Refund Policy

At Mod Pizza, we are committed to delivering a high-quality food experience with every order. We understand that sometimes things do not go as expected, and we want to make sure you feel confident when placing an order with us. This Refund Policy outlines the terms and conditions under which refunds, exchanges, and cancellations are handled. Please read this policy carefully before placing your order.

By placing an order through our website at pizz-mods.rest or by any other method we offer, you agree to the terms of this Refund Policy. If you have any questions or concerns, please contact us directly at [email protected].

1. Our Commitment to Customer Satisfaction

Mod Pizza takes pride in the quality, freshness, and accuracy of every order we prepare. Customer satisfaction is at the heart of everything we do. If your experience does not meet your expectations due to an error on our part, we will work quickly and fairly to make things right.

This policy applies to all orders placed directly through our website (pizz-mods.rest) or by phone. If you placed your order through a third-party delivery platform, please refer to that platform's own refund and cancellation policies, as we may have limited ability to process refunds for third-party orders.

2. Eligibility Conditions for Refunds

A refund may be issued under the following circumstances:

• Your order was incorrect due to an error made by Mod Pizza (wrong items, missing items, or wrong customization).
• The food you received was spoiled, contaminated, or clearly unfit for consumption upon delivery or pickup.
• You did not receive your order and we are unable to confirm delivery or pickup completion.
• A duplicate charge was applied to your payment method for the same order.
• Your order was significantly delayed beyond the estimated delivery or pickup time and you no longer wish to receive it, subject to our cancellation policy.
• A technical error during the online ordering process resulted in an incorrect charge.

Refunds will not be issued in the following situations:

• You changed your mind about the order after it was prepared or delivered.
• You ordered the wrong item and the order was prepared as specified by you.
• You claim dissatisfaction with taste or personal preference, where the order was prepared correctly and according to standard quality.
• The order was consumed in part or in full before a complaint was raised, unless there is a clear quality or food safety issue.
• Delays caused by third-party delivery services not affiliated with Mod Pizza.
• Promotional or discounted items unless the item itself is defective or incorrect.

3. Timeframes for Refund Requests

To be eligible for a refund, you must contact us within the following timeframes:

Requests submitted outside of these timeframes may not be eligible for a refund. We encourage you to inspect your order upon receipt and report any issues promptly.

4. Non-Refundable Items and Services

The following items and scenarios are generally non-refundable:

• Gift cards and promotional credits: These are non-refundable and cannot be exchanged for cash.
• Delivery fees: Delivery fees are non-refundable unless the non-delivery was due to our error.
• Service fees and platform fees: Any applicable service fees charged at the time of order are non-refundable.
• Orders placed correctly and prepared as requested: If your order matches what was submitted and was prepared correctly, no refund will be issued based solely on a change of preference.
• Partially consumed orders: Orders that have been significantly consumed are not eligible for a full refund unless a food safety issue is confirmed.
• Special event or catering orders cancelled after preparation has begun: See the Cancellation Policy section below for more details.

5. How to Request a Refund

Requesting a refund is simple. Please follow these steps to ensure your request is processed as quickly as possible:

1. Step 1 — Contact Us Promptly: Reach out to our customer support team via email at [email protected] or visit our website at pizz-mods.rest to submit a refund request within the applicable timeframe.
2. Step 2 — Provide Your Order Details: Include your full name, order number, date and time of the order, the item(s) in question, and the reason for your refund request.
3. Step 3 — Include Supporting Evidence (if applicable): If the issue involves food quality, incorrect items, or missing items, please provide clear photographs of the food or packaging. This helps us investigate and resolve your claim more effectively.
4. Step 4 — Wait for Confirmation: Our team will acknowledge your request within 1–2 business days and may follow up with additional questions if needed.
5. Step 5 — Refund Decision: Once our review is complete, we will notify you of our decision via email. If your refund is approved, it will be processed according to the method described in the section below.

6. Refund Processing Times by Payment Method

Once a refund is approved, the time it takes for you to receive the funds depends on your original payment method:

Please note that while we process refunds promptly on our end, the actual time for funds to appear in your account is subject to your bank or financial institution's processing times, which are outside of our control.

