Refund Policy

At Jet's Pizza, we are committed to delivering high-quality food and an exceptional customer experience. We understand that there may be occasions when an order does not meet your expectations, and we want to make the refund and resolution process as straightforward and fair as possible. Please read this Refund Policy carefully to understand your rights and our procedures.

1. Overview

This Refund Policy applies to all purchases made through our website at jetspizza.top, by phone, or in-store at any Jet's Pizza location. By placing an order with us, you agree to the terms outlined in this policy. This policy is governed by applicable United States federal and state consumer protection laws, including guidelines enforced by the Federal Trade Commission (FTC).

Because we serve freshly prepared food products, our refund policy reflects the perishable nature of our products while still prioritizing customer satisfaction. We evaluate each refund request on a case-by-case basis and strive to resolve all issues promptly and fairly.

2. Eligibility Conditions for Refunds

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

• Incorrect Order: You received items that are different from what you ordered (e.g., wrong pizza toppings, wrong size, or wrong items entirely).
• Missing Items: One or more items from your order were not included in your delivery or pickup.
• Food Quality Issues: The food received was undercooked, overcooked, spoiled, or otherwise not meeting reasonable quality standards.
• Allergic Reactions Due to Incorrect Preparation: If you specified an allergen restriction and the food was prepared incorrectly, resulting in a documented issue.
• Order Not Delivered: Your delivery order was never received and cannot be confirmed as delivered by our team or delivery partner.
• Duplicate Charges: Your payment method was charged more than once for the same order.
• Significant Delay: Your order experienced an unreasonable and significant delay beyond the quoted delivery or pickup time, which was not communicated in advance.

Refund eligibility is subject to verification by our customer service team. We reserve the right to request supporting evidence, such as photographs of the food item(s) or order confirmation details.

3. Timeframes for Refund Requests

To ensure a timely and efficient resolution, refund requests must be submitted within the following timeframes:

Requests submitted after these deadlines may not be honored, as food orders are perishable and verification becomes more difficult with time. We encourage customers to contact us as soon as an issue is identified.

4. Non-Refundable Items and Services

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

• Change of Mind: Refunds will not be issued simply because you changed your mind after placing an order that was prepared correctly.
• Consumed Orders: If the majority of a food item has been consumed before a complaint is made, a refund may not be granted unless there is a clear quality or safety concern.
• Customized Orders: Highly customized orders that were prepared exactly as specified by the customer are generally non-refundable unless there is a preparation error.
• Delivery Fees: Delivery fees are non-refundable unless the order was never delivered or was significantly delayed due to our error.
• Promotional or Discounted Items: Items purchased using special promotional codes or deep discounts may not be eligible for a full refund unless there is a documented product quality issue.
• Gift Cards and Store Credit: Purchased gift cards and issued store credits are non-refundable and cannot be exchanged for cash.
• Late Requests: Refund requests submitted outside the timeframes specified in Section 3 will not be processed.

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

Follow these steps to submit a refund request with Jet's Pizza:

1. Gather Your Information: Before contacting us, have the following ready:
   • Your order number or confirmation email
   • The date and time of your order
   • A description of the issue
   • Photographs of the food if applicable (especially for quality or incorrect item issues)
   • Your preferred contact method and refund method
2. Contact Our Customer Service Team: Reach us through any of the following channels:
   • Email: [email protected]
   • Website: jetspizza.top
3. Submit Your Request: Clearly describe the problem, provide your order details, and attach any supporting evidence such as photos.
4. Await Review: Our customer service team will review your request within 1–2 business days and may contact you for additional information.
5. Resolution: Once your request is reviewed and approved, we will notify you of the outcome and process the refund or replacement as appropriate.

6. Refund Processing Times by Payment Method

Once a refund is approved, the time it takes to receive your funds depends on your original payment method:

Please note that while we process refunds promptly on our end, actual receipt of funds is subject to your financial institution's timelines. If you do not receive your refund within the stated period, please contact your bank or card issuer before reaching out to us again.

7. Partial Refunds

In some cases, rather than a full refund, we may issue a partial refund. Partial refunds may be granted under the following conditions:

• Only certain items in your order were incorrect or missing, and other items were correct and received in good condition.
• The food quality issue applied only to a portion of the order.
• A significant but not total delay affected your order and you still chose to accept delivery.
• You partially consumed a food item before discovering a quality issue that is verifiable.
• A promotional discount was applied and only part of the order qualifies for reimbursement.

Our customer service team will communicate the partial refund amount to you clearly and provide justification for the decision. You may request a review of partial refund decisions by contacting us at [email protected].

8. Cancellation Policy

We begin preparing your food order almost immediately after it is placed to ensure freshness and prompt delivery. As a result, our cancellation window is limited.

8.1 Online and Phone Orders

• Orders may be cancelled within 5 minutes of placement for a full refund.
• After 5 minutes, cancellations may not be possible as food preparation may have begun.
• If preparation has already started, we may offer store credit instead of a full refund.

8.2 Pre-Scheduled Orders

• Orders scheduled in advance may be cancelled up to 1 hour before the scheduled preparation time for a full refund.
• Cancellations made within 1 hour of the scheduled time may result in a partial refund or store credit only.

8.3 Catering and Large Group Orders

• Catering orders must be cancelled at least 48 hours in advance for a full refund.
• Cancellations made between 24 and 48 hours prior may result in a 50% refund.
• Cancellations within 24 hours of the scheduled delivery/pickup time are non-refundable, though store credit may be offered at our discretion.

To cancel an order, please contact us immediately via email at [email protected] or through our website at jetspizza.top.

9. Exchange Policy

In the food service industry, traditional item exchanges are not always practical due to the perishable nature of our products. However, Jet's Pizza does offer the following exchange-related solutions:

• Replacement Order: If your order was incorrect or had a quality issue, we may offer to prepare and send a replacement order at no additional charge. This is subject to availability and operational capacity at the time of the request.
• Item Substitution: If a specific item is unavailable, we may offer a comparable substitution of equal or greater value with your consent.
• Store Credit: In some cases, instead of a replacement, we may offer store credit equivalent to the value of the affected item, which can be used toward a future order.

Replacement orders are subject to delivery area and time constraints. If a replacement is not feasible, a monetary refund or store credit will be issued instead.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, you have the right to escalate the matter. We are committed to resolving all disputes in good faith and in a timely manner.

10.1 Internal Escalation

If your initial refund request was denied or you believe the resolution offered was inadequate, you may request an escalation to a senior customer service representative or manager by:

• Replying to your refund response email and requesting escalation
• Emailing [email protected] with the subject line "Refund Escalation – [Your Order Number]"

Escalated cases will be reviewed within 3–5 business days by a senior team member who was not involved in the original decision.

10.2 Chargeback Rights

Under applicable United States federal law and credit card network regulations, you retain the right to dispute a charge directly with your bank or credit card issuer if you believe you were charged incorrectly or unfairly. However, we encourage you to contact us first, as chargebacks can be time-consuming and we are often able to resolve issues more quickly through direct communication.

10.3 Consumer Protection Resources

If you believe your consumer rights have been violated, you may also contact the following authorities:

• Federal Trade Commission (FTC): www.ftc.gov
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your applicable state attorney general's office or consumer protection division

10.4 Informal Mediation

Before initiating any formal legal proceedings, we request that both parties attempt to resolve disputes through informal negotiation or mediation. Please contact us at [email protected] to initiate this process.

11. Policy Changes

Jet's Pizza reserves the right to update or modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website at jetspizza.top. We encourage you to review this policy periodically. Your continued use of our services following any changes constitutes your acceptance of the updated policy. If material changes are made, we will make reasonable efforts to notify customers via email or a prominent notice on our website.

12. Contact Information for Refund Requests

For all refund-related inquiries, please contact our customer service team through the following channels:

Our customer service team is available during regular business hours. We aim to respond to all inquiries within 1–2 business days. For urgent food quality or safety concerns, please contact us immediately for the fastest resolution.