Refund Policy

At Mod Pizza, we are committed to delivering a satisfying dining experience with every order. We understand that issues may occasionally arise, and we want to ensure that every customer feels heard and fairly treated. This Refund Policy outlines the conditions under which refunds, exchanges, or cancellations may be granted, as well as the procedures you should follow to request assistance. Please read this policy carefully before placing an order through our website at modpizza-eat.digital or through any of our other ordering channels.

By placing an order with Mod Pizza, you acknowledge that you have read, understood, and agreed to the terms outlined in this Refund Policy. This policy is governed by applicable United States federal and state consumer protection laws, including the Federal Trade Commission Act (FTC Act) and relevant state regulations.

1. General Refund Philosophy

Mod Pizza takes great pride in the quality of our food and the service we provide to our customers. We strive to prepare every order accurately, freshly, and with care. However, we recognize that errors can occur — whether in the preparation of an order, during delivery, or due to circumstances outside your control. In such cases, we are dedicated to making things right in a timely and fair manner.

Our refund policy applies to all orders placed through modpizza-eat.digital, our in-store locations, and any third-party delivery platforms authorized by Mod Pizza. Please note that orders placed through third-party platforms (such as DoorDash, Uber Eats, or Grubhub) may be subject to the refund policies of those respective platforms as well.

2. Eligibility Conditions for Refunds

Refunds may be issued under the following circumstances:

• Incorrect Order: You received items that are different from what you ordered (e.g., wrong toppings, wrong pizza size, missing items).
• Food Quality Issues: The food received was undercooked, overcooked, spoiled, or otherwise not up to our established quality standards.
• Missing Items: One or more items from your order were not included at the time of delivery or pickup.
• Order Not Delivered: Your delivery order was confirmed but never arrived, and the delay cannot be attributed to incorrect address information provided by the customer.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical error on our platform.
• Allergic Reactions Due to Mislabeling: If you experienced an adverse reaction because allergen information on our platform was inaccurate, you may be eligible for a refund and additional support.

To be eligible for a refund, you must:

1. Contact us within the applicable timeframe described in Section 3 of this policy.
2. Provide your order confirmation number, proof of purchase, and a clear description of the issue.
3. Where applicable, provide photographic evidence of the problem (e.g., incorrect or damaged food items).

3. Timeframes for Refund Requests

We ask that all refund requests be submitted within the following timeframes to ensure we can adequately investigate your concern:

Refund requests submitted outside of these timeframes may not be honored. We encourage customers to inspect their orders promptly upon receipt and contact us as soon as any issue is identified.

4. Non-Refundable Items and Services

While we aim to be as accommodating as possible, certain items and circumstances are not eligible for a refund:

• Change of Mind: Refunds will not be issued simply because you changed your mind about an order after it has been prepared or delivered.
• Customized Orders: Highly customized items that were prepared exactly as specified by the customer are generally not eligible for a refund unless there is a quality or safety issue.
• Consumed Food: Items that have been substantially consumed are not eligible for a refund based on taste preference alone.
• Promotional and Discounted Items: Items purchased using promotional codes, coupons, or as part of a limited-time offer may have restricted refund eligibility.
• Delivery Fees: Delivery charges are non-refundable unless the delivery was not completed due to an error on our part.
• Tips and Gratuities: Tips added to orders are final and non-refundable.
• Gift Cards: Gift card purchases are non-refundable and cannot be exchanged for cash.

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

Follow these steps to submit a refund request with Mod Pizza:

1. Step 1 — Gather Your Information: Before reaching out, collect the following details:
   • Your full name and contact information
   • Order confirmation number or receipt
   • Date and time of your order
   • A clear description of the issue
   • Photographs of the food or packaging, if applicable
2. Step 2 — Contact Us: Reach out to our customer support team using one of the methods listed below:
   • Email: [email protected]
   • Website: modpizza-eat.digital
3. Step 3 — Submit Your Request: Provide all relevant information in your message or through our online contact form. The more detail you provide, the faster we can resolve your request.
4. Step 4 — Await Confirmation: Our customer support team will acknowledge your refund request within 1–2 business days and may follow up with additional questions if needed.
5. Step 5 — Resolution: Once your request has been reviewed and approved, we will notify you of the refund amount and the method through which it will be returned.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to appear in your account will vary depending on your payment method:

7. 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 was incorrect or missing.
• Part of the order was consumed before the issue was identified.
• The issue affected only select items in a larger order.
• A promotional discount was applied that reduces the refundable amount.
• Delivery fees or other non-refundable charges are deducted from the total refund amount.

Our customer support team will clearly communicate the refund amount prior to processing and explain the reasoning behind any partial refund decision. You will have the opportunity to discuss the outcome before the refund is finalized.

8. Exchange Policy

Due to the perishable nature of food products, traditional item-for-item exchanges are handled differently than in retail settings. Here is how we manage exchanges at Mod Pizza:

• In-Store Orders: If you received an incorrect or unsatisfactory item while dining in or picking up at one of our locations, please notify a team member immediately. In most cases, we will remake your order at no additional cost.
• Delivery Orders: For delivery orders with incorrect or missing items, we may offer to send a replacement order (subject to availability and delivery logistics) or issue a refund or store credit for the affected items.
• Online Orders: If you placed an order through our website at modpizza-eat.digital and there was an error, please contact us at [email protected] as soon as possible. We will work with you to arrange an appropriate resolution, which may include a replacement, store credit, or refund.

Exchanges are subject to availability and must be requested within the applicable timeframes described in Section 3 of this policy.

9. Cancellation Policy

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

9.1 Online Orders

Orders placed through modpizza-eat.digital may be cancelled only if the cancellation is requested before the order has entered the preparation stage. Once a kitchen team member has begun preparing your order, cancellations may no longer be possible, and a refund may not be guaranteed.

9.2 Scheduled/Advance Orders

If you have placed an advance or scheduled order, you may cancel it up to 1 hour before the scheduled pickup or delivery time without penalty. Cancellations made within 1 hour of the scheduled time are not guaranteed to be processed, and refunds in such cases will be evaluated on a case-by-case basis.

9.3 Third-Party Delivery Platform Orders

If your order was placed through a third-party delivery platform, the cancellation policy of that platform will apply. Please contact the relevant platform directly for assistance with cancellations.

9.4 How to Cancel

To cancel an order placed through our website, contact us immediately at:

• Email: [email protected]

Please include your order number and the reason for cancellation in your message.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we encourage you to follow our dispute resolution process before pursuing any external remedies:

1. Internal Review Request: Contact our customer support team and clearly state that you would like your case to be escalated for a secondary review. Provide any additional documentation or evidence that may support your claim.
2. Written Appeal: You may submit a formal written appeal via email to [email protected] with the subject line "Refund Appeal — [Your Order Number]." Our management team will review your appeal within 5–7 business days.
3. Chargeback Rights: If you believe you have been wrongfully charged, you have the right to dispute the charge with your bank or credit card issuer under the Fair Credit Billing Act (FCBA) and applicable consumer protection regulations. We ask that you contact us before initiating a chargeback, as we may be able to resolve the issue more quickly through direct communication.
4. Consumer Protection Agencies: If you are located in a state with specific consumer protection laws (for example, California residents may have rights under the California Consumer Protection Act and related regulations), you may file a complaint with your state's Attorney General office or the Federal Trade Commission (FTC) at reportfraud.ftc.gov.
5. Alternative Dispute Resolution: In cases where disputes cannot be resolved through internal means, both parties may agree to pursue mediation or arbitration in accordance with applicable United States law.

11. Special Circumstances

We understand that unexpected situations can arise. In the following special circumstances, refund requests will be handled with particular sensitivity and flexibility:

• Food Allergy Incidents: If you or a member of your party experienced an allergic reaction as a result of an allergen not properly disclosed in our menu or ordering platform, please contact us immediately. We take food allergy concerns extremely seriously and will respond on a priority basis.
• Technical Errors: If a technical malfunction on our website or app resulted in an incorrect charge, duplicate transaction, or failed order, please notify us with relevant screenshots or transaction records, and we will resolve the issue promptly.
• Natural Disasters or Emergencies: In the event of declared natural disasters, severe weather events, or other emergencies that prevent normal order fulfillment or delivery, we will assess refund eligibility on a case-by-case basis with full consideration for customer safety and fairness.

12. Policy Updates

Mod Pizza reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on this page with an updated effective date. We encourage customers to review this policy periodically. Continued use of our services after any changes constitutes acceptance of the updated policy.

13. Contact Information for Refund Requests

If you have any questions about this Refund Policy or would like to initiate a refund request, please do not hesitate to contact us using the information below: