Refund Policy

You pay for the pizza that actually lands. No hidden fees, no subscriptions, no service-charge stack. If the pizza fails to land or arrives materially wrong through no fault of yours, OpenCrust will work to make it right.

Pressing the pizza button places a hold on your card for the estimated order amount. Money is not actually charged until OpenCrust captures payment, which happens after the restaurant confirms the order.

If the restaurant cannot accept the order, the delivery location is unsupported, the final total would exceed the authorization, or you cancel before capture, the authorization is released and you are not charged. Your bank may take a few business days to release the hold visually.

Once payment is captured, the order is in motion. If the pizza does not land or arrives materially wrong for reasons we can verify, OpenCrust will review the order for a refund.

Examples of eligible refund cases: the pizza never arrives, the wrong order is delivered, the order is significantly different from what the restaurant confirmed, the courier delivers to a wrong address that you correctly provided, or the order is canceled by the restaurant after capture.

Taste or preference. We cannot refund pizza because you wanted thicker crust or different toppings than what was ordered.

Partial consumption. We cannot refund pizza that you ate most of before reporting a problem.

Customer-unreachable cases. If the courier attempts delivery, follows the address you provided, and cannot reach you because the phone number on file does not answer or the location is inaccessible, the order is generally considered delivered.

Repeat dispute patterns. Accounts that repeatedly dispute orders for reasons that do not qualify may be suspended.

Write to support@opencrust.app from the email address on your account.

Include your order id, what went wrong in plain words, and a photo if applicable (wrong pizza, damaged delivery, missing items).

Do not send raw card numbers, CVC values, passwords, or any sensitive payment credentials. They are not safe to email and we do not need them.

A human reviews every refund request. No bot loop. We may contact the restaurant or courier to verify what happened.

During private beta we triage in batches and aim to provide an initial response within one business day. We aim to make a final refund decision within five business days, faster where law requires it.

Approved refunds are issued back to the original payment method.

Card refunds typically appear in your account within five to ten business days after we issue them. The exact timing depends on your bank.

If the refund does not appear within ten business days after we have confirmed issuance, write to support@opencrust.app and we will help track it.

When an order is partially wrong (for example, a missing side item, or a portion of the order that did not arrive), OpenCrust may issue a partial refund corresponding to the affected portion of the order.

The MVP operator route currently supports full refunds only. As fulfillment matures, partial refunds will be supported and this policy will be updated.

We prefer to work problems out directly. If you believe a charge is incorrect, write to us first. We respond faster than your bank can.

Filing a chargeback before contacting OpenCrust skips the human review process and may delay resolution. Repeated chargebacks for orders that do not qualify under this policy may result in account suspension.

If the issue is the restaurant's fault (wrong order, cold pizza, missing items), OpenCrust handles the refund on our side and works with the restaurant separately. You do not need to contact the restaurant for refund purposes.

For serious food-safety or allergy concerns, contact the restaurant directly and OpenCrust support. We will treat those cases with priority.

OpenCrust may update this Refund Policy as fulfillment infrastructure matures. When we make material changes, we will update the date at the top of this page.

This policy may be updated as fulfillment infrastructure matures.

Refund requests and order issues: support@opencrust.app.

Privacy and data requests: privacy@opencrust.app.