Refund Policy

At Jet's Pizza, we are committed to delivering a satisfying dining experience with every order. We understand that situations may arise where an order does not meet your expectations, and we want to ensure you are treated fairly. This Refund Policy outlines the conditions under which refunds, exchanges, and cancellations are processed for orders placed through our website at jetspizza.digital or via any of our authorized ordering channels.

Please read this policy carefully before placing an order. By completing a purchase through our platform, you acknowledge that you have read, understood, and agreed to the terms set forth in this Refund Policy. This policy is governed by applicable United States consumer protection laws, including regulations enforced by the Federal Trade Commission (FTC) under the FTC Act.

1. Our Commitment to Customer Satisfaction

Jet's Pizza takes pride in the quality of our food and service. Every order is prepared fresh with carefully selected ingredients. However, we recognize that mistakes can happen — whether it is an incorrect order, a quality issue, or a delivery problem. In such cases, our team is ready to work with you to find a fair and prompt resolution.

Our refund policy applies to all orders placed through jetspizza.digital and any affiliated ordering platforms or third-party delivery services authorized by Jet's Pizza. Please note that orders placed through independent third-party delivery apps may be subject to the refund policies of those platforms as well.

2. Eligibility Conditions for Refunds

A refund request may be considered eligible under the following circumstances:

• Incorrect Order: You received items that were different from what you ordered, including wrong toppings, incorrect pizza size, or missing items.
• Quality Issues: The food delivered or picked up was undercooked, overcooked, spoiled, or otherwise not prepared to an acceptable standard.
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Order Not Delivered: Your order was confirmed and charged but was never delivered to your address within a reasonable timeframe.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical error.
• Allergic Reactions Due to Incorrect Preparation: If a clearly documented allergy note was included in your order and the item was prepared incorrectly, causing an adverse reaction, this may qualify for a refund after investigation.

To be considered for a refund, your claim must be reported within the timeframe specified in Section 3 of this policy. Jet's Pizza reserves the right to verify all claims, which may include requesting photographs of the food, order confirmation details, and other relevant documentation.

3. Timeframes for Refund Requests

Timeliness is critical when requesting a refund for food orders due to the perishable nature of our products. The following timeframes apply:

4. Non-Refundable Items and Services

The following items and circumstances are generally not eligible for a refund:

• Orders where the customer changed their mind after the food has already been prepared or dispatched for delivery.
• Customizations or special instructions that were correctly followed, but the customer was dissatisfied with their own custom request.
• Promotional or discounted items that were clearly marked as non-refundable at the time of purchase.
• Gift cards, promotional credits, or loyalty points once applied to an order.
• Delivery fees, service fees, and any applicable taxes already collected by the platform.
• Orders that have been partially or fully consumed, unless the refund claim relates to a quality issue discovered after partial consumption.
• Orders placed more than the allowed timeframe after the issue occurred, as outlined in Section 3.
• Situations where the customer provided an incorrect delivery address, resulting in non-delivery or delayed delivery.

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

To submit a refund request, please follow the steps outlined below:

1. Step 1 – Gather Your Information: Before contacting us, please have the following ready: your order number or confirmation email, the date and time of your order, your contact information, and a description of the issue. Photographs of the incorrect or damaged food are strongly encouraged and will help expedite the review process.
2. Step 2 – Contact Our Customer Support Team: Reach out to our customer support team via email at [email protected] or visit our website at jetspizza.digital. Include all relevant order details, a description of the issue, and any supporting photos or documentation.
3. Step 3 – Wait for Acknowledgment: Our team will acknowledge your refund request within 1 business day of receipt. You will receive a confirmation email with a reference number for your request.
4. Step 4 – Review and Investigation: Our customer service team will review your claim, which may include verifying order details with the kitchen or delivery staff. We may contact you for additional information if needed. This review process typically takes 1 to 3 business days.
5. Step 5 – Resolution: Once the review is complete, you will be notified of the decision via email. If your refund is approved, we will process it according to the timelines outlined in Section 6. If your request is denied, we will provide a clear explanation of the reason.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the processing time may vary depending on your original payment method:

Please note that while we process refunds promptly on our end, the actual time for funds to appear in your account may depend on your bank or payment provider's processing schedules. Jet's Pizza is not responsible for delays caused by third-party financial institutions.

