Refund Policy

At Mod Pizza, we are committed to delivering exceptional food quality and customer satisfaction. We understand that circumstances may arise where you need to request a refund, modification, or cancellation of your order. This Refund Policy outlines our procedures, eligibility requirements, and timelines to ensure a transparent and fair process for all customers. Please read this policy carefully before placing your order.

By placing an order through our website at pizz-mods.click or through any other channel we operate, you agree to the terms set forth in this Refund Policy. This policy is governed by applicable United States federal and state consumer protection laws, including the Federal Trade Commission (FTC) Act.

1. General Overview

We take pride in the quality of every pizza and food item we prepare. Our team works diligently to ensure that each order meets our high standards. However, if your order does not meet your expectations due to an error on our part, a quality issue, or another qualifying circumstance, we are here to make it right.

Refund requests are evaluated on a case-by-case basis and must be submitted within the applicable timeframes outlined in this policy. We reserve the right to approve, deny, or offer alternative resolutions (such as store credit or a replacement order) at our discretion.

2. Eligibility Conditions for Refunds

To be eligible for a refund, your request must meet one or more of the following conditions:

• Incorrect Order: You received an item that was different from what you ordered (e.g., wrong toppings, wrong size, or wrong item entirely).
• Quality Issues: The food item was undercooked, overcooked, or otherwise not prepared to a safe or acceptable standard.
• Missing Items: One or more items from your order were not included in your delivery or pickup order.
• Damaged Items: The food arrived in a condition that made it unfit for consumption due to packaging failure or handling issues.
• Duplicate Charges: You were charged more than once for the same order due to a technical or payment processing error.
• Order Not Received: Your delivery order was confirmed but never arrived within a reasonable timeframe despite tracking confirmation.
• Allergen Errors: An ingredient was included in your order despite a clearly stated allergy or dietary restriction at the time of ordering.

3. Refund Request Timeframes

All refund requests must be submitted within the applicable timeframes listed below. Requests submitted outside of these windows may not be considered.

We strongly encourage customers to inspect their orders upon receipt and report any issues as soon as possible. Delays in reporting may affect the outcome of your refund request.

4. Non-Refundable Items and Situations

Certain items and situations are not eligible for refunds under this policy. Please review the following carefully:

• Orders that have been fully consumed or substantially consumed before a complaint is reported.
• Custom-built orders that were prepared exactly according to customer specifications.
• Refund requests submitted after the applicable deadline has passed.
• Dissatisfaction based solely on personal taste preferences unrelated to preparation errors.
• Promotional, discounted, or complimentary items provided free of charge.
• Delivery fees charged by third-party delivery platforms (refund eligibility through those platforms is subject to their own policies).
• Tips and gratuities paid to drivers or staff.
• Orders placed through unauthorized third-party resellers or platforms not officially affiliated with Mod Pizza.
• Gift cards, store credit, or loyalty points once redeemed.

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

To initiate a refund request, please follow the steps outlined below. Providing complete and accurate information will help us resolve your issue 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 description of the issue (incorrect item, missing item, quality concern, etc.)
   • Photographic evidence, if applicable (especially for quality or damage issues)
2. Step 2 – Contact Us: Reach out to our customer support team through one of the following methods:
   • Email: [email protected]
   • Website: pizz-mods.click
3. Step 3 – Submit Your Request: In your message, clearly state that you are requesting a refund and include all relevant details gathered in Step 1. Attach any photos or supporting documentation to your email or online submission.
4. Step 4 – Await Confirmation: Our customer service team will acknowledge your request within 1–2 business days and may follow up with additional questions to verify your claim.
5. Step 5 – Resolution: Once your request has been reviewed and approved, we will notify you of the outcome and initiate the refund, replacement, or store credit as applicable.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes for the funds to be returned to you depends on your original payment method. Please refer to the table below for estimated processing times:

Please note that while we process refunds on our end within the timeframes above, your bank or financial institution may have its own processing timelines that are beyond our control. If you have not received your refund after the maximum estimated time, please contact your bank first, then reach out to us if the issue persists.

