Refund Policy

At Jet's Pizza, customer satisfaction is our top priority. We understand that sometimes an order may not meet your expectations, and we are committed to resolving any issues fairly and promptly. Please read this Refund Policy carefully to understand your rights and our procedures when it comes to refunds, cancellations, and exchanges for food orders placed through our website at jetspizza-meals.click.

This policy applies to all orders placed through our website and is governed by applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act and relevant state regulations. By placing an order with us, you agree to the terms outlined in this Refund Policy.

1. Eligibility Conditions for Refunds

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

• Incorrect Order: You received a pizza or food item that is different from what you ordered (e.g., wrong toppings, wrong size, wrong crust type).
• Missing Items: One or more items from your order were not delivered or included in your pickup order.
• Food Quality Issues: The food delivered or provided was undercooked, overcooked, or otherwise unfit for consumption due to preparation errors on our part.
• Damaged or Spoiled Food: The food arrived in a condition that made it unsuitable for eating due to damage during delivery or packaging failure.
• Significant Delivery Delay: Your delivery order arrived significantly later than the estimated delivery time provided at checkout, rendering the food unsatisfactory.
• Unauthorized Charges: You were charged for an order you did not place, or a duplicate charge was applied to your account.
• Order Never Received: Your delivery order was confirmed by our system but never arrived at your address.

Refunds are evaluated on a case-by-case basis. We reserve the right to request supporting documentation, such as photographs of the food, to process your refund request efficiently.

2. Timeframes for Refund Requests

To ensure we can investigate and resolve your complaint effectively, refund requests must be submitted within the following timeframes:

Requests submitted outside of these timeframes may not be eligible for a refund. We strongly encourage customers to contact us as soon as an issue is identified to ensure the best possible resolution.

3. Non-Refundable Items and Situations

While we strive to accommodate all reasonable refund requests, certain situations are not eligible for refunds. These include:

• Change of Mind: Refunds are not issued simply because you changed your mind about your order after preparation has begun.
• Customization Errors by Customer: If you made an error in your customization choices during ordering (e.g., selected the wrong toppings or size), we may not be able to offer a full refund once the order is prepared, though we will do our best to assist.
• Partial Consumption: If more than half of the food item has been consumed before a complaint is made, a refund may not be granted unless there is a documented safety or quality concern.
• Promotional and Free Items: Items provided free of charge as part of a promotion or discount offer are not eligible for monetary refunds.
• Delivery Fees: Delivery fees are generally non-refundable unless the order was never delivered or an error was made entirely on our part.
• Third-Party Delivery Issues: If delivery was handled by a third-party service and the issue was caused by that third party, we will direct you to that provider's refund process, though we will still attempt to assist where possible.
• Orders with Incorrect Delivery Address: If an incorrect delivery address was provided by the customer, resulting in a failed or delayed delivery, a refund may not be applicable.

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

Follow these steps to submit a refund request with Jet's Pizza:

1. Contact Us Promptly: Reach out to our customer support team as soon as you identify the issue. You can contact us via email at [email protected] or through the contact form on our website at jetspizza-meals.click.
2. Provide Your Order Details: Include your full name, order number, order date, the email address or phone number used for the order, and your delivery address (if applicable).
3. Describe the Issue: Clearly explain the problem with your order. Be as specific as possible — for example, "I ordered a large pepperoni pizza but received a small cheese pizza."
4. Submit Supporting Evidence: Where possible, attach photographs of the incorrect, missing, or unsatisfactory food items. Visual evidence greatly helps us process your request more quickly.
5. Await Confirmation: Once we receive your request, we will send you a confirmation email acknowledging receipt of your complaint within 1 business day.
6. Review and Resolution: Our team will review your submission and may contact you with follow-up questions. A decision regarding your refund eligibility will be communicated to you within 3 to 5 business days.
7. Refund Issued: If your refund is approved, it will be processed using the original payment method within the timeframes specified in Section 5 below.

5. Refund Processing Times by Payment Method

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

6. Partial Refunds

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

• Only one or a few items in a multi-item order were incorrect or missing, and the remaining items were satisfactory.
• The food quality issue affected only part of the order (e.g., one pizza in a two-pizza order was unsatisfactory).
• A minor customization error occurred that did not fundamentally change the nature of the item ordered.
• The delivery was delayed but the food was ultimately delivered and largely acceptable.
• The customer consumed a portion of the food before identifying a minor quality concern.

The amount of a partial refund will be calculated based on the value of the affected items, minus any applicable fees. Partial refunds will be communicated clearly to the customer before processing.

7. Exchange Policy

In many cases, we prefer to resolve issues by offering a replacement rather than a monetary refund, especially for food quality or incorrect order concerns. Our exchange policy is as follows:

• Replacement Orders: If you received the wrong item or a food item that was unsatisfactory, we may offer to prepare and deliver or make available for pickup a replacement order at no additional cost to you.
• Store Credit: In lieu of a monetary refund, we may offer store credit that can be applied to a future order at jetspizza-meals.click. Store credit does not expire and is non-transferable.
• Comparable Item Substitution: If a specific item is unavailable at the time of replacement, we may offer a comparable item of equal or greater value with your agreement.

Exchanges are subject to availability and operational hours. Please note that exchanges are handled with the same priority as refunds and will be resolved within the same timeframes outlined in this policy.

8. Cancellation Policy

We begin preparing your order almost immediately after it is placed to ensure freshness and timely delivery. As a result, our cancellation window is limited:

8.1 Online Orders

• Within 5 Minutes of Placing the Order: You may cancel your order for a full refund if you contact us within 5 minutes of placing it, provided preparation has not yet begun.
• After 5 Minutes: Once preparation has begun, cancellations are generally not accepted. However, we will review requests on a case-by-case basis and may offer store credit at our discretion.

8.2 Pre-Scheduled Orders

• Orders scheduled for a future date or time may be cancelled up to 2 hours before the scheduled delivery or pickup time for a full refund.
• Cancellations made less than 2 hours before the scheduled time may only be eligible for store credit.

8.3 Large or Catering Orders

• For catering or bulk orders (10 or more pizzas), cancellations must be made at least 24 hours in advance for a full refund.
• Cancellations made less than 24 hours before the scheduled fulfillment time may incur a cancellation fee of up to 50% of the total order value.

To cancel an order, please contact us immediately at [email protected] and provide your order number and the reason for cancellation.

9. Dispute Resolution Process

If you are not satisfied with the resolution provided by our customer support team, you have the right to escalate your concern. We are committed to resolving all disputes fairly and in accordance with applicable U.S. law, including consumer protection standards enforced by the Federal Trade Commission (FTC).

9.1 Internal Escalation

If your initial refund request was denied or you feel the resolution was insufficient, you may request that your case be escalated to a senior member of our customer service team. Please send an email to [email protected] with the subject line "Refund Dispute Escalation" and include your original complaint reference number.

9.2 Chargeback Rights

You retain the right to contact your bank or credit card provider to initiate a chargeback if you believe a charge was made in error or you did not receive the product or service you paid for. We encourage customers to contact us first, as most issues can be resolved quickly and without the need for a chargeback. However, we fully respect your right to pursue this avenue if necessary.

9.3 Consumer Protection Agencies

If you believe your consumer rights have been violated, you may file a complaint with:

• The Federal Trade Commission (FTC): www.ftc.gov
• Your State Attorney General's Office
• The Better Business Bureau (BBB): www.bbb.org

9.4 Informal Resolution Preference

Before initiating any formal dispute process, we strongly encourage customers to allow us the opportunity to resolve the matter directly. The majority of complaints can be resolved within 5 business days through direct communication with our team.

10. Contact Information for Refund Requests

For all refund-related inquiries, cancellations, or complaints, please contact our customer support team using the information below. We aim to respond to all inquiries within 1 business day.

When contacting us, please have the following information ready to help us assist you more efficiently:

• Your full name
• Order number or confirmation number
• Date and time of the order
• Email address used to place the order
• A clear description of the issue
• Photographs or supporting documentation (if applicable)

11. Policy Updates

Jet's Pizza reserves 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 to stay informed about our refund practices. Continued use of our website and services after any changes constitutes your acceptance of the revised policy.