Refund Policy

At Mod Pizza, we are committed to delivering a satisfying dining experience with every order. We understand that issues can occasionally arise, and this Refund Policy outlines your rights and our procedures when something does not meet your expectations. Please read this policy carefully before placing an order through our website at modpizza-fresh.rest.

This policy applies to all orders placed online, by phone, or in person at our location. By completing a purchase with us, you agree to the terms described below.

1. Our Commitment to Customer Satisfaction

We take pride in the quality of our food and services. Every pizza and menu item is prepared with fresh ingredients to ensure the highest standard of quality. If you are not satisfied with your order for any valid reason, we encourage you to contact us promptly so we can resolve the situation fairly and efficiently.

We operate in accordance with applicable United States consumer protection laws, including guidelines established by the Federal Trade Commission (FTC) Act, as well as any applicable state-level consumer protection regulations.

2. Eligibility Conditions for Refunds

To be eligible for a refund, your request must meet one or more of the following conditions:

• ✅ You received the wrong order or incorrect items were delivered/prepared.
• ✅ Your food was spoiled, contaminated, or otherwise unsafe for consumption upon receipt.
• ✅ Significant quality issues exist, such as a pizza that is severely undercooked or overcooked beyond reasonable standards.
• ✅ Your order was never delivered or was confirmed lost in transit (for delivery orders).
• ✅ A duplicate charge was applied to your payment method due to a technical error.
• ✅ You cancelled your order within the allowable cancellation window (see Section 8 below).

Refunds are evaluated on a case-by-case basis. We reserve the right to request photographic evidence or other documentation to verify claims before approving a refund.

3. Timeframes for Refund Requests

To ensure a smooth resolution process, refund requests must be submitted within the following timeframes:

4. Non-Refundable Items and Situations

Certain items and circumstances are not eligible for refunds. These include:

• Consumed food: If a meal has been substantially consumed, it is no longer eligible for a full refund unless a documented quality or safety issue is reported promptly.
• Change of mind: If you simply change your mind after placing your order and the order has already been prepared, a refund will not be issued.
• Customization errors made by the customer: If you entered incorrect customization preferences (e.g., toppings, sizes) during ordering and the order was prepared correctly according to those instructions, we are not responsible for a refund.
• Promotional or discounted items: Items purchased under special promotional pricing or as part of a promotional bundle may not be eligible for refunds unless there is a verified quality or safety issue.
• Gift cards and digital vouchers: All gift card and digital voucher sales are final and non-refundable.
• Late delivery due to external factors: Delays caused by extreme weather, traffic, or other force majeure events beyond our control do not qualify for a refund.
• Expired promotions or coupon codes: We are unable to issue refunds for promotions that were not applied due to expiry or ineligibility at the time of purchase.

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

If you believe you qualify for a refund based on the conditions outlined in this policy, please follow the steps below:

6. Refund Processing Times by Payment Method

Once a refund has been approved, please allow the following timeframes for the funds to appear, depending on your original payment method:

7. Partial Refunds

In some circumstances, a partial refund may be issued rather than a full refund. This may occur when:

• Only specific items in a multi-item order are found to be defective or incorrect, while the rest of the order is satisfactory.
• A portion of the food has already been consumed before the issue was reported.
• The issue reported is minor and does not significantly affect the overall quality or usability of the product (e.g., a small missing topping on an otherwise correct and acceptable pizza).
• A delivery fee was incurred and the food items themselves were correct, but there was a service-related issue.

The amount of a partial refund will be determined at the sole discretion of our customer support team, taking into account the nature and extent of the issue reported.

8. Cancellation Policy

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

8.1 Online and Phone Orders

• Before preparation begins: You may cancel your order for a full refund if the cancellation request is made before our kitchen begins preparing your order. This is typically within 5 minutes of placing the order.
• After preparation has begun: Once our team has started preparing your order, cancellations are generally not accepted, and refunds will not be issued unless there are exceptional circumstances.

8.2 Delivery Orders

• Cancellations for delivery orders must be made before the order is dispatched for delivery. Once a driver has been assigned and is en route, the order cannot be cancelled.

8.3 How to Cancel

To cancel an order, please contact us immediately via email at [email protected] or through our website at modpizza-fresh.rest. Please include your order number and the reason for cancellation in your message.

9. Exchange Policy

In certain situations where a refund may not be the most practical solution, we may offer an exchange or replacement instead. Exchanges or replacements may be offered under the following conditions:

• You received the wrong order or wrong items, and the correct items can be promptly prepared and delivered or made available for pickup.
• There was a confirmed quality issue, and you prefer a replacement rather than a monetary refund.
• The issue is reported within the required timeframe (see Section 3).

Exchanges and replacements are subject to availability. In cases where an exchange is not feasible (e.g., due to time constraints or delivery logistics), we will offer an appropriate refund instead.

To request an exchange or replacement, please contact our customer support team using the contact information provided in Section 11 of this policy and clearly indicate your preference.

10. Dispute Resolution Process

If you are dissatisfied with the outcome of your refund request, we encourage you to use the following dispute resolution steps:

10.1 Internal Escalation

If your initial refund request was denied or you believe the resolution offered was inadequate, you may request an escalation to a senior member of our customer support team. Please send a written request to [email protected] with the subject line "Refund Dispute Escalation" and include:

• Your original refund request details
• The response you received
• The reason you are disputing the decision
• Any additional evidence to support your claim

We will review your escalation request within 5 business days and provide a final decision.

10.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute a charge with your credit card issuer or bank if you believe a transaction was unauthorized or incorrect. We encourage customers to attempt to resolve disputes directly with us before initiating a chargeback, as this often leads to a faster resolution.

10.3 Consumer Protection Agencies

If you remain unsatisfied after exhausting our internal dispute resolution process, you may file a complaint with the following agencies:

• Federal Trade Commission (FTC): www.ftc.gov or 1-877-FTC-HELP (1-877-382-4357)
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your State Attorney General's Office — for state-level consumer protection matters
• Better Business Bureau (BBB): www.bbb.org

10.4 Governing Law

This Refund Policy and any disputes arising from it shall be governed by and construed in accordance with the laws of the United States of America and applicable state laws. Any legal proceedings shall be conducted in the jurisdiction where our business is located.

11. Contact Information for Refund Requests

For all refund requests, questions, or concerns related to this policy, please contact us using the information below:

Our customer support team is available to assist you during regular business hours. We aim to respond to all refund-related inquiries within 2–3 business days.

12. 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 modpizza-fresh.rest. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage you to review this policy periodically to stay informed of any changes.

Your continued use of our services following any updates to this policy constitutes your acceptance of the revised terms.