Refund Policy

At Mod Pizza, we are committed to delivering the highest quality food and customer experience with every order. We understand that situations may arise where a refund or exchange is necessary, and we want to make that process as simple and transparent as possible. Please read this Refund Policy carefully to understand your rights and our obligations when it comes to refund requests, cancellations, and order disputes.

1. Our Commitment to Customer Satisfaction

We take pride in the quality of every pizza, side dish, and beverage we prepare. If for any reason your order does not meet your expectations — whether due to quality concerns, incorrect items, missing components, or delivery issues — we are here to help. This policy outlines the conditions under which refunds, partial refunds, exchanges, and cancellations are handled in accordance with applicable United States consumer protection laws, including guidelines set forth by the Federal Trade Commission (FTC) under the FTC Act.

Our goal is to resolve every complaint fairly and promptly. We encourage all customers to contact us as soon as a problem is identified so we can work toward the best possible resolution.

2. Eligibility Conditions for Refunds

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

• The refund request must be submitted within the applicable timeframe outlined in Section 3 of this policy.
• The issue must be clearly documented (e.g., photo evidence of incorrect or unsatisfactory food, missing items, or packaging damage).
• The order must have been placed through an official channel, including our website at pizzanmod.click, our official mobile application, or directly at a participating Mod Pizza location.
• The customer must provide valid proof of purchase, including the order number, receipt, or confirmation email.
• The complaint must be legitimate and verifiable — fraudulent refund requests will be denied and may result in account suspension.

2.1 Qualifying Reasons for a Refund

The following situations generally qualify for a full or partial refund:

3. Timeframes for Refund Requests

Timely reporting is essential for us to investigate and resolve your concern effectively. The following timeframes apply:

• In-store and pickup orders: Refund or exchange requests must be made on the same day of purchase, ideally before leaving the restaurant or within 2 hours of pickup.
• Online delivery orders: Requests must be submitted within 24 hours of the delivery timestamp or estimated delivery time.
• Billing disputes and duplicate charges: Must be reported within 7 calendar days of the transaction date.
• Catering or large group orders: Refund requests for catering services must be submitted within 48 hours of the event or delivery date.

4. Non-Refundable Items and Services

Certain items and services are not eligible for refunds under any circumstances. Please review the following list carefully before placing your order:

• Consumed food items: If the majority of a food item has been consumed without complaint, a refund will generally not be issued unless a safety concern is identified.
• Custom special requests: Items prepared with extensive modifications at the customer's request that do not meet standard menu specifications are non-refundable unless they are objectively defective.
• Gift cards and promotional credits: Purchased gift cards are non-refundable and non-exchangeable for cash.
• Delivery fees and service fees: Third-party delivery fees charged by platforms such as DoorDash, Uber Eats, or Grubhub are subject to those platforms' own refund policies and are not refundable by Mod Pizza directly.
• Loyalty points and rewards: Points earned or redeemed through our loyalty program are non-refundable and non-transferable.
• Promotional or discounted orders: Orders placed using a promotional code or discount may have limited refund eligibility. Contact us for details.

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

Follow the steps below to submit a refund request efficiently:

1. Step 1 — Gather Your Information: Locate your order confirmation email, receipt, or order number. Take clear photos of any food quality issues, missing items, or incorrect orders as supporting evidence.
2. Step 2 — Contact Our Customer Support Team: Reach out to us via one of the following methods:
   • Email: [email protected]
   • Website: pizzanmod.click
3. Step 3 — Provide Required Details: In your message or form submission, include:
   • Your full name
   • Order number and date of purchase
   • Description of the problem
   • Preferred resolution (refund, replacement, or exchange)
   • Attached photos or supporting documentation
4. Step 4 — Await Confirmation: Our customer support team will acknowledge your request within 1–2 business days and may request additional information if necessary.
5. Step 5 — Resolution: Once reviewed, we will notify you of our decision and initiate the approved refund, replacement, or exchange within the applicable processing timeline.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to appear in your account depends on your original payment method:

7. Partial Refunds

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

• Only a portion of the order was incorrect or missing (refund issued for affected items only).
• The food quality issue applies to one specific item in a multi-item order.
• The customer consumed a significant portion of the food before reporting the issue.
• The delay or delivery issue affected only part of the order.
• A discount, coupon, or promotional offer was applied at checkout — refund may be proportionally adjusted.

The amount of any partial refund will be determined by our customer support team based on the specific circumstances of the complaint and the value of the affected items.

8. Exchange Policy

In lieu of a monetary refund, Mod Pizza may offer an exchange or replacement for your order. Exchanges are available under the following conditions:

• The original order contained an incorrect item that can be reproduced at no additional cost.
• A missing item can be prepared and delivered or made available for pickup.
• The customer prefers a replacement over a monetary refund.

Exchanges for in-store and pickup orders may be handled immediately by the on-site team manager. For delivery orders, our customer support team will coordinate the replacement and communicate an estimated delivery window.

Please note that exchanges are subject to product availability. If the requested item is temporarily unavailable, a refund or store credit will be offered as an alternative.

9. Cancellation Policy

We understand that plans change. The following cancellation terms apply to orders placed through Mod Pizza:

9.1 Online and App Orders

• Orders may be cancelled for a full refund if the cancellation is requested within 5 minutes of order placement and before food preparation has begun.
• Once preparation has started, the order cannot be cancelled for a full refund. A partial refund or store credit may be issued at management's discretion.
• To cancel an online order, contact us immediately at [email protected] or call your nearest location directly.

9.2 Catering and Large Group Orders

• Cancellations made 72 hours or more before the scheduled event or delivery date: Full refund.
• Cancellations made 24–72 hours before the scheduled date: 50% refund of the total order value.
• Cancellations made less than 24 hours before the scheduled date: No refund will be issued due to food preparation costs and resource allocation.

9.3 In-Store Orders

In-store orders that have been placed at the counter and entered into the system generally cannot be cancelled once preparation has begun. If you wish to make a change to your order, please notify a team member immediately after placing your order.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, you have the right to escalate your concern. We are committed to resolving all disputes in good faith and in compliance with applicable United States consumer protection regulations, including the FTC Act.

10.1 Internal Escalation

If your initial refund request is denied or you feel the resolution offered is insufficient, you may request a formal review by a senior member of our customer service team. To escalate your dispute:

1. Reply to your original support email at [email protected] with the subject line: "ESCALATION REQUEST — [Your Order Number]"
2. Provide a detailed explanation of why you believe the initial resolution was inadequate.
3. Include any additional supporting documentation.
4. A senior representative will respond within 3–5 business days.

10.2 External Dispute Resolution

If an internal resolution cannot be reached, customers may explore the following options:

• Chargeback through your bank or credit card issuer: You may contact your financial institution to dispute a charge. Please be aware that initiating a chargeback without first attempting resolution with Mod Pizza may result in restrictions on your account.
• Better Business Bureau (BBB): You may file a complaint through the BBB at www.bbb.org.
• Federal Trade Commission (FTC): Consumer complaints may be submitted to the FTC at www.ftc.gov in accordance with the FTC Act.
• State consumer protection agencies: Depending on your state, you may have access to additional consumer protection resources through your state's Attorney General office.

11. Food Safety and Allergen Concerns

If you believe your health was affected due to food served at Mod Pizza — including reactions to undisclosed allergens — please contact us immediately. In addition to initiating a refund or replacement, we will conduct an internal review of the situation and cooperate fully with any relevant health authorities.

For allergen-related refund requests, documentation such as a physician's note or medical report may be required. These cases are handled with the highest priority.

12. Third-Party Delivery Platform Disclaimer

Orders placed through third-party platforms including but not limited to DoorDash, Uber Eats, Grubhub, or Postmates are subject to those platforms' individual refund and dispute resolution policies. Mod Pizza does not have direct control over the refund process for orders fulfilled through these services.

If you placed your order through a third-party platform, we recommend contacting that platform's customer support first. If the issue involves food quality or preparation by Mod Pizza, we encourage you to also notify us so we can take appropriate corrective action.

13. Changes to This Refund Policy

Mod Pizza reserves the right to update or modify this Refund Policy at any time. Any changes will be reflected on this page with an updated effective date. We encourage customers to review this policy periodically. Continued use of our services following any policy changes constitutes acceptance of the revised terms.

14. Contact Information

If you have any questions about this Refund Policy or wish to submit a refund request, please contact our customer support team using the information below:

Our customer support team is available Monday through Friday, 9:00 AM – 6:00 PM (local time). We strive to respond to all inquiries within 1–2 business days.