Refund Policy
We aim to provide delicious pizzas and a great dining experience at CinderHavenPortal. If you are not completely satisfied with your order, this policy explains how refunds, exchanges, and credits are handled. This policy applies to all food orders placed through cinderhavenportal.sbs and is intended to be easy to follow for all customers located in London, United Kingdom and surrounding areas.
1. Our policy at a glance
- You may request a refund or a replacement within 14 days of purchase, subject to the terms below.
- Refunds are issued to the original payment method for eligible orders only.
- We reserve the right to offer a credit or a replacement product if a refund is not feasible due to the nature of the issue.
2. Eligibility for refunds
To be eligible for a refund, please provide a clear reason and, when possible, supporting evidence such as a photo of the order, the receipt, or order number. Refunds may be granted in cases such as:
- The order is not delivered within the estimated time window provided at checkout, and delivery is significantly delayed.
- The delivered item is missing, damaged, or incorrect (for example, wrong toppings or size).
- The quality or freshness of the food is significantly below our stated standards.
Refund decisions are made on a case-by-case basis by our customer service team. We strive to resolve issues quickly so that you can enjoy a satisfactory experience with CinderHavenPortal.
3. How to request a refund
To initiate a refund, contact our team via the channels listed below within the eligibility period. Include your order number, the date of purchase, a short description of the problem, and any supporting evidence. We respond to all requests within 1–3 business days and provide next steps.
Contact: +44 20 7946 0958 or via our order portal at cinderhavenportal.sbs
4. Processing of refunds
If approved, refunds are issued to the original payment method used at checkout. Processing times depend on the issuing bank or payment processor, but you can generally expect to see the credit within 5–10 business days after approval. If you paid by card, the credit will appear on your statement as the brand name associated with CinderHavenPortal.
5. Non-refundable items
Some items are not eligible for refunds, including orders that have already been prepared and delivered in full, or where a replacement has already been issued. Gift cards, promotional items, and certain limited-time offers may have specific terms that supersede this policy; those terms are described at checkout and on our website.
6. Cancellations
Orders canceled before preparation begins may receive a full refund to the original payment method. Cancellations after preparation has started may incur a partial refund or credit toward a future order, depending on the stage of fulfillment. Our team will determine the applicable compensation on a case-by-case basis.
7. Delivery issues and proof of delivery
If you have concerns about delivery, please verify the delivery address, contact number, and order status in your account. If the driver confirms delivery but you did not receive the order, we will investigate with the courier and, if appropriate, issue a refund or provide a replacement. Please report any discrepancies within 24 hours of delivery to ensure timely resolution.
8. Fees and taxes
Refunds include the item price and any applicable taxes. Delivery fees, service charges, or promotional discounts are treated in accordance with the terms shown at checkout and may be adjusted in the final refund amount as necessary. The currency used for refunds will be £ unless otherwise required by local law.
9. Transfers to credits
In some cases we may offer a credit for future orders instead of a direct refund. Credits are valid for a defined period and can be applied to future purchases on CinderHavenPortal through cinderhavenportal.sbs. Credits are not redeemable for cash unless required by law.
10. International orders and local taxes
For orders placed from London, United Kingdom or nearby regions, taxes and duties may vary. Any tax adjustments needed as part of a refund will follow local regulations and the policy described here. If you have questions about how taxes affect your refund, our support team will assist you.
11. Privacy and data
We handle your personal information in accordance with our Privacy Policy. Refund requests require certain information to verify ownership of the order. We protect your data and do not share it with third parties beyond what is necessary to complete the refund, in line with our policy and applicable law.
12. Changes to this policy
We may update this Refund Policy from time to time. When changes are made, we will publish the revised policy on our site and update the “Last updated” date below. Please review the policy periodically to stay informed about how we handle refunds and credits.
Last updated: 2025-10-06
For any questions regarding refunds, reach out to +44 20 7946 0958 or visit cinderhavenportal.sbs to start a request. We value your trust in CinderHavenPortal and are committed to resolving issues fairly and promptly from our location in London, WC2E 9HA, United Kingdom.