Refund Policy

At Mod Pizza, we are committed to delivering the highest quality food and customer experience. We understand that occasionally issues may arise with your order, and we want to make sure every customer is treated fairly. This Refund Policy outlines your rights and our procedures regarding refunds, exchanges, cancellations, and disputes. Please read this policy carefully before placing an order through our website at pizzanmod.top.

By placing an order with us, you acknowledge that you have read, understood, and agreed to the terms set forth in this Refund Policy. This policy is governed by the applicable laws of the United States, including relevant Federal Trade Commission (FTC) consumer protection regulations and applicable state consumer protection statutes.

1. Eligibility Conditions for Refunds

We want every customer to be satisfied with their purchase. Refunds may be issued under the following conditions:

• Your order was incorrect due to an error on our part (wrong items delivered or prepared).
• Your order arrived in an unsatisfactory condition, such as food that was spoiled, contaminated, or significantly different from what was advertised.
• Your order was never delivered or picked up within a reasonable timeframe due to circumstances caused by our operations.
• You were charged an incorrect amount due to a technical error on our website or payment system.
• A duplicate charge was processed for a single order.
• An item was listed as available at the time of order but was subsequently unavailable, and no suitable substitution was provided.

To be eligible for a refund, you must report the issue within the timeframe specified in Section 2 of this policy. Refund requests must be accompanied by sufficient evidence, such as photographs of the incorrect or unsatisfactory item, a description of the issue, and your order number or proof of purchase.

2. Timeframes for Refund Requests

To ensure timely resolution, please submit your refund request within the following timeframes:

Requests submitted outside of these timeframes may not be honored. We encourage customers to review their orders promptly upon receipt and contact us as soon as any issue is discovered.

3. Non-Refundable Items and Services

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

• Orders that have been fully consumed: If a meal is partially or fully eaten and no quality issue was reported at the time of receipt, a refund will not be issued.
• Change of mind: We are unable to process refunds simply because a customer has changed their mind about an order after preparation has begun.
• Customization errors by the customer: If you selected incorrect customizations (toppings, size, crust type, etc.) at the time of ordering, we cannot offer a refund for the resulting product.
• Promotional or discounted items: Items purchased using promotional codes, coupons, or special discount offers are non-refundable unless a verifiable quality issue exists.
• Delivery fees: Delivery fees are non-refundable unless the non-delivery was caused entirely by our operations or delivery partner's failure.
• Gift cards and store credits: These are non-refundable and cannot be exchanged for cash.
• Orders with minor variations: Slight differences in appearance, portion sizes, or presentation that are within industry standards are not eligible for refunds.

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

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

5. Refund Processing Times by Payment Method

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

Please note that while we process refunds promptly, the actual time for funds to appear in your account may vary depending on your bank or financial institution's policies, which are outside of our control.

6. Partial Refunds

In certain circumstances, a partial refund may be offered instead of a full refund. Partial refunds may apply in the following situations:

• Only a portion of the order was incorrect, missing, or unsatisfactory, while the remainder was satisfactory.
• The customer used a promotional discount that covered part of the order, and a refund is being issued only for the non-discounted portion.
• A delivery issue affected only part of the order (e.g., one item arrived cold or damaged while the rest was acceptable).
• The customer is partially responsible for the issue (e.g., provided an incorrect delivery address that led to a late delivery).

The amount of a partial refund will be calculated based on the actual value of the affected item(s), excluding any applicable delivery fees or taxes unless those are also disputed.

7. Exchange Policy

Due to the perishable nature of food products, direct item exchanges are generally not available for online or delivery orders. However, we offer the following alternatives:

• In-Store Orders: If you are dining in or picking up and notice an issue with your order before leaving, please notify a team member immediately. We will remake your order at no additional cost, subject to availability and manager approval.
• Delivery Orders: For delivery orders where an incorrect item was received, we will either issue a refund for the affected item or provide a store credit equivalent to the value of the item for use on a future order.
• Online Orders: If you placed an order online and received the wrong item, please contact us within 24 hours with your order details, and we will work with you to find an appropriate solution, including a replacement, store credit, or refund.

8. Cancellation Policy

We understand that plans can change. Please review our cancellation policy below:

8.1 Online and Delivery Orders

You may cancel your order within 5 minutes of placing it, provided that food preparation has not yet commenced. Once preparation has begun, cancellation is not possible, and a refund will not be issued. To cancel an order, please contact us immediately at [email protected] with your order number and the reason for cancellation.

8.2 Pre-Orders and Catering Orders

For catering orders or large group orders placed in advance:

• Cancellations made more than 48 hours before the scheduled preparation or delivery time are eligible for a full refund.
• Cancellations made between 24 and 48 hours before the scheduled time may receive a 50% refund or store credit.
• Cancellations made less than 24 hours before the scheduled time are not eligible for a refund, as ingredients will have already been ordered and preparation may have begun.

8.3 In-Store Orders

Once an in-store order has been placed and confirmed at the register, cancellation is not available. If an issue arises with your order, please speak with a team member or manager on-site for an immediate resolution.

9. Dispute Resolution Process

If you are not satisfied with the outcome of your refund or cancellation request, or if you feel your concern has not been adequately addressed, we encourage you to follow the dispute resolution steps below:

9.1 Internal Escalation

First, please escalate your concern by contacting our customer support team again and requesting that your case be reviewed by a senior team member or manager. Email us at [email protected] with the subject line "Escalated Dispute – [Your Order Number]." We will respond within 2–3 business days with a final internal determination.

9.2 Chargeback Through Your Bank

If you believe you have been wrongly charged and we have been unable to resolve the matter to your satisfaction, you have the right to contact your bank or credit card issuer to initiate a chargeback. We comply with all applicable payment processor and banking regulations regarding chargebacks. Please note that initiating a chargeback without first attempting resolution through our customer service team may result in a delay in processing your claim.

9.3 Consumer Protection Agencies

Consumers in the United States have the right to file complaints with relevant consumer protection authorities, including:

• Federal Trade Commission (FTC): reportfraud.ftc.gov
• Your State's Attorney General Office: for state-specific consumer protection issues
• Better Business Bureau (BBB): bbb.org

9.4 Governing Law

This Refund Policy and any disputes arising from it shall be governed by the laws of the United States of America and the applicable state laws where the transaction occurred. Any legal proceedings arising from disputes related to this policy shall be resolved in a court of competent jurisdiction within the United States.

10. Contact Information for Refund Requests

For all refund inquiries, cancellation requests, or concerns about your order, please reach out to our dedicated customer support team through any of the following channels:

Our customer support team is available to assist you Monday through Friday, from 9:00 AM to 6:00 PM (local time). We strive to respond to all inquiries within 1–2 business days. For urgent matters related to food safety or health concerns, please contact us immediately and, if necessary, reach out to your local health authority.

11. Policy Updates

Mod Pizza reserves the right to update or modify this Refund Policy at any time without prior notice. Any changes will be effective immediately upon posting to our website at pizzanmod.top. 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 changes. Your continued use of our services after any changes have been made constitutes your acceptance of the revised Refund Policy.