Refund Policy

At Jet's Pizza, customer satisfaction is at the heart of everything we do. We stand behind the quality of our food and service. This Refund Policy outlines the conditions under which refunds, exchanges, and cancellations are processed. Please read this policy carefully before placing your order.

1. Our Commitment to Quality

We prepare every order with fresh ingredients and care. However, we understand that issues may occasionally arise — whether it's a wrong item, a quality concern, or a delivery problem. In such cases, we are committed to making things right in a fair and timely manner.

This policy applies to all orders placed through our website pizza-jets.top, by phone, or through any authorized third-party delivery platform associated with Jet's Pizza.

2. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund if one or more of the following conditions are met:

• You received the wrong item(s) that were not part of your original order.
• Your food arrived in an unsatisfactory condition (e.g., spoiled, severely undercooked, or contaminated).
• Your order was significantly delayed beyond the estimated delivery time and the food arrived cold or inedible.
• You were charged an incorrect amount or charged more than once for the same order.
• Your order was never delivered, and no delivery confirmation or proof of delivery exists.
• A menu item listed as available was out of stock and a substitution was made without your consent.
• A documented food safety concern is linked to your order.

Refund eligibility is assessed on a case-by-case basis. Jet's Pizza reserves the right to request supporting evidence, such as photographs or a description of the issue, before processing a refund.

3. Timeframes for Refund Requests

To be considered for a refund, you must contact us within the timeframes listed below:

Refund requests submitted after these timeframes may not be honored, except in cases involving billing disputes, which are governed by applicable federal and state consumer protection laws, including the Fair Credit Billing Act (FCBA) and the Federal Trade Commission Act (FTC Act).

4. Non-Refundable Items and Services

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

• Orders where the customer provided an incorrect delivery address and the food was delivered to that address.
• Orders where the customer was not available to receive the delivery and the food was left as per their instructions.
• Customization requests (e.g., extra toppings, special sauces) that were fulfilled as ordered.
• Promotional or discounted items purchased during limited-time offers, unless a quality issue exists.
• Gift cards and store credits once redeemed.
• Delivery fees, service fees, and applicable taxes, unless the entire order qualifies for a refund.
• Orders placed through unauthorized third-party platforms not affiliated with Jet's Pizza (those refunds must be handled directly through the respective platform).
• Partial consumption of a food item — if more than half of the item has been consumed, it generally does not qualify for a refund unless a health or safety issue is reported.

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

To request a refund, please follow these steps:

1. Step 1 — Gather Your Information: Before contacting us, have the following ready:
   • Your order number or confirmation email
   • The date and time of your order
   • The specific item(s) involved in the complaint
   • A clear description of the issue
   • Photographs of the item(s) if applicable (especially for quality complaints)
2. Step 2 — Contact Us: Reach out to our customer support team using one of the methods below:
   • Email: [email protected]
   • Website: pizza-jets.top
3. Step 3 — Submit Your Claim: Provide all the gathered information. Include your preferred refund method (original payment method or store credit).
4. Step 4 — Wait for Review: Our team will review your claim within 1–3 business days. We may follow up with additional questions or request more evidence.
5. Step 5 — Receive Your Decision: Once reviewed, you will be notified by email whether your refund has been approved, partially approved, or denied, along with the reasoning.
6. Step 6 — Refund Issued: If approved, your refund will be processed within the timeframes described in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your funds depends on your original payment method:

Please note that processing times may vary depending on your bank or financial institution. Jet's Pizza is not responsible for delays caused by third-party payment processors. If you have not received your refund within the stated timeframe, please contact your bank before reaching out to us.

7. Partial Refunds

In some situations, a partial refund may be issued rather than a full refund. Partial refunds may apply when:

• Only one or a few items in a multi-item order were incorrect or unsatisfactory.
• The order was partially delivered (some items were missing).
• A food item was partially consumed before the issue was identified.
• A discount, promotion, or coupon was applied to the original order, affecting the refundable amount.
• The quality issue was minor and did not render the entire order unusable or inedible.

