Refund Policy

At Mod Pizza, we are committed to delivering a high-quality dining experience and ensuring complete customer satisfaction with every order. We understand that issues can arise, and this Refund Policy outlines the terms under which refunds, exchanges, and cancellations are handled. Please read this policy carefully before placing an order through our website at modpizza-eat.top or through any other ordering channel.

By placing an order with Mod Pizza, you agree to the terms described in this Refund Policy. This policy is governed by applicable United States federal and state consumer protection laws, including the Federal Trade Commission (FTC) Act, and any applicable state-specific regulations.

1. Eligibility Conditions for Refunds

We want every customer to be satisfied with their Mod Pizza order. Refunds may be issued under the following qualifying circumstances:

• Incorrect Order: You received items that do not match what you ordered (wrong toppings, wrong size, wrong item).
• Missing Items: One or more items from your order were missing upon delivery or pickup.
• Food Quality Issues: The food was undercooked, overcooked, spoiled, or otherwise not meeting reasonable quality standards at the time of receipt.
• Allergen Concerns: If a confirmed allergen was present in your food despite being explicitly excluded during ordering, you may be eligible for a full refund. We take allergen concerns extremely seriously.
• Duplicate Charges: Your payment method was charged more than once for the same order.
• Order Not Delivered: Your delivery order was never received and cannot be confirmed as delivered by the delivery service.
• Significant Delivery Delay: Your order was delivered significantly later than the estimated delivery time, rendering the food unacceptable for consumption.

Refund eligibility is assessed on a case-by-case basis. We reserve the right to request supporting documentation, such as photos of the received food or order confirmation details, before processing a refund.

2. Timeframes for Refund Requests

To be considered for a refund, you must contact us within the following timeframes:

Requests submitted outside these timeframes may not be accepted. We strongly encourage you to inspect your order upon receipt and contact us immediately if you experience any issues.

3. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds. These include, but are not limited to:

• Change of Mind: Refunds are not issued simply because you changed your mind about your order after it has been prepared or delivered.
• Correctly Prepared Orders: If your order was prepared exactly as specified and delivered in good condition, it is not eligible for a refund.
• Consumed Food: Partially or fully consumed food items are generally not eligible for a refund unless a qualifying quality issue is identified at the time of first consumption.
• Promotional or Free Items: Items received as part of a promotion, discount, or complimentary offer are not eligible for monetary refunds.
• Gift Cards and Store Credits: Gift card purchases are non-refundable and non-transferable for cash value, except as required by applicable law.
• Delivery Fees: Delivery and service fees are non-refundable unless the order was not delivered due to an error on our part.
• Custom Orders with Confirmed Customizations: Heavily customized orders that were prepared precisely as requested are not eligible for a refund based on dissatisfaction with personal taste preferences.

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

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

1. Gather Your Information: Before contacting us, please have the following details ready:
   • Your full name and contact information
   • Your order number or confirmation number
   • The date and time of your order
   • A clear description of the issue
   • Photos of the food or packaging (if applicable)
2. Contact Our Customer Support Team: Reach out to us via email at [email protected] or visit our website at modpizza-eat.top to submit a refund request form.
3. Submit Supporting Documentation: Attach any relevant photos, screenshots, or documentation that supports your refund claim. This helps us process your request more efficiently.
4. Await Confirmation: You will receive an acknowledgment of your refund request within 1-2 business days. Our team will review your claim and may contact you for additional information.
5. Refund Decision: Once reviewed, we will notify you of our decision via email. If approved, your refund will be processed according to the timelines described in Section 5.

5. Refund Processing Times by Payment Method

Once a refund has been approved, the processing time will depend on your original payment method:

Please note that while we process refunds promptly on our end, your financial institution or payment processor may take additional time to reflect the refund in your account. We are not responsible for delays caused by third-party payment processors or banks.

6. Partial Refunds

In certain situations, a partial refund may be issued rather than a full refund. Partial refunds may apply when:

• Only a portion of your order had an issue, while the remainder was correctly prepared and delivered.
• The issue reported partially affected the overall quality of the order but did not render the entire order unusable.
• A promotional discount or coupon was applied to the original order, and the refund amount reflects only the actual amount paid.
• The customer has already consumed a portion of the order before reporting an issue.
• Delivery fees and applicable taxes may be deducted from partial refund amounts depending on the nature of the issue.

Our customer support team will communicate the exact refund amount and reasoning before processing any partial refund. You will be notified via email with a detailed breakdown of the approved refund.

7. Exchange Policy

In cases where a full refund is not the preferred resolution, Mod Pizza may offer an exchange or replacement at our discretion. Our exchange policy works as follows:

• Order Replacement: If your order was incorrect or contained missing items, we may offer to replace the affected items with a new preparation at no additional charge.
• Store Credit: As an alternative to a monetary refund, we may offer store credit of equal or greater value to be used on a future order at modpizza-eat.top.
• Timing for Replacements: Replacement orders will be processed as quickly as possible. Delivery replacements are subject to standard delivery times in your area.
• Non-Transferable: Exchanges and replacement offers are non-transferable and may only be used by the original ordering customer.

To request an exchange or replacement, please follow the same steps outlined in Section 4 and indicate your preference for an exchange rather than a refund.

8. Cancellation Policy

We understand that plans change. Our cancellation policy is designed to be fair to both our customers and our kitchen staff:

8.1 Online and Phone Orders

• Orders may be cancelled without charge within 5 minutes of being placed, provided that food preparation has not yet begun.
• Once food preparation has started, cancellations cannot be guaranteed, and a full refund may not be issued.
• To cancel an order, contact us immediately at [email protected] or visit our website at modpizza-eat.top.

8.2 In-Store Orders

• In-store orders that have already been placed and are in preparation cannot be cancelled.
• If an in-store order has not yet been processed, please speak to a team member immediately to request a cancellation.

8.3 Catering and Large Group Orders

• Catering orders must be cancelled at least 48 hours prior to the scheduled pickup or delivery time to receive a full refund.
• Cancellations made between 24 and 48 hours before the scheduled time may be subject to a cancellation fee of up to 50% of the total order value.
• Cancellations made less than 24 hours before the scheduled time are non-refundable.

9. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we encourage you to use the following dispute resolution steps:

Step 1: Internal Review

Contact our customer support team at [email protected] and request that your case be escalated to a senior customer relations representative. Provide all relevant details, your original complaint reference number, and any additional evidence you would like to submit for review.

Step 2: Written Formal Complaint

If you remain unsatisfied after the internal review, you may submit a formal written complaint via email to [email protected]. Please include "Formal Refund Dispute" in the subject line. We will respond to formal complaints within 5 business days.

Step 3: Consumer Protection Agencies

If your dispute cannot be resolved through our internal processes, you have the right to contact relevant consumer protection agencies:

• Federal Trade Commission (FTC): www.ftc.gov or 1-877-FTC-HELP
• Better Business Bureau (BBB): www.bbb.org
• Your state's Attorney General Office for consumer affairs complaints

Step 4: Chargeback Rights

You also retain the right to dispute a charge directly with your credit card company or bank. However, we encourage customers to attempt resolution with us before initiating a chargeback, as we are committed to resolving issues fairly and promptly.

10. Customer Rights Under Applicable Law

Depending on your state of residence, you may have additional rights under state consumer protection laws. For example:

• California residents may have rights under the California Consumer Privacy Act (CCPA/CPRA) regarding data collected during your transaction.
• All U.S. consumers have protections under the FTC Act, which prohibits unfair or deceptive acts in commerce.
• State-specific warranty and consumer protection statutes may provide additional remedies beyond what is described in this policy.

Nothing in this Refund Policy is intended to limit or waive any rights you may have under applicable federal or state law.

11. Policy Updates

Mod Pizza reserves the right to update or modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website at modpizza-eat.top. 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 Refund Requests

For all refund inquiries, cancellations, exchanges, or dispute resolutions, please contact our customer support team using the information below:

Our customer support team is available to assist you with any questions or concerns related to your order or this Refund Policy. We strive to respond to all inquiries within 1-2 business days.

This Refund Policy was last updated on May 15, 2026. All rights reserved. Mod Pizza — modpizza-eat.top