Refund Policy

At Mod Pizza, we are committed to providing our customers with high-quality food and an exceptional dining experience. We understand that situations may arise where a refund or exchange is necessary. This Refund Policy outlines the terms and conditions under which refunds, exchanges, and cancellations are handled. Please read this policy carefully before placing your order.

By placing an order through our website foodmodpizza.rest, our mobile application, or at any of our physical locations, you agree to be bound by the terms of this Refund Policy. If you have any questions, please contact us at [email protected] before completing your purchase.

1. Eligibility Conditions for Refunds

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

• Incorrect Order: You received an item that is different from what you ordered (wrong toppings, wrong size, wrong crust, etc.).
• Food Quality Issues: The food delivered or prepared was of unacceptable quality, including but not limited to being undercooked, overcooked, or spoiled at the time of receipt.
• Missing Items: One or more items from your order were missing upon delivery or pickup.
• Allergic Reactions Due to Mislabeling: If an item caused an allergic reaction due to incorrect ingredient information provided by us, a refund or exchange may be considered on a case-by-case basis with appropriate documentation.
• Order Not Delivered: Your order was confirmed and paid for but was never delivered within the estimated delivery window with no reasonable explanation provided.
• Duplicate Charges: You were charged more than once for the same order due to a technical error on our platform.

2. Timeframes for Refund Requests

To be eligible for a refund, your request must be submitted within the following timeframes:

Refund requests submitted after the applicable deadline may not be honored. We encourage customers to inspect their orders upon receipt and report any issues as soon as possible.

3. Non-Refundable Items and Services

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

• Change of Mind: If you simply changed your mind after placing an order and food preparation has already begun, no refund will be issued.
• Customization Errors by Customer: If you selected incorrect customizations (e.g., wrong toppings, incorrect crust) and the order was prepared exactly as submitted, a refund will not be granted.
• Consumed Orders: Refunds will not be issued for food items that have been substantially consumed unless there is a clear quality or safety issue.
• Delivery Fees: Delivery fees are non-refundable except in cases where the order was never delivered due to our error.
• Service Charges and Tips: Any service charges or gratuities added to your order are non-refundable.
• Promotional or Discounted Items: Items purchased during special promotional events at a heavily discounted price may be non-refundable unless there is a quality or safety issue.
• Gift Cards and Store Credits: Gift cards and promotional credits issued by Mod Pizza are non-refundable and cannot be exchanged for cash.
• Late Deliveries Due to Third-Party Factors: Delays caused by third-party delivery services, traffic, weather conditions, or other circumstances beyond our control do not qualify for a refund.

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

If you believe you are eligible for a refund, please follow these steps to submit your request:

1. Step 1 – Gather Your Order Information: Locate your order confirmation email or receipt. You will need your order number, the date of the order, and the email address associated with the order.
2. Step 2 – Document the Issue: Take clear photographs of the food item(s) in question if there is a quality or incorrect item issue. This documentation will support your claim and expedite processing.
3. Step 3 – Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: foodmodpizza.rest
4. Step 4 – Provide Required Details: In your refund request, include the following:
   • Full name and contact information
   • Order number and order date
   • A clear description of the issue
   • Photographs or any supporting evidence (if applicable)
   • Your preferred resolution (refund, replacement, or store credit)
5. Step 5 – Await Confirmation: Our customer support team will acknowledge your request within 1–2 business days and may reach out for additional information if needed.
6. Step 6 – Resolution: Once your request has been reviewed and approved, you will be notified of the outcome and the method of resolution (refund, replacement, or credit).

5. Refund Processing Times by Payment Method

Once your refund has been approved, processing times vary depending on your original payment method:

Please note that while we process refunds promptly on our end, the actual time for funds to appear in your account may vary depending on your financial institution. We are not responsible for delays caused by banks or payment processors.

