Refund Policy for SparkHarborMount
Thank you for choosing SparkHarborMount. We want you to be happy with every order. This Refund Policy explains when and how refunds are issued, and how to contact us if you have questions. By placing an order through sparkharbormount.xyz, you agree to the terms described here and to our general Terms of Service.
Eligibility for refunds
refunds are available for eligible orders placed directly with SparkHarborMount or through our official ordering channels. If you are dissatisfied with your meal or service, you may request a refund within the timelines below. Our team reviews each case individually and may request photos or details of the issue to verify the problem. Common reasons for refunds include incorrect items, missing components, quality issues, or significant delays that affected the experience.
Timeframes
Refund requests must be submitted within 7 days of the delivery or pickup date. For dine-in or pickup experiences that did not meet expectations, you may still contact us within 7 days of the event. We reserve the right to assess the request and determine the appropriate remedy within 5 business days of receiving all required information. Last updated: October 13, 2025.
Refund methods
If approved, refunds will be issued to the original payment method used at purchase, or as a store credit at our discretion. Refunds to the original payment method typically appear on your statement within 5-10 business days, depending on the financial institution. For orders paid with cash at pickup, refunds may be issued as a card payment or as a ready-to-use credit for future orders, subject to approval.
What counts as a return
We do not accept physical returns of meals. If a portion was wasted or an item was not as described, we may offer a replacement item, a discount, or a full/partial refund at our discretion. Please contact us with your order number, delivery details, and a brief description of the issue. For beverage options, note that we offer non-alcoholic beverages such as soft drinks, juices, coffee, and tea to accompany your meal; this policy applies to those items as well.
How to request a refund
To begin a refund request, contact our customer care team at +44 20 7946 0958 or via sparkharbormount.xyz. Please include: - Order number and date - A concise description of the issue - Any supporting photos or evidence - Your preferred resolution (refund, replacement, or store credit) We will acknowledge receipt and provide you with the next steps. We aim to respond within 2-3 business days with a decision.
Delivery issues and substitutions
During delivery, delays caused by weather, traffic, or third-party couriers may affect the experience. If an order arrives late or with missing items, please notify us promptly. Substitutions with equal or higher value may be offered, or we may issue a refund for the affected items. We strive to maintain accuracy with every order, including ingredients and customization requests. If you require dietary accommodations or specific substitutions (for example, vegetarian or dairy-free options), please specify this at the time of ordering to minimize issues.
Non-refundable items
Some promotional bundles or custom-made pizzas may be non-refundable. In such cases, these terms will be clearly indicated at the time of purchase. If a promotion includes multiple items, refunds will apply only to items eligible under the promotion and will be calculated accordingly.
Additional terms
We may suspend or deny refunds if fraudulent activity is suspected or if the request is outside the scope of this policy. If you are using a gift card or store credit, the applicable refund will be placed back on the original instrument or used to issue store credit, per our discretion. We reserve the right to modify this policy at any time, with updates posted on sparkharbormount.xyz; continued use of our services constitutes acceptance of the revised policy.
Contact information: SparkHarborMount - Pizza Lane, London, W1A 1AA, United Kingdom • Phone: +44 20 7946 0958 • Website: sparkharbormount.xyz