Refund Policy

Effective Date: May 28, 2026 | Last Updated: May 28, 2026

1. Introduction

At Mod Pizza, we are committed to delivering fresh, high-quality food and an exceptional customer experience. We understand that issues can occasionally arise with your order, and we want to make the resolution process as straightforward as possible.

This Refund Policy applies to all orders placed through our website at modpizzameal.rest, via phone, or through any affiliated digital ordering platform. By placing an order with us, you agree to the terms outlined in this policy.

For any questions regarding this policy, please contact us at:

• Email: [email protected]
• Website: modpizzameal.rest

2. Eligibility Conditions for Refunds

We want every customer to be fully satisfied with their Mod Pizza experience. A refund may be issued under the following circumstances:

• Your order was incorrect due to an error on our part (wrong items, missing items, or wrong customizations applied).
• Your food arrived in an unsatisfactory condition (spoiled, contaminated, or otherwise unfit for consumption).
• Your order was significantly delayed beyond the estimated delivery or pickup time through no fault of your own.
• You were charged more than once for the same order due to a technical or billing error.
• Your order was never received, and delivery confirmation cannot be verified.
• You received an item to which you have a confirmed allergy, despite clearly noting your dietary restrictions at the time of ordering.

Refunds are evaluated on a case-by-case basis. We reserve the right to request photographic evidence or additional information to process your refund request. Submitting a refund request does not guarantee automatic approval.

3. Timeframes for Refund Requests

To ensure your request can be properly investigated, we require that all refund requests be submitted within the following timeframes:

Requests submitted outside of these timeframes may not be eligible for a refund. We encourage customers to review their orders promptly upon receipt.

4. Non-Refundable Items and Services

The following items and situations are generally not eligible for refunds:

• Change of mind: Refunds will not be issued simply because you changed your mind after placing an order that has already been prepared or dispatched.
• Consumed food: Partially or fully consumed meals are not eligible for a refund unless a legitimate quality or safety issue is documented.
• Incorrect delivery address: If an incorrect delivery address was provided by the customer at the time of ordering, we cannot guarantee a refund.
• Customization errors made by the customer: If you selected incorrect customizations at the time of ordering, the resulting item is not eligible for a refund.
• Promotional or complimentary items: Items provided as part of a promotion, discount, or as complimentary additions are not eligible for refunds.
• Delivery fees: Delivery service fees are non-refundable unless the non-delivery was caused by an error on our part.
• Gift cards and vouchers: Purchased gift cards and promotional vouchers are non-refundable and cannot be exchanged for cash.

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

Follow these steps to submit a refund request with us:

1. Gather your order details: Have your order confirmation number, the date of the order, and the items ordered readily available.
2. Document the issue: If applicable, take clear photographs of the incorrect, damaged, or unsatisfactory food item(s). Visual evidence significantly supports the resolution process.
3. Contact us via email: Send a detailed message to [email protected] with the subject line: "Refund Request – [Your Order Number]".
4. Include the following information in your email:
   • Full name
   • Order confirmation number
   • Date and time of the order
   • Description of the issue
   • Photographic evidence (if applicable)
   • Preferred resolution (refund, replacement, or store credit)
5. Await confirmation: Our customer service team will acknowledge your request within 1–2 business days and may follow up with additional questions.
6. Resolution decision: Once our team has reviewed all information, we will notify you of the outcome and next steps within 3–5 business days.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes for the funds to appear in your account will depend on the original payment method used:

Please note that while we process refunds promptly on our end, your bank or payment provider may take additional time to post the credit to your account. We have no control over the processing times of third-party financial institutions.

7. Partial Refunds

In certain situations, a partial refund may be offered instead of a full refund. Partial refunds may apply when:

• Only a portion of your order was affected by an issue (e.g., one incorrect item out of multiple correct ones).
• The food was partially consumed before the issue was identified, making a full refund disproportionate.
• The issue was minor in nature and does not warrant a full refund in our reasonable assessment.
• A promotional discount was applied to the order that affects the refundable amount.

The amount of a partial refund will be calculated based on the value of the affected item(s) minus any applicable discounts. You will be informed of the partial refund amount before it is processed, and you may choose to accept it or escalate the matter through our dispute resolution process.

8. Exchange Policy

Due to the perishable nature of food products, direct item-for-item exchanges may only be offered in specific circumstances:

• In-store orders: If you are still at the location and your order is incorrect or unsatisfactory, we will gladly replace or remake your order at no additional cost, subject to availability.
• Delivery orders: For delivery orders with incorrect or missing items, we may offer a replacement delivery at no charge, depending on your location and availability. Alternatively, we will offer a store credit or monetary refund for the affected item(s).
• Allergen concerns: If your order contained an ingredient you are allergic to and you clearly stated your allergy at the time of ordering, we will prioritize providing a safe replacement order as quickly as possible.

Exchanges are not available for orders where the customer simply changed their mind after the order has been prepared. All exchange requests must be submitted within the same timeframes applicable to refund requests (see Section 3).

9. Cancellation Policy

We understand that plans change. However, because our food is freshly prepared, our ability to accommodate cancellations is time-sensitive.

9.1 Online and Phone Orders

• Cancellations must be made within 5 minutes of placing your order to receive a full refund.
• After 5 minutes, your order may already be in preparation and cancellations may not be possible.
• If your order is already being prepared or has been dispatched for delivery, cancellation is not available and no refund will be issued.

9.2 Pre-Orders and Catering Orders

• Catering or bulk orders may be cancelled with a full refund if the cancellation is made at least 48 hours before the scheduled order time.
• Cancellations made between 24 and 48 hours before the scheduled time may be subject to a 25% cancellation fee.
• Cancellations made less than 24 hours before the scheduled order time are not eligible for a refund.

To cancel an order, please contact us immediately at [email protected] with your order number and the reason for cancellation.

10. 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 process:

10.1 Internal Escalation

Submit a written escalation to [email protected] with the subject line: "Refund Dispute Escalation – [Your Order Number]". A senior member of our customer service team will review your case within 5–7 business days and provide a final decision.

10.2 Chargeback Rights

If you believe you have been wrongfully charged, you have the right to initiate a chargeback through your bank or credit card issuer. Under U.S. consumer protection regulations, including those enforced by the Federal Trade Commission (FTC) under the FTC Act, and your rights under the Fair Credit Billing Act (FCBA), you may dispute unauthorized or erroneous charges directly with your financial institution.

10.3 Consumer Protection Resources

If you reside in California, you may also have additional rights under the California Consumer Privacy Act (CCPA/CPRA). You may contact relevant state or federal consumer protection agencies, including:

• The Federal Trade Commission (FTC) at www.ftc.gov
• Your state's Attorney General's Consumer Protection Office

10.4 Informal Mediation

Before pursuing formal legal remedies, we encourage both parties to attempt resolution through good-faith negotiation. Please contact us directly to discuss any outstanding concerns.

11. Modifications to This Policy

We reserve the right to update or modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website at modpizzameal.rest. We encourage you to review this policy periodically. Continued use of our services after any changes constitutes your acceptance of the updated policy.

12. Contact Information

For all refund-related inquiries, please reach out to us through the following channels: