Refund Policy

At Mod Pizza, we are committed to delivering fresh, high-quality food and an exceptional customer experience. We understand that issues can occasionally arise with orders, and this Refund Policy outlines our commitment to resolving those issues fairly and efficiently. Please read this policy carefully before placing an order through our website at modpizz.click or through any other ordering channel.

This policy applies to all purchases made directly through our website, mobile ordering platform, in-store transactions, and any third-party delivery or ordering services that reference this policy. By placing an order with us, you agree to the terms outlined below.

1. Refund Eligibility

We want every customer to be satisfied with their Mod Pizza experience. Refunds 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 crust type, etc.).
• 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 did not meet reasonable quality standards at the time of receipt.
• Food Safety Concerns: You have a legitimate concern that the food posed a health or safety risk (e.g., foreign objects, contamination).
• Duplicate Charges: You were charged more than once for the same order due to a technical error.
• Failed Delivery: Your delivery order was never received, and you have confirmed this with the delivery driver or service.
• Unauthorized Transactions: A charge was applied to your payment method without your authorization.

Refunds are evaluated on a case-by-case basis. Mod Pizza reserves the right to request documentation or photographic evidence to support a refund claim, particularly for food quality or safety issues.

2. Timeframes for Refund Requests

To ensure the validity and accuracy of refund claims, all requests must be submitted within the following timeframes:

Requests submitted outside of these timeframes may not be eligible for a refund. We strongly encourage customers to inspect their orders upon receipt and contact us promptly if any issues are identified.

3. Non-Refundable Items and Situations

Certain items and circumstances are not eligible for refunds. These include, but are not limited to:

• Change of Mind: Refunds are not issued simply because you changed your mind about a food item or menu choice after it has been prepared.
• Consumed or Partially Consumed Items: Food that has been substantially consumed is generally not eligible for a refund unless a legitimate quality or safety issue is identified.
• Customization Errors by the Customer: If you made a mistake when customizing your order (e.g., selected the wrong toppings), we are unable to guarantee a refund, though we encourage you to contact us as we may offer accommodations.
• Promotional or Discounted Items: Items purchased as part of a special promotion or offered at a deep discount may not be eligible for a standard refund, though store credit may be offered.
• Gift Cards and Digital Credits: Purchases of gift cards and digital credits are final and non-refundable unless required by applicable law.
• Third-Party Delivery Fees: Delivery fees charged by third-party services (such as DoorDash, Uber Eats, or Grubhub) are not refundable through Mod Pizza; those must be addressed directly with the delivery platform.
• Allergen-Related Issues Where Disclosed: If our menu clearly discloses the presence of allergens and you placed the order acknowledging this, we may not be able to issue a refund.

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

We have made our refund request process as simple and straightforward as possible. Please follow these steps:

1. Step 1 — Gather Your Information: Before contacting us, collect the following: your order number or confirmation email, the date and time of your order, a description of the issue, and any supporting photos if applicable.
2. Step 2 — Contact Us: Reach out to our customer support team using one of the contact methods listed in Section 10 of this policy. Email is the preferred method for refund requests, as it allows you to attach photos and documentation.
3. Step 3 — Submit Your Claim: Provide a clear and concise explanation of the issue. Include your order details, the specific item(s) affected, and what resolution you are requesting (refund, replacement, or store credit).
4. Step 4 — Review Process: Our customer support team will review your claim within 2–3 business days. We may follow up with additional questions or request photographic evidence to verify the issue.
5. Step 5 — Resolution: Once your claim is approved, we will notify you of the refund amount and method. Refunds will be issued to your original payment method or as store credit, depending on the circumstances and your preference.

5. Refund Processing Times by Payment Method

Once a refund has been approved, please allow the following processing times depending on your original payment method:

Please note that while we process refunds promptly on our end, the actual time for the funds to appear in your account depends on your financial institution. We are not responsible for delays caused by banks or payment processors.

6. Partial Refunds

In some cases, a partial refund may be more appropriate than a full refund. Partial refunds may be issued under the following conditions:

• Only a portion of your order was incorrect or missing, while the rest was delivered correctly and satisfactorily.
• The food quality issue affected only specific items within a larger order.
• A discount or promotion was already applied to the order, and the refund is calculated against the amount actually paid.
• You consumed a portion of a food item before identifying a quality concern, and the issue only affected part of the item.
• The order was fulfilled partially due to ingredient unavailability, and you were not adequately notified prior to receiving your order.

The amount of a partial refund will be calculated based on the individual item price(s) affected, minus any applicable discounts or promotions. Our customer service team will communicate the exact refund amount to you before processing.

7. Exchange Policy

Because our products are freshly prepared food items, traditional product exchanges are not always practical. However, we are committed to making things right. Our exchange options include:

• Replacement Item: If you received an incorrect item, we may offer to prepare and provide the correct item at no additional charge, subject to availability and your location.
• In-Store Remakes: For in-store purchases, our team may offer to remake your pizza or food item on the spot if you bring the issue to a team member's attention immediately.
• Store Credit: In cases where a physical replacement is not feasible (e.g., delivery orders with a significant delay), we may issue store credit equivalent to the value of the affected item(s).

Please note that exchanges are subject to the same eligibility conditions and timeframes outlined in Sections 1 and 2 of this policy.

8. Cancellation Policy

We begin preparing your order quickly after it is received to ensure freshness and timely delivery. As a result, our cancellation window is limited:

• Online Orders: You may cancel an online order within 5 minutes of placing it, provided it has not yet entered the preparation stage. To cancel, contact us immediately via email at [email protected] or by phone.
• In-Store Orders: In-store orders cannot typically be cancelled once they have been submitted to the kitchen. Please speak with a team member immediately if you need to make changes.
• Scheduled Orders: Orders scheduled for a future date or time may be cancelled up to 2 hours before the scheduled preparation time without penalty.
• Catering or Large Group Orders: Catering orders may require a minimum of 24–48 hours notice for cancellation. Cancellations made with insufficient notice may be subject to a cancellation fee or may not be eligible for a full refund. Specific terms will be outlined in any catering agreement you receive.

Full refunds will be issued for successfully cancelled orders within the permitted timeframes. Cancellations made after preparation has begun may only be eligible for partial refunds or store credit.

9. Dispute Resolution

We hope to resolve all refund and order concerns directly and amicably. However, if you are not satisfied with the outcome of your refund request, we encourage you to follow this escalation process:

Step 1: Internal Escalation

If your initial refund request was not resolved to your satisfaction, you may request that your case be reviewed by a senior member of our customer support team. Please reply to your original correspondence and indicate that you would like to escalate your concern.

Step 2: Written Complaint

If escalation through our customer support team does not resolve the issue, you may submit a formal written complaint to our management team at the email address provided in Section 10. Please include all relevant documentation, correspondence, and a summary of your desired resolution.

Step 3: Chargeback or External Dispute

If you believe you have been wrongly charged and we have been unable to resolve the matter internally, you have the right to contact your bank or credit card issuer to dispute the charge. Under the Fair Credit Billing Act (FCBA) and applicable consumer protection regulations governed by the Federal Trade Commission (FTC), you may have the right to dispute unauthorized or erroneous charges.

Step 4: Consumer Protection Agencies

You also have the right to file a complaint with consumer protection authorities, including:

• The Federal Trade Commission (FTC) at ftc.gov
• Your state's Attorney General's Office or consumer protection division
• The Better Business Bureau (BBB)

10. Contact Information for Refund Requests

To submit a refund request, ask a question about this policy, or escalate a concern, please contact us using the information below:

Our customer support team is available to respond to inquiries during normal business hours. We aim to respond to all refund-related emails within 1–2 business days. For urgent matters, we recommend contacting us directly by email and marking your message as urgent.

11. Policy Updates

Mod Pizza reserves the right to modify or update this Refund Policy at any time. Any 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 website or services following any changes constitutes your acceptance of the revised policy.

For orders placed prior to any policy update, the terms in effect at the time of your purchase will apply to your refund eligibility.

This Refund Policy was last updated on March 19, 2026. For any questions or concerns, please reach out to us at [email protected] or visit us at modpizz.click.