Refund Policy

At Jet's Pizza, we are committed to delivering a satisfying dining experience with every order. We understand that sometimes things do not go as expected, and this Refund Policy outlines the conditions and procedures under which refunds, exchanges, and cancellations are handled. Please read this policy carefully before placing your order through our website at food-jetspizza.rest.

This policy applies to all orders placed directly through our website, mobile ordering platform, or by phone. Orders placed through third-party delivery services may be subject to the refund policies of those respective platforms.

1. Eligibility Conditions for Refunds

We strive to ensure every pizza and menu item meets our high standards of quality. Refunds may be granted under the following circumstances:

• Incorrect Order: You received an item or order that differs significantly from what you placed. This includes wrong toppings, wrong crust type, wrong size, or missing items.
• Food Quality Issues: The food received was undercooked, overcooked, spoiled, or otherwise not prepared to an acceptable standard of quality and safety.
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Damaged Packaging: The food arrived in significantly damaged packaging that affected the quality or safety of the product.
• Significant Delay: Your order was delayed beyond a reasonable timeframe (generally exceeding 90 minutes from the confirmed order time) and was no longer suitable for consumption upon arrival.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical error on our platform.
• Allergic Reactions Due to Incorrect Preparation: If you clearly specified an allergy or dietary restriction during ordering and the food was prepared incorrectly, resulting in an allergic reaction, you may be eligible for a full refund.

To be eligible for a refund, the issue must be reported within the required timeframe outlined below. We reserve the right to request supporting evidence such as photographs of the food or packaging before processing a refund.

2. Timeframes for Refund Requests

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

Refund requests submitted outside of these timeframes may be declined. We encourage customers to inspect their orders promptly upon receipt.

3. Non-Refundable Items and Situations

Not all situations qualify for a refund. The following are generally considered non-refundable:

• Change of Mind: Refunds will not be issued because you changed your mind after placing or receiving your order.
• Consumed Orders: If the majority of the food has been consumed before reporting a quality complaint, a refund will not typically be issued.
• Promotional or Discounted Items: Items purchased using promotional codes, coupons, or special discounts are generally non-refundable unless there is a verifiable quality issue.
• Catering and Special Event Orders (Once Confirmed): Once a catering or large group order has been confirmed and production has begun, these orders are non-refundable except in cases of our error.
• Delivery Fees: Delivery fees are non-refundable unless the entire order is refunded due to our error.
• Tips and Gratuities: Tips and gratuities added at checkout are non-refundable.
• Customizations You Requested: If you requested specific customizations to your order and received them correctly, but later decided you did not enjoy the result, this does not qualify for a refund.
• Incorrect Address Provided by Customer: If an order could not be delivered because you provided an incorrect or incomplete address, no refund will be issued for delivery fees, and order refunds are at our discretion.

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

To submit a refund request, please follow the steps below:

1. Step 1 — Gather Your Order Information: Locate your order confirmation number, the date and time of your order, and the items in question. This information is included in your email confirmation.
2. Step 2 — Document the Issue: If your complaint involves food quality, incorrect items, or damaged packaging, take clear photographs before discarding any food or packaging. This documentation helps us investigate your concern accurately.
3. Step 3 — Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: food-jetspizza.rest
4. Step 4 — Provide Required Details: In your refund request, include your full name, contact information, order confirmation number, a description of the issue, and any supporting photographs or documentation.
5. Step 5 — Wait for Confirmation: Our team will acknowledge your request within 1–2 business days. We may reach out with follow-up questions before making a determination.
6. Step 6 — Receive Resolution: Once we have reviewed your request and any supporting evidence, we will notify you of our decision and, if approved, initiate your refund or offer a suitable resolution.

5. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes for the funds to appear in your account depends on your original payment method. The following table outlines estimated processing timelines:

Please be aware that while we process refunds promptly on our end, your financial institution may require additional time to post the credit to your account. These timelines are beyond our control. If you have not received your refund after the estimated timeframe, please contact your bank or payment provider before reaching out to us.

6. Partial Refunds

In some circumstances, a partial refund may be more appropriate than a full refund. Partial refunds may be issued when:

• Only a portion of your order was incorrect, missing, or unsatisfactory, and the remainder was received and accepted.
• A single item in a multi-item order did not meet quality standards.
• The issue reported was minor in nature and did not significantly impact the overall order.
• Compensation in the form of store credit is more suitable given the circumstances.

Partial refund amounts will be calculated based on the value of the affected item(s) relative to the total order value, minus any applicable fees or discounts. Our team will communicate the partial refund amount to you before processing, and you will have the opportunity to accept or contest the offer.

