Refund Policy

Effective Date: June 3, 2026 | Last Updated: June 3, 2026

1. Overview

At Mod Pizza, customer satisfaction is our top priority. We understand that issues can occasionally arise with food orders, and we are committed to addressing your concerns in a fair, timely, and transparent manner. This Refund Policy outlines your rights and our obligations regarding refunds, exchanges, cancellations, and dispute resolution for orders placed through our website at modpizza-delivery.rest.

We comply with all applicable United States federal and state consumer protection laws, including the Federal Trade Commission (FTC) Act, which prohibits unfair or deceptive practices in commerce. Our policies are designed to be clear, honest, and consumer-friendly.

2. Eligibility Conditions for Refunds

Refund requests will be considered under the following circumstances:

• Incorrect Order: You received items that do not match what you ordered (wrong toppings, wrong size, wrong pizza type).
• Missing Items: One or more items included in your order were not delivered or were missing from your package.
• Food Quality Issues: The food delivered was undercooked, overcooked, spoiled, or otherwise unfit for consumption upon arrival.
• Damaged Order: The food or packaging was significantly damaged during delivery, rendering the product unacceptable.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical error.
• Order Not Delivered: Your confirmed order was never delivered within a reasonable timeframe and no satisfactory explanation was provided.
• Allergic Reactions or Dietary Violations: You specified a food allergy or dietary restriction during checkout, and the delivered food contained the restricted ingredient, causing harm or forcing you to discard the item.

To be eligible for a refund, the issue must be reported within the timeframe specified in Section 3 of this policy. Refund requests submitted after the applicable deadline may not be honored.

3. Timeframes for Refund Requests

Prompt reporting of issues ensures we can investigate effectively and resolve your concern quickly. The following timeframes apply:

Requests submitted outside these windows will be reviewed on a case-by-case basis at our sole discretion. We strongly encourage customers to contact us as soon as an issue is discovered to facilitate a prompt resolution.

4. 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 simply changed their mind after the food has been prepared or delivered.
• Customizations or special instructions that were clearly communicated and correctly fulfilled by our team.
• Promotional or discounted items purchased under special offers that explicitly state "no refunds."
• Delivery fees, service fees, or platform fees, except in cases where a refund is granted due to a non-delivery.
• Partially consumed food items, unless a quality defect is identified in the unconsumed portion.
• Orders placed with incorrect delivery addresses provided by the customer.
• Gift cards, promotional credits, or vouchers, which are non-refundable once redeemed.
• Delays caused by circumstances beyond our control, including but not limited to severe weather, traffic conditions, or natural disasters.

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

Requesting a refund is straightforward. Please follow these steps to ensure your request is processed as quickly as possible:

1. Step 1 – Gather Your Order Information: Locate your order confirmation email or receipt. Have your order number, date of purchase, and payment method ready before contacting us.
2. Step 2 – Document the Issue: If applicable, take clear photographs of the incorrect, damaged, or unsatisfactory food items. Visual evidence helps us investigate and resolve your claim faster.
3. Step 3 – Contact Our Customer Support Team: Reach out to us through one of the following methods:
   • Email: [email protected]
   • Website: modpizza-delivery.rest
4. Step 4 – Provide Required Details: In your message, include the following:
   • Your full name and contact information
   • Order number and date of order
   • A clear description of the problem
   • Supporting photographs (if applicable)
   • Your preferred resolution (refund, replacement, or store credit)
5. Step 5 – Await Confirmation: Our customer support team will acknowledge your request within 1 business day and may follow up with additional questions if needed.
6. Step 6 – Resolution: Once your claim is reviewed and approved, you will be notified of the outcome via email. If a refund is approved, it will be processed according to the timelines outlined in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the processing time depends on your original payment method. Please note that processing times are estimates and may vary depending on your financial institution.

7. Partial Refunds

In certain situations, only a partial refund may be granted. Partial refunds are considered when:

• Only a portion of the order was incorrect, missing, or unsatisfactory, while the remaining items were delivered properly.
• A food quality issue affected one item in a multi-item order, but the other items were acceptable.
• The customer consumed a significant portion of the food before reporting a quality issue, and the issue only relates to part of the meal.
• A discount, coupon, or promotional credit was applied to the order, in which case the refund amount will reflect the actual amount paid rather than the full menu price.
• Delivery fees may be excluded from partial refunds when the delivery was successfully completed but only part of the food order is in dispute.

