Refund Policy

At Mod Pizza, we are committed to delivering a high-quality dining experience and ensuring complete customer satisfaction. This Refund Policy outlines the terms and conditions under which refunds, exchanges, and cancellations are processed for orders placed through our website at modpizzza.rest or through any of our official ordering channels. Please read this policy carefully before placing your order.

By placing an order with us, you acknowledge that you have read, understood, and agreed to the terms set forth in this Refund Policy. This policy is governed by applicable United States consumer protection laws, including guidelines established by the Federal Trade Commission (FTC) under the FTC Act, as well as any applicable state-specific regulations.

1. Our Commitment to Customer Satisfaction

We take pride in the quality of every pizza and food item we prepare. If for any reason you are not fully satisfied with your order, we encourage you to contact us immediately so that we can make it right. Our goal is to resolve every concern quickly, fairly, and professionally. Customer satisfaction is at the heart of everything we do, and we will work diligently to address any issues that arise with your order.

2. Eligibility Conditions for Refunds

To be eligible for a refund, the following conditions must generally be met:

• The order was placed directly through our official website (modpizzza.rest) or through an authorized ordering channel associated with Mod Pizza.
• The refund request is submitted within the applicable timeframe outlined in Section 3 of this policy.
• The issue reported is verifiable and falls within one of the accepted refund categories listed below.
• The customer provides sufficient documentation or information to support the claim (e.g., order number, description of the issue, photographs if applicable).

2.1 Accepted Refund Categories

Refunds may be issued under the following circumstances:

• Incorrect Order: You received 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.
• Food Quality Issues: The food received was undercooked, spoiled, contaminated, or otherwise did not meet acceptable food safety and quality standards.
• Delivery Failure: Your order was never delivered and cannot be located despite being marked as delivered.
• Duplicate Charge: You were charged more than once for the same order due to a technical or processing error.
• Order Cancellation: Your order was cancelled by Mod Pizza due to unavailability of items, technical errors, or operational issues on our end.

3. Timeframes for Refund Requests

To ensure a timely and effective resolution, all refund requests must be submitted within the timeframes listed below. Requests submitted outside of these windows may not be eligible for a refund at our discretion.

We strongly recommend that you inspect your order upon receipt and contact us immediately if you notice any discrepancies. The sooner you notify us, the faster we can resolve the issue.

4. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds. Please review the following non-refundable categories carefully:

• Change of Mind: Orders that have already been prepared and are ready for pickup or have been dispatched for delivery cannot be refunded simply because you changed your mind or no longer want the item.
• Consumed Items: Food items that have been substantially consumed cannot be refunded unless there is a documented food safety concern.
• Customization Errors by Customer: If an incorrect order resulted from errors made by the customer during the ordering process (e.g., selecting wrong toppings, incorrect quantity), a full refund may not be issued, though a partial resolution may be offered at our discretion.
• Promotional or Discounted Items: Items purchased under special promotions, limited-time offers, or using discount codes are generally non-refundable unless a qualifying issue is reported.
• Gift Cards and Store Credits: Gift cards and any store credit balances are non-refundable and cannot be exchanged for cash.
• Delivery Fees: Delivery fees are non-refundable unless the order was never delivered due to a fault on our part.
• Service Fees and Tips: Service fees and gratuities charged at the time of purchase are non-refundable once the order has been confirmed and processed.

5. How to Request a Refund

If you believe you are eligible for a refund, please follow the steps below to submit your request. Acting promptly will help us resolve your concern as quickly as possible.

Step-by-Step Refund Request Process

1. Gather Your Order Information: Before reaching out, please have the following details ready:
   • Your full name and contact information
   • Your order number or confirmation number
   • The date and time the order was placed
   • A clear description of the issue you experienced
   • Photographs or supporting documentation, if applicable (especially for food quality or incorrect item issues)
2. Contact Our Customer Support Team: Reach out to us through one of the following methods:
   • Email: [email protected]
   • Website: modpizzza.rest
3. Provide All Required Details: When submitting your request, clearly state the nature of your complaint, provide your order number, and attach any supporting photographs or documentation that may help us assess your claim.
4. Wait for Confirmation: Once we receive your request, our customer support team will send you an acknowledgment within 1–2 business days confirming receipt of your inquiry.
5. Review and Decision: Our team will review your request and assess eligibility based on the criteria outlined in this policy. You will receive a decision within 3–5 business days of acknowledgment.
6. Refund Issuance: If your refund is approved, it will be processed according to the timeframes and methods outlined in Section 6 of this policy.

6. Refund Processing Times by Payment Method

Once a refund is approved, the time it takes to appear in your account will vary depending on the original payment method used. Please refer to the table below for estimated processing times:

Please note that while we process refunds promptly on our end, the time it takes for funds to appear in your account is ultimately determined by your bank or payment provider. We are not responsible for any delays caused by third-party financial institutions.

7. Partial Refunds

In certain situations, only a partial refund may be issued rather than a full refund. Partial refunds may be applicable in the following circumstances:

• Only a portion of the items in your order were incorrect, missing, or unsatisfactory.
• The food quality concern applies to only part of the order, while the remaining items were delivered satisfactorily.
• The customer partially consumed a food item before discovering an issue, and the nature of the complaint does not warrant a full refund.
• A discount, coupon, or promotion was applied to the original order that reduces the refundable amount.
• Delivery fees or service charges were incurred and are applicable to the portion of the order that was fulfilled correctly.

In any case where a partial refund is issued, we will clearly communicate the refund amount and the reasoning behind the determination.

8. Exchange Policy

For food orders, direct item exchanges may be possible depending on the nature of the issue and the operational capacity of the location at the time of the complaint. The following applies to our exchange policy:

• Incorrect Items: If you received the wrong item, we will make every effort to prepare and send the correct item as quickly as possible, subject to availability and operational capacity.
• Quality Issues: If a food item does not meet our quality standards and the issue is reported promptly, we may offer to replace the item or provide a store credit equivalent to the value of the affected item.
• Replacement Timeframe: Exchange requests must be made within 2 hours of receiving the original order.
• Limitations: Exchanges are subject to ingredient and item availability at the time of the request. If a replacement cannot be fulfilled, a refund or store credit will be offered instead.

9. Cancellation Policy

We understand that plans can change. Below is our cancellation policy for orders placed through modpizzza.rest or our official ordering channels:

9.1 Customer-Initiated Cancellations

• Before Preparation Begins: If you wish to cancel your order and the kitchen has not yet started preparing it, a full refund will be issued. Please contact us immediately after placing the order to request a cancellation.
• After Preparation Has Begun: Once food preparation has begun, cancellations may not be possible. In such cases, store credit may be offered at our discretion.
• Delivery Orders in Transit: Orders that are already out for delivery cannot be cancelled. Please plan accordingly when placing your order.

9.2 Mod Pizza-Initiated Cancellations

In the event that we are unable to fulfill your order due to ingredient unavailability, technical issues, store closures, or other operational reasons, we will notify you as soon as possible and issue a full refund to your original payment method. Such refunds will be processed within 5–7 business days.

10. Dispute Resolution Process

If you are dissatisfied with the outcome of your refund request or believe your concern has not been adequately addressed, you have the right to escalate the matter through the following process:

1. Internal Escalation: Contact our customer support team at [email protected] and request that your case be escalated to a senior customer service representative or manager. Please include your original case or ticket number in your message.
2. Written Formal Complaint: Submit a formal written complaint via email detailing the nature of your dispute, the steps already taken, and the resolution you are seeking. Our management team will review and respond within 5 business days.
3. Third-Party Mediation: If a satisfactory resolution cannot be reached through direct communication, either party may request third-party mediation. Mediation shall be conducted in good faith in accordance with applicable laws of the United States.
4. Consumer Protection Agencies: You also have the right to file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or with your state's consumer protection office if you believe your consumer rights have been violated.
5. Chargeback Rights: If you believe you have been wrongly charged and have not been able to resolve the matter directly with us, you retain the right to contact your bank or credit card provider to initiate a chargeback, as permitted under applicable financial regulations.

11. Changes to This Refund Policy

Mod Pizza reserves the right to modify or update this Refund Policy at any time to reflect changes in our business practices, applicable law, or operational requirements. Any updates will be posted on our website at modpizzza.rest with a revised effective date. We encourage you to review this policy periodically to stay informed of any changes. Continued use of our services following the posting of any changes constitutes acceptance of the revised policy.

12. Contact Information for Refund Requests

For all refund requests, cancellations, exchanges, or questions related to this policy, please contact our customer support team using the details below. We are here to help and will do our best to resolve your concern promptly and fairly.

Our customer support team is available to assist you and will do everything possible to ensure your experience with Mod Pizza is a positive one. We appreciate your business and thank you for choosing us.