Refund Policy

At Mod Pizza (operated via pizzamods.rest), we are committed to delivering fresh, high-quality food and an exceptional customer experience with every order. We understand that issues can occasionally arise, and this Refund Policy outlines your rights and our obligations when things do not go as expected. Please read this policy carefully before placing an order.

By placing an order through our website pizzamods.rest or any affiliated ordering platform, you agree to the terms described in this Refund Policy. This policy is governed by the laws of the United States, including applicable consumer protection regulations enforced by the Federal Trade Commission (FTC) under the FTC Act.

1. General Refund Philosophy

We take pride in the quality of our food. Every pizza, side dish, and beverage is prepared fresh to order. Because of the perishable nature of our products, refunds are handled on a case-by-case basis with the goal of reaching a fair resolution for every customer. We do not offer blanket refunds for change-of-mind situations; however, we will always work with you if there is a genuine problem with your order.

Our team evaluates each refund request based on the specific circumstances, the nature of the issue, and the evidence provided. We encourage customers to contact us as soon as possible after identifying a problem so we can resolve it promptly and effectively.

2. Eligibility Conditions for Refunds

A refund or replacement may be issued under the following circumstances:

• Incorrect Order: You received an item that does not match 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 bag.
• Food Quality Issues: The food was undercooked, overcooked, spoiled, or otherwise not of acceptable quality at the time of delivery or pickup.
• Foreign Objects: A foreign object was found in your food that poses a health or safety risk.
• Damaged Packaging: Significant damage to packaging caused the food to be inedible or contaminated upon arrival.
• Duplicate Charges: You were charged more than once for the same order due to a technical error.
• Order Never Received: You did not receive your delivery order, and the delivery status cannot be verified.

3. Timeframes for Refund Requests

To ensure a fair and accurate review of your claim, refund requests must be submitted within the following timeframes:

We strongly recommend contacting us immediately after identifying any issue with your order. Delays in reporting may impact our ability to verify the claim and process a refund.

4. Non-Refundable Items and Situations

The following situations are generally not eligible for a refund:

• Change of Mind: You changed your mind after placing the order and the preparation has already begun.
• Customization Errors by the Customer: If you selected incorrect toppings, sizes, or options during the ordering process, we are not responsible for the resulting product.
• Consumed Food: Food that has been substantially consumed cannot be returned or refunded, except in cases of verified food safety concerns.
• Delivery Delays Caused by Third Parties: Delays caused by third-party delivery services, traffic, weather, or other external factors beyond our control are not eligible for refunds.
• Promotional or Discounted Items: Items purchased using promotional codes or special discount offers may have limited or no refund eligibility, as specified at the time of purchase.
• Gift Cards and Store Credits: Once purchased, gift cards and store credits are non-refundable and cannot be exchanged for cash.
• Late Claims: Refund requests submitted outside the timeframes listed in Section 3 will generally not be processed.

5. How to Request a Refund — Step-by-Step

Follow these steps to submit a refund request:

1. Step 1 — Gather Your Information: Before contacting us, collect the following details:
   • Your full name and contact information
   • Your order number or confirmation email
   • The date and time of your order
   • A clear description of the issue
   • Photographs of the issue (recommended for food quality, missing items, or foreign objects)
2. Step 2 — Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: pizzamods.rest (via the contact or support form)
3. Step 3 — Submit Your Claim: Provide all relevant details in your message. Be as specific as possible about the problem. Attach any supporting photos or documentation to help us assess your claim quickly.
4. Step 4 — Receive Confirmation: You will receive an acknowledgment of your refund request within 1 business day of submission. This confirmation will include a reference number for tracking purposes.
5. Step 5 — Review and Decision: Our team will review your claim and respond with a decision within 2 to 3 business days. We may contact you for additional information if needed.
6. Step 6 — Refund Issued: If your refund is approved, it will be processed using the method described in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the processing time depends on your original payment method:

7. Partial Refunds

In some situations, a partial refund may be more appropriate than a full refund. Partial refunds may be issued when:

• Only one or a few items in your order were incorrect or unsatisfactory, while the rest of the order was acceptable.
• You have already consumed a portion of the food in question before identifying the issue.
• The issue caused minor inconvenience rather than a significant problem with the overall order.
• Delivery fees and taxes may be excluded from the refund if the core items are being refunded.

