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 our customers feel heard and fairly treated. This Refund Policy outlines the terms and conditions under which we accept refund requests, process returns, and handle order disputes. Please read this policy carefully before placing your order.

By placing an order through our website pizzas-mods.click or any affiliated ordering platform, you agree to the terms described in this Refund Policy. This policy is governed by applicable United States federal and state consumer protection laws, including guidelines established by the Federal Trade Commission (FTC).

1. General Refund Eligibility

We want every customer to enjoy their food exactly as ordered. Refunds may be granted under the following circumstances:

• Your order was incorrect due to an error on our part (wrong items delivered or prepared).
• Your food arrived in a condition that does not meet reasonable quality standards (spoiled, contaminated, or significantly different from what was advertised).
• Your order was never received despite confirmation of purchase and payment.
• You were charged more than the advertised or agreed-upon price for your order.
• A technical error on our website or payment platform resulted in a duplicate charge.
• Your order was cancelled by Mod Pizza due to unavailability of items or operational issues.

Refunds are evaluated on a case-by-case basis. Simply disliking a product that was correctly prepared according to your specifications does not automatically qualify for a refund. We encourage all customers to review their orders carefully before submitting.

2. Timeframes for Refund Requests

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

Requests submitted outside these timeframes may be reviewed at our discretion but are not guaranteed to be approved. We strongly encourage customers to contact us as soon as an issue arises.

3. Non-Refundable Items and Situations

Certain situations and items are not eligible for refunds under this policy. These include, but are not limited to:

• Orders that were correctly prepared according to the customer's own specifications (e.g., toppings selected by the customer).
• Food items that were consumed in full or substantially before a complaint was made.
• Requests based solely on a change of mind after the order has been prepared or dispatched.
• Delivery delays caused by third-party delivery services, weather conditions, traffic, or other circumstances beyond our control.
• Promotional items, free add-ons, or items received as part of a special offer or coupon discount.
• Gift cards or store credit balances once redeemed.
• Service fees, delivery fees, and tips paid to third-party platforms or drivers (these are subject to the respective platform's refund policy).
• Orders placed through unauthorized or third-party channels not officially affiliated with Mod Pizza.

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

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

1. Gather Your Order Information: Before contacting us, please have the following ready:
   • Your full name and contact information
   • Order confirmation number or receipt
   • Date and time of the order
   • Description of the issue (incorrect item, quality concern, charge discrepancy, etc.)
   • Photos of the food or packaging, if applicable
2. Contact Our Customer Support Team: Reach out to us through one of the following channels:
   • Email: [email protected]
   • Website: pizzas-mods.click
3. Submit Your Claim: Provide a clear description of the issue and attach any supporting documentation (photos, receipts, screenshots of charges). The more information you provide, the faster we can resolve your case.
4. Await Confirmation: You will receive an acknowledgment of your refund request within 1–2 business days. Our team will review your claim and may follow up with additional questions.
5. Resolution: Once reviewed, we will notify you of our decision via email. If approved, your refund will be processed according to the payment method used at the time of purchase (see Section 5 below).

5. Refund Processing Times by Payment Method

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

Please note that while we process refunds promptly on our end, your financial institution may take additional time to post the credit to your account. We are not responsible for delays caused by your bank or payment provider.

6. Partial Refunds

In some situations, a partial refund may be offered rather than a full refund. Partial refunds may apply when:

• Only one or a few items in a multi-item order were incorrect or unsatisfactory.
• The food quality issue affected only a portion of the order.
• A promotional discount was applied and only part of the non-discounted portion is eligible for a refund.
• The customer has already consumed a significant portion of the order before reporting the issue.
• There is shared responsibility between the customer and Mod Pizza for the outcome of the order.

The amount of any partial refund will be calculated based on the value of the affected items or services, less any applicable discounts or fees already applied to those items.

7. Exchange Policy

Due to the perishable nature of food products, physical exchanges are generally not possible after the order has left our establishment. However, we do offer the following resolution options as alternatives to a monetary refund:

• Order Replacement: If an incorrect item was delivered, we may offer to remake and re-deliver the correct item, subject to availability and operational capacity.
• Store Credit: In lieu of a cash refund, we may issue store credit to your account equal to the value of the affected item(s). Store credits can be used on future orders placed through our website.
• Complimentary Item: In some cases, we may offer a complimentary item on your next order as a goodwill gesture.

The type of exchange or replacement offered will depend on the nature of the issue and will be communicated to you during the resolution process. Customers are not obligated to accept store credit in lieu of a refund if a refund is otherwise warranted under this policy.

8. Cancellation Policy

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

8.1 Orders Placed Online or by Phone

• Before Preparation Begins: If you cancel your order before our kitchen has begun preparing it, you are entitled to a full refund. Please contact us immediately after placing your order if you wish to cancel.
• During Preparation: If preparation has already begun, cancellations may be accepted at our discretion. A partial refund or store credit may be offered depending on how far along the preparation is.
• After Dispatch for Delivery: Once your order has been dispatched for delivery, cancellations are generally not accepted. However, if the order never arrives, please refer to Section 2 regarding non-delivery claims.

8.2 Cancellation by Mod Pizza

In the event that Mod Pizza must cancel your order due to ingredient unavailability, technical issues, or unforeseen operational circumstances, you will receive a full refund to your original payment method within 5–7 business days and will be notified promptly via email.

8.3 How to Cancel

To cancel an order, contact our support team immediately at [email protected] or visit pizzas-mods.click. Include your order number and the reason for cancellation.

9. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, you have the right to escalate the matter through the following dispute resolution process:

1. Internal Escalation: Contact our customer service team and request that your case be escalated to a supervisor or manager. Please reference your original refund request number or email correspondence.
2. Written Formal Complaint: If internal escalation does not resolve the matter, you may submit a formal written complaint via email to [email protected] with the subject line "Formal Complaint — Refund Dispute." We commit to responding to formal complaints within 5 business days.
3. Chargeback Through Your Bank: You have the right to dispute a charge with your bank or credit card issuer. Under the Fair Credit Billing Act (FCBA), consumers in the United States may dispute billing errors with their card issuer. We recommend attempting to resolve the issue directly with us before initiating a chargeback, as chargebacks can significantly delay resolution.
4. Consumer Protection Agencies: If you believe your consumer rights have been violated, you may file a complaint with:
   • The Federal Trade Commission (FTC) at ftc.gov/complaint
   • Your state's Attorney General's Consumer Protection Division
   • The Better Business Bureau (BBB) at bbb.org

We are committed to resolving all disputes fairly and in good faith. Mod Pizza values every customer relationship and will make every reasonable effort to reach a satisfactory resolution.

10. Legal Framework and Consumer Rights

This Refund Policy is designed to comply with applicable United States consumer protection laws, including:

• Federal Trade Commission Act (FTC Act): Protects consumers against unfair or deceptive trade practices.
• Fair Credit Billing Act (FCBA): Provides consumers with the right to dispute billing errors on credit card statements.
• Electronic Fund Transfer Act (EFTA): Provides protections for consumers who use debit cards and electronic payment methods.

Nothing in this Refund Policy limits or waives any rights you may have under applicable federal or state law. If any provision of this policy is found to conflict with applicable law, that provision shall be modified to the minimum extent necessary to comply with such law.

11. Changes to This Policy

Mod Pizza reserves the right to update or modify this Refund Policy at any time. When changes are made, we will update the "Last Updated" date at the top of this page. We encourage customers to review this policy periodically. Continued use of our website or services after any changes constitutes your acceptance of the updated policy.

12. Contact Information

For all refund requests, cancellations, or policy-related inquiries, please contact our customer support team using the information below: