Refund Policy

Last updated: October 2, 2025

At TrailMarkerHub, we want every pizza, salad, dessert, and soft drink to reach you fresh, accurate, and delicious. This Refund Policy explains when you can request a refund, replacement, or credit for orders placed through trailmarkerhub.site or by phone at +44 20 7439 1234. Our policy applies to delivery and pickup orders fulfilled by TrailMarkerHub from our location at Soho Pizzeria, 11 Dean Street, Soho, London, W1D 3RP, United Kingdom.

When You Are Eligible

• Order accuracy issues: If your pizza size, crust, toppings, or included sides do not match your receipt, or an item is missing, we will offer a prompt remake, replacement, or a refund for the affected item(s).
• Quality concerns: If food arrives burnt, undercooked, spoiled, or otherwise not up to our standards, contact us within 24 hours so we can evaluate and arrange a remake or refund.
• Delivery problems: If your order arrives significantly late compared to the quoted window, is delivered to the wrong address, is noticeably cold or damaged, or arrives with missing items, we will remedy the issue with a replacement or an appropriate refund.
• Pickup orders: If you notice a problem during pickup, please inform our team before leaving so we can correct it immediately or arrange a refund for the affected item(s).

When Refunds May Not Apply

• Change of mind after preparation begins or after the order is delivered/picked up without any product defect.
• Items that have been significantly consumed, discarded, or altered, preventing reasonable verification of the issue.
• Requests made more than 24 hours after delivery or pickup, unless required by applicable law.
• Orders placed through third-party platforms where their policies require you to contact them directly.

Cancellations

We accept cancellations before food preparation begins for a full refund. Once your pizza is in the oven or preparation has started, we may offer a partial refund, store credit, or a later remake at our discretion. If we must cancel due to unforeseen circumstances (for example, ingredient availability or safety concerns), you will receive a full refund.

How to Request a Refund or Replacement

1. Contact us promptly at +44 20 7439 1234 or via the contact form on trailmarkerhub.site within 24 hours of delivery or pickup.
2. Provide your name, order number, and the issue (e.g., incorrect toppings, missing item, late delivery).
3. If possible, retain the item and packaging and share a photo via the contact form to help us verify and improve.
4. We will review and confirm the resolution: remake, replacement, partial refund, or full refund as appropriate.

Refund Method and Timing

Approved refunds are issued to the original payment method in £. Processing times vary by bank or provider and typically take 5–10 business days after approval. For cash payments, refunds may be provided as cash at our location (with receipt) or as store credit when in-person return is not feasible.

Special Terms

• Promotions and discounts: Refunds reflect the amount actually paid after discounts. Complimentary or promotional items are not refundable.
• Combos and bundles: If one item in a bundle is affected, we will refund or replace the affected portion only, unless the issue affects the entire bundle.
• Beverages: For sealed soft drinks such as juice or lemonade that arrive damaged or missing, we will replace or refund the affected beverage.

Allergies and Dietary Preferences

Please review item descriptions and inform us of allergies or dietary needs before ordering. While our kitchen handles common allergens, we take care to reduce cross-contact; however, we cannot guarantee a completely allergen-free environment. Refunds for undisclosed allergies may not be available once preparation has begun.

Our Details

Business name: TrailMarkerHub
Website: trailmarkerhub.site
Phone: +44 20 7439 1234
Address: Soho Pizzeria, 11 Dean Street, Soho, London, W1D 3RP, United Kingdom

Changes to This Policy

We may update this Refund Policy to reflect operational or legal changes. Material updates will be posted on trailmarkerhub.site. Your continued use of our services after changes indicates acceptance of the updated policy.