Refund Policy

At Mod Pizza, customer satisfaction is at the heart of everything we do. We understand that sometimes an order may not meet your expectations, and we are committed to making things right. Please read this Refund Policy carefully to understand your rights and our procedures for handling refund requests, cancellations, and exchanges.

1. Overview

This Refund Policy applies to all purchases made through our website (modpizza-cafe.rest), mobile ordering platforms, in-store purchases, and any third-party delivery services that facilitate orders on our behalf. By placing an order with Mod Pizza, you acknowledge that you have read, understood, and agreed to the terms outlined in this policy.

Our goal is to resolve all refund and complaint matters fairly, efficiently, and in accordance with applicable United States consumer protection laws, including guidelines issued by the Federal Trade Commission (FTC) under the FTC Act.

2. Eligibility Conditions for Refunds

A refund may be issued under the following circumstances:

• Your order was incorrect due to an error on our part (wrong items, missing items, or incorrect customization).
• The food item received was of unacceptable quality, including but not limited to undercooked food, spoiled ingredients, or foreign objects found in the food.
• Your order was never received due to a verified delivery failure.
• You were charged more than once for the same order (duplicate charges).
• A technical error on our website or payment system resulted in an unintended charge.
• The order was cancelled within the eligible cancellation window as described in Section 8 of this policy.

2.1 Conditions That Do Not Qualify for a Refund

Refund requests will generally not be approved in the following situations:

• You simply changed your mind after placing and receiving the order.
• You selected incorrect customizations or toppings and the order was prepared according to your submitted specifications.
• The refund request is submitted after the applicable timeframe outlined in Section 3.
• The food was consumed in full or substantially and a complaint is then raised without valid justification.
• Dissatisfaction based solely on personal taste preferences (e.g., "I did not enjoy the flavor") where the food was prepared correctly.
• Delays caused by third-party delivery providers outside our direct control.

3. Timeframes for Refund Requests

To ensure prompt and fair resolution, all refund requests must be submitted within the following timeframes:

Refund requests submitted outside these timeframes will be reviewed at the sole discretion of Mod Pizza management and may not be honored.

4. Non-Refundable Items and Services

The following items and services are generally non-refundable:

• Promotional or discounted items: Items purchased using promotional codes, coupons, or special discount offers are non-refundable unless the item itself was defective or incorrectly prepared.
• Gift cards and store credits: Once purchased, gift cards and store credit balances are non-refundable and non-transferable for cash.
• Delivery fees: Third-party delivery fees are generally non-refundable unless the non-delivery was directly caused by Mod Pizza's error.
• Service fees and convenience charges: Platform service fees charged by third-party ordering applications are outside our control and are subject to those platforms' own refund policies.
• Catering deposits: Non-refundable deposits placed for catering orders, as specified at the time of booking.

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

We have made our refund request process as simple and straightforward as possible. Please follow these steps:

1. Gather your information: Before contacting us, please have the following ready:
   • Your full name and contact information
   • Order number or transaction ID
   • Date and time of the order
   • Clear description of the issue
   • Supporting photographs (if applicable, especially for food quality issues)
2. Contact our customer support team: Reach out to us using one of the following methods:
   • Email: [email protected]
   • Website: modpizza-cafe.rest
3. Submit your refund request: Provide all relevant details as described in Step 1. The more information you provide, the faster we can process your request.
4. Receive an acknowledgment: Our team will acknowledge your refund request within 1–2 business days of receipt.
5. Review and decision: Our team will review your case, which may include verifying your order details and reviewing any submitted evidence. A decision will be communicated to you within 3–5 business days.
6. Refund issuance: If your refund request is approved, the refund will be processed according to the timeframes detailed in Section 6 of this policy.

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:

7. Partial Refunds

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

• Only a portion of the order was incorrect, missing, or unsatisfactory (e.g., one item out of a multi-item order was wrong).
• The food item was partially consumed before the issue was discovered (refund may be proportionally reduced).
• A discount or promotional credit was applied to the original order — the refund will reflect the actual amount paid rather than the full retail price.
• Delivery was partially fulfilled (some items delivered, others missing).

The amount of any partial refund will be determined by Mod Pizza at its reasonable discretion and communicated clearly to the customer prior to processing.

8. Cancellation Policy

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

8.1 Online and Mobile Orders

• Cancellations made within 5 minutes of order placement: A full refund will be issued, provided the order has not yet entered preparation.
• Cancellations made after 5 minutes but before preparation begins: Refunds are subject to review and may be issued at Mod Pizza's discretion.
• Cancellations after preparation has begun: No refund will be issued once the food preparation process has started, as ingredients have already been committed to your order.

8.2 Catering and Large Group Orders

• Cancellations made more than 72 hours before the scheduled order: Full refund minus any non-refundable deposit.
• Cancellations made between 24 and 72 hours before the scheduled order: 50% refund of the total order amount.
• Cancellations made less than 24 hours before the scheduled order: No refund will be issued due to ingredient procurement and preparation costs already incurred.

8.3 In-Store Orders

In-store orders are prepared immediately upon placement and therefore cannot be cancelled once submitted to our kitchen staff. If an error occurs with your in-store order, please speak with a team member immediately so we can correct it before the item is finalized.

9. Exchange Policy

In lieu of a cash refund, Mod Pizza may offer an exchange or replacement in the following situations:

• If an incorrect item was prepared, we will gladly remake the correct item at no additional charge, provided the request is made promptly upon receipt of the order.
• If a food quality issue is identified and reported in a timely manner, we may offer a complimentary replacement item of equal or lesser value.
• Exchanges and remakes are available for dine-in and carryout orders. For delivery orders, exchanges may take the form of a credit applied to your account for use on a future order.

Exchanges do not extend the original order timeframe and are subject to ingredient and item availability at the time of the request.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Mod Pizza offers the following escalation and dispute resolution options:

10.1 Internal Escalation

You may request that your case be escalated to a senior member of our customer service or management team. Please clearly state in your communication that you are requesting an escalation review. We aim to respond to escalated cases within 5 business days.

10.2 Chargeback Rights

Under United States law and the regulations of major credit card networks, you have the right to dispute a charge with your bank or credit card issuer if you believe you have been billed incorrectly or if a valid refund has not been processed. We encourage customers to contact us directly before initiating a chargeback, as we are committed to resolving disputes fairly and efficiently.

10.3 Federal Trade Commission (FTC)

If you believe our practices are in violation of consumer protection laws, you have the right to file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or by calling 1-877-FTC-HELP (1-877-382-4357).

10.4 State Consumer Protection Agencies

Depending on your state of residence, you may also have the right to file a complaint with your state's Attorney General office or consumer protection agency. We are committed to operating in full compliance with all applicable state and federal consumer protection regulations.

11. Consumer Rights Under Applicable Law

Mod Pizza respects and upholds all consumer rights under applicable United States federal and state laws. Nothing in this Refund Policy limits or waives any statutory rights you may have under:

• The Federal Trade Commission Act, which prohibits unfair or deceptive business practices.
• The Truth in Lending Act (TILA) and applicable credit/debit card regulations governing billing disputes.
• State-specific consumer protection statutes applicable in your jurisdiction.

12. Changes to This Refund Policy

Mod Pizza reserves the right to update or modify this Refund Policy at any time. Any changes will be effective immediately upon posting on our website at modpizza-cafe.rest. We encourage you to review this policy periodically to stay informed of any updates. Continued use of our services after changes are posted constitutes acceptance of the revised policy.

13. Contact Information for Refund Requests

For all refund inquiries, questions, or concerns, please do not hesitate to reach out to our customer support team. We are here to help and committed to resolving your issue as quickly as possible.

Our customer support team is available during regular business hours. We strive to respond to all refund inquiries within 1–2 business days. When contacting us, please include your order number, the nature of your complaint, and any relevant documentation to help us assist you as efficiently as possible.