Refund Policy

1. Overview

At Mod Pizza, we are committed to providing exceptional food and service to every customer. Your satisfaction is our top priority, and we stand behind the quality of our products and services.

This refund policy outlines our commitment to customer satisfaction while establishing fair and reasonable guidelines for refund requests. We strive to resolve any issues promptly and fairly, ensuring that every customer has a positive experience with our brand.

2. Refund Eligibility

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

Time Frame Requirements

• In-Store Purchases: Refund requests must be made within 24 hours of purchase
• Online Orders: Refund requests must be submitted within 2 hours of order completion
• Delivery Orders: Refund requests must be made within 1 hour of delivery
• Catering Orders: Refund requests must be made at least 24 hours before the scheduled event

Required Documentation

• Original receipt or order confirmation number
• Valid photo identification for in-store refunds
• Email confirmation for online orders
• Photo evidence for quality-related complaints (when applicable)

Product Condition

• Food items must be substantially unconsumed
• Items must be in their original packaging when possible
• Custom orders require valid reason for refund eligibility

3. Non-Refundable Items

The following items and services are not eligible for refunds:

• Completely Consumed Items: Food items that have been entirely consumed cannot be refunded
• Special Event Orders: Orders for events that have already occurred
• Gift Cards: Gift cards cannot be refunded for cash (except where required by law)
• Promotional Items: Free items received through promotions or discounts
• Third-Party Delivery Fees: Delivery fees charged by external delivery services
• Custom Orders (Change of Mind): Specially prepared items declined due to customer preference changes
• Orders Outside Time Limits: Requests made after the specified time frames
• Partial Consumption Claims: Items claimed defective after significant consumption

4. Refund Process

Follow these steps to request a refund:

Step-by-Step Process

Contact Methods

• In-Store: Speak with a manager at the location where you made your purchase
• Phone: Call our customer service line during business hours
• Email: Submit a detailed request through our contact form
• Online: Use our website's customer service portal

5. Refund Methods and Timeframes

Once your refund is approved, we will process it using the following methods:

Refund Methods

• Original Payment Method: Refunds will be issued to the original form of payment when possible
• Credit Card: 3-5 business days for the refund to appear on your statement
• Debit Card: 1-3 business days for processing
• Cash Payments: Immediate cash refund at the store location
• Gift Cards: Store credit issued for gift card purchases
• Digital Wallets: 1-2 business days for processing

Processing Timeframes

• Immediate: Cash refunds processed at store locations
• Same Day: Gift card and store credit refunds
• 1-3 Business Days: Debit card and digital wallet refunds
• 3-5 Business Days: Credit card refunds
• 5-10 Business Days: Bank transfers and checks (when applicable)

6. Exchanges Policy

We offer exchanges as an alternative to refunds in many situations:

Exchange Options

• Item Replacement: Replace incorrect or defective items with the correct product
• Menu Substitution: Choose a different item of equal or lesser value
• Store Credit: Receive credit for future purchases
• Size/Style Changes: Modify your order when possible (additional charges may apply)

Exchange vs. Refund Benefits

• Faster Processing: Exchanges can often be completed immediately
• No Waiting Period: Immediate replacement in most cases
• Continued Experience: Enjoy our food without the refund wait time
• Flexibility: Try something new or stick with your original choice

Many customers find exchanges more convenient than refunds, especially for in-store purchases. Our staff will work with you to find the best solution for your specific situation.

7. Damaged or Defective Items

We take quality issues seriously and have special provisions for damaged or defective products:

Immediate Action Required

• Stop Consumption: Discontinue eating the item immediately
• Document the Issue: Take photos if safe and possible to do so
• Contact Us: Reach out to us immediately for guidance
• Preserve Evidence: Keep the item and packaging for inspection

Quality Issues We Address

• Incorrect temperature (cold when should be hot, etc.)
• Wrong ingredients or missing items
• Overcooked or undercooked food
• Foreign objects in food
• Packaging defects or contamination
• Allergenic ingredients in allergen-free orders

Our Response to Quality Issues

• Full Refund: Complete refund regardless of consumption level
• Immediate Replacement: New item prepared fresh when possible
• Future Credit: Additional compensation for inconvenience
• Investigation: Internal review to prevent future occurrences

8. Contact Information for Refunds

We provide multiple ways to reach our customer service team for refund requests:

Primary Contact Methods

In-Person Support

Information to Have Ready

When contacting us about a refund, please have the following information ready:

• Order number or receipt details
• Date and time of purchase
• Location where purchase was made
• Description of the issue
• Preferred resolution (refund, exchange, credit)
• Contact information for follow-up

Response Commitment

• Phone Calls: Immediate assistance during business hours
• Emails: Response within 24 hours on business days
• In-Store: Immediate attention and resolution when possible
• Follow-up: We will keep you informed throughout the resolution process