7. Partial Refunds

In some cases, a partial refund may be more appropriate than a full refund. Partial refunds may be granted under the following conditions:

• Only some items in your order were incorrect or missing (a refund will be issued for the affected items only).
• The food quality was partially acceptable, but one or more specific items were unsatisfactory.
• You received a promotional discount on your order, and the refund will reflect the actual amount paid rather than the full menu price.
• A portion of the order was consumed before the issue was discovered, and we cannot verify the full extent of the problem.

In all cases of partial refunds, we will communicate clearly with you about the amount being refunded and the reason for the partial amount before processing.

8. Exchange Policy

Because our products are freshly prepared food items, traditional product exchanges are not always possible. However, we do offer the following options as alternatives to refunds in appropriate situations:

• Order Replacement: If your order was incorrect or a food quality issue is confirmed, we may offer to remake and re-deliver or provide pickup of the correct order at no additional charge, subject to availability and location hours.
• Store Credit: In some cases, we may offer store credit equivalent to the value of the affected item(s), which can be applied to your next order. Store credits do not expire and have no cash value.
• Menu Item Substitution: If a specific item is unavailable for replacement, we may offer a comparable menu item of equal or greater value as a substitute, with your approval.

Exchanges or replacements are offered at our discretion and are subject to the same eligibility conditions as refunds. We will always aim to find the best solution for your situation.

9. Cancellation Policy

Orders can be cancelled under the following conditions:

9.1 Standard Orders

• You may cancel a standard order within 5 minutes of placing it for a full refund, provided preparation has not yet begun.
• If preparation has already started, cancellation may not be possible and no refund will be issued.
• To request a cancellation, contact us immediately at [email protected] or call us as soon as possible after placing the order.

9.2 Catering and Group Orders

• Catering or large group orders must be cancelled at least 24 hours before the scheduled delivery or pickup time to receive a full refund.
• Cancellations made between 12 and 24 hours before the scheduled time may receive a partial refund of up to 50% of the total order value.
• Cancellations made less than 12 hours before the scheduled time are not eligible for a refund, as food preparation will have already commenced.

9.3 Pre-Orders and Scheduled Orders

• Pre-orders and future-scheduled orders may be cancelled up to 2 hours before the scheduled preparation time for a full refund.
• Cancellations after preparation has begun are not eligible for a refund.

10. Dispute Resolution Process

We hope that all refund and order issues can be resolved directly through our customer support team. However, if you feel that your concern has not been adequately addressed, the following dispute resolution process applies:

10.1 Internal Escalation

If your initial refund request is denied or you are unsatisfied with the outcome, you may request an escalation by emailing [email protected] with the subject line "Refund Dispute Escalation." A senior member of our team will review your case within 3–5 business days and provide a final determination.

10.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute charges with your bank or credit card issuer if you believe a transaction was unauthorized or erroneous. We encourage you to contact us first before initiating a chargeback, as we are committed to resolving issues fairly and promptly. Initiating a chargeback without first contacting us may delay resolution and could result in account restrictions.

10.3 Consumer Protection

This policy is governed by applicable United States federal and state consumer protection laws, including regulations enforced by the Federal Trade Commission (FTC). If you believe your consumer rights have been violated, you may file a complaint with the FTC at ftc.gov or with your state's Attorney General's office.

10.4 Informal Resolution

We strongly encourage informal resolution of any disputes before pursuing formal legal action. Please reach out to us and give us the opportunity to make things right before escalating the matter externally.

11. Contact Information for Refund Requests

For all refund requests, cancellations, and order-related concerns, please contact us using the information below. Our customer support team is here to help you and will respond as quickly as possible.

Our customer support team is available during normal business hours. We aim to respond to all refund inquiries within 1–2 business days.

12. Changes to This Policy

Mod Pizza reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on our website at pizz-mods.rest with an updated effective date. We encourage you to review this policy periodically. Continued use of our services after any changes constitutes your acceptance of the updated policy.

If you have any questions about this Refund Policy, do not hesitate to reach out to us at [email protected]. We value your business and are committed to making every experience with Mod Pizza a great one.