Refund Policy

At Mod Pizza, we are committed to delivering a satisfying dining experience with every order. We understand that situations may arise where a refund or exchange is necessary, and we want to make that process as straightforward and transparent as possible. Please read this Refund Policy carefully to understand your rights and our procedures.

1. Overview

This Refund Policy applies to all orders placed through our website at meal-modpizza.rest, by phone, or in person at our location. By placing an order with us, you agree to the terms outlined in this policy. We reserve the right to update or modify this policy at any time, and changes will be reflected with an updated effective date.

Our refund practices are governed by applicable United States consumer protection laws, including guidelines enforced by the Federal Trade Commission (FTC) under the FTC Act, as well as relevant state consumer protection statutes.

2. Eligibility Conditions for Refunds

We want every customer to be satisfied with their Mod Pizza experience. Refunds may be granted under the following conditions:

• Incorrect Order: You received items that do not match 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 bag.
• Food Quality Issues: The food received was undercooked, spoiled, contaminated, or otherwise unfit for consumption.
• Significant Delay: Your order arrived significantly later than the estimated delivery time provided at the time of purchase, rendering the food unsatisfactory.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical error.
• Order Never Received: Your delivery order was never delivered and cannot be located.
• Allergy-Related Errors: Your order contained ingredients that you explicitly excluded due to a stated food allergy or dietary restriction at the time of ordering.

Refunds are evaluated on a case-by-case basis. We may require photographic evidence, a description of the issue, or your order confirmation number to process a refund request.

3. Timeframes for Refund Requests

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

4. Non-Refundable Items and Situations

Certain items and circumstances are not eligible for refunds. Please review the following non-refundable conditions carefully:

• Change of Mind: Orders that have already been prepared cannot be refunded simply because you changed your mind or no longer want the item.
• Consumed Orders: Refunds will not be issued for orders or portions of orders that have already been consumed, unless a verifiable quality or safety issue is reported.
• Incorrect Address Provided: If an order was not delivered because the customer provided an incorrect delivery address, no refund will be issued.
• Customizations Based on Personal Preference: We cannot offer refunds for food that was prepared exactly as ordered but did not meet personal taste preferences.
• Promotional or Complimentary Items: Items received as part of a promotion, discount, or complimentary offer are not eligible for cash refunds.
• Gift Cards: Purchased gift card balances are non-refundable and non-transferable.
• Third-Party Delivery Fees: Delivery fees charged by third-party platforms are subject to those platforms' own refund policies and are outside our control.

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

Requesting a refund from Mod Pizza is simple. Please follow these steps:

1. Step 1 – Gather Your Information: Collect your order confirmation number, the date and time of your order, the payment method used, and any photographic evidence of the issue (if applicable).
2. Step 2 – Contact Us: Reach out to our customer service team using one of the contact methods listed at the end of this policy. Email is the preferred method for refund requests, as it creates a written record.
3. Step 3 – Describe the Issue: Clearly explain what went wrong with your order. Provide as much detail as possible, including what items were affected and how the issue impacted your experience.
4. Step 4 – Submit Supporting Evidence: If you have photos or videos showing the problem (e.g., wrong items, poor food quality), attach them to your email or have them ready when you call.
5. Step 5 – Await Review: Our team will review your request within 2–3 business days and contact you with a decision or request for additional information.
6. Step 6 – Receive Resolution: If your refund is approved, we will process it using the appropriate method and timeframe described in Section 6 below.

6. Refund Processing Times by Payment Method

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

Please note that while we process refunds promptly on our end, your bank or financial institution may take additional time to reflect the credit in your account. We have no control over these third-party processing times.

7. Partial Refunds

In some cases, a partial refund may be issued rather than a full refund. Partial refunds may apply under the following circumstances:

• Only a portion of your order was incorrect, missing, or unsatisfactory, while the remainder of the order was delivered correctly.
• The customer partially consumed the order before discovering a quality issue, and the remaining portion was returned or documented.
• A promotional discount was applied to the original order, and the refund will reflect only the amount paid for the affected item after the discount is accounted for.
• Delivery fees or service charges may be excluded from a partial refund if only the food items are being refunded.

The exact partial refund amount will be communicated to you by our customer service team during the review process.

8. Exchange Policy

In situations where a refund may not be the most practical resolution, we are happy to offer an exchange or replacement whenever feasible. Our exchange policy works as follows:

• In-Store Orders: If you received an incorrect item in-store and report it before leaving the premises, we will replace your order at no additional cost immediately.
• Pickup Orders: If you discover an issue with your pickup order after leaving our location, please contact us within 24 hours. We can arrange a replacement on your next visit with no charge.
• Delivery Orders: For delivery orders, exchanges are not always logistically possible. In these cases, we will typically issue a refund or store credit for the affected items.
• Store Credit Option: Instead of a monetary refund, customers may choose to receive store credit equivalent to the refund amount, which can be applied to a future order.

9. Cancellation Policy

We begin preparing your food order as soon as it is received. As a result, our ability to cancel an order depends on its preparation status at the time of the cancellation request.

9.1 Online and Phone Orders

• Cancellation Within 5 Minutes of Ordering: If you contact us within 5 minutes of placing your order and the preparation has not yet begun, we will cancel the order and issue a full refund.
• Cancellation After 5 Minutes: Once food preparation has begun, cancellations may not be possible. We will assess on a case-by-case basis, and a partial refund or store credit may be offered at our discretion.
• Scheduled Orders: For orders placed in advance for a future time, cancellations must be made at least 30 minutes before the scheduled preparation time to qualify for a full refund.

9.2 In-Store Orders

Once an in-store order has been submitted to our kitchen staff and preparation has commenced, it cannot be cancelled. Please ensure your order is correct before submitting it at the counter.

10. Dispute Resolution Process

We value every customer and aim to resolve all refund-related concerns in a fair, timely, and amicable manner. If you are not satisfied with our initial response to your refund request, you may escalate the matter through the following steps:

1. Step 1 – Internal Escalation: Request that your concern be escalated to a senior customer service representative or manager. You may do so by replying to your original email correspondence or calling us and asking to speak with a manager.
2. Step 2 – Written Formal Complaint: Submit a formal written complaint to our email address at [email protected] with the subject line "Formal Refund Dispute." We will acknowledge receipt within 2 business days and provide a resolution within 10 business days.
3. Step 3 – Chargeback Through Your Bank: If you believe you have been charged incorrectly and our internal process has not resolved your concern, you have the right to dispute the charge with your credit card company or bank. Under the Fair Credit Billing Act (FCBA) and applicable FTC regulations, consumers are protected in billing dispute situations.
4. Step 4 – Consumer Protection Agencies: You may also file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or your state's Attorney General office if you believe your consumer rights have been violated.

We strongly encourage customers to exhaust our internal resolution process before pursuing external dispute channels, as we are committed to reaching a fair outcome for all parties.

11. Third-Party Platform Orders

If you placed your order through a third-party delivery platform (such as DoorDash, Uber Eats, Grubhub, or similar services), please note the following:

• Refund requests for orders placed via third-party platforms must be initiated through that platform's own customer support and refund process.
• We do not have direct access to your payment information or order details from third-party platforms.
• However, if the issue relates to food quality, preparation errors, or missing items, please also notify us directly so we can address the problem on our end and improve our service.

12. Fraud Prevention

Mod Pizza takes fraudulent refund claims seriously. We reserve the right to refuse refund requests that we reasonably believe to be fraudulent, abusive, or made in bad faith. Repeated refund requests from the same customer without legitimate cause may result in a restriction or ban from our services. We may report suspected fraud to relevant authorities in accordance with applicable laws.

13. Changes to This Refund Policy

We reserve the right to modify, update, or revise this Refund Policy at any time. Any changes will be posted on our website at meal-modpizza.rest with an updated effective date. Continued use of our services following any changes constitutes your acceptance of the revised policy. We encourage you to review this page periodically.

14. Contact Information for Refund Requests

If you have any questions about this Refund Policy or wish to submit a refund request, please do not hesitate to reach out to our customer service team using the details below:

Our customer service team is available during regular business hours. We strive to respond to all inquiries within 1–2 business days. For urgent matters, we recommend calling us directly or emailing with "URGENT" in the subject line.