Refund Policy

At Mod Pizza, we are committed to delivering a high-quality food experience to every customer. We understand that sometimes orders may not meet your expectations, and we have established this Refund Policy to address those situations fairly and transparently. Please read this policy carefully before placing an order through our website at modpizza-food.click.

By placing an order with us, you agree to the terms outlined in this Refund Policy. This policy applies to all purchases made through our website and is governed by applicable consumer protection laws in the United States, including regulations enforced by the Federal Trade Commission (FTC) under the FTC Act.

1. Our Commitment to Customer Satisfaction

Mod Pizza takes pride in every order we prepare. Our goal is to ensure that every item you receive meets our high standards of quality, accuracy, and freshness. If your order falls short of these standards, we encourage you to reach out to us so we can make it right. Customer satisfaction is our top priority, and we handle all refund and replacement requests with care and urgency.

Because our products are freshly prepared food items, refund eligibility is subject to specific conditions outlined below. We ask that all customers review these conditions before submitting a refund request.

2. Eligibility Conditions for Refunds

Not all orders automatically qualify for a refund. To be eligible for a refund, your situation must meet one or more of the following conditions:

• Incorrect Order: You received items that differ significantly from what you ordered (wrong toppings, wrong size, wrong item entirely).
• Missing Items: One or more items from your order were not included in your delivery or pickup.
• Food Quality Issues: The food was undercooked, spoiled, or otherwise unfit for consumption at the time of receipt.
• Allergic Reaction Risk: An allergen was included in your order despite being clearly noted as an allergy concern during the ordering process.
• Order Never Delivered: Your delivery order was confirmed but never arrived, and this has been verified through our system.
• Duplicate Charges: You were charged more than once for the same order due to a technical error.
• Unauthorized Transactions: A charge was made to your account without your authorization.

All refund requests are subject to review and verification by our customer service team. We reserve the right to request photographic evidence or additional details to process your claim.

3. Timeframes for Refund Requests

To ensure prompt resolution, all refund requests must be submitted within the following timeframes:

Requests submitted outside of these timeframes may not be eligible for a refund. We strongly encourage customers to inspect their orders immediately upon receipt and contact us as soon as any issue is identified.

4. Non-Refundable Items and Situations

Certain situations and items are not eligible for refunds. These include, but are not limited to:

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

If you believe your order qualifies for a refund, please follow these steps to submit your request:

1. Step 1 – Gather Your Information: Locate your order confirmation number, the date and time of the order, and your payment method details. If applicable, take clear photographs of the issue (e.g., incorrect item, poor food quality).
2. Step 2 – Contact Our Support Team: Reach out to us via email at [email protected] or through the contact form available on our website at modpizza-food.click.
3. Step 3 – Describe the Issue: In your message, clearly explain the nature of the problem. Include your full name, order number, contact information, and a description of the issue. Attach any relevant photographs or documentation.
4. Step 4 – Await Confirmation: Our customer service team will acknowledge receipt of your request within 1 business day and may follow up with questions to verify the claim.
5. Step 5 – Review and Decision: We will complete our review within 3 to 5 business days of receiving all necessary information. You will be notified of the outcome via email.
6. Step 6 – Refund Issuance: If your refund is approved, it will be processed according to the timelines outlined in Section 6 of this policy.

6. Refund Processing Times by Payment Method

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

Please note that while we process refunds promptly on our end, the actual time for funds to appear in your account is determined by your financial institution or payment provider and may vary. Mod Pizza is not responsible for delays caused by banks or third-party payment processors.

7. Partial Refunds

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

• Only some items in an order were affected (e.g., one missing item out of a multi-item order).
• The food quality issue affected only part of the order while the remainder was satisfactory.
• A delivery fee or service charge is deemed non-refundable in cases where the order was otherwise successfully delivered.
• A customer partially consumed the order before identifying an issue.
• Promotional discounts were applied to the original order, reducing the refundable amount.

