Refund Policy

Effective Date: April 4, 2026  |  Last Updated: April 4, 2026

1. Overview

This Refund Policy applies to all orders placed through our website at pizza-jets.click, by phone, or in person at our location. Because we deal in freshly prepared food products, our refund and return policy is designed to be fair, transparent, and consistent with applicable consumer protection laws in the United States, including guidelines established by the Federal Trade Commission (FTC) Act.

We encourage every customer to review their order carefully before confirming it. Once food preparation begins, our ability to issue a full refund may be limited. However, we will always work with you to find a reasonable resolution.

2. Eligibility Conditions for Refunds

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

• Incorrect Order: You received a food item that is different from what you ordered (wrong pizza, wrong toppings, wrong size).
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food delivered or picked up was demonstrably unsatisfactory in quality — for example, undercooked, significantly overcooked, or otherwise unfit for consumption.
• Delayed Delivery: Your delivery arrived significantly later than the estimated delivery window provided at the time of ordering, and the food quality was compromised as a result.
• Duplicate Charges: You were charged more than once for the same order due to a payment processing error.
• Order Cancellation: Your order was cancelled before food preparation began (see Section 8 for full cancellation policy details).
• Allergic Reaction or Ingredient Error: You notified us of specific dietary restrictions or allergens at the time of ordering and the food delivered did not reflect those specifications, resulting in a health concern.

To be eligible for a refund, the issue must be reported within the timeframes outlined in Section 3 below, and you must provide reasonable evidence of the problem (such as photos of the incorrect or unsatisfactory item).

3. Timeframes for Refund Requests

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

Refund requests submitted outside these timeframes may not be honored. We strongly encourage customers to inspect their orders immediately upon receipt.

4. Non-Refundable Items and Services

Due to the perishable nature of food products, the following items and circumstances are generally not eligible for refunds:

• Food items that have been consumed in full or largely consumed prior to reporting a complaint.
• Orders where the customer changed their mind after preparation had already begun.
• Customized orders where the customer provided incorrect customization details at the time of ordering.
• Promotional or discounted items purchased under specific sale terms that expressly state no refunds are available.
• Delivery fees, unless the delivery failure was entirely the fault of Jet's Pizza.
• Service charges and applicable taxes.
• Gift cards or vouchers once they have been redeemed.
• Orders that were picked up by the customer and consumed off-premises without notifying us of any issue before leaving the location.

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

To initiate a refund request, please follow these steps:

1. Step 1 – Contact Us Promptly:
   Reach out to our customer support team as soon as you identify a problem. You can contact us via email at [email protected] or visit our website at pizza-jets.click.
2. Step 2 – Provide Your Order Details:
   Include your full name, order number, date and time of the order, the items affected, and the payment method used.
3. Step 3 – Describe the Issue:
   Clearly explain what went wrong. Be as specific as possible — for example, "I ordered a large pepperoni pizza but received a medium cheese pizza."
4. Step 4 – Submit Supporting Evidence:
   Where possible, attach photos or screenshots showing the issue (e.g., the incorrect item, missing items, packaging, or your receipt). This helps us process your request faster.
5. Step 5 – Await Our Response:
   Our team will review your request and respond within 1 to 3 business days. We may contact you for additional information if needed.
6. Step 6 – Resolution:
   Upon approval, we will notify you of the refund amount and the expected timeline for processing, based on your original payment method (see Section 6).

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes for the refund to appear will depend on your original payment method:

Please be aware that while we process refunds on our end promptly, your financial institution may take additional time to reflect the credit in your account. We are not responsible for delays caused by third-party payment processors or banking institutions.

7. Partial Refunds

In certain situations, a partial refund may be issued rather than a full refund. This may apply when:

• Only one or a few items in a multi-item order were affected by an error, while the rest of the order was correct and satisfactory.
• The food was partially consumed before the issue was identified.
• The order issue was minor in nature and does not warrant a full refund (e.g., a small topping was missing but the rest of the order was accurate).
• A delivery delay occurred but the food arrived and was still consumable.
• A discount or promotional credit was applied to the original order; refunds will be calculated based on the actual amount paid.

The amount of a partial refund will be determined on a case-by-case basis by our customer service team. We aim to ensure that the refund amount fairly reflects the impact of the issue on your overall order experience.

8. Cancellation Policy

We understand that plans can change. However, because our food is freshly prepared upon ordering, our cancellation window is very limited.

8.1 Online and Phone Orders

• Orders may be cancelled for a full refund only if cancelled within 5 minutes of being placed and before food preparation has begun.
• Once food preparation has started, cancellations will not be eligible for a full refund. A partial store credit may be offered at our discretion.
• To cancel an order, contact us immediately at [email protected] or via phone.

8.2 In-Store Orders

• In-store orders that have already been prepared cannot be cancelled or refunded unless there is a demonstrable quality issue.
• Customers are encouraged to verify their order details before payment is processed.

8.3 Catering and Large Group Orders

• Catering orders or large group orders must be cancelled at least 24 hours in advance to receive a full refund.
• Cancellations made between 12 and 24 hours before the scheduled order time may receive a 50% refund or store credit.
• Cancellations made less than 12 hours before the scheduled time will not be eligible for a refund.

9. Exchange Policy

Because we deal in perishable food items, traditional product exchanges are not always feasible. However, we are committed to making things right through the following options:

• Replacement Order: If your order was incorrect or significantly below our quality standards, we will offer to prepare and deliver or make available a replacement order at no additional charge.
• Store Credit: In lieu of a cash refund or replacement, we may offer a store credit of equal or greater value that can be applied to your next order.
• Partial Credit + Replacement: For complex order issues, we may offer a combination of a partial refund and a replacement item.

Exchanges and replacements are subject to availability and must be requested within the timeframes outlined in Section 3 of this policy.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we want to ensure you have a clear path to resolution.

10.1 Internal Escalation

You may escalate your concern to a senior member of our customer service team by sending a follow-up email to [email protected] with the subject line "Refund Escalation – [Your Order Number]". Please include all previous correspondence for reference. A senior team member will respond within 2 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 company or bank if you believe you have been billed incorrectly or if a service was not delivered as promised. This is a protected right under the Fair Credit Billing Act (FCBA). We encourage customers to contact us directly first to resolve the issue before initiating a chargeback, as we are committed to fair resolutions.

10.3 Consumer Protection Agencies

If you feel your consumer rights have been violated, you may also file a complaint with the following authorities:

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

11. Contact Information for Refund Requests

For all refund-related inquiries, please contact us using the details below. Our customer support team is here to help and will respond as quickly as possible.

When contacting us, please have the following information ready to help us assist you efficiently:

• Your full name
• Order number and date of order
• Description of the issue
• Photos or documentation (if applicable)
• Your preferred resolution (refund, replacement, or store credit)

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 pizza-jets.click with an updated effective date. Continued use of our services after any changes constitutes your acceptance of the revised policy. We encourage customers to review this policy periodically.