Refund Policy

At Mod Pizza, we are committed to delivering high-quality food and an exceptional customer experience. We understand that situations arise where a refund or exchange may be necessary. This Refund Policy outlines your rights, our obligations, and the procedures for requesting refunds, exchanges, and cancellations. Please read this policy carefully before placing an order.

1. Overview

This Refund Policy applies to all purchases and orders made through our website modpizzafood.top, over the phone, or in person at our establishment. By placing an order with Mod Pizza, you agree to the terms set forth in this policy. We reserve the right to update or modify this policy at any time, and the most current version will always be available on our website.

As a food service business operating in the United States, our refund practices are guided by applicable consumer protection laws, including regulations enforced by the Federal Trade Commission (FTC) under the FTC Act, as well as any applicable state-level consumer protection statutes.

2. Eligibility Conditions for Refunds

Refunds may be issued under the following conditions:

• Your order was incorrect — meaning the items delivered or prepared did not match what you ordered.
• Your food arrived in an unsatisfactory condition, including spoiled, improperly cooked, or contaminated items.
• You received an incomplete order where one or more items were missing.
• A technical error on our website or ordering platform resulted in a duplicate charge or incorrect billing.
• Your order was significantly delayed beyond our stated delivery or pickup timeframe, and you no longer wish to receive the order.
• You experienced an allergic reaction or were served an item that did not meet the dietary requirements you specified at the time of ordering, and this was due to an error on our part.

Refunds will not be issued under the following circumstances:

• You simply changed your mind after the food was prepared.
• The order was correctly prepared according to your specifications, but you are dissatisfied with the taste based on personal preference.
• You failed to pick up your order within the designated pickup window and the food was discarded.
• The issue was caused by inaccurate information provided by you at the time of ordering (such as incorrect address, wrong item selections, or omitted allergy information).
• The order was consumed entirely or largely before a complaint was raised.

3. Timeframes for Refund Requests

We encourage customers to report any issues with their orders as soon as possible. The following timeframes apply to refund requests:

Requests submitted outside of these timeframes may not be eligible for a refund. However, we will review each case individually and, at our discretion, may offer an alternative resolution such as store credit or a replacement order.

4. Non-Refundable Items and Services

The following items and services are generally non-refundable:

• Prepared food items that have been correctly made according to the customer's order and are in proper condition.
• Promotional or discounted items purchased as part of a limited-time offer, unless there is a verified quality issue.
• Gift cards and store credits issued by Mod Pizza are non-refundable and cannot be exchanged for cash.
• Delivery fees are non-refundable unless the delivery was not completed due to a fault on our part.
• Service charges or convenience fees applied at the time of ordering are non-refundable once the order has been confirmed.
• Customized or special-request items that were prepared specifically as requested by the customer and meet the stated specifications.

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

If you believe you are eligible for a refund, please follow the steps outlined below:

1. Step 1 — Gather Your Order Information: Have your order confirmation number, date and time of the order, payment method used, and a description of the issue ready before contacting us.
2. Step 2 — Document the Issue: If possible, take clear photographs of the incorrect, missing, or substandard food items. This documentation can significantly speed up the review process.
3. Step 3 — Contact Us: Reach out to our customer support team through one of the following channels:
   • Email: [email protected]
   • Website: modpizzafood.top
   Please include your full name, order number, contact information, a detailed description of the issue, and any supporting photographs.
4. Step 4 — Await Confirmation: Once your request is received, our team will send you an acknowledgment email within 24 hours confirming that your refund request is under review.
5. Step 5 — Review and Decision: Our team will evaluate your request within 2 to 5 business days. We may contact you for additional information during this period. Once a decision has been made, you will be notified via email.
6. Step 6 — Refund Issuance: If your refund is approved, it will be processed according to the timelines described in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive the funds depends on your original payment method:

7. Partial Refunds

In certain situations, a partial refund may be more appropriate than a full refund. Partial refunds may be granted in the following cases:

• Only a portion of the order was incorrect, missing, or unsatisfactory.
• The customer consumed a significant portion of the order before identifying a quality issue.
• A delivery delay affected only part of the order (for example, certain items arrived cold while others were satisfactory).
• A promotional discount was applied to the order, and the refund is calculated based on the actual amount paid for the specific item in question.

