Refund Policy

At Mod Pizza, we are committed to delivering high-quality food and an exceptional customer experience. We understand that issues can arise, and we want to make sure every customer feels heard and fairly treated. This Refund Policy outlines the terms and conditions under which refunds, exchanges, and cancellations are processed. By placing an order through our website pizzasmod.rest or any affiliated ordering platform, you agree to the terms described below.

1. Our Commitment to Customer Satisfaction

We take pride in every pizza and food item we prepare. If your order does not meet your expectations due to an error on our part, a quality issue, or a problem during delivery, we are here to make it right. Our refund policy is designed to be fair, transparent, and easy to navigate so you can resolve any issues quickly and confidently.

This policy applies to all orders placed through our official website at pizzasmod.rest, our mobile ordering platforms, and any authorized third-party delivery partners where applicable. Please read this policy carefully before submitting a refund request.

2. Eligibility Conditions for Refunds

Refunds may be granted under the following circumstances:

• Incorrect Order: You received items that were different from what you ordered (wrong toppings, wrong size, wrong item entirely).
• Missing Items: One or more items from your order were missing upon delivery or pickup.
• Food Quality Issues: The food was undercooked, overcooked, spoiled, or otherwise unfit for consumption upon receipt.
• Foreign Objects: The food contained any foreign object or contaminant not disclosed as an ingredient.
• Delivery Failure: Your order was marked as delivered but was not received at the confirmed delivery address.
• Duplicate Charges: Your payment method was charged more than once for the same order.
• Technical Errors: A system error on our platform resulted in an incorrect charge or an order that was never processed.

3. Timeframes for Refund Requests

To be eligible for a refund, your request must be submitted within the timeframes outlined below:

Requests submitted after these deadlines may not be eligible for a full refund. We encourage customers to inspect their orders promptly upon receipt and contact us as soon as an issue is identified. Late submissions will be reviewed on a case-by-case basis at the sole discretion of our customer service team.

4. Non-Refundable Items and Situations

The following items and circumstances are generally not eligible for refunds:

• Orders that have been fully consumed or substantially eaten before a complaint is filed.
• Customized orders that were prepared exactly as specified by the customer.
• Promotional or discounted items marked as "final sale" or "non-refundable" at the time of purchase.
• Gift cards, store credits, or loyalty reward points once redeemed.
• Delivery fees, service fees, and tips paid to third-party delivery platforms.
• Orders where the customer provided an incorrect delivery address.
• Dissatisfaction based purely on personal taste preferences when the order was prepared correctly.
• Orders placed through unauthorized third-party platforms not affiliated with pizzasmod.rest.

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

Submitting a refund request is simple. Please follow the steps below to ensure your request is processed as quickly as possible:

1. Step 1 — Gather Your Order Information: Locate your order confirmation email or receipt. You will need your order number, the date and time of the order, and the email address used at checkout.
2. Step 2 — Document the Issue: If applicable, take clear photographs or screenshots of the problem (incorrect item, missing item, food quality issue, or receipt showing duplicate charge). Visual evidence greatly helps us resolve your request faster.
3. Step 3 — Contact Our Customer Support Team: Reach out to us using one of the following methods:
   • Email: [email protected]
   • Website: pizzasmod.rest
4. Step 4 — Provide Required Details: In your message, include the following:
   • Full name and contact information
   • Order number and order date
   • Description of the issue
   • Any supporting photos or documentation
   • Your preferred resolution (refund, replacement, or store credit)
5. Step 5 — Await Confirmation: Our team will acknowledge your request within 1–2 business days and may ask for additional information if needed.
6. Step 6 — Resolution: Once reviewed, we will notify you of the outcome and, if approved, initiate the refund or replacement process.

6. Refund Processing Times by Payment Method

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

Please be aware that while we process refunds promptly on our end, the actual time for funds to appear in your account is determined by your bank or payment provider and is beyond our control. If you have not received your refund after the stated timeframe, we recommend contacting your bank or payment provider first before reaching out to us.

7. Partial Refunds

In certain situations, a partial refund may be issued rather than a full refund. Partial refunds may apply in the following circumstances:

• Only one or a few items in a multi-item order were affected by an issue.
• The food was partially consumed before the quality issue was identified.
• A delivery was partially fulfilled (some items delivered, some missing).
• A promotional discount was applied to the original order, and the refund is calculated on the actual amount paid rather than the full menu price.
• The issue was due to a combination of customer error and our error, resulting in a shared responsibility determination.

The amount of any partial refund will be communicated to the customer before processing. If you disagree with a partial refund determination, you may escalate your case through our dispute resolution process described in Section 10 of this policy.

8. Exchange Policy

In many cases, we prefer to offer a replacement order rather than a monetary refund, as this allows us to correct the issue quickly and ensure you receive the food experience you expected. Exchanges or replacements may be offered under the following conditions:

• The original order was prepared incorrectly or contained the wrong items.
• The food was unfit for consumption due to a quality issue within our control.
• The customer is available to receive a replacement delivery within the same business day.

To request a replacement order, please follow the same steps outlined in Section 5. When contacting us, specify that you prefer a replacement rather than a refund, and we will do our best to accommodate your preference based on availability and operational capacity.

Please note that replacement orders are subject to the same delivery area and hours as regular orders. If a replacement is not feasible due to timing or operational constraints, a full refund or store credit will be offered instead.

9. Cancellation Policy

We begin preparing orders quickly to ensure freshness and prompt delivery. As a result, our ability to cancel an order depends on how much time has passed since it was placed.

9.1 Cancellation Window

• Within 5 minutes of placing the order: You may be able to cancel your order for a full refund if preparation has not yet begun. Contact us immediately at [email protected].
• After 5 minutes: Once food preparation has begun, cancellations may not be possible, and no refund will be issued for the food cost. However, if a delivery fee was charged and delivery has not yet been dispatched, the delivery fee may be refunded.
• After dispatch for delivery: Orders that have already been picked up by a delivery driver cannot be cancelled. Please contact us after receiving the order if there is an issue.

9.2 Failed Delivery Cancellations

If a delivery attempt fails due to reasons outside our control (such as an inaccessible address or no one available to receive the order), the order may not be eligible for a refund unless you contact us within 48 hours and provide evidence supporting the failed delivery claim.

9.3 Event or Catering Order Cancellations

For large catering or event orders, cancellations must be requested at least 48 hours before the scheduled delivery or pickup time to receive a full refund. Cancellations made within 48 hours of the scheduled time may be subject to a cancellation fee of up to 50% of the total order value to cover food and preparation costs already incurred.

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 formal dispute resolution process.

10.1 Internal Escalation

If your initial refund request is denied or you disagree with the resolution offered, you may request that your case be reviewed by a senior member of our customer service team. To escalate internally, reply to your original support communication and clearly state that you are requesting an escalated review. We aim to respond to escalated cases within 3 business days.

10.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute charges with your bank or credit card issuer through the chargeback process. Under the Fair Credit Billing Act (FCBA) and applicable card network rules, you may file a dispute for unauthorized or erroneous charges. We encourage customers to attempt to resolve issues directly with us before initiating a chargeback, as chargebacks can delay resolution and may affect your account status.

10.3 Consumer Protection Resources

If you believe our refund practices are unfair or violate applicable consumer protection laws, you may file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or your state's consumer protection office. Residents of California may also have rights under the California Consumer Protection Act and may contact the California Department of Consumer Affairs.

10.4 Governing Law

This Refund Policy is governed by the laws of the United States and the state in which our business is registered. Any disputes that cannot be resolved informally shall be subject to binding arbitration in accordance with the rules of the American Arbitration Association (AAA), unless otherwise required by law.

11. Store Credit as an Alternative

In some cases, we may offer store credit as an alternative to a monetary refund. Store credit will be issued in the form of a promotional code or account credit and may be applied to future orders on pizzasmod.rest. Store credits:

• Are non-transferable and may only be used by the account holder who received them.
• Do not expire for a period of 12 months from the date of issuance.
• Cannot be redeemed for cash.
• May be subject to minimum order requirements.

If you prefer a monetary refund over store credit, please indicate this clearly when submitting your request, and we will do our best to accommodate your preference based on the nature of the issue.

12. Changes to This Refund Policy

We reserve the right to update or modify this Refund Policy at any time. Changes will be posted on our website at pizzasmod.rest with an updated effective date. We encourage you to review this policy periodically. Continued use of our services after any changes constitutes your acceptance of the updated policy. If a material change is made, we will make reasonable efforts to notify customers via email or a prominent notice on our website.

13. Contact Information for Refund Requests

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

When contacting us, please have your order number, the date of your order, and a description of the issue ready to help us serve you as efficiently as possible. We are committed to responding to all refund inquiries promptly and resolving issues in a fair and timely manner.