Refund Policy

Last updated: September 1, 2025

Welcome to OpenFieldCollect. We are committed to delivering hot, fresh pizzas and a positive dining and ordering experience. This Refund Policy explains when and how refunds or credits are issued, and the steps you should follow to request a refund for orders placed through openfieldcollect.xyz.

Eligibility for refunds

Refund eligibility depends on the nature of the issue and timing. If your order was not prepared as described, arrived late, or contained missing items, you may be eligible for a partial or full refund. Refunds are considered for qualified incidents reported within 48 hours of delivery or pickup. Gift cards and promotional discounts are not refundable, but may be replaced at our discretion if they were a result of a system error.

Non-refundable items

Refunds are generally not available for food once it has been consumed, or for beverages in cases where the order has been delivered in good condition. We may offer an exchange or a credit toward a future order if a problem is identified with the meal. Delivery fees are refundable only if the error was on our side, such as incorrect items or failed delivery.

How to request a refund

To request a refund, contact our customer service team at +44 20 7946 0958 with your order number and a brief description of the issue. You can also reach us through the message feature on openfieldcollect.xyz. Please provide your full name, the delivery address (including city, street or area, postal code), and photos if possible to help us verify the concern. Refunds are issued to the original payment method when feasible, or as store credit in £ if preferred and approved by our team.

Refund processing times

Once your request is approved, refunds are typically processed within 5–7 business days, depending on your bank or payment provider. Credits issued to your account may take up to 3 business days to appear. We will confirm the outcome by email or through openfieldcollect.xyz messages.

Exchanges and store credit

If you prefer a replacement item, we can arrange an exchange for the same or a similar item, subject to availability. In cases where a direct replacement is not possible, we may offer a credit of £ to use toward a future order at OpenFieldCollect. This credit will be issued to your account and can be applied at checkout on openfieldcollect.xyz.

Damaged or incorrect items

If you receive a damaged, incorrect, or incomplete order, please notify us immediately with photos if possible. We will either replace the items at no extra charge or issue a full or partial refund, depending on the extent of the issue. In some cases, a credit toward a future order may be offered if a replacement is not feasible.

Cancellation policy

Orders canceled before preparation begins may be eligible for a full refund of the purchase price, excluding any non-refundable fees. Cancellations after preparation has started may be refunded at a reduced rate, reflecting the work already completed and any remaining ingredients prepared. If a delivery window has begun, remaining fees may be non-refundable. For all cancellations, contact our team at +44 20 7946 0958 or openfieldcollect.xyz as soon as possible.

Privacy and data handling

We handle your information in accordance with our privacy practices. Refund requests rely on order details, contact information, and your consent to review the transaction. We will not use or disclose your data beyond what is necessary to process refunds, resolve issues, or communicate updates regarding your order from OpenFieldCollect at openfieldcollect.xyz.

Contact information

For questions about refunds, please contact us at +44 20 7946 0958 or visit openfieldcollect.xyz for more details. Our team is available during business hours to assist with your refund request and to ensure a fair resolution in a timely manner.

Address for correspondence: 43 Bedford Street, London, WC2E 9HA, United Kingdom.

Thank you for choosing OpenFieldCollect. We appreciate your business and strive to provide high-quality food and excellent service, including clear, fair refund practices.

Note: This policy applies to orders from our pizza service. If you encounter non-alcoholic beverages, we will substitute with a suitable non-alcoholic option such as juice or soda where appropriate, to maintain a family-friendly dining experience.