7. Partial Refunds

In some situations, a partial refund may be offered rather than a full refund. Partial refunds may be appropriate when:

• Only one or a few items in a multi-item order were affected by an error or quality issue.
• The order was partially consumed before the issue was identified.
• A portion of the order was incorrect, but the remainder was correctly fulfilled.
• A discount, coupon, or promotional credit was applied to the order at the time of purchase.
• The issue reported was minor and did not render the entire order unusable or inedible.

The amount of the partial refund will be calculated based on the value of the affected item(s) minus any applicable discounts, fees, or promotions applied to the original order.

8. Exchange Policy

Where a refund may not be the most suitable resolution, we may offer an exchange or replacement as an alternative. Our exchange policy works as follows:

• Replacement Orders: If your order contained an incorrect or defective item, we may offer to prepare and deliver a replacement at no additional charge, subject to availability and location-based operational considerations.
• Store Credit Exchange: In lieu of a monetary refund, we may offer store credit of equal or greater value to the affected item, which can be applied to a future order.
• Item Substitution: If a specific item is unavailable at the time of replacement, we may offer a comparable substitute of equal or greater value.

Exchanges and replacements are subject to the same eligibility conditions and timeframes as refunds. We reserve the right to determine the most appropriate resolution based on the nature of the issue reported.

9. Cancellation Policy

We understand that plans can change. Below is our policy for order cancellations:

9.1 Standard Orders

Standard food orders can be cancelled and refunded in full only if the cancellation is requested before the order enters preparation. Once our kitchen team begins preparing your order, cancellation may not be possible, and a refund may not be issued.

• Online orders: Cancellation must be requested within 5 minutes of order placement.
• In-store orders: Cancellation must be requested before food preparation begins.

9.2 Catering and Large Group Orders

For catering orders or orders for large groups, the following cancellation terms apply:

• More than 48 hours before scheduled delivery: Full refund issued.
• Between 24 and 48 hours before scheduled delivery: 50% refund issued; the remainder is retained as a cancellation fee to cover preparation costs already incurred.
• Less than 24 hours before scheduled delivery: No refund will be issued, as significant preparation and resource allocation will have already occurred.

9.3 Scheduled Future Orders

If you have placed an order scheduled for a future date or time, you may cancel and receive a full refund up to 24 hours before the scheduled fulfillment time. Cancellations made within the 24-hour window are subject to the standard cancellation policy terms above.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we encourage you to follow the dispute resolution process outlined below:

1. Internal Escalation: Contact our customer support team again and request that your case be escalated to a senior customer service representative or manager. Please reference your original case or ticket number when doing so.
2. Written Dispute: If the escalated review does not resolve the issue to your satisfaction, you may submit a formal written dispute to our email address at [email protected] with the subject line "Formal Dispute – [Your Order Number]." We will respond within 5 business days.
3. Chargeback Rights: You may have the right to initiate a chargeback through your bank or credit card issuer if you believe you have been wrongfully charged. We comply fully with all chargeback processes and will provide documentation to support the investigation as required by your financial institution.
4. FTC Complaint: Customers in the United States also have the right to file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov if they believe their consumer rights have been violated.
5. State Consumer Protection Agencies: Depending on your state of residence, you may also have the right to file a complaint with your state's consumer protection office. Customers in California may additionally reference their rights under the California Consumer Privacy Act (CCPA/CPRA) where applicable.

11. Fraud Prevention

Mod Pizza takes fraudulent refund claims seriously. We monitor refund requests for patterns of abuse, including but not limited to, repeated claims of missing or incorrect items with no supporting evidence, or requests that appear to be made in bad faith. We reserve the right to deny refund requests that we reasonably believe to be fraudulent or abusive, and to take appropriate action, including suspending or terminating the account associated with such activity.

12. Policy Updates

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

13. Contact Information

For all refund requests, questions, or concerns related to this policy, please contact our customer support team using the information below. We are happy to assist you and will respond as promptly as possible during our business hours.

This Refund Policy was last reviewed and updated on March 28, 2026. All rights reserved by Mod Pizza.