Refund Policy

At Mod Pizza, we are committed to delivering a high-quality food experience to every customer. We understand that situations may arise where a refund or exchange is necessary. This Refund Policy outlines the terms and conditions under which refunds, exchanges, and cancellations are processed. By placing an order through our website pizzas-mod.digital or any associated ordering platform, you agree to the terms described in this policy.

Please read this policy carefully before placing your order. If you have any questions or concerns, do not hesitate to contact us using the information provided at the end of this document.

1. Eligibility Conditions for Refunds

We strive to ensure every order meets our high standards of quality, accuracy, and freshness. Refunds may be issued under the following eligible circumstances:

• Incorrect Order: You received an item that is different from what you ordered (wrong toppings, wrong size, wrong item entirely).
• Missing Items: One or more items from your order were not included in the delivery or pickup bag.
• Food Quality Issues: The food delivered or picked up was undercooked, overcooked, spoiled, or otherwise unfit for consumption.
• Allergic Reactions Due to Mislabeling: If you specified dietary restrictions or allergen information at the time of ordering and the order did not comply with those specifications, resulting in an adverse reaction or unacceptable meal.
• Order Not Delivered: Your delivery order was confirmed and charged but never arrived within the expected delivery window without prior notification.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical or processing error.
• Technical Errors During Checkout: A system malfunction on our website caused an unintended order to be placed and charged without your confirmation.

Refunds will not be issued for reasons such as personal preference changes after the order has been prepared, buyer's remorse, or situations where the customer provided incorrect delivery information.

2. Timeframes for Refund Requests

To be eligible for a refund, your claim must be submitted within the following timeframes:

Refund requests submitted outside of these timeframes may be reviewed at our sole discretion but are not guaranteed to be honored. We strongly encourage all customers to inspect their orders immediately upon receipt and report any issues promptly.

3. Non-Refundable Items and Services

Certain items and circumstances are excluded from our refund policy. The following are not eligible for a refund:

• Orders that have been fully consumed or largely eaten before a complaint is filed.
• Customized orders where the customer made specific requests that were fulfilled correctly, but the customer is dissatisfied with their own customization choices.
• Delivery fees and service fees charged by third-party delivery platforms (these are subject to the respective platform's refund policy).
• Promotional, discounted, or free items provided as part of a marketing campaign.
• Gift cards or store credit once they have been applied to an order.
• Orders where the customer voluntarily waived quality checks upon pickup.
• Orders affected by incorrect information provided by the customer (e.g., wrong delivery address, wrong phone number for contact).
• Catering or large group orders cancelled within less than the required notice period (see Cancellation Policy below).

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

Submitting a refund request is straightforward. Please follow the steps below to ensure your claim 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 of purchase, and the items you ordered.
2. Step 2 — Document the Issue: Take clear photographs of the incorrect, missing, or unsatisfactory items. Photos are strongly recommended for quality-related claims and may be required to process your request.
3. Step 3 — Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: pizzas-mod.digital
4. Step 4 — Provide Required Information: In your refund request, include the following:
   • Full name and contact information
   • Order number and date
   • Description of the issue
   • Supporting photos (if applicable)
   • 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 request additional information if needed.
6. Step 6 — Resolution: Once your claim is reviewed and approved, we will notify you of the outcome and initiate the refund, replacement, or credit as agreed.

5. 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:

6. Partial Refunds

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

• Only a portion of your order was incorrect, missing, or unsatisfactory.
• The issue was minor and did not affect the majority of your order (e.g., one topping was missing from a pizza with multiple toppings).
• The order was largely consumed before the complaint was filed, but a verified issue is confirmed.
• A promotional discount was applied to the order, and only the non-discounted value of the affected item is eligible for a refund.
• Delivery fees or service charges are not included in the refunded amount unless the entire order was undelivered or incorrect.

The amount of any partial refund will be determined by our customer service team based on the nature and extent of the issue. We will always communicate the refund amount to you before processing and give you an opportunity to accept or dispute our assessment.

7. Exchange Policy

We are happy to offer exchanges or replacements in appropriate circumstances. If your order was incorrect or contained a quality issue, you may request a replacement item instead of a monetary refund. Please note the following conditions:

• Replacement orders are subject to availability and must be requested within the same timeframe as refund requests (see Section 2).
• Replacements are offered at no additional cost when the original order error was made by our team.
• For in-store pickup orders, a replacement may be prepared and ready for pickup within a reasonable time, subject to kitchen capacity.
• For delivery orders, a replacement delivery may be arranged at our discretion, potentially subject to a new delivery window.
• Exchanges are not available for items that have been consumed or for orders where the issue is due to customer error in customization.
• Store credit equivalent to the value of the affected item may be offered as an alternative to a physical replacement.

8. Cancellation Policy

We understand that plans can change. Our cancellation policy is designed to be as flexible as possible while accounting for the perishable nature of our food products.

8.1 Standard Orders (Online or In-App)

• Orders may be cancelled free of charge within 5 minutes of being placed, provided preparation has not yet begun.
• Once an order has entered the preparation stage, cancellations are not guaranteed, and a refund may not be issued.
• To cancel an order, contact us immediately at [email protected] or call us directly.

8.2 Catering and Large Group Orders

• Catering orders must be cancelled at least 48 hours before the scheduled pickup or delivery time to receive a full refund.
• Cancellations made between 24 and 48 hours before the event will receive a 50% refund.
• Cancellations made less than 24 hours before the scheduled time are non-refundable due to the preparation and ingredient costs already incurred.

8.3 Scheduled Future Orders

• Orders scheduled for future delivery or pickup may be cancelled up to 2 hours before the scheduled time for a full refund.
• Cancellations within 2 hours of a scheduled order will be reviewed on a case-by-case basis.

9. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, or if you believe your complaint has not been handled fairly, you have the right to escalate your concern through our dispute resolution process.

9.1 Internal Escalation

You may request that your case be escalated to a senior member of our customer service team by clearly stating "Escalation Request" in your follow-up email to [email protected]. We commit to reviewing escalated disputes within 3–5 business days and providing a written response.

9.2 Chargeback Rights

Under the Fair Credit Billing Act (FCBA) and applicable consumer protection regulations enforced by the Federal Trade Commission (FTC), you have the right to dispute a charge with your credit card issuer or bank if you believe you were charged incorrectly or fraudulently. We encourage you to attempt to resolve the matter with us directly before initiating a chargeback, as we are committed to working toward a fair resolution.

9.3 Consumer Protection Resources

If you believe your consumer rights have been violated, you may also contact the following regulatory bodies:

• 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

9.4 Informal Mediation

In the event of an unresolved dispute, both parties agree to first attempt to resolve the matter through good-faith informal negotiation. If informal resolution fails after 30 days, either party may pursue remedies available under applicable law, including but not limited to small claims court, consistent with the laws of the United States.

10. Contact Information for Refund Requests

Our customer support team is available to assist you with any refund-related questions or requests. Please reach out to us using the contact details below:

11. Policy Updates

Mod Pizza reserves the right to modify or update this Refund Policy at any time to reflect changes in our operations, legal requirements, or business practices. Any changes will be posted on this page with an updated effective date. Continued use of our website or services after any changes constitutes your acceptance of the revised policy. We encourage you to review this page periodically to stay informed about our refund practices.