Refund Policy
At NeutralBay, we take pride in the quality of the delicious meals and service we provide. We are located at Pizzeria Via Napoli, Rome, 00184, Italy. Our Refund Policy is crafted in the best interest of our customers and the NeutralBay standards.
Order Cancellation
If you need to cancel your order, please call us immediately at +39 06 4880 175. Cancellation requests are accepted only if made within a reasonable time frame before the order has been prepared. Once the food preparation has started, we may be unable to cancel your order.
Refund Eligibility
Refunds are considered on a case-by-case basis. Common scenarios where a refund might be offered include, but are not limited to:
- Incorrect order delivery.
- Unsatisfactory food quality, subject to verification by NeutralBay.
- Excessive delay in order delivery that leads to cancellation.
Please note that no refunds are provided for change of mind. Likewise, any request for refund due to a delivery issue where NeutralBay is not at fault may not be honored.
Refund Request Process
To request a refund, please contact us at +39 06 4880 175 within 24 hours of the order delivery. Provide your order number, the issue in detail, and any supporting evidence such as photos.
We will investigate the matter internally and, if your request is justified, the refund will be processed within 7-14 business days. We will refund the original amount paid for the order in the same mode of payment used for purchase.
Product Returns
Given the perishable nature of our products, we do not accept physical returns of food items. We consider returns on a symbolic basis where a refund replaces the return.
Refund Amount
The refund amount is subject to the condition of the items (in this case, the food) at the time of delivery. Only items that are in unsatisfactory condition due to an error on our part would be considered for a full refund in €.
Non-Refundable Items
Any side items such as drinks (juice or lemonade) and extra toppings are considered final sale and non-refundable unless there is a confirmed issue attributable to NeutralBay.
Amendments to the Refund Policy
NeutralBay reserves the right to update and modify this Refund Policy at any time. All amendments are effective immediately upon posting to neutralbay.xyz. We encourage you to regularly check this page for any changes to stay informed.
Contact Us
For any questions or concerns regarding our Refund Policy, please reach out to us directly at our location, via neutralbay.xyz, or by calling +39 06 4880 175. Your satisfaction is important to us, and we are committed to ensuring a fair resolution.
Last updated: April 1, 2023