Refund Policy

At Mod Pizza, we are committed to delivering a high-quality food experience to every customer. We understand that situations may arise where a refund or exchange is necessary. This Refund Policy outlines the conditions, procedures, and timeframes associated with refund and cancellation requests. Please read this policy carefully before placing an order through our website at pizz-mods.digital.

1. Overview

This policy applies to all purchases made through our website, mobile platform, or any affiliated ordering channels operated by Mod Pizza. By placing an order with us, you agree to the terms set forth in this Refund Policy. We encourage you to review your order carefully before submitting it, as food items are perishable and subject to specific handling conditions that affect our ability to process refunds.

Our goal is to resolve every customer concern fairly and promptly. If you are not satisfied with your order, please contact us as soon as possible so we can work toward an appropriate resolution.

2. Eligibility Conditions for Refunds

Refunds may be issued under the following circumstances:

• Incorrect Order: You received an item that does not match what you ordered (wrong toppings, wrong size, wrong item).
• Missing Items: One or more items from your order were not included in your delivery or pickup.
• Food Quality Issues: The food was undercooked, overcooked, spoiled, or otherwise unfit for consumption at the time of delivery or pickup.
• Allergic Ingredient Errors: An allergen was included in your order despite a clearly documented allergy request made at the time of ordering.
• Damaged or Tampered Packaging: Your order arrived with packaging that was clearly damaged, opened, or tampered with prior to receipt.
• Duplicate Charges: You were charged more than once for the same order due to a technical or processing error.
• Order Not Delivered: Your delivery order was never received, despite confirmation from our system that it was dispatched.

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

• The refund request must be submitted within the timeframe outlined in Section 3 below.
• You must provide your order confirmation number and proof of purchase.
• Photographic evidence of any food quality or packaging issues may be required.
• Refund requests must be made in good faith and reflect genuine concerns regarding your order.

3. Timeframes for Refund Requests

Timely reporting is essential when dealing with perishable food products. Please adhere to the following timeframes when submitting a refund request:

4. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds. These include:

• Change of Mind: Orders that have already been prepared or delivered cannot be refunded solely because you changed your mind or no longer want the item.
• Consumed Items: Items that have been substantially consumed will not be eligible for a refund unless there is a documented quality or safety issue.
• Customization Errors Made by the Customer: If an incorrect customization was entered by the customer at checkout and the order was prepared as specified, no refund will be issued.
• Promotional or Discounted Items: Items purchased using promotional codes, coupons, or special discount offers may not be eligible for a cash refund but may be eligible for store credit at our discretion.
• Delivery Fees: Delivery fees are generally non-refundable unless the order was never delivered due to an error on our part.
• Digital Gift Cards or Credits: Once activated, digital gift cards and store credit balances are non-refundable and non-transferable.
• Catering Deposits: Non-refundable deposits made for catering or large group orders, as specified at the time of booking.

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

To submit a refund request, please follow these steps:

1. Gather Your Information: Have the following ready before contacting us:
   • Order confirmation number
   • Date and time of the order
   • Payment method used
   • Description of the issue
   • Photos (if applicable)
2. Contact Us: Reach out to our customer support team via one of the following methods:
   • Email: [email protected]
   • Website: pizz-mods.digital (use the Contact Us form)
3. Submit Your Request: Provide all relevant details including your order number, a description of the issue, and any supporting photographs. The more information you provide, the faster we can process your request.
4. Confirmation: You will receive an acknowledgment email confirming receipt of your refund request within 1 business day.
5. Review Process: Our customer service team will review your request and may contact you for additional information. A decision will be communicated to you within 3–5 business days.
6. Resolution: If your refund is approved, it will be processed according to the timeframes outlined in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved, please allow the following processing times depending on your original payment method:

7. Partial Refunds

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

• Only a portion of your order was incorrect or missing, and the remainder was delivered as expected.
• A food quality issue affected only one or a few items in a larger order.
• The customer accepted and consumed a portion of the order before raising a complaint.
• A promotional discount was applied to the order, and the refund is adjusted to reflect the actual amount paid for the affected item(s).

The amount of any partial refund will be communicated to you prior to processing, and you will have the opportunity to accept or dispute the proposed amount through our customer support team.

8. Exchange Policy

Due to the perishable nature of food products, direct item exchanges are generally not available for orders that have already been delivered. However, we may offer the following alternatives in lieu of an exchange:

• Replacement Order: In cases where an incorrect or unsatisfactory item was received, we may offer to prepare and send a replacement order at no additional charge, subject to availability and delivery area.
• Store Credit: If a replacement order is not feasible, we may issue store credit equivalent to the value of the affected item(s), which can be applied to a future order.
• In-Store Correction: For pickup orders, if you report an issue immediately upon receipt, our team will attempt to correct the order on-site.

Exchanges and replacements are subject to availability and must be requested within the timeframes specified in Section 3. We reserve the right to determine the most appropriate form of resolution on a case-by-case basis.

9. Cancellation Policy

We understand that plans can change. Our cancellation policy is as follows:

9.1 Standard Orders

Orders may be cancelled and fully refunded only if the cancellation request is made before the order enters preparation. Once our kitchen has begun preparing your order, cancellation may not be possible and a refund may not be issued.

• For online orders, you typically have a window of 2–5 minutes after order placement to cancel before preparation begins.
• To cancel, contact us immediately via email at [email protected] or through our website contact form.

9.2 Catering and Large Group Orders

Catering orders require a minimum notice period for cancellation:

9.3 Subscription or Recurring Orders

If you have enrolled in any subscription-based meal plan or recurring order service, you may cancel your subscription at any time by contacting us. Cancellations will take effect at the end of the current billing cycle. Refunds for unused periods within an active cycle are issued at our discretion.

10. Dispute Resolution Process

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

1. Step 1 – Internal Review: Contact our customer service team at [email protected] and request an escalation of your case. Provide all prior correspondence and any additional documentation supporting your claim.
2. Step 2 – Management Review: A senior member of our customer experience team will review your case within 5 business days and provide a written response with the outcome.
3. Step 3 – Chargeback Through Your Financial Institution: If you believe you have been charged in error and our internal resolution process has not resolved your concern, you have the right to dispute the charge with your bank or credit card issuer under applicable consumer protection laws.
4. Step 4 – Consumer Protection Agencies: You may also file a complaint with the Federal Trade Commission (FTC) or your state's consumer protection office. In California, you may contact the California Department of Consumer Affairs in accordance with the California Consumer Privacy Act (CCPA/CPRA) and applicable state laws.

11. Fraud Prevention

Mod Pizza takes fraudulent refund claims seriously. We reserve the right to deny refund requests that we determine, in our reasonable judgment, to be fraudulent, abusive, or in bad faith. Customers who repeatedly submit unfounded or fraudulent refund requests may have their accounts suspended or permanently banned from our platform. We may share information about fraudulent claims with law enforcement authorities where required by law.

12. Changes to This Policy

We reserve the right to modify or update this Refund Policy at any time. Changes will be posted on our website at pizz-mods.digital with the updated effective date. Your continued use of our services after any changes constitutes your acceptance of the revised policy. We encourage you to review this page periodically to stay informed of any updates.

13. Contact Information for Refund Requests

For all refund-related inquiries, please reach out to us using the contact details below. Our customer support team is available during regular business hours and will respond to all inquiries as promptly as possible.

This Refund Policy was last reviewed and updated on March 29, 2026. It applies to all orders placed on or after this date through pizz-mods.digital and affiliated ordering channels.