Refund Policy

Last Updated: May 21, 2026

1. Introduction

At Jet's Pizza, we are committed to delivering fresh, high-quality food and a satisfying customer experience with every order. We understand that occasionally issues may arise, and we want to ensure that you feel confident and protected when ordering from us. This Refund Policy outlines your rights and our obligations regarding refunds, cancellations, exchanges, and dispute resolution.

This policy is governed by applicable United States consumer protection laws, including regulations enforced by the Federal Trade Commission (FTC) under the FTC Act. Customers located in California also benefit from additional protections under the California Consumer Privacy Act (CCPA/CPRA) and state-specific consumer protection statutes.

If you have any questions about this policy, please contact us at any time using the contact details provided at the end of this document.

2. Eligibility Conditions for Refunds

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

• Incorrect Order: You received items that are materially 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 included in your delivery or pickup.
• Food Quality Issues: The food received was undercooked, overcooked, spoiled, or otherwise not up to acceptable food safety and quality standards.
• Allergen Concerns: You received food containing allergens that were not listed in your order or that you specifically requested to be excluded.
• Order Not Received: Your delivery order was never delivered and was not retrievable from the designated delivery location.
• Duplicate Charges: You were charged more than once for a single order due to a technical or billing error.
• Failed Transaction with Fulfilled Order: Your payment was processed multiple times, but only one order was placed and fulfilled.

To be eligible for a refund, the issue must be reported within the timeframes specified in Section 3 below. Jet's Pizza reserves the right to request photographic or other supporting evidence of the issue before processing a refund.

3. Timeframes for Refund Requests

Timeliness is essential when reporting food-related issues. Please review the following timeframes carefully:

Refund requests submitted outside of these timeframes may not be honored. We encourage customers to inspect their orders upon receipt and contact us promptly if any issues are identified.

4. Non-Refundable Items and Services

The following items and circumstances are generally not eligible for refunds:

• Change of Mind: Orders that have already been prepared or are in transit cannot be refunded simply because you changed your mind or no longer want the food.
• Consumed Food: Refunds will not be issued for food that has been substantially consumed, unless a specific quality or safety issue is identified.
• Customized Orders: Specialty or heavily customized orders that were prepared exactly as requested are not eligible for refunds based on personal taste preferences.
• Promotional or Discounted Items: Items purchased using special promotional codes or discount offers may have limited refund eligibility as stated in the applicable promotional terms.
• Third-Party Delivery Fees: Delivery fees charged by third-party delivery platforms are subject to those platforms' own refund policies and are not within our direct control.
• Digital Gift Cards or Vouchers: Once redeemed, digital gift cards or promotional vouchers are non-refundable.
• Late Delivery Due to External Factors: Delays caused by severe weather, traffic conditions, or other circumstances beyond our reasonable control do not automatically qualify for a refund.

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

To request a refund, please follow these steps to ensure your request is handled quickly and efficiently:

1. Step 1 — Gather Your Information: Before contacting us, please have the following information available: your order number, the date and time of your order, a description of the issue, and any photographic evidence of the problem (if applicable).
2. Step 2 — Contact Us: Reach out to our customer support team by email at [email protected] or by visiting our website at jetspizza-meal.rest. You may also contact the location directly if you placed your order in person or by phone.
3. Step 3 — Submit Your Request: Clearly state that you are requesting a refund and explain the reason for your request. Attach any photos or supporting documentation. Include your preferred refund method (original payment method, store credit, etc.).
4. Step 4 — Receive Confirmation: Once your request is submitted, you will receive an acknowledgment from our team within 1–2 business days. We may reach out to ask for additional information to process your request.
5. Step 5 — Review and Decision: Our customer service team will review your request and notify you of the decision within 3–5 business days. If your refund is approved, you will be informed of the amount and timeline for processing.
6. Step 6 — Refund Issued: Once approved, your refund will be processed according to the timelines outlined in Section 6 below.

6. Refund Processing Times by Payment Method

Approved refunds will be processed according to the following timelines, depending on your original payment method:

Please note that while we process refunds promptly on our end, the time it takes for the funds to appear in your account depends on your bank or financial institution. Jet's Pizza is not responsible for delays caused by third-party payment processors or financial institutions.

7. Partial Refunds

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

• Only certain items in a multi-item order were incorrect or missing, and the remaining items were received in satisfactory condition.
• The food was partially consumed before the issue was identified.
• The issue was reported outside of the preferred reporting timeframe, but we determine a partial refund is still appropriate as a goodwill gesture.
• A promotional discount was applied to the original order, meaning only the amount actually paid for the affected item(s) is refundable.
• The delivery fee portion of the order is not eligible for refund, but the food portion is approved.

When a partial refund is approved, we will clearly communicate the refund amount and reason to you via email before processing.

8. Exchange Policy

Due to the perishable nature of food products, traditional product exchanges are generally not possible. However, in cases where an order was made incorrectly or where there is a verifiable food quality issue, we may offer the following as alternatives to a monetary refund:

• Replacement Order: We may offer to remake and re-deliver your order at no additional cost, subject to availability and operational hours.
• Store Credit: Instead of a cash refund, we may offer store credit of equal or greater value to be applied to a future order.
• Complimentary Item: In certain minor cases, we may offer a complimentary item (such as a free side dish or dessert) as compensation for any inconvenience.

Exchanges and replacements are subject to our team's review and approval. We reserve the right to determine the most appropriate form of resolution on a case-by-case basis.

9. Cancellation Policy

Because food orders are prepared quickly once received, our ability to accommodate cancellations is limited. Please review the following cancellation guidelines:

9.1 Cancellations Before Preparation Begins

If you need to cancel your order, please contact us immediately at [email protected]. If your order has not yet entered the preparation phase, we will do our best to accommodate your cancellation and issue a full refund.

9.2 Cancellations After Preparation Has Started

Once food preparation has begun, we are unable to guarantee a cancellation or full refund. In such cases:

• You may be offered a partial refund, depending on the stage of preparation.
• Store credit may be offered as an alternative.
• No refund will be issued if the order is already out for delivery or ready for pickup.

9.3 Cancellations for Scheduled Orders

If you placed a scheduled or advance order, you may cancel it without penalty up to 30 minutes before the scheduled preparation time. Cancellations requested within 30 minutes of the preparation window may not be eligible for a full refund.

10. Dispute Resolution Process

We hope to resolve all refund and order concerns quickly and amicably through direct communication. However, if you are not satisfied with the outcome of your refund request, the following dispute resolution process is available to you:

10.1 Internal Escalation

If you feel your initial refund request was not handled appropriately, you may request that your case be escalated to a senior customer service representative or manager by replying to your original email correspondence and including the subject line "Escalation Request – [Your Order Number]". We will review escalated cases within 5 business days.

10.2 Chargeback Rights

As a customer in the United States, you have the right to dispute charges with your bank or credit card issuer if you believe you have been charged in error or if a legitimate refund request has been denied without valid reason. We encourage you to contact us first before initiating a chargeback, as most issues can be resolved directly and more quickly through our support team.

10.3 Consumer Protection Agencies

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

• Federal Trade Commission (FTC): www.ftc.gov — for general consumer protection issues.
• Consumer Financial Protection Bureau (CFPB): For billing and payment-related disputes.
• Your State Attorney General's Office: For state-level consumer protection complaints.
• Better Business Bureau (BBB): For mediation and business conduct complaints.

10.4 Governing Law

This Refund Policy shall be governed by and construed in accordance with the laws of the United States of America. Any disputes arising from this policy that cannot be resolved informally shall be subject to binding arbitration in accordance with the rules of the American Arbitration Association (AAA), unless you opt out of arbitration as permitted by applicable law.

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 our website at jetspizza-meal.rest with the updated effective date. Your continued use of our website and services after any policy changes constitutes your acceptance of the revised terms. We encourage you to review this policy periodically.

12. Contact Information

For all refund requests, order concerns, or questions regarding this policy, please contact our customer support team using the details below. We are committed to responding to all inquiries promptly and professionally.