Welcome to the Refund Policy of QuaySideForum. We proudly serve delicious pizzas and a range of family meals at Pizza Lane, London, SW1A 2AA, United Kingdom. Our goal is to provide you with a satisfying dining and ordering experience at quaysideforum.xyz. This policy explains how refunds, exchanges, and cancellations work for orders placed online or in our restaurant locations. If you have any questions, please contact us at +44 20 7946 0300.
Eligibility for refunds
Refunds are available for orders that are incorrect, spoiled, or not delivered within the estimated time frame stated at the moment of purchase. Digital orders, gift cards, and catering deposits may have different rules, which are described at the time of purchase. To be eligible for a refund, you must report the issue within 24 hours of delivery or pickup. Proof of purchase, such as your order number, date, and a brief description of the problem, will help us resolve your request promptly.
What qualifies for a refund
Qualified refunds include:
- Wrong items delivered or missing items within the order
- Items that are cold, stale, or not prepared according to our standard quality guidelines
- Orders delayed beyond the promised delivery window without prior notice
- Allergen-related mistakes that could not be resolved by alternative options
Refunds do not apply to minor issues, changes of mind, or items eaten partially unless the issue is proven to be a quality defect covered by our standards. In such cases, we may offer a replacement or store credit instead of a monetary refund.
How to request a refund
To start a refund, contact our customer team with the following information: order number, date and time, the item(s) affected, and accompanying photos if available. You can reach us at +44 20 7946 0300 or through our website at quaysideforum.xyz. We reserve the right to request additional information to verify the claim. Once your request is received, our team will review it within 2–3 business days and respond with the decision and next steps.
Process and timeline
Approved refunds are issued to the original payment method within 5–10 business days, depending on your bank or payment provider. If you paid with a debit or credit card, refunds will show on your statement under the relevant network. For store credit or voucher replacements, you will receive a digital code valid for future orders at QuaySideForum.
Damaged or incorrect items on delivery
We work with reliable delivery partners to ensure your pizza arrives hot and intact. If your order is damaged or incorrect upon arrival, please contact us immediately with your order number and a brief description. We may request photos of the packaging and items. A replacement or refund will be offered according to the situation to minimize disruption to your dining experience.
Exchanges
Exchanges are available for pizza size changes, crust types, or topping adjustments within the same order at no extra charge, provided the request is made before delivery or pickup. For online orders, exchanges must be requested within the same day of delivery. We cannot exchange used items beyond this timeframe.
Late or missing refunds
If you haven’t received your refund within the stated processing times, first check with your bank or payment provider, then contact us at +44 20 7946 0300 to trace the refund. Delays sometimes occur at the payment processor level, but we will cooperate to resolve the issue promptly.
Information about data and privacy
Your privacy is important to us. We use your order information strictly to process refunds and improve service quality. Personal data will be kept in accordance with our privacy policy and applicable law.
Changes to this policy
We may update this Refund Policy from time to time to reflect changes in our services or legal obligations. The updated date will appear below. Last updated: 01 November 2025.
For any questions regarding refunds or to initiate a claim, please contact +44 20 7946 0300 or visit quaysideforum.xyz for more details or to submit your request online.