Refund Policy

At Mod Pizza, customer satisfaction is at the heart of everything we do. We are committed to delivering fresh, high-quality food and a positive dining experience with every order. This Refund Policy outlines the terms and conditions under which refunds, exchanges, and cancellations are handled. By placing an order through our website at modpizza-fresh.click or through any of our ordering channels, you agree to the terms described in this policy.

Please read this policy carefully before completing your purchase. If you have any questions, our customer service team is available to assist you at [email protected].

1. Our Commitment to Quality

Mod Pizza takes pride in preparing every order with fresh ingredients and care. Because our products are food items prepared to order, refunds and exchanges are handled on a case-by-case basis in accordance with applicable consumer protection laws in the United States, including the Federal Trade Commission (FTC) Act and relevant state-level regulations.

We recognize that issues may occasionally arise — whether related to incorrect orders, food quality concerns, or delivery problems — and we are dedicated to resolving these matters fairly and promptly.

2. Eligibility Conditions for Refunds

Refund requests will be considered under the following circumstances:

• Incorrect Order: You received items that were different from what you ordered (wrong toppings, wrong size, wrong product).
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food was spoiled, undercooked, contained foreign objects, or was otherwise unfit for consumption upon receipt.
• Duplicate Charges: You were charged more than once for the same order due to a technical or payment processing error.
• Order Never Received: Your delivery order was never delivered, and this has been confirmed through our delivery tracking system or restaurant records.
• Unauthorized Transactions: A charge was processed on your payment method without your authorization.

All refund requests are subject to verification. Mod Pizza reserves the right to request supporting documentation, including photographs of the food, order confirmation numbers, or other evidence to validate the claim.

3. Timeframes for Refund Requests

To be eligible for a refund, your request 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 inspect their orders upon receipt and contact us immediately if any issues are identified.

4. Non-Refundable Items and Services

The following items and situations are generally not eligible for a refund:

• Orders that have been fully consumed or largely eaten prior to reporting an issue.
• Change-of-mind requests after an order has been prepared and is ready for pickup or has been delivered.
• Customizations or special instructions that were correctly followed but did not meet personal taste preferences.
• Promotional or complimentary items received at no charge.
• Refund requests submitted beyond the eligible timeframe outlined in Section 3.
• Delivery fees, service fees, or platform charges imposed by third-party delivery services (e.g., DoorDash, Uber Eats, Grubhub), which are governed by their own refund policies.
• Digital gift cards or store credit once redeemed.
• Orders affected by customer-provided incorrect delivery addresses or contact information.

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

To initiate a refund request, please follow the steps below:

1. Gather Your Information: Locate your order confirmation number, the date and time of your order, and the specific issue you experienced. If applicable, take clear photographs of the food or packaging.
2. Contact Our Team: Reach out to us via email at [email protected] or through the contact form available on our website at modpizza-fresh.click. Include your full name, order number, phone number, description of the issue, and any supporting photos.
3. Review Process: Our customer service team will review your request and may reach out within 1–2 business days to gather additional information or confirm details of your claim.
4. Resolution Decision: Once your claim has been reviewed and verified, we will notify you of our decision via the email address associated with your account or the email provided in your request.
5. Refund Issuance: If your refund is approved, it will be processed according to the timelines outlined in Section 6 below.

We ask that customers be patient during the review process. Our team is committed to resolving all inquiries fairly and as quickly as possible.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the processing time will vary depending on the original payment method used:

Please note that while we process refunds promptly on our end, your financial institution may take additional time to reflect the credit on your account. Mod Pizza is not responsible for any delays caused by your bank or payment provider.

7. Partial Refunds

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

• Only one or a few items from a larger order were incorrect or missing, and the remainder of the order was satisfactory.
• The food quality issue affected only a portion of the order.
• A delivery was partially fulfilled due to availability issues.
• The customer consumed a significant portion of the food before identifying the issue, yet a legitimate concern still exists.

The amount of a partial refund will be determined by our customer service team based on the specifics of the claim and the value of the affected items. Partial refunds will be applied to the original payment method or issued as store credit, at our discretion.

8. Exchange Policy

Because our products are freshly prepared food items, traditional product exchanges (returning and replacing an item at a later time) are not always possible. However, we will make every reasonable effort to provide a satisfactory resolution, which may include:

• Remaking the Order: If you are at one of our locations and an error is identified before you leave, we will remake your order at no additional charge.
• Replacement on Next Visit: In cases where returning to the restaurant is feasible, we may offer a complimentary replacement item on your next visit, validated through a digital coupon or account credit.
• Store Credit: Where physical replacement is not practical (e.g., delivery orders), we may issue store credit equivalent to the value of the affected item(s) for use on a future order.

Exchanges and replacements are subject to availability and must be requested within the timeframes specified in Section 3. We reserve the right to determine the most appropriate resolution on a case-by-case basis.

9. Cancellation Policy

We understand that plans can change. Our cancellation policy is as follows:

9.1 Online and App Orders

Due to the nature of freshly prepared food, cancellation requests must be made within 5 minutes of placing the order and before preparation has begun. Once kitchen preparation has started, cancellations may not be possible, and a refund may not be issued.

9.2 In-Store Orders

In-store orders may be cancelled before the order is prepared. Once the food has begun preparation at the counter, cancellations will be considered on a case-by-case basis at the manager's discretion.

9.3 Catering and Group Orders

Catering orders require a minimum of 48 hours' notice for cancellation to receive a full refund. Cancellations made within 24 to 48 hours of the scheduled pickup or delivery time may be subject to a 50% cancellation fee. Cancellations made less than 24 hours before the scheduled time are generally non-refundable, as ingredients and labor have already been allocated.

9.4 How to Cancel

To cancel an order, contact us immediately at [email protected] with your order number and request for cancellation. We will confirm whether the cancellation can be processed and advise you on any applicable refund.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, you have the right to escalate your concern through the following process:

1. Internal Escalation: Request that your case be reviewed by a senior member of our customer service team or a manager by replying to your existing support email thread and indicating that you would like to escalate your concern.
2. Written Complaint: Submit a formal written complaint via email to [email protected] with the subject line "Formal Refund Dispute." Include all relevant order details, previous correspondence, and a clear description of the resolution you are seeking.
3. Chargeback Rights: As a consumer in the United States, you retain the right to contact your bank or credit card issuer to initiate a chargeback if you believe a charge was unauthorized or that goods/services were not delivered as promised. This right is protected under the Fair Credit Billing Act (FCBA) and related federal regulations.
4. FTC Complaint: You may file a complaint with the Federal Trade Commission (FTC) at reportfraud.ftc.gov if you believe your consumer rights have been violated.
5. State Consumer Protection Agencies: Depending on your state of residence, you may also contact your state's consumer protection office. For California residents, the California Consumer Protection Division and rights under the CCPA/CPRA may be applicable.

Mod Pizza is committed to good-faith resolution of all disputes and encourages customers to exhaust our internal process before pursuing external remedies.

11. Third-Party Delivery Platforms

When orders are placed through third-party platforms such as DoorDash, Uber Eats, Grubhub, or similar services, the refund and cancellation policies of those platforms will govern those transactions. Mod Pizza is unable to process direct refunds for orders placed through third-party platforms, as payment is handled by those services.

For issues with third-party delivery orders, we recommend:

• Contacting the third-party platform's customer support directly through their app or website.
• Providing your order details, screenshots, and a description of the issue to the platform's support team.

We encourage customers to use our direct ordering channel at modpizza-fresh.click for the most streamlined refund and support experience.

12. Consumer Rights Under U.S. Law

Mod Pizza operates in full compliance with applicable United States consumer protection laws, including but not limited to:

• The Federal Trade Commission (FTC) Act, which prohibits unfair or deceptive business practices.
• The Fair Credit Billing Act (FCBA), which provides protections for consumers regarding billing disputes.
• The California Consumer Privacy Act (CCPA) / California Privacy Rights Act (CPRA), applicable to California residents regarding the handling of personal data during transactions.
• State-specific consumer protection laws applicable to the state in which a transaction occurs.

Nothing in this Refund Policy limits or waives any rights you may have under applicable law.

13. Policy Updates

Mod Pizza reserves the right to update or modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website at modpizza-fresh.click. We encourage customers to review this policy periodically. Your continued use of our services following any changes constitutes your acceptance of the updated terms.

14. Contact Information

For all refund inquiries, cancellation requests, or related concerns, please contact us using the information below. Our customer service team is ready to assist you.

This Refund Policy was last updated on June 12, 2026. All previous versions are superseded by this document.