Refund Policy
Thank you for choosing PlainSideGateway. We strive to provide delicious meals with a memorable dining experience. If you are not completely satisfied with your order, our refund policy outlines the steps to request a refund or credit and the conditions under which it will be considered.
Scope
This policy applies to all online orders placed through plainsidegateway.site and in our physical locations located at 43 Pizza Street, London, WC2H 9LT, United Kingdom. It covers meals, beverages (juices), and accompanying sides purchased for personal consumption. Gift cards and promotional items are subject to the terms shown at purchase. If you have questions, please contact us at +44 20 7946 0123.
Eligibility
Eligible refunds or credits are available under the following circumstances:
- Wrong item or missing components: If your order arrives with an incorrect item, an incomplete meal, or missing sides, you may request a replacement, refund, or account credit within 48 hours of delivery or pickup receipt.
- Quality concerns: If a dish is undercooked, spoiled, or not prepared as described on the menu, you may request a refund or replacement. Provide a brief description and, if possible, photos to help us assess the issue.
- Delivery issues: In cases of late delivery that compromises the quality or temperature of the food, refunds or credits may be offered at our discretion.
- Allergen or dietary needs: If an item contains an ingredient that you cannot tolerate, and it was not disclosed prior to purchase, we will review the request for a refund or substitution.
Non-Refundable Items
Refunds or credits will not be issued for: completed meals consumed, items damaged after delivery due to improper handling, or items requested for no substitutions after order processing. If in doubt, contact our team and we will guide you through the evaluation process.
How to Request
To initiate a refund or credit, please provide the following within 48 hours of receipt:
- Order number and date
- Item(s) you are requesting to refund and a brief reason
- For delivery issues, confirmation of delivery time and address
Requests can be submitted through our customer service channel at +44 20 7946 0123 or via email from the contact page at plainsidegateway.site. If you prefer walking-in, visit our location at 43 Pizza Street, London, WC2H 9LT, United Kingdom.
Resolution
Once a refund or credit request is received, our team will review the details within 3–5 business days. If approved, you may choose a full refund to the original payment method or a credit applied to your account for future orders. In special circumstances, we may offer an exchange item instead of a refund. All credits will be issued in £.
Refund Timing
Credit to your account typically posts within 5–7 business days, depending on the payment provider. If a refund is issued to the original payment method, processing times may vary by financial institution.
Updates
We reserve the right to modify this Refund Policy at any time. The latest version will be posted on our site and communicated to customers via email or during purchase. Last updated: 2025-10-06. For questions, contact +44 20 7946 0123.
Contact and Compliance
For any questions about this policy or to discuss a specific situation, reach out to our team at +44 20 7946 0123 or via our site at plainsidegateway.site. We are committed to resolving concerns promptly and ensuring a satisfying experience at PlainSideGateway near London, United Kingdom.
Note: This policy avoids references to crypto, investments, or . Beverages offered are juices options such as juice and lemonade where applicable, in line with menu offerings.