Refund Policy

At Mod Pizza, we are committed to providing our customers with the highest quality food and service. We understand that there may be occasions when an order does not meet your expectations, and we want to ensure that your experience with us is always satisfying. This Refund Policy outlines the terms and conditions under which refunds, exchanges, and cancellations are handled. Please read this policy carefully before placing an order through our website at fresh-modpizza.click.

1. General Refund Philosophy

We take pride in the quality of every pizza and food item we prepare. Our goal is your complete satisfaction. If for any reason your order does not meet the standards you expect, we encourage you to contact us promptly so we can make it right. We handle each refund request on a case-by-case basis, and we are always willing to work with our customers to find a fair and reasonable resolution.

All refund requests are subject to review and must comply with the conditions outlined in this policy. By placing an order on our website or through any associated ordering platform, you agree to the terms of this Refund Policy.

2. Eligibility Conditions for Refunds

To be eligible for a refund, the following conditions must be met:

• The refund request must be submitted within the applicable timeframe as described in Section 3 of this policy.
• You must provide proof of purchase, including your order number, order date, and the email address or phone number used to place the order.
• The issue must be related to one or more of the following qualifying circumstances:
  • The order received was incorrect (wrong items, missing items, or wrong customizations).
  • The food was of unacceptable quality (spoiled, contaminated, or significantly undercooked/overcooked).
  • The order was never delivered despite confirmation of a delivery order.
  • You were charged multiple times for the same order due to a technical error.
  • Your order was significantly delayed beyond the estimated preparation or delivery time through no fault of your own.
• The refund request must be submitted in good faith and must accurately describe the issue with your order.

We reserve the right to deny a refund request if the claim cannot be verified, if there is evidence of misuse of our refund process, or if the request does not meet the eligibility criteria outlined above.

3. Timeframes for Refund Requests

Timely communication is essential when it comes to food orders. Please review the applicable timeframes below:

Refund requests submitted after these deadlines may not be honored. If you believe there are exceptional circumstances that prevented you from submitting your request within the designated timeframe, please contact us, and we will review your situation on a case-by-case basis.

4. Non-Refundable Items and Services

The following items and circumstances are generally non-refundable:

• Completed and accepted orders: Once an order has been picked up or delivered and accepted without any reported issues, it is generally not eligible for a refund.
• Custom or special preparation requests: Items prepared according to specific customer customizations that were correctly fulfilled as ordered.
• Change of mind: Refunds will not be issued simply because you changed your mind after the food was prepared.
• Promotional or discounted items: Items purchased using promotional codes, coupons, or special discounts may be subject to different or limited refund terms.
• Delivery fees: Delivery fees are non-refundable unless the non-delivery was caused by our error or our delivery partner's error.
• Tips or gratuities: Any tips or service charges added to the order are non-refundable.
• Orders reported more than 48 hours after receipt: Except for billing discrepancies, which must be reported within 7 business days.

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

If you believe you are entitled to a refund, please follow these steps:

1. Gather your order information: Before contacting us, please have the following ready:
   • Your order number (found in your confirmation email or SMS)
   • The date and time the order was placed
   • The email address or phone number associated with the order
   • A clear description of the issue
   • Photos of the food or packaging, if applicable (strongly recommended for quality-related issues)
2. Contact us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: fresh-modpizza.click
3. Submit your request: Provide a complete description of the issue along with all relevant details. The more information you provide, the faster we can process your request.
4. Wait for confirmation: Our customer support team will acknowledge your request within 1–2 business days and may request additional information if necessary.
5. Review and decision: Once your request has been reviewed, we will notify you of the outcome via the email address provided. If approved, we will inform you of the refund amount and the processing timeline.
6. Refund issued: Approved refunds will be processed according to the timelines described in Section 6 below.

6. Refund Processing Times by Payment Method

The time it takes for a refund to appear in your account varies depending on the payment method used:

Please note that these timeframes begin after we have approved and initiated the refund on our end. Additional processing time may be required by your bank or payment provider, which is beyond our control. If you do not see your refund within the stated timeframe, please contact your bank before reaching out to us.

7. Partial Refunds

In some cases, a partial refund may be issued instead of a full refund. Situations where partial refunds may apply include:

• Only a portion of your order was incorrect, missing, or unsatisfactory, while the rest of the order was prepared and delivered correctly.
• A minor quality issue was present but did not affect the majority of the order.
• A significant delay occurred for part of the order but not the entire order.
• The customer consumed a portion of the order before identifying the issue.

Partial refund amounts will be calculated based on the value of the affected items, taking into account any discounts, promotions, or coupons applied to the original order. We will always communicate the proposed partial refund amount to you before processing and give you the opportunity to discuss the resolution with our team.

8. Exchange Policy

Because we are a food service business, traditional product exchanges are not always possible. However, we offer the following alternatives depending on the situation:

• Replacement order: If your order was incorrect or did not meet quality standards, and it is practical to do so, we may offer to prepare and deliver a replacement order at no additional charge. This option is available primarily for in-store orders or local delivery orders.
• Store credit: If a physical replacement is not feasible (for example, if you are located far from our preparation location or if the issue is reported after some time), we may offer store credit in the amount equivalent to the affected items. Store credit can be applied to future orders placed through our website.
• Substitution of items: For incorrect items, we may offer to substitute the wrong item with the correct item on your next visit or next order, subject to availability.

All exchange requests are subject to the same eligibility conditions and timeframes as refund requests. Please contact us at [email protected] to discuss your exchange options.

9. Cancellation Policy

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

9.1 Online and App-Based Orders

Once an order is placed online or through a third-party app, our kitchen begins preparation almost immediately. As a result, cancellations are only accepted within 5 minutes of placing the order, and only if preparation has not yet begun. After this window, cancellations cannot be accommodated, and no refund will be issued for cancellation requests made after preparation has started.

9.2 Scheduled or Future Orders

If you placed an order scheduled for a future date or time, you may cancel without penalty up to 2 hours before the scheduled preparation time. Cancellations made within 2 hours of the scheduled time will not be refunded, as ingredients may have already been allocated or preparation may have begun.

9.3 Catering or Large Group Orders

For catering orders or large group orders (typically orders over $100 or orders for 10 or more people), a different cancellation policy applies:

• Cancellations made more than 48 hours before the scheduled order time: Full refund.
• Cancellations made between 24 and 48 hours before the scheduled order time: 50% refund.
• Cancellations made less than 24 hours before the scheduled order time: No refund.

To cancel an order, please contact us as soon as possible at [email protected] with your order number and reason for cancellation.

10. Dispute Resolution Process

We are committed to resolving all refund-related concerns fairly and efficiently. If you are not satisfied with the outcome of your refund request, the following dispute resolution process is available to you:

10.1 Internal Escalation

If you believe your refund request was handled incorrectly or unfairly, you may request an escalation to a senior member of our customer support team. To escalate your dispute, please send an email to [email protected] with the subject line "Refund Dispute Escalation" and include your original order number, a description of the original issue, and the reason you are disputing the initial decision. We will review escalated disputes within 5 business days.

10.2 Consumer Protection Resources

As a business operating in the United States, we are subject to consumer protection laws enforced by the Federal Trade Commission (FTC). If you believe we have engaged in unfair or deceptive practices, you may file a complaint with the FTC at ftc.gov/complaint. Customers in California also have rights under the California Consumer Privacy Act (CCPA/CPRA) and may contact the California Attorney General's office for additional consumer protection resources.

10.3 Chargeback Process

If you are unable to resolve your dispute with us directly and you paid by credit or debit card, you have the right to initiate a chargeback through your bank or card issuer. We respectfully ask that you attempt to resolve the issue with us directly before initiating a chargeback, as chargebacks can be a lengthy process for all parties involved. We will always cooperate fully with any chargeback investigations and provide all relevant documentation to support an accurate resolution.

11. Food Safety and Health Concerns

If you believe that consuming food from our business has caused you illness or a food safety concern, please take the following steps:

• Seek appropriate medical attention immediately if you are experiencing symptoms.
• Preserve any remaining food and packaging, if possible, for inspection purposes.
• Contact us immediately at [email protected] with details of your order and the symptoms experienced.
• You may also report food safety concerns to your local health department or to the United States Food and Drug Administration (FDA) at fda.gov.

We take all food safety concerns extremely seriously and will investigate any such reports promptly and thoroughly. Refunds in food safety cases will be processed with the highest priority.

12. Changes to This Policy

We reserve the right to update or modify this Refund Policy at any time. Any changes will be posted on our website at fresh-modpizza.click with a revised effective date. We encourage you to review this policy periodically. Continued use of our website or services after changes are posted constitutes your acceptance of the updated policy. For significant changes, we may also notify customers via email.

13. Contact Information for Refund Requests

For all refund requests, questions, or concerns related to this policy, please contact us using the information below:

Our customer support team is available Monday through Friday, 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, please do not delay in contacting us or the appropriate authorities.