7. Exchange Policy

Due to the perishable nature of food products, direct exchanges are generally not available for completed deliveries. However, for orders placed for in-store pickup or dine-in (where applicable), we may offer to replace an incorrect or unsatisfactory item at no additional charge under the following conditions:

• The item is reported as incorrect or unsatisfactory before consumption or within a reasonable period after pickup.
• The issue is verified by our store staff.
• A replacement item can be reasonably prepared within an appropriate timeframe.

For delivery orders, if an item was made incorrectly or a wrong item was delivered, we may offer to resend the correct item depending on the distance from our location, available delivery capacity, and the time of the original order. Alternatively, a refund or store credit for the affected item will be offered.

We do not offer exchanges for items you simply no longer want or did not enjoy based on personal taste preferences.

8. Cancellation Policy

We begin preparing your food shortly after your order is confirmed. As a result, our cancellation window is limited. Please review the following guidelines:

8.1 Standard Orders

• Within 5 minutes of placing the order: You may be eligible for a full cancellation and refund if the kitchen has not yet begun preparation. Please contact us immediately by phone or through the website.
• After 5 minutes of placing the order: Cancellations are generally not accepted once food preparation has begun. Exceptions may be made at our discretion.

8.2 Scheduled and Future Orders

• Orders scheduled for a future date or time may be cancelled up to 2 hours before the scheduled preparation time for a full refund.
• Cancellations made less than 2 hours before the scheduled time may result in a partial refund or store credit only.

8.3 Catering and Large Group Orders

• Catering orders must be cancelled at least 48 hours in advance of the scheduled delivery or pickup time to receive a full refund.
• Cancellations made between 24 and 48 hours in advance may be eligible for a 50% refund.
• Cancellations made less than 24 hours before the scheduled time are non-refundable, except where a service failure on our part occurred.

9. Dispute Resolution Process

If you are not satisfied with our initial decision regarding your refund request, you have the right to escalate the matter through our dispute resolution process.

9.1 Internal Escalation

If your refund request has been denied or you feel the resolution offered is unsatisfactory, you may request a review by submitting a written dispute to [email protected] with the subject line "Refund Dispute – [Your Order Number]". Please include a detailed explanation of your concern and any additional supporting evidence. Our management team will review your case within 5 business days and respond with a final determination.

9.2 Chargeback Rights

As a consumer in the United States, you retain the right to dispute a charge with your credit card issuer or bank if you believe you have been wrongfully charged. This right is protected under the Fair Credit Billing Act (FCBA) and the Electronic Fund Transfer Act (EFTA) for debit card transactions. We encourage you to attempt to resolve the matter directly with us before initiating a chargeback, as doing so allows us to resolve the issue more quickly and efficiently.

9.3 Consumer Protection Resources

If you believe our practices violate applicable consumer protection laws, you may file a complaint with the following authorities:

• Federal Trade Commission (FTC): www.ftc.gov
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your state's Attorney General office or Department of Consumer Affairs

9.4 Informal Resolution First

We strongly encourage all customers to attempt to resolve any disputes informally with our customer support team before pursuing external remedies. Most issues can be resolved promptly when communicated directly to us.

10. Store Credit as an Alternative

In certain situations, we may offer store credit as an alternative to a monetary refund. Store credit will be applied to your account on our website and can be used toward future orders placed through food-jetspizza.rest. Store credit:

• Is valid for 12 months from the date of issuance.
• Is non-transferable and cannot be redeemed for cash.
• May be used in conjunction with promotional offers unless otherwise stated.

11. Our Commitment to Quality

At Jet's Pizza, our goal is simple: to provide you with fresh, delicious food and an experience worth coming back for. We take all quality and service complaints seriously and use customer feedback to continuously improve our operations. If we have fallen short of your expectations, we want to make it right.

This Refund Policy is designed to be fair, transparent, and consistent with applicable United States consumer protection laws, including protections under the Federal Trade Commission Act (FTC Act), the Fair Credit Billing Act (FCBA), and relevant state-level consumer protection statutes. We are dedicated to honoring your rights as a consumer.

12. Policy Updates

We reserve the right to update or modify this Refund Policy at any time. Any changes will be posted on this page with a revised effective date. Continued use of our website or ordering services following any changes constitutes your acceptance of the updated policy. We encourage you to review this page periodically.

13. Contact Information for Refund Requests

For all refund requests, questions, or concerns related to this policy, please contact our customer support team using the information below: