Refund Policy

At Mod Pizza, we are committed to delivering a satisfying dining experience with every order. We understand that situations may arise where a refund or exchange is necessary, and we have established this Refund Policy to ensure a clear, fair, and transparent process for all our customers. Please read this policy carefully before placing an order through our website at modpizzza.click.

This policy applies to all orders placed online, by phone, or through any other channel connected to our services. By completing a purchase with us, you agree to the terms outlined in this Refund Policy.

1. Our Commitment to Customer Satisfaction

We take great pride in the quality of our food and the level of service we provide. If you are not completely satisfied with your order, we encourage you to reach out to us as soon as possible so we can make things right. 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, which governs fair and honest business practices.

2. Eligibility Conditions for Refunds

A refund may be issued under the following circumstances:

• Your order was incorrect or did not match what you requested at the time of purchase.
• Your order contained items that were of poor quality, undercooked, spoiled, or otherwise unfit for consumption.
• You received an incomplete order, with one or more items missing.
• Your order was never delivered despite confirmation of placement and payment.
• A technical error on our website or ordering platform resulted in a duplicate charge or incorrect billing.
• An item you ordered was unavailable, and no suitable substitution was offered or agreed upon.

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

• The refund request must be made within the applicable timeframe specified in Section 3 below.
• You must provide your order number, proof of purchase, or receipt.
• The issue must be clearly described, with supporting evidence such as photographs where applicable.
• The concern must not fall under the non-refundable categories described in Section 5.

3. Timeframes for Refund Requests

Timely reporting is essential for food-related refund requests. Please note the following timeframes:

Requests submitted outside of these timeframes may not be eligible for a full refund. However, we will evaluate each situation on a case-by-case basis, and we may offer partial refunds or store credit at our discretion.

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

Submitting a refund request is straightforward. Please follow these steps:

1. Step 1 — Contact Us Promptly: Reach out to our customer support team as soon as the issue occurs. You can contact us by email at [email protected] or by visiting modpizzza.click.
2. Step 2 — Provide Your Order Details: Include your full name, order number, date and time of the order, and the delivery or pickup address associated with the order.
3. Step 3 — Describe the Issue: Clearly explain the problem you experienced. Be as specific as possible — for example, mention which items were missing, how the food quality was unsatisfactory, or what the billing discrepancy involves.
4. Step 4 — Submit Supporting Evidence: Where possible, attach photographs of the food or screenshots of billing statements that support your claim. This helps us process your request faster and more accurately.
5. Step 5 — Await Confirmation: Once we receive your request, our team will send you a confirmation email acknowledging that we have received your submission, typically within one (1) business day.
6. Step 6 — Review and Resolution: Our team will review your request and contact you within three (3) to five (5) business days with a decision. We may ask for additional information during this period.
7. Step 7 — Refund Issuance: If your refund is approved, it will be processed according to the timeframes described in Section 6 of this policy.

5. Non-Refundable Items and Situations

We are unable to issue refunds in the following circumstances:

• Orders where the customer simply changed their mind after the food has been prepared or dispatched.
• Customization requests that were clearly fulfilled as specified (e.g., toppings, sauces, or dietary modifications correctly applied).
• Taste or flavor preferences that are subjective and not related to food safety or quality defects.
• Orders that were reported as non-delivered but were confirmed as delivered by our delivery records, third-party delivery partners, or other verification methods.
• Promotional items, complimentary items, or items purchased using discount codes or reward points.
• Delivery fees, service fees, or taxes charged at the time of the transaction.
• Delays caused by external factors beyond our control, such as severe weather, traffic, or delivery partner issues, unless the delay is unreasonable and directly caused by our negligence.
• Requests made beyond the applicable refund request timeframe without valid justification.

6. Refund Processing Times by Payment Method

Once your refund is approved, the processing time will vary depending on the payment method used at the time of purchase:

Please note that while we process refunds promptly on our end, the actual credit appearing in your account depends on your bank or financial institution's processing schedule. We are not responsible for delays caused by third-party financial institutions.

7. Partial Refunds

In certain situations, a partial refund may be issued rather than a full refund. Partial refunds may apply when:

• Only a portion of your order was incorrect, missing, or unsatisfactory, while the remainder was delivered properly and in good condition.
• The reported issue affected only specific items in a multi-item order.
• The refund request was submitted slightly outside the eligible timeframe but still demonstrates a valid concern.
• Evidence provided is insufficient to justify a full refund but supports a partial reimbursement.
• The food quality issue affected only part of the meal (e.g., one topping was missing from a multi-topping pizza).

The amount of a partial refund will be calculated based on the individual item price, minus any applicable fees or discounts already applied to the order. We will communicate the partial refund amount to you before processing it.

8. Exchange Policy

Due to the perishable nature of food products, direct item exchanges are not always possible. However, we do our best to accommodate reasonable requests. Our exchange policy works as follows:

• Replacement Orders: If your order was incorrect or of unacceptable quality, we may offer to prepare and deliver a replacement at no additional charge. This option is subject to availability and the specific circumstances of the complaint.
• Store Credit: In lieu of a direct refund or replacement, we may offer store credit equivalent to the value of the affected items. Store credit can be used on your next order placed through modpizzza.click.
• Timing of Replacements: Replacement orders will be prioritized and dispatched as quickly as possible, typically within the same day or the next available service window.
• Non-Food Items (Merchandise, Gift Cards): If you purchased any non-food items from our website, exchanges may be available within 14 days of purchase, provided the item is unused and in its original condition. Contact us at [email protected] for assistance.

9. Cancellation Policy

We understand that plans can change. Please review our cancellation policy to understand your options:

9.1 Online and Phone Orders

• Before Preparation Begins: You may cancel your order within five (5) minutes of placing it for a full refund. Once our kitchen staff begins preparing your order, cancellation may not be possible for a full refund.
• After Preparation Has Begun: If preparation has already started, we may not be able to cancel the order. In some cases, we may offer a partial refund or store credit depending on the stage of preparation.
• Scheduled/Advance Orders: Orders scheduled in advance may be cancelled up to two (2) hours before the scheduled delivery or pickup time for a full refund.

9.2 How to Cancel

To cancel an order, please contact us immediately at [email protected]. Include your order number and the reason for cancellation. Cancellations requested through email will be acknowledged and reviewed as quickly as possible during business hours.

9.3 Cancellations Due to Our Error

If we must cancel your order due to ingredient unavailability, technical issues, staffing limitations, or other operational reasons, you will receive a full refund to your original payment method within the timeframes specified in Section 6, along with a notification explaining the reason for cancellation.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we encourage you to pursue the following dispute resolution steps:

10.1 Internal Review

Contact our customer support team at [email protected] and request an escalated review of your case. Please include all original communication, your order details, and a clear explanation of why you disagree with the initial decision. Our management team will review the escalated complaint and respond within five (5) business days.

10.2 Chargeback Through Your Bank

If you believe you have been charged incorrectly and our internal resolution process has not resolved the matter to your satisfaction, you have the right to dispute the charge with your bank or credit card issuer in accordance with the Fair Credit Billing Act (FCBA). We recommend attempting to resolve the matter with us first before initiating a chargeback.

10.3 Consumer Protection Agencies

Customers in the United States may also file a complaint with the Federal Trade Commission (FTC) at ftc.gov or contact their state's attorney general office if they believe their consumer rights have been violated. Customers in California may additionally exercise rights under the California Consumer Privacy Act (CCPA/CPRA) as applicable.

10.4 Informal Mediation

Before pursuing formal legal action, we strongly encourage both parties to attempt to resolve disputes through good-faith negotiation or informal mediation. We are committed to working collaboratively with our customers to find fair solutions.

11. Modifications to This Policy

Mod Pizza reserves the right to update or modify this Refund Policy at any time. Changes will become effective upon posting to our website at modpizzza.click. The "Last Updated" date at the top of this page will reflect when the most recent changes were made. We encourage you to review this policy periodically. Continued use of our services after any changes constitutes your acceptance of the updated policy.

12. Contact Us

For all refund-related inquiries, cancellations, or exchanges, please do not hesitate to contact our customer support team using the information below. We are here to help and committed to resolving your concerns as quickly as possible.