Refund Policy

At Mod Pizza, we are committed to providing our customers with a high-quality food ordering experience. We understand that issues may occasionally arise with your order, and we want to ensure that every concern is handled fairly, transparently, and promptly. Please read this Refund Policy carefully to understand your rights and our obligations when it comes to refunds, cancellations, and exchanges.

This policy applies to all orders placed through our website at modpizza.digital or through any affiliated ordering platforms associated with Mod Pizza. By placing an order with us, you agree to the terms outlined in this Refund Policy.

1. Eligibility Conditions for Refunds

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

• Incorrect Order: You received an item or items that differ from what you ordered (e.g., wrong toppings, wrong size, missing items).
• Food Quality Issues: The food you received was undercooked, spoiled, or otherwise unfit for consumption at the time of delivery or pickup.
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Order Not Delivered: Your order was never delivered and you were charged for it.
• Duplicate Charges: You were charged more than once for the same order due to a technical or payment processing error.
• Unauthorized Transactions: A charge was made to your payment method without your authorization.

To be eligible for a refund, customers must contact us within the applicable timeframe specified in Section 2 of this policy. Refund requests submitted after the stated deadline may not be honored except in extraordinary circumstances at our sole discretion.

2. Timeframes for Refund Requests

To ensure timely resolution, all refund requests must be submitted within the timeframes outlined below:

We strongly recommend contacting us as soon as you identify an issue. The sooner we are notified, the faster we can resolve the problem and ensure your satisfaction.

3. Non-Refundable Items and Services

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

• Completed and Accepted Orders: If you accepted and consumed your order without reporting any issue within the applicable timeframe, a refund will generally not be issued.
• Customer Preference Changes: If you simply changed your mind about an item after it was prepared or delivered, this does not qualify for a refund.
• Custom Modifications: Items that were specifically customized per your own instructions (e.g., specific toppings, special dietary requests) that were fulfilled correctly are not eligible for a refund based on preference.
• Delivery Fees: Delivery fees are non-refundable unless the refund is related to an order that was never delivered.
• Service Fees and Processing Fees: Any additional service charges or third-party processing fees collected at checkout are non-refundable once the order has been processed.
• Promotional and Discounted Items: Items purchased using promotional discounts, coupons, or special deals may be subject to limited or no refund eligibility depending on the terms of the promotion.
• Gift Cards and Store Credits: Purchased gift cards and store credits are non-refundable and non-transferable once activated.

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

Requesting a refund is straightforward. Please follow the steps below to submit your refund request:

1. Gather Your Information: Before contacting us, please have the following information ready:
   • Your full name
   • Order number or confirmation number
   • Date and time of the order
   • Description of the issue
   • Any relevant photos or evidence (recommended for food quality issues)
2. Contact Our Customer Support Team: Reach out to us via one of the following methods:
   • Email: [email protected]
   • Website: modpizza.digital
3. Submit Your Refund Request: Clearly state that you are requesting a refund and provide all relevant details. Include your order number and a description of the problem.
4. Wait for Confirmation: Our customer support team will acknowledge your request within 1–2 business days and may ask for additional information or evidence.
5. Refund Decision: After reviewing your request, we will notify you of our decision via email. If approved, the refund will be processed according to the timelines outlined in Section 5.

5. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes for the funds to appear in your account will vary depending on your original payment method. The following table outlines estimated processing times:

Please note that these timelines represent our internal processing periods. Your financial institution or payment provider may take additional time to reflect the refund on your account or statement. Mod Pizza is not responsible for any delays caused by third-party payment processors or banking institutions.

6. Partial Refunds

In some cases, a partial refund may be issued rather than a full refund. Partial refunds may apply under the following conditions:

• Partial Order Issues: Only a portion of your order was incorrect, missing, or unsatisfactory. In this case, only the affected items will be refunded.
• Order Partially Consumed: If a portion of the order was consumed before the issue was reported, a partial refund reflecting the unconsumed portion may be issued.
• Promotional Orders: If a discount or promotional offer was applied to your order, the refund amount will reflect the actual amount paid rather than the original price of the item.
• Delivery Fee Consideration: In cases where a partial refund is granted for food items but the delivery was completed, delivery fees may not be included in the partial refund.

The determination of whether a full or partial refund is appropriate will be made by our customer support team based on the specific details of each case.

7. Exchange Policy

Due to the perishable nature of food products, traditional item exchanges are generally not feasible for most online or delivery orders. However, we do offer the following alternatives in situations where an exchange would be appropriate:

• Replacement Orders: If your order was incorrect or missing items, we may offer to send a replacement order at no additional charge, subject to availability and delivery constraints.
• In-Store Exchanges: For orders placed and picked up in-store, our staff may be able to remake your item if a mistake was made at the time of preparation. Please speak with a team member at the location immediately.
• Store Credit: In lieu of a refund, we may offer store credit of equal or greater value that can be applied to a future order. Store credits do not expire and can be used on any eligible menu items.

Exchange requests must be made within the same timeframes applicable to refund requests (see Section 2). We reserve the right to determine the most appropriate resolution based on the nature of the issue and available options at the time of the request.

8. Cancellation Policy

We understand that plans can change. Our cancellation policy is designed to be as flexible as possible while accounting for the fact that food preparation begins quickly after an order is placed.

8.1 Online and App Orders

• Orders may be cancelled for a full refund within 5 minutes of being placed, provided food preparation has not yet begun.
• Once food preparation has begun, cancellations are generally not accepted. You may still contact us to discuss your situation, and we will do our best to accommodate reasonable requests.

8.2 Scheduled/Pre-Orders

• Scheduled orders may be cancelled up to 1 hour before the scheduled preparation time for a full refund.
• Cancellations made less than 1 hour before the scheduled time will not be eligible for a refund, as ingredients and preparation may already be underway.

8.3 Catering and Large Group Orders

• Catering and large group orders require at least 24 hours notice for cancellation to receive a full refund.
• Cancellations made between 12–24 hours before the scheduled delivery or pickup time may be eligible for a 50% refund.
• Cancellations made less than 12 hours in advance are not eligible for a refund due to the significant preparation involved.

To cancel an order, please contact us immediately at [email protected] or visit modpizza.digital.

9. Dispute Resolution Process

We are committed to resolving any refund-related disputes fairly and efficiently. If you are unsatisfied with the outcome of a refund request, the following dispute resolution process is available to you:

9.1 Internal Review

If your initial refund request is denied or you believe the resolution offered was inadequate, you may request an internal review by escalating your complaint to our senior customer support team. To initiate an internal review:

• Email us at [email protected] with the subject line: "Refund Dispute – Order #[Your Order Number]"
• Provide a detailed explanation of your concern and any additional evidence you wish to submit.
• Our team will complete the internal review within 5–7 business days and respond with a final decision.

9.2 Credit Card Chargebacks

You have the right to dispute a charge with your credit card provider or bank if you believe a transaction was unauthorized or if a refund was agreed upon but not issued. We encourage customers to attempt resolution directly with us before initiating a chargeback. Fraudulent or unwarranted chargebacks may result in suspension of your account.

9.3 Consumer Protection Resources

As a business operating in the United States, our practices are governed by applicable federal and state consumer protection laws, including the Federal Trade Commission (FTC) Act. If you believe your consumer rights have been violated, you may file a complaint with the FTC at www.ftc.gov or contact your state's Attorney General office.

For customers located in California, additional rights may be available to you under the California Consumer Privacy Act (CCPA/CPRA) and other applicable California consumer protection statutes.

10. Changes to This Refund Policy

Mod Pizza reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on our website at modpizza.digital with a revised effective date. We encourage customers to review this policy periodically to stay informed of any updates. Continued use of our services after any modifications constitutes acceptance of the revised policy.

11. Contact Information for Refund Requests

If you have any questions about this Refund Policy, need to submit a refund request, or wish to speak with a member of our customer support team, please contact us using the information below:

Our customer support team is available to assist you. We strive to respond to all refund inquiries within 1–2 business days. For urgent matters involving food safety or significant order errors, please contact us immediately and mark your email as urgent.