Refund Policy

At Mod Pizza, we are committed to delivering the highest quality food and customer experience. We understand that situations may arise where a refund or exchange is necessary. This Refund Policy outlines your rights, our obligations, and the procedures governing refund requests, cancellations, and dispute resolution. Please read this policy carefully before placing an order.

By placing an order through our website pizzas-mods.digital or any other channel, you agree to the terms described in this policy. This policy is governed by applicable United States federal and state consumer protection laws, including the Federal Trade Commission (FTC) Act.

1. Eligibility for Refunds

We want every customer to be satisfied with their order. Refunds may be issued under the following circumstances:

• Incorrect Order: You received an item that is different from what you ordered.
• Missing Items: Part of your order was not included in your delivery or pickup.
• Food Quality Issues: The food received was spoiled, undercooked, or otherwise unfit for consumption.
• Allergic Reactions Due to Our Error: If you clearly indicated an allergy or dietary restriction and we failed to accommodate it correctly, resulting in the delivery of an inappropriate item.
• Order Not Delivered: Your order was confirmed and charged but never delivered within the expected timeframe.
• Duplicate Charges: You were billed more than once for the same order.
• Significant Delay: Your order was delivered substantially later than the estimated time, making the food unsuitable for consumption.

Refund eligibility is assessed on a case-by-case basis. Mod Pizza reserves the right to request photographic or other evidence to support your claim before processing any refund.

2. Timeframes for Refund Requests

To qualify for a refund, you must contact us within the timeframes outlined below:

Requests submitted outside of these timeframes may not be eligible for a refund. We encourage customers to inspect their orders upon receipt and contact us immediately if there is an issue.

3. Non-Refundable Items and Situations

Certain situations and items are not eligible for refunds, including but not limited to:

• Change of Mind: Refunds will not be issued because you changed your mind after an order has been placed and preparation has begun.
• Customization Errors by the Customer: If a food preparation error was caused by incorrect customization instructions provided by the customer.
• Partially Consumed Items: Items that have been substantially consumed will not be eligible for a full refund, though a partial refund may be considered.
• Promotional and Discounted Items: Items purchased using special promotional offers, discount codes, or as part of a bundle deal may have limited refund eligibility unless a qualifying defect exists.
• Gift Cards and Loyalty Points: Gift card purchases and redeemed loyalty points are non-refundable under any circumstances.
• Delivery Fees: Third-party delivery fees are generally non-refundable unless the non-delivery was caused solely by our error.
• Taste Preference: We do not issue refunds because a customer did not enjoy the taste of correctly prepared food.

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

Follow these steps to submit a refund request efficiently:

1. Step 1 — Gather Your Information: Before contacting us, collect the following details:
   • Your order number or confirmation email
   • The date and time your order was placed
   • A description of the issue
   • Photographs of the incorrect, missing, or defective item (if applicable)
2. Step 2 — Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: pizzas-mods.digital
3. Step 3 — Submit Your Claim: In your message, include your order details, a clear description of the problem, and any supporting documentation such as photos or screenshots.
4. Step 4 — Review Process: Our team will review your claim within 1–3 business days. We may contact you for additional information or clarification.
5. Step 5 — Refund Decision: Once the review is complete, you will receive an email notifying you of our decision. If approved, the refund will be processed according to the timelines described in Section 5 below.

5. Refund Processing Times by Payment Method

Once a refund has been approved, processing times vary depending on the payment method used:

Please note that while we initiate the refund promptly, the actual time for the funds to appear in your account depends on your bank or financial institution. Mod Pizza is not responsible for any delays caused by third-party financial processors.

6. Partial Refunds

In certain circumstances, a partial refund may be issued rather than a full refund. Partial refunds may apply when:

• Only a portion of your order was incorrect or missing, and the remaining items were satisfactory.
• A food quality issue affected part of the order but not the entire order.
• An item was partially consumed before the defect or issue was identified.
• The order was delivered late, but the food remained acceptable for consumption.
• A promotional discount was applied, and only the non-discounted value is refundable.

The amount of a partial refund will be determined at the sole discretion of Mod Pizza based on the specific circumstances of each case. We strive to be fair and reasonable in all partial refund determinations.

7. Exchange Policy

In some cases, instead of a monetary refund, we may offer a replacement or exchange as a resolution. Our exchange policy is as follows:

• Incorrect Items: If you received the wrong item, we will offer to remake and deliver or provide the correct item at no additional charge, subject to availability and location.
• Defective Items: Items that are defective or unsatisfactory due to our error may be exchanged for the same or a comparable item.
• Customer Preference: If you prefer an exchange over a refund, simply indicate this when submitting your refund request, and we will do our best to accommodate your preference.
• Timing: Exchanges for remade food items must be requested within 24 hours of the original order delivery or pickup.

Mod Pizza reserves the right to decline an exchange request if the circumstances do not meet our eligibility criteria or if the original error was not caused by our team.

8. Cancellation Policy

Orders may be cancelled under the following conditions:

8.1 Online and Phone Orders

• You may cancel your order within 5 minutes of placing it, provided that food preparation has not yet begun.
• To cancel, contact us immediately via email at [email protected] or through the website at pizzas-mods.digital.
• If food preparation has already started, the order cannot be cancelled and a refund will not be issued based on cancellation alone.

8.2 Catering and Large Orders

• Catering orders may be cancelled up to 48 hours before the scheduled delivery or pickup time for a full refund.
• Cancellations made between 24 and 48 hours before the scheduled time may be subject to a cancellation fee of up to 25% of the total order value.
• Cancellations made less than 24 hours before the scheduled time may not be eligible for a refund, as food preparation and ingredient procurement will have already commenced.

8.3 Subscription or Recurring Orders

• If you have enrolled in any subscription or recurring meal plan service, you may cancel at any time by contacting us at [email protected].
• Cancellations must be submitted at least 24 hours before the next billing or delivery cycle to avoid being charged for the upcoming order.

9. Dispute Resolution Process

We strongly encourage customers to contact us directly before initiating any formal dispute. Most issues can be resolved quickly and amicably through our customer service team.

9.1 Internal Resolution

If you are dissatisfied with the outcome of your refund request, you may escalate the matter by:

• Sending a written escalation request to [email protected] with the subject line "Refund Dispute Escalation."
• Our management team will review the escalated case and respond within 5 business days.

9.2 Chargebacks

If you initiate a chargeback through your bank or credit card company before allowing us the opportunity to resolve your dispute, it may complicate or delay the resolution process. We encourage you to contact us first. However, you retain the right to dispute charges with your financial institution as permitted by applicable law.

9.3 Consumer Protection Agencies

If you are unable to resolve your dispute through our internal process, you may file a complaint with the following agencies:

• Federal Trade Commission (FTC): www.ftc.gov — for consumer protection complaints
• Better Business Bureau (BBB): www.bbb.org
• Your State Attorney General's Office — for state-level consumer protection issues

Customers in California also have rights under the California Consumer Privacy Act (CCPA/CPRA) and may contact the California Attorney General's office for consumer-related matters.

9.4 Governing Law

This Refund Policy shall be governed by and construed in accordance with the laws of the United States. Any legal disputes that cannot be resolved through the internal process outlined above shall be subject to binding arbitration or litigation in a court of competent jurisdiction within the United States, as required by applicable law.

10. Fraud Prevention

Mod Pizza takes refund fraud seriously. Any customer found to be submitting false, misleading, or fraudulent refund claims may have their account suspended or permanently banned from using our services. We reserve the right to report fraudulent activity to appropriate law enforcement or consumer protection agencies. Evidence of fraud will be retained and may be used in legal proceedings.

11. 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 pizzas-mods.digital with an updated effective date. It is your responsibility to review this policy periodically. Continued use of our services after changes are posted constitutes your acceptance of the revised policy.

12. Contact Information

For all refund requests, exchanges, cancellations, or questions regarding this policy, please contact us: