Refund Policy

Thank you for choosing Mod Pizza. We are committed to delivering a satisfying dining experience with every order. This Refund Policy outlines the terms and conditions under which refunds, exchanges, and cancellations are handled. Please read this policy carefully before placing an order through our website at food-modpizza.rest or any affiliated ordering platform.

By placing an order with us, you agree to the terms described in this policy. If you have questions, please contact us at [email protected] before completing your purchase.

1. Our Commitment to Customer Satisfaction

At Mod Pizza, customer satisfaction is our top priority. We take great pride in the quality of our food and services. If your order does not meet our quality standards or if an error occurred during the preparation or delivery of your order, we are dedicated to making it right. Our refund policy has been designed to be fair, transparent, and easy to follow, consistent with consumer protection regulations under the Federal Trade Commission (FTC) Act and applicable state laws in the United States.

2. Eligibility Conditions for Refunds

A refund request may be considered eligible under the following circumstances:

• Incorrect Order: You received items that were different from what you ordered (e.g., wrong toppings, wrong size, wrong item).
• Missing Items: One or more items from your order were not included at the time of delivery or pickup.
• Food Quality Issues: The food received was undercooked, spoiled, or otherwise not fit for consumption upon receipt.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a system or processing error.
• Order Not Received: A delivery order was confirmed and charged but never delivered to the address provided, without a valid explanation from the delivery provider.
• Allergic or Dietary Errors: You submitted a specific allergy or dietary restriction during checkout, and the order was prepared in violation of that request, resulting in harm or unacceptable risk.

Refund requests that do not fall under the above categories will be reviewed on a case-by-case basis at our sole discretion.

3. Non-Refundable Items and Situations

The following items and circumstances are generally not eligible for a refund:

• Orders where the customer changed their mind after the order was confirmed and food preparation had begun.
• Customized orders made to personal specifications (custom pizza builds, specific sauce choices, etc.) where the order was prepared correctly as instructed.
• Promotional or discounted items purchased through limited-time deals, unless they also meet other eligibility criteria listed in Section 2.
• Gift cards, store credits, or promotional vouchers are non-refundable once issued or redeemed.
• Partially consumed food items, unless a quality issue was identified immediately upon receipt.
• Delays caused by third-party delivery services that are outside our direct control, such as traffic, weather, or carrier issues — though we will work with our delivery partners to assist in resolving complaints.
• Orders with incorrect delivery addresses provided by the customer.
• Dissatisfaction based solely on personal taste preferences where the order was prepared correctly.

4. Refund Request Timeframes

To be considered for a refund, requests must be submitted within the following timeframes:

Requests submitted outside these timeframes may not be eligible for a refund. We strongly encourage customers to inspect their orders upon receipt and contact us promptly if any issues are identified.

5. How to Request a Refund (Step-by-Step)

Follow the steps below to submit a refund request:

1. Step 1 – Gather Your Order Information: Locate your order confirmation email or receipt. Note your order number, date of purchase, and the specific items in question.
2. Step 2 – Document the Issue: If applicable, take clear photographs of the incorrect, missing, or low-quality items. Visual evidence significantly helps in processing your claim faster.
3. Step 3 – Contact Our Support Team: Send an email to [email protected] with the following details:
   • Full name
   • Email address used during checkout
   • Order number
   • Date and time of order
   • Description of the issue
   • Attached photos (if applicable)
   • Your preferred resolution (refund, replacement, or store credit)
4. Step 4 – Await Acknowledgment: Our team will acknowledge your refund request within 1–2 business days. We may ask for additional information or clarification to process your request.
5. Step 5 – Resolution Decision: After reviewing your request, we will notify you of our decision via email. If approved, the refund or replacement will be processed as outlined in Section 7 of this policy.

6. Cancellation Policy

We understand that plans can change. However, due to the nature of freshly prepared food, our cancellation window is limited:

• Online Orders: Cancellations must be requested within 5 minutes of placing the order. Once food preparation has begun, cancellations may not be possible, and a refund may not be issued.
• Scheduled Orders: For orders placed in advance (scheduled for a future time), cancellations are accepted up to 30 minutes before the scheduled preparation time.
• In-Store Orders: Once an in-store order has been accepted by our team and preparation has begun, cancellations are not permitted.

To request a cancellation, please contact us immediately at [email protected] and include your order number and the reason for cancellation. Approved cancellations will be refunded in full to the original payment method.

