Refund Policy

At Mod Pizza, we are committed to providing our customers with the highest quality food and dining experience. We understand that occasionally things may not go as planned, and we want to make sure you are completely satisfied with your order. This Refund Policy outlines the terms and conditions under which refunds, exchanges, and cancellations are handled. Please read this policy carefully before placing your order.

By placing an order through our website modpizza-eat.rest or at any of our locations, 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 regulations enforced by the Federal Trade Commission (FTC) under the FTC Act.

1. Our Commitment to Customer Satisfaction

Mod Pizza takes great pride in the quality of our food and the service we provide. Every pizza and menu item is prepared fresh to order. We strive to ensure that every order meets our high standards of quality and accuracy. If at any point your experience does not meet your expectations, we encourage you to contact us so we can make things right.

Our team is dedicated to resolving any concerns promptly and fairly. We believe that a satisfied customer is our most important asset, and we will do everything within reason to ensure your experience with Mod Pizza is a positive one.

2. Eligibility Conditions for Refunds

You may be eligible for a refund under the following circumstances:

• Incorrect Order: You received an item that does not match what you ordered (wrong toppings, wrong size, wrong item).
• Food Quality Issues: The food you received was undercooked, overcooked, or otherwise did not meet acceptable quality standards.
• Missing Items: One or more items from your order were missing upon delivery or pickup.
• Allergic Reactions Due to Incorrect Preparation: If you specifically indicated an allergy or dietary restriction at the time of ordering and the food was prepared incorrectly as a result, you may be eligible for a refund.
• Duplicate Charges: If you were charged more than once for the same order due to a technical error.
• Order Not Delivered: If your delivery order was never received and no delivery confirmation can be provided.
• System or Payment Errors: If a technical issue on our end caused an erroneous charge to your payment method.

Refunds are evaluated on a case-by-case basis. We reserve the right to request photographic evidence or additional information to process your refund request. Providing false or misleading information in a refund request may result in denial of the refund and, in serious cases, reporting to relevant authorities.

3. Timeframes for Refund Requests

To be eligible for a refund, you must notify 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 any issue is discovered.

4. Non-Refundable Items and Services

The following items and circumstances are generally not eligible for a refund:

• Food items that have been consumed in full or in significant part (except in cases of documented food quality issues or health concerns).
• Orders where the customer simply changed their mind after the order was prepared and dispatched.
• Customized orders that were prepared exactly as specified by the customer but the customer later decided they did not enjoy the taste or flavor.
• Delivery fees charged by third-party delivery platforms (these are subject to the respective platform's refund policy).
• Promotional or discounted items purchased under a special offer, unless the item was defective or incorrect.
• Gift cards and promotional credits.
• Orders placed at a third-party location or through an unauthorized reseller.

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

To request a refund, please follow the steps outlined below:

1. Gather Your Information: Before contacting us, please have the following information ready:
   • Your full name
   • Order number or confirmation number
   • Date and time of the order
   • Description of the issue
   • Photographs (if applicable — e.g., incorrect item, food quality issue)
   • Payment method used
2. Contact Us: Reach out to our customer service team via email at [email protected] or visit our website at modpizza-eat.rest. You may also speak with a manager directly at your nearest Mod Pizza location.
3. Submit Your Request: Clearly describe the issue and include all relevant information and evidence. The more detail you provide, the faster we can process your request.
4. Await Confirmation: Our customer service team will acknowledge your request within 1–2 business days. We may follow up with additional questions or requests for documentation.
5. Resolution: Once we have reviewed your request and all submitted information, we will notify you of our decision via email. If approved, your refund will be processed according to the timelines outlined in Section 6 of this policy.

6. Refund Processing Times by Payment Method

Once your refund has been approved, the processing time will vary depending on your original payment method:

Please be aware that while we process refunds on our end promptly, the actual credit appearing in your account is subject to your financial institution's processing schedule. We are not responsible for any delays caused by banks or payment processors. If you have not received your refund within the stated timeframe, we recommend contacting your bank or card issuer first before reaching out to us.

7. Partial Refunds

In some circumstances, only a partial refund may be granted. These situations may include:

• Only one item out of a multi-item order was incorrect or unsatisfactory — a refund will be issued for that specific item only.
• The food item was partially consumed before the issue was identified.
• The issue was partially caused by customer error (e.g., incorrect instructions were provided at the time of ordering).
• A discount or promotional code was applied to the order, in which case the refund will reflect the actual amount paid rather than the full menu price.

The amount of any partial refund will be calculated based on the proportional value of the affected item(s) relative to the total order value. We will communicate the partial refund amount and rationale clearly to you via email.

8. Exchange Policy

Given the nature of our business — freshly prepared food — exchanges are handled differently than in traditional retail settings. If you received an incorrect item, we will prioritize replacing the item with the correct one as quickly as possible, subject to the following conditions:

• In-Store Orders: If you are still at the restaurant when you discover the issue, please speak with a team member or manager immediately. We will prepare the correct item at no additional charge.
• Takeout Orders: If you discover an issue after leaving the restaurant, please contact us as soon as possible. We will arrange for a replacement item to be prepared for pick-up or offer an equivalent store credit.
• Delivery Orders: For delivery orders, we may offer a replacement item for delivery (subject to availability and feasibility), or we may offer a full or partial refund as an alternative.

We do not guarantee exchanges for items where the original item was prepared correctly as ordered. Exchanges are not available for food items that have already been consumed.

9. Cancellation Policy

We understand that plans change. Our cancellation policy is as follows:

9.1 Online / App Orders

• Before Preparation Begins: If you cancel your order before our kitchen has started preparing it, you will receive a full refund to your original payment method.
• After Preparation Has Begun: Once our kitchen has started preparing your order, cancellation may not be possible. In this case, we may offer store credit at our discretion.
• After Dispatch (Delivery Orders): Once an order has been dispatched for delivery, cancellation is not available and no refund will be issued for the food items. Delivery fee policies will depend on the delivery platform used.

9.2 In-Store Orders

In-store orders are typically prepared immediately. Cancellations are only possible if the order has not yet entered the preparation stage. Please speak with a team member as soon as possible if you wish to cancel an in-store order.

9.3 Catering and Group Orders

Catering and large group orders have a separate cancellation policy:

• Cancellations made 48 hours or more before the scheduled order time are eligible for a full refund.
• Cancellations made between 24 and 48 hours before the scheduled order time are eligible for a 50% refund.
• Cancellations made less than 24 hours before the scheduled order time are not eligible for a refund.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we encourage you to escalate the matter through the following process:

1. Internal Escalation: Request that your case be escalated to a senior customer service representative or store manager. You can do this by replying to the email thread regarding your refund request or by calling our customer service line and asking to speak with a supervisor.
2. Formal Written Complaint: Submit a formal written complaint to our customer service team at [email protected]. Please include "Formal Complaint" in the subject line. We will respond to formal complaints within 5 business days.
3. Third-Party Mediation: If the dispute cannot be resolved through our internal processes, you may seek resolution through a neutral third-party mediator. Both parties agree to participate in good faith mediation before pursuing any legal action.
4. Consumer Protection Agencies: You have the right to file a complaint with the Federal Trade Commission (FTC) at reportfraud.ftc.gov or with your state's Attorney General's office if you believe your consumer rights have been violated.
5. Chargeback: You retain the right to dispute a charge with your credit card company or bank. However, we ask that you contact us first to give us the opportunity to resolve the matter before initiating a chargeback. Fraudulent chargebacks may be disputed by Mod Pizza.

We are committed to resolving all disputes fairly, transparently, and in accordance with applicable United States consumer protection laws. We do not retaliate against customers who exercise their legal rights.

11. Special Circumstances

11.1 Food Allergy and Safety Issues

If you believe you experienced an adverse reaction due to incorrect food preparation related to a stated allergy, please contact us immediately. We take food safety and allergen management extremely seriously. In addition to a full refund, we may need to conduct an internal review of the preparation process. In serious medical cases, we recommend seeking medical attention first and contacting us afterwards.

11.2 Force Majeure

In cases of extreme and unforeseeable events (natural disasters, government-mandated closures, public health emergencies, etc.) that prevent us from fulfilling your order, we will work to provide the best possible resolution, which may include a full refund, store credit, or rescheduling of the order.

12. Contact Information for Refund Requests

For all refund-related inquiries, please contact our customer service team using the information below. We are here to help and will make every effort to resolve your concern as quickly as possible.

Our customer service team is available Monday through Friday, 9:00 AM – 6:00 PM (local time). We aim to respond to all email inquiries within 1–2 business days.

13. Policy Updates

Mod Pizza reserves the right to update or modify this Refund Policy at any time without prior notice. Any changes will be effective immediately upon posting to our website at modpizza-eat.rest. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage you to review this policy periodically to stay informed of any changes. Your continued use of our services following the posting of changes constitutes your acceptance of the revised policy.

This Refund Policy was last reviewed and updated on May 6, 2026. It is governed by applicable United States federal law, including the FTC Act, and applicable state consumer protection statutes. If any provision of this policy is found to be unenforceable, the remaining provisions will continue in full force and effect.