Refund Policy

At Mod Pizza, we are committed to delivering a high-quality dining experience and ensuring complete customer satisfaction with every order. We understand that situations may arise where a refund or exchange becomes necessary. This Refund Policy outlines our procedures, eligibility requirements, timeframes, and processes to ensure that every concern is handled fairly and efficiently. Please read this policy carefully before placing an order through our website at food-modpizza.click.

1. Overview

This Refund Policy applies to all purchases and orders made through our website, food-modpizza.click, including online orders for delivery, pickup, and catering services. By placing an order with us, you agree to the terms outlined in this policy. We reserve the right to update or modify this policy at any time, and changes will be effective immediately upon posting to our website.

Our goal is to resolve any issues quickly and fairly. If you are not satisfied with your order for any valid reason covered by this policy, we encourage you to contact us as soon as possible so we can make it right.

2. Eligibility Conditions for Refunds

A refund may be issued under the following conditions:

• Incorrect Order: You received items that do not match what you ordered, including wrong toppings, wrong size, or wrong menu items.
• Missing Items: One or more items from your order were not delivered or included in your pickup order.
• Food Quality Issues: The food received was undercooked, spoiled, contaminated, or otherwise unfit for consumption.
• Allergic Reactions or Mislabeling: You experienced an adverse reaction due to undisclosed ingredients or mislabeling of allergen information.
• Duplicate Charges: You were charged more than once for the same order due to a technical or processing error.
• Order Not Received: Your delivery order was never delivered, and delivery confirmation cannot be verified.
• Technical Errors: A system or payment processing error resulted in an incorrect charge or order failure.

Refunds are evaluated on a case-by-case basis. We reserve the right to request photographic evidence or other documentation to support your claim before a refund is approved.

3. Timeframes for Refund Requests

To ensure a fair and efficient process, all refund requests must be submitted within the following timeframes:

4. Non-Refundable Items and Services

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

• Orders where the customer changed their mind after the food was prepared or delivered.
• Customization errors caused by the customer (e.g., incorrect topping selection by the customer).
• Partially consumed meals where the complaint is not related to food safety or quality.
• Delivery fee charges, where the food itself was delivered correctly and on time.
• Promotional items, complimentary add-ons, or free products received as part of a promotion.
• Gift cards or loyalty points redeemed toward a purchase.
• Orders cancelled after food preparation has begun (see Cancellation Policy below).
• Catering deposits that are non-refundable as stated at the time of booking.

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

Follow these steps to submit a refund request:

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 (if applicable, especially for food quality or incorrect order claims)
2. Contact Us: Reach out to our customer support team via:
   • Email: [email protected]
   • Website: food-modpizza.click
3. Submit Your Request: In your message or form submission, clearly describe the nature of your issue, attach any supporting evidence (photos, screenshots), and specify whether you are requesting a full refund, partial refund, or replacement.
4. Receive Acknowledgment: Our team will send you an acknowledgment within 1–2 business days of receiving your request.
5. Review Process: We will review your claim, which may include verifying your order details, reviewing evidence, and consulting with our kitchen or delivery team. This process may take up to 3–5 business days.
6. Refund Decision: Once a decision is made, we will notify you by email regarding the outcome and, if approved, provide the expected timeline for your refund.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes for the funds to be returned to you may vary depending on your original payment method:

Please note that while we process refunds promptly on our end, actual credit to your account may depend on your financial institution's processing times, which are outside of our control. If you have not received your refund within the stated timeframe, we recommend contacting your bank or payment provider before reaching out to us.

7. Partial Refunds

In some cases, a partial refund may be issued rather than a full refund. Conditions under which a partial refund may apply include:

• Only certain items in a multi-item order were incorrect or missing, while the rest of the order was correct.
• The food quality issue affected only a portion of the order.
• A discount, coupon, or promotional code was applied to the original order, affecting the refundable amount.
• Delivery charges are non-refundable, but the food cost is being refunded.
• The customer partially consumed the food before discovering the issue.