The amount of a partial refund will be determined at our sole discretion based on the value of the affected items and the severity of the issue. We will communicate the specific refund amount to you before processing.

8. Exchange and Replacement Policy

In many cases, rather than issuing a monetary refund, we may offer to replace your order or provide a credit for a future order. This option is often faster and more convenient for our customers.

Replacement Orders

If your order was incorrect or a food quality issue was identified, we may offer to prepare and deliver or make available for pickup a replacement item or order at no additional cost. Replacement orders are subject to availability and normal preparation times.

Store Credit

If you prefer, we may issue store credit equivalent to the value of the refund. Store credit:

• Is applied to your customer account and valid for use on future orders at pizzamods.rest.
• Does not expire within 12 months of issuance.
• Cannot be transferred to another account or exchanged for cash.
• May be used in combination with other promotions, subject to applicable terms.

9. Cancellation Policy

Due to the made-to-order nature of our food, our ability to cancel an order is extremely time-sensitive. Please review the following cancellation terms:

Cancellations Within 5 Minutes of Ordering

If you contact us within 5 minutes of placing your order and the order has not yet entered the preparation stage, we will cancel your order and issue a full refund.

Cancellations After Preparation Has Begun

Once preparation of your order has begun, cancellations are generally not accepted. In exceptional circumstances, a partial refund may be considered at our discretion.

Scheduled Orders

If you placed an order scheduled for a future time, you may cancel it up to 30 minutes before the scheduled preparation time for a full refund. Cancellations received after this window may not be honored.

How to Cancel

To request a cancellation, contact us immediately via email at [email protected] or through the contact form on pizzamods.rest. Please include your order number and contact information in your message.

10. Dispute Resolution Process

We are committed to resolving all refund-related concerns fairly and efficiently. If you are not satisfied with the outcome of your refund request, the following process applies:

Step 1 — Internal Escalation

You may request an escalation of your case to a senior member of our customer support team. Escalated cases are typically reviewed within 5 business days. Please reference your original claim number when submitting an escalation request.

Step 2 — Written Formal Complaint

If escalation does not resolve your concern, you may submit a formal written complaint to our management team at [email protected]. Include the subject line "Formal Refund Dispute" along with all relevant order details, your prior communications, and the outcome you are seeking.

Step 3 — Third-Party Mediation

If the dispute remains unresolved after internal escalation and formal complaint, either party may seek resolution through a neutral third-party mediator. The costs of mediation shall be shared equally unless otherwise agreed.

Step 4 — Consumer Protection Resources

As a consumer in the United States, you also have the right to file a complaint with:

• Federal Trade Commission (FTC): reportfraud.ftc.gov
• Better Business Bureau (BBB): www.bbb.org
• Your state's consumer protection office or Attorney General's office

11. Food Safety Concerns

If you believe a food safety issue caused harm or illness, please contact us immediately. In addition to our internal refund process, you may also report food safety concerns to your local health department or the U.S. Food and Drug Administration (FDA) at www.fda.gov. Your health and safety are our highest priority, and we take all such reports seriously.

12. Changes to This Refund Policy

We reserve the right to update or modify this Refund Policy at any time. Changes will be posted on this page with an updated effective date. We encourage you to review this policy periodically. Your continued use of our services following any changes constitutes your acceptance of the revised policy.

13. Contact Information

For all refund requests, questions, or concerns related to this policy, please contact us using the information below:

This Refund Policy was last updated on April 4, 2026, and is effective as of the same date. This policy applies to all orders placed through pizzamods.rest and is subject to the laws of the United States.