Refund Policy

At Mod Pizza, we are committed to providing our customers with the highest quality food and dining experience. We understand that sometimes things do not go as planned, and we want to make sure you feel confident and satisfied with every order. This Refund Policy explains your rights and our procedures when it comes to refunds, exchanges, cancellations, and dispute resolution.

Please read this policy carefully before placing any order through our website at goodmodpizza.rest or through any affiliated ordering channels. By completing a purchase with us, you agree to the terms outlined in this Refund Policy.

1. Our Commitment to Customer Satisfaction

We take pride in preparing fresh, made-to-order food for each and every customer. Because our products are food items prepared on demand, our refund policy is designed to balance fairness to our customers with the practical realities of perishable, customized food preparation. We will always work with you in good faith to resolve any issues that arise with your order.

2. Eligibility Conditions for Refunds

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

• Incorrect Order: You received an item that differs significantly from what you ordered (wrong toppings, wrong size, wrong item entirely).
• Quality Issues: Your food was undercooked, overcooked, or otherwise not prepared to a reasonable standard of quality.
• Missing Items: Part of your order was not included in your delivery or pickup bag.
• Food Safety Concerns: You have a genuine concern about the safety or integrity of the food you received.
• 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 despite confirmation of placement and payment.
• Order Cancellation Within Eligible Window: You cancelled your order within the permitted cancellation timeframe as described in Section 8 of this policy.

3. Timeframes for Refund Requests

To ensure we can properly investigate and resolve your concern, refund requests must be submitted within the following timeframes:

Requests submitted outside of these timeframes may not be eligible for a refund. We encourage you to contact us as soon as you identify any issue with your order.

4. Non-Refundable Items and Services

Due to the nature of our business — fresh, customized food preparation — certain items and circumstances are not eligible for refunds:

• Orders that have been fully consumed or substantially eaten before a complaint is raised (except in cases of genuine food safety concerns).
• Customized orders where the food was prepared exactly as specified by the customer, even if the customer later changes their preference.
• Delivery fees and service fees charged by third-party delivery platforms (these are subject to the respective platform's own refund policies).
• Tips and gratuities added to orders at checkout.
• Promotional or discounted items where the promotion terms explicitly state no refunds are available.
• Gift cards and promotional credits once they have been redeemed or applied to an order.
• Orders where the customer provided an incorrect delivery address and the food was delivered to the stated address.
• Situations where the customer was unavailable at the time of delivery after multiple delivery attempts.

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

We have made our refund request process as straightforward as possible. Please follow these steps to submit your request:

1. Gather Your Information: Before reaching out, please have the following ready:
   • Your order confirmation number or receipt
   • The date and time of your order
   • A description of the issue
   • Photographs of the incorrect, missing, or unsatisfactory items (if applicable)
   • Your preferred contact information and payment method used
2. Contact Our Customer Support Team: Reach out to us through one of the following channels:
   • Email: [email protected]
   • Website: goodmodpizza.rest
3. Provide a Detailed Description: In your message, clearly describe what went wrong with your order. The more detail you provide, the faster we can assess and resolve your request.
4. Wait for Confirmation: Our customer service team will acknowledge receipt of your request within 1 to 2 business days.
5. Review and Resolution: We will review the information provided and may follow up with additional questions. Once our review is complete, we will notify you of our decision and any applicable refund amount.
6. Refund Issuance: Approved refunds will be processed according to the timelines described in Section 6 of this policy.

6. Refund Processing Times by Payment Method

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

7. Partial Refunds

In some situations, a partial refund may be issued rather than a full refund. Circumstances where a partial refund may apply include:

• Only one or a few items from a larger order were incorrect, missing, or unsatisfactory.
• The food quality issue affected only part of your order.
• A portion of the order had already been consumed before the complaint was identified.
• The issue was partially caused by customer error (for example, a customization note that was unclear).
• A discount, promotion, or coupon was applied to the order, and the refund is calculated proportionally.

Our team will always communicate the refund amount to you before processing and will explain the reasoning for any partial refund determination. You are welcome to discuss the decision with our support team if you believe a different amount is warranted.

8. Cancellation Policy

We begin preparing food orders promptly after they are placed in order to ensure freshness and timely delivery. As a result, our cancellation window is limited:

Online Orders

• Orders may be cancelled for a full refund if the cancellation request is made within 5 minutes of placing the order, and before our kitchen has begun preparation.
• After the 5-minute window, cancellations may not be possible, and refunds will only be issued at our discretion based on the stage of preparation.
• If we are unable to fulfil your order due to circumstances on our end (such as ingredient unavailability or technical errors), you will receive a full refund regardless of timing.

In-Store Orders

• In-store orders cannot be cancelled once the preparation process has begun at the counter.
• If there is an error at the point of sale (such as a duplicate charge), please speak with a team member immediately for same-day resolution.

Pre-Orders and Catering Orders

• Catering or large group orders may be cancelled with a full refund if cancelled at least 48 hours before the scheduled order time.
• Cancellations made between 24 and 48 hours prior to the order may receive a 50% refund.
• Cancellations made less than 24 hours before the scheduled order time are generally non-refundable, as ingredients and staffing will have already been allocated.

9. Exchange Policy

Because we prepare fresh food to order, traditional exchanges are not possible in the same way they might be for physical retail goods. However, we do our best to accommodate remake requests under the following conditions:

• In-Store Remakes: If your order was prepared incorrectly in-store, please inform a team member immediately. We will remake your order at no additional charge.
• Delivery or Pickup Order Issues: If you received an incorrect item through delivery or pickup, please contact us as described in Section 5. Depending on the situation, we may offer a remake, store credit, or refund.
• Preference Changes: We are unable to offer remakes or exchanges for orders that were prepared correctly but where the customer has simply changed their mind about their choices.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we encourage you to take the following steps to resolve the matter:

Step 1: Request an Internal Review

Contact our customer support team at [email protected] and request that your case be reviewed by a supervisor or manager. Please reference your original complaint or ticket number and explain why you believe the decision should be reconsidered.

Step 2: State Consumer Protection Resources

If you remain unsatisfied after our internal review, you may choose to file a complaint with relevant consumer protection agencies. In the United States, the following resources are available:

• Federal Trade Commission (FTC): The FTC protects consumers from unfair or deceptive business practices under the FTC Act. You may file a complaint at www.ftc.gov.
• Consumer Financial Protection Bureau (CFPB): If your dispute involves a payment or billing issue, the CFPB may be able to assist. Visit www.consumerfinance.gov.
• Your State Attorney General's Office: Most U.S. states have consumer protection divisions that handle complaints about businesses operating within the state.
• California Residents: If you are a California resident, you may also have additional rights under the California Consumer Privacy Act (CCPA/CPRA) and may contact the California Attorney General's office for guidance on consumer rights.

Step 3: Credit Card Chargebacks

As a last resort, you may contact your bank or credit card issuer to initiate a chargeback if you believe a charge was unauthorized or that a product or service was not delivered as promised. Please note that initiating a chargeback without first attempting to resolve the issue with us directly may affect your ability to use our services in the future. We always encourage direct communication as the first and preferred step.

11. Third-Party Delivery Platform Orders

If your order was placed through a third-party delivery service such as DoorDash, Uber Eats, Grubhub, or any similar platform, your refund request may need to be directed to that platform directly, as they control the transaction and payment processing on their end. We recommend:

• First contacting the delivery platform's customer support through their app or website.
• If the issue relates specifically to food quality or preparation (rather than delivery), you may also contact us at [email protected] so we are aware and can take corrective action.
• Refund timelines and eligibility for third-party platform orders are governed by those platforms' own policies.

12. Changes to This Refund Policy

We reserve the right to update or modify this Refund Policy at any time. When we make changes, we will update the "Last Updated" date at the top of this page. We encourage you to review this policy periodically to stay informed about your rights and our procedures. Continued use of our website or services after any changes have been posted constitutes your acceptance of the updated policy.

13. Contact Information

If you have any questions about this Refund Policy, need to submit a refund request, or wish to discuss any issue related to your order, please do not hesitate to contact our customer support team using the details below:

Our customer support team is dedicated to responding to all inquiries promptly and professionally. We appreciate your business and thank you for giving us the opportunity to make things right when they do not go as expected.