Refund Policy

Effective Date: May 22, 2026 | Last Updated: May 22, 2026

1. Introduction

At Mod Pizza, customer satisfaction is our top priority. We are committed to providing high-quality food products and an exceptional dining experience. We understand that situations may arise where a refund or exchange is necessary, and we have established this Refund Policy to ensure a fair and transparent process for all our customers.

This policy applies to all orders placed online through our website modpizzafood.rest, via phone, or in-person at our location. If you have any questions or concerns about a recent order, we encourage you to contact us promptly so we can assist you in a timely manner.

This Refund Policy is governed by applicable United States federal and state consumer protection laws, including the Federal Trade Commission (FTC) Act and applicable state regulations.

2. Eligibility Conditions for Refunds

We want every customer to be fully satisfied with their Mod Pizza experience. Refunds may be granted under the following eligibility conditions:

• Incorrect Order: You received an order that does not match what was placed, including wrong items, missing items, or incorrect customizations.
• Food Quality Issues: The food received was undercooked, overcooked, spoiled, or otherwise not meeting reasonable quality standards at the time of delivery or pickup.
• Allergen Concerns: An item contained an allergen or ingredient that was explicitly excluded from your order, posing a health or safety risk.
• Order Not Received: A delivery order was never delivered to the address provided at the time of checkout, and the issue was not caused by an incorrect address provided by the customer.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a system or processing error.
• Significantly Late Delivery: Your order arrived significantly beyond the estimated delivery window, and the food is no longer suitable for consumption.

Refunds are evaluated on a case-by-case basis. Mod Pizza reserves the right to request photographic evidence or additional information before approving a refund request.

3. Non-Refundable Items and Services

Certain items and situations are not eligible for refunds. Please review the following non-refundable conditions carefully:

4. Refund Request Timeframes

To be eligible for a refund, you must submit your request within the following timeframes:

• Dine-In Orders: Any issues must be reported to a staff member immediately while still at the restaurant, or within 2 hours of leaving the premises.
• Pickup Orders: Refund requests must be submitted within 24 hours of the scheduled pickup time.
• Delivery Orders: Refund requests must be submitted within 24 hours of the confirmed delivery time.
• Billing Disputes / Duplicate Charges: Must be reported within 7 calendar days of the transaction date.

5. How to Request a Refund

Requesting a refund from Mod Pizza is a simple process. Please follow the steps below to ensure your request is handled efficiently:

Step 1: Gather Your Order Information

Before contacting us, please have the following information ready:

• Your full name and contact information
• Order number or confirmation number
• Date and time of the order
• Description of the issue (incorrect item, quality problem, missing item, etc.)
• Photographic evidence of the issue (if applicable and available)

Step 2: Contact Us

Submit your refund request using one of the following methods:

• Email: Send a detailed message to [email protected]
• Website: Visit modpizzafood.rest and use the contact form on our website
• In Person: Speak with a manager at our location during business hours

Step 3: Await Confirmation

Once your request is submitted, you will receive a confirmation acknowledgment within 1–2 business days. Our team will review your claim and may follow up to request additional information or documentation.

Step 4: Review and Decision

Our customer service team will evaluate your refund request based on the information provided. You will be notified of the outcome within 3–5 business days of submitting your complete request.

Step 5: Refund Issuance

If your refund is approved, it will be processed according to the timeframes outlined in Section 6 below, based on your original payment method.

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 the payment method used for the original transaction:

Please note that while Mod Pizza processes refunds promptly upon approval, your financial institution or payment provider may have their own internal processing timelines that are outside of our control.

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 the order was affected by an issue (e.g., one item was missing or incorrect out of a multi-item order)
• The food quality issue affected only part of the order
• A delivery fee or service charge may be excluded from the refund if the food itself was delivered correctly
• Orders where part of the meal was consumed before the issue was identified
• Promotional discounts applied to the original order — refunds will reflect the discounted price paid, not the full menu price

The amount of a partial refund will be determined by our customer service team based on the specific circumstances of each case. We strive to ensure that all partial refund decisions are fair and reasonable.

8. Exchange Policy

In many cases, Mod Pizza may offer a replacement or exchange as an alternative to a monetary refund. Our exchange policy is as follows:

• Incorrect Orders: If you received the wrong item, we will prioritize preparing and delivering or providing the correct item as quickly as possible at no additional charge.
• Quality Issues: If your food did not meet quality standards, we may offer to remake the item or provide a replacement of equal or greater value.
• In-Store Exchanges: For dine-in orders, please notify your server or a manager immediately. We will do our best to resolve the issue on the spot by remaking or replacing your meal.
• Customer Preference: Exchanges are offered at the discretion of Mod Pizza management. If you prefer a monetary refund over an exchange, please specify this when submitting your refund request.

Please note that exchanges are subject to item availability at the time of the request. In cases where the desired item is unavailable, a refund or store credit will be offered as an alternative.

9. Cancellation Policy

We understand that plans can change. Our cancellation policy is designed to be as flexible as possible while accounting for the nature of food preparation.

Online and Phone Orders

• Cancellations made within 5 minutes of placing the order will receive a full refund, provided food preparation has not yet begun.
• Cancellations made after food preparation has begun may not be eligible for a full refund, as ingredients and labor costs have already been incurred.
• To cancel an order, please contact us immediately at [email protected] or through our website at modpizzafood.rest.

Catering and Large Group Orders

• Catering orders require a minimum of 48 hours notice for cancellation to receive a full refund.
• Cancellations made between 24–48 hours before the scheduled time may receive a 50% refund.
• Cancellations made within less than 24 hours of the scheduled service time are not eligible for a refund, as significant preparation will have been completed.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, you have the right to escalate your concern. Mod Pizza is committed to resolving all disputes fairly and in accordance with applicable United States consumer protection laws.

Step 1: Internal Escalation

If you are dissatisfied with the initial decision on your refund request, you may request escalation to a senior manager by responding to your original email communication or by contacting us directly at [email protected]. Please clearly state that you wish to escalate your dispute. A senior team member will review your case within 5 business days.

Step 2: Chargeback Rights

As a consumer in the United States, you have the right to initiate a chargeback through your bank or credit card provider if you believe a charge was unauthorized or if a product or service was not delivered as described. Please note that initiating a chargeback without first contacting us may result in the suspension of your account. We encourage customers to contact us first so we can resolve the issue directly and efficiently.

Step 3: Consumer Protection Resources

If your dispute remains unresolved, you may contact the following consumer protection resources:

• Federal Trade Commission (FTC): www.ftc.gov | 1-877-382-4357
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your State Attorney General's Office
• Better Business Bureau (BBB): www.bbb.org

Governing Law

This Refund Policy is governed by the laws of the United States and applicable state laws. Any disputes arising from this policy that cannot be resolved informally shall be subject to binding arbitration or jurisdiction in the appropriate courts of the United States, as applicable.

11. Policy Updates

Mod Pizza reserves the right to modify or update this Refund Policy at any time. Changes will be effective immediately upon posting to our website at modpizzafood.rest. We encourage customers to review this policy periodically to stay informed of any updates. Your continued use of our services after any changes constitutes acceptance of the revised policy.

12. Contact Information

For all refund requests, questions, or concerns regarding this policy, please contact us using the information below. Our customer service team is ready to assist you and is committed to resolving your concerns as quickly as possible.

When contacting us, please include your order number, the date of the order, a description of the issue, and any supporting documentation such as photos. This will help us process your request as efficiently as possible.