Refund Policy

At Mod Pizza, we are committed to delivering a satisfying dining experience with every order. We understand that sometimes things do not go as expected, and we want to make sure you feel confident when ordering from us. This Refund Policy outlines the conditions under which refunds, exchanges, and cancellations are handled. Please read this policy carefully before placing your order.

1. Overview

This Refund Policy applies to all purchases made through our website at modpizza-cheese.rest, our mobile ordering platform, third-party delivery platforms, and in-store transactions at Mod Pizza locations. By placing an order with us, you agree to the terms outlined in this policy.

As a food service business operating in the United States, our refund practices comply with applicable consumer protection laws, including guidelines set forth by the Federal Trade Commission (FTC) under the FTC Act. We strive to resolve all customer concerns in a fair, timely, and transparent manner.

2. Eligibility Conditions for Refunds

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

• Incorrect Order: You received an item that is significantly different from what you ordered (wrong toppings, wrong size, wrong product).
• 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, overcooked, spoiled, or otherwise not fit for consumption upon receipt.
• Allergen or Dietary Errors: Your order contained ingredients that were specifically requested to be omitted due to dietary restrictions or allergies, and you clearly communicated this at the time of ordering.
• Duplicate Charges: Your payment method was charged more than once for the same order.
• Order Not Received: Your order was confirmed and paid for but never delivered or made available for pickup within a reasonable timeframe.
• Technical Billing Errors: A clear system or processing error resulted in an incorrect charge to your account.

To be eligible for a refund, the issue must be reported within the applicable timeframe described in Section 3 below, and you may be required to provide supporting documentation such as photographs of the incorrect or unsatisfactory item(s).

3. Timeframes for Refund Requests

Timeliness is important when it comes to food-related refund requests. Please submit your refund request within the following timeframes:

Requests submitted outside of these timeframes may not be honored. We encourage customers to inspect their orders upon receipt and contact us promptly if there is a problem.

4. Non-Refundable Items and Situations

Certain situations and items are not eligible for refunds. Please review the following exclusions carefully:

• Change of Mind: We are unable to issue refunds simply because you changed your mind after the order was prepared or delivered.
• Consumed Orders: Refunds will generally not be issued for food that has been substantially consumed before a complaint is made, unless there is a genuine quality or safety concern.
• Promotional and Discounted Items: Items purchased using promotional codes, special discounts, or as part of limited-time offers may not be eligible for refunds unless there is a quality issue.
• Catering and Event Orders: Custom catering orders that have been confirmed and prepared are non-refundable unless Mod Pizza is responsible for a significant error or failure to deliver.
• Gift Cards: Purchases of gift cards are final and non-refundable, though unused balances remain valid for use at participating locations.
• Third-Party Platform Orders: Orders placed through third-party delivery services (such as DoorDash, Uber Eats, or Grubhub) are subject to those platforms' individual refund policies. We recommend contacting the relevant platform directly for these transactions.
• Delivery Fees: Delivery fees charged by third-party services are non-refundable by Mod Pizza, as these charges are controlled by the respective delivery platforms.

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

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

1. Gather Your Information: Before contacting us, collect your order confirmation number, receipt or proof of payment, the date and time of your order, and a brief description of the issue.
2. Document the Issue: If applicable, take clear photographs of the incorrect, missing, or unsatisfactory item(s). This will help us process your request more efficiently.
3. Contact Us: Reach out to our customer support team using one of the contact methods listed in Section 11 of this policy. Provide all relevant details including your name, order number, contact information, and a clear explanation of the problem.
4. Submit Supporting Evidence: Attach or send any photographs or other documentation that supports your refund claim.
5. Await Confirmation: Our team will acknowledge your refund request within 1–2 business days of receipt.
6. Review and Resolution: We will review your request and notify you of our decision within 3–5 business days. If your refund is approved, we will initiate the refund using the original payment method or an agreed-upon alternative.

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 will vary depending on your payment method. Please refer to the table below:

Please note that these are estimated timelines from the date the refund is approved and initiated by Mod Pizza. Actual posting times may vary depending on your bank or financial institution. Mod Pizza is not responsible for any delays caused by your bank's internal processing.

