Refund Policy
Overview
At London Pizza Burgers, we take pride in the quality of our food and service. This Refund Policy applies to orders placed through our website, third-party delivery partners, and directly at our outlets. We aim to handle all refund requests fairly and promptly.
When You Are Eligible for a Refund
You may be eligible for a full or partial refund in the following cases:
- You received the wrong item(s) in your order
- Your order arrived in a significantly damaged or spoiled condition
- Your order was not delivered and is confirmed lost by the delivery partner
- A technical error resulted in a duplicate charge on your payment
- An item listed as available was out of stock and not substituted correctly
Refund requests must be raised within 24 hours of receiving your order, along with supporting evidence (photo/video of the issue).
When You Are Not Eligible for a Refund
Refunds will not be issued in the following circumstances:
- You changed your mind after the order was prepared or dispatched
- Delivery delays caused by factors outside our control (traffic, weather, etc.)
- Incorrect delivery address provided at the time of order
- Minor variations in appearance or presentation of food items
- Requests raised after 24 hours of delivery
- Promotional or discounted orders (unless a genuine fault exists)
Quick Reference Table
| Situation | Refund Eligible? |
|---|---|
| Wrong item delivered | Yes — Full |
| Order not delivered | Yes — Full |
| Duplicate payment charged | Yes — Full |
| Damaged / spoiled food | Partial / Full |
| Change of mind | No |
| Delivery delay | No |
| Wrong address by customer | No |
| Request after 24 hours | No |
How to Request a Refund
To raise a refund request, please contact us through any of the following channels within 24 hours of your order:
- WhatsApp: +91 70870 31550 — send your order details and photos
- Email: hello@londonpizzaburgers.in with subject "Refund Request – [Order ID]"
- Visit your nearest LPB outlet directly
Please include your order ID, contact number, a brief description of the issue, and a photo/video where applicable. Our team will assess and respond within 24 business hours.
Refund Timeline
Once a refund is approved:
- UPI / Wallet payments: Refund within 2–3 business days
- Credit / Debit card: Refund within 5–7 business days
- Net banking: Refund within 3–5 business days
- Cash payments: Refund as store credit or cash at outlet
Timelines may vary depending on your bank or payment provider.
Order Cancellations
Orders can be cancelled only before they enter the preparation stage. Once your order is confirmed and being prepared, cancellation is not possible. For delivery orders placed through third-party platforms (Swiggy, Zomato, etc.), their respective cancellation and refund policies will apply.
Franchise Application Fees
Any fees paid as part of the franchise application or onboarding process are governed by the separate Franchise Agreement and are generally non-refundable unless explicitly stated otherwise in that agreement. Please review your franchise documentation carefully before making any payments.