Refund Policy

At Mod Pizza, customer satisfaction is at the heart of everything we do. We understand that sometimes an order may not meet your expectations, and we are committed to making things right. Please read this Refund Policy carefully to understand your rights and our procedures regarding refunds, cancellations, and exchanges.

This Refund Policy applies to all purchases made through our website at mod-pizz.rest, through our mobile ordering platform, by phone, or in person at our location. By placing an order with us, you agree to the terms outlined in this policy.

1. Our Commitment to Quality

We take great pride in preparing fresh, high-quality food for every customer. Every order is made with care and attention to detail. However, we recognize that errors can occasionally occur — whether due to an incorrect item, a preparation mistake, or a quality concern. In such cases, we are fully committed to resolving the issue promptly and fairly.

This policy has been developed in accordance with applicable consumer protection laws in the United States, including the Federal Trade Commission (FTC) Act, which prohibits unfair or deceptive business practices, as well as applicable state consumer protection statutes.

2. Eligibility for a Refund

You may be eligible for a full or partial refund if one or more of the following conditions are met:

• Incorrect Order: You received an item or items that are different from what you ordered.
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issue: The food was undercooked, overcooked, or otherwise did not meet reasonable quality standards.
• Allergic Ingredients: An item was prepared with an allergen that was explicitly noted as an exclusion in your order, posing a health risk.
• Damaged or Spoiled Food: The food arrived in a condition that made it unfit for consumption due to damage during delivery.
• Duplicate Charge: You were charged more than once for the same order due to a technical error.
• Order Not Received: Your delivery order was not delivered within a reasonable time window and was confirmed lost or undelivered.

We reserve the right to request supporting documentation, such as photographs of the food item, to process certain refund claims. This helps us ensure the quality of our service and identify areas for improvement.

3. Timeframes for Refund Requests

To ensure fair and accurate resolution, refund requests must be submitted within the following timeframes:

Requests submitted after these deadlines may not be eligible for a refund. We encourage customers to inspect their orders promptly upon receipt and contact us as soon as possible if there is an issue.

4. Non-Refundable Items and Situations

Certain purchases and circumstances are not eligible for refunds. These include, but are not limited to:

5. How to Request a Refund — Step-by-Step

We have made the refund request process as simple as possible. Please follow these steps to submit your request:

1. Step 1 — Gather Your Information: Locate your order confirmation number, the date and time of your order, and a description of the issue. If applicable, take clear photographs of the food item(s) in question.
2. Step 2 — Contact Our Team: Reach out to our customer support team using one of the contact methods listed in Section 11 of this policy. You can contact us by email at [email protected] or through the contact form on our website at mod-pizz.rest.
3. Step 3 — Submit Your Claim: In your message, clearly describe the issue you experienced, include your order number, the items affected, and attach any photographs or supporting documentation.
4. Step 4 — Await Confirmation: Our team will acknowledge your request within 1 to 2 business days. We may follow up with additional questions to better understand your experience.
5. Step 5 — Review and Decision: After reviewing your claim, we will notify you of our decision within 3 to 5 business days. If your refund is approved, we will initiate the process immediately.
6. Step 6 — Receive Your Refund: Refunds will be issued through the original payment method used at the time of purchase, unless otherwise agreed upon.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes for funds to appear in your account depends on your payment method:

Please note that while we process refunds on our end promptly, the actual timing of funds appearing in your account is ultimately determined by your bank or payment provider. Mod Pizza is not responsible for delays caused by financial institutions.

7. Partial Refunds

In some situations, only a partial refund may be issued. This applies when:

• Only specific items in an order were incorrect or missing, while the rest of the order was received correctly.
• A quality issue affected only part of a meal or combo order.
• A portion of the food was consumed before the issue was identified (in cases where it is reasonable to do so).
• A delivery fee is non-refundable, but the food cost is eligible for reimbursement.
• A discount or promotional code was applied at the time of purchase, adjusting the refund amount accordingly.

The amount of any partial refund will be clearly communicated to you by our customer support team before the refund is processed.

8. Exchange Policy

In many cases, rather than issuing a refund, we may offer to replace your order or the affected items at no additional charge. This is often the fastest way to resolve a concern and ensure you receive a satisfying meal.

Exchanges are available under the following conditions:

• The replacement request is made within 24 hours of the original order.
• The customer is located within our delivery zone or is able to pick up from our location.
• The replacement item is available on our current menu.
• The original error or quality issue falls within the eligible refund categories listed in Section 2.

If a replacement is not feasible (for example, due to timing or availability), we will offer a full or partial refund or store credit instead.

9. Cancellation Policy

We begin preparing your food shortly after your order is placed, so our cancellation window is limited. Please review the following cancellation terms:

9.1 Online and App Orders

Online orders may be cancelled for a full refund within 5 minutes of the order being placed, provided food preparation has not yet begun. After preparation has started, cancellations are not possible, and no refund will be issued for a change of mind.

9.2 Phone Orders

Phone orders may be cancelled if you call us immediately after placing the order and preparation has not yet begun. Please contact us as quickly as possible at [email protected] for any cancellation requests.

9.3 In-Store Orders

In-store orders that are already in preparation cannot be cancelled. If there is an issue with a completed in-store order, please speak with a team member immediately before leaving the location.

9.4 Catering and Large Group Orders

For catering or large group orders, cancellations must be made at least 48 hours in advance of the scheduled fulfillment time to be eligible for a full refund. Cancellations made less than 48 hours in advance may be subject to a cancellation fee of up to 50% of the order total to cover preparation costs and reserved ingredients.

10. Dispute Resolution

We strongly encourage customers to contact our support team directly before initiating any formal dispute process. The majority of issues can be resolved quickly and amicably through direct communication.

10.1 Internal Resolution

Contact our customer service team at [email protected]. We aim to resolve all disputes within 5 to 7 business days of receiving your complaint.

10.2 Chargeback Policy

If you initiate a chargeback with your bank or credit card provider before contacting us, it may delay the resolution of your concern. We ask that customers give us the opportunity to resolve matters directly. Fraudulent chargebacks for orders that were correctly fulfilled may result in restrictions on future orders.

10.3 Consumer Protection Resources

If you believe your consumer rights have been violated, you may file a complaint with the following authorities:

• Federal Trade Commission (FTC): www.ftc.gov — for unfair or deceptive business practices.
• Your State Attorney General's Office: For state-specific consumer protection complaints.
• Better Business Bureau (BBB): www.bbb.org — for business dispute mediation.

10.4 Governing Law

This Refund Policy shall be governed by and construed in accordance with the laws of the United States of America and applicable state laws. Any disputes arising under this policy shall be subject to the jurisdiction of the applicable courts.

11. Contact Information for Refund Requests

If you have any questions about this Refund Policy, need to submit a refund request, or want to follow up on an existing claim, please do not hesitate to reach out to us through any of the following channels:

When contacting us, please have the following information ready to help us process your request as efficiently as possible:

• Your full name and contact information
• Your order number or confirmation code
• Date and time of the order
• A detailed description of the issue
• Photographs or supporting documentation (if applicable)
• Your preferred resolution (refund, replacement, or store credit)

12. Policy Updates

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