Refund Policy
Last updated: October 1, 2025
At UrbanMeadowRiver, we want you to love every pizza, salad, side, dessert, and refreshing beverage like juice or lemonade you order from us. This Refund Policy explains when we issue refunds, replacements, or credits for orders placed through urbanmeadowriver.sbs or by calling +1 212 941 7994. Our principal location is 32 Spring Street, Nolita, New York, 10012, United States.
Eligibility for Refunds
Because our menu items are made-to-order and perishable, we do not accept physical returns. However, we will review refund or replacement requests when:
- Items are incorrect, missing, or arrive unsafe to consume.
- There are quality concerns (e.g., temperature, doneness, excessive delay).
- Delivery issues occur (e.g., significant lateness beyond the quoted window).
- Technical or operational errors affect your order or payment.
Order Changes and Cancellations
You may cancel or modify your order before preparation begins. Most orders enter our kitchen within minutes of confirmation. For scheduled orders, please request changes at least 60 minutes before the selected time. Once an item is in the oven or a courier has departed, cancellation or modification may no longer be possible. If we must cancel due to stock or operational constraints, you will receive a full refund.
Delivery Issues
If your delivery is significantly late beyond the quoted window, or if items arrive damaged, please contact us promptly. When delays are caused by circumstances under our control, we may offer a refund, replacement, or store credit. If the address provided is inaccurate or if the recipient is unavailable upon delivery despite reasonable attempts, we may be unable to refund delivery fees.
Quality Concerns
Your satisfaction matters. If your pizza or other items are not as ordered or do not meet our standards, contact us within 24 hours of delivery or pickup. Please include your order number and, when possible, clear photos of the issue. We may offer a replacement, partial refund, or store credit after review. For safety concerns, discard the affected items as instructed by our team.
Non-Refundable Scenarios
- Change of mind after preparation has started.
- Customization entered incorrectly by the customer.
- Inability to receive delivery due to customer unavailability or access issues.
- Orders placed via third-party platforms (their policies apply).
How to Request a Refund
To request a refund, replacement, or credit, use your order history on urbanmeadowriver.sbs or call +1 212 941 7994 within 24 hours of delivery or pickup. Provide your order number, a description of the issue, and photos if available. We aim to respond within one business day.
Refund Method and Timing
Approved refunds are issued to the original payment method in $. If you paid by cash or contactless on delivery, your refund may be provided as cash at our store or as store credit, at your preference where practical. Depending on your bank or payment provider, it may take 5–10 business days for funds to appear. Partial refunds apply only to affected items or fees. Delivery fees are refundable when an entire order is canceled before preparation or when the service failure is attributable to us.
Pricing, Taxes, and Currency
All refunds are limited to the amount paid in $, inclusive of applicable taxes for the refunded items. Promotional discounts are allocated proportionally and refunded accordingly. Tips are non-refundable except where the service failure is directly attributable to us.
Gift Cards and Store Credit
Gift cards are not redeemable for cash and are non-refundable except where required by law. Store credits, when issued, hold the same value in $ and typically expire 12 months from the date of issuance unless local law provides otherwise.
Allergens and Dietary Requests
We handle ingredients with care; however, cross-contact may occur. For medically significant allergen issues reported before consumption, please contact us immediately. We may offer a replacement or refund after review and will advise you to discard affected items for safety.
Governing Law
This policy is governed by the laws of United States. Any disputes should be brought in the competent courts of New York, unless mandatory law provides otherwise.
Updates to This Policy
We may update this Refund Policy to reflect changes in our operations or legal requirements. Changes take effect upon posting on urbanmeadowriver.sbs.
Contact
UrbanMeadowRiver
32 Spring Street, Nolita, New York, 10012, United States
+1 212 941 7994
urbanmeadowriver.sbs