Refund Policy

At Mod Pizza, we are committed to delivering a satisfying dining experience with every order. We understand that sometimes things do not go as expected, and we want to make sure you feel confident when ordering from us. This Refund Policy outlines the conditions under which refunds, exchanges, and cancellations are handled. Please read this document carefully before placing an order through our website at pizzmod.click or through any affiliated ordering platform.

1. Overview

This Refund Policy applies to all food orders placed through our website (pizzmod.click) or any associated ordering system operated by Mod Pizza. By placing an order with us, you agree to the terms outlined in this policy. We strive to resolve all issues fairly and promptly in accordance with applicable United States consumer protection laws, including but not limited to the Federal Trade Commission (FTC) Act and applicable state consumer protection regulations.

Our goal is to ensure that every customer receives the quality and accuracy they expect from their order. If for any reason you are dissatisfied, our team is here to help.

2. Eligibility Conditions for Refunds

Refund requests may be considered under the following conditions:

• Incorrect Order: You received food items that are different from what you ordered (wrong toppings, wrong size, wrong item).
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food delivered or provided was undercooked, overcooked, spoiled, or otherwise unfit for consumption.
• Allergen Concerns: An item contained an ingredient that you specifically requested to be excluded due to a known allergy or dietary restriction, and this was clearly noted at the time of ordering.
• Order Not Received: Your delivery order was confirmed by our system but never arrived at the designated delivery address.
• Duplicate Charges: You were charged more than once for the same order due to a technical or processing error.

To be eligible for a refund, you must meet all of the following general requirements:

1. The refund request must be submitted within the applicable timeframe described in Section 3 below.
2. You must provide your order number, contact information, and a clear description of the issue.
3. Photographic evidence may be required for quality-related claims.
4. The order must have been placed and paid for directly through pizzmod.click or our authorized ordering system.

3. Timeframes for Refund Requests

Timely reporting is essential for us to investigate and resolve your concern effectively. The following timeframes apply:

Requests submitted beyond these timeframes may not be eligible for a refund or may only qualify for a partial refund or store credit at our discretion. We strongly recommend that you inspect your order upon receipt and contact us immediately if there is an issue.

4. Non-Refundable Items and Services

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

• Orders that were prepared correctly and in full accordance with the customer's specifications but returned due to a change of mind.
• Promotional or discounted items unless the item itself is defective or incorrect.
• Delivery fees charged by third-party delivery services (if applicable). These fees are governed by the respective third party's refund policy.
• Tips and gratuities added at checkout.
• Digital gift cards or promotional vouchers once they have been redeemed or used.
• Orders where the customer provided an incorrect delivery address and the food could not be delivered.
• Food items that have been substantially consumed before the complaint is raised, unless a genuine quality or safety issue is documented.
• Orders placed through third-party platforms (such as third-party delivery apps) not operated by Mod Pizza directly. For such orders, you must contact the respective platform for refund assistance.

5. How to Request a Refund

We have made our refund request process as straightforward as possible. Please follow these steps to submit a refund request:

Step 1: Gather Your Information

Before contacting us, please have the following ready:

• Your order number (found in your confirmation email or order history)
• The email address used to place the order
• A clear description of the issue
• Photographs or screenshots (if applicable, especially for quality complaints)

Step 2: Contact Our Customer Support Team

Reach out to us using one of the following methods:

• Email: [email protected]
• Website: pizzmod.click (use the contact form on our website)

Step 3: Submit Your Request

In your email or contact form submission, please include:

• Subject line: "Refund Request – Order #[Your Order Number]"
• Full name and contact information
• Order date and time
• Description of the problem
• Attached photos (if relevant)

Step 4: Await Confirmation

Our customer service team will acknowledge your request within 1–2 business days. We may follow up with additional questions to complete our review.

Step 5: Resolution

Once our review is complete, we will notify you of the outcome via the email address you provided. If your refund is approved, it will be processed according to the timelines described in Section 6.

6. Refund Processing Times by Payment Method

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

Please note that while we process refunds promptly on our end, your financial institution may take additional time to post the credit to your account. Mod Pizza is not responsible for delays caused by banks or payment processors. If you have not received your refund after the stated timeframe, please first check with your bank or card issuer before contacting us.

