Refund Policy

At Mod Pizza, we are committed to delivering fresh, high-quality food and an exceptional customer experience with every order. 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 of our customers. Please read this policy carefully before placing an order through our website at piz-mod.click or through any affiliated ordering platform.

This policy applies to all purchases made directly through our website, phone orders, and in-store transactions. By placing an order with Mod Pizza, you agree to the terms outlined in this Refund Policy.

1. Eligibility Conditions for Refunds

We want every customer to be satisfied with their order. Refunds may be issued under the following circumstances:

• Incorrect Order: You received an item that does not match what you ordered (e.g., wrong toppings, wrong size, or wrong item entirely).
• Food Quality Issues: The food you received was undercooked, overcooked, spoiled, or otherwise not prepared to an acceptable standard of quality.
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Allergic Reactions or Special Dietary Concerns: If an item was prepared with ingredients not disclosed or contrary to a clearly communicated dietary restriction or allergy request, and this results in a verifiable health concern, you may be eligible for a refund.
• Order Not Delivered: If a delivery order was confirmed but never received and there is no record of delivery at the correct address, you may be eligible for a full refund.
• Technical Errors: If a technical error on our website caused a duplicate charge or incorrect order processing, you are eligible for a full refund of the erroneous charge.

2. Timeframes for Refund Requests

To be eligible for a refund, you must contact us within the following timeframes:

Refund requests submitted outside of these timeframes may not be honored. We strongly encourage customers to inspect their orders immediately upon receipt and to contact us as soon as possible if an issue is identified.

3. Non-Refundable Items and Services

Certain items and circumstances are not eligible for a refund. These include but are not limited to:

• Change of Mind: Refunds will not be issued if you simply change your mind after your order has been prepared or delivered.
• Consumed Items: If more than half of a food item has been consumed and a quality complaint is then raised, a refund will not be issued unless there is a documented health or safety concern.
• Customized Orders Prepared Correctly: If you requested a specific customization and the order was prepared exactly as specified, no refund will be issued even if you are dissatisfied with the result of your own customization choices.
• Promotional or Discounted Items: Items purchased using promotional discounts, special deals, or limited-time offers are generally non-refundable unless there is a verifiable quality or accuracy issue.
• Gift Cards and Digital Credits: Gift cards and any digital store credits are non-refundable and cannot be exchanged for cash.
• Delivery Fees: Delivery fees are non-refundable unless the order was never delivered due to an error on our part.
• Service Charges and Tips: Any service charges or gratuity added to your order are non-refundable.

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

If you believe you are eligible for a refund, please follow these steps to initiate your request:

1. Gather Your Information: Before contacting us, please have the following ready:
   • Your full name
   • Your order number or confirmation email
   • The date and time of the order
   • A clear description of the issue
   • Photographic evidence (if applicable), such as images of the incorrect or unsatisfactory item
2. Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: piz-mod.click
3. Submit Your Refund Request: In your message or form submission, clearly state that you are requesting a refund and provide all of the information gathered in Step 1. Include the subject line: "Refund Request – [Your Order Number]".
4. Wait for Confirmation: Our customer support team will acknowledge your refund request within 1–2 business days and may follow up with additional questions or requests for documentation.
5. Refund Decision: Once your request has been reviewed, we will notify you of our decision via email. If approved, the refund will be processed according to the timelines described in Section 5 of this policy.

5. 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 review the table below:

Please note that while Mod Pizza processes refunds promptly upon approval, the actual timeline for funds to appear in your account may vary depending on your bank or payment provider's processing times. We are not responsible for delays caused by financial institutions.

6. Partial Refunds

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

• Only one or a few items in a multi-item order were incorrect or missing, while the rest of the order was accurate and satisfactory.
• A food quality issue affected only a portion of your order.
• You accepted a replacement item of lesser value than the original item ordered.
• A portion of the order was consumed before the issue was reported.
• A promotional discount was applied to the original order, and the refund amount will reflect the discounted price paid rather than the full retail value.

The amount of a partial refund will be determined by our customer support team based on the specific circumstances of each case and will reflect the value of the affected items only.

7. Exchange Policy

Because Mod Pizza serves freshly prepared food items, traditional product exchanges are generally not possible in the same way as non-perishable goods. However, we do offer the following exchange-related accommodations:

• In-Store Remake: If you identify an issue with your order while still at one of our locations, our team will remake your order at no additional charge, provided the issue is brought to the attention of staff immediately.
• Replacement Order: For delivery or pickup orders where a significant error occurred, we may offer to send a replacement order as an alternative to a monetary refund. The replacement order must be of equal or lesser value to the original order.
• Store Credit: In lieu of a cash or card refund, we may offer store credit equivalent to the value of the affected items. Store credit can be applied toward future orders on our website or in-store.

To request an exchange or remake, please contact us using the same steps outlined in Section 4 of this policy. Our team will work with you to find the most appropriate resolution.

8. Cancellation Policy

We understand that plans can change, and we will do our best to accommodate order cancellations where possible. Please be aware of the following cancellation terms:

8.1 Online and Phone Orders

• Orders may be cancelled free of charge if the cancellation request is made within 5 minutes of placing the order, provided that food preparation has not yet begun.
• If food preparation has already begun at the time of the cancellation request, a cancellation may not be possible and a refund will not be issued.
• To cancel an order, please contact us immediately at [email protected] or visit our website at piz-mod.click.

8.2 Scheduled and Pre-Orders

• Scheduled orders may be cancelled up to 1 hour before the scheduled pickup or delivery time without penalty.
• Cancellations made less than 1 hour before the scheduled time may result in a partial refund or store credit at our discretion.
• Large group or catering orders must be cancelled at least 24 hours in advance to be eligible for a full refund. Cancellations within 24 hours of the scheduled delivery or pickup time for catering orders will not be refunded.

9. Dispute Resolution Process

If you are dissatisfied with our response to your refund request, you have the right to escalate the matter through the following dispute resolution process:

9.1 Internal Escalation

If your initial refund request was denied or you feel the resolution offered was inadequate, you may request an escalation review by contacting us at [email protected] with the subject line: "Escalation Request – [Your Order Number]". A senior member of our customer support team will review your case within 3–5 business days and provide a final determination.

9.2 Chargeback Rights

Customers who paid by credit or debit card retain the right to dispute charges with their card issuer or bank if they believe a charge was unauthorized or fraudulent. However, we encourage you to first attempt to resolve the issue directly with us before initiating a chargeback, as this allows us to address your concerns more efficiently.

9.3 Consumer Protection Resources

As a business operating in the United States, Mod Pizza is subject to applicable federal and state consumer protection laws, including the Federal Trade Commission (FTC) Act, which prohibits unfair or deceptive business practices. If you believe your consumer rights have been violated, you may file a complaint with the following agencies:

• Federal Trade Commission (FTC): www.ftc.gov or 1-877-FTC-HELP (1-877-382-4357)
• Better Business Bureau (BBB): www.bbb.org
• Your state's Attorney General's Office for state-level consumer protection matters

If you are a California resident, you may also have additional rights under the California Consumer Privacy Act (CCPA/CPRA). Please refer to our Privacy Policy for more information.

9.4 Informal Mediation

Before pursuing formal legal action, both parties agree to attempt to resolve any disputes through good-faith negotiation. If an informal resolution cannot be reached, disputes may be submitted to a mutually agreed-upon neutral mediator. The costs of mediation will be shared equally between the parties unless otherwise agreed.

10. Fraudulent Refund Claims

Mod Pizza takes the integrity of our refund process seriously. Any customer found to have submitted fraudulent, misleading, or bad-faith refund claims — including but not limited to fabricating order issues, submitting false photographic evidence, or repeatedly abusing our refund policy — may have their account suspended and future orders refused. We reserve the right to pursue legal remedies in cases of confirmed fraud.

11. Changes to This Refund Policy

Mod Pizza reserves the right to modify, update, or revise this Refund Policy at any time. Any changes will be posted on this page with an updated effective date. Your continued use of our services after the posting of any changes constitutes your acceptance of the revised policy. We encourage you to review this policy periodically to stay informed of any updates.

12. Contact Information

If you have any questions, concerns, or requests related to this Refund Policy, or if you would like to initiate a refund, please do not hesitate to contact our customer support team using the information below. We are committed to responding promptly and resolving your concerns in a professional and courteous manner.

This Refund Policy was last updated on April 24, 2026 and is effective immediately for all orders placed on or after this date. For orders placed prior to this date, the refund policy in effect at the time of the order will apply.