Refund Policy

Effective Date: March 27, 2026  |  Last Updated: March 27, 2026

1. Introduction

At Mod Pizza (operated via pizzamod.top), customer satisfaction is our top priority. We understand that issues can occasionally arise with food orders, and we are committed to resolving any problems in a fair, timely, and transparent manner. This Refund Policy governs all purchases made through our website and is subject to applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act.

By placing an order through our website or affiliated services, you agree to the terms outlined in this policy. If you have any questions before placing an order, please contact us at [email protected].

2. Eligibility for Refunds

We want to make the refund process as straightforward as possible. You may be eligible for a full or partial refund under the following conditions:

• Incorrect Order: You received an item that does not match what you ordered (wrong toppings, wrong size, wrong item).
• Missing Items: One or more items from your order were missing upon delivery or pickup.
• Food Quality Issues: The food was demonstrably undercooked, spoiled, contaminated, or otherwise unfit for consumption upon receipt.
• Duplicate Charges: You were charged more than once for the same order due to a payment processing error.
• Order Not Delivered: Your delivery order was never received, and no delivery attempt was made within the stated time window.
• Significant Delay: Your order was delayed substantially beyond the estimated delivery time with no prior notification.
• Allergen Concerns: Your order contained an allergen that you specified must be excluded, posing a health risk.

To be eligible for a refund, you must report the issue within the timeframe specified in Section 3 below and provide adequate documentation as described in Section 5.

3. Refund Request Timeframes

Timely reporting is essential for us to investigate and resolve your concern effectively. Please observe the following deadlines:

4. Non-Refundable Items and Circumstances

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

• Orders that have been partially or fully consumed without a valid quality complaint.
• Changes in personal taste preferences after an order is placed (e.g., you ordered a specific pizza but no longer want it).
• Incorrect delivery address or contact information provided by the customer at the time of ordering.
• Delivery delays caused by circumstances beyond our control, including but not limited to severe weather, traffic incidents, or acts of nature.
• Promotional or discounted items, unless the item itself is defective or incorrect.
• Delivery fees, except in cases where the order was never delivered due to our error.
• Orders where the customer was unavailable to receive delivery after multiple contact attempts.
• Gift cards or promotional credits once redeemed.
• Customization requests that were accurately fulfilled (e.g., extra spice, specific toppings) but did not meet the customer's expectation after delivery.

5. How to Request a Refund

Follow the step-by-step process below to submit your refund request:

1. Step 1 – Gather Your Information: Before contacting us, please have the following ready:
   • Your order confirmation number
   • The email address used to place the order
   • Date and time of delivery or pickup
   • A clear description of the issue
   • Photographic evidence of the problem (if applicable — e.g., wrong item, food quality issue)
2. Step 2 – Contact Us: Reach out to our customer support team via one of the following methods:
   • Email: [email protected]
   • Website: pizzamod.top (via the Contact Us page)
3. Step 3 – Submit Your Request: In your message, clearly state:
   • That you are requesting a refund
   • Your order number and the nature of the issue
   • Your preferred resolution (full refund, partial refund, or store credit)
   • Attach any supporting photographs or evidence
4. Step 4 – Await Confirmation: You will receive an acknowledgment email within 1 business day confirming that your request has been received and is under review.
5. Step 5 – Review and Decision: Our team will investigate your claim and contact you with a resolution decision within 3–5 business days. In some cases, additional information may be requested.
6. Step 6 – Refund Issued: If your refund is approved, it will be processed according to the timelines outlined in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to appear in your account depends on your original payment method:

Please note that while we process refunds promptly on our end, your financial institution may take additional time to post the credit to your account. We are not responsible for delays caused by your bank or payment provider.

7. Partial Refunds

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

• Only some items in the order were incorrect or missing (you will be refunded for those specific items only).
• The food quality issue affected only part of your order.
• A promotional discount was applied to your order; refunds will reflect the actual amount paid for the affected items, not the full listed price.
• The customer contributed to the problem (e.g., provided an incomplete delivery address that caused a delay).
• The order was substantially correct but did not meet expectations in a minor way.

The amount of any partial refund will be communicated to you before it is processed, and you will have the opportunity to accept the partial refund or escalate your case for further review.

8. Exchange Policy

Because our products are freshly prepared food items, traditional "exchanges" are handled differently than retail merchandise. If you received an incorrect item, we will offer one of the following remedies at our discretion and based on the circumstances:

• Replacement: We will prepare and deliver or arrange pickup of the correct item at no additional charge, subject to operational availability and your location.
• Store Credit: If a replacement cannot be arranged in a timely manner, we may offer equivalent store credit toward a future order.
• Refund: If neither a replacement nor store credit is acceptable to you, a refund will be processed per the terms of this policy.

Requests for replacements must be made within 2 hours of receiving your original order. We cannot guarantee the availability of a replacement order at all times.

9. Cancellation Policy

We begin preparing your order as quickly as possible after it is placed. As a result, our cancellation window is limited:

9.1 Before Preparation Begins

If you need to cancel your order, please contact us immediately after placing it. If your order has not yet entered the preparation stage, we will cancel it and issue a full refund. You can request a cancellation by emailing [email protected] with your order number and the subject line "Order Cancellation Request."

9.2 After Preparation Has Begun

Once your order has entered the preparation stage, cancellation is generally not possible, as the food is being freshly made. In this case, no refund will be issued unless the order falls under one of the eligible refund conditions described in Section 2.

9.3 Delivery Cancellations

If your order is in transit for delivery and you wish to cancel, cancellation is not possible at that stage. If the delivery is not received due to circumstances within our control, you will be eligible for a full refund under Section 2.

9.4 Scheduled Orders

If you placed a scheduled order for a future date and time, cancellations are accepted up to 2 hours before the scheduled preparation time. Cancellations made within the 2-hour window may not be eligible for a full refund if preparation has already begun.

10. Dispute Resolution

We are committed to resolving all refund-related disputes fairly and efficiently. If you are not satisfied with the outcome of your refund request, you may escalate the matter through the following process:

10.1 Internal Escalation

If you believe your refund request was not handled appropriately, you may request a second review by emailing [email protected] with the subject line "Refund Escalation — [Your Order Number]." Please include all prior correspondence and any additional supporting evidence. A senior member of our team will review your case within 5 business days.

10.2 Chargeback / Credit Card Dispute

You have the right to initiate a chargeback through your credit card issuer or bank if you believe you were charged incorrectly. However, we kindly request that you contact us first and allow us the opportunity to resolve the issue before initiating a chargeback. Unauthorized or fraudulent chargebacks may result in suspension of your account.

10.3 Consumer Protection Agencies

If you remain dissatisfied after exhausting our internal resolution process, you may file a complaint with:

• Federal Trade Commission (FTC): www.ftc.gov or 1-877-FTC-HELP
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your state's Attorney General office or consumer protection division

10.4 Governing Law

This Refund Policy is governed by the laws of the United States. Any disputes arising under this policy shall be subject to the jurisdiction of the applicable courts in the United States, in accordance with the Federal Trade Commission Act and other applicable federal and state consumer protection statutes.

11. Fraud Prevention

We take the integrity of our refund process seriously. Any customer found to be submitting false, misleading, or fraudulent refund claims — including fabricating evidence, misrepresenting circumstances, or repeatedly abusing the refund system — may have their account suspended or permanently banned, and the matter may be referred to appropriate authorities. We reserve the right to deny refund requests that we determine in good faith to be fraudulent or abusive.

12. Policy Updates

We reserve the right to update or modify this Refund Policy at any time. Changes will be posted on this page with the updated effective date. We encourage you to review this policy periodically. Continued use of our website and services after changes are posted constitutes your acceptance of the revised policy.

13. Contact Information

For all refund-related inquiries, please contact our customer support team using the details below: