Refund Policy

1 Overview

At Mod Pizza, customer satisfaction is our highest priority. We are committed to providing fresh, high-quality food and exceptional service. This refund policy outlines the conditions and procedures for requesting refunds on purchases made at our restaurant or through our online ordering platform.

2 Refund Eligibility

To be eligible for a refund, your request must meet the following conditions:

• Time Frame: Refund requests must be made within 24 hours of order completion for dine-in orders, or within 2 hours for delivery/pickup orders
• Proof of Purchase: Valid receipt, order confirmation email, or transaction record must be provided
• Order Condition: Food items must be substantially uneaten or demonstrably defective
• Valid Complaint: Legitimate concerns about food quality, temperature, incorrect order, or service issues
• Contact Information: Accurate contact details must be provided for verification and processing

3 Non-Refundable Items

The following items and circumstances are not eligible for refunds:

• Gift cards and promotional certificates (except as required by law)
• Digital downloads, loyalty points, or promotional credits
• Orders that have been substantially consumed (more than 50% eaten)
• Refund requests made after the specified time limits
• Orders cancelled after preparation has begun
• Custom orders that were prepared according to customer specifications
• Change of mind requests without valid quality or service concerns

4 Refund Request Process

Follow these steps to request a refund:

1. Contact Us Immediately: Call our customer service at +1 855-228-6325 or speak with a manager at the restaurant location
2. Provide Order Details: Share your receipt number, order time, location, and specific concerns about your order
3. Documentation: If possible, provide photos of the issue (incorrect order, food quality problems, etc.)
4. Verification: Our team will verify your order details and assess the validity of your refund request
5. Resolution: We will offer an appropriate solution, which may include a full refund, partial refund, or replacement order

5 Refund Processing Methods

Approved refunds will be processed according to the following guidelines:

• Original Payment Method: Refunds are typically issued to the original form of payment used for the purchase
• Credit/Debit Cards: 3-5 business days for the refund to appear on your statement
• Cash Payments: Immediate refund available at the restaurant location where the purchase was made
• Gift Cards: Refunds may be issued as store credit or new gift card, depending on the original purchase method
• Third-Party Delivery: Refunds for orders placed through delivery apps will be processed through those platforms according to their policies

6 Exchange Policy

In many cases, we prefer to offer exchanges or replacements rather than refunds to ensure you receive the quality meal you deserve:

• Immediate Replacement: For incorrect orders, we will remake your pizza at no additional charge
• Quality Issues: If your food doesn't meet our standards, we'll provide a fresh replacement immediately
• Temperature Problems: Cold or improperly heated food will be replaced with a hot, fresh order
• Store Credit: We may offer store credit for future visits when immediate replacement isn't practical
• Upgrade Options: In some cases, we may offer to upgrade your order or add complimentary items

7 Damaged or Defective Items

Special procedures apply for orders that arrive damaged or contain defective items:

• Delivery Damage: Report damaged delivery orders immediately to our customer service team
• Foreign Objects: Any food contamination or foreign objects will result in an immediate full refund and incident report
• Allergen Concerns: Incorrect ingredients that may cause allergic reactions will be handled as priority refund cases
• Temperature Safety: Food delivered at unsafe temperatures will be refunded and replaced if desired
• Packaging Issues: Damaged packaging that affects food quality or safety qualifies for immediate refund