7. Partial Refunds

In some situations, a full refund may not be appropriate, and a partial refund may be offered instead. Partial refunds may apply in the following circumstances:

• Only certain items from a multi-item order were incorrect, missing, or unsatisfactory.
• The issue affected part of the order but not the entire order.
• The customer partially consumed the order before identifying an issue (depending on the nature of the complaint).
• A coupon or discount was applied to the original order that affects the refundable amount.
• The reported issue is minor in nature (e.g., slight customization error that did not significantly impact the meal).

The amount of a partial refund will be calculated based on the individual item prices at the time of the original transaction. Our customer support team will communicate the specific refund amount prior to processing.

8. Exchange Policy

For in-store orders, we may offer an exchange (replacement of the incorrect or unsatisfactory item) as an alternative to a monetary refund. Exchanges are subject to the following conditions:

• The request for an exchange must be made at the time of the visit or within a reasonable time thereafter, typically within 30 minutes of receiving your order at the location.
• The original item (or a portion of it) must be returned to the store for assessment where practical and where food safety guidelines permit.
• Exchanges will be made for the same item or an item of equal or lesser value at the discretion of the store manager.
• Exchanges are not available for online or delivery orders; in these cases, a refund or store credit will be offered.

We aim to make the exchange process quick and hassle-free. Our team members are empowered to resolve in-store issues promptly to ensure your satisfaction.

9. Cancellation Policy

We understand that plans change. Please review our cancellation policy based on the type of order:

Standard Online and In-Store Orders

Because our food is freshly prepared upon order, cancellations must be made within 5 minutes of placing the order to be eligible for a full refund. Once food preparation has begun, cancellations may not be accepted, or only a partial refund may be offered at our discretion.

Scheduled and Advance Orders

For orders scheduled in advance (more than 1 hour ahead of pickup or delivery time), cancellations must be submitted at least 1 hour before the scheduled order time to receive a full refund. Cancellations made less than 1 hour before the scheduled time may be subject to a cancellation fee or may only qualify for store credit.

Catering and Large Group Orders

Catering orders require a minimum of 48 hours' notice for cancellation to receive a full refund. Cancellations made between 24–48 hours in advance may receive a 50% refund. Cancellations made with less than 24 hours' notice are generally non-refundable, as ingredients and preparation will have already been committed. Exceptions may be made in cases of documented emergencies at the discretion of management.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, you have the right to escalate the matter. We encourage you to follow the steps below to resolve any disputes:

Step 1: Internal Escalation

Contact our customer support team and request that your case be escalated to a senior representative or manager. Provide your original ticket or case number along with any additional information or evidence you wish to submit. We will review escalated cases within 5 business days.

Step 2: Written Formal Complaint

If escalation does not resolve the issue, you may submit a formal written complaint to our email address at [email protected] with the subject line "Formal Refund Dispute." Include your full name, order details, and a clear description of the dispute. We will respond with a final decision within 10 business days.

Step 3: External Resolution

If you remain unsatisfied after exhausting our internal process, you may have the right to:

• File a complaint with the Federal Trade Commission (FTC) at www.ftc.gov.
• Contact your state's Attorney General office for consumer protection assistance.
• Dispute a charge through your credit card company or bank if you believe you were charged incorrectly (chargeback process).
• Seek resolution through small claims court for disputes within applicable monetary limits in your state.

We are committed to good-faith resolution and will cooperate fully with any legitimate consumer protection inquiry or process.

11. Contact Information for Refund Requests

Our customer support team is ready to assist you with any refund-related inquiries. Please reach out to us using the following contact details:

When contacting us, please have the following information ready to help us assist you as quickly as possible:

• Your full name
• Order confirmation number
• Date and time of the order
• Description of the issue
• Photographs (if applicable)
• Your preferred refund method (original payment method or store credit)

12. Policy Updates

Mod Pizza reserves the right to modify this Refund Policy at any time. Any changes will be posted on our website at modpizza-cheese.rest with an updated effective date. Continued use of our services after any changes are posted constitutes your acceptance of the revised policy. We encourage you to review this policy periodically to stay informed about your rights and our current practices.