Refund Policy

At Mod Pizza, we are committed to delivering exceptional food and outstanding customer service. We understand that sometimes things do not go as expected, and we want to make sure you feel confident when placing an order with us. This Refund Policy outlines your rights and our obligations regarding refunds, exchanges, cancellations, and dispute resolution in accordance with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act.

Please read this policy carefully before placing an order. By using our website at modpizza-cafe.click or purchasing any products from us, you agree to the terms set forth in this Refund Policy.

1. Eligibility Conditions for Refunds

We want every customer to be satisfied with their Mod Pizza experience. You may be eligible for a full or partial refund under the following conditions:

• Your order was incorrect due to an error on our part (wrong items delivered or prepared).
• Your food arrived in an unacceptable condition (damaged, spoiled, contaminated, or otherwise unfit for consumption).
• You received an item you did not order or that does not match the description on our menu.
• You experienced a significant delay in delivery or pickup that was caused by our operations and was not communicated to you in advance.
• You were charged an incorrect amount or charged more than once for the same order.
• Your order was never received and delivery confirmation cannot be provided by us or our delivery partner.

To be eligible for a refund, you must notify us within the applicable timeframe described in Section 2 below. Refund requests that do not meet these eligibility criteria may be reviewed on a case-by-case basis at our sole discretion.

2. Timeframes for Refund Requests

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

Requests submitted after these deadlines may not be honored. We strongly encourage customers to inspect their orders upon receipt and contact us immediately if any issues are identified.

3. Non-Refundable Items and Services

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

• Consumed food items: If a substantial portion of the food has been consumed prior to reporting a complaint, a refund will not be issued unless there is a documented health or safety concern.
• Delivery fees: Delivery charges are non-refundable once the order has been dispatched, unless the delivery was never completed due to our error.
• Service fees and platform fees: Any third-party platform service fees are non-refundable and are governed by those respective platforms' policies.
• Promotional or discounted items: Items purchased using special promotional offers, coupons, or limited-time discounts may only be refunded under limited circumstances as specified at the time of purchase.
• Gift cards and store credit: Gift cards and store credit issued by Mod Pizza are non-refundable and cannot be exchanged for cash.
• Custom catering orders (once preparation has begun): Large catering or group orders that have already entered the preparation stage are non-refundable.

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

Requesting a refund from Mod Pizza is a straightforward process. Please follow the steps below to submit your refund request:

1. Gather your order details: Locate your order confirmation number, the date and time of your order, the items purchased, and the payment method used. Take photographs of the issue if applicable (e.g., incorrect item, damaged food).
2. Contact our customer support team: Reach out to us using one of the contact methods listed in Section 10 of this policy. You may contact us by email at [email protected] or through our website at modpizza-cafe.click.
3. Provide required information: Include your full name, contact information, order number, a clear description of the issue, and any supporting photographs or evidence.
4. Wait for acknowledgment: Our customer service team will acknowledge receipt of your refund request within 1 to 2 business days.
5. Review and decision: Our team will review your request and determine whether it meets our refund eligibility criteria. We may contact you for additional information during this stage.
6. Refund approval or denial notification: You will receive a written notification via email informing you of the outcome of your request. If approved, your refund will be processed according to the timelines described in Section 5.

5. Refund Processing Times by Payment Method

Once your refund request has been reviewed and approved, the time it takes to receive your refund depends on your original payment method. Please refer to the table below for estimated processing times:

Please note that while we process refunds promptly on our end, the actual time for funds to appear in your account may vary depending on your bank or financial institution. We are not responsible for delays caused by third-party payment processors or financial institutions.

6. Partial Refunds

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

• Only a portion of your order was incorrect or unsatisfactory, while the remainder of the order was acceptable.
• An item was missing from your order but all other items were received correctly.
• The food quality of one specific item was below standard, while other items in the same order were acceptable.
• You accepted a replacement item of lesser value and are entitled to a refund of the price difference.
• A promotional discount was applied that affects the refundable amount.

Partial refunds will be calculated based on the proportional value of the affected item(s) relative to the total order amount, including applicable taxes. The decision to offer a partial refund is made at the discretion of Mod Pizza's customer service team based on the specific circumstances of each case.

7. Exchange Policy

Due to the perishable nature of food items, we do not offer direct item exchanges in the traditional retail sense. However, we do offer the following alternatives in appropriate circumstances:

• Order correction: If your order contained an incorrect item, we may offer to prepare and deliver or make available for pickup the correct item at no additional charge, subject to availability and operational feasibility.
• Store credit: In lieu of a monetary refund, we may offer store credit equivalent to the value of the affected item(s). Store credit can be used toward future orders at Mod Pizza.
• Replacement item: For in-store orders where the issue is identified immediately, our staff may replace the item on the spot at no cost to you.

All exchange or replacement decisions are subject to the review and approval of our customer service team or on-site management, depending on the nature and location of the order.

8. Cancellation Policy

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

8.1 Online and Phone Orders

• Orders may be cancelled for a full refund if the cancellation request is submitted within 5 minutes of placing the order and before food preparation has begun.
• Once food preparation has begun, cancellations will not be accepted and no refund will be issued.
• To cancel an order, please contact us immediately by phone or email using the contact details provided in Section 10.

8.2 Catering and Large Group Orders

• Catering and large group orders must be cancelled at least 48 hours prior to the scheduled pickup or delivery time to receive a full refund.
• Cancellations made between 24 and 48 hours before the scheduled time will be eligible for a 50% refund.
• Cancellations made less than 24 hours before the scheduled time are non-refundable.

8.3 Third-Party Delivery Platform Orders

If your order was placed through a third-party delivery platform (such as DoorDash, Uber Eats, or Grubhub), the cancellation policy of that respective platform will apply. Please contact the platform directly to request a cancellation.

9. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, you have the right to escalate your concern through our dispute resolution process.

9.1 Internal Escalation

If your initial refund request is denied or you believe the resolution offered is unsatisfactory, you may request an escalation to a senior customer service representative or manager. Please clearly state your original case reference number and the reason for your escalation in your communication.

9.2 Consumer Protection Agencies

As a consumer in the United States, you have the right to file a complaint with the following agencies if you believe your consumer rights have been violated:

• Federal Trade Commission (FTC): www.ftc.gov or 1-877-382-4357
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov (for payment-related disputes)
• Your State Attorney General's Office: Contact information varies by state.
• Better Business Bureau (BBB): www.bbb.org

9.3 Chargeback Rights

Nothing in this Refund Policy limits your right to initiate a chargeback with your credit card issuer or bank if you believe you have been wrongfully charged. However, we encourage you to contact us first so we can resolve the matter promptly and amicably.

9.4 Governing Law

This Refund Policy is governed by the laws of the United States and applicable state laws. Any disputes that cannot be resolved through our internal process may be subject to binding arbitration or resolved in a court of competent jurisdiction in accordance with applicable law.

10. Contact Information for Refund Requests

If you need to submit a refund request, have questions about this policy, or need further assistance, please contact our customer service team using the information below. We are here to help and aim to respond to all inquiries promptly.

When contacting us, please include the following details to help us process your request as quickly as possible:

• Your full name and contact information
• Your order number or transaction reference
• The date and time your order was placed
• A clear description of the issue or reason for your refund request
• Any supporting photos or documentation (where applicable)

Our customer service team is available during regular business hours. We will do our best to acknowledge your inquiry within 1 to 2 business days and provide a final resolution within 5 to 7 business days of receiving all necessary information.

11. Policy Updates

Mod Pizza reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on this page with an updated effective date. We encourage you to review this policy periodically to stay informed of any updates. Your continued use of our website or services after any changes have been made constitutes your acceptance of the revised policy.