The exact partial refund amount will be determined by our customer support team based on the value of the affected items and the circumstances of the claim.

8. Exchange Policy

In lieu of a monetary refund, we may offer an exchange or replacement for the following situations:

• Wrong Item Delivered: If you received the wrong pizza or food item, we will arrange for the correct item to be delivered at no additional charge, subject to availability and delivery area.
• Missing Item: A missing item may be re-dispatched if logistically feasible. If re-delivery is not possible, a refund or store credit will be offered instead.
• Damaged Item: A replacement may be sent if the issue is reported promptly and our team confirms the damage through documentation.

Exchanges are subject to the same eligibility conditions and reporting timeframes as monetary refunds. We reserve the right to offer a store credit or account credit as an alternative to a direct exchange when re-delivery is not possible.

9. Cancellation Policy

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

9.1 Cancellations Before Order Preparation

If you wish to cancel your order, please contact us immediately after placing it. Orders can only be cancelled for a full refund if they have not yet entered the preparation stage. Given the nature of freshly made food, this window is typically 5 minutes or less from the time your order is confirmed.

9.2 Cancellations During Preparation

Once food preparation has begun, cancellations are generally not accepted. However, if an exceptional circumstance exists, please contact our support team and we will review your request on a case-by-case basis. In such cases, only a partial refund or store credit may be offered.

9.3 Cancellations After Dispatch

Orders that have already been dispatched for delivery cannot be cancelled. If you are unavailable to receive your order upon delivery, please be advised that a refund will not be issued for failure to accept delivery, unless the delivery was unreasonably delayed beyond the estimated time.

9.4 Cancellations Due to Operational Issues

In the unlikely event that we must cancel your order due to ingredient unavailability, staffing issues, or technical problems on our end, you will receive a full refund to your original payment method within the standard processing timeframe. You will be notified promptly via email.

10. Dispute Resolution Process

We aim to resolve all refund-related concerns amicably and efficiently. If you are not satisfied with the outcome of your refund request, the following dispute resolution process applies:

10.1 Internal Escalation

If your initial refund request was denied or you disagree with the resolution offered, you may request an escalation by emailing [email protected] with the subject line "Refund Dispute – Escalation Request". Please include your original ticket or case number and a detailed explanation of why you believe the initial decision was incorrect. Our escalation team will review your case and respond within 3 business days.

10.2 Chargeback and Credit Card Disputes

You have the right under federal consumer protection laws to dispute a charge with your credit card issuer or bank if you believe the charge was unauthorized or if a purchased product was not delivered. However, we encourage you to contact us first to allow us the opportunity to resolve the issue directly, which is typically faster than a formal chargeback process.

10.3 Consumer Protection Agencies

Customers located in the United States have the right to file a complaint with the following regulatory bodies if they believe their consumer rights have been violated:

• Federal Trade Commission (FTC): www.ftc.gov
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your state's Attorney General Office or Department of Consumer Affairs

10.4 Governing Law

This Refund Policy shall be governed by and construed in accordance with the laws of the United States and the applicable laws of the state in which our business operates. Any disputes arising from this policy that cannot be resolved through our internal process may be subject to binding arbitration or litigation in the appropriate jurisdiction.

11. Contact Information for Refund Requests

Our customer support team is ready to assist you with any refund-related inquiries. Please use the contact details below to get in touch with us:

When contacting us, please have your order number and relevant details ready to help us assist you more efficiently. Our team is available during standard business hours, and we strive to respond to all inquiries within 1 business day.

12. Policy Updates

We reserve the right to update or modify this Refund Policy at any time to reflect changes in our business practices, legal requirements, or operational procedures. Any changes will be posted on this page with a revised effective date. We encourage you to review this policy periodically to stay informed of your rights. Continued use of our services following any changes constitutes your acceptance of the revised policy.