Refund Policy

At Jet's Pizza, customer satisfaction is at the heart of everything we do. We take great pride in delivering fresh, high-quality food products to every customer. This Refund Policy outlines the conditions under which refunds, exchanges, and cancellations are accepted, as well as the procedures you must follow to initiate a claim. Please read this policy carefully before placing your order.

By placing an order through our website jetspizza-eat.digital or any affiliated ordering platform, you acknowledge that you have read, understood, and agreed to the terms set forth in this Refund Policy. This policy is governed by applicable United States consumer protection laws, including but not limited to the Federal Trade Commission (FTC) Act and relevant state-level regulations.

1. Our Commitment to Quality

Jet's Pizza is committed to preparing every order to the highest standard of food quality and accuracy. Every pizza, side dish, dessert, and beverage is made fresh to order using quality ingredients. If your order does not meet our quality standards or there has been an error on our part, we want to make it right.

We encourage all customers to inspect their orders upon delivery or pickup. If you notice any issue with your order, please contact us as soon as possible so we can resolve the matter promptly and fairly.

2. Eligibility Conditions for Refunds

A refund request may be considered eligible under the following circumstances:

• Incorrect Order: You received an item that is different from what you ordered (wrong toppings, wrong size, wrong product).
• Missing Items: Part of your order was not included in the delivery or pickup bag.
• Food Quality Issues: The food was undercooked, overcooked, spoiled, or otherwise not fit for consumption at the time of delivery or pickup.
• Allergen Concerns: An ingredient was included in your order that you specifically requested to be excluded due to a documented allergy, and you reported the issue before consuming the product.
• Order Not Delivered: Your delivery order was confirmed and paid for but never arrived, and our delivery partner cannot confirm delivery.
• Duplicate Charges: You were charged more than once for the same order due to a technical or billing error.
• Significant Delay: Your order was delayed by more than 60 minutes beyond the estimated delivery time quoted at checkout, and no prior notification was given.

Refund eligibility is evaluated on a case-by-case basis. Jet's Pizza reserves the right to request photographic evidence or additional information before approving a refund.

3. Timeframes for Refund Requests

To be considered for a refund, your request must be submitted within the following timeframes:

4. Non-Refundable Items and Situations

The following are not eligible for refunds under any circumstances:

• Orders that have been fully consumed or substantially eaten before the complaint is raised.
• Customized orders where all requested customizations were correctly applied (e.g., extra toppings, specific sauces).
• Promotional, discounted, or complimentary items offered as part of a limited-time deal.
• Gift cards, digital vouchers, or store credit once they have been redeemed.
• Orders canceled after food preparation has begun (see Cancellation Policy below).
• Dissatisfaction based solely on personal taste preferences when the order was prepared correctly and as described.
• Delivery fees charged by third-party delivery platforms (these are governed by the respective platform's own refund policy).
• Requests submitted outside the applicable refund timeframes listed above.

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

If you believe you are eligible for a refund, please follow these steps carefully:

1. Step 1 — Do Not Discard the Order: If the issue relates to food quality, incorrect items, or a missing component, retain any uneaten portion of the order and, where applicable, take clear photographs showing the problem. This evidence will support your claim.
2. Step 2 — Contact Us Promptly: Reach out to our customer support team via one of the following methods within the applicable timeframe:
   • Email: [email protected]
   • Website: jetspizza-eat.digital
3. Step 3 — Provide Required Information: When contacting us, please include the following details:
   • Your full name and contact information
   • Your order number or confirmation code
   • The date and time of your order
   • A clear description of the issue
   • Photographs or supporting evidence (if applicable)
   • Your preferred resolution (refund, replacement, or store credit)
4. Step 4 — Await Confirmation: Our customer service team will acknowledge your request within 1–2 business days and may follow up with additional questions or requests for clarification.
5. Step 5 — Resolution: Once your claim has been reviewed and approved, we will notify you of the outcome and initiate the refund, replacement, or credit within the applicable processing timeframe.

6. Refund Processing Times by Payment Method

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

Please note that while we process refunds promptly on our end, your bank or payment provider may take additional time to reflect the credit on your account. Jet's Pizza is not responsible for delays caused by third-party financial institutions.

7. Partial Refunds

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

• Only a portion of your order was incorrect or missing, while the rest was delivered accurately.
• A food quality issue affected only part of the order.
• The customer has partially consumed the order before identifying an issue that would otherwise qualify for a full refund.
• A promotional discount was applied at the time of ordering, and the refund is calculated based on the actual amount paid rather than the full menu price.
• A delivery delay affected only part of the order (e.g., certain items were replaced or substituted).

The amount of a partial refund will be determined at our discretion, based on the nature and extent of the issue reported. We will always aim to offer a fair resolution that reflects the inconvenience caused.

8. Exchange Policy

In many cases where food quality or order accuracy is the concern, we prefer to offer a replacement order rather than a monetary refund. Exchanges or replacement orders may be offered under the following conditions:

• The original order was incorrect and you are still able to receive a corrected replacement within a reasonable time.
• A food quality issue was reported promptly and a fresh preparation is possible.
• The customer is present at the delivery address or available for pickup within the same service window.

If a replacement is offered and accepted, no monetary refund will be issued for that portion of the order. Customers always have the option to decline a replacement and request a refund instead; however, we encourage replacements as the fastest path to resolution.

Exchanges are subject to product availability and operating hours. If the item in question is temporarily unavailable, a refund or store credit will be offered as an alternative.

9. Cancellation Policy

We understand that plans can change. However, because our food is freshly prepared to order, our ability to accommodate cancellations is time-sensitive.

9.1 Orders Placed Online or via Phone

• Cancellation within 5 minutes of placing the order: You may cancel your order and receive a full refund, provided food preparation has not yet begun.
• Cancellation after food preparation has begun: Cancellations are generally not accepted once our kitchen team has started preparing your order. In exceptional circumstances, a store credit may be offered at our discretion.
• Cancellation of a scheduled future order: Orders placed in advance for a future date or time may be canceled up to 1 hour before the scheduled preparation time for a full refund.

9.2 How to Cancel

To cancel an order, contact us immediately via:

• Email: [email protected]
• Website: jetspizza-eat.digital

Please include your order number and the reason for cancellation. Phone cancellations (if a phone number is available on our website) may offer the fastest response.

9.3 Cancellations Due to Jet's Pizza

In the rare event that we are unable to fulfill your order due to ingredient unavailability, staffing issues, or technical errors on our platform, you will be notified as soon as possible and offered a full refund or the option to reschedule your order at no additional cost.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund or cancellation request, or if you believe your claim was not handled fairly, you have the right to escalate the matter. We are committed to resolving all disputes in good faith.

10.1 Internal Escalation

If your initial refund request was denied or partially approved and you disagree with the outcome, you may request a second review by emailing [email protected] with the subject line "Refund Dispute – Second Review Request". Please include:

• Your original refund request reference or order number
• The reason you are disputing the outcome
• Any additional supporting evidence not previously submitted

Second-level reviews are typically completed within 5–7 business days.

10.2 Credit Card Chargebacks

If you believe you have been wrongly charged and have been unable to resolve the matter through our internal process, you have the right to initiate a chargeback through your credit or debit card provider under applicable U.S. banking regulations. We ask that you attempt to resolve disputes directly with us first, as chargebacks may result in delays and additional administrative processes.

10.3 FTC and Consumer Protection Resources

As a consumer in the United States, you have rights under the Federal Trade Commission (FTC) Act and applicable state consumer protection laws. If you feel your consumer rights have been violated, you may file a complaint with:

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

10.4 Informal Mediation

Before pursuing formal legal action, both parties agree to attempt informal mediation. Either party may request mediation by providing written notice to the other. Mediation costs shall be shared equally unless otherwise agreed.

11. Store Credit as an Alternative

In some cases, Jet's Pizza may offer store credit as an alternative to a monetary refund. Store credit:

• Is applied directly to your account and can be used on future orders through our website or app.
• Does not expire for a period of 12 months from the date of issuance.
• Is non-transferable and cannot be redeemed for cash.
• May be offered at a higher value than the original refund amount as a goodwill gesture.

Customers always have the right to request a monetary refund instead of store credit, provided they meet the eligibility conditions outlined in this policy.

12. Abuse of Refund Policy

Jet's Pizza values honesty and fairness in all customer interactions. We reserve the right to decline refund requests that we reasonably believe are fraudulent, exaggerated, or an abuse of this policy. Accounts that repeatedly submit refund requests without valid cause may be flagged, and we reserve the right to restrict or suspend ordering privileges for such accounts in accordance with our Terms of Service.

13. Changes to This Refund Policy

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-eat.digital with an updated effective date. Continued use of our services after any changes constitutes your acceptance of the revised policy. We encourage customers to review this page periodically.

14. Contact Information for Refund Requests

For all refund requests, questions, or concerns related to this policy, please contact our customer support team using the details below:

Our customer support team is available during regular business hours. We aim to respond to all inquiries within 1–2 business days. For the fastest resolution, please provide all relevant order information when contacting us.