Refund Policy
Welcome to OrbitImagineSource’s Refund Policy. This document explains how we handle refunds, exchanges, and cancellations for orders placed at orbitimaginesource.xyz. Our goal is to ensure every guest experiences quality food and fair treatment, while maintaining the efficiency needed to keep our service timely and reliable. If you have any questions not covered here, please contact us at +44 20 7946 0958.
Scope and eligibility. This policy applies to all orders placed directly through our website or by phone for delivery or pickup from London, W1A 1AB and surrounding areas. Refunds may be issued for eligible orders that do not meet the expected standards of our products or service, including incorrect items, severely delayed delivery, cold or spoiled food, or items missing from the order. Gift cards or promotional offers may be excepted from certain refund types, per the terms of the promotion.
Order accuracy and quality. If your order is incorrect or arrives in unacceptable condition, please notify us within 48 hours of delivery. Include your order number, a brief description of the issue, and, if possible, photos of the item. We reserve the right to request additional information to verify the claim. We may offer one of the following remedies: a replacement item at no additional cost, a credit toward a future order, or a full/partial refund to the original payment method, depending on the circumstances and at our discretion.
Delivery delays and availability. Delays caused by weather, traffic, or third-party courier services are common in the delivery industry. In such cases, we will strive to communicate updated expected delivery times. For substantial delays (beyond the promised window) that affect a significant portion of the order, we may offer a discount or a partial refund. Refunds for delays are issued on a case‑by‑case basis.
Cancellation policy. If you place an order for standard items and wish to cancel before it has begun processing for preparation or dispatch, you may be eligible for a full refund. If preparation has started or the order has entered the delivery stage, a cancellation may incur a small processing fee or result in a partial refund, at our discretion. Custom or special menu items may be non-refundable in full or part, depending on preparation status.
Non-alcoholic beverages and sides. In keeping with our family-friendly approach, all beverages offered are non-alcoholic and suitable for general audiences. If a beverage option is unavailable, we may substitute with a comparable non-alcoholic drink such as juice or soda. Any substitution will be communicated at the time of order and reflected in the final invoice.
Refund timing and method. Refunds are issued to the original payment method once the claim is approved. Processing times vary by payment provider but typically take 5–10 business days. If you used a prepaid balance or store credit, the corresponding amount will be re-credited to your OrbitImagineSource account or to the original payment method as applicable.
Contact and process notes. You can reach our customer support at +44 20 7946 0958 or via the contact page on orbitimaginesource.xyz. Please include your order number, contact details, and a clear description of the issue. For faster resolution, attach relevant evidence such as photos or your receipt. Our team aims to respond within 1–2 business days.
Changes to this policy. We may update this Refund Policy from time to time to reflect changes in our practices or regulatory requirements. The latest version will be posted on orbitimaginesource.xyz with a “Last updated” date. By placing an order, you acknowledge and accept the terms described herein.
Company details. This policy is issued by OrbitImagineSource located in London, W1A 1AB, United Kingdom; mailing address is 12 Pizza Lane. For inquiries about refunds or to discuss a specific case, please contact us at +44 20 7946 0958.
Last updated: June 20, 2025