Refund Policy

Effective Date: April 1, 2026 | Last Updated: April 1, 2026

1. Introduction

Thank you for choosing us for your food order. We are committed to delivering high-quality food products and a satisfying customer experience. We understand that issues can occasionally arise — whether it's an incorrect order, a quality concern, or a delivery problem — and we want to make the resolution process as straightforward as possible.

This Refund Policy applies to all purchases and orders made through our website pizz-mods.top or any associated ordering platform. By placing an order with us, you agree to the terms outlined in this policy. Please read it carefully before completing your purchase.

This policy is governed by the laws of the United States, including applicable consumer protection regulations enforced by the Federal Trade Commission (FTC) under the FTC Act, as well as relevant state-level consumer protection statutes.

2. Eligibility Conditions for Refunds

We strive to resolve every customer concern fairly and promptly. A refund may be issued under the following circumstances:

• Incorrect Order: You received items that do not match what you ordered (wrong toppings, wrong size, wrong items).
• Missing Items: One or more items from your order were not included in your delivery or pickup order.
• Food Quality Issues: The food delivered was undercooked, spoiled, contaminated, or otherwise unfit for consumption.
• Significant Delivery Delay: Your order arrived significantly later than the estimated delivery time, rendering the food unsuitable for consumption.
• Order Not Received: Your order was never delivered despite confirmation of a delivery attempt, and no resolution was provided by the delivery service.
• Duplicate Charges: Your payment method was charged more than once for the same order.
• Unauthorized Transaction: A charge appeared on your account that you did not authorize.

To be eligible for a refund, you must contact us within the timeframe specified in Section 3 below and provide sufficient evidence of the issue (such as photos, order confirmation numbers, or a description of the problem).

3. Timeframes for Refund Requests

Time is an important factor when dealing with food-related refund requests. Please note the following deadlines:

Requests submitted outside these timeframes may not be eligible for a full refund. However, we encourage you to contact us regardless, as we evaluate each situation individually and may offer store credit or a partial resolution at our discretion.

4. Non-Refundable Items and Situations

While we aim to be as accommodating as possible, the following situations are generally not eligible for a refund:

• Change of Mind: Refunds are not provided simply because you changed your mind after placing and receiving a correctly prepared order.
• Customization Errors by the Customer: If you made an error during the ordering process (e.g., selected the wrong size, wrong toppings, or wrong quantity), and the order was prepared exactly as submitted, a refund may not be issued.
• Consumed Orders: Refunds will not be granted for orders that have been substantially consumed, unless a verifiable quality issue is documented.
• Promotional or Discounted Items: Items purchased using special promotional pricing, discount codes, or limited-time offers may not be eligible for refunds unless there is a genuine quality or delivery issue.
• Delivery Address Errors: If an incorrect delivery address was provided at the time of ordering, resulting in a failed delivery, we are not liable for a refund.
• Third-Party Delivery Issues: If your order was fulfilled through a third-party delivery platform and the issue originates solely from that platform's service, you may be directed to resolve the issue directly with that platform.
• Late Cancellations: Orders cancelled after food preparation has begun are not eligible for a full refund (see Section 8 for cancellation details).

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

Requesting a refund is simple. Please follow these steps to ensure your request is processed as quickly as possible:

1. Step 1 — Gather Your Information: Before contacting us, have the following ready:
   • Your order confirmation number or receipt
   • The date and time of your order
   • A clear description of the issue
   • Photos of the food or packaging (if applicable)
   • The payment method used
2. Step 2 — Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: pizz-mods.top
3. Step 3 — Submit Your Request: When contacting us, include all the information gathered in Step 1. Clearly state that you are requesting a refund and explain the reason for your request. Attach any supporting photos or documents where possible.
4. Step 4 — Await Confirmation: Once we receive your refund request, we will send you an acknowledgment within 1 business day. Our team will review the details and may follow up with additional questions.
5. Step 5 — Resolution: We aim to resolve all refund requests within 3–5 business days of receiving complete information. You will be notified of our decision via the email address associated with your order.

6. Refund Processing Times by Payment Method

Once a refund is approved, the time it takes for the funds to appear in your account depends on your payment method:

7. Partial Refunds

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

• Only a portion of your order was incorrect, missing, or unsatisfactory.
• The food quality issue affected only part of your order (e.g., one of two pizzas was unsatisfactory).
• A significant portion of the order was consumed before the issue was reported.
• The order was partially cancelled before preparation was complete.
• Promotional discounts or credits were applied to the original order, reducing the refundable amount.

The amount of a partial refund will be determined at our discretion based on the nature and extent of the reported issue. We will communicate the proposed partial refund amount to you prior to processing and provide an explanation of how we calculated the refund.

8. Cancellation Policy

We begin preparing food orders almost immediately after they are placed to ensure freshness and timely delivery. For this reason, our cancellation window is very limited:

8.1 Eligible Cancellations

• Orders may be cancelled for a full refund only within 5 minutes of being placed, provided that food preparation has not yet begun.
• To cancel an order, contact us immediately at [email protected] or through the contact options on pizz-mods.top.

8.2 Late Cancellations

• If your order has already entered preparation when you request a cancellation, a full refund may not be possible.
• In such cases, we may offer a partial refund or store credit at our discretion, depending on how far along the preparation process is.

8.3 Cancellations Due to Unavailable Items

• If we are unable to fulfill your order due to ingredient unavailability or operational issues, we will notify you promptly and issue a full refund within the applicable processing timeframe.

9. Exchange Policy

Because of the perishable nature of food products, traditional exchanges (returning one product for another) are not always practical. However, we handle exchanges as follows:

• Incorrect Items Received: If you received the wrong items due to our error, we will arrange for a replacement order at no additional charge (subject to availability and location), or issue a full refund for the incorrect items.
• Quality Issues: If your food does not meet our quality standards, we may offer to remake your order or provide a credit toward a future order.
• Customer-Ordered Incorrectly: If you ordered the wrong item and have not yet received your order, please contact us immediately. If the order has not yet been prepared, we will do our best to accommodate a change, though this cannot be guaranteed.

All exchange requests are subject to the same eligibility conditions and timeframes outlined in Sections 2 and 3 of this policy.

10. Dispute Resolution Process

We are committed to resolving all customer concerns in a fair, transparent, and timely manner. If you are not satisfied with the outcome of your refund or exchange request, you may escalate the matter through the following process:

10.1 Internal Escalation

If you believe your initial refund request was not handled appropriately, you may request an escalation by emailing [email protected] with the subject line "Refund Dispute — Escalation Request." Please include your original order number, the details of your initial request, and a clear explanation of why you believe the resolution was unsatisfactory. A senior member of our customer service team will review your case and respond within 5 business days.

10.2 Chargeback Rights

Under US consumer protection law and the rules of major payment networks (Visa, Mastercard, American Express, Discover), you have the right to dispute a charge with your bank or credit card issuer if you believe a transaction was unauthorized or if we failed to provide the service paid for. We encourage you to contact us first to resolve disputes directly, as chargebacks can take significantly longer to process.

10.3 FTC and Consumer Protection Agencies

If you believe your consumer rights have been violated, you may file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or contact your state's consumer protection office. We fully cooperate with regulatory inquiries and are committed to compliance with all applicable federal and state consumer protection laws.

10.4 Informal Mediation

Before pursuing formal legal action, both parties agree to attempt to resolve disputes through good-faith negotiation or informal mediation. Please contact us directly so that we have an opportunity to address your concern before any formal proceedings are initiated.

11. Store Credit

In some cases, rather than a monetary refund, we may offer store credit as a resolution. Store credit may be issued under the following conditions:

• The refund request does not meet the eligibility criteria for a monetary refund but warrants some form of goodwill compensation.
• The customer prefers store credit over a monetary refund.
• A partial resolution is agreed upon between the customer and our support team.

Store credit is valid for 12 months from the date of issuance and may be applied to future orders placed through pizz-mods.top. Store credit is non-transferable and has no cash value.

12. Policy Updates

We reserve the right to update or modify this Refund Policy at any time. Changes will be effective upon posting to our website at pizz-mods.top. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage you to review this policy periodically. Continued use of our services after any changes constitutes your acceptance of the updated policy.

13. Contact Information

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