Refund Policy

At Mod Pizza, we are committed to delivering a high-quality food experience to every customer. We understand that situations may arise where a refund or exchange is necessary. This Refund Policy outlines the conditions under which refunds are granted, how to request them, and how we process them. By placing an order through our website meal-modpizza.digital or any affiliated platform, you agree to the terms set forth in this policy.

1. General Refund Philosophy

Customer satisfaction is a top priority for Mod Pizza. We take pride in the quality of our food, ingredients, and service. If you are not satisfied with your order for a valid reason, we encourage you to contact us promptly so we can make things right. Our team is dedicated to resolving all refund and complaint matters in a fair, transparent, and timely manner consistent with applicable United States consumer protection laws, including guidelines established by the Federal Trade Commission (FTC).

2. Eligibility Conditions for Refunds

A refund may be issued under the following circumstances:

• Incorrect Order: You received a food item that is different from what you ordered.
• Missing Items: One or more items from your order were not included in your delivery or pickup.
• Food Quality Issues: The food received was spoiled, undercooked, overcooked, or otherwise unfit for consumption.
• Allergen Concerns: An item contained an ingredient that was specifically excluded due to a stated allergy or dietary restriction at the time of ordering.
• Duplicate Charges: You were charged more than once for the same order due to a system or processing error.
• Order Not Delivered: Your order was confirmed and paid for but never delivered within the estimated time frame and no satisfactory explanation was provided.
• Unauthorized Transactions: A charge appeared on your account that you did not authorize, subject to verification.

All refund requests are subject to review and verification by our customer service team. Mod Pizza reserves the right to decline refund requests that do not meet the eligibility criteria listed above.

3. Timeframes for Refund Requests

To be considered for a refund, your request must be submitted within the timeframes outlined below:

Requests submitted beyond these timeframes may not be eligible for a refund. We strongly recommend that you inspect your order upon receipt and contact us immediately if there is an issue.

4. Non-Refundable Items and Services

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

• Orders that have been fully consumed or substantially consumed before a complaint is filed.
• Customized orders where the customer provided incorrect customization details during the ordering process.
• Dissatisfaction based solely on personal taste preferences, provided the order was prepared correctly as specified.
• Promotional, discounted, or complimentary items received as part of a special offer.
• Digital gift cards or promotional vouchers once they have been redeemed or used.
• Delivery fees, service fees, or platform fees charged by third-party delivery services, as these are outside our direct control.
• Orders placed through third-party platforms (such as third-party food delivery apps) where the third-party's own refund policy applies.
• Requests submitted after the applicable timeframe stated in Section 3 above.

5. How to Request a Refund

To submit a refund request, please follow these steps carefully:

1. Gather Your Information: Before contacting us, have the following ready:
   • Your full name and contact information
   • Your order confirmation number or receipt
   • The date and time of the order
   • A clear description of the issue
   • Photographic evidence, if applicable (e.g., incorrect item, food quality issue)
2. Contact Our Customer Service Team: Reach us through one of the following channels:
   • Email: [email protected]
   • Website: meal-modpizza.digital
3. Submit Your Request: Provide all relevant details and attach any supporting documentation or photos. Clearly state that you are requesting a refund and describe the nature of the problem.
4. Receive Confirmation: Our team will acknowledge your request within 1–2 business days and may follow up with additional questions if needed.
5. Await Review Decision: Your request will be reviewed within 3–5 business days. You will be notified via email of the outcome.
6. Refund Issued: If your request is approved, the refund will be processed according to the payment method used at the time of purchase (see Section 6 below).

6. Refund Processing Times by Payment Method

Once a refund has been approved, processing times vary depending on the original payment method used:

Please note that while we process refunds promptly on our end, the actual time for funds to appear in your account depends on your bank or financial institution and may vary. Mod Pizza is not responsible for delays caused by third-party financial institutions.

7. Partial Refunds

In certain situations, only a partial refund may be granted. These conditions include but are not limited to:

• Only specific items in an order were affected (e.g., one item was incorrect or missing out of a multi-item order).
• The food quality issue affected only a portion of the order.
• A promotional discount was applied to the order, and the refund will reflect the actual amount paid for the affected item(s).
• Delivery fees are non-refundable in cases where the delivery itself was completed successfully but a food item was unsatisfactory.

In all partial refund cases, the refunded amount will be calculated based on the price paid for the specific item(s) in question, after accounting for any discounts or promotional pricing applied to the order.

8. Exchange Policy

Where possible and logistically feasible, Mod Pizza may offer to replace an incorrect or unsatisfactory item rather than issue a monetary refund. Exchanges are subject to the following conditions:

• The exchange request must be made within 24 hours of receiving the original order.
• Replacement items will be prepared and delivered or made available for pickup at no additional charge, provided the issue falls within our eligibility criteria.
• Exchanges are only available for orders placed directly through meal-modpizza.digital or at participating Mod Pizza locations.
• Replacement of an item does not preclude a customer from also reporting a billing discrepancy if applicable.

Customers may choose between a replacement/exchange or a refund, but not both for the same item. Our customer service team will work with you to determine the most appropriate resolution.

9. Cancellation Policy

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

9.1 Online and App Orders

• Before Order Preparation Begins: If you cancel your order before it enters the preparation stage, you are entitled to a full refund. Cancellations in this window should be requested immediately after placing the order by contacting us at [email protected].
• After Order Preparation Has Begun: Once food preparation has started, cancellations may not be accepted, or only a partial refund may be issued at our discretion.
• After Order Has Been Dispatched for Delivery: Cancellations are not accepted once an order has been dispatched. You may still file a quality or accuracy complaint upon receipt if applicable.

9.2 In-Store Orders

For orders placed and paid for in-store, cancellations must be requested at the point of sale before the food is prepared. Once preparation has begun, no cancellations or refunds can be issued for in-store orders unless there is a quality or accuracy issue upon receipt.

9.3 Catering and Group Orders

Catering and large group orders require a minimum of 48 hours' notice for cancellation to receive a full refund. Cancellations made within 24–48 hours of the scheduled fulfillment 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 fulfillment time are not eligible for a refund.

10. Dispute Resolution Process

If you are unsatisfied with the outcome of your refund request, you may escalate the matter through our formal dispute resolution process:

1. Step 1 – Internal Escalation: Contact our customer service team at [email protected] and request that your case be escalated to a senior customer service representative or manager. Please include your original case or reference number.
2. Step 2 – Written Complaint: If the escalated review does not resolve your concern, you may submit a formal written complaint to our management team at the contact details provided below. We will respond to formal written complaints within 10 business days.
3. Step 3 – External Mediation: If an internal resolution cannot be reached, either party may seek resolution through an independent mediator or small claims court in the applicable jurisdiction within the United States.
4. Step 4 – Consumer Protection Agencies: You retain the right to file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or your applicable state consumer protection agency. If you are a California resident, you may also have rights under the California Consumer Privacy Act (CCPA/CPRA).
5. Step 5 – Chargeback through Financial Institution: As a last resort, you may contact your credit card issuer or bank to initiate a chargeback. Please note that initiating a chargeback without first attempting resolution through our process may limit our ability to assist you directly.

11. Fraudulent Claims

Mod Pizza takes fraudulent refund claims seriously. Any customer found to be submitting false, misleading, or fraudulent refund requests may have their account suspended, be permanently banned from our platform, and may be subject to legal action in accordance with applicable United States federal and state laws. We reserve the right to pursue recovery of any funds improperly obtained through fraudulent claims.

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 meal-modpizza.digital. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage customers to review this policy periodically. Continued use of our services after any changes constitutes your acceptance of the revised policy.

13. Contact Information

For all refund requests, exchanges, cancellations, or questions related to this policy, please contact us using the details below:

Our customer service team is available to assist you and is committed to providing a prompt and fair resolution to all inquiries. We value your business and appreciate your trust in Mod Pizza.