Refund Policy

At Mod Pizza, we are committed to providing our customers with high-quality food and a satisfying ordering experience. We understand that issues may occasionally arise, and this Refund Policy outlines the terms under which refunds, exchanges, and cancellations are handled. Please read this policy carefully before placing an order through our website at modpizza-delivery.click.

By placing an order with us, you acknowledge that you have read, understood, and agreed to the terms of this Refund Policy. This policy is governed by applicable United States consumer protection laws, including regulations enforced by the Federal Trade Commission (FTC) under the FTC Act.

1. Our Commitment to Customer Satisfaction

We take great pride in the quality of our food and delivery services. If you are not completely satisfied with your order, we encourage you to contact us as soon as possible so we can work toward a satisfactory resolution. Our customer service team is dedicated to addressing your concerns promptly and fairly.

This policy applies to all orders placed through our website, modpizza-delivery.click, including delivery orders, pickup orders, and any catering or bulk orders processed through our online platform.

2. Eligibility Conditions for Refunds

To be eligible for a refund, one or more of the following conditions must be met:

• Incorrect Order: You received an item that was not what you ordered (wrong toppings, wrong size, wrong item entirely).
• Missing Items: One or more items from your order were not included in your delivery or pickup.
• Food Quality Issues: The food you received was significantly below acceptable quality standards — for example, undercooked, spoiled, or otherwise unfit for consumption.
• Delivery Issues: Your order was never delivered and no attempt was made by our delivery team.
• Duplicate Charges: Your payment method was charged more than once for the same order.
• Technical Errors: A technical error on our website caused an incorrect or unintended order to be processed.
• Significant Delay: Your order was delayed by more than 60 minutes beyond the estimated delivery time with no prior notice.

3. Timeframes for Refund Requests

All refund requests must be submitted within the following timeframes to be considered:

Refund requests submitted outside these timeframes may not be honored. We strongly encourage you to inspect your order upon receipt and contact us immediately if there is a problem.

4. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds. Please review the following list carefully:

• Change of Mind: Refunds will not be issued simply because you changed your mind after placing an order.
• Customization Errors by Customer: If you made an error when customizing your order (e.g., selected the wrong toppings or sauce), we are not liable for a refund, though we may offer a partial resolution as a goodwill gesture.
• Consumed or Largely Consumed Orders: If a significant portion of the food has been consumed and a quality complaint is submitted, a full refund may not be warranted.
• Delivery Fees: Delivery fees are generally non-refundable unless the non-delivery was solely our fault.
• Promotional or Discounted Items: Items purchased using promotional codes or special discounts may have limited or no refund eligibility depending on the terms of the promotion.
• Gift Cards and Credits: Gift card purchases and account credits are non-refundable and cannot be exchanged for cash.
• Late Requests: Any refund request submitted beyond the applicable timeframe outlined above will not be eligible for consideration.

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

To submit a refund request, please follow the steps below:

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 your order, and the items you ordered.
2. Step 2 — Document the Issue: If applicable, take clear photographs of the incorrect, missing, or low-quality food items. This documentation helps us process your request faster.
3. Step 3 — Contact Us: Reach out to our customer service team using one of the following methods:
   • Email: [email protected]
   • Website: modpizza-delivery.click
4. Step 4 — Provide Required Information: In your refund request, please include:
   • Your full name
   • Order number
   • Date and time of the order
   • Description of the issue
   • Any supporting photos or evidence
   • Your preferred refund method (original payment method or store credit)
5. Step 5 — Wait for Confirmation: Our team will acknowledge your request within 1–2 business days and may follow up with additional questions.
6. Step 6 — Resolution: Once your request has been reviewed and approved, we will notify you of the outcome and initiate the appropriate refund or resolution.

6. Refund Processing Times by Payment Method

Once a refund has been approved, processing times vary depending on your payment method. Please refer to the table below for estimated timelines:

7. Partial Refunds

In certain situations, we may offer a partial refund rather than a full refund. Partial refunds may be issued when:

• Only some items in your order were incorrect or missing, while other items were delivered correctly.
• The food quality issue affected only a portion of your order.
• You have consumed a significant portion of the order before identifying the issue.
• The issue is determined to be partially due to customer error (e.g., incorrect customization instructions provided at checkout).
• A promotional discount or coupon was applied to the order.

Partial refund amounts will be calculated based on the value of the affected items, minus any applicable fees. Our customer service team will communicate the refund amount clearly before processing.

8. Exchange Policy

Due to the perishable nature of food products, traditional item exchanges (returning a product in exchange for a replacement) are not always feasible. However, we do offer the following alternatives:

• Order Remake: If your order was prepared incorrectly or did not meet quality standards, we may offer to remake and redeliver the item at no additional charge, subject to availability and delivery logistics.
• Store Credit: Instead of a cash refund, you may choose to receive store credit equivalent to the value of the affected item(s), which can be applied toward your next order.
• Replacement on Next Order: In some cases, we may offer a complimentary replacement item on your next order as a goodwill gesture.

Exchange or replacement requests are subject to the same eligibility conditions and timeframes as standard refund requests. Please contact our customer service team to discuss available options.

9. Cancellation Policy

We understand that plans can change. Our cancellation policy is as follows:

9.1 Cancellations Before Order Preparation

If you need to cancel your order, please contact us as soon as possible. Orders can typically be canceled and fully refunded if:

• The cancellation request is made within 5 minutes of placing the order, and
• The order has not yet entered the preparation stage in our kitchen.

9.2 Cancellations After Order Preparation Has Begun

Once an order has entered preparation, cancellation may not be possible. In such cases:

• A full refund will not be issued.
• We may offer a partial refund or store credit at our discretion.
• If the order has already been dispatched for delivery, cancellation is not possible.

9.3 Cancellations Due to Our Error

If we need to cancel your order due to circumstances on our end — such as ingredient unavailability, operational issues, or technical errors — you will receive a full refund to your original payment method within the processing times stated in Section 6.

10. Dispute Resolution Process

If you are not satisfied with the resolution provided by our customer service team, you may escalate your concern through the following process:

10.1 Internal Escalation

Request that your case be reviewed by a senior member of our customer service team or management. Please clearly state that you are escalating your concern when contacting us at [email protected].

10.2 Chargeback Rights

Under United States law, you have the right to dispute a charge with your credit or debit card issuer if you believe you were charged incorrectly or fraudulently. This right is protected under the Fair Credit Billing Act (FCBA) for credit cards and the Electronic Fund Transfer Act (EFTA) for debit cards. We encourage you to first contact us directly, as we are often able to resolve issues more quickly than the chargeback process.

10.3 FTC Consumer Protections

As a consumer in the United States, you have rights under the FTC Act, which prohibits unfair or deceptive acts or practices in commerce. If you believe our practices violate your consumer rights, you may file a complaint with the Federal Trade Commission at ftc.gov/complaint.

10.4 State Consumer Protection Agencies

You may also contact your state's consumer protection office for assistance with unresolved disputes. Contact information for state agencies can typically be found through your state's official government website.

11. Fraud Prevention

We take fraudulent refund claims very seriously. Any customer found to be making false or exaggerated claims in order to obtain an unjust refund may have their account suspended and may be reported to appropriate authorities. We reserve the right to refuse service to individuals who abuse our refund policy.

12. Changes to This Refund Policy

We reserve the right to modify or update this Refund Policy at any time. Any changes will be posted on this page with an updated effective date. We encourage you to review this policy periodically. Your continued use of our website and services after any changes constitutes your acceptance of the revised policy.

13. Contact Information for Refund Requests

If you have questions about this Refund Policy or wish to submit a refund request, please contact us using the information below:

This Refund Policy was last updated on June 3, 2026. It is intended to comply with applicable United States federal and state consumer protection laws. Nothing in this policy limits your statutory rights as a consumer.