Refund Policy

At Mod Pizza, we are committed to delivering a satisfying dining experience with every order. We understand that sometimes things do not go as planned, and we want to make sure you feel confident when placing an order with us. This Refund Policy outlines your rights, our obligations, and the procedures we follow when handling refund requests, cancellations, and disputes. Please read this policy carefully before placing an order through our website at pizzas-mods.rest.

1. Our Commitment to Customer Satisfaction

We take pride in the quality of our food and services. If you are not completely satisfied with your order, we encourage you to reach out to us as soon as possible. This policy is designed to be fair, transparent, and straightforward so that you understand exactly what to expect when seeking a resolution.

Our refund policy applies to all orders placed through our official website (pizzas-mods.rest), including delivery orders, takeout orders, and any prepaid or catering orders. By placing an order with us, you acknowledge and agree to the terms outlined in this policy.

2. Eligibility Conditions for Refunds

Not every situation will automatically qualify for a refund. The following conditions must generally be met for a refund request to be considered eligible:

• The order was placed directly through pizzas-mods.rest or through an authorized channel associated with Mod Pizza.
• The issue with the order is reported within the applicable timeframe (see Section 3 below).
• You provide sufficient documentation or description of the problem, such as photos of incorrect or damaged items.
• The concern relates to one or more of the following qualifying issues:
  • Incorrect items delivered (wrong toppings, wrong size, wrong order entirely)
  • Missing items from your order
  • Food quality issues (undercooked, spoiled, or otherwise unsafe food)
  • Significant delays in delivery that rendered the food unacceptable
  • Duplicate charges or billing errors
  • Technical errors during checkout resulting in an unintended purchase

3. Timeframes for Refund Requests

Time is an important factor in our ability to investigate and resolve issues. We ask that all refund requests be submitted within the following timeframes:

Requests submitted outside these timeframes may not be eligible for a refund. However, we encourage you to contact us regardless, as we review each situation on a case-by-case basis.

4. Non-Refundable Items and Services

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

• Orders where the customer has already consumed a significant portion of the food without reporting an issue at the time of delivery or pickup.
• Custom-built orders where incorrect information was provided by the customer during ordering.
• Promotional items, free items, or items received as part of a discount offer.
• Delivery fees and service fees, unless the issue was caused by our error or a failure on our part.
• Digital gift cards or promotional credits once redeemed.
• Orders affected by circumstances outside our control, including but not limited to severe weather, road closures, or third-party delivery delays.
• Orders that were delivered to an incorrect address provided by the customer.

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

If you believe you are eligible for a refund, please follow these steps to submit your request:

1. Gather Your Information: Before contacting us, have the following ready:
   • Your order confirmation number
   • The email address used to place the order
   • A clear description of the issue
   • Photos or screenshots, if applicable (especially for food quality issues or wrong items)
2. Contact Our Support Team: Reach out to us using one of the following methods:
   • Email: [email protected]
   • Website: pizzas-mods.rest (via the contact or support page)
3. Submit Your Request: Provide all relevant details about your order and the issue you experienced. Be as specific as possible to help us process your request quickly.
4. Receive a Confirmation: You will receive an acknowledgment of your refund request within 1–2 business days.
5. Review and Resolution: Our team will review your request and may follow up for additional information. We aim to resolve all refund requests within 5–7 business days.
6. Refund Issuance: If your request is approved, the refund will be processed using the original payment method. Please see Section 6 for processing times.

6. Refund Processing Times by Payment Method

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

Please note that while we process refunds promptly on our end, the time it takes for the funds to reflect in your account is subject to your bank or payment provider's policies. We have no control over delays caused by third-party financial institutions.

7. Partial Refunds

In some situations, a partial refund may be more appropriate than a full refund. Partial refunds may be granted under the following circumstances:

• Only certain items in your order were incorrect, missing, or unsatisfactory, and other items were received as expected.
• The food quality issue affected only a portion of the order.
• A delivery delay impacted part of the order (for example, in a large catering order).
• A discount, coupon, or promotional code was applied to the original order, and the refund amount is adjusted accordingly.

The amount of a partial refund will be calculated based on the value of the affected items, minus any applicable fees or charges that are non-refundable. Our customer service team will communicate the refund amount clearly before processing.

8. Exchange Policy

In many cases, rather than issuing a monetary refund, we may offer an exchange or replacement for your order. An exchange or replacement order may be offered when:

• Incorrect items were delivered and a replacement can be prepared and delivered in a timely manner.
• The customer prefers a replacement over a refund.
• The issue can be resolved by remaking the item to the correct specifications.

Exchanges are subject to availability and the practical ability to deliver a replacement within a reasonable timeframe. If a replacement cannot be provided in a satisfactory timeframe, a refund will be offered instead. Customers are not required to accept an exchange and may request a refund if that is their preference.

9. Cancellation Policy

We understand that plans change, and we will do our best to accommodate cancellation requests. However, given the nature of freshly prepared food, there are limitations on when an order can be cancelled:

9.1 Standard Orders (Delivery and Takeout)

• Orders may be cancelled within 5 minutes of placement if food preparation has not yet begun.
• Once food preparation has started, we are unable to cancel the order and a refund will not be issued for change-of-mind cancellations.
• If you need to cancel, contact us immediately at [email protected] or through our website.

9.2 Catering and Advance Orders

• Catering or large advance orders may be cancelled with a full refund if the cancellation is made at least 24 hours before the scheduled delivery or pickup time.
• Cancellations made between 12 and 24 hours before the scheduled time may be eligible for a 50% refund.
• Cancellations made less than 12 hours before the scheduled time are generally not eligible for a refund, as ingredients and preparation resources will have already been committed.

10. Dispute Resolution Process

We hope that all refund concerns can be resolved through our standard customer service process. However, if you feel that your concern has not been adequately addressed, the following steps are available to you:

10.1 Internal Escalation

If you are not satisfied with the initial response from our customer service team, you may request that your concern be escalated to a senior member of our team. Please indicate clearly in your communication that you would like your issue escalated, and we will respond within 3 business days.

10.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute charges with your bank or credit card provider if you believe you have been billed incorrectly. Under the Fair Credit Billing Act (FCBA) and protections provided by the Federal Trade Commission (FTC), you may file a billing dispute with your card issuer. We encourage you to contact us first before initiating a chargeback, as we are committed to resolving issues directly and promptly.

10.3 Consumer Protection Resources

If you believe that your consumer rights have been violated, you may also contact the following resources:

• Federal Trade Commission (FTC): www.ftc.gov
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your state's Attorney General office for local consumer protection matters.

10.4 Informal Dispute Resolution

Before pursuing any formal legal action, we strongly encourage customers to work with us directly to reach a mutually agreeable resolution. The majority of issues can be resolved quickly and amicably through open communication.

11. Food Safety and Health Concerns

If you believe that you experienced a food safety issue after consuming our products, please contact us immediately. Your health and safety are our top priority. We take all food safety concerns seriously and will investigate any reported issues thoroughly. Depending on the nature of the concern, we may request additional details to assist with our internal review. Food safety issues will always be given priority status in our refund and resolution process.

If you believe you are experiencing a medical emergency related to food consumption, please contact emergency services immediately at 911 before contacting us.

12. Policy Updates

Mod Pizza reserves 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 changes. Your continued use of our services following any updates constitutes your acceptance of the revised policy.

13. Contact Information

For all refund-related inquiries, cancellations, or concerns, please contact our customer service team using the information below. We are here to help and will respond to all inquiries as promptly as possible.

This Refund Policy was last updated on April 26, 2026, and is effective as of the same date. This policy is governed by applicable federal and state consumer protection laws of the United States, including the Federal Trade Commission Act and relevant state statutes.