Refund Policy
Thank you for choosing CopseGatewayHub. We strive to provide delicious meals and a great customer experience. If you are not completely satisfied with your order, this Refund Policy explains how we handle refunds, exchanges, and credits. This policy applies to all online orders placed through copsegatewayhub.xyz and in our pizzeria located in London, 12 Baker Street with postal code W1U 3DJ in United Kingdom. For any questions, you may contact us at +44 20 7946 0958.
Last updated: October 10, 2025.
Eligibility for refunds
Refunds are considered for items that were not delivered, arrived spoiled, or did not match the order placed. To be eligible, please ensure that the request is made within 48 hours of delivery for dine‑in or takeout orders, or within 72 hours for delivery orders. Evidence such as photos of the product and the receipt from CopseGatewayHub may be required to process the claim. We reserve the right to determine eligibility at our sole discretion.
Non‑refundable items
Some items are non‑refundable, including but not limited to: partially consumed items, items that were served and accepted by the customer without complaint, and promotional items. If you have concerns about your order, contact our team promptly so we can review the situation fairly.
How to request a refund
To start a refund, please contact us via email or phone listed on our site. Include the order number, delivery or pickup time, items in question, and a brief description of the issue. For food safety reasons, we may request photos of the product and packaging. Our team will assess the claim and respond within 2–3 business days with next steps, which may include a replacement, a credit, or a refund to the original payment method.
Refund methods and timelines
Refunds will be issued to the original payment method used at purchase unless otherwise agreed. Bank processing times vary by financial institution and can take several business days after approval. If you paid by cash or certain digital wallets, we will issue a store credit in £ to be used toward future orders at CopseGatewayHub or provide an equivalent value as a voucher. For delivery orders fulfilled by third‑party partners, refunds may be processed through the partner’s platform in accordance with their policies.
Exchanges
We offer exchanges for items that arrived cold or not as described, subject to availability. To request an exchange, please contact us within the eligibility window with your order details. Exchanges are generally offered for items of equal or lesser value, and any price difference will be handled according to our policies.
Delivery issues
If your order is late or missing items, please notify us as soon as possible. We will investigate with our delivery team and provide a resolution, which may include a replacement, credit, or refund within the guidelines above. For orders delivered through copsegatewayhub.xyz, refunds for delivery delays will follow the partner platform’s terms in addition to our policy.
Gift cards and credits
Gift cards and store credits issued under this policy are non‑transferable and expire in accordance with applicable local laws. Credits can be used toward dine‑in, takeaway, or delivery orders placed through copsegatewayhub.xyz or at our location in London located at 12 Baker Street.
Contact and changes
We may update this policy from time to time. Any changes will be posted on copsegatewayhub.xyz and will apply to orders placed after the posting date. For questions or to submit a claim, you can reach us at +44 20 7946 0958 or visit our store at 12 Baker Street, London, W1U 3DJ, United Kingdom.
By placing an order with CopseGatewayHub, you acknowledge that you have read and agree to this Refund Policy.