Refund Policy

Effective Date: May 10, 2026 | Last Updated: May 10, 2026

1. Introduction

At Jet's Pizza, we are committed to delivering the highest quality food products and ensuring complete customer satisfaction with every order. We understand that occasionally issues may arise with your order, and we want to ensure that any concerns are addressed promptly, fairly, and professionally.

This Refund Policy explains your rights and our obligations regarding refunds, cancellations, exchanges, and dispute resolution for all food orders placed through our website at jetspizza-meal.click. This policy is governed by applicable United States federal and state consumer protection laws, including the Federal Trade Commission (FTC) Act and relevant state regulations.

If you have any questions about this policy, please contact us at [email protected] before placing your order.

2. Refund Eligibility Conditions

We want every customer to be fully satisfied with their Jet's Pizza order. Refunds may be issued under the following circumstances:

2.1 Qualifying Reasons for a Refund

• Incorrect Order: You received items that are different from what you ordered (wrong pizza toppings, wrong size, wrong items entirely).
• Missing Items: Part of your order was missing upon delivery or pickup, and you did not receive all items you paid for.
• Food Quality Issues: The food delivered was undercooked, overcooked, spoiled, or otherwise did not meet acceptable quality standards at the time of delivery.
• Food Safety Concerns: You discovered a foreign object in your food or experienced a verifiable food safety issue directly attributable to your order.
• Significant Delivery Delays: Your order was delivered significantly later than the quoted delivery time, resulting in the food being inedible or unacceptable upon arrival.
• Duplicate Charges: Your payment method was charged more than once for a single order due to a system or processing error.
• Order Not Delivered: You were charged for an order that was never delivered to your address and no delivery attempt was made.

2.2 Conditions for Eligibility

To be eligible for a refund, the following conditions must generally be met:

• Your refund request must be submitted within the applicable timeframe described in Section 3 of this policy.
• You must provide sufficient evidence of the issue, such as photographs, order confirmation numbers, or a detailed written description.
• The issue must be directly attributable to an error made by Jet's Pizza or our delivery partners, and not the result of customer error (e.g., incorrect address provided by the customer).
• The food in question must not have been substantially consumed before the complaint was raised (except in cases involving food safety or quality that was only discoverable after consumption).

3. Timeframes for Refund Requests

Timely reporting is essential for us to investigate and resolve your concern effectively. Please adhere to the following timeframes:

4. Non-Refundable Items and Situations

Certain situations and items are not eligible for refunds. Please review the following carefully:

• Change of Mind: Refunds will not be issued simply because you changed your mind about your order after it has been prepared or delivered.
• Customer-Provided Incorrect Information: If your order was not delivered or was incorrect due to an error in the information you provided (e.g., wrong delivery address, incorrect special instructions), you will not be eligible for a refund.
• Customization Errors by Customer: If you customized your order and are dissatisfied with the result of your own customization choices, this does not qualify for a refund.
• Promotional and Discounted Items: Items purchased using special promotional codes or as part of limited-time discount offers may not be eligible for refunds unless they meet the qualifying conditions outlined in Section 2.
• Delivery Fees: In most cases, delivery fees are non-refundable unless the failure to deliver was entirely attributable to Jet's Pizza or our delivery partners.
• Tips and Gratuities: Any tips or gratuities added at the time of checkout are non-refundable.
• Substantially Consumed Orders: If a significant portion of your order has been consumed, a refund may not be issued unless a food safety or severe quality issue is demonstrated.

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

To ensure your refund request is processed as quickly and efficiently as possible, please follow these steps:

1. Gather Your Information: Collect your order confirmation number, the date and time of your order, a description of the issue, and any supporting evidence such as photographs of the food or packaging.
2. Contact Us Promptly: Reach out to our customer service team as soon as possible within the applicable timeframe. You can contact us by email at [email protected] or through the contact form available on our website at jetspizza-meal.click.
3. Provide Full Details: In your communication, include your full name, order number, contact information, the specific item(s) in question, and a clear description of the issue. Attach any photographs or other supporting documentation.
4. Await Confirmation: Our customer service team will acknowledge your request within 1–2 business days and may ask for additional information if needed.
5. Review and Decision: Our team will review your request and all supporting evidence. We will notify you of our decision via email, typically within 3–5 business days of receiving your complete request.
6. Refund Issuance: If your refund is approved, it will be processed using the original payment method used for the order, within the timeframes described in Section 6.

6. Refund Processing Times by Payment Method

Once a refund has been approved, please allow the following timeframes for the refund to appear in your account:

Please note that while we process refunds promptly upon approval, the actual time for funds to appear in your account is also dependent on your bank or financial institution's processing times, which are outside of our control.

7. Partial Refunds

In certain circumstances, a partial refund may be offered instead of a full refund. Partial refunds may apply when:

• Only a portion of your order was incorrect, missing, or of unsatisfactory quality, while the remainder of the order was received in good condition.
• A significant portion of the order was consumed before the issue was reported, reducing the scope of the claim.
• The issue reported constitutes a minor inconvenience rather than a significant food quality or safety problem.
• Delivery was delayed, but the food was still edible upon arrival, resulting in inconvenience rather than a total loss of the order.

The amount of a partial refund will be determined at the sole discretion of our customer service team, based on the nature and extent of the issue reported. We will always communicate the reason for any partial refund determination clearly and provide you the opportunity to respond if you disagree with our assessment.

8. Exchange Policy

Given the nature of fresh, made-to-order food products, traditional product exchanges are generally not possible. However, in cases where an incorrect item was delivered, we may offer the following alternatives at our discretion:

• Order Replacement: We may offer to re-prepare and re-deliver the correct item(s) at no additional charge, subject to operational feasibility based on time of day and delivery availability.
• Store Credit: In lieu of a cash refund, we may offer store credit equivalent to the value of the affected item(s), which can be applied to a future order.
• Promotional Voucher: In some cases, we may offer a promotional discount or voucher for a future order as a gesture of goodwill.

Replacements and exchanges are subject to availability and must be requested within the applicable timeframes outlined in Section 3. We reserve the right to offer the most appropriate remedy based on the specific circumstances of each case.

9. Cancellation Policy

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

9.1 Cancellation Before Order Preparation Begins

If you wish to cancel your order, please contact us immediately after placing it. Orders that have not yet entered the preparation stage may be cancelled for a full refund. Due to the speed of our food preparation process, this window is typically very short — usually no more than 5 minutes after order placement.

9.2 Cancellation After Order Preparation Has Begun

Once your order has entered the preparation stage, cancellation may not be possible, or a cancellation fee may apply. In such cases:

• A full refund may not be available if food preparation has already commenced.
• A partial refund may be considered at our discretion, depending on the stage of preparation.
• If a delivery driver has already been dispatched, the delivery fee will not be refunded.

9.3 How to Cancel an Order

To request a cancellation, contact our customer support team immediately via email at [email protected]. Please include your order number and the reason for the cancellation request in your message. We will do our best to accommodate your request based on the current status of your order.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, or if you believe your concern has not been adequately addressed, you have the following options for escalation and dispute resolution:

10.1 Internal Escalation

You may request that your case be escalated to a senior member of our customer service team by clearly stating this in your email to [email protected]. Escalated cases will be reviewed by a senior representative within 5 business days.

10.2 Chargeback Rights

As a consumer in the United States, you have the right to initiate a chargeback through your bank or credit card provider if you believe you have been charged incorrectly or received a product that was materially different from what was described. We encourage you to first attempt to resolve the matter directly with us before initiating a chargeback, as we are committed to resolving issues fairly and efficiently.

10.3 Consumer Protection Agencies

You also have the right to file a complaint with the following consumer protection bodies:

• Federal Trade Commission (FTC): www.ftc.gov
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your state's Attorney General's office or Department of Consumer Affairs.

10.4 Informal Mediation

In the event of a dispute that cannot be resolved through our internal process, both parties agree to first attempt informal mediation before pursuing any formal legal action. Please contact us at [email protected] to initiate this process.

11. Policy Amendments

Jet's Pizza reserves the right to modify, update, or amend this Refund Policy at any time. Any changes will be posted on our website at jetspizza-meal.click and will be effective immediately upon posting. We encourage customers to review this policy periodically. Your continued use of our website and services following any changes constitutes your acceptance of the revised policy.

12. Contact Information for Refund Requests

For all refund requests, cancellations, and related inquiries, please contact our customer support team using the details below. We are here to help and are committed to resolving your concern as quickly as possible.

This Refund Policy was last updated on May 10, 2026, and is effective as of the same date. This policy applies exclusively to orders placed through jetspizza-meal.click.