Refund Policy

At Mod Pizza, customer satisfaction is our top priority. We are committed to providing you with high-quality food and an excellent ordering experience. This Refund Policy explains your rights and our obligations when it comes to refunds, exchanges, cancellations, and dispute resolution. Please read this policy carefully before placing an order through our website at mod-pizz.digital.

By placing an order with us, you agree to the terms outlined in this Refund Policy. This policy is governed by applicable United States federal and state consumer protection laws, including the Federal Trade Commission Act (FTC Act), and any applicable state statutes.

1. Our Commitment to You

We understand that issues can occasionally arise with food orders — whether related to quality, incorrect items, missing components, or delivery problems. We take every complaint seriously and aim to resolve all issues quickly and fairly. This policy is designed to be transparent and easy to understand so you always know what to expect when you contact us about a refund or order issue.

2. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund under the following circumstances:

• Incorrect Order: You received items that do not match what you ordered (wrong toppings, wrong size, wrong crust type, etc.).
• Missing Items: Part of your order was not included in your delivery or pickup bag.
• Food Quality Issues: The food received was undercooked, overcooked, spoiled, or otherwise unfit for consumption.
• Allergic Ingredients: You received an item containing an ingredient you explicitly requested to be excluded due to dietary restrictions or allergies, and the mistake was made on our end.
• Order Not Delivered: Your delivery order was never received and cannot be confirmed as delivered by the delivery provider.
• Significant Delivery Delay: Your delivery arrived in a condition that made the food inedible due to excessive delay caused by our operations or a delivery partner under our supervision.
• Duplicate Charges: You were charged more than once for the same order due to a technical error on our payment platform.
• Unauthorized Transactions: A charge appeared on your payment method that you did not authorize.

3. Timeframes for Refund Requests

To ensure we can properly investigate and resolve your concern, refund requests must be submitted within the following timeframes:

Requests submitted outside of these timeframes may not be eligible for a refund. We strongly encourage you to contact us as soon as possible after identifying an issue with your order.

4. Non-Refundable Items and Situations

Not all purchases are eligible for a refund. The following circumstances are generally not covered by our refund policy:

• Change of Mind: You simply changed your mind about your order after it was prepared or delivered.
• Customization Errors by the Customer: You made an error when customizing your order (e.g., selected the wrong toppings or size), and the order was prepared as specified.
• Food Consumed: The majority of the food has been consumed and then a complaint is raised about quality, unless there was a genuine health or safety concern.
• Promotional or Discounted Items: Items purchased as part of a limited-time promotion, special deal, or discount offer may have modified or restricted refund eligibility as noted at the time of purchase.
• Digital Gift Cards or Vouchers: Once purchased and delivered electronically, digital gift cards and vouchers are non-refundable.
• Delivery Fees: Delivery fees are non-refundable unless the order was never delivered due to a fault on our end.
• Delays Caused by Third Parties: Delays or issues caused by third-party delivery services outside our direct control, after handoff of the order.
• Incorrect Delivery Address: If the delivery failed because you provided an incorrect or incomplete delivery address.

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

Requesting a refund is straightforward. Please follow the steps below to ensure your request is processed efficiently:

1. Gather Your Information: Before contacting us, have the following ready:
   • Your full name
   • Order number or confirmation number
   • Date and time of the order
   • Description of the issue
   • Photographs of the food or packaging (if applicable)
2. Contact Us: Reach out to our customer support team via one of the following methods:
   • Email: [email protected]
   • Website: mod-pizz.digital
3. Submit Your Request: In your message, clearly state that you are requesting a refund, describe the issue in detail, and attach any supporting photos or documentation.
4. Wait for Confirmation: Our team will send you an acknowledgment of your refund request within 1–2 business days.
5. Review and Resolution: We will review your case, and if additional information is needed, we will contact you. Once a decision is made, you will be notified by email with the outcome.
6. Refund Issued: If your refund is approved, it will be processed according to the timelines outlined in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to appear in your account depends on your original payment method:

Please note that while we process refunds promptly on our end, your financial institution or payment provider may require additional time to post the credit to your account. We are not responsible for delays caused by your bank or payment provider once the refund has been initiated by us.

