Refund Policy

At Mod Pizza, we are committed to delivering a satisfying dining and ordering experience to every customer. We understand that situations may arise where a refund or order adjustment is necessary. This Refund Policy outlines your rights and our procedures regarding refunds, cancellations, exchanges, and dispute resolution. Please read this policy carefully before placing an order through our website at modpizzafood.digital.

1. Overview

This Refund Policy applies to all food orders, catering services, and any other purchases made through our website modpizzafood.digital or directly through our establishment. By placing an order with us, you agree to the terms outlined in this policy. We strive to resolve all refund requests fairly, promptly, and in accordance with applicable United States consumer protection laws, including regulations enforced by the Federal Trade Commission (FTC).

Our goal is to ensure that every customer receives the quality and accuracy they expect. If your experience falls short of that standard, we encourage you to contact us so that we may make it right.

2. Eligibility Conditions for Refunds

A refund request may be eligible for consideration under the following circumstances:

• Incorrect Order: You received items that do not match your confirmed order details (wrong toppings, wrong size, wrong crust, etc.).
• Missing Items: One or more items included in your order were not delivered or provided at pickup.
• Food Quality Issues: The food received was undercooked, overcooked, spoiled, or otherwise not prepared to an acceptable standard of quality.
• Allergic or Dietary Concerns: If an item was prepared with an ingredient that was explicitly excluded from your order due to a stated allergy or dietary restriction, and you reported the issue before consuming the food.
• Duplicate Charges: You were charged more than once for the same order due to a technical error on our payment platform.
• Order Not Fulfilled: Your order was accepted and paid for but was never prepared, delivered, or made available for pickup.
• Significant Delivery Delay: For delivery orders, if your food arrived more than 60 minutes beyond the estimated delivery time with no prior notification.

Refunds are evaluated on a case-by-case basis. Submitting a request does not guarantee approval. We reserve the right to request photographic evidence or additional documentation to verify claims before approving a refund.

3. Timeframes for Refund Requests

To ensure that refund requests can be properly investigated and resolved, all claims must be submitted within the following timeframes:

Requests submitted outside these timeframes may not be eligible for a full refund. We may, at our discretion, offer a partial refund or store credit in cases where the request window has passed but the complaint is verifiable.

4. Non-Refundable Items and Services

Certain purchases and situations are not eligible for refunds. These include, but are not limited to:

• Orders that have already been consumed in part or in full without a qualifying complaint being raised.
• Customized or build-your-own pizza orders where all requested ingredients were correctly applied.
• Refund requests based solely on personal preference changes made after the order was confirmed (e.g., you changed your mind about toppings after ordering).
• Promotional, discounted, or complimentary items provided as part of a special offer or loyalty reward.
• Gift cards or digital vouchers once they have been redeemed or partially used.
• Delivery fees charged by third-party platforms (such charges are subject to the respective platform's refund policy).
• Tips and gratuities added at the time of checkout.
• Orders placed with incorrect delivery addresses provided by the customer.

5. How to Request a Refund

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

Step 1: Gather Your Information

Before contacting us, please have the following information ready:

• Your full name and contact information
• Your order number or confirmation email
• Date and time of the order
• A clear description of the issue
• Photographic evidence (if applicable — especially for quality or incorrect order claims)
• Your preferred method of resolution (refund, replacement, or store credit)

Step 2: Contact Our Support Team

Reach out to us through one of the following channels:

• Email: [email protected]
• Website: modpizzafood.digital

Step 3: Await Confirmation

Once we receive your request, we will send you an acknowledgment within 1 business day. Our team will review your claim, which may involve internal review of order records, kitchen logs, and any photographic evidence you have provided.

Step 4: Receive Our Decision

We aim to provide a resolution decision within 3–5 business days of receiving a complete request. If additional information is needed, we will contact you. Our decision will include whether your refund is approved (in full or in part), denied, or resolved through an alternative such as a replacement order or store credit.

Step 5: Refund Issued

If approved, your refund will be processed using the method described in Section 6 below.

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 depends on your original payment method:

Please note that while we process refunds promptly on our end, your financial institution or payment processor may have its own internal timelines. We are not responsible for delays caused by third-party banks or payment networks.

7. Partial Refunds

In certain situations, only a partial refund may be granted. These circumstances include:

• Only a portion of the order was incorrect, missing, or of poor quality.
• The customer consumed a significant portion of the order before raising a complaint.
• The issue reported was minor and does not justify a full refund (e.g., a single topping was slightly different from expected but the overall order was acceptable).
• The order arrived later than expected but was still received and accepted by the customer.
• Promotions or discounts were applied to the order that reduce the refundable base amount.

Partial refund amounts will be calculated based on the value of the affected items relative to the total order cost. We will always communicate the exact amount being refunded and the rationale for any partial determination.

8. Exchange Policy

Because we specialize in freshly prepared food items, traditional product exchanges are not applicable in the conventional retail sense. However, we do offer order replacements as an alternative to monetary refunds in qualifying situations.

A replacement order may be offered when:

• The original order was incorrect but the issue is identified promptly (within 30 minutes of receipt).
• A food quality issue is verified and the customer prefers a fresh replacement over a refund.
• A missing item can be prepared and delivered or made available for pickup within a reasonable timeframe.

Replacement orders are subject to availability and our business operating hours. We cannot guarantee a replacement if the original order was placed close to closing time or during periods of high demand. Choosing a replacement order does not waive your right to a monetary refund if the replacement also fails to meet reasonable quality standards.

9. Cancellation Policy

We understand that plans change. Our cancellation policy is designed to balance customer flexibility with our operational requirements as a food service provider.

Online and App Orders

• Within 5 minutes of placing the order: Full cancellation and refund may be available if food preparation has not yet begun. Contact us immediately at [email protected].
• After 5 minutes of placing the order: If food preparation has begun, cancellation may not be possible, and no refund will be issued. We will make every effort to accommodate last-minute cancellation requests but cannot guarantee them once kitchen preparation has started.
• Scheduled or future orders: Orders placed in advance for a future date or time may be cancelled at least 2 hours before the scheduled preparation time for a full refund.

Catering Orders

• Catering orders cancelled 72 hours or more before the scheduled service date are eligible for a full refund.
• Catering orders cancelled between 24 and 72 hours before the service date are eligible for a 50% refund.
• Catering orders cancelled less than 24 hours before the service date are non-refundable due to ingredient procurement and staffing commitments.

10. Dispute Resolution Process

If you are not satisfied with our response to your refund request, you have the right to escalate the matter. We are committed to resolving disputes fairly and in good faith.

Step 1: Internal Escalation

If your initial refund request was denied or you believe our resolution was inadequate, you may request an internal review by a senior member of our customer service team. Send an email to [email protected] with the subject line "Refund Dispute – Escalation Request" and include your original case reference number, a summary of the original complaint, and the reason you are dissatisfied with the initial resolution. We will respond to escalated disputes within 5 business days.

Step 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 if a merchant failed to fulfill their obligations. This is commonly known as a "chargeback." We encourage you to first attempt resolution directly with us before initiating a chargeback, as most issues can be resolved more quickly through direct communication. However, we fully respect your right to pursue this option if necessary.

Step 3: Consumer Protection Agencies

If you believe your consumer rights have been violated, you may file a complaint with the following agencies:

• Federal Trade Commission (FTC): www.ftc.gov or 1-877-FTC-HELP
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov (for payment-related disputes)
• Your State Attorney General's Office (consumer protection division)
• Better Business Bureau (BBB): www.bbb.org

Step 4: Legal Proceedings

In the event that a dispute cannot be resolved through the above means, either party may pursue legal remedies available under applicable United States law. Any legal proceedings shall be conducted in accordance with the laws of the state in which our business is registered and operating. Both parties agree to attempt good-faith resolution before initiating formal legal proceedings.

11. Special Circumstances

We recognize that some situations fall outside our standard policy guidelines. In cases of:

• Natural disasters or severe weather events affecting delivery operations
• Technical outages on our ordering platform preventing successful order placement or payment confirmation
• Verified health or safety concerns related to our food products

We will review each case individually and apply reasonable accommodations, which may include full refunds, replacement orders, or extended store credits, at our sole discretion.

12. Policy Updates

Mod Pizza reserves the right to update or modify this Refund Policy at any time. Changes will be posted to modpizzafood.digital with an updated effective date. Continued use of our services after any changes constitutes your acceptance of the revised policy. We recommend reviewing this page periodically to stay informed of any updates.

13. Contact Information

For all refund requests, cancellations, or policy inquiries, please contact us using the information below. Our team is available to assist you and is committed to responding promptly and professionally.