Refund Policy

Effective Date: May 6, 2026 | Last Updated: May 6, 2026

1. Overview

At Jet's Pizza, customer satisfaction is our top priority. We are committed to delivering high-quality food products and exceptional service with every order. We understand, however, that situations may arise where a refund or order correction is necessary. This Refund Policy has been designed to clearly outline your rights as a customer, the conditions under which refunds are granted, and the procedures you must follow to request one.

This policy applies to all orders placed through our website food-jetspizza.click, by phone, or through any authorized third-party platform associated with our business. Please review all sections carefully so that you understand what to expect in the event of an issue with your order.

2. Eligibility Conditions for Refunds

Refunds may be issued under the following circumstances:

• Incorrect Order: You received an item that does not match what you ordered (e.g., wrong pizza toppings, wrong size, wrong crust type).
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food was undercooked, overcooked, or otherwise unfit for consumption upon receipt.
• Damaged or Spoiled Food: The food arrived in a condition that made it unsafe or unsuitable to eat, due to a handling error on our part.
• Significant Delivery Delay: Your delivery arrived substantially later than the estimated delivery time provided at the time of purchase, rendering the food unsatisfactory.
• Duplicate Charges: You were charged more than once for the same order due to a technical error or payment processing issue.
• Order Cancellation Before Preparation: You cancelled your order before it entered the preparation stage (see Section 8 for full cancellation terms).

To be eligible for a refund, you must provide sufficient evidence of the issue, including but not limited to photos of the food, a description of the problem, and your order number. Refund requests that cannot be verified may be denied or subject to further review.

3. Timeframes for Refund Requests

All refund requests must be submitted within the following timeframes to be considered valid:

Requests submitted outside of these timeframes may not be honored. We strongly encourage customers to inspect their orders upon receipt and contact us immediately if any issues are identified.

4. Non-Refundable Items and Services

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

• Change of Mind: Orders that have already been prepared or delivered are not eligible for refunds based solely on a change of preference or mind.
• Customization Errors by Customer: If you made an incorrect selection during the ordering process (e.g., selected the wrong toppings or size), the order may not qualify for a full refund, though we may offer a partial credit at our discretion.
• Promotional or Discounted Items: Items purchased as part of a limited-time promotion, bundle deal, or special discount may be subject to reduced or no refund eligibility, as specified in the promotional terms.
• Delivery Fees: Delivery charges are generally non-refundable unless the refund is granted due to a significant delivery delay or failure caused entirely by our delivery team.
• Digital Gift Cards or Vouchers: Once redeemed, digital gift cards and promotional vouchers are non-refundable and cannot be exchanged for cash.
• Partially Consumed Orders: Food items that have been substantially consumed will not be eligible for a full refund. Partial refunds may be considered on a case-by-case basis (see Section 7).

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

To submit a refund request, please follow these steps carefully:

1. Step 1 — Gather Your Information: Locate your order confirmation number, the date and time of your order, and the payment method used. Take clear photographs of the issue (e.g., incorrect item, damaged food) if applicable.
2. Step 2 — Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: food-jetspizza.click
3. Step 3 — Provide Details: In your refund request, include the following information:
   • Full name and contact information
   • Order number and date
   • Description of the issue or reason for the refund request
   • Photographs or supporting documentation (where applicable)
   • Your preferred refund method (original payment method or store credit)
4. Step 4 — Await Confirmation: Our team will acknowledge your request within 1–2 business days and may follow up with additional questions or requests for information 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 or replacement process as applicable.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to process and receive your refund will depend on your original payment method, as outlined in the table below:

Please note that while we process refunds on our end within the stated timeframes, the actual posting of funds to your account may be subject to your bank's or financial institution's processing schedule. We are not responsible for delays caused by third-party financial institutions.

7. Partial Refunds

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

• Only a portion of your order was incorrect or missing, and the remaining items were satisfactory.
• The food was partially consumed before the issue was identified and reported.
• A promotional discount was applied to the order, and the refund is calculated based on the actual amount paid.
• A delivery fee is non-refundable but the food items qualify for a refund.
• A customer error contributed to the issue, and a shared-responsibility determination is made by our support team.

The amount of a partial refund will be determined by our customer support team based on a fair assessment of the specific circumstances. We are committed to reaching a resolution that is equitable for both parties.

