Refund Policy

At Mod Pizza, we are committed to providing our customers with the highest quality food and service. We understand that sometimes issues arise, and we want to make sure every customer is treated fairly. This Refund Policy outlines the conditions under which refunds, exchanges, and cancellations are processed, and explains your rights as a consumer under applicable United States law, including the Federal Trade Commission (FTC) Act and relevant state consumer protection statutes.

Please read this policy carefully before placing an order. By placing an order through our website pizzasmods.rest or at any of our locations, you agree to the terms outlined in this Refund Policy.

1. Eligibility Conditions for Refunds

We want every customer to be completely 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 item entirely).
• Food Quality Issues: The food was undercooked, overcooked, spoiled, or otherwise not prepared to acceptable food safety and quality standards.
• Missing Items: Items that were paid for were not included in your order or delivery.
• Allergic Reactions Due to Our Error: If you notified us of a specific food allergy and we failed to accommodate that allergy, resulting in the incorrect item being served.
• Delivery Failures: Your order was never delivered despite a confirmed order and payment processing.
• Duplicate Charges: You were charged more than once for the same order due to a technical error on our platform.

Refunds are evaluated on a case-by-case basis. We reserve the right to request photographic evidence or other supporting documentation to process a refund claim.

2. Timeframes for Refund Requests

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

3. 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 or receiving your order.
• Consumed Orders: If the majority of a food item has already been consumed, it is not eligible for a refund unless a quality or safety issue is documented.
• Customization Errors by the Customer: If you placed an order with specific customizations and the order was correctly prepared according to your instructions, no refund will be issued.
• Promotional or Discounted Items: Items purchased at a heavy discount or as part of a limited promotional offer may not be eligible for refunds unless there is a quality or safety issue.
• Catering Deposits: Non-refundable deposits paid for catering orders cannot be refunded if cancellation occurs within 48 hours of the scheduled event.
• Gift Cards: Purchased gift card balances are non-refundable and non-transferable.
• Delivery Fees: Third-party delivery fees are generally non-refundable unless the delivery failure was directly caused by our restaurant.

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

To ensure your refund request is processed as quickly and smoothly as possible, please follow these steps:

1. Step 1 — Gather Your Information: Before contacting us, have the following ready:
   • Your full name and contact information
   • Order number or confirmation email
   • Date and time of your order
   • A clear description of the issue
   • Photographic evidence (if applicable — especially for quality issues or incorrect items)
2. Step 2 — Contact Us: Reach out to our customer service team using one of the following methods:
   • Email: [email protected]
   • Website: pizzasmods.rest
3. Step 3 — Submit Your Claim: Provide all the information gathered in Step 1. Clearly state the reason for your refund request and the resolution you are seeking (full refund, partial refund, replacement, or store credit).
4. Step 4 — Review Process: Our customer service team will review your claim within 2–3 business days. We may follow up with you for additional information or clarification.
5. Step 5 — Resolution Notification: You will receive an email notification with the outcome of your refund request. If approved, refund processing will begin immediately.

5. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to reflect in your account depends on your original payment method:

Please note that processing times may vary depending on your financial institution. Mod Pizza is not responsible for delays caused by banks or third-party payment processors once the refund has been initiated on our end.

6. Partial Refunds

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

• Only one or a few items in a multi-item order were incorrect or unsatisfactory.
• The food quality issue affected only part of the order.
• A portion of the order was already consumed before the issue was identified.
• The customer contributed to the issue (e.g., incorrect delivery address was provided).
• A promotional discount was applied to the order, and the refund amount reflects the actual amount paid for the affected item(s).

Partial refund amounts will be determined by our customer service team based on a fair assessment of the situation. We will always communicate the proposed partial refund amount to you before processing.

7. Exchange Policy

In many cases where a food item is incorrect or unsatisfactory, we are happy to offer an exchange — preparing your order fresh and correctly. Our exchange policy works as follows:

• In-Store Orders: If you are dining in or picking up, please notify a team member immediately. We will remake your order at no additional charge.
• Delivery Orders: For delivery orders, exchanges may be offered as a replacement delivery or as store credit for your next order, depending on availability and logistics feasibility at the time of the complaint.
• Online Orders: Contact us via email at [email protected] within 24 hours to request an exchange or replacement.

Exchanges are not available for items that have been substantially consumed. We reserve the right to substitute an exchange with store credit or a refund if a remake is not operationally feasible.

8. Cancellation Policy

We understand that plans can change. Here is our cancellation policy for different types of orders:

8.1 Standard Online and In-Store Orders

Standard food orders may be cancelled and fully refunded if the cancellation is made before the order has begun preparation. Once your order enters the preparation stage, cancellations are generally not possible, and a refund will not be issued unless there is a quality or service issue as described in Section 1.

8.2 Catering and Large Group Orders

8.3 Scheduled Future Orders

Orders placed in advance for a future date can be cancelled and fully refunded up to 24 hours before the scheduled delivery or pickup time. Cancellations made less than 24 hours in advance will be treated the same as standard order cancellations described above.

9. Dispute Resolution Process

We are committed to resolving all customer concerns fairly and promptly. If you are not satisfied with the outcome of your refund request, you have the following options:

9.1 Internal Escalation

If your initial refund request is denied or you believe the resolution offered is inadequate, you may escalate the matter by emailing [email protected] with the subject line "Refund Escalation — [Your Order Number]". A senior member of our customer service team will review your case within 5 business days.

9.2 Chargeback Rights

You have the right to dispute a charge with your credit card company or bank if you believe you were incorrectly charged or if a legitimate refund was not processed. Under the Fair Credit Billing Act (FCBA), you generally have 60 days from the date of the statement containing the disputed charge to file a dispute. We encourage you to contact us first before initiating a chargeback, as we are committed to resolving issues directly.

9.3 Consumer Protection Agencies

If you believe your consumer rights have been violated, you may also file a complaint with:

• Federal Trade Commission (FTC): www.ftc.gov
• Your State Attorney General's Office
• Better Business Bureau (BBB): www.bbb.org

9.4 Informal Mediation

Should a dispute remain unresolved after exhausting our internal escalation process, both parties agree to first attempt to resolve the matter through informal mediation before pursuing any formal legal action. Mediation shall be conducted in the United States in accordance with applicable state law.

10. Consumer Rights Under United States Law

As a consumer in the United States, you are protected by various federal and state laws, including:

• Federal Trade Commission (FTC) Act: Protects consumers against unfair or deceptive business practices, including in the areas of refunds and returns.
• Fair Credit Billing Act (FCBA): Provides protection for consumers disputing billing errors on credit accounts.
• State Consumer Protection Laws: Each state has its own consumer protection statutes. Depending on your state of residence, additional rights and protections may apply. We encourage you to consult your state's consumer protection office for more information.
• California Residents (CCPA/CPRA): If you are a California resident, you have specific rights regarding your personal data that may be collected during the order and refund process. Please refer to our Privacy Policy for more details.

11. Policy Updates

We reserve the right to update or modify this Refund Policy at any time. Any changes will be effective immediately upon posting to our website at pizzasmods.rest. We encourage customers to review this policy periodically to stay informed of any updates. Continued use of our services following any changes constitutes your acceptance of the revised policy.

12. Contact Information

If you have any questions, concerns, or would like to initiate a refund request, please contact our customer service team using the details below: