Refund Policy

At Mod Pizza, we are committed to delivering exceptional food quality and customer satisfaction with every order. We understand that sometimes things do not go as expected, and we have established this Refund Policy to ensure a fair, transparent, and straightforward process for our customers. Please read the following terms carefully before placing an order through our website at pizzasmod.top.

1. Our Commitment to Customer Satisfaction

Mod Pizza takes great pride in the quality of our food and services. Every order is prepared with fresh ingredients and care. However, we acknowledge that there may be occasions where an order does not meet your expectations, arrives incorrectly, or experiences a quality issue. In such cases, our team is ready to work with you to find an appropriate resolution, which may include a refund, replacement, or store credit.

This policy applies to all purchases made through our official website (pizzasmod.top), by phone, or through any authorized ordering channel associated with Mod Pizza. Third-party delivery platforms may have their own refund policies, which may differ from ours.

2. Eligibility Conditions for Refunds

To be eligible for a refund, your situation must meet one or more of the following conditions:

• Incorrect Order: You received an item or order that is different from what you placed. This includes wrong toppings, incorrect sizes, or missing items that were paid for.
• Food Quality Issues: The food delivered or prepared was undercooked, overcooked, spoiled, or otherwise unfit for consumption at the time of receipt.
• Missing Items: One or more paid items were not included in your order at the time of delivery or pickup.
• Order Not Delivered: Your order was confirmed and charged but was never delivered within a reasonable time frame and without notice from our team.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical or processing error.
• Allergen Issues: Your order contained an allergen that you clearly specified to be excluded, resulting in an item that was not as requested.

Mod Pizza reserves the right to assess each refund request on a case-by-case basis. Submitting a refund request does not automatically guarantee approval. Our customer service team will review the details of your claim and respond accordingly.

3. Timeframes for Refund Requests

Timely reporting is essential to processing your refund efficiently. Mod Pizza requires that all refund requests be submitted within the following timeframes:

Requests submitted outside of these timeframes may not be eligible for a refund. We encourage all customers to inspect their orders upon receipt and report any issues as soon as possible.

4. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds. Please review the following exclusions carefully:

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

Requesting a refund from Mod Pizza is a straightforward process. Please follow these steps to submit your refund request:

1. Step 1 – Document the Issue: Before contacting us, take clear photographs of the food or issue in question. This documentation is extremely helpful in processing your request quickly.
2. Step 2 – Gather Your Order Information: Have your order confirmation number, date and time of purchase, and the email address used to place the order ready. This information helps us locate your order efficiently.
3. Step 3 – Contact Our Customer Support: Reach out to our customer service team via email at [email protected] or visit our website at pizzasmod.top to use our contact form.
4. Step 4 – Describe the Issue Clearly: In your message, provide a clear and detailed description of the problem, including what you ordered, what you received, and why you believe a refund is warranted. Attach any relevant photos.
5. Step 5 – Wait for Review: Our team will review your request within 1 to 3 business days. We may contact you for additional information if needed.
6. Step 6 – Resolution Notification: Once a decision has been made, you will receive a notification via email outlining the outcome of your refund request. If approved, details of your refund method and timeline will be provided.

6. Refund Processing Times by Payment Method

Once your refund has been approved, the time it takes to receive the funds will depend on the payment method used at the time of purchase:

Please note that while we process refunds promptly from our end, the final posting to your account may depend on your bank or financial institution's policies. If you have not received your refund within the stated timeframe, we recommend contacting your bank before reaching out to us.

7. Partial Refunds

In some situations, a partial refund may be issued instead of a full refund. Partial refunds may apply in the following circumstances:

• Only certain items in a multi-item order were incorrect or unsatisfactory.
• The order was partially consumed before the issue was identified, and the remaining portion is confirmed to be defective or incorrect.
• A delivery delay occurred, but the food was eventually delivered and the issue was related to timing rather than quality or accuracy.
• A discount, coupon, or promotional offer was applied to the order, and the refund is limited to the actual amount paid for the affected item.

The amount of any partial refund will be determined by our customer service team after reviewing the details of the claim. We aim to ensure fairness for both the customer and our business in all decisions.

8. Exchange and Replacement Policy

In many cases, Mod Pizza may offer a replacement item or a corrected order instead of a monetary refund. This is often the fastest way to resolve an issue and ensure you receive what you originally ordered.

Replacements may be offered in the following situations:

• An incorrect item was included in your order and the correct item can be prepared and delivered or made available for pickup within a reasonable time.
• A quality issue was identified that does not affect your ability to receive the correct product promptly.

If a replacement is offered and accepted, you agree that no further monetary refund will be issued for the same incident. If a replacement is offered but is not feasible given your location, timing, or other circumstances, a monetary refund or store credit will be provided instead.

9. Cancellation Policy

We understand that plans can change. However, due to the nature of freshly prepared food, cancellations must be made promptly after an order is placed.

9.1 Online and Phone Orders

Orders may be cancelled and fully refunded only if the cancellation request is submitted within 5 minutes of placing the order and before the preparation process has begun. Once our kitchen staff begins preparing your order, we are unable to cancel it or issue a full refund.

9.2 In-Store Orders

In-store orders are typically prepared immediately and cannot be cancelled once they have been placed with our staff. If there is an issue with an in-store order after preparation, please speak with the store manager directly.

9.3 Scheduled Orders

For orders scheduled for future delivery or pickup, cancellations must be submitted at least 30 minutes before the scheduled time to be eligible for a full refund. Cancellations made within 30 minutes of the scheduled time may only be eligible for store credit.

10. Dispute Resolution Process

Mod Pizza is committed to resolving all refund disputes in a fair, transparent, and timely manner. If you are dissatisfied with the outcome of your initial refund request, you may escalate your concern through the following process:

10.1 Internal Escalation

Contact our customer service team again at [email protected] and reference your original complaint case number. Request that your case be reviewed by a senior customer service representative or a manager. We will respond to escalated disputes within 3 to 5 business days.

10.2 Chargeback Rights

Under United States consumer protection laws, including guidelines enforced by the Federal Trade Commission (FTC), you have the right to dispute charges with your credit or debit card issuer if you believe a transaction was unauthorized or fraudulent. We encourage customers to first attempt resolution directly with us before initiating a chargeback, as chargebacks may impact our ability to serve you in the future.

10.3 State Consumer Protection

Depending on your state of residence, you may also have rights under state-level consumer protection laws. For example, California residents may have rights under the California Consumer Privacy Act (CCPA/CPRA) related to their personal data used in transaction disputes. We honor all applicable state and federal consumer protection rights.

10.4 Third-Party Mediation

If internal resolution is not possible, both parties agree to attempt resolution through a neutral third-party mediator before pursuing any legal action. The cost of mediation will be shared equally unless otherwise agreed upon.

11. Fraudulent Refund Claims

12. Changes to This Refund Policy

Mod Pizza reserves the right to update, modify, or revise this Refund Policy at any time. Changes will be effective immediately upon posting to our website at pizzasmod.top. The date of the most recent update will always be reflected at the top of this page. We encourage all customers to review this policy periodically to stay informed of any changes. Continued use of our services after any modification constitutes your acceptance of the revised policy.

13. Contact Us

If you have any questions, concerns, or would like to submit a refund request, please do not hesitate to contact our customer support team. We are here to help.

Our customer support team is available Monday through Friday, 9:00 AM to 6:00 PM (local time). We strive to respond to all inquiries within one business day.