6. Partial Refunds

In certain circumstances, a partial refund may be issued rather than a full refund. Partial refunds may apply in the following situations:

• Only some items in your order were incorrect or missing, while the rest were satisfactory.
• The food quality issue affected only a portion of your order.
• An order was partially consumed before the issue was identified.
• A promotional discount was applied to the original order, and the refund amount reflects only the price paid for the affected items.
• Delivery fees may be retained if the delivery itself was completed, but only the food items are being refunded.

The amount of a partial refund will be calculated based on the actual value of the item(s) affected, minus any applicable discounts or promotional credits used at the time of the order.

7. Exchange Policy

We understand that sometimes a replacement is preferred over a refund. Exchanges are available under the following conditions:

• Incorrect Items: If you received the wrong item, we will prepare and deliver or make available for pickup the correct item at no additional charge, provided the request is made within 24 hours of the original order.
• Quality Issues: If the quality of your food did not meet our standards, we may offer to remake the item and have it delivered or ready for pickup.
• Availability: Exchanges are subject to ingredient and item availability at the time of the exchange request.
• No Cash Difference: Exchanges are made on a like-for-like basis. If you choose a replacement item of higher value, you may be charged the price difference.

To request an exchange, follow the same process outlined in Section 4 and indicate that you prefer a replacement rather than a monetary refund. Our team will coordinate the exchange with the nearest participating location.

8. Cancellation Policy

We begin preparing your order very shortly after it is placed to ensure freshness and timely delivery. As a result, our cancellation window is limited:

• Online and App Orders: You may cancel your order within 5 minutes of placing it, provided the kitchen has not yet begun preparation. After this window, cancellations cannot be guaranteed, and a refund may not be issued.
• In-Store Orders: In-store orders cannot be canceled once they have been submitted to our kitchen staff.
• Catering and Large Group Orders: Catering orders must be canceled at least 48 hours in advance to receive a full refund. Cancellations made within 24–48 hours may receive a 50% refund. Cancellations made less than 24 hours before the scheduled time are non-refundable.
• Scheduled/Pre-Ordered Meals: Orders scheduled for a future date may be canceled up to 24 hours before the scheduled time for a full refund.

To cancel an order, contact us immediately at [email protected] or through our website at foodmodpizza.rest. Please include your order number and the reason for cancellation.

9. Dispute Resolution Process

If you are not satisfied with the outcome of your refund or exchange request, we encourage you to follow our formal dispute resolution process before pursuing external remedies:

1. Step 1 – Escalation Request: If your initial refund request was denied or you are unsatisfied with the resolution offered, email us at [email protected] with the subject line "Refund Dispute – [Your Order Number]." Provide a full explanation of your concern and any additional supporting documentation.
2. Step 2 – Management Review: A senior member of our customer support team or management will review your escalated dispute within 5 business days and provide a written response.
3. Step 3 – Mediation: If a resolution is still not reached, both parties agree to attempt good-faith mediation before pursuing legal action. Mediation will be conducted in accordance with the rules of a mutually agreed-upon mediation service.
4. Step 4 – Chargeback (Credit Card Disputes): If you paid by credit or debit card and believe a charge is unauthorized or fraudulent, you have the right to dispute the charge directly with your card issuer. However, we ask that you contact us first, as many issues can be resolved quickly without the need for a formal chargeback.
5. Step 5 – Consumer Protection Agencies: Customers in the United States may also file a complaint with the Federal Trade Commission (FTC) at ftc.gov or with their state's Attorney General office if they believe their consumer rights have been violated. Applicable federal consumer protection laws, including the FTC Act (15 U.S.C. § 45), protect customers against unfair or deceptive practices.

10. Changes to This Refund Policy

Mod Pizza reserves the right to update, modify, or revise this Refund Policy at any time. Any changes will be posted on this page with an updated effective date. We encourage customers to review this policy periodically to stay informed of any updates. Continued use of our services after changes are posted constitutes your acceptance of the revised policy.

11. Contact Information for Refund Requests

For all refund, exchange, and cancellation inquiries, please contact our customer support team through the following channels:

Our customer support team is available to assist you during regular business hours. We strive to respond to all refund inquiries within 1–2 business days. For urgent matters, we recommend contacting us by email with "URGENT" in the subject line.