The amount of any partial refund will be calculated based on the proportional value of the affected item(s) relative to the total order. Our customer support team will communicate the partial refund amount to you before processing.

8. Exchange Policy

We understand that sometimes a replacement is preferable to a refund. Mod Pizza offers exchanges under the following conditions:

• The original item was incorrect, and a correctly prepared replacement can be provided promptly.
• The food was of poor quality, and you would prefer a freshly prepared replacement rather than a monetary refund.
• The exchange is requested within 1 hour of the original order being received.

To request an exchange:

1. Contact us at [email protected] or visit our location directly.
2. Provide your order confirmation number and describe the issue.
3. If feasible, return the incorrect or unsatisfactory item to our location (for in-store orders).
4. Our team will arrange a replacement at no additional cost to you.

Please note that exchanges are subject to ingredient availability. If an item is no longer available at the time of the exchange request, we will offer a comparable alternative or issue a refund for that item.

9. Cancellation Policy

We begin preparing your food shortly after your order is placed. Due to the perishable and time-sensitive nature of our products, our cancellation policy is as follows:

9.1 Online and Phone Orders

• Cancellations made within 5 minutes of placing an order — Eligible for a full refund, provided preparation has not yet begun.
• Cancellations made after 5 minutes — Once preparation has begun, cancellations are generally not accepted. However, if the order has not yet been prepared, we will make every effort to accommodate your request at our discretion.
• Pre-ordered or scheduled orders — May be cancelled up to 1 hour before the scheduled pickup or delivery time for a full refund.

9.2 In-Store Orders

In-store orders that have already been assembled or are in the process of being prepared cannot be cancelled or refunded based on a change of preference. If there is a genuine quality issue, please speak to a manager immediately.

9.3 Large or Group Orders (Catering)

For catering or large group orders:

• Cancellations made more than 48 hours before the scheduled order time will receive a full refund.
• Cancellations made between 24 and 48 hours before the scheduled order time will receive a 50% refund.
• Cancellations made less than 24 hours before the scheduled order time are non-refundable, as ingredients and preparation have already been committed.

10. Dispute Resolution Process

If you are unsatisfied with our decision regarding your refund request, you have several options for resolving the dispute:

10.1 Internal Escalation

You may request that your case be escalated to a senior member of our customer service team. To do so, reply to your existing email correspondence and include "ESCALATION REQUEST" in the subject line. A senior representative will review your case within 3 business days.

10.2 Chargeback Through Your Bank

If you believe a charge was made to your account in error and we have not resolved the issue to your satisfaction, you have the right to contact your bank or credit card issuer to initiate a chargeback. We encourage you to attempt to resolve the matter directly with us first, as chargebacks can take significantly longer to process.

10.3 Consumer Protection Resources

If you feel your consumer rights have been violated, you may contact the following agencies for assistance:

• Federal Trade Commission (FTC): www.ftc.gov
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your state's Attorney General Office or Department of Consumer Affairs

10.4 Informal Mediation

In the event of an unresolved dispute, both parties agree to first attempt to resolve the matter through good-faith negotiations. If a resolution cannot be reached within 30 days of the initial dispute, either party may pursue further legal remedies as permitted by applicable law.

11. Special Circumstances

We recognize that extraordinary circumstances may affect your ability to submit a refund request within our standard timeframes. In cases such as documented medical emergencies, natural disasters, or other unavoidable events, we encourage you to contact us as soon as possible. We will review such requests on a case-by-case basis and will do our best to accommodate reasonable requests outside of our standard policy.

12. Modifications to This Policy

Mod Pizza reserves the right to modify this Refund Policy at any time. Any changes will be effective immediately upon posting to our website at modpizzafood.top. We encourage you to review this policy periodically to stay informed about your rights and our procedures. Continued use of our services following any modifications constitutes your acceptance of the updated policy.

13. Contact Information for Refund Requests

For all refund requests, questions about this policy, or any concerns related to your order, please contact our customer support team: