Refund Policy

At Mod Pizza, we are committed to providing our customers with a high-quality food experience. We understand that sometimes an order may not meet your expectations, and we want to make the refund and resolution process as straightforward as possible. Please read this Refund Policy carefully to understand your rights and our obligations under applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act.

1. General Overview

This Refund Policy applies to all purchases made through our website mod-pizz.top, by phone, or in person. Because we deal in perishable food products, our refund policy is designed to balance customer satisfaction with the practical limitations of food service operations. We encourage all customers to review their orders carefully before finalizing a purchase.

By placing an order with Mod Pizza, you agree to the terms outlined in this Refund Policy. If you have any questions prior to placing an order, please contact us at [email protected] before completing your purchase.

2. Eligibility Conditions for Refunds

Refunds may be issued under the following circumstances. You may be eligible for a full or partial refund if:

• Your order was significantly incorrect (e.g., wrong items delivered or prepared).
• Your food arrived in an inedible or unsafe condition due to factors within our control.
• Your order was never delivered or fulfilled despite a confirmed transaction.
• A double charge or billing error occurred on your payment method.
• You experienced a verifiable quality issue such as foreign objects found in the food.
• The order was canceled by Mod Pizza before preparation began.

To be eligible for a refund, you must notify us within the applicable timeframe described in Section 3 below and provide sufficient documentation or description of the issue.

2.1 Conditions That Do Not Qualify for a Refund

Refunds will not be granted under the following circumstances:

• You simply changed your mind after the food was prepared.
• You provided incorrect delivery information and the order could not be delivered.
• The food was partially consumed and then deemed unsatisfactory without a valid quality concern.
• The complaint is based on personal taste preferences that were not communicated at the time of ordering.
• The order was customized per your specific instructions and prepared correctly.
• You ordered the wrong item(s) and the order was prepared as specified.

3. Timeframes for Refund Requests

All refund requests are subject to strict timeframes. We encourage customers to raise any issues as promptly as possible to allow us to investigate and resolve the matter effectively.

Requests submitted outside of these timeframes may not be honored. Mod Pizza reserves the right to make exceptions on a case-by-case basis at its sole discretion.

4. Non-Refundable Items and Services

Certain items and purchases are non-refundable by their nature. The following are generally not eligible for refunds:

• Promotional or discounted items: Items purchased using promotional codes, coupons, or discount offers are non-refundable unless there is a proven quality defect.
• Gift cards and store credit: Once purchased or issued, gift cards and store credit are non-refundable and cannot be exchanged for cash.
• Delivery fees and service charges: Fees associated with delivery, service, or convenience are non-refundable unless the order was never delivered due to our fault.
• Completed and consumed orders: Any order that has been fully or substantially consumed is not eligible for a refund based on quality claims alone.
• Special event or catering orders: Catering orders or large group orders confirmed and prepared as requested are non-refundable unless there is a documented quality or fulfillment failure.

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

To request a refund, please follow the steps below carefully. Incomplete requests may result in delays or denial of your claim.

1. Step 1 — Contact Us Promptly: Reach out to our customer support team as soon as possible within the applicable timeframe. You can contact us via:
   • Email: [email protected]
   • Website: mod-pizz.top
2. Step 2 — Provide Order Details: Include the following information in your request:
   • Your full name
   • Order number or confirmation number
   • Date and time of the order
   • The items involved in your complaint
   • A detailed description of the issue
3. Step 3 — Submit Supporting Evidence: Where applicable, attach photographs of the food item(s) in question, screenshots of the billing error, or any other documentation that supports your claim. Clear and detailed evidence significantly improves the speed of resolution.
4. Step 4 — Await Review: Our customer support team will review your request within 2–3 business days. We may contact you for additional information during this time.
5. Step 5 — Receive a Decision: Once reviewed, we will notify you of our decision via email. If approved, your refund will be processed according to the timelines outlined in Section 6.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your funds depends on the original payment method used. Please review the estimated timelines below:

Please note that while we process refunds promptly on our end, the actual posting time to your account is determined by your financial institution and is beyond our control. If you have not received your refund after the estimated timeframe, please contact your bank or card issuer first, then reach out to us if the issue persists.

7. Partial Refunds

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

• Only a portion of your order was incorrect, missing, or unsatisfactory.
• The food was delivered late but was still received and consumed.
• A minor quality issue affected only one item in a multi-item order.
• You accept a partial refund in lieu of a replacement or full refund as a negotiated resolution.

The amount of a partial refund will be calculated based on the cost of the specific item(s) affected, minus any applicable fees. Partial refunds will be communicated to you clearly before being processed, and you will have the opportunity to accept or contest the offered amount.

8. Cancellation Policy

We understand that plans can change. However, because our food products are made fresh to order, our ability to accommodate cancellations is limited once preparation has begun.

8.1 Online and Phone Orders

• Before preparation begins: You may cancel your order for a full refund if you contact us immediately after placing your order and before it has entered the preparation stage.
• After preparation begins: Once the preparation of your order has started, cancellations are generally not accepted, and no refund will be issued.
• Scheduled future orders: If you have placed a scheduled or advance order, you may cancel up to 2 hours before the scheduled preparation time for a full refund.

8.2 Catering and Large Group Orders

Catering and bulk orders have a separate cancellation policy:

• Cancellations made more than 48 hours before the scheduled pickup or delivery time are eligible for a full refund.
• Cancellations made between 24–48 hours before the scheduled time may receive a 50% refund.
• Cancellations made less than 24 hours before the scheduled time are non-refundable.

9. Exchange Policy

Due to the perishable nature of food products, we do not offer traditional product exchanges. However, in cases where an order is incorrect or a quality issue is identified, we may offer to:

• Remake the incorrect or substandard item(s) at no additional charge (subject to availability and timing).
• Provide a store credit equivalent to the value of the affected item(s) for use on a future order.
• Issue a partial or full refund as described in this policy.

The resolution offered will be at the discretion of Mod Pizza, taking into account the nature of the complaint, the time elapsed, and the specific circumstances of each case. We are committed to finding a fair resolution that satisfies our customers.

10. Dispute Resolution Process

If you are dissatisfied with the outcome of your refund request, we encourage you to pursue the following escalation process before initiating a chargeback or external dispute.

10.1 Internal Escalation

Submit a written appeal to [email protected] with the subject line "Refund Appeal — [Your Order Number]". Include all previous correspondence and any additional evidence. Our management team will review your appeal and respond within 5 business days.

10.2 Chargeback Notice

We strongly encourage customers to exhaust our internal resolution process before initiating a chargeback with their bank or credit card provider. Unauthorized chargebacks may result in the suspension of your account. If a chargeback is filed, we reserve the right to dispute it and provide all relevant documentation to your financial institution.

10.3 Consumer Protection Resources

As a customer in the United States, you have additional rights and resources available to you:

• Federal Trade Commission (FTC): You may file a complaint at www.ftc.gov if you believe our practices violate federal consumer protection laws.
• State Consumer Protection Agencies: Depending on your state of residence, you may also have the right to contact your state attorney general's office or consumer protection bureau.
• Better Business Bureau (BBB): You may submit a complaint or review through the BBB at www.bbb.org.

10.4 Governing Law

This Refund Policy is governed by the laws of the United States and applicable state law. Any disputes arising under this policy that cannot be resolved through our internal process shall be subject to binding arbitration or resolved in a court of competent jurisdiction, as applicable under federal and state law.

11. Fraud Prevention

Mod Pizza takes fraudulent refund claims seriously. Any attempt to obtain refunds through false claims, manipulation, or misrepresentation may result in:

• Permanent suspension of your account and loss of access to our services.
• Reporting of fraudulent activity to appropriate law enforcement agencies.
• Legal action to recover any fraudulently obtained funds.

We use order history, delivery records, and other verification methods to assess the legitimacy of all refund requests. We appreciate our honest customers and are committed to maintaining a fair system for everyone.

12. Policy Updates

Mod Pizza reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on our website at mod-pizz.top with an updated effective date. Continued use of our services following any such changes constitutes your acceptance of the revised policy. We recommend reviewing this page periodically to stay informed of any updates.

13. Contact Information for Refund Requests

For all refund inquiries, complaints, or questions related to this policy, please contact us through the following channels:

Our customer support team is available to assist you with any refund-related inquiries. We strive to respond to all emails within 1–2 business days. For the fastest resolution, please include your order number and a clear description of your issue in all communications.