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 this Refund Policy outlines your rights and our obligations when a refund or exchange is warranted. Please read this policy carefully before placing an order through our website at modpizza-eat.click.

This policy applies to all orders placed online, by phone, or in person at any Mod Pizza location. By completing a purchase, you agree to the terms described below.

1. Our Commitment to Customer Satisfaction

Mod Pizza takes pride in preparing fresh, high-quality food tailored to your preferences. If you are not completely satisfied with your order, we want to make it right. Our team is available to assist you with concerns related to incorrect orders, food quality, missing items, and other service-related issues.

We evaluate refund and exchange requests on a case-by-case basis, taking into account the nature of the issue, the circumstances surrounding the order, and the evidence provided by the customer.

2. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund if one or more of the following conditions apply:

• Your order was prepared incorrectly and does not match your confirmed selections.
• You received items that were spoiled, contaminated, or otherwise unfit for consumption.
• Items were missing from your order at the time of delivery or pickup.
• Your order was significantly delayed beyond the estimated time communicated at checkout, and you chose not to accept the order as a result.
• A duplicate charge or billing error occurred on your account.
• Your order was canceled by Mod Pizza due to operational reasons or ingredient unavailability.
• You experienced an allergic reaction or adverse health event that can be reasonably linked to an error in ingredient preparation (subject to documentation and review).

Refunds will not be granted based on personal taste preferences, a change of mind after an order has been prepared, or situations where the customer provided incorrect customization details at the time of ordering.

3. Timeframes for Refund Requests

To ensure your refund request can be properly reviewed and processed, please contact us within the timeframes listed below:

Requests submitted outside of these timeframes may not qualify for a refund. We strongly encourage customers to inspect their orders upon receipt and contact us promptly if any issues are identified.

4. Non-Refundable Items and Services

The following items and circumstances are generally not eligible for a refund:

• Orders that have been fully consumed or substantially eaten prior to reporting a concern.
• Items that were customized according to specific customer instructions that were correctly followed.
• Promotional or discounted items clearly marked as non-refundable at the time of purchase.
• Gift cards, promotional credits, or loyalty rewards redeemed toward an order.
• Delivery fees charged by third-party platforms (e.g., DoorDash, Uber Eats, Grubhub) — please contact the respective platform for such disputes.
• Orders canceled after food preparation has begun.
• Refund requests made outside the stated timeframes without valid justification.

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

To submit a refund request, please follow these steps:

1. Step 1 — Contact Us Promptly: Reach out to our customer support team via email at [email protected] or visit our website at modpizza-eat.click within the applicable timeframe.
2. Step 2 — Provide Your Order Details: Include your full name, order number, the date and time of the order, and the location or platform through which the order was placed.
3. Step 3 — Describe the Issue: Clearly explain the nature of the problem. Specify which items were incorrect, missing, or unsatisfactory, and describe any impact on your experience.
4. Step 4 — Submit Supporting Evidence: Where applicable, attach photographs of the received items, screenshots of the order confirmation, or any other documentation that supports your claim.
5. Step 5 — Await Review: Our team will review your request within 2 to 3 business days and contact you with a decision or to request additional information.
6. Step 6 — Receive Resolution: Upon approval, your refund or store credit will be issued according to the processing timelines outlined below.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time required for funds to appear in your account depends on your payment method:

Processing times listed above begin from the date the refund is approved by our team. Delays may occur due to your financial institution's internal processing timelines, which are beyond our control. If you have not received your refund within the stated window, please contact your bank or card issuer before reaching out to us.

7. Partial Refunds

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

• Only one or a few items in a larger order were incorrect or unsatisfactory, and the remainder of the order was accurate and acceptable.
• The customer partially consumed the order before identifying an issue.
• A portion of the order was missing but the rest was received correctly.
• A discount, coupon, or promotional credit was applied, and the refund reflects the actual amount paid for the affected items.

Partial refund amounts will be calculated based on the menu price of the affected items at the time of purchase, minus any applicable discounts already applied.

8. Exchange Policy

If your order was prepared incorrectly, Mod Pizza may offer an exchange in lieu of a monetary refund. Exchanges are available under the following conditions:

• The issue is reported within 30 minutes of pickup or delivery.
• The incorrectly prepared item is returned to the store (for in-person orders) in its original packaging.
• The replacement item is of equal or lesser value. If a higher-value item is selected, the difference in price must be paid by the customer.
• An exchange is feasible given current ingredient availability at the relevant location.

Exchanges are processed at the same location where the order was originally placed. Online orders may be exchanged at the nearest participating Mod Pizza location upon presentation of the original order confirmation.

Exchanges are not available for items that were consumed, removed from their packaging without cause, or damaged by the customer after receipt.

9. Cancellation Policy

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

9.1 Online and App Orders

Orders placed through our website (modpizza-eat.click) or mobile application may be canceled within 5 minutes of placement, provided that food preparation has not yet commenced. Once an order enters the preparation queue, cancellations may not be accepted, and no refund will be issued unless exceptional circumstances apply.

9.2 Phone Orders

Phone orders may be canceled by calling us directly within 5 minutes of the time the order was placed. After that window, cancellations are subject to the same preparation-based restrictions described above.

9.3 Third-Party Delivery Platform Orders

Orders placed through third-party delivery platforms such as DoorDash, Uber Eats, or Grubhub are subject to the cancellation policies of those platforms. Mod Pizza does not have authority to cancel or refund such orders. Please contact the relevant platform directly for assistance.

9.4 Cancellation by Mod Pizza

In the event that Mod Pizza must cancel your order due to ingredient unavailability, operational issues, or other internal reasons, you will receive a full refund to your original payment method within the applicable processing timeframe. We will notify you as quickly as possible via email or phone.

10. Dispute Resolution Process

If you are dissatisfied with the outcome of your refund request or believe your concern has not been adequately addressed, you have the following options for dispute resolution:

10.1 Internal Escalation

You may request that your case be escalated to a senior member of our customer service team. Escalated reviews are typically completed within 5 business days. Please include any prior correspondence and reference your original case or order number when requesting an escalation.

10.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute charges with your credit card issuer or bank under the Fair Credit Billing Act (FCBA) and applicable card network rules. We encourage you to contact us first to resolve the matter amicably before initiating a chargeback, as unresolved chargebacks may affect your ability to place future orders with us.

10.3 Consumer Protection Authorities

If you believe your consumer rights have been violated, you may file a complaint with the Federal Trade Commission (FTC) at ftc.gov, your state attorney general's office, or the Better Business Bureau (BBB). Customers in California may also have rights under the California Consumer Privacy Act (CCPA/CPRA) regarding personal data associated with their accounts.

10.4 Informal Mediation

For disputes that cannot be resolved through our internal process, both parties agree to first attempt resolution through good-faith negotiation before pursuing any formal legal proceedings. Formal mediation may be requested by either party and shall be conducted in the state where the purchase was made.

11. Fraud Prevention

Mod Pizza reserves the right to deny refund requests that appear to be fraudulent, abusive, or made in bad faith. This includes, but is not limited to, repeated claims of missing or incorrect items without credible evidence, patterns of refund requests inconsistent with legitimate use, and attempts to obtain refunds for consumed food without valid cause.

We may suspend or terminate the accounts of customers found to be engaging in refund abuse. Any suspected fraudulent activity will be documented and may be reported to relevant authorities.

12. Changes to This Refund Policy

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.click. We encourage you to review this page periodically. Your continued use of our services following any changes constitutes your acceptance of the revised policy. The date of the most recent revision is always displayed at the top of this page.

13. Contact Us

If you have questions about this Refund Policy or need to submit a refund request, please do not hesitate to reach out to our customer support team. We are here to help and committed to resolving your concerns promptly and fairly.