Refund Policy

At Mod Pizza, we are committed to delivering a high-quality dining experience and ensuring that every customer is satisfied with their order. We understand that issues can arise, and we have established this Refund Policy to provide clear guidance on how we handle refund requests, cancellations, and exchanges. Please read this policy carefully before placing an order through our website at pizzmod.rest or contacting us at [email protected].

1. Overview

This Refund Policy applies to all purchases made through our website, mobile ordering platform, in-store purchases, and any third-party delivery services associated with Mod Pizza. By placing an order with us, you agree to the terms outlined in this policy. We reserve the right to update or modify this policy at any time, and any changes will be reflected on this page with an updated effective date.

Our goal is to resolve any issues fairly and promptly. If you are unsatisfied with your order for any reason, we encourage you to contact us as soon as possible so we can work toward a satisfactory resolution.

2. Eligibility Conditions for Refunds

To be eligible for a refund, your request must meet the following conditions:

• The order must have been placed directly through pizzmod.rest or at one of our physical locations.
• You must provide proof of purchase, such as an order confirmation number, receipt, or transaction ID.
• The refund request must be submitted within the timeframe outlined in Section 3 of this policy.
• The issue must be verifiable, including but not limited to: incorrect items delivered, missing items, food quality concerns, or significant preparation errors.
• For in-store purchases, the item must not have been substantially consumed unless the quality issue was not immediately apparent upon receipt.

Refunds may be approved at our sole discretion. We reserve the right to request photographic or other evidence to verify the nature of the complaint before processing any refund.

3. Timeframes for Refund Requests

We ask that all refund requests be submitted promptly after you receive your order. The following timeframes apply:

Requests submitted outside these timeframes may not be eligible for a refund. However, we may consider exceptional circumstances on a case-by-case basis. Please contact us at [email protected] if you believe your situation warrants an exception.

4. Non-Refundable Items and Services

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

• Consumed food items: Orders that have been fully or substantially consumed are not eligible for a refund unless a verifiable quality or safety issue is identified.
• Delivery fees: Third-party delivery fees and service charges are generally non-refundable, as these are paid to the delivery service provider.
• Promotional items: Items received as part of a promotion, discount, or free offer are not eligible for cash refunds.
• Custom specialty orders: Highly customized orders prepared specifically to your request are non-refundable if the preparation accurately followed your instructions.
• Digital gift cards (after use): Once a digital gift card has been redeemed or used toward a purchase, the used portion is non-refundable.
• Tips and gratuities: Any tips added at the point of sale are non-refundable.

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

If you believe you are eligible for a refund, please follow these steps to submit your request:

1. Step 1 – Gather Your Information: Locate your order confirmation email or receipt. Have your order number, the date of your purchase, and a brief description of the issue ready.
2. Step 2 – Document the Issue: If applicable, take clear photographs of the incorrect, missing, or unsatisfactory items. Visual documentation helps us process your request more efficiently.
3. Step 3 – Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: pizzmod.rest
4. Step 4 – Provide Details: In your message or form submission, include your full name, order number, contact information, a description of the issue, and any supporting photographs or evidence.
5. Step 5 – Wait for Review: Our team will review your request within 1–3 business days. We may follow up with additional questions or requests for more information.
6. Step 6 – Receive Resolution: Once approved, your refund will be processed according to the timeframes outlined in Section 6 of this policy. You will receive a confirmation email once the refund has been issued.

6. Refund Processing Times by Payment Method

Once your refund has been approved, processing times vary depending on your original payment method:

Please note that while we process refunds promptly on our end, the time it takes for the refund 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 banking institutions.

7. Partial Refunds

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

• Only a portion of your order was incorrect, missing, or unsatisfactory, and the remainder of the order was fulfilled correctly.
• A promotional discount or coupon was applied to the original order that reduces the refundable amount.
• The item in question was partially consumed before the quality issue was identified.
• A catering order was partially completed or delivered late, where some items were received in satisfactory condition.

The refund amount for partial refunds will be calculated based on the pro-rated value of the affected items, minus any applicable fees or discounts. Our customer support team will communicate the exact amount to you before processing the refund.

8. Exchange Policy

Because we deal in freshly prepared food items, traditional product exchanges may not always be feasible. However, we do offer the following options as an alternative to refunds:

• Order Replacement: If your order was prepared incorrectly, we may offer to remake or replace your order at no additional charge, depending on your location and timing.
• Store Credit: In lieu of a monetary refund, we may offer store credit of equal or greater value to be applied to a future order.
• Complimentary Items: For minor inconveniences or issues that do not warrant a full refund, we may offer complimentary items such as a free beverage, dessert, or side item on your next visit.

Exchanges and replacements are subject to availability and must be requested within the timeframes outlined in Section 3. Please contact our team at [email protected] to discuss your options.

9. Cancellation Policy

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

9.1 Online and Phone Orders

Orders may be cancelled free of charge if the cancellation request is submitted within 5 minutes of placing the order, provided that the preparation of your order has not yet begun. Once our kitchen team begins preparing your order, cancellations may not be possible, and a refund may not be issued.

To cancel an order, contact us immediately at [email protected] or through the order management section of our website at pizzmod.rest.

9.2 Catering and Bulk Orders

For catering orders or large group orders, cancellations must be submitted at least 48 hours before the scheduled delivery or pickup time to qualify for a full refund. Cancellations made within 24–48 hours may be eligible for a 50% refund. Cancellations made less than 24 hours in advance are generally non-refundable due to the significant preparation and ingredient costs involved.

9.3 Third-Party Delivery Orders

If your order was placed through a third-party delivery platform (such as DoorDash, Uber Eats, Grubhub, etc.), cancellation and refund policies are governed by the respective platform's terms of service. We recommend contacting the delivery platform directly for assistance with cancellations.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request or if a dispute arises regarding a transaction, we encourage you to follow the steps below:

10.1 Internal Resolution

Your first step should always be to contact our customer support team directly at [email protected]. Most disputes can be resolved quickly and amicably through direct communication. Please allow up to 3 business days for a response to your inquiry.

10.2 Escalation

If you are not satisfied with the initial response from our support team, you may request that your case be escalated to a senior customer service representative or management. Please indicate in your follow-up email that you wish to escalate your concern, and include all prior correspondence for reference.

10.3 Chargeback Process

If you believe an unauthorized charge has been made to your account, you have the right to dispute the charge with your bank or credit card issuer. However, we ask that you contact us first at [email protected] before initiating a chargeback, as we may be able to resolve the issue more efficiently. Initiating a chargeback without first contacting us may result in delays and additional processing fees.

10.4 Consumer Protection Rights

As a business operating in the United States, we comply with applicable federal and state consumer protection laws, including guidelines established by the Federal Trade Commission (FTC). If you believe your consumer rights have been violated, you may file a complaint with:

• Federal Trade Commission (FTC): www.ftc.gov
• Your state's Attorney General office
• Better Business Bureau (BBB): www.bbb.org

11. Special Circumstances

We recognize that certain situations may fall outside the standard guidelines of this policy. The following special circumstances will be evaluated on a case-by-case basis:

• Food Allergy or Safety Concerns: If you experience a food safety issue or allergic reaction due to an error on our part (e.g., an allergen not listed in your order was included), please contact us immediately. These matters are taken with the utmost seriousness and will be prioritized.
• Service Disruptions: In the event of a system outage, service disruption, or technical error that results in a duplicate charge or failed order, a full refund will be issued promptly.
• Force Majeure Events: In cases of natural disasters, public health emergencies, or other events beyond our control, refund policies may be temporarily adjusted. We will communicate any such changes on our website at pizzmod.rest.

12. Contact Information for Refund Requests

For all refund-related inquiries, please reach out to us using the contact information below. Our customer support team is available to assist you Monday through Friday, 9:00 AM to 6:00 PM (local time).

13. Policy Updates

Mod Pizza reserves the right to modify, update, or revise this Refund Policy at any time without prior notice. Any changes will be posted on this page with an updated effective date. Your continued use of our services after any changes have been made constitutes your acceptance of the revised policy. We encourage you to review this page periodically to stay informed about our refund practices.