Refund Policy

At Mod Pizza, we are committed to delivering a satisfying dining and ordering experience to every customer. We understand that situations arise where a refund or exchange may be necessary, and we have established this Refund Policy to ensure transparency and fairness in all such matters. Please read this policy carefully before placing an order through our website at modpizzameal.digital.

By placing an order with us, you acknowledge that you have read, understood, and agree to be bound by the terms of this Refund Policy. This policy applies to all orders placed online through our website, over the phone, or through any other officially authorized channel.

1. Eligibility Conditions for Refunds

We want every customer to be fully satisfied with their order. Refunds may be issued under the following conditions:

• Incorrect Order: You received an item that was different from what you ordered (e.g., wrong toppings, wrong size, or wrong menu item).
• Missing Items: One or more items from your order were not included in your delivery or pickup order.
• Food Quality Issues: The food received was of unacceptable quality, including but not limited to being undercooked, overcooked, spoiled, or containing foreign objects.
• Duplicate Charges: You were charged more than once for the same order due to a technical or processing error.
• Order Not Received: Your delivery order was never delivered to the specified address, and our delivery partner has confirmed non-delivery.
• Allergy Concerns: If you clearly specified allergy requirements at the time of ordering and the food delivered contained the allergen you requested to be excluded, you may be eligible for a full refund.

To be eligible for a refund, the issue must be reported within the designated timeframe outlined in Section 2 of this policy. Refund requests submitted outside of this window may not be honored at our discretion.

2. Timeframes for Refund Requests

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

Requests submitted after these timeframes will be reviewed on a case-by-case basis, and we reserve the right to deny refunds for late submissions where evidence can no longer be reasonably verified.

3. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds. These include:

• Consumed Orders: Refunds will not be issued for food that has been substantially or fully consumed, except where a genuine quality complaint is supported by verifiable evidence.
• Change of Mind: Refunds are not available if you simply changed your mind after placing and receiving your order.
• Customized Special Orders: Highly customized catering or special event orders that were prepared as specifically requested are non-refundable unless there is a clear error on our part.
• Promotional or Discounted Items: Items purchased as part of a limited-time promotion or bundled discount may not be eligible for refund unless a verifiable quality or fulfillment issue exists.
• Delivery Fees: Delivery fees are non-refundable unless the order was never delivered due to a fault on our end or that of our delivery partner.
• Service Fees and Taxes: Platform service fees and applicable taxes are generally non-refundable except in cases of full order refunds due to our error.
• Gift Cards and Loyalty Credits: Purchases made with gift cards or redeemed loyalty points are not eligible for cash refunds; credits may be reinstated at our discretion.

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

To submit a refund request, please follow the steps outlined below:

1. Gather Your Order Information: Before contacting us, have your order number, date of purchase, payment method used, and a brief description of the issue ready. If applicable, take clear photographs of the incorrect or unsatisfactory food items.
2. Contact Our Support Team: Reach out to us through one of the following channels:
   • Email: [email protected]
   • Website: modpizzameal.digital
3. Provide Required Details: In your refund request, include the following:
   • Full name associated with the order
   • Order number or confirmation number
   • Date and time of the order
   • Description of the issue
   • Photographic evidence (where applicable)
   • Preferred resolution (refund, replacement, or store credit)
4. Await Confirmation: Once your request is submitted, you will receive an acknowledgment email within 1 business day confirming that your request is under review.
5. Review and Resolution: Our customer service team will investigate your claim and respond with a decision within 3–5 business days. We may contact you for additional information during this period.
6. Refund Issuance: If your refund is approved, it will be processed using the original payment method or as store credit, depending on the nature of the issue and your preference.

5. Refund Processing Times by Payment Method

Once a refund has been approved, the time required to reflect in your account varies depending on your payment method:

Please note that while we process refunds promptly on our end, the actual timing of when the funds appear in your account is subject to your bank or financial institution's processing schedule, which is beyond our control.

6. Partial Refunds

In certain circumstances, we may issue a partial refund rather than a full refund. Partial refunds may apply in the following situations:

• Only a portion of your order was incorrect, missing, or unsatisfactory, while the remainder was delivered as expected.
• You accepted a portion of a catering or bulk order but had a legitimate complaint about specific items within the order.
• You partially consumed a meal before discovering a quality issue — partial refunds in such cases will be determined based on the extent of the issue and the evidence provided.
• A discount or promotional credit was applied to your order — the refund amount will reflect the actual amount paid after discounts.

The exact amount of any partial refund will be communicated to you during the review process, and you will have the opportunity to accept or escalate the resolution through our dispute process outlined in Section 9.

7. Exchange Policy

We offer order replacements as an alternative to refunds where feasible. If your order was incorrect or of unacceptable quality, and you would prefer a replacement rather than a monetary refund, we are happy to accommodate this where operationally possible.

To request an exchange or replacement:

• Contact us within the applicable timeframe (see Section 2) via email at [email protected].
• Specify that you would prefer a replacement order.
• Our team will confirm availability and arrange for the replacement to be prepared and delivered or made available for pickup.

Please note that replacement orders are subject to availability and may not always be possible depending on time of day, location, or menu constraints. In cases where a replacement cannot be arranged, a full refund will be issued instead.

8. Cancellation Policy

We understand that plans change, and we aim to accommodate order cancellations where possible. Please review the following cancellation guidelines:

8.1 Standard Online Orders

Standard orders may be cancelled within 5 minutes of being placed, provided that the order has not yet entered the preparation stage. To cancel, contact us immediately via email or through our website. Once food preparation has begun, cancellations may not be possible, and refunds may be denied or limited.

8.2 Pre-Scheduled Orders

If you have placed an order scheduled for a future date and time, you may cancel it without penalty up to 24 hours before the scheduled time. Cancellations made within 24 hours of the scheduled time may incur a cancellation fee of up to 25% of the order total to cover preparation costs.

8.3 Catering and Large Group Orders

Catering orders require a minimum of 48 hours' notice for cancellation. Cancellations made with less than 48 hours' notice may be subject to a cancellation fee of up to 50% of the order total. Cancellations made with less than 24 hours' notice may not be eligible for any refund, as ingredients and labor will have already been allocated.

8.4 How to Cancel

To cancel an order, contact our customer support team immediately:

• Email: [email protected]
• Website: modpizzameal.digital

Please include your order number and the reason for cancellation in your request.

9. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, you have the right to escalate the matter. We are committed to resolving disputes fairly and promptly.

9.1 Internal Escalation

If your initial refund request was denied or you believe the resolution offered was inadequate, you may request an escalation review by emailing [email protected] with the subject line "Refund Dispute Escalation" and including your original case or order number. A senior member of our customer service team will review your case within 5 business days.

9.2 Chargeback and Credit Card Disputes

If you believe you have been wrongly charged, you have the right to dispute the charge with your credit or debit card issuer. However, we encourage you to first contact us directly to resolve the matter, as we are typically able to reach a resolution faster than the chargeback process. Please be aware that filing a chargeback while a refund is already being processed by us may result in complications or delays.

9.3 Consumer Protection Rights

As a customer in the United States, you are protected under applicable federal and state consumer protection laws, including the Federal Trade Commission (FTC) Act, which prohibits unfair or deceptive business practices. If you believe your consumer rights have been violated, you may file a complaint with the FTC at ftc.gov/complaint or with your state's consumer protection office.

For customers in California, additional protections under the California Consumer Privacy Act (CCPA/CPRA) and the California Consumer Legal Remedies Act may apply.

9.4 Informal Resolution

Before pursuing any formal legal remedy, we strongly encourage you to contact us directly to allow us the opportunity to resolve the issue informally. The majority of disputes are resolved quickly and amicably through direct communication with our customer service team.

10. Fraudulent Claims

11. Policy Amendments

Mod Pizza reserves the right to modify or update this Refund Policy at any time. Any changes will be posted on this page with a revised effective date. We encourage you to review this policy periodically to stay informed of any updates. Continued use of our website or services following the posting of changes constitutes your acceptance of the revised policy.

12. Contact Information

If you have any questions, concerns, or wish to submit a refund request, please do not hesitate to contact us using the information below:

We strive to respond to all refund inquiries within 1 business day and to resolve all cases within 5 business days of receiving a complete request. Your satisfaction is our priority, and we appreciate your trust in Mod Pizza.