Refund Policy

At Mod Pizza, we are committed to delivering an exceptional dining experience with every order. We understand that sometimes things do not go as planned, and we want to make sure every customer feels heard and fairly treated. This Refund Policy outlines your rights and our obligations regarding refunds, exchanges, cancellations, and dispute resolution for orders placed through our website at piz-mod.rest or through any of our affiliated ordering channels.

Please read this policy carefully before placing an order. By completing a purchase with Mod Pizza, you agree to the terms and conditions described in this Refund Policy. If you have any questions, do not hesitate to reach out to our customer support team at [email protected].

1. Our Commitment to Customer Satisfaction

Mod Pizza takes pride in the quality of our food, ingredients, and service. We use fresh, high-quality ingredients prepared to order, and we stand behind every item we serve. If your order does not meet our standards — or yours — we want to know about it and make it right.

Our goal is not simply to process refunds but to resolve every issue in a way that leaves our customers satisfied. Whether your pizza arrived cold, an item was missing, or an order was prepared incorrectly, we encourage you to contact us promptly so we can address the situation effectively.

2. Eligibility Conditions for Refunds

Refund requests may be considered under the following circumstances:

• Incorrect Order: You received an item that does not match what you ordered (wrong toppings, size, or type).
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food arrived in an unsatisfactory condition, such as being undercooked, overcooked, stale, or otherwise not meeting reasonable quality standards.
• Allergen Concerns: An item was prepared with an ingredient that you explicitly requested be omitted due to a dietary restriction or allergy, and this caused you harm or significant inconvenience. (Please note: while we take allergen requests seriously, cross-contamination may occur in our kitchens. If you have severe allergies, please inform us before ordering.)
• Late Delivery: For delivery orders, if your order arrived significantly later than the estimated delivery window provided at the time of ordering, and the food quality was negatively affected as a result.
• Duplicate Charges: If you were charged more than once for a single order due to a technical or payment processing error.
• Order Not Delivered: If a delivery order was marked as delivered but was not received by you.

To be eligible for a refund, the issue must be reported within the required timeframe outlined in Section 3 below. Refunds are granted at the discretion of Mod Pizza management based on the nature and evidence provided for each claim.

3. Timeframes for Refund Requests

Timeliness is essential when reporting issues with food orders. Because our products are perishable, we require that refund requests be submitted as quickly as possible after the issue is discovered.

Requests submitted after these deadlines may not be honored. We reserve the right to decline refund requests that are reported outside the applicable timeframe, as we may be unable to verify the claim or investigate the issue adequately.

4. Non-Refundable Items and Services

Not all purchases are eligible for a refund. The following items and circumstances are generally non-refundable:

• Change of Mind: Refunds will not be issued simply because you changed your mind about your order after it was prepared or delivered.
• Customized Orders: Items that were prepared exactly as specified in your order but that you later decided you did not want are not eligible for a refund.
• Consumed Orders: Orders that have been substantially consumed are not eligible for a full refund. Partial refunds may be considered in exceptional circumstances.
• Promotional and Discounted Items: Items purchased as part of a promotional deal, special offer, or discount event may be subject to different or restricted refund terms, as noted at the time of the promotion.
• Digital Gift Cards: Once purchased and delivered, digital gift cards are non-refundable and non-transferable.
• Delivery Fees: Delivery and service fees are generally non-refundable unless the order was not delivered or an error on our part caused the issue.
• Third-Party Platform Orders: Orders placed through third-party delivery platforms (such as DoorDash, Uber Eats, Grubhub, etc.) are subject to the refund policies of those platforms. Please contact the respective platform directly for such orders.

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

Submitting a refund request is simple. Please follow these steps to ensure your request is handled as quickly as possible:

1. Gather Your Information: Before reaching out, collect the following details:
   • Your full name and contact information
   • Your order confirmation number
   • The date and time of your order
   • The specific items you are requesting a refund for
   • A clear description of the issue
   • Photos of the issue (if applicable — for quality, missing, or incorrect item claims)
2. Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: piz-mod.rest
3. Submit Your Request: In your message or form submission, include all the information gathered in Step 1. The more detail you provide, the faster we can process your request.
4. Await Confirmation: Our team will acknowledge your request within 1–2 business days and may ask for additional information if needed.
5. Resolution: Once we have reviewed your request and any supporting documentation, we will communicate the outcome and, if approved, initiate the refund or alternative resolution.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your funds depends on your original payment method. Please refer to the table below for estimated processing times:

Please note that while we process refunds promptly on our end, your bank or financial institution controls how quickly the funds appear in your account. Processing times may vary based on your card issuer or payment provider. If you do not see your refund after the estimated timeframe, please first check with your bank before contacting us.

7. Partial Refunds

In certain situations, a partial refund may be more appropriate than a full refund. Partial refunds may be issued under the following conditions:

• Only one or a few items in a multi-item order were incorrect or missing, rather than the entire order.
• A food item was partially consumed before the issue was discovered.
• The issue reported represents a minor deviation from the expected order (e.g., slightly wrong seasoning), rather than a fundamentally different item.
• A delivery was late but the food was still edible and reasonably warm upon arrival.
• A promotional discount was applied to the original order, in which case the refund amount will be calculated based on the actual amount paid for the item in question.

The amount of a partial refund will be determined by Mod Pizza's customer service team on a case-by-case basis, based on the specific circumstances and evidence provided.

8. Exchange Policy

In many cases, rather than issuing a monetary refund, Mod Pizza may offer to replace the incorrect or unsatisfactory item with the correct one. Our exchange policy works as follows:

• In-Store Exchanges: If you are dining in or picking up your order and discover an issue before leaving the premises, we will immediately prepare a replacement item at no additional cost.
• Delivery Exchange: For delivery orders, we may offer to send a replacement order depending on the circumstances, the distance, and the feasibility of a re-delivery. In cases where re-delivery is not feasible, we will issue a refund or store credit instead.
• Store Credit Option: If you prefer, instead of a cash refund, we can issue you store credit in the equivalent amount, which can be applied to your next order at Mod Pizza. Store credit does not expire and is non-transferable.

We encourage customers to accept replacement items where possible, as this allows us to deliver the quality experience we strive for on every order.

9. Cancellation Policy

We begin preparing your order as quickly as possible after it is placed. For this reason, our cancellation window is limited.

9.1 Online and App Orders

• Orders may be cancelled for a full refund within 5 minutes of being placed, provided that preparation has not yet begun.
• If your order has already entered the preparation stage, cancellation may not be possible. In such cases, we will evaluate the situation individually and may offer a partial refund or store credit.
• To cancel an order, contact us immediately at [email protected] or through our website at piz-mod.rest.

9.2 Scheduled Orders

If you placed an order scheduled for a future date or time, cancellations are accepted up to 1 hour before the scheduled preparation time for a full refund. Cancellations made less than 1 hour before the scheduled time will be evaluated on a case-by-case basis.

9.3 Catering and Large Group Orders

For catering orders or large group orders (typically 10+ people), a separate cancellation policy applies:

• Cancellations made more than 48 hours before the scheduled order time: Full refund.
• Cancellations made between 24–48 hours before the scheduled time: 50% refund.
• Cancellations made less than 24 hours before the scheduled time: No refund (as ingredients and labor will have been committed).

10. Dispute Resolution Process

We are committed to resolving all customer concerns in a fair, efficient, and transparent manner. If you are not satisfied with the outcome of your initial refund request, you have the following options:

10.1 Internal Escalation

Request that your case be escalated to a senior customer service representative or a store manager. Our team will re-evaluate your claim and may offer an alternative resolution.

10.2 Formal Written Complaint

You may submit a formal written complaint to our management team via email at [email protected] with the subject line "Formal Refund Dispute." Please include your original case or ticket number and any additional evidence supporting your claim. We will respond within 5 business days.

10.3 Consumer Protection Resources

As a United States-based business, Mod Pizza operates in compliance with applicable federal and state consumer protection laws, including the Federal Trade Commission (FTC) Act, which prohibits unfair or deceptive acts or practices in commerce. If you believe your consumer rights have been violated, you may contact:

• Federal Trade Commission (FTC): www.ftc.gov or 1-877-382-4357
• Your State Attorney General's Office — consumer protection divisions exist in every U.S. state.
• Better Business Bureau (BBB): www.bbb.org

10.4 Chargeback Rights

You have the right to initiate a chargeback through your bank or credit card provider if you believe you were charged for a service not received or were the victim of fraud. However, we encourage you to contact us first, as we are often able to resolve issues more quickly than a formal chargeback process. If a chargeback is filed without prior contact, we reserve the right to dispute it with supporting evidence.

11. 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 piz-mod.rest with an updated effective date. Continued use of our services after such changes constitutes your acceptance of the revised policy. We encourage you to review this page periodically.

12. Contact Information

For all refund requests, questions about this policy, or any other customer service needs, please contact us using the information below: