Refund Policy

Effective Date: May 28, 2026 | Last Updated: May 28, 2026

1. Introduction

Jet's Pizza ("we," "us," "our," or "the Company") is committed to providing high-quality food and outstanding customer service. We understand that sometimes an order may not meet your expectations, or circumstances may arise that require a refund or cancellation. This Refund Policy is designed to be fair, transparent, and consistent with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act and relevant state consumer protection statutes.

By placing an order through our website food-jetspizza.digital, by phone, or through any authorized third-party delivery platform, you agree to the terms outlined in this Refund Policy. If you have any questions before placing your order, we encourage you to contact our customer service team at [email protected].

2. Eligibility Conditions for Refunds

Not every situation automatically qualifies for a refund. To be eligible for a refund, your request must meet one or more of the following conditions:

• Incorrect Order: You received an order that is significantly different from what you placed. This includes missing items, wrong items, or items prepared with ingredients explicitly excluded due to allergies or dietary preferences as stated at the time of ordering.
• Food Quality Issues: The food delivered or picked up was of unacceptable quality — for example, it was undercooked, overcooked, spoiled, or contained foreign objects not associated with the ingredients listed.
• Non-Delivery: You placed and paid for an order that was never delivered to your address and was not made available for pickup as confirmed.
• Duplicate Charges: You were charged more than once for the same order due to a technical or payment processing error.
• Order Cancellation Within Eligible Window: You cancelled your order within the permitted cancellation window as described in Section 8 of this policy.
• Significant Delay: Your delivery was significantly delayed beyond the estimated delivery time communicated at the time of order, and you no longer wish to receive the order.

Refund requests that fall outside of these conditions will be reviewed on a case-by-case basis at the sole discretion of Jet's Pizza management.

3. Timeframes for Refund Requests

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

Requests submitted after these timeframes may not be honored. We strongly encourage customers to inspect their orders upon receipt and contact us promptly if any issue is identified.

4. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds. Please review the following non-refundable conditions carefully:

• Change of Mind: Refunds will not be issued simply because you changed your mind about an order that was prepared and delivered correctly.
• Correctly Prepared Orders: If your order was prepared exactly as requested and delivered on time and in good condition, no refund will be issued based on personal taste preference.
• Promotional or Complimentary Items: Items provided free of charge as part of a promotion, coupon, or loyalty reward are not eligible for monetary refunds.
• Delivery Fees: Delivery fees are generally non-refundable unless the non-delivery was entirely due to an error on our part.
• Service Fees and Platform Surcharges: Any third-party platform fees or service surcharges collected by external delivery services (such as DoorDash, Uber Eats, or Grubhub) are subject to those platforms' own refund policies, not ours.
• Late Cancellations: Orders cancelled after food preparation has begun are not eligible for a full refund (see Partial Refunds in Section 6).
• Orders Placed via Third-Party Platforms: Orders placed and paid for through third-party delivery apps must be resolved through those platforms' customer service and refund systems.

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

If you believe you are entitled to a refund, please follow the steps below to submit your request:

1. Step 1 — Gather Your Order Information: Before contacting us, locate your order confirmation number, the date and time of the order, the items ordered, and the payment method used. If possible, take photographs of the issue (e.g., incorrect item, quality problem, packaging damage).
2. Step 2 — Contact Us: Reach out to our customer service team using one of the following methods:
   • Email: [email protected]
   • Website: food-jetspizza.digital
3. Step 3 — Describe the Issue: Clearly explain the reason for your refund request. Include your full name, contact information, order number, and a detailed description of the problem. Attach any supporting photos or documentation where applicable.
4. Step 4 — Review Process: Our customer service team will review your request and may follow up with additional questions. We aim to acknowledge all refund requests within 1 business day.
5. Step 5 — Resolution: Once your request has been reviewed and approved, we will notify you of the approved refund amount and the method of reimbursement. You will receive a confirmation email to the address associated with your order.
6. Step 6 — Receive Your Refund: Refunds will be processed according to the timelines outlined in Section 7 of this policy.

6. Partial Refunds

In some circumstances, a partial refund may be issued rather than a full refund. Partial refunds may apply in the following situations:

• Missing Items Only: If only one or two items from a larger order are missing or incorrect, a partial refund or credit representing the value of those specific items will be issued.
• Partial Quality Issues: If part of your order was satisfactory but another portion was not, a partial refund equivalent to the value of the unsatisfactory portion may be granted.
• Late Cancellations: If you cancel your order after food preparation has begun but before delivery, a partial refund may be issued at our discretion, depending on how far along preparation has progressed. Delivery fees and preparation costs already incurred may be deducted.
• Delivery Delay Compensation: In the event of a significant but not extreme delivery delay where you still chose to accept the order, a partial credit or discount on a future order may be offered as a courtesy.

The amount of any partial refund will be calculated based on the actual value of the affected portion of your order. Jet's Pizza reserves the right to determine partial refund amounts on a case-by-case basis.

7. Refund Processing Times by Payment Method

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

Please note that while we process refunds promptly on our end, the actual time for funds to appear in your account is subject to your bank's or payment processor's policies. We are not responsible for delays caused by third-party financial institutions. If you do not see your refund within the stated timeframe, please contact your bank before reaching out to us.

8. Cancellation Policy

We understand that plans can change. Our cancellation policy is designed to be as accommodating as possible while respecting the time and resources of our kitchen staff.

8.1 Online and Phone Orders

• Cancellation Before Preparation Begins: If you cancel your order before our kitchen has started preparing it, you are entitled to a full refund of the amount paid. Given that food preparation often begins within minutes of order placement, time is of the essence.
• Cancellation During Preparation: If food preparation has already started, cancellation may result in a partial refund at our discretion, with preparation costs deducted.
• Cancellation After Dispatch: Once your order has been dispatched for delivery, cancellation is no longer possible, and no refund will be issued unless the order qualifies under a separate refund condition (e.g., non-delivery).

8.2 Catering and Large Group Orders

For catering orders or large group orders (typically orders exceeding $150), the following cancellation terms apply:

• More than 24 hours before scheduled delivery/pickup: Full refund available.
• 12–24 hours before scheduled delivery/pickup: 50% refund of the total order value.
• Less than 12 hours before scheduled delivery/pickup: No refund will be issued, as ingredients and staffing resources will have already been allocated.

To cancel a catering order, please contact us directly at [email protected] as soon as possible.

9. Exchange Policy

In many cases, rather than a monetary refund, Jet's Pizza may offer an exchange or replacement as the preferred resolution method. Exchanges are subject to the following conditions:

• Incorrect Item Received: If you received the wrong menu item, we will offer to prepare and send the correct item at no additional charge, subject to availability and delivery logistics.
• Quality Issue: If your food did not meet our quality standards, we may offer to replace the item or provide a store credit of equivalent value for use on a future order.
• Customer Preference: You may choose between a replacement, a store credit, or (where eligible) a monetary refund. We will present available options based on the nature of your complaint.
• Replacement Availability: Replacements are subject to kitchen availability and operating hours. If a replacement cannot be fulfilled in a timely manner, a refund will be issued instead.

We do not accept physical returns of food items due to health, safety, and hygiene regulations in the United States.

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 our formal dispute resolution process.

10.1 Internal Escalation

If your initial refund request was denied or you believe the resolution was inadequate, you may request a review by a senior member of our customer service or management team. To escalate:

1. Send an email to [email protected] with the subject line: "Refund Dispute — Escalation Request".
2. Include your original refund request reference number, order details, and the reason you believe the initial decision was incorrect.
3. Our management team will review the matter and respond within 5 business days.

10.2 External Dispute Resolution

If an internal resolution cannot be reached, you may pursue the following external avenues:

• Federal Trade Commission (FTC): You may file a complaint with the FTC at reportfraud.ftc.gov if you believe our practices constitute an unfair or deceptive act under the FTC Act (15 U.S.C. § 45).
• State Attorney General: You may contact the Attorney General's office in your state to report consumer protection concerns.
• Credit Card Chargeback: If you paid by credit or debit card, you have the right to dispute a charge with your card issuer. We encourage you to first attempt to resolve the matter with us directly before initiating a chargeback, as chargebacks may result in delays and additional complications.
• Better Business Bureau (BBB): You may also submit a complaint through the Better Business Bureau at www.bbb.org.

11. Policy Amendments

Jet's Pizza reserves the right to modify or update this Refund Policy at any time. Changes will become effective upon posting to our website at food-jetspizza.digital. The date at the top of this page will reflect the most recent update. We encourage you to review this policy periodically to stay informed of any changes. Continued use of our services after any changes constitute your acceptance of the revised policy.

12. Governing Law

This Refund Policy shall be governed by and construed in accordance with the laws of the United States of America and applicable state laws. Any disputes arising under this policy shall be subject to the jurisdiction of the courts in the state in which Jet's Pizza operates, unless otherwise agreed in writing.

13. Contact Information for Refund Requests

If you have any questions about this Refund Policy, need to submit a refund request, or wish to speak with our customer service team, please contact us using the information below: