Refund Policy

At Mod Pizza (operated via pizzamods.click), customer satisfaction is our top priority. We understand that issues may occasionally arise with your order, and we are committed to making the refund and resolution process as straightforward and fair as possible. Please read this Refund Policy carefully to understand your rights and our obligations when it comes to refunds, exchanges, cancellations, and disputes.

This policy applies to all orders placed through our website pizzamods.click and any associated ordering channels operated by us. By placing an order, you agree to the terms outlined in this Refund Policy.

1. Eligibility Conditions for Refunds

We want every customer to enjoy a high-quality product and experience. Refunds may be issued under the following conditions:

• Incorrect Order: You received a product that is different from what you ordered (wrong toppings, wrong size, wrong item).
• Missing Items: Part of your order was missing upon delivery or pickup.
• Quality Issues: The food item was not prepared to a satisfactory standard — for example, it was undercooked, overcooked, or contained foreign objects.
• Damaged Packaging: The order arrived in a condition that compromised the safety or quality of the food.
• Failed Delivery: Your order was never delivered to the address provided and was confirmed undelivered by our delivery team or third-party delivery partner.
• Duplicate Charges: You were charged more than once for a single order due to a technical error on our platform.
• Order Not Fulfilled: We were unable to fulfill your order due to item unavailability or operational issues on our end.

2. Timeframes for Refund Requests

To ensure your refund request can be properly reviewed and processed, all claims must be submitted within the following timeframes:

Requests submitted after the stated deadlines may not be eligible for a refund. We strongly encourage customers to inspect their orders upon receipt and contact us promptly if any issue is identified.

3. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds. These include, but are not limited to:

• Orders where the customer provided an incorrect delivery address and the food was delivered to that address.
• Items consumed in full before a complaint is raised (unless a documented safety concern exists).
• Promotional, discounted, or complimentary items provided at no charge.
• Digital gift cards or promotional vouchers once redeemed.
• Service fees and delivery fees charged by third-party delivery platforms (these are subject to the respective platform's refund policy).
• Customization requests that were clearly fulfilled as specified by the customer.
• Orders affected by circumstances beyond our control (e.g., natural disasters, extreme weather conditions, infrastructure disruptions).
• Dissatisfaction based solely on personal taste preferences that do not indicate a preparation error.

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

Requesting a refund is simple. Please follow the steps below to ensure your claim is processed efficiently:

1. Step 1 – Contact Us: Reach out to our customer support team via email at [email protected] or visit our website at pizzamods.click. You may also call us at the phone number listed on our website.
2. Step 2 – Provide Order Details: Include your full name, order number, date and time of the order, and the delivery address or pickup location used.
3. Step 3 – Describe the Issue: Clearly explain the problem you experienced. Provide as much detail as possible, including which item(s) are affected and how the issue impacted your order.
4. Step 4 – Submit Supporting Evidence: Where applicable, attach photographs of the incorrect, missing, damaged, or unsatisfactory item(s). Visual evidence significantly speeds up the review process.
5. Step 5 – Choose Your Preferred Resolution: Let us know whether you prefer a full refund, partial refund, store credit, or a replacement order.
6. Step 6 – Await Confirmation: Our team will acknowledge your request within 1–2 business days and provide a decision within 3–5 business days of receiving all required information.

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 payment method. Please refer to the table below:

Please note that while we process refunds promptly on our end, the actual time for funds to appear in your account is subject to the policies of your financial institution or payment provider. We are not responsible for delays caused by banks or third-party payment processors.

6. Partial Refunds

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

• Only some items in a multi-item order were affected (e.g., one pizza in a two-pizza order was incorrect).
• The order was partially consumed before the issue was identified, and the unconsumed portion is the subject of the complaint.
• The issue affected the quality or presentation of the food but the order was still partially usable or consumable.
• A promotional discount was applied to the order at the time of purchase — the refund will reflect the discounted amount paid, not the full retail price.
• Delivery fees and applicable taxes may be excluded from partial refunds unless the order was not delivered at all.

The amount of a partial refund will be calculated based on the value of the affected items and the nature of the issue. Our customer service team will communicate the refund amount clearly before processing.

7. Exchange Policy

Due to the perishable and time-sensitive nature of food products, traditional item exchanges are not always possible. However, we offer the following alternatives as part of our commitment to customer satisfaction:

• Replacement Order: If your order was incorrect or of unsatisfactory quality, we may offer to prepare and deliver (or make available for pickup) a replacement order at no additional cost to you.
• Store Credit: In lieu of a cash refund or replacement, you may choose to receive store credit equivalent to the value of the affected items, which can be applied to a future order.
• Promotional Voucher: In some cases, we may offer a discount voucher for your next order as a goodwill gesture.

Replacement orders are subject to the same preparation and delivery timelines as standard orders. If you choose a replacement, please notify us as soon as possible so we can accommodate your request promptly.

8. Cancellation Policy

We understand that plans can change. However, because our food is made fresh to order, our ability to accommodate cancellations is limited once preparation has begun.

8.1 Online Orders

• Cancellation within 5 minutes of placing the order: If you contact us within 5 minutes of placing your order and preparation has not yet begun, we will cancel the order and issue a full refund.
• Cancellation after preparation has begun: Once our kitchen team has started preparing your order, cancellation is generally not possible. In exceptional circumstances, a store credit may be offered at our discretion.

8.2 Pre-Orders and Scheduled Orders

• Pre-orders or scheduled orders may be cancelled up to 1 hour before the scheduled preparation time for a full refund.
• Cancellations made less than 1 hour before the scheduled time will be evaluated on a case-by-case basis.

8.3 Catering and Large Group Orders

• Catering orders or large group orders (10 or more people) must be cancelled at least 24 hours in advance for a full refund.
• Cancellations made within 24 hours of the scheduled fulfillment time may be subject to a cancellation fee of up to 50% of the total order value to cover preparation costs already incurred.

9. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we encourage you to follow our escalated dispute resolution process:

1. Step 1 – Internal Review: Contact our customer support team at [email protected] and request a formal review of your case. Provide any additional documentation or evidence that supports your claim. Our management team will review the case within 5–7 business days.
2. Step 2 – Escalation: If the internal review does not resolve your concern, you may request escalation to a senior manager or company representative. We will provide a final written decision within 10 business days of escalation.
3. Step 3 – Chargeback or Third-Party Resolution: If you believe you have been charged incorrectly and internal resolution has been unsuccessful, you have the right to contact your bank or payment provider to initiate a chargeback process in accordance with their policies. You may also seek assistance from consumer protection authorities in the United States.
4. Step 4 – Consumer Protection Resources: Customers in the United States may contact the Federal Trade Commission (FTC) at www.ftc.gov or call 1-877-382-4357 to report consumer complaints. California residents may also seek assistance under the California Consumer Protection Act (CCPA/CPRA) if applicable.

We are committed to resolving all disputes fairly, transparently, and in a timely manner. Our goal is to ensure that every customer leaves our interaction feeling heard and respected.

10. Food Safety Concerns

If you believe that a food item you received poses a safety risk — including concerns about allergens, foreign objects, or contamination — please contact us immediately and do not consume the item. We take all food safety complaints with the utmost seriousness.

In cases involving potential food safety issues, we will:

• Issue an immediate refund or replacement upon receipt of your complaint.
• Conduct an internal investigation to identify and address the root cause.
• Cooperate with any relevant health and safety authorities as required by law.

You also have the right to report food safety concerns to your local health department or the U.S. Food and Drug Administration (FDA) at www.fda.gov.

11. Changes to This Refund Policy

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 pizzamods.click. The updated effective date will be reflected at the top of this page. We encourage customers to review this policy periodically to stay informed of any updates.

Your continued use of our services following the posting of changes constitutes your acceptance of the revised policy.

12. Contact Information for Refund Requests

For all refund-related inquiries, cancellation requests, or dispute submissions, please use the contact details below. Our customer support team is available to assist you and will respond as promptly as possible.

When contacting us, please have the following information ready to ensure the fastest possible resolution:

• Your full name and contact information
• Order number and date of purchase
• Description of the issue
• Photos or supporting evidence (if applicable)
• Your preferred resolution (refund, replacement, or store credit)