Refund Policy

At Mod Pizza, we are committed to ensuring your complete satisfaction with every order. This Refund Policy outlines the terms and conditions under which refunds, exchanges, and cancellations are processed. Please read this policy carefully before placing an order through our website at pizz-mods.world.

We understand that issues can arise with food orders, and we take every complaint seriously. Our goal is to resolve any concerns promptly and fairly in accordance with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act and applicable state regulations.

1. Eligibility Conditions for Refunds

A refund request may be considered eligible 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 delivered or prepared was of unsatisfactory quality, including but not limited to items that are undercooked, overcooked, spoiled, or otherwise inedible.
• Allergic Reactions Due to Incorrect Ingredients: If you specified dietary restrictions or allergen information and we failed to accommodate them correctly, resulting in an allergic reaction or safety concern.
• Damaged Packaging: The order arrived with severely damaged packaging that affected the quality of the food contents.
• Order Not Delivered: Your order was confirmed and charged but was never delivered within the expected time frame and no reasonable alternative was provided.
• Duplicate Charges: You were charged more than once for the same order due to a system or processing error.

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

2. Timeframes for Refund Requests

All refund requests must be submitted within the following timeframes to be considered for review:

We strongly encourage customers to inspect their orders upon receipt and contact us immediately if any issues are identified. Requests submitted after the applicable window may be reviewed on a case-by-case basis, but we cannot guarantee a favorable outcome.

3. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds. These include:

• Change of Mind: Refunds will not be issued simply because you changed your mind after placing an order that has already been prepared.
• Customization Errors by Customer: If you incorrectly customized your order (e.g., selected wrong toppings, incorrect size, or wrong crust) and the order was prepared as submitted, a refund will not be issued.
• Partially Consumed Orders: If a significant portion of your order has been consumed before a complaint is made, a full refund will generally not be granted.
• Delivery Delays Caused by Third-Party Services: If delivery delays are caused by third-party delivery providers, traffic conditions, or circumstances beyond our control, refunds for time-sensitive issues may not be applicable. However, we will make reasonable efforts to assist.
• Promotional or Free Items: Items received as part of a promotion, giveaway, or free offer are not eligible for cash refunds.
• Gift Cards and Store Credits: Gift card purchases 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 through no fault of the customer.
• Orders Placed at Third-Party Platforms: Orders placed through third-party delivery applications (e.g., DoorDash, Uber Eats, Grubhub) are subject to those platforms' individual refund policies. We encourage you to contact those platforms directly for such orders.

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

To request a refund, please follow the steps outlined below:

1. Step 1 – Gather Your Order Details: Before contacting us, please have the following information ready:
   • Order confirmation number
   • Date and time of the order
   • Items affected and the nature of the issue
   • Photographic evidence of the issue (where applicable, such as incorrect items, damaged packaging, or quality issues)
2. Step 2 – Contact Us: Reach out to our customer support team through one of the following channels:
   • Email: [email protected]
   • Website: pizz-mods.world
3. Step 3 – Submit Your Request: Provide a detailed description of the problem along with any supporting photos or documentation. Clearly state whether you are requesting a full refund, partial refund, replacement, or store credit.
4. Step 4 – Await Confirmation: Our customer service team will acknowledge your request within 1–2 business days and may reach out to gather additional information if needed.
5. Step 5 – Review and Decision: We will review your claim and notify you of our decision within 3–5 business days of receiving all required information.
6. Step 6 – Refund Processing: If your refund is approved, it will be processed according to the timelines described in Section 5 below.

5. Refund Processing Times by Payment Method

Once your refund has been approved, please allow the following timeframes for the funds to be returned to you:

Please note that while we process refunds promptly on our end, the actual time for funds to appear in your account may depend on your financial institution's processing times. We have no control over these external timelines.

6. Partial Refunds

In some circumstances, we may offer a partial refund rather than a full refund. Partial refunds may be granted in the following situations:

• Only a portion of the order was incorrect or missing, and the rest of the order was satisfactory.
• The food quality issue affected only specific items within a larger order.
• The order was partially consumed before the issue was identified, but the remaining portion was found to be unsatisfactory.
• A minor preparation error occurred that did not significantly impact the overall order experience.
• Delivery was delayed significantly but the order was ultimately received and partially acceptable.

The amount of any partial refund will be determined at our reasonable discretion based on the nature and extent of the issue. We will communicate the proposed partial refund amount to you before processing, and you may accept it or choose to escalate your concern through our dispute resolution process outlined in Section 9.

7. Exchange Policy

Due to the perishable nature of food products, we are generally unable to offer direct item exchanges in the traditional retail sense. However, we do provide the following remedies where applicable:

• Replacement Orders: If your order was significantly incorrect or of unsatisfactory quality, we may offer to prepare and deliver a replacement order at no additional charge, subject to availability and circumstances. Replacement orders must be requested within the eligible timeframe.
• Store Credit: In lieu of a cash refund, we may offer store credit of equivalent or greater value that can be applied to a future order. Store credits do not expire for a period of 12 months from the date of issuance.
• Item Substitutions: If a specific menu item becomes unavailable after your order was placed, we will contact you prior to preparation to offer a suitable substitution. If no acceptable substitution is available, a full refund for that item will be issued.

Exchanges for reasons not related to quality or correctness of the order (e.g., taste preference) are evaluated on a case-by-case basis and are not guaranteed.

8. Cancellation Policy

We understand that plans can change, and we aim to accommodate cancellation requests whenever possible. Please review the following cancellation terms:

8.1 Online Orders

• Orders may be cancelled for a full refund if the cancellation request is submitted within 5 minutes of order placement, provided that food preparation has not yet begun.
• Once food preparation has begun, the order cannot be cancelled and a refund will not be issued unless there is a valid quality or order accuracy issue.
• To cancel an order, please contact us immediately at [email protected] with your order number and cancellation request.

8.2 Catering and Large Group Orders

• Catering orders cancelled more than 48 hours in advance will receive a full refund.
• Catering orders cancelled between 24 and 48 hours in advance will receive a 50% refund.
• Catering orders cancelled less than 24 hours in advance are non-refundable, as ingredients and preparation time will have already been committed.

8.3 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 requested within 2 hours of the scheduled time are subject to a partial refund at our discretion.

9. Dispute Resolution Process

If you are not satisfied with the resolution offered by our customer support team, you have the right to escalate your concern through the following process:

1. Internal Escalation: Request that your complaint be escalated to a senior customer service representative or manager by clearly stating this in your communication. We will respond to escalated disputes within 5 business days.
2. Written Complaint: Submit a formal written complaint to us by email at [email protected], detailing the nature of the dispute, the resolution you sought, and why you believe it was unsatisfactory. We will review and respond within 7 business days.
3. Chargeback Rights: As a consumer in the United States, you have the right to dispute a charge with your credit card issuer or bank if you believe a transaction was unauthorized or if a merchant failed to deliver goods or services as promised. This right is protected under the Fair Credit Billing Act (FCBA) and the Electronic Fund Transfer Act (EFTA), as applicable.
4. FTC Complaint: You may file a complaint with the Federal Trade Commission (FTC) at ftc.gov/complaint if you believe your consumer rights have been violated.
5. State Consumer Protection: Depending on your state of residence, you may also have rights under your state's consumer protection laws. We encourage you to consult your state attorney general's office or a consumer protection agency for guidance.

We are committed to resolving all disputes fairly and transparently. Our goal is always to reach an amicable resolution before any external escalation becomes necessary.

10. Fraudulent or Abusive Refund Claims

Mod Pizza reserves the right to deny refund requests that appear to be fraudulent, abusive, or made in bad faith. This includes but is not limited to:

• Repeated refund requests from the same customer without legitimate cause
• Submission of falsified photos or documentation
• Claims of missing or incorrect items that are inconsistent with our order records
• Attempts to exploit promotions or discount systems

Customers found to be abusing the refund process may have their accounts suspended or permanently banned from using our services.

11. Changes to This Refund Policy

We reserve the right to update or modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website at pizz-mods.world. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage you to review this policy periodically to stay informed of any updates.

Your continued use of our services after any modifications to this policy constitutes your acceptance of the revised terms.

12. Contact Information for Refund Requests

For all refund inquiries, cancellation requests, or related concerns, please contact our customer support team using the information below. We are here to help and will do our best to respond promptly.