Refund Policy

Effective Date: April 11, 2026  |  Last Updated: April 11, 2026

1. Introduction

This Refund Policy applies to all purchases made through our website pizzas-jets.rest, by phone, or in person at our location. By placing an order with Jet's Pizza, you agree to the terms outlined in this policy. This policy is governed by applicable United States federal and state consumer protection laws, including the Federal Trade Commission Act (FTC Act) and relevant state regulations.

We understand that food orders are time-sensitive and unique in nature. Our goal is to handle all refund and complaint requests fairly, promptly, and professionally. Please review the following sections to understand when refunds are available, how to request them, and what to expect during the process.

2. Eligibility Conditions for Refunds

A refund request may be eligible under the following circumstances:

• Incorrect Order: You received items that do not match what you ordered (wrong toppings, wrong size, missing items, etc.).
• Poor Food Quality: The food delivered or picked up was undercooked, overcooked, spoiled, or otherwise unfit for consumption.
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Significant Delivery Delay: Your delivery order arrived more than 60 minutes beyond the estimated delivery time provided at checkout, and the food quality was compromised as a direct result.
• Damaged Food: Your order arrived in a condition that renders it unsatisfactory due to packaging failure or handling issues on our part.
• Duplicate Charge: You were charged more than once for the same order due to a technical or payment processing error.
• Unauthorized Transaction: A charge was made to your account without your knowledge or authorization.

To be eligible for a refund, you must report the issue within the timeframes specified in Section 3 below. We reserve the right to assess each request individually and may request supporting documentation such as photos of the food, order confirmation numbers, or receipts.

3. Timeframes for Refund Requests

To ensure prompt resolution, refund requests must be submitted within the following timeframes:

Requests submitted outside of these windows will be reviewed on a case-by-case basis and may not be approved. We strongly encourage customers to inspect their orders upon receipt and contact us immediately if there is a problem.

4. Non-Refundable Items and Services

The following are generally not eligible for a refund:

• Change of mind: If you simply changed your mind after placing or receiving an order, no refund will be issued. Food products are perishable and cannot be returned.
• Customization errors by the customer: If an incorrect order resulted from errors made by the customer during the ordering process (e.g., selecting wrong toppings or wrong size), a refund will not be issued. However, we may offer a discount on a replacement order at our discretion.
• Partially consumed items: If more than 25% of a food item has been consumed, it is no longer eligible for a full refund. A partial refund may be considered (see Section 7).
• Promotional or discounted items: Items purchased using special promotional offers or deep discounts may have limited or no refund eligibility as specified at the time of the promotion.
• Gift cards and store credits: These are non-refundable and cannot be exchanged for cash once purchased or issued.
• Delivery fees: Delivery fees are non-refundable unless the entire order is canceled before preparation begins or the delivery was not completed due to our error.
• Tips and gratuities: Any tips added to your order are non-refundable.

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

Follow the steps below to submit a refund request:

1. Step 1 — Gather Your Information: Locate your order confirmation number, the date and time of your order, and the specific items in question. If applicable, take clear photographs of the food item(s) that are the subject of your complaint.
2. Step 2 — Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: pizzas-jets.rest
3. Step 3 — Describe the Issue: Provide a clear and detailed description of the problem. Include your order number, the item(s) affected, and the reason for your refund request. Attach any supporting photos if available.
4. Step 4 — Await Confirmation: Once your request is received, our team will send you a confirmation acknowledgment within 1 business day. We may follow up with additional questions or request more information.
5. Step 5 — Review and Decision: Our team will review your request and notify you of our decision within 3 to 5 business days. If your refund is approved, we will inform you of the refund amount and the method of repayment.
6. Step 6 — Receive Your Refund: Approved refunds will be processed according to the timelines described 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:

Please note that while we process refunds promptly on our end, the time it takes for funds to appear in your account may vary depending on your bank or financial institution. Jet's Pizza is not responsible for any delays caused by third-party payment processors or banking institutions.

7. Partial Refunds

In certain situations, only a partial refund may be granted. Partial refunds may apply in the following circumstances:

• An order is partially incorrect (e.g., only one or two items out of a larger order are wrong), and the customer has accepted and consumed the correct portions.
• A food quality issue affects only part of the order, and the rest was consumed satisfactorily.
• A promotional discount was applied to the original order, and the refund amount will reflect the proportional discounted price paid.
• The food item was partially consumed before the complaint was raised.
• A delivery delay occurred but did not affect the overall quality of all items in the order.

The amount of a partial refund will be determined by our customer service team based on the specific circumstances of each case. We aim to be fair and transparent in all partial refund decisions.

8. Exchange Policy

Due to the perishable nature of food products, we do not offer traditional item-for-item exchanges. However, in cases where an incorrect or unsatisfactory order is reported promptly, we may offer the following alternatives at our discretion:

• Replacement Order: We may prepare and deliver or make available for pickup a replacement of the original item(s) at no additional cost, subject to availability and operating hours.
• Store Credit: In lieu of a monetary refund, we may offer store credit equal to the value of the affected item(s), valid for use on a future order within 90 days.
• Discount on Next Order: In cases where a full refund or replacement is not applicable, we may offer a percentage discount on your next order as a goodwill gesture.

Exchanges and replacements are subject to our operating hours and item availability. We cannot guarantee that the exact item requested for exchange will be available at the time of the request.

9. Cancellation Policy

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

9.1 Orders Placed Online or by Phone

• Before Preparation Begins: If you contact us immediately after placing your order and preparation has not yet started, we will cancel your order and issue a full refund.
• During Preparation: Once your order has entered the preparation stage, cancellations are generally not accepted. If a cancellation is granted, a partial refund may be issued to cover ingredient and labor costs already incurred.
• Out for Delivery: Orders that are already out for delivery cannot be canceled.

9.2 In-Store Orders

In-store orders that have already been prepared or are in progress cannot be canceled. If you placed a future or advance order in-store, please contact us at least 2 hours in advance to request a cancellation without penalty.

9.3 Catering and Large Group Orders

Cancellations for catering or large group orders must be made at least 24 hours before the scheduled order time to receive a full refund. Cancellations made less than 24 hours in advance may result in a cancellation fee of up to 50% of the total order value to cover preparation costs and ingredient procurement.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, you have the right to escalate the matter through the following process:

10.1 Internal Escalation

If you believe your refund request was handled incorrectly or unfairly, you may request a review by a senior member of our management team. Please email [email protected] with the subject line "Refund Dispute — Escalation Request" and include your original order number, the original refund request details, and the reason you are disputing the decision. We will respond within 5 business days.

10.2 Chargeback Rights

You have the right to contact your bank or credit card issuer to initiate a chargeback if you believe a charge was unauthorized or if we have failed to resolve a legitimate dispute. We encourage you to contact us first to give us an opportunity to resolve the issue before initiating a chargeback. Under the Fair Credit Billing Act (FCBA), you may dispute billing errors on your credit card statement within 60 days of the statement date.

10.3 Consumer Protection Agencies

Consumers in the United States may also file complaints with the following regulatory bodies:

• Federal Trade Commission (FTC): www.ftc.gov or 1-877-382-4357
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your State Attorney General's Office — for state-specific consumer protection complaints
• Better Business Bureau (BBB): www.bbb.org

10.4 Governing Law

This Refund Policy is governed by the laws of the United States. Any disputes that cannot be resolved informally will be subject to binding arbitration in accordance with the rules of the American Arbitration Association (AAA), unless you opt out of arbitration as permitted by applicable law.

11. Changes to This Refund Policy

Jet's Pizza reserves the right to update or modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website at pizzas-jets.rest. We encourage you to review this page periodically. Continued use of our services after any changes constitutes your acceptance of the revised policy. For significant changes, we will make reasonable efforts to notify customers via email or a prominent notice on our website.

12. Contact Information for Refund Requests

For all refund requests, cancellations, exchanges, or billing inquiries, please contact us using the information below. Our customer service team is available during regular business hours and will do our best to respond promptly.

When contacting us, please have the following information ready to help us process your request as efficiently as possible:

• Your full name
• Your order confirmation number
• Date and time of your order
• Description of the issue
• Photos of the item(s) in question (if applicable)
• Your preferred method of refund resolution

This Refund Policy was last updated on April 11, 2026, and is effective as of that date. All rights reserved © 2026 Jet's Pizza — pizzas-jets.rest