The amount of a partial refund will be calculated based on the price of the affected item(s) only, minus any applicable discounts, fees, and taxes proportional to those items.

8. Exchange Policy

Because Jet's Pizza specializes in freshly prepared food items, traditional product exchanges are not always possible. However, we offer the following alternatives:

• Replacement Order: If you received a wrong item or an item with a significant quality issue, we may offer to prepare and send you a replacement item free of charge, subject to availability and delivery feasibility.
• Store Credit: In lieu of a cash refund, we may offer store credit of equal or greater value, which can be applied to a future order on our website or at our location.
• In-Store Replacement: For pickup orders, you may be asked to return to the store to receive a replacement item. This will be at the discretion of the store manager and subject to operational capacity at the time.

Exchanges are subject to item availability and must be requested within the same timeframes outlined in Section 3. Jet's Pizza reserves the right to offer a refund in place of a replacement if circumstances prevent a timely exchange.

9. Cancellation Policy

We begin preparing your food shortly after your order is received. Because of this, our cancellation window is very limited.

9.1 Online and Phone Orders

• You may cancel your order within 5 minutes of placing it, provided preparation has not yet begun.
• To cancel, call us immediately or use the cancellation feature on our website (if available).
• Once preparation has begun, cancellations are not guaranteed and a full refund may not be issued.

9.2 Pre-Orders and Scheduled Orders

• Pre-orders or scheduled future orders may be cancelled up to 1 hour before the scheduled preparation time for a full refund.
• Cancellations made less than 1 hour before the scheduled time will be subject to a cancellation fee equivalent to 50% of the order total.

9.3 Catering and Large Group Orders

• Catering orders must be cancelled at least 48 hours in advance for a full refund.
• Cancellations between 24–48 hours before the event will receive a 50% refund.
• Cancellations less than 24 hours before the event are non-refundable, as ingredients and labor will have already been committed.

10. Dispute Resolution Process

If you are not satisfied with our refund decision, you have the following options:

10.1 Internal Appeal

You may submit a formal written appeal to our customer service team at [email protected] within 10 business days of receiving our initial decision. Please include:

• Your original order number and refund request reference (if provided)
• A detailed explanation of why you disagree with our decision
• Any additional evidence not previously submitted

We will review your appeal and respond within 5 business days.

10.2 Chargeback Rights

Under the Fair Credit Billing Act (FCBA) and regulations enforced by the Federal Trade Commission (FTC), you have the right to dispute unauthorized or incorrect charges with your credit card issuer. If you believe a charge was made in error and we have been unable to resolve the matter to your satisfaction, you may contact your bank or card issuer to initiate a chargeback process.

10.3 State Consumer Protection Rights

Depending on the state in which you reside, additional consumer protection rights may apply. For example, residents of California have specific rights under the California Consumer Protection Act and the California Unfair Competition Law (UCL). We encourage you to familiarize yourself with the consumer protection laws in your state.

10.4 Alternative Dispute Resolution

If the dispute cannot be resolved through our internal process or your bank, we encourage the use of a neutral third-party mediation or arbitration service before pursuing litigation. This helps resolve disputes faster and more cost-effectively for both parties.

11. Fraud Prevention

Jet's Pizza takes fraudulent refund claims seriously. Any customer found to be submitting false, exaggerated, or misleading refund claims may have their account suspended, and the matter may be referred to the appropriate authorities. We track order patterns and refund requests to identify and prevent abuse of this policy.

12. Changes to This Policy

Jet's Pizza reserves the right to update or modify this Refund Policy at any time. Changes will be posted on our website at pizza-jets.top with an updated effective date. Continued use of our services following any changes constitutes your acceptance of the revised policy. We encourage you to review this page periodically.

13. Contact Information for Refund Requests

For all refund-related inquiries, cancellations, or complaints, please reach out to us using the information below:

We aim to respond to all refund inquiries within 1–3 business days. For urgent issues, such as health or safety concerns, please contact us immediately via email and mark your message as URGENT.