7. Partial Refunds

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

• Only a portion of your order was incorrect or missing (e.g., one item out of multiple items ordered was wrong).
• The food quality issue affected only part of your order.
• You received your order late but the food was still consumable upon arrival.
• A promotional discount was already applied to the order, and the refund will reflect the actual amount paid for the affected item.
• We determine, in good faith, that a full refund is not warranted based on the nature and severity of the complaint.

The amount of any partial refund will be communicated to you clearly before the refund is processed. You may accept the partial refund or escalate your concern through our dispute resolution process described in Section 10.

8. Exchange Policy

Because we prepare fresh food to order, traditional product exchanges are generally not available in the same way as retail merchandise. However, we do offer the following options in appropriate circumstances:

• Remade Order: If your order was incorrect or a quality issue is identified promptly, we may offer to remake your order at no additional cost. This option is subject to operational availability and must be requested at the time of pickup or shortly after delivery.
• Replacement Item: If a specific item in your order was wrong or missing, we may offer a replacement of that item on your next visit or as part of a new order.
• Store Credit: As an alternative to a cash refund, we may offer store credit equivalent to the value of the affected item(s), which can be applied to a future order.

Exchanges and remade orders are handled at the discretion of our customer support team and depend on the circumstances of each individual situation.

9. Cancellation Policy

We begin preparing your order very shortly after it is placed. For this reason, our cancellation window is limited:

9.1 Online and App Orders

• You may cancel your order within 5 minutes of placing it, provided food preparation has not yet begun.
• To cancel, contact us immediately at [email protected] or through our website.
• If your order has already entered preparation, cancellation may not be possible, and a refund will be evaluated based on the circumstances.

9.2 Scheduled or Future Orders

• If you placed a scheduled order in advance, you may cancel it up to 30 minutes before the scheduled preparation time without penalty.
• Cancellations made within 30 minutes of the scheduled preparation time may be subject to a partial charge to cover ingredient costs.

9.3 Catering or Large Group Orders

• Large orders or catering requests require cancellation at least 24 hours in advance for a full refund.
• Cancellations made within 24 hours of the scheduled order time may result in a cancellation fee of up to 50% of the order total.
• Cancellations made within 2 hours of the scheduled order time are generally non-refundable due to significant ingredient and labor investment.

10. Dispute Resolution Process

If you are not satisfied with our initial response to your refund request, you have the following options to escalate your concern:

10.1 Internal Escalation

Contact us again and explicitly request that your case be escalated to a senior member of our customer support team. Please reference your original complaint number or correspondence. We will review your case again and provide a final written response within 5 business days.

10.2 Chargeback Rights

Under U.S. consumer protection laws and the terms of your credit or debit card agreement, you may have the right to dispute a charge with your bank or card issuer. You may initiate a chargeback if:

• You did not receive the goods or services paid for.
• The transaction was unauthorized.
• The goods received were materially different from what was described.

We encourage you to contact us before initiating a chargeback, as we are committed to resolving disputes directly. However, we respect your legal right to pursue this option.

10.3 FTC and Consumer Protection Agencies

You may file a complaint with the Federal Trade Commission (FTC) at ftc.gov or with your state's consumer protection office if you believe your rights as a consumer have been violated.

10.4 Informal Mediation

If a dispute cannot be resolved through our internal process, both parties agree to attempt good-faith informal mediation before pursuing formal legal action. Contact us at [email protected] to initiate this process.

11. Contact Information for Refund Requests

For all refund-related inquiries, please reach out to us using the details below. We aim to respond to all inquiries within 1–2 business days.

When contacting us, please include your order number, the email address used to place the order, and a clear description of the issue. This will help us resolve your concern as quickly as possible.

12. Changes to This Refund Policy

We reserve the right to update or modify this Refund Policy at any time. Any changes will be posted on this page with an updated effective date. We encourage you to review this policy periodically to stay informed of your rights. Continued use of our website and services after changes are posted constitutes your acceptance of the updated policy.

13. Governing Law

This Refund Policy is governed by and construed in accordance with the laws of the United States and the applicable laws of the state in which our business operates. Any disputes arising from this policy will be subject to the jurisdiction of the appropriate federal or state courts in the United States, and you agree to submit to the personal jurisdiction of such courts.