Refund Policy

At Jet's Pizza, we are committed to delivering fresh, high-quality food and an exceptional customer experience. We understand that sometimes orders may not meet your expectations, and we have established this Refund Policy to ensure a fair and transparent process for all our customers. Please read this policy carefully before placing an order through our website at freshpizza-jets.rest.

1. General Overview

This Refund Policy applies to all orders placed through our website freshpizza-jets.rest, by phone, or through any affiliated ordering platforms. Because we deal in perishable food items, our refund process is governed by the nature of our products, applicable consumer protection laws in the United States, and the Federal Trade Commission (FTC) Act guidelines for fair business practices.

We reserve the right to review each refund request on a case-by-case basis and to make a determination based on the specific circumstances of the order, the condition of the product, and the timeline of the request.

2. Eligibility Conditions for Refunds

A refund may be granted under the following circumstances:

• Incorrect Order: You received items that were different from what you ordered.
• Missing Items: Your order was delivered incomplete, with one or more items missing.
• Poor Food Quality: The food was demonstrably undercooked, overcooked, or otherwise unfit for consumption upon delivery or pickup.
• Food Safety Concerns: There is a reasonable concern that the food received poses a health or safety risk (e.g., foreign objects found in food, severe allergic reaction due to mislabeled ingredients).
• Order Never Delivered: Your delivery order was never received, and tracking or confirmation cannot verify delivery to your address.
• Duplicate Charges: You were charged more than once for the same order due to a technical or payment processing error.

3. Timeframes for Refund Requests

To ensure timely resolution, all refund requests must be submitted within the following timeframes:

Requests submitted outside of these timeframes may not be eligible for a refund or credit. We encourage customers to inspect their orders immediately upon receipt and contact us as soon as possible if any issues are identified.

4. Non-Refundable Items and Services

Due to the nature of our food products, the following are generally not eligible for refunds:

• Orders where the customer simply changed their mind after the order was prepared or delivered.
• Custom or specially prepared items that were made according to customer specifications (e.g., specific toppings, dietary modifications) and correctly fulfilled.
• Delivery fees, service charges, or promotional discounts already applied to an order.
• Orders where more than half of the food has been consumed before a complaint is raised, unless a serious food safety issue is documented.
• Gift cards, promotional credits, or vouchers are non-refundable and non-transferable.
• Catering or bulk orders that were cancelled within 24 hours of the scheduled delivery or pickup time.

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

Follow these steps to submit a refund request:

1. Gather Your Order Information: Locate your order confirmation number, the date and time of the order, and your payment method. Take clear photographs of any food quality issues, missing items, or incorrect products if applicable.
2. Contact Our Customer Service Team: Reach out to us via one of the following methods:
   • Email: [email protected]
   • Website: freshpizza-jets.rest
3. Provide Required Details: When contacting us, include the following information:
   • Full name and contact information
   • Order confirmation number
   • Date and time of the order
   • Description of the issue
   • Photographic evidence (if applicable)
   • Preferred resolution (refund, replacement, or store credit)
4. Await Confirmation: Our customer service team will acknowledge your request within 1–2 business days and may follow up for additional information if needed.
5. Resolution: Once your request has been reviewed and verified, we will notify you of the decision and initiate any approved refund, replacement, or credit within the timeframes specified in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the processing time will depend on your original payment method:

Please note that while we initiate the refund promptly upon approval, the actual time for funds to appear in your account may vary depending on your bank or financial institution. We have no control over delays on the part of third-party payment processors.

7. Partial Refunds

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

• Only a portion of your order was incorrect or missing, while the rest was delivered correctly.
• A food quality complaint applies to only one or a limited number of items in a multi-item order.
• The customer has already consumed a significant portion of the order before raising the concern.
• A discount or promotional offer was applied at the time of purchase and a full refund would result in the customer receiving more than the amount paid.

The amount of a partial refund will be calculated based on the proportional value of the affected items relative to the total order. Our customer service team will communicate the partial refund amount clearly before processing.

8. Exchange Policy

In many cases involving food quality or incorrect orders, we are happy to offer a replacement or exchange as an alternative to a monetary refund. This option may be more convenient and faster for customers who want their meal corrected promptly.

Exchange or replacement options include:

• Redelivery: We will prepare and send the correct or replacement item at no additional charge, subject to availability and operating hours.
• In-Store Exchange: Customers who placed a pickup order may return to the store for a replacement item, provided the request is made within the applicable timeframe.
• Store Credit: If a replacement is not feasible (e.g., kitchen is closed, item no longer available), we may offer store credit equivalent to the value of the affected item(s) to be used on a future order.

Replacements and exchanges are subject to the same eligibility conditions outlined in Section 2 of this policy.

9. Cancellation Policy

We understand that plans can change. Please review our cancellation policy carefully:

9.1 Standard Orders

• Before Preparation Begins: If you cancel your order before our kitchen has started preparing it, you are entitled to a full refund. Please contact us immediately upon deciding to cancel.
• After Preparation Has Begun: Once food preparation has started, cancellations are generally not accepted, and refunds will not be issued unless there are extenuating circumstances.
• After Order Is Out for Delivery: Orders that are already in transit cannot be cancelled. Refund eligibility at this stage is limited to non-delivery or food quality issues as outlined in Section 2.

9.2 Catering and Bulk Orders

• Cancellations made more than 48 hours before the scheduled delivery or pickup time will receive a full refund.
• Cancellations made between 24 and 48 hours in advance may be eligible for a 50% refund or full store credit.
• Cancellations made less than 24 hours before the scheduled time are non-refundable.

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 is denied or you believe the resolution offered is unsatisfactory, you may request an escalation to a senior customer service representative or manager. To do so, reply to your original correspondence or contact us at [email protected] and indicate that you wish to escalate your complaint. We will respond to escalated disputes within 3–5 business days.

10.2 External Remedies

If we are unable to resolve the dispute through internal escalation, you may seek resolution through the following channels:

• Federal Trade Commission (FTC): You may file a complaint with the FTC at www.ftc.gov if you believe our business practices are unfair or deceptive under the FTC Act.
• Consumer Financial Protection Bureau (CFPB): For payment-related disputes, you may contact the CFPB at www.consumerfinance.gov.
• State Attorney General: Depending on your state of residence, you may file a consumer complaint with your state Attorney General's office.
• Credit Card Chargeback: If you paid by credit card and believe you were wrongfully charged, you may initiate a chargeback through your card issuer. However, we encourage you to work with us directly before pursuing this option.
• Better Business Bureau (BBB): You may submit a complaint to the BBB at www.bbb.org for mediation assistance.

10.3 Governing Law

This Refund Policy and any disputes arising from it shall be governed by and construed in accordance with the laws of the United States. Any legal proceedings shall be subject to the jurisdiction of the courts located in the applicable state where the business operates.

11. Customer Rights Under Applicable Law

As a customer in the United States, you may have additional rights under applicable federal and state consumer protection laws, including but not limited to:

• The FTC Act (15 U.S.C. § 45), which prohibits unfair or deceptive acts or practices in commerce.
• State-specific consumer protection statutes that may provide additional remedies beyond those outlined in this policy.
• The right to dispute unauthorized or erroneous charges through your financial institution under applicable banking regulations.

Nothing in this Refund Policy is intended to limit or override any statutory rights you may have under applicable law.

12. Policy Amendments

Jet's Pizza reserves the right to modify, update, or amend this Refund Policy at any time without prior notice. Any changes will be reflected on this page with a revised effective date. We encourage customers to review this policy periodically to stay informed of any updates. Continued use of our website and ordering services following any changes constitutes your acceptance of the revised policy.

13. Contact Information for Refund Requests

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

Our customer service team is available to assist you during regular business hours. We strive to respond to all refund-related inquiries within 1–2 business days. Your satisfaction is important to us, and we are committed to resolving any issues promptly and fairly.