Refund Policy
Last updated: 2025-10-01
At SilverNexusCommons, we strive to deliver delicious meals with the highest quality ingredients. If you are not completely satisfied with your order, we are here to help with fair and straightforward refund options. This policy explains when refunds are available, how to request them, and how refunds are processed for orders placed through our site at silvernexuscommons.xyz or at our restaurant locations in London, United Kingdom.
Eligibility for refunds
Refunds are available for orders that have a significant issue, such as items missing, incorrect, or severely undercooked, or for orders not delivered within a reasonable time frame. To be eligible, you must report the issue to us within 48 hours of delivery for in-store orders or within 24 hours for online orders. We reserve the right to investigate each case and determine eligibility based on order details, timelines, and delivery status.
Non-delivery or substantial delay
If your order is not delivered or is delayed beyond the expected delivery window, you may be eligible for a full or partial refund. We will review courier logs, delivery status, and kitchen ticket information to verify the incident. In some cases, a replacement item may be offered instead of a refund, at our discretion.
Damaged or incorrect items
If you receive damaged, spoiled, or incorrect items, please contact us immediately with photos of the packaging and the items. We will provide a resolution which may include a full or partial refund, or a replacement item when feasible. Refunds for these issues are typically issued to the original payment method within 5-7 business days after we confirm the report.
Quality and portion concerns
We aim to provide consistent taste and portion standards across all orders. If you believe your meal does not meet these standards, we ask you to describe the concern and provide optional photos. Depending on the situation, we may offer a monetary credit, a replacement item, or a refund to the original payment method. Resolution times may vary by payment provider.
Refund method and timelines
Refunds are issued to the original payment method used at purchase. Processing times depend on the payment provider and can take up to 5-10 business days from approval. If you paid via card, you may notice a reversal on your statement within the provider’s typical processing window. For cash purchases in our location, refunds will be issued as store credit or cash refund at the manager’s discretion, with a receipt required for verification.
Partial refunds and credits
When a portion of an order is ineligible for a refund, we may offer a partial refund or a store credit equal to the proportion of the issue. Store credits are valid for 90 days from the date of issue and can be applied toward any future pizza, pasta, or beverage orders at SilverNexusCommons.
Gift cards and promotions
Refunds do not apply to Gift Cards purchased or promotional credits used for an order. If a promotion was misapplied due to a system error, we will correct the order value and may provide a goodwill credit toward a future purchase, at our discretion.
How to request a refund
To request a refund or report an issue, please contact our customer care team at +44 20 7946 0958 or via the contact form on silvernexuscommons.xyz. Include your order number, delivery address (street or area: 12 Pepperoni Lane), and the issue description. We may request supporting photos or documents to expedite your case. A customer care representative will review your request and respond within 1-2 business days with the next steps.
Right to withdraw and cancellations
You may cancel eligible online orders before they are prepared. Cancellations requested after preparation has begun may be limited to a partial refund or credit, depending on the stage of fulfillment. In-store orders are subject to standard in-store cancellation policies, posted at our locations.
Non-transferable and terms
Refunds, credits, and replacements are applied to the original order and cannot be transferred to unrelated orders. By submitting a refund request, you agree to share relevant order information for verification purposes. This policy is subject to local consumer protection laws and may be updated from time to time with or without prior notice.
Contact information and location
12 Pepperoni Lane, London, EC1A 1BB, United Kingdom • Tel: +44 20 7946 0958 • Visit: silvernexuscommons.xyz
Note: All beverage options in this policy refer to non-alcoholic beverages such as juice or lemonade, in line with our presentation of family-friendly offerings. We do not reference alcoholic drinks in this policy or in any customer communications.
Thank you for choosing SilverNexusCommons for your pizza cravings. We value your trust and aim to resolve any issues promptly and fairly to keep you satisfied with every bite.