Refund Policy

Effective Date: June 14, 2026 | Last Updated: June 14, 2026

1. Introduction

At Jet's Pizza, customer satisfaction is our top priority. We take great pride in preparing fresh, high-quality pizzas and food items for every order. We understand that occasionally issues may arise with your order, and we are committed to resolving them fairly and promptly.

This Refund Policy explains your rights and our obligations regarding refunds, replacements, cancellations, and disputes for food orders placed through our website at freshpizza-jets.click or by phone. This policy is governed by applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act, and any applicable state consumer protection statutes.

Please review this policy carefully. If you have any questions, do not hesitate to contact us using the information provided at the end of this document.

2. Eligibility Conditions for Refunds

We want every customer to enjoy their Jet's Pizza experience. Refunds may be issued under the following eligible circumstances:

• Incorrect Order: You received an item or items that were different from what you ordered (e.g., wrong toppings, wrong size, wrong crust type).
• Missing Items: One or more items from your order were missing upon delivery or pickup.
• Food Quality Issues: The food was undercooked, overcooked, spoiled, or otherwise unfit for consumption upon receipt.
• Significant Delivery Delay: Your order arrived substantially later than the estimated delivery time provided at the time of purchase, resulting in food that was cold or inedible.
• 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, and our records confirm that delivery was not completed.
• Allergic Reactions Due to Incorrect Preparation: If you notified us of a food allergy and your order was prepared incorrectly in violation of that notification, you may be eligible for a full refund.

To be eligible for a refund, you must meet the conditions described in this section and submit your request within the applicable timeframe described in Section 3 below. We reserve the right to request photographic or other evidence to support your claim.

3. Timeframes for Refund Requests

Refund requests must be submitted within the following timeframes to be considered:

Requests submitted outside of these timeframes will generally not be eligible for a refund. However, we may review extraordinary circumstances on a case-by-case basis at our sole discretion.

4. Non-Refundable Items and Services

The following items and circumstances are generally not eligible for refunds:

• Orders where the customer provided incorrect delivery address information.
• Orders that were delivered correctly but the customer simply changed their mind or no longer wants the food.
• Customized orders where the customer approved or requested the specific customization and the order was prepared correctly as requested.
• Delivery fees and service charges (except in cases where the order was never delivered due to our error).
• Promotional or discounted items purchased as part of a limited-time offer (unless defective or incorrect).
• Gift cards and digital vouchers once redeemed or used.
• Partial consumption — if a significant portion of the food has been consumed, a full refund will generally not be issued unless a verifiable quality issue is reported.
• Orders affected by circumstances beyond our control, including but not limited to extreme weather conditions, traffic incidents, or natural disasters that cause delivery delays.

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

To submit a refund request, please follow these steps:

1. Step 1 — Document the Issue: Take clear photographs of the food, packaging, and any visible defects or errors. Keep your original order confirmation email and receipt accessible.
2. Step 2 — Contact Us Promptly: Reach out to our customer service team using one of the contact methods listed below within the applicable timeframe. Do not discard any food items until our team advises you to do so, as we may need photographic evidence.
3. Step 3 — Provide Required Information: When contacting us, please have the following information ready:
   • Your full name
   • Order number or confirmation code
   • Date and time of the order
   • Description of the issue
   • Photographs (if applicable)
   • Your preferred contact method and refund method
4. Step 4 — Await Review: Our customer service team will review your request and may follow up with additional questions or request further documentation. We aim to respond to all refund inquiries within 1–2 business days.
5. Step 5 — Refund Approval or Denial: Once your request has been reviewed, we will notify you of our decision via email. If approved, your refund will be processed according to the timeframes described in Section 6 below.

6. Refund Processing Times by Payment Method

If your refund request is approved, please allow the following processing times depending on your original payment method:

Please note that while we process refunds on our end within these timeframes, your financial institution may require additional time to post the credit to your account. We are not responsible for delays caused by your bank or card issuer. If you have not received your refund after the estimated processing time has passed, please contact us and we will investigate the matter.

7. Partial Refunds

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

• Only certain items in a multi-item order were incorrect or defective, and the remaining items were received correctly and in good condition.
• The food quality issue affected only a portion of the order (e.g., one pizza out of two was incorrectly made).
• The order was partially consumed before the issue was identified, and the issue affected only a portion of what was consumed.
• A delivery delay affected only part of the order, with some items remaining acceptable upon arrival.
• Promotional discounts or coupons were applied to the original order; the refund will be calculated based on the actual amount paid.

The amount of any partial refund will be determined by our customer service team based on the nature and extent of the issue reported. We are committed to ensuring that any partial refund fairly compensates you for the specific problem experienced.

8. Exchange Policy

In many cases involving food quality or incorrect orders, we may offer an exchange or replacement rather than a monetary refund. Exchanges are subject to the following conditions:

• Replacement orders will be prepared and dispatched as soon as possible, subject to kitchen availability and operating hours.
• You must report the issue within the applicable timeframe described in Section 3.
• Exchanges are available for orders placed during our regular operating hours only.
• If you prefer a monetary refund rather than a replacement, you may indicate this preference when submitting your request. We will consider your preference, though we reserve the right to offer store credit or a replacement as an alternative in some circumstances.
• Replacement orders are subject to the same quality standards as original orders and will be prepared fresh.

We believe that offering a replacement is often the fastest and most satisfying resolution for food quality issues. However, we respect your preferences and will work with you to find the best solution.

9. Cancellation Policy

Order cancellations are accepted under the following terms:

9.1 Cancellations Before Order Preparation Begins

If you wish to cancel your order, you must do so within 5 minutes of placing it, before our kitchen begins preparing your food. To cancel, contact us immediately by phone or email using the contact information provided below. If the cancellation is accepted before preparation has begun, you will receive a full refund.

9.2 Cancellations After Order Preparation Has Begun

Once our kitchen has begun preparing your order, we are unable to accept cancellations and no refund will be issued for change-of-mind cancellations. This policy exists because our food is made fresh to order and cannot be resold once preparation has started.

9.3 Cancellations Due to Our Error

If we need to cancel your order due to ingredient unavailability, technical issues, or any other reason on our part, you will receive a full refund processed within the timeframes described in Section 6. We will notify you promptly if we must cancel your order for any reason.

9.4 Cancellations of Catering or Large Group Orders

For catering or large group orders (orders exceeding $100 or 10 or more items), cancellations must be made at least 24 hours in advance of the scheduled delivery or pickup time to receive a full refund. Cancellations made less than 24 hours in advance may be subject to a cancellation fee of up to 25% of the total order value to cover preparation costs already incurred.

10. Dispute Resolution Process

We are committed to resolving all customer concerns fairly and efficiently. If you believe your refund request was improperly denied or handled, please follow the dispute resolution process outlined below:

10.1 Internal Escalation

If you are unsatisfied with the initial response to your refund request, you may escalate your concern by replying to your refund correspondence and requesting a supervisory review. We will conduct a secondary review of your case within 3–5 business days and provide a final written decision.

10.2 Chargeback Rights

If you paid by credit or debit card and believe a charge was unauthorized or that we have failed to resolve a legitimate complaint, you have the right to contact your card issuer to initiate a chargeback under the Fair Credit Billing Act (FCBA) or other applicable regulations. We encourage you to contact us first to attempt resolution before initiating a chargeback, as we are committed to resolving all legitimate issues directly.

10.3 FTC and Consumer Protection Agencies

If you believe your consumer rights have been violated, you may file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or with your state's consumer protection office.

10.4 Governing Law

This Refund Policy is governed by the laws of the United States. Any disputes not resolved through the internal process described above shall be subject to binding arbitration or small claims court proceedings in accordance with applicable federal and state law.

11. Special Circumstances and Force Majeure

In the event of circumstances beyond our reasonable control — including but not limited to severe weather events, natural disasters, pandemic-related disruptions, utility outages, or other force majeure events — standard refund and delivery guarantees may be temporarily suspended. In such cases, we will notify customers as soon as practicable and make every reasonable effort to offer alternative solutions, including store credit, rescheduled delivery, or refunds where feasible.

12. Changes to This Refund Policy

We reserve the right to update or modify this Refund Policy at any time. Any changes will be posted on this page with an updated effective date. We encourage you to review this policy periodically. Continued use of our website and services following any changes constitutes your acceptance of the revised policy. If a change materially affects your rights, we will make reasonable efforts to notify you through our website or by email.

13. Contact Information for Refund Requests

For all refund requests, order issues, cancellations, or questions regarding this policy, please contact our customer service team using the following information:

This Refund Policy was last updated on June 14, 2026 and is effective as of that date. Thank you for choosing Jet's Pizza. We value your business and are committed to ensuring every experience with us is a positive one.