Refund Policy

At Mod Pizza, we are committed to ensuring complete customer satisfaction with every order and interaction. We understand that issues may arise, and this Refund Policy outlines the conditions, procedures, and timelines under which refunds, exchanges, and cancellations are processed. Please read this policy carefully before placing an order or making a purchase through our website at modpizzafood.click.

1. Overview

This Refund Policy applies to all purchases, orders, and transactions made through our website modpizzafood.click or directly at our food service locations. By placing an order with Mod Pizza, you acknowledge and agree to the terms outlined in this policy. We reserve the right to update or modify this policy at any time, with changes taking effect upon posting to our website.

Our refund policy is designed to be fair, transparent, and consistent with applicable consumer protection laws in the United States, including regulations enforced by the Federal Trade Commission (FTC) under the FTC Act, as well as applicable state consumer protection statutes.

2. Eligibility Conditions for Refunds

To be eligible for a refund, the following conditions must be met:

• Incorrect Order: You received an item that does not match your original order (wrong toppings, wrong size, wrong item).
• Food Quality Issues: The food received was undercooked, overcooked, spoiled, or otherwise unfit for consumption at the time of delivery or pickup.
• Missing Items: One or more items from your confirmed order were missing from your delivery or pickup bag.
• Duplicate Charges: You were charged more than once for the same order due to a payment processing error.
• Failed Delivery: Your order was confirmed but never delivered and was not made available for pickup within a reasonable time frame.
• Unauthorized Transaction: A charge appeared on your account that you did not authorize.

Refund eligibility is evaluated on a case-by-case basis. Mod Pizza reserves the right to request supporting evidence such as photographs, order confirmation numbers, or written descriptions of the issue before approving a refund.

3. Timeframes for Refund Requests

Refund requests must be submitted within the following timeframes to be considered valid:

4. Non-Refundable Items and Services

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

• Orders where the customer changed their mind after the food has been prepared or is in transit.
• Partially consumed food items, unless a genuine quality issue is identified.
• Promotional or discounted items that were clearly marked as non-refundable at the time of purchase.
• Gift cards, promotional credits, or loyalty points once redeemed.
• Orders that were customized per special customer request (specific dietary modifications) and delivered as requested.
• Delivery fees charged by third-party delivery services, unless the delivery failure was a result of our error.
• Any order where the refund request is submitted outside the applicable deadline window.
• Dissatisfaction based solely on personal taste preferences when the order was accurately fulfilled.

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

Follow the steps below to submit a refund request with Mod Pizza:

6. Refund Processing Times by Payment Method

Once a refund has been approved, processing times vary depending on the original payment method used:

Please note that while we process refunds promptly on our end, the time it takes for funds to appear in your account may depend on your financial institution or payment provider. If you have not received your refund within the stated timeframe, we recommend contacting your bank or payment provider before reaching out to us.

7. Partial Refunds

In certain circumstances, Mod Pizza may issue a partial refund rather than a full refund. Partial refunds may apply in the following situations:

• Only a portion of your order was incorrect, missing, or unsatisfactory, while the remainder was delivered as expected.
• The customer partially consumed the order before identifying a quality issue.
• A coupon, discount, or promotional code was applied to the original order, in which case the refund will reflect the actual amount paid for the affected items.
• Delivery fees are disputed but the food items were delivered correctly.
• The issue affects only specific items within a bundle or combo order.

The amount of any partial refund will be communicated to the customer prior to processing, and the customer will have the opportunity to accept the partial refund or escalate the matter through our dispute resolution process.

8. Exchange Policy

Due to the perishable nature of food products, we do not offer direct exchanges for food items in the traditional sense. However, we are committed to making things right. In cases where a food item is incorrect or unsatisfactory, we may offer:

• Order Replacement: A replacement order may be offered at no additional cost, subject to availability and at the discretion of management. Replacement orders must be requested within 24 hours of the original order.
• Store Credit: In lieu of a cash refund or replacement, customers may opt to receive store credit equivalent to the value of the affected item(s), which can be applied to a future order.
• Complimentary Items: In some cases, we may offer complimentary items on your next visit or order as a goodwill gesture.

All exchange and replacement decisions are made at the discretion of Mod Pizza management and are subject to availability at the time of the request.

9. Cancellation Policy

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

9.1 Online and Phone Orders

Orders may be cancelled and a full refund issued only if the cancellation request is made within 5 minutes of placing the order and before the order has entered preparation. Once food preparation has begun, cancellations are not guaranteed, and a full refund may not be available.

9.2 In-Store Orders

In-store orders that have not yet been prepared may be cancelled by speaking directly with a team member at the counter. Once preparation has begun, cancellations are not accepted for in-store orders.

9.3 Catering and Large Group Orders

Catering orders and large group orders require a minimum 48-hour advance notice for cancellation to receive a full refund. Cancellations made between 24–48 hours before the scheduled delivery or pickup time may be subject to a cancellation fee of up to 25% of the total order value. Cancellations made less than 24 hours before the scheduled time may not be eligible for a refund.

9.4 Third-Party Platform Orders

Orders placed through third-party delivery platforms (such as DoorDash, Uber Eats, Grubhub, etc.) are subject to the cancellation policies of those respective platforms. Please contact the platform directly to request a cancellation or refund for orders placed through their services.

10. Dispute Resolution Process

If you are unsatisfied with our decision regarding your refund request, Mod Pizza provides a structured dispute resolution process to ensure fair and prompt resolution:

10.1 Internal Escalation

If your initial refund request is denied or you disagree with the outcome, you may request a formal review by contacting us at [email protected] with the subject line "Refund Dispute – [Your Order Number]." Please include your original refund request details and the reason for your dispute. A senior member of our customer service team will review your case within 5–7 business days and provide a final written decision.

10.2 Chargeback Rights

Customers retain the right to initiate a chargeback with their credit card issuer or bank if they believe a charge was unauthorized or erroneous. We encourage customers to exhaust our internal dispute resolution process before initiating a chargeback, as chargebacks can delay resolution. However, we fully respect your rights under applicable banking regulations and consumer protection laws.

10.3 FTC and Consumer Protection Resources

Customers in the United States have additional rights under the Federal Trade Commission Act and applicable state consumer protection laws. If you believe your consumer rights have been violated, you may file a complaint with:

• Federal Trade Commission (FTC): reportfraud.ftc.gov
• Your State Attorney General's Office
• Better Business Bureau (BBB): www.bbb.org

10.4 Governing Law

This Refund Policy and any disputes arising from it shall be governed by and construed in accordance with the laws of the United States and the applicable state laws where transactions occur, without regard to conflict of law principles.

11. Special Circumstances

Mod Pizza recognizes that extraordinary circumstances may warrant exceptions to standard refund procedures. In cases involving food safety concerns, allergic reactions, or health-related issues directly linked to our products, we treat such matters with the utmost seriousness and will work expeditiously to investigate and resolve claims. Please contact us immediately at [email protected] if you experience any health-related concern following consumption of our products.

12. Policy Amendments

Mod Pizza reserves the right to amend, update, or modify this Refund Policy at any time. Any changes will be posted on our website at modpizzafood.click with an updated effective date. Your continued use of our services following the posting of changes constitutes your acceptance of the revised policy. We encourage customers to review this policy periodically.

13. Contact Information for Refund Requests

For all refund requests, questions, or concerns related to this policy, please contact our customer support team using the information below:

This Refund Policy was last reviewed and updated on May 22, 2026. This policy applies exclusively to transactions and services provided by Mod Pizza through modpizzafood.click and associated service locations. For questions about our Terms of Service or Privacy Policy, please visit our website.