Refund Policy

At Mod Pizza, we are committed to delivering exceptional food and a satisfying customer experience. We understand that there are occasions when an order may not meet your expectations, and we want to make the process of addressing those concerns as straightforward and transparent as possible. Please read this Refund Policy carefully to understand your rights and our obligations regarding refunds, exchanges, and cancellations.

1. Overview

This Refund Policy applies to all purchases made through our website at modpizz.rest, through our mobile ordering platform, by phone, or in person at any Mod Pizza location. By placing an order with us, you agree to the terms outlined in this policy. We reserve the right to update or modify this policy at any time, and any changes will be reflected with a new effective date posted on our website.

Our goal is to resolve every concern fairly and efficiently. We encourage customers to contact us promptly so we can address issues while they are still fresh and verifiable.

2. Eligibility Conditions for Refunds

A refund may be issued under the following circumstances:

• Incorrect Order: You received an item that is different from what you ordered (e.g., wrong toppings, wrong size, or wrong crust type).
• 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, or otherwise prepared in a manner that does not meet reasonable quality standards.
• Foreign Objects: A foreign object was found in your food that poses a safety concern.
• Allergen Concerns: Despite clearly communicating an allergen requirement at the time of order, the item was prepared with an ingredient you specifically requested to be excluded (note: we cannot guarantee allergen-free environments, but we take requests seriously).
• Order Not Delivered: Your delivery order was never received, confirmed by our delivery records or third-party delivery provider.
• Duplicate Charges: You were charged more than once for the same transaction.

Refunds are evaluated on a case-by-case basis. We reserve the right to request photographic evidence or additional information before approving a refund.

3. Timeframes for Refund Requests

To be eligible for a refund, requests must be submitted within the following timeframes:

4. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds, including but not limited to:

• Change of Mind: If you simply changed your mind about your order after it has been prepared, we are unable to process a refund.
• Customization Errors Made by the Customer: If you incorrectly selected ingredients, toppings, or other customizations during the ordering process, we are not responsible for the resulting product.
• Partially Consumed Meals: Food that has been substantially consumed is generally not eligible for a refund unless there is a valid quality or safety complaint.
• Promotional or Discounted Items: Items purchased using promotional codes, coupons, or as part of limited-time promotional offers may not be eligible for full refunds. Store credit may be offered at our discretion.
• Gift Cards: Purchased gift card balances are non-refundable and non-transferable.
• Third-Party Delivery Fees: Delivery fees charged by third-party platforms (such as DoorDash, Uber Eats, or Grubhub) are not refundable by Mod Pizza. Please contact the respective platform directly for those charges.
• Tips and Gratuities: Any tips added to your order are non-refundable.

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

We have made the refund request process as simple as possible. Please follow the steps below:

1. Step 1 – Gather Your Information: Before reaching out, please have the following ready:
   • Your order number or confirmation email
   • The date and time of your order
   • A description of the issue
   • Photographic evidence (if applicable, especially for food quality or incorrect items)
   • Your preferred contact method and refund method
2. Step 2 – Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: modpizz.rest (via the Contact or Support section)
3. Step 3 – Submit Your Request: Provide all relevant details and attach any supporting documentation or images. Clearly state whether you are requesting a refund, a replacement, or store credit.
4. Step 4 – Review and Confirmation: Our customer support team will review your request and may follow up with additional questions. You will receive an acknowledgment of your request within 1–2 business days.
5. Step 5 – Resolution: Once your request has been reviewed and approved, we will notify you of the outcome and initiate the refund or resolution within the timeframes specified below.

6. Refund Processing Times by Payment Method

Once a refund has been approved, please allow the following timeframes for processing:

Please note that while we process refunds promptly on our end, the actual appearance of funds in your account depends on your financial institution and may take additional time. Mod Pizza is not responsible for delays caused by your bank or payment provider.

7. Partial Refunds

In certain situations, a partial refund may be granted rather than a full refund. Circumstances that may result in a partial refund include:

• Only a portion of your order was incorrect or unsatisfactory.
• You have partially consumed the food item before reporting the issue.
• Your complaint pertains to a specific item in a bundle or meal deal rather than the entire order.
• A promotional discount was applied to the original order, reducing the refundable amount.
• The issue is deemed minor (e.g., a small variation in toppings that does not significantly impact the value of the product).

In all partial refund cases, we will clearly communicate the approved refund amount before processing and provide an explanation for the decision.

8. Exchange Policy

We understand that sometimes a replacement is preferable to a refund. Mod Pizza is pleased to offer order exchanges under the following conditions:

• The original order was incorrect or did not meet quality standards as described in Section 2.
• The exchange request is made within 24 hours of receiving the original order.
• The replacement item is of equal or lesser value to the original item. If the replacement is of greater value, the difference must be paid by the customer.
• Exchanges for in-store orders are handled at the location where the order was placed.
• Exchanges for online or delivery orders will be coordinated through our customer support team.

We may offer store credit as an alternative to a direct exchange in situations where an immediate replacement is not feasible (e.g., due to store hours or delivery constraints).

9. Cancellation Policy

We begin preparing your order as soon as it is confirmed, which means our window for cancellations is limited. Please review the following guidelines:

9.1 Online and App Orders

• Orders may be cancelled within 5 minutes of placement, provided preparation has not yet begun.
• Once preparation has started, cancellations are not guaranteed and will be evaluated on a case-by-case basis.
• To cancel, contact us immediately at [email protected] or call the store directly.

9.2 In-Store Orders

• In-store orders can typically be cancelled before the item enters the oven or assembly stage. Please notify a team member immediately.
• Once food preparation is complete, cancellations will not be accepted.

9.3 Catering and Large Group Orders

• Catering orders require at least 48 hours' notice for cancellation to receive a full refund.
• Cancellations made between 24–48 hours before the scheduled order time will receive a 50% refund.
• Cancellations made with less than 24 hours' notice are not eligible for a refund, as ingredients and staff resources have already been committed.

10. Dispute Resolution Process

We strive to resolve all refund-related concerns amicably and efficiently. If you are not satisfied with the outcome of your refund request, the following dispute resolution process applies:

10.1 Internal Escalation

If your initial refund request was not resolved to your satisfaction, you may request an escalation by emailing [email protected] with the subject line "Refund Dispute – Escalation Request" and including your original case or order number. A senior member of our customer experience team will review your case within 3–5 business days.

10.2 Consumer Protection Resources

Mod Pizza operates in the United States and is subject to applicable federal and state consumer protection laws, including:

• The Federal Trade Commission (FTC) Act, which protects consumers against unfair or deceptive business practices.
• State-level consumer protection statutes applicable in the state where the purchase was made.

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

• Federal Trade Commission (FTC): www.ftc.gov
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov (for payment or billing disputes)
• Your state's Attorney General office or consumer protection agency.

10.3 Chargeback Notice

We encourage customers to contact us directly before initiating a chargeback with their financial institution. Most issues can be resolved more quickly through our internal process. However, we respect your right to pursue chargebacks through your card issuer in accordance with applicable regulations. Please note that fraudulent chargebacks may result in suspension of your account.

10.4 Informal Mediation

In cases where a dispute cannot be resolved through internal escalation, both parties agree to first attempt resolution through good-faith negotiation or informal mediation before pursuing any formal legal action.

11. Special Circumstances

We recognize that exceptional situations arise. Refund requests related to the following circumstances will be reviewed with additional consideration:

• Medical or Allergic Reactions: If you believe you experienced an adverse reaction due to our food, please contact us and, if necessary, seek medical attention immediately. We take these matters extremely seriously and will investigate thoroughly.
• Service Failures: In the rare event of a significant service failure that affects multiple customers (e.g., a system outage affecting online orders), we will proactively reach out to affected customers with resolution options.
• Natural Disasters or Extenuating Circumstances: Orders affected by events outside our control (force majeure events) will be reviewed on an individual basis.

12. Contact Information for Refund Requests

For all refund inquiries, exchanges, cancellations, or disputes, please contact our customer support team using the following information:

Our customer support team is available during regular business hours. We aim to respond to all inquiries within 1–2 business days. For urgent matters, particularly those involving food safety or health concerns, please indicate the urgency clearly in the subject line of your email.

13. Policy Updates

Mod Pizza reserves the right to amend, update, or modify this Refund Policy at any time without prior notice. Changes will be effective immediately upon posting to our website at modpizz.rest. We encourage you to review this policy periodically to stay informed about how we handle refund requests. Your continued use of our services after any changes constitutes your acceptance of the updated policy.

This Refund Policy was last reviewed and updated on March 19, 2026.