Partial refund amounts will be communicated to the customer prior to processing, and the customer will have the opportunity to accept or escalate the decision through our dispute resolution process.

8. Exchange Policy

In lieu of a monetary refund, we may offer to replace your order or provide store credit in the following circumstances:

• Incorrect items were prepared and a replacement can be made and delivered or made available for pickup within a reasonable timeframe.
• Missing items can be re-delivered or made available for pickup at no additional charge.
• The customer prefers store credit over a monetary refund.

Exchanges and replacements are subject to availability and are at the discretion of our management team. We will always strive to offer a fair and satisfactory resolution. Store credits, when issued, will be applied to the customer's account and can be used toward future orders on food-modpizza.click. Store credits do not expire within 12 months of issuance but are non-transferable and have no cash value.

9. Cancellation Policy

We understand that plans can change. Our cancellation policy is as follows:

9.1 Standard Orders (Delivery and Pickup)

• Before Food Preparation Begins: If you cancel your order before our kitchen has started preparing it, you are eligible for a full refund to your original payment method.
• During Food Preparation: If you cancel after food preparation has begun but before it is dispatched or ready for pickup, you may be eligible for a partial refund or store credit at our discretion. A preparation fee may apply.
• After Dispatch or Ready for Pickup: Cancellations made after the order has been dispatched for delivery or marked as ready for pickup are not eligible for a refund, as the food has already been prepared and resources have been committed.

9.2 Catering Orders

• More than 72 hours before the scheduled catering date: Full refund of payments made, excluding any non-refundable deposit explicitly stated at time of booking.
• 24–72 hours before the scheduled catering date: 50% refund of the total catering order amount.
• Less than 24 hours before the scheduled catering date: No refund will be issued, as ingredients and staffing will have already been committed.

To cancel an order, please contact us immediately at [email protected] and include your order number and reason for cancellation.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, you have the right to escalate your concern through our dispute resolution process. We are committed to resolving all disputes in a fair, transparent, and timely manner.

Step 1: Internal Escalation

If your initial refund request was denied or you believe the outcome was unfair, email us at [email protected] with the subject line "Refund Dispute – [Your Order Number]". Please include all relevant documentation, your original refund request details, and the reason you are disputing the decision. A senior member of our customer experience team will review the matter within 5 business days.

Step 2: Mediation

If the internal escalation does not resolve the matter to your satisfaction, both parties agree to attempt to resolve the dispute through a mutually agreed-upon third-party mediator before pursuing any formal legal action. The cost of mediation will be shared equally unless otherwise agreed.

Step 3: Legal Remedies

If mediation fails or is deemed inappropriate, you retain the right to pursue legal remedies available under applicable United States federal and state laws, including but not limited to consumer protection laws enforced by the Federal Trade Commission (FTC) under the FTC Act. Customers in California may also have rights under the California Consumer Privacy Act (CCPA/CPRA) regarding any personal data shared during the refund process.

11. Consumer Rights Under U.S. Law

As a customer in the United States, you are protected by federal and state consumer protection laws. These include:

• Federal Trade Commission (FTC) Act: Prohibits unfair or deceptive acts or practices in commerce. Our refund practices are designed to comply fully with FTC guidelines.
• Fair Credit Billing Act (FCBA): Gives you the right to dispute billing errors on your credit card statement. If you were incorrectly charged, you have the right to dispute the charge with your card issuer.
• State Consumer Protection Laws: Depending on your state of residence, additional protections may apply. We encourage you to familiarize yourself with your state's consumer protection statutes.

12. Contact Information for Refund Requests

If you have any questions about this Refund Policy or wish to submit a refund request, please contact our customer support team using the details below:

13. Policy Updates

Mod Pizza reserves the right to update, modify, or replace this Refund Policy at any time. Any changes will be posted on our website at food-modpizza.click with a revised effective date. Your continued use of our services after any such changes constitutes your acceptance of the new Refund Policy. We encourage you to review this page periodically to stay informed about our refund practices.