Refund Policy
At PromontoryCommons, we are committed to providing delicious meals and a satisfying dining experience. This Refund Policy explains how we handle order changes, cancellations, and refunds for orders placed through our website at promontorycommons.sbs or through our contact channels. If you have questions about your purchase, please reach out to us at +44 20 7946 0990 and we will respond promptly.
Eligibility for refunds — Refunds are limited to items that are not delivered as described or when a product is missing, spoiled, or prepared incorrectly. If you believe your order did not meet quality standards, contact us within 48 hours of receiving the order with your order number, name, and a brief description of the issue. We may request photos of the item to assess the situation. We reserve the right to determine whether a refund is appropriate based on the evidence provided.
Non-delivery or late delivery — If your order is not delivered within the expected delivery window, please notify us as soon as possible. In cases of non-delivery, a full refund will be issued or a replacement order can be prepared at no extra cost, subject to availability. For late deliveries, we will evaluate the impact on the dining experience and offer appropriate remedies, which may include a discount on the next order or a complimentary item when possible.
Cancellation and changes — Orders may be canceled or modified before they are prepared, depending on their stage in the kitchen and delivery process. To cancel, please contact our team immediately at +44 20 7946 0990 or via promontorycommons.sbs. If the order has already started preparation or is on the way, refunds may be partial or not available, depending on costs already incurred. We will communicate any applicable fees and the expected refund amount at the time of the request.
Refund methods — Approved refunds will be issued to the original payment method used for the purchase. If you paid by card, the refund will appear on the same card. In cases where the original method is not available, we will offer a suitable alternative in agreement with you. Please allow processing time as determined by your financial institution.
Quality guarantees — We stand behind the quality of our ingredients and preparation. If you are dissatisfied with any item due to presentation, temperature, or excessive seasoning, contact us within 48 hours of receipt. We may request the item to be returned in some circumstances or provide a replacement, discount, or credit towards a future order, at PromontoryCommons’s discretion.
Promotions and exclusions — Special promotions, set menus, and bundled offers may have specific terms that affect refunds. In cases where a portion of an order is included in a promotional package, the refund may be adjusted to reflect the value of the items actually delivered. This policy does not affect your rights under applicable consumer law.
Taxes and shipping — Refunds for taxes and shipping charges will follow the applicable tax rules and shipping policies. In general, taxes refunded will be calculated according to the portion of the order that is returned or canceled, and shipping refunds will be considered in accordance with the delivery method and cost incurred by PromontoryCommons for that order.
Data privacy — Any information you provide in connection with a refund request will be used solely to process the request and to communicate with you about its status. We will handle your data in accordance with our privacy practices. If you wish to have records deleted or anonymized, contact us at the details provided above.
Acceptance and changes to policy — By placing an order with PromontoryCommons, you agree to this Refund Policy. We may update this policy from time to time to reflect changes in our services or legal requirements. When updates occur, we will publish the revised policy at promontorycommons.sbs and note the effective date. Last updated: 2025-10-07.
Contact details — For any refund questions or requests, please contact us at +44 20 7946 0990 or reach us through promontorycommons.sbs. We aim to respond within one business day and will provide clear instructions on how to proceed with your refund request. Our service area includes London, NW1 6XE, United Kingdom, with delivery across our region from 221B Baker Street and associated locations.
Thank you for choosing PromontoryCommons. We appreciate your business and strive to ensure every meal is a positive experience.