7. Refund Processing Times by Payment Method

Once a refund has been approved, processing times vary depending on the original payment method used:

Please note that while we process refunds promptly from our end, additional delays may occur depending on your financial institution or card issuer. We are not responsible for delays caused by banking processing times beyond our control.

8. Partial Refunds

In certain situations, a partial refund may be granted rather than a full refund. Partial refunds may apply in the following cases:

• Only a portion of the order was incorrect, missing, or of substandard quality — the refund will apply only to the affected items.
• The customer consumed a significant portion of the order before identifying a concern — a partial refund equivalent to the unconsumed or defective portion may be issued.
• Delivery fees may not be refunded if the delivery itself was completed successfully but the food order had minor issues.
• Discount codes or promotional adjustments applied to the original order may affect the eligible refund amount.

The amount of any partial refund will be communicated clearly in our resolution notification email.

9. Exchange Policy

In many cases, we prefer to resolve food-related issues by offering a replacement rather than a monetary refund, particularly in the case of:

• Incorrect items (we will prepare and deliver or make available the correct item at no additional cost).
• Missing items (we will arrange to send the missing item or provide a store credit equivalent to the item's value).
• Quality issues identified promptly upon receipt (we will prepare a fresh replacement).

Exchanges are subject to availability and store operating hours. If an exchange is not feasible due to time, location, or operational constraints, a monetary refund or store credit will be offered instead. Customers are not required to accept a replacement in lieu of a refund if they prefer a monetary resolution; however, we reserve the right to offer this option first.

10. Store Credit

As an alternative to a monetary refund, we may offer store credit applicable to future orders placed through food-modpizza.rest. Store credit:

• Will be issued to the account or email address associated with the original order.
• Is valid for 90 days from the date of issuance.
• Cannot be transferred, sold, or exchanged for cash.
• Is non-refundable once applied to a future order.

11. Dispute Resolution Process

If you are dissatisfied with our initial response to your refund request, you may escalate your concern through the following process:

1. Internal Review Request: Reply to the resolution email you received and formally request an internal review. Clearly state why you believe the initial decision was incorrect and provide any additional supporting documentation or evidence.
2. Escalation to Management: If the internal review does not result in a satisfactory outcome, you may request escalation to a senior member of our customer service team by emailing [email protected] with the subject line "Refund Escalation – [Your Order Number]."
3. Chargeback Process: As a consumer in the United States, you retain the right to dispute charges with your credit card company or bank in accordance with applicable federal and state consumer protection laws, including protections under the Fair Credit Billing Act (FCBA). We encourage customers to contact us first before initiating a chargeback, as we are committed to resolving issues directly and promptly.
4. FTC and State Consumer Protection Agencies: If you believe your consumer rights have been violated, you may file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or your state's Attorney General office. California residents may also have additional rights under the California Consumer Protection laws and may contact the California Department of Consumer Affairs.

12. Consumer Rights Under U.S. Law

As a consumer in the United States, you are protected by various federal and state laws, including but not limited to:

• Federal Trade Commission Act: Prohibits unfair or deceptive acts or practices in commerce. Our refund policy is designed to comply with FTC guidelines on fair business practices.
• Fair Credit Billing Act (FCBA): Provides protections for credit card users against billing errors and unauthorized charges.
• Electronic Fund Transfer Act (EFTA): Provides protections for debit card transactions and unauthorized transfers.
• State-Specific Consumer Protection Laws: Depending on your state of residence, you may have additional rights. California residents, for example, are protected by the California Consumer Privacy Act (CCPA/CPRA) and the California Consumers Legal Remedies Act (CLRA).

Nothing in this Refund Policy is intended to limit or waive any rights you may have under applicable federal or state law.

13. Changes to This Refund Policy

Mod Pizza reserves the right to update or modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website at food-modpizza.rest. We encourage customers to review this policy periodically. Continued use of our services after changes are posted constitutes acceptance of the updated policy. For material changes, we will make reasonable efforts to notify customers via email or a prominent notice on our website.

14. Contact Us for Refund Requests

For all refund inquiries, questions, or concerns related to this policy, please reach out to our customer support team using the contact details below. We are here to help and will respond as quickly as possible.

When contacting us regarding a refund, please include your order number, the email address associated with your order, and a detailed description of the issue to help us process your request efficiently.