Refund Policy

At Mod Pizza, we are committed to delivering exceptional food and customer experiences. We understand that sometimes things do not go as expected, and we want to make sure you are treated fairly when issues arise. This Refund Policy outlines the circumstances under which refunds, exchanges, or credits may be issued, as well as the process for submitting a request. By placing an order through our website modpizza-eat.world or at one of our locations, you agree to the terms described in this policy.

1. Our Commitment to Customer Satisfaction

We take great pride in the quality of our food and services. If you are not fully satisfied with your order, we encourage you to reach out to us so we can make things right. Our team is dedicated to resolving issues quickly, professionally, and fairly in accordance with applicable United States consumer protection laws, including the Federal Trade Commission Act (FTC Act), and state-specific consumer protection regulations.

Refund determinations are made on a case-by-case basis and are subject to the eligibility criteria outlined in this document. We reserve the right to decline refund requests that do not meet the stated conditions or appear to be fraudulent or abusive in nature.

2. Eligibility Conditions for Refunds

To be eligible for a refund, your request must meet one or more of the following conditions:

• You received an order that was incorrect (wrong items, missing items, or wrong customizations).
• The food item received was of unsatisfactory quality, spoiled, or contained a foreign object.
• Your order was never delivered despite confirmation of placement and payment.
• You were charged multiple times for the same order due to a payment processing error.
• The food item caused an adverse physical reaction, supported by reasonable documentation when requested.
• Your order was significantly delayed beyond the estimated preparation or delivery time, and the delay was caused by factors within our control.

Refund requests based solely on a change of personal preference or taste will generally not be approved unless the order was prepared incorrectly based on your confirmed selections.

3. Timeframes for Refund Requests

All refund requests must be submitted within the following timeframes to be considered for review:

Requests submitted after these timeframes may not be eligible for a refund. We strongly encourage customers to inspect their orders upon receipt and contact us immediately if any issue is discovered.

4. Non-Refundable Items and Services

The following items and circumstances are generally not eligible for refunds:

• Completed and consumed orders: Once a food item has been partially or fully consumed without a reported issue at the time of consumption, refunds may be denied.
• Promotional or discounted items: Items purchased using promotional codes, coupons, or special discount offers may not be eligible for a full refund unless the product was defective or incorrect.
• Catering and group orders: Large catering orders canceled less than 24 hours before the scheduled pickup or delivery time are non-refundable.
• Gift cards and store credits: Gift cards, digital credits, and loyalty rewards are non-refundable and cannot be exchanged for cash.
• Delivery fees: Third-party delivery fees charged by external platforms are non-refundable through Mod Pizza and must be disputed directly with the delivery platform.
• Change of mind orders: Orders canceled or returned solely because a customer changed their mind after preparation has begun are not eligible for a refund.
• Service fees and taxes: Applicable service fees and sales taxes collected at the time of sale are non-refundable except in cases of erroneous overcharging.

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

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

1. Gather your order information: Locate your order confirmation email, receipt, or order number. Have the date, time, and details of the order ready.
2. Document the issue: If applicable, take clear photographs of any incorrect, missing, or unsatisfactory food items. This documentation will help us process your claim more efficiently.
3. Contact our customer support team: Reach out to us through one of the following methods:
   • Email: [email protected]
   • Website: modpizza-eat.world
4. Provide required details: In your refund request, include the following:
   • Full name
   • Order number or transaction ID
   • Date and time of the order
   • Description of the issue
   • Supporting photos or evidence (if applicable)
   • Preferred resolution (refund, replacement, or store credit)
5. Await confirmation: Our customer service team will acknowledge your request within 1–2 business days and begin the review process.
6. Review and resolution: Once reviewed, we will notify you of the decision and, if approved, initiate the appropriate refund or resolution within the timeframes specified below.

6. Refund Processing Times by Payment Method

Approved refunds will be processed according to the payment method used at the time of the original transaction. Please note that processing times may vary depending on your financial institution.

Mod Pizza is not responsible for delays caused by banks, financial institutions, or third-party payment processors. If you have not received your refund within the estimated timeframe, please first check with your bank before contacting us.

7. Partial Refunds

In certain situations, only a partial refund may be granted. These circumstances include, but are not limited to:

• Only a portion of the order was incorrect or unsatisfactory, while the remainder was accurately prepared and acceptable.
• A food item was partially consumed before the issue was identified and reported.
• An order was correct but a minor customization detail was missed (e.g., extra sauce not included).
• A catering order was partially canceled within the permitted cancellation window.
• Items were discounted at the time of purchase and the refund reflects the discounted value paid rather than the full retail price.

Partial refund amounts will be determined by our customer service team based on a fair assessment of the situation and the items affected.

8. Exchange Policy

In cases where a refund may not be the most practical resolution, we are happy to offer an exchange or replacement whenever possible. Exchange eligibility is subject to the following conditions:

• The original item was incorrect or did not match the confirmed order specifications.
• The replacement request is made within the same business day of the original order.
• The replacement item is of equal or lesser value than the original item ordered.
• Replacement items are subject to availability at the time of the exchange request.

To request an exchange, please contact our customer support team using the contact information provided in this policy. For in-store exchanges, please speak directly with a store manager, who has the authority to approve and process the replacement.

Please note that exchanges are not guaranteed and may be declined at our discretion if the request does not meet the stated eligibility conditions.

9. Cancellation Policy

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

9.1 Standard Orders (Online or In-Store)

• Cancellations made before food preparation has begun: Full refund issued.
• Cancellations made after food preparation has begun: Refund may be declined or offered as store credit at our discretion.
• Cancellations made after order is ready for pickup or already dispatched for delivery: No refund will be issued.

9.2 Catering and Group Orders

• Cancellations made more than 48 hours before the scheduled delivery or pickup: Full refund issued.
• Cancellations made 24–48 hours before the scheduled time: 50% refund issued.
• Cancellations made less than 24 hours before the scheduled time: No refund issued.

To cancel an order, please contact us immediately at [email protected] or through our website at modpizza-eat.world.

10. Dispute Resolution Process

If you are dissatisfied with the outcome of a refund request, or if you believe your request was handled incorrectly, you have the right to escalate the matter through our formal dispute resolution process.

10.1 Internal Escalation

Submit a written dispute via email to [email protected] with the subject line "Refund Dispute – [Your Order Number]". Include all relevant documentation and a detailed explanation of why you believe the original decision was incorrect. A senior member of our customer service team will review the case and respond within 5 business days.

10.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute unauthorized or erroneous charges with your bank or credit card issuer under the Fair Credit Billing Act (FCBA) and the Electronic Fund Transfer Act (EFTA). We encourage you to attempt to resolve disputes directly with us before initiating a chargeback, as chargebacks can delay resolution. However, we respect and will cooperate fully with any bank-initiated investigation.

10.3 Consumer Protection Agencies

If you believe your consumer rights have been violated, you may also file a complaint with:

• The Federal Trade Commission (FTC) at www.ftc.gov
• Your State Attorney General's Office for state-level consumer protection matters
• The Better Business Bureau (BBB) at www.bbb.org

10.4 Informal Mediation

Before pursuing formal legal action, both parties agree to make a good-faith effort to resolve disputes through informal negotiation or mediation. Any unresolved disputes shall be governed by the laws of the United States and the applicable state where the transaction occurred.

11. Special Circumstances

We recognize that some situations fall outside of standard policy parameters. The following special circumstances may be considered for exceptions on a case-by-case basis:

• Allergic reactions: If you believe you experienced an allergic reaction due to an ingredient that was not disclosed or was incorrectly applied to your order, please contact us immediately. We take food safety and allergen management extremely seriously.
• Natural disasters or service disruptions: In the event of a natural disaster, severe weather event, or other force majeure event that disrupts delivery or pickup, we will work with customers individually to provide fair resolutions.
• Technical errors: If a technical issue on our website or ordering platform resulted in an incorrect charge or duplicate order, we will provide a full refund upon verification.

12. Fraud Prevention

Mod Pizza reserves the right to deny refund requests that are determined to be fraudulent, abusive, or made in bad faith. We monitor refund activity to detect patterns of misuse. Customers who engage in repeated fraudulent refund requests may have their accounts suspended and may be barred from placing future orders. Any suspected fraud may be reported to the appropriate law enforcement authorities.

13. Policy Updates

We reserve the right to update or modify this Refund Policy at any time to reflect changes in our business practices, applicable laws, or customer feedback. Any significant changes will be communicated via our website at modpizza-eat.world. The date of the most recent revision will always be displayed at the top of this page. We encourage you to review this policy periodically.

14. Contact Information for Refund Requests

If you have any questions about this Refund Policy or would like to submit a refund request, please do not hesitate to contact our customer support team using the information below:

Our customer support team is available Monday through Friday, 9:00 AM to 6:00 PM (local time). We strive to respond to all inquiries within 1–2 business days. For urgent matters related to food safety or health concerns, please contact us immediately via email for the fastest response.

This policy was last reviewed and updated on May 16, 2026. All rights reserved by Mod Pizza. This document is intended for informational purposes and does not constitute legal advice.