8. Exchange Policy

In some cases, rather than issuing a monetary refund, we may offer to replace or re-make your order. An exchange or replacement will be offered when:

• An incorrect item was delivered and the correct item can be prepared and delivered within a reasonable timeframe.
• A food quality issue is identified and re-making the item is a practical solution.
• You prefer a replacement over a refund, and the request is made within the eligible timeframe.

Replacement orders are subject to availability and store operating hours. We cannot guarantee a replacement outside of business hours or if specific ingredients are unavailable. If a replacement is not feasible, a full or partial refund will be offered as an alternative.

Please note that replacements are offered once per order per incident. If a replacement is provided and you subsequently experience an issue with the replacement order, a refund rather than a second replacement will be the appropriate resolution.

9. Cancellation Policy

We understand that plans change, and we will do our best to accommodate cancellation requests. However, due to the nature of freshly prepared food, our ability to cancel an order is time-sensitive.

9.1 Orders Placed Online or by Phone

• Within 5 minutes of placing the order: You may request a cancellation and receive a full refund, provided that preparation has not yet begun.
• After 5 minutes or once preparation has started: Cancellations may not be possible, and refunds will not be issued. In exceptional circumstances, store credit may be offered at the discretion of our management team.

9.2 Scheduled or Pre-Orders

If you placed a scheduled or future order, cancellations must be requested at least 60 minutes before the scheduled preparation time to receive a full refund. Cancellations made within 60 minutes of the scheduled time may not be honored, and refunds may be denied.

9.3 Large Group or Catering Orders

For large group orders, party platters, or catering-related orders, cancellations must be submitted at least 24 hours in advance of the scheduled delivery or pickup time. Cancellations made within 24 hours of a large order may result in a cancellation fee or partial refund, depending on the stage of preparation and the cost of ingredients already utilized.

10. Dispute Resolution Process

If you are unsatisfied with the outcome of your refund request or believe your claim was not handled appropriately, you have the right to escalate the matter through the following dispute resolution process:

10.1 Internal Escalation

Contact our customer support team at [email protected] and request that your case be escalated to a senior representative or store manager. Please include your original case or ticket number for reference. We will aim to resolve escalated disputes within 3–5 business days.

10.2 Chargeback or Payment Dispute

If you believe you have been charged incorrectly and we have been unable to resolve the matter, you retain the right to file a dispute or chargeback with your bank or credit card provider. We encourage you to attempt to resolve the issue directly with us before initiating a chargeback, as this allows for a faster and more straightforward resolution.

10.3 Consumer Protection Agencies

As a consumer in the United States, you have the right to contact the following agencies if you believe your consumer rights have been violated:

• Federal Trade Commission (FTC): www.ftc.gov — for complaints related to unfair or deceptive business practices.
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov — for billing or payment-related disputes.
• Your State Attorney General's Office: For state-specific consumer protection complaints. If you are located in California, the California Consumer Privacy Act (CCPA/CPRA) may provide additional rights regarding your transaction data.
• Better Business Bureau (BBB): www.bbb.org — to file a complaint and seek mediation.

10.4 Informal Mediation

Prior to pursuing formal legal action, both parties agree to attempt to resolve any dispute through good-faith negotiation or informal mediation. This does not limit your statutory rights as a consumer under applicable federal or state law.

11. Policy Amendments

Jet's Pizza reserves the right to update, modify, or amend this Refund Policy at any time without prior notice. Changes will be effective immediately upon posting to our website at food-jetspizza.click. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage customers to review this policy periodically to stay informed of any changes.

Continued use of our services following any changes to this policy constitutes your acceptance of the revised terms.

12. Governing Law

This Refund Policy is governed by the laws of the United States of America and applicable state laws where the transaction occurred. Any legal disputes arising from this policy shall be subject to the jurisdiction of the appropriate federal or state courts. Consumer rights under the FTC Act and any applicable state consumer protection statutes are expressly preserved and are not waived by this policy.

13. Contact Information for Refund Requests

If you need to submit a refund request, have a question about your order, or wish to discuss any aspect of this policy, please do not hesitate to reach out to our customer support team. We are here to help and are committed to resolving your concerns promptly and professionally.