7. Partial Refunds

In certain situations, a partial refund may be issued instead of a full refund. Partial refunds may apply in the following scenarios:

• Only one or a few items from a larger order were incorrect or missing, and the remaining items were satisfactory.
• The customer partially consumed the order before identifying the quality issue.
• A discount or promotional offer was applied to the original order, and the refund amount is adjusted proportionally.
• Delivery fees or service charges are non-refundable but the food portion of the order qualifies for a refund.

In cases of partial refunds, our customer service team will communicate the exact refund amount and the reason for any deductions clearly before processing the refund.

8. Exchange Policy

Because our products are freshly prepared food items, traditional exchanges in the retail sense are not always practical. However, we do offer the following exchange alternatives:

• Replacement Order: If your order was incorrect or contained quality issues, we may offer to prepare and deliver or make available for pickup a replacement order at no additional charge, depending on the circumstances and your location.
• Store Credit: In lieu of a monetary refund, we may offer store credit equivalent to the value of the disputed item(s), which can be applied to a future order on jetspizza.digital.
• Corrected Item: For missing toppings or minor preparation errors, we may offer to provide the correct item or topping separately if feasible.

Exchange options are offered at our discretion and are subject to the same eligibility conditions and timeframes as standard refunds. Customers may express a preference for an exchange or store credit when submitting their refund request, and we will do our best to accommodate that preference.

9. Cancellation Policy

Due to the nature of freshly prepared food, our ability to accommodate cancellations is limited once an order has entered preparation. The following cancellation policy applies:

9.1 Before Order Confirmation

If you need to cancel an order before it has been confirmed and accepted by our system, please contact us immediately at [email protected]. Orders cancelled before confirmation will receive a full refund.

9.2 After Order Confirmation but Before Preparation Begins

If the order has been confirmed but has not yet entered the preparation stage, cancellation may be possible. Please contact our support team immediately. A full or partial refund may be issued depending on whether any ingredients or preparation steps have already been initiated.

9.3 After Preparation Has Begun

Once your order is actively being prepared in our kitchen, cancellations are generally not accepted. Our kitchen staff begins preparation promptly after order confirmation to ensure timely delivery. In this case, a refund will not be issued for a change of mind cancellation.

9.4 After Dispatch for Delivery

Orders that have already been dispatched for delivery cannot be cancelled. If you are unavailable at your delivery address when the driver arrives, and the order cannot be successfully delivered, the order amount will not be refunded under standard cancellation terms. Please ensure your delivery details are accurate before placing an order.

10. Dispute Resolution Process

We encourage all customers to contact our customer service team first to resolve any refund-related disputes directly and amicably. In the event that a resolution cannot be reached through our internal process, the following steps outline the dispute resolution pathway:

10.1 Internal Escalation

If you are not satisfied with the outcome of your initial refund request, you may request that your case be escalated to a senior customer service representative or manager by emailing [email protected] with the subject line "Refund Dispute Escalation – [Your Order Number]". Escalated cases will be reviewed within 3 to 5 business days.

10.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute a charge with your credit card issuer or bank if you believe a transaction was unauthorized or if you did not receive the goods or services as described. However, we ask that you contact us first to allow us the opportunity to resolve the matter before initiating a chargeback, as chargebacks can be a lengthy process for all parties involved.

10.3 FTC and Consumer Protection Resources

If you believe our practices are in violation of your consumer rights, you may contact the Federal Trade Commission (FTC) at www.ftc.gov or file a complaint with your state's Attorney General office. Our practices are designed to comply with all applicable FTC consumer protection regulations.

10.4 Informal Mediation

For disputes that cannot be resolved through internal escalation, both parties agree to first attempt informal mediation before pursuing any formal legal remedies. Mediation will be conducted in good faith and at no cost to either party.

11. Third-Party Delivery Platforms

If your order was placed through a third-party delivery platform (such as DoorDash, Uber Eats, Grubhub, or others), please note that the refund policy of that platform will also apply. In such cases, you may need to initiate your refund request directly through the third-party platform's customer support system. Jet's Pizza will cooperate with third-party platforms to help resolve legitimate customer complaints but cannot guarantee outcomes governed by those platforms' own policies.

12. Policy Updates

Jet's Pizza reserves the right to update or modify this Refund Policy at any time. Changes will be posted on our website at jetspizza.digital with an updated effective date. We encourage customers to review this policy periodically. Continued use of our services after any changes to this policy constitutes your acceptance of the updated terms.

13. Contact Information for Refund Requests

For all refund requests, questions, or concerns regarding this policy, please contact us using the following information: