Refund Policy

At Crust, we are committed to delivering fresh, high-quality food and an outstanding customer experience every time you order. We understand that occasionally things may not go as expected, and we want to make it right. This Refund Policy outlines your rights and our procedures for handling refund requests, cancellations, and disputes in accordance with Australian Consumer Law (ACL) as set out under the Competition and Consumer Act 2010 (Cth) and the relevant state and territory fair trading legislation.

Please read this policy carefully before placing an order through our website crustipizza.com or any affiliated ordering platform. By placing an order with Crust, you agree to the terms described in this policy.

1. Our Commitment Under Australian Consumer Law

Under the Australian Consumer Law (ACL), consumers are entitled to certain guarantees when purchasing goods and services. As a food business operating in Australia, Crust acknowledges that our products must:

• Be of acceptable quality — safe, free from defects, and fit for the purpose of consumption;
• Match the description provided on our menu, website, or promotional materials;
• Be delivered within a reasonable timeframe as communicated at the time of ordering.

If our food or service fails to meet these consumer guarantees, you may be entitled to a remedy, which may include a refund, replacement, or partial credit depending on the nature of the issue. Nothing in this Refund Policy is intended to exclude, restrict, or modify any consumer rights or guarantees that cannot be excluded under the ACL.

2. Eligibility Conditions for Refunds

A refund may be issued in the following circumstances:

• Incorrect Order: You received a product that does not match what you ordered (e.g., wrong pizza, missing toppings, wrong size).
• Unacceptable Quality: The food was undercooked, spoiled, contaminated, or otherwise unsafe to consume upon delivery or pickup.
• Missing Items: Part of your order was not included in the delivery or pickup bag.
• Significant Delivery Delay: Your order arrived significantly later than the estimated delivery time, rendering the food unfit for consumption (e.g., cold, congealed, or dried out beyond acceptable standards).
• Damaged Packaging Affecting Food Quality: The packaging was severely damaged during delivery, causing the food to spill or become contaminated.
• Duplicate Charges: You were charged more than once for the same order due to a technical or payment processing error.

3. Non-Refundable Items and Circumstances

Refunds will generally not be issued in the following situations:

• You changed your mind after the order was placed and/or prepared;
• You selected incorrect items or customisations at the time of ordering;
• The order was delivered to an incorrect address provided by you;
• You were unavailable to receive the delivery after multiple contact attempts by our delivery driver;
• Promotional or discounted items where the promotional terms specifically exclude refunds;
• Gift cards, vouchers, or store credits that have already been redeemed;
• Complaints raised after the applicable timeframe set out in Section 4 below;
• Minor variations in food appearance that do not affect quality, taste, or safety (e.g., slight colour differences due to natural ingredients).

4. Timeframes for Refund Requests

To ensure we can investigate your concern effectively, please submit your refund request within the following timeframes:

Requests submitted outside these timeframes may not be eligible for a refund, except where required by the ACL or other applicable legislation.

5. How to Request a Refund — Step-by-Step

Follow these steps to submit a refund request:

1. Gather Your Information: Collect your order number, the date and time of your order, the name used to place the order, your payment method, and a clear description of the issue. If applicable, take clear photographs of the food or packaging issue.
2. Contact Us Directly: Reach out to our customer support team via one of the contact methods listed in Section 11 of this policy. Email is the preferred method for refund requests as it allows us to create a written record of your complaint.
3. Submit Your Request: Provide the following details in your communication:
   • Full name and contact details;
   • Order number and store location;
   • Date and time of your order;
   • Description of the issue;
   • Photographs or supporting evidence (where applicable);
   • Your preferred remedy (refund, replacement, or store credit).
4. Await Confirmation: Our team will acknowledge receipt of your request within 1–2 business days and may follow up with additional questions if required to assess your claim.
5. Resolution: Once we have assessed your claim, we will notify you of the outcome and, if approved, initiate the appropriate remedy within the timeframes outlined in Section 7 below.

6. Cancellation Policy

Due to the perishable and time-sensitive nature of food preparation, our cancellation policy is as follows:

6.1 Cancellations Before Order Preparation Begins

If you contact us to cancel your order before our kitchen has begun preparing it, we will endeavour to cancel the order and issue a full refund. Please contact us immediately after placing the order if you wish to cancel.

6.2 Cancellations After Order Preparation Has Begun

Once food preparation has commenced, we are unable to cancel the order or issue a refund, as ingredients will have been used and staff time committed. This applies regardless of whether the order is for delivery or pickup.

6.3 No-Show for Pickup Orders

If you place a pickup order and do not collect it within a reasonable time after it is ready (generally within 30 minutes of the estimated ready time), the order will be discarded for food safety reasons. In such circumstances, a refund will not be issued unless the delay was caused by an error on our part.

6.4 Pre-Orders and Group Orders

For large group orders, catering orders, or pre-orders placed more than 24 hours in advance, cancellations must be made at least 4 hours before the scheduled preparation or delivery time. Cancellations made within the 4-hour window may incur a cancellation fee of up to 50% of the total order value to cover preparation costs already incurred.

7. Refund Processing Times by Payment Method

Once a refund has been approved, the processing time depends on your original payment method:

Please note that while we initiate the refund promptly upon approval, the time for funds to appear in your account may vary depending on your financial institution or payment provider. Crust is not responsible for delays caused by third-party payment processors or banks.

8. Partial Refunds

In some circumstances, a partial refund may be offered rather than a full refund. This may occur when:

• Only certain items in the order were incorrect, missing, or of unacceptable quality (a refund will be issued for those specific items only);
• The food was partially consumed before the quality issue was identified;
• The issue was caused by a combination of factors, some of which were within your control (e.g., incorrect address provided leading to a partial delay);
• A discount, voucher, or promotional credit was applied to the original order (the refund will reflect the actual amount paid).

Partial refunds will be communicated clearly to you, along with the rationale for the amount offered. You retain the right under Australian Consumer Law to dispute our assessment if you believe a greater remedy is warranted.

9. Exchange and Replacement Policy

In many cases, particularly for delivery and pickup orders, a replacement may be the most practical and fastest remedy. We will offer a replacement where:

• The incorrect item was delivered and you would still like the correct item;
• An item arrived in an unsatisfactory condition and can be remade promptly;
• A missing item can be delivered without unreasonable delay.

Replacements are subject to kitchen availability, operating hours, and reasonable delivery distance. If a replacement is not feasible (e.g., the store has closed, or you are no longer at the delivery address), a refund or store credit will be offered instead.

Please note that food items cannot be "exchanged" in the traditional retail sense — once an item has been prepared and delivered, we cannot accept the return of food for hygiene and safety reasons. Remedies will be assessed based on the nature of the issue and the ACL consumer guarantees.

10. Dispute Resolution Process

We aim to resolve all refund requests and complaints promptly and fairly. If you are not satisfied with the outcome of your refund request, you may escalate your concern through the following process:

Step 1 — Internal Escalation

If your initial refund request was not resolved to your satisfaction, request that your matter be escalated to a senior customer service representative or store manager. Please reference your original complaint reference number when doing so.

Step 2 — Formal Written Complaint

Submit a formal written complaint to our customer service team at [email protected]. We will respond to formal complaints within 5 business days with a written outcome.

Step 3 — External Dispute Resolution

If you remain dissatisfied after completing our internal process, you have the right to seek assistance from the following external bodies:

• Australian Competition and Consumer Commission (ACCC): www.accc.gov.au — the national body responsible for enforcing the Australian Consumer Law.
• State and Territory Fair Trading Offices: Contact the fair trading authority in your state or territory (e.g., NSW Fair Trading, Consumer Affairs Victoria, Queensland Office of Fair Trading).
• Australian Financial Complaints Authority (AFCA): If your dispute relates specifically to a payment or banking matter: www.afca.org.au.

11. Contact Information for Refund Requests

To submit a refund request, cancellation request, or general complaint, please contact our customer service team using the details below:

When contacting us, please have your order number and relevant details ready to help us assist you as efficiently as possible.

12. Policy Updates

Crust reserves the right to update or amend this Refund Policy at any time to reflect changes in our business operations, applicable laws, or industry standards. Any material changes will be posted on our website at crustipizza.com with an updated effective date. Continued use of our services following any updates constitutes your acceptance of the revised policy.

We encourage you to review this policy periodically to stay informed of your rights and our procedures.

This Refund Policy was last updated on June 24, 2026, and applies to all orders placed through crustipizza.com and affiliated ordering platforms. This policy is governed by Australian Consumer Law under the Competition and Consumer Act 2010 (Cth).