7. Partial Refunds

In certain situations, a partial refund may be issued instead of a full refund. Partial refunds may be granted under the following circumstances:

• Only a portion of your order was affected (e.g., one item out of several was incorrect or missing).
• The food was partially consumed before the quality issue was identified, but the concern is considered valid.
• A promotional discount was applied to the original order and the refund is calculated on the actual amount paid.
• The customer contributed to the error (e.g., by providing incomplete customization instructions).
• The request falls slightly outside the eligible reporting timeframe but is considered in good faith at our discretion.

The amount of the partial refund will be communicated to you during the resolution process. You may be offered store credit as an alternative to a monetary partial refund.

8. Exchange Policy

Due to the perishable nature of food products, traditional exchanges are generally not available. However, we offer the following remedies as alternatives:

• Replacement Order: If your order was incorrect or had a verifiable quality issue, we may offer to prepare and send a replacement item at no additional cost, subject to availability and operational feasibility.
• Store Credit: In lieu of a cash refund or replacement, we may offer store credit equivalent to the value of the affected item(s), which can be used on a future order.
• Complimentary Item: For minor errors or inconveniences, we may offer a complimentary item on your next visit or order as a goodwill gesture.

Replacement orders are subject to the same preparation standards and will be processed as a priority. The decision to offer an exchange, replacement, or refund lies with Mod Pizza's customer service team based on the specifics of each case.

9. Cancellation Policy

We begin preparing food orders shortly after they are confirmed to ensure fresh and timely delivery. Because of this, our cancellation window is limited.

9.1 Online Orders

• You may cancel an order within 5 minutes of placing it, provided preparation has not yet begun.
• To cancel, contact us immediately via email at [email protected] or use the cancellation option in your order confirmation email (if available).
• If the order has already entered the preparation stage, cancellation may not be possible, and a full refund may not be issued.

9.2 In-Store Orders

• In-store orders that have already been prepared cannot be canceled or refunded unless there is a quality or accuracy issue as described in Section 2.

9.3 Scheduled or Pre-Orders

• If you have placed a scheduled or advance order, you may cancel up to 2 hours before the scheduled preparation time for a full refund.
• Cancellations made less than 2 hours before the scheduled time may only be eligible for store credit.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, you have the right to escalate the matter through our formal dispute resolution process.

Step 1: Internal Escalation

Request that your complaint be escalated to a senior customer service representative or manager by replying to your original support email and using the subject line: "Escalation Request – Order #[Your Order Number]". We will respond within 3 business days.

Step 2: Written Formal Complaint

If the internal escalation does not resolve your concern, you may submit a formal written complaint to us at:

Step 3: External Resolution

If we are unable to reach a satisfactory resolution, you may file a complaint with the following bodies:

• Federal Trade Commission (FTC): www.ftc.gov – for unfair or deceptive business practices.
• Your State Attorney General's Office: For state-level consumer protection complaints.
• Better Business Bureau (BBB): www.bbb.org
• Consumer Financial Protection Bureau (CFPB): For billing or payment disputes involving financial institutions.

We are committed to working in good faith to resolve any disputes and will cooperate fully with any regulatory investigation.

11. Chargebacks and Payment Disputes

We encourage customers to contact us directly before initiating a chargeback with their bank or credit card company. Chargebacks can delay the resolution process and may result in account restrictions. If you have a legitimate concern, our team is prepared to resolve it quickly and fairly.

If a chargeback is initiated without prior contact with our team, we reserve the right to provide the relevant order and communication records to your financial institution as part of the dispute review process.

12. Policy for California Residents

If you are a resident of California, you may have additional rights under the California Consumer Protection Act (CCPA/CPRA) and other applicable California laws. These rights may include the ability to request information about how your personal data is used in connection with your orders and refund requests. For more information, please refer to our Privacy Policy on our website at pizzmod.click.

13. Changes to This Refund Policy

Mod Pizza reserves the right to update or modify this Refund Policy at any time. Changes will be posted on this page with an updated effective date. We encourage you to review this policy periodically. Continued use of our website and services following any changes constitutes your acceptance of the updated policy.

14. Contact Information

For all refund requests, questions about this policy, or general customer support inquiries, please contact us using the information below:

Our customer support team is available to assist you Monday through Friday, during standard business hours. We aim to respond to all inquiries within 1–2 business days.