Refund Policy

Effective Date: July 5, 2026 | Last Updated: July 5, 2026

1. Overview

This Refund Policy applies to all purchases made through our website jetspizzafood.click, over the phone, or in person at any Jet's Pizza location. By placing an order with us, you agree to the terms outlined in this policy. This policy is governed by applicable United States federal and state consumer protection laws, including guidelines established by the Federal Trade Commission (FTC) under the FTC Act.

We understand that issues can arise with food orders, and we take every complaint seriously. Our goal is to resolve all refund and exchange requests fairly, promptly, and with minimal inconvenience to you.

2. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund under the following conditions:

• Incorrect Order: You received an item or items that differ from what you ordered (e.g., wrong toppings, wrong size, wrong crust type).
• Missing Items: Your order was incomplete, and one or more items you paid for were not delivered or included.
• Food Quality Issues: The food you received was undercooked, overcooked, spoiled, or otherwise unfit for consumption at the time of delivery or pickup.
• Delivery Issues: Your order was significantly delayed beyond the estimated delivery time due to circumstances within our control, rendering the food unsuitable for consumption.
• Damaged or Compromised Packaging: The packaging of your food was damaged in a way that affected the quality or safety of the food upon arrival.
• Allergic Reactions Due to Error: If you clearly specified a food allergy or dietary restriction during your order and we failed to accommodate it, resulting in an item being prepared incorrectly.
• Duplicate Charges: You were charged more than once for a single transaction due to a technical or billing error on our part.
• Order Not Received: Your order was confirmed and paid for but never delivered or made available for pickup.

All refund requests are subject to review and verification by our customer service team. We reserve the right to request supporting evidence such as photos of the incorrect or damaged food before processing a refund.

3. Timeframes for Refund Requests

To be eligible for a refund, you must contact us within the following timeframes:

Requests submitted outside of these timeframes may be reviewed on a case-by-case basis at our discretion. We strongly encourage customers to report issues as soon as they are discovered to ensure a prompt resolution.

4. Non-Refundable Items and Services

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

• Change of Mind: Orders that have been prepared and delivered as specified cannot be refunded simply because you changed your mind or no longer want the item.
• Customized Orders Made to Specification: If you requested specific customizations and the order was prepared exactly as requested, a refund will not be issued for personal preference reasons.
• Partially Consumed Food: Orders that have been substantially consumed are not eligible for a full refund, though partial refunds may be considered at our discretion.
• Promotional and Discounted Items: Items purchased through special promotions, discount codes, or limited-time offers may have separate refund restrictions as outlined at the time of purchase.
• Delivery Fees: Delivery fees are non-refundable unless the non-delivery of the order was due to our error.
• Tips and Gratuities: Any tips or gratuities added to an order are non-refundable once the transaction has been completed.
• Digital Gift Cards and Vouchers: Once purchased and delivered electronically, gift cards and vouchers are non-refundable unless otherwise required by applicable state law.

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

To request a refund, please follow these steps to ensure a smooth and efficient process:

1. Step 1 – Gather Your Order Information: Locate your order confirmation number, the date and time of your order, the items you purchased, and the payment method used. Having this information ready will speed up the review process.
2. Step 2 – Document the Issue: If applicable, take clear photographs of the incorrect, damaged, or unsatisfactory food. Visual evidence significantly helps our team assess your claim accurately and quickly.
3. Step 3 – Contact Our Customer Service Team: Reach out to us through one of the following channels:
   • Email: [email protected]
   • Website: jetspizzafood.click
4. Step 4 – Provide a Detailed Description: In your message or call, clearly describe the issue, including what you ordered, what you received, and why you are requesting a refund. Attach any supporting photos if you are contacting us by email.
5. Step 5 – Await Confirmation: Once we receive your request, our customer service team will acknowledge receipt within 24 hours (on business days) and begin reviewing your case.
6. Step 6 – Review and Decision: Our team will evaluate your claim and respond with a decision within 2–3 business days. We may contact you for additional information if needed.
7. Step 7 – Refund Issuance: If your refund request is approved, the refund will be processed to your original payment method or issued as store credit, depending on the circumstances and your preference.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to reflect 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 also subject to your bank or financial institution's processing timelines, which are outside of our control. If you have not received your refund within the expected timeframe, please contact your bank first, and then reach out to us if the issue persists.

7. Partial Refunds

In some situations, a partial refund may be granted rather than a full refund. Partial refunds may apply under the following conditions:

• Only one or a few items in a multi-item order were incorrect or unsatisfactory, and the rest of the order was delivered correctly.
• The food had a minor quality issue that did not render it entirely inedible or unsatisfactory.
• The order was significantly delayed but was eventually received and partially consumed.
• A promotional discount or coupon was applied to the original order, and the refund amount reflects the actual amount paid for the affected item(s).
• The food was partially consumed before the issue was identified, and the remaining portion is being returned or reported.

The amount of a partial refund will be determined by our customer service team on a case-by-case basis. We will communicate the proposed refund amount to you before processing it, and you may accept it or discuss the matter further with our team.

8. Exchange Policy

In many cases, rather than issuing a monetary refund, we may offer to replace your order or exchange an incorrect item at no additional charge. Our exchange policy works as follows:

• Incorrect Items: If you received the wrong item, we will prepare and deliver the correct item as quickly as possible at no charge to you. The incorrect item does not need to be returned.
• Missing Items: If an item was missing from your order, we will arrange to deliver the missing item or provide store credit equivalent to the value of the missing item.
• Quality Issues: If the food quality was unsatisfactory, we may offer to remake and deliver a fresh replacement order.
• Preference-Based Exchanges: We are unable to accommodate exchanges or replacements based solely on a change of preference after an order has been prepared and delivered as specified.

Exchanges are subject to availability and operating hours. If a replacement cannot be provided in a timely manner, a monetary refund or store credit will be offered instead.

9. Cancellation Policy

We understand that plans can change, and we will do our best to accommodate cancellations where possible. Please review our cancellation guidelines below:

• Cancellation Before Preparation: If you wish to cancel your order, you must do so within 5 minutes of placing it. Since food preparation often begins immediately after an order is received, this window is limited. To cancel, contact us immediately at [email protected].
• Cancellation After Preparation Has Begun: Once food preparation has started, we are generally unable to cancel the order, and a refund will not be issued. However, if extenuating circumstances exist, please contact us and we will review the situation.
• Cancellation Due to Extended Wait Times: If your order has not been started or dispatched within a reasonable time and you choose to cancel due to an unacceptable delay caused by our operations, you will be eligible for a full refund.
• Cancellation of Pre-Orders: If you have placed a pre-order for a future date, you may cancel it up to 2 hours before the scheduled preparation or delivery time for a full refund.

10. Dispute Resolution Process

If you are not satisfied with the outcome of a refund request or believe a refund was handled incorrectly, you have the following options for resolving the dispute:

1. Internal Escalation: You may request that your case be escalated to a senior member of our customer service team or management for a second review. To escalate, please email us at [email protected] with the subject line "Refund Dispute Escalation" and include your original case reference number.
2. Chargeback Through Your Bank: If you paid by credit or debit card and we are unable to resolve the dispute to your satisfaction, you have the right to file a chargeback with your card issuer. We encourage you to attempt resolution with us directly before initiating a chargeback, as this allows us to address the issue more quickly.
3. Consumer Protection Agencies: You may file a complaint with relevant consumer protection agencies, including the Federal Trade Commission (FTC) at www.ftc.gov or your state's consumer protection office.
4. State-Specific Rights: Depending on your state of residence, you may have additional consumer rights under applicable state law. For example, California residents may have rights under the California Consumer Protection Act and related statutes. We comply with all applicable federal and state consumer protection laws.

We are committed to resolving all disputes in good faith and in a manner that is fair to both the customer and our business. We do not retaliate against customers who exercise their legal rights.

11. Fraud Prevention

Jet's Pizza takes fraudulent refund claims seriously. Any attempt to abuse our refund policy — including falsely claiming missing or incorrect items, filing duplicate claims for the same order, or providing misleading or false information — may result in the denial of current and future refund requests, suspension of your account, and, where applicable, reporting to relevant authorities. We reserve the right to take appropriate legal action in cases of fraud or misuse of our refund process.

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 an updated effective date. It is your responsibility to review this policy periodically. Continued use of our services following any changes constitutes your acceptance of the revised policy. For significant changes, we may notify customers via email or a prominent notice on our website.

13. Contact Us

For all refund requests, questions, or concerns regarding this policy, please do not hesitate to contact our customer service team. We are here to help and will respond as quickly as possible.