Refund Policy

At Mod Pizza, we are committed to delivering a satisfying experience with every order. We understand that issues can occasionally arise, and this Refund Policy outlines the conditions, procedures, and timeframes under which refunds, exchanges, and cancellations are handled. Please read this policy carefully before placing an order through our website at pizza-mod.click.

By placing an order through our platform, you acknowledge and agree to the terms set forth in this Refund Policy. This policy is governed by the applicable consumer protection laws of the United States, including relevant Federal Trade Commission (FTC) guidelines and applicable state regulations.

1. Our Commitment to Customer Satisfaction

We take great pride in the quality of every item we prepare. Our goal is to ensure that every pizza, side item, beverage, and add-on you receive meets your expectations. If for any reason your order does not meet the standards we have set, we encourage you to contact us promptly so we can make it right.

Our refund and exchange process is designed to be fair, transparent, and straightforward. We believe in treating every customer with respect and resolving concerns in a timely manner.

2. Eligibility Conditions for Refunds

To be eligible for a refund, the following conditions must generally be met:

• Your order was placed through our official website at pizza-mod.click or via an authorized ordering channel.
• The refund request is submitted within the applicable timeframe outlined in Section 3 of this policy.
• The issue reported is verifiable and falls within one of the accepted refund reasons listed below.
• You provide sufficient information and, where applicable, photographic or other evidence to support your claim.

2.1 Accepted Reasons for Refund

3. Timeframes for Refund Requests

We understand that food-related concerns need to be addressed promptly. For this reason, we have established specific timeframes within which refund requests must be submitted:

• Food quality issues, wrong items, or missing items: Must be reported within 2 hours of receiving your order.
• Order not received: Must be reported within 24 hours of the estimated delivery time.
• Billing errors or duplicate charges: Must be reported within 7 calendar days of the transaction date.
• Allergic reactions or health-related issues: Must be reported within 48 hours of the incident, along with relevant documentation.

We reserve the right to decline refund requests that are submitted beyond these timeframes unless exceptional circumstances are demonstrated and verified.

4. Non-Refundable Items and Services

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

• Orders where the customer provided an incorrect delivery address and the food was delivered to that address.
• Items that have been partially or fully consumed without any valid quality complaint.
• Promotional or discounted items specifically marked as non-refundable at the time of purchase.
• Gift cards and store credit, which are non-refundable and non-transferable.
• Delivery fees, service fees, or platform fees in cases where the order was successfully delivered.
• Customization requests that were fulfilled as specified — if you ordered specific toppings and they were provided as requested, this is not grounds for a refund based on taste preference.
• Orders affected by circumstances beyond our control, such as severe weather, natural disasters, or public health emergencies, unless the order was never prepared or dispatched.

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

To initiate a refund request, please follow the steps outlined below. Following this process ensures your request is handled as efficiently as possible.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive the funds depends on the payment method used for the original transaction:

7. Partial Refunds

In certain situations, a partial refund may be issued rather than a full refund. Partial refunds may be applicable in the following circumstances:

• Only a portion of the order was incorrect or missing — a refund will be issued for the affected items only.
• The food quality issue affected only part of the order, and the remaining items were satisfactory.
• A promotional discount or coupon was applied to the original order — refunds will reflect the actual amount paid rather than the original list price.
• A delivery fee was charged, but only the food items are being refunded — delivery fees may not be refunded if the order was delivered.

The determination of whether a full or partial refund is appropriate rests with our customer support team and will be based on a fair assessment of the circumstances presented.

8. Exchange Policy

In lieu of a monetary refund, we may offer an exchange or replacement for certain issues. Our exchange policy is as follows:

• Wrong item delivered: We will prioritize offering a replacement of the correct item if it can be prepared and delivered within a reasonable timeframe.
• Unsatisfactory food quality: We may offer to remake the item if you are able to return the original or provide photographic evidence of the quality issue.
• Missing items: Missing items may be delivered as a replacement if logistically feasible, or refunded at the customer's preference.

Exchanges are subject to availability and operational capacity at the time of the request. If a replacement cannot be provided, a refund will be issued instead.

9. Cancellation Policy

We understand that plans can change, and we will do our best to accommodate cancellation requests. However, due to the nature of freshly prepared food, our cancellation policy is as follows:

9.1 Online Orders

• Orders may be cancelled within 5 minutes of being placed, provided preparation has not yet begun.
• Once an order has entered the preparation stage, it cannot be cancelled, and no refund will be issued for cancellation requests at that point.
• To cancel an order, contact us immediately at [email protected] with your order number.

9.2 Scheduled or Pre-Orders

• Scheduled orders may be cancelled up to 1 hour before the scheduled pickup or delivery time.
• Cancellations made less than 1 hour before the scheduled time may not be eligible for a full refund.

9.3 Catering or Bulk Orders

• Catering or large bulk orders require at least 24 hours' notice for cancellation to receive a full refund.
• Cancellations made within 24 hours of a catering order may be subject to a cancellation fee of up to 50% of the order total.
• No refund will be issued if a catering order is cancelled after preparation has commenced.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we encourage you to pursue the following dispute resolution steps:

10.1 Internal Escalation

If your initial refund request was denied or you feel the resolution was unsatisfactory, you may request an escalation to a senior member of our customer support team by replying to your support email thread or contacting us at [email protected] with "ESCALATION REQUEST" in the subject line. We will review your case within 3–5 business days.

10.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute a charge with your bank or credit card issuer if you believe you have been incorrectly billed. We encourage you to contact us first to resolve the matter directly, as chargebacks can result in delays. However, we respect your right to pursue this option if necessary. We comply with all applicable FTC consumer protection guidelines.

10.3 Third-Party Mediation

In the event that a dispute cannot be resolved through internal channels, both parties may agree to seek resolution through a neutral third-party mediator. The costs of mediation will be shared equally unless otherwise agreed upon.

10.4 Legal Recourse

If a dispute remains unresolved after exhausting all of the above steps, either party may pursue legal remedies as permitted under applicable United States federal and state laws. Nothing in this policy limits your rights as a consumer under applicable law.

11. Consumer Rights Under U.S. Law

As a customer in the United States, you are protected by federal and state consumer protection laws. The Federal Trade Commission (FTC) Act prohibits unfair or deceptive business practices. Where applicable, state-specific consumer protection statutes may also apply. Nothing in this Refund Policy is intended to limit or waive any rights you may have under applicable law.

If you believe your consumer rights have been violated, you may also file a complaint with the FTC at www.ftc.gov or with your state's Attorney General's office.

12. Changes to This Refund Policy

We reserve the right to update or modify this Refund Policy at any time. Any changes will be reflected on this page with an updated effective date. We encourage you to review this policy periodically to stay informed of any updates. Continued use of our services following any changes constitutes your acceptance of the revised policy.

13. Contact Us

If you have any questions about this Refund Policy or wish to submit a refund request, please contact our customer support team using the details below:

This Refund Policy was last updated on March 27, 2026. For questions, please email us at [email protected].