The amount of any partial refund will be communicated to you clearly before processing. You will have the opportunity to accept the partial refund or request further review before a final decision is made.

8. Exchange Policy

Due to the perishable and freshly prepared nature of our food products, traditional exchanges (returning a physical item for a replacement) are generally not available. However, we do offer the following remedies in lieu of an exchange:

• Order Replacement: In cases of incorrect or missing items, we may offer to prepare and deliver a replacement item at no additional charge, subject to availability and location.
• Store Credit: We may issue store credit equivalent to the value of the affected item(s), redeemable on a future order at modpizza-food.click.
• Monetary Refund: As outlined in the sections above, a monetary refund to your original payment method may be issued where applicable.

The remedy offered will depend on the nature of the issue, the timing of the request, and the feasibility of replacement. Our customer service team will work with you to find the most appropriate solution.

9. Cancellation Policy

We understand that plans change. However, because our food is prepared fresh and quickly after an order is placed, cancellations are subject to strict time limitations.

9.1 Eligible Cancellations

You may cancel your order and receive a full refund if:

• Your cancellation request is submitted within 5 minutes of placing the order, and the order has not yet entered the preparation stage.
• There is an unexpected closure of the relevant location or service area that prevents fulfillment of your order.
• We are unable to fulfill your order due to inventory or operational issues on our end.

9.2 Non-Eligible Cancellations

Cancellations will not be accepted, and refunds will not be issued, in the following cases:

• The order has already entered the preparation or cooking stage.
• The order is already out for delivery.
• The cancellation request is submitted more than 5 minutes after the order was placed.
• The customer is unavailable to receive the delivery after it has been dispatched.

To request a cancellation, please contact us immediately at [email protected] with your order number and the reason for cancellation. Cancellation requests are processed in the order they are received.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, you have the right to escalate your concern through the following process:

10.1 Internal Escalation

If you disagree with the initial decision made by our customer service team, you may request that your case be escalated to a senior customer relations representative. To do so, reply to the email notification of your decision and include the subject line: "Refund Escalation – [Your Order Number]". Escalated cases will be reviewed within 5 additional business days.

10.2 Chargeback Rights

You retain the right to contact your bank or credit card issuer to dispute a charge if you believe you have been wrongfully charged. However, we encourage you to attempt resolution directly with us first, as this is often the fastest way to resolve the issue. Fraudulent chargebacks — where a refund has already been issued — may result in your account being suspended and could be subject to legal action.

10.3 Consumer Protection Agencies

If you believe our practices are in violation of applicable consumer protection laws, you may file a complaint with:

• The Federal Trade Commission (FTC): www.ftc.gov
• Your State Attorney General's Office – particularly if you are located in a state with specific consumer protection statutes (e.g., California consumers may also reference the California Consumer Protection Act).
• The Better Business Bureau (BBB): www.bbb.org

11. Fraud Prevention

Mod Pizza is committed to maintaining the integrity of our refund process. We actively monitor for patterns of refund abuse or fraudulent activity. If we detect suspicious behavior — including but not limited to repeated refund requests for unverifiable claims, multiple accounts used to exploit our policy, or false statements made to obtain refunds — we reserve the right to:

• Deny the refund request.
• Suspend or terminate the customer's account.
• Report suspected fraud to appropriate authorities.

We appreciate the trust of our honest customers and are committed to protecting the integrity of our operations for everyone.

12. Policy Updates

Mod Pizza reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on our website at modpizza-food.click with an updated effective date. Continued use of our services following any changes constitutes your acceptance of the updated policy. We encourage you to review this page periodically.

13. Contact Information for Refund Requests

For all refund-related inquiries, please contact our customer support team using the information below. We are committed to responding to all inquiries promptly and professionally.

This Refund Policy was last updated on May 9, 2026 and is effective as of the same date. This policy applies to all orders placed through modpizza-food.click and is subject to the laws of the United States of America.