Refund Policy

At Mod Pizza, we are committed to providing our customers with the highest quality food and dining experience. We understand that occasionally issues may arise with your order, and we want to ensure you are completely satisfied. 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-mod.rest or through any of our service channels, you agree to the terms set forth in this Refund Policy. This policy is governed by applicable United States federal and state consumer protection laws, including regulations enforced by the Federal Trade Commission (FTC) under the FTC Act.

1. Eligibility Conditions for Refunds

Mod Pizza strives to ensure every customer receives their order accurately and in excellent condition. Refunds may be issued under the following circumstances:

• Incorrect Order: You received items that do not match what you ordered. This includes wrong toppings, incorrect pizza size, or entirely different items from what was placed in your order.
• Missing Items: One or more items included in your confirmed order were not delivered or provided at the time of pickup.
• Food Quality Issues: The food received was of unacceptable quality, including items that were undercooked, overcooked, contaminated, or otherwise inedible.
• Damaged or Spoiled Food: Items arrived damaged, spoiled, or in an unsatisfactory condition that was not caused by the customer's own handling after receipt.
• Order Not Received: A delivery order that was confirmed and charged but never arrived at the provided delivery address.
• Duplicate Charges: You were charged more than once for a single order due to a technical or processing error.
• Unauthorized Transactions: A charge appeared on your payment method that you did not authorize. In such cases, we recommend also contacting your financial institution.

To be eligible for a refund, the issue must be reported within the specified timeframes outlined in Section 2 below. Refund requests submitted outside of these timeframes may not be honored at our discretion.

2. Timeframes for Refund Requests

Timely reporting is essential for us to investigate and resolve your concern. The following timeframes apply to refund requests:

We strongly encourage customers to inspect their orders upon receipt. Delays in reporting may limit our ability to verify the issue, which may affect the outcome of your refund request. Reports submitted after these timeframes will be reviewed on a case-by-case basis, and we reserve the right to decline refunds for late submissions.

3. Non-Refundable Items and Services

Certain items and scenarios are not eligible for refunds. These include, but are not limited to:

• Change of Mind: Orders that have been prepared and are no longer desired due to a change in preference or appetite are not eligible for refunds.
• Customization Errors by the Customer: If you made an error in selecting toppings, crust type, or other customizable options when placing your order, we are unable to issue a refund once the item has been prepared.
• Partially Consumed Items: Items that have been substantially consumed and then returned or reported as unsatisfactory are generally not eligible for full refunds, except in cases of legitimate food safety concerns.
• Promotional or Discounted Items: Items purchased using special promotions, discount codes, or limited-time offers may not be eligible for refunds unless there is a genuine quality or accuracy issue.
• Gift Cards and Store Credit: Once issued or redeemed, gift card balances and promotional store credits are non-refundable and cannot be exchanged for cash.
• Delivery Fees: Delivery fees are non-refundable unless the order was never delivered due to an error on our part.
• Service Charges and Taxes: Applicable taxes and service charges are non-refundable once the transaction has been processed, in accordance with applicable law.

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

If you believe you are eligible for a refund based on the criteria above, please follow these steps to submit your request:

1. Step 1 – Document the Issue: Before contacting us, take photographs of the incorrect, damaged, or unsatisfactory item(s). Written documentation of the issue will help expedite your request.
2. Step 2 – Gather Your Order Information: Locate your order confirmation number, the date and time of your order, and the payment method used. This information is typically included in your email confirmation.
3. Step 3 – Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: pizz-mod.rest
4. Step 4 – Provide Required Information: In your refund request, include the following:
   • Full name
   • Contact email address or phone number
   • Order confirmation number
   • Description of the issue
   • Supporting photos or documentation (if applicable)
   • Preferred resolution (refund, replacement, or store credit)
5. Step 5 – Await Confirmation: Our team will acknowledge your request within 1–2 business days and may follow up with additional questions if needed to complete the review.
6. Step 6 – Resolution: Once your request has been reviewed and approved, we will notify you of the outcome and initiate the appropriate resolution — whether a refund, replacement, or store credit.

5. Refund Processing Times by Payment Method

Once a refund has been approved, processing times vary depending on the original payment method used. Please refer to the table below:

Please note that while we process refunds promptly upon approval, the actual time for the refund to appear in your account depends on your financial institution's processing times. Mod Pizza is not responsible for delays caused by banks or payment processors.

6. Partial Refunds

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

• Only a portion of your order was incorrect, missing, or unsatisfactory. In this case, you will receive a refund for the affected items only.
• The item was partially consumed before the quality issue was identified.
• The order was partially correct, and only specific components require compensation.
• A discount or promotional code was applied to the order, in which case the refund will reflect the actual amount paid for the affected item(s) after the discount was applied.
• Delivery fees will not be refunded if the delivery was successfully completed, even if a partial refund is issued for the food items.

The determination of whether a full or partial refund is appropriate will be made at the discretion of our customer support team based on the specific details of the complaint and supporting evidence provided.

7. Exchange Policy

In many cases, especially for in-store and immediate pickup orders, we may offer to replace or re-make your order as an alternative to a monetary refund. Our exchange policy is as follows:

• Incorrect Orders (In-Store or Pickup): If you received the wrong item at a physical location or during pickup, please bring the incorrect item back to the restaurant along with your receipt. We will re-make the correct order at no additional charge.
• Delivery Orders: For delivery orders where an exchange is requested, we will arrange for a replacement order to be sent to you if logistics allow. The replacement will be processed as a priority order.
• Quality Issues: If the food quality does not meet our standards, we will re-make the item. However, we ask that you contact us within the specified timeframes (see Section 2).
• No Exchange for Change of Mind: We do not offer exchanges due to customer preference changes after the order has been prepared.

Exchanges are subject to availability and are provided at Mod Pizza's sole discretion. If an exchange is not feasible due to location, timing, or other logistical constraints, a refund or store credit will be offered as an alternative.

8. Cancellation Policy

Due to the perishable and time-sensitive nature of food preparation, our cancellation window is very limited. Please review the following cancellation terms carefully:

• Online and App Orders: You may cancel your order within 5 minutes of placing it, provided that food preparation has not yet begun. Once preparation starts, cancellations are no longer accepted.
• Phone Orders: Cancellations must be made immediately by calling back the restaurant. We cannot guarantee cancellation once the call has ended and preparation has started.
• In-Store Orders: In-store orders cannot be cancelled once they have been placed with the cashier and the preparation process has begun.
• Scheduled/Advance Orders: If you placed a scheduled order in advance, cancellations must be made at least 1 hour before the scheduled preparation time to qualify for a full refund.
• Catering or Large Group Orders: For catering orders or large group orders (10 or more items), cancellations must be made at least 24 hours before the scheduled pickup or delivery time. Cancellations made within 24 hours of a catering order may be subject to a partial cancellation fee to cover ingredients and preparation costs already incurred.

If a valid cancellation request is made within the appropriate timeframe, a full refund will be processed to the original payment method within the timeframes described in Section 5.

9. Dispute Resolution Process

We encourage all customers to contact us directly first before initiating any formal dispute. Our goal is to resolve all issues quickly, fairly, and amicably. If you are dissatisfied with the outcome of your refund request, the following dispute resolution process applies:

Step 1: Internal Review

Submit a written escalation request to [email protected] with the subject line "Refund Dispute Escalation." Include your original refund request details, the response you received, and the reason you are disputing the outcome. Our management team will conduct a secondary review and respond within 5 business days.

Step 2: Chargeback and Payment Disputes

If you are unable to resolve your issue through our internal process, you have the right to initiate a chargeback through your credit card issuer or payment provider. Under the Fair Credit Billing Act (FCBA) and applicable consumer protection regulations, you may dispute unauthorized or incorrect charges with your bank or credit card company. We will cooperate fully with any legitimate chargeback investigations.

Step 3: Consumer Protection Agencies

Customers in the United States may also file a complaint with the Federal Trade Commission (FTC) at ftc.gov/complaint or with their state's Attorney General office if they believe our refund practices are unfair or violate applicable consumer protection laws.

Step 4: Legal Resolution

Any disputes that cannot be resolved through the above methods shall be governed by the laws of the United States and the state in which Mod Pizza operates. Any formal legal proceedings shall be subject to the jurisdiction of the appropriate courts serving our business location.

10. Contact Information for Refund Requests

For all refund requests, questions about this policy, or concerns about your order, please reach out to us through the following channels:

When contacting us, please have your order confirmation number and relevant details ready to help us assist you as efficiently as possible. We aim to respond to all refund inquiries within 1–2 business days.

11. Changes to This Refund Policy

Mod Pizza reserves the right to update or modify this Refund Policy at any time. Changes will become effective immediately upon posting to our website at pizz-mod.rest. We encourage customers to review this policy periodically to stay informed of any updates. Continued use of our services following any modifications constitutes your acceptance of the revised policy.

If we make material changes to this policy that significantly affect your rights as a consumer, we will make reasonable efforts to notify you via email or a prominent notice on our website prior to the changes taking effect.