Refund Policy

Effective Date: April 25, 2026  |  Last Updated: April 25, 2026

At Jet's Pizza, customer satisfaction is our top priority. We are committed to delivering fresh, high-quality food with every order. However, we understand that situations may arise where a refund or order adjustment is necessary. This policy outlines the terms and conditions under which refunds are granted, how to request them, and the timelines you can expect.

Please read this policy carefully before placing an order. By completing a purchase on pizz-jets.click, you acknowledge that you have read, understood, and agreed to the terms set forth in this Refund Policy.

1. Eligibility for Refunds

Refunds may be issued under the following circumstances. All refund requests are subject to review and approval by our customer service team.

1.1 Qualifying Reasons for a Refund

• Wrong Order Delivered: You received an item or items that differ from what you ordered.
• Missing Items: One or more items from your confirmed order were not included in your delivery or pickup.
• Food Quality Issues: The food delivered was undercooked, spoiled, contaminated, or otherwise unfit for consumption.
• Significant Delay: Your order experienced an unreasonable delay beyond our communicated estimated delivery time, and the food arrived in an unacceptable condition as a result.
• Duplicate Charges: You were charged more than once for the same order due to a technical or payment processing error.
• Order Not Delivered: Your delivery order was confirmed but never arrived and cannot be located.
• Allergen Concerns: An item was prepared with an ingredient that was specifically excluded from your order due to a documented allergy or dietary restriction.

1.2 Non-Qualifying Reasons

Refunds will generally not be issued in the following situations:

• You changed your mind after the order was placed and preparation has already begun.
• You ordered the wrong item and the order was prepared as specified.
• Minor variations in appearance, size, or presentation that do not affect food quality or safety.
• Delays caused by circumstances beyond our control, including severe weather, traffic conditions, or third-party delivery service issues.
• Dissatisfaction based on personal taste preferences when the order was prepared correctly.
• Orders that have been substantially consumed before a complaint is filed.

2. Refund Request Timeframes

To be eligible for a refund, you must contact us within the timeframes outlined below. Requests submitted outside these windows may not be honored, except where required by applicable law.

Note: We strongly recommend that you inspect your order immediately upon receipt. Timely reporting allows us to investigate the issue thoroughly and resolve it as quickly as possible.

3. Non-Refundable Items and Services

Certain items and fees associated with your order are non-refundable under all circumstances:

• Delivery Fees: Service and delivery fees charged at the time of checkout are non-refundable unless the order was never delivered due to our error.
• Tips and Gratuities: Any tip or gratuity added to your order is non-refundable once the order has been assigned to a delivery driver.
• Promotional Items: Free or heavily discounted items provided as part of a promotional offer are not eligible for individual refunds.
• Customized or Special Orders: Orders that were specifically customized per your detailed instructions and prepared correctly are generally non-refundable.
• Gift Cards and Store Credits: Once issued, gift card balances and store credits are non-refundable and cannot be exchanged for cash.
• Service Charges: Any applicable convenience fees or platform fees are non-refundable.

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

If you believe you are entitled to a refund, please follow the steps below to submit your request:

1. Gather Your Order Information: Locate your order confirmation email or receipt. You will need your order number, the date and time of the order, and the items involved.
2. Document the Issue: If applicable, take clear photographs of the incorrect, missing, or unsatisfactory items. Visual documentation significantly speeds up the review process.
3. Contact Our Customer Service Team: Reach out to us using one of the following methods:
   • Email: [email protected]
   • Website: pizz-jets.click
4. Provide Required Details: In your refund request, include the following information:
   • Full name and contact information
   • Order number and date of purchase
   • Description of the issue
   • Photos or supporting documentation (where applicable)
   • Your preferred resolution (full refund, partial refund, or replacement)
5. Await Review: Our team will review your request within 1–3 business days. We may contact you for additional information if needed.
6. Receive Decision: You will receive a written response via email confirming whether your refund has been approved, denied, or if a partial refund or alternative resolution is being offered.
7. Refund Processing: If approved, your refund will be processed according to the timelines outlined in Section 5 below.

5. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to appear in your account depends on your original payment method:

Please note that processing times are estimates. Actual posting times may vary depending on your financial institution. Jet's Pizza is not responsible for delays caused by your bank or payment processor after the refund has been issued on our end.

6. Partial Refunds

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

• Only specific items from a multi-item order were incorrect or missing, and the rest of the order was delivered correctly.
• The food quality issue affected only a portion of the order.
• The order was partially consumed before the quality issue was discovered.
• A promotional discount, coupon, or store credit was applied to the original order; in this case, the refund will reflect only the amount actually paid.
• Delivery was significantly delayed but the food was ultimately received and was otherwise acceptable.

The amount of a partial refund will be determined at the discretion of our customer service team based on the nature and extent of the issue reported.

7. Exchange Policy

Due to the perishable nature of food products, direct exchanges (i.e., returning a food item and receiving a replacement) are handled on a case-by-case basis.

7.1 Replacement Orders

In lieu of a monetary refund, we may offer to send a replacement order for items that were incorrect, missing, or of unacceptable quality. Replacement orders are subject to the same preparation and delivery timelines as standard orders.

7.2 Store Credit in Lieu of Refund

In some cases, we may offer store credit as an alternative to a cash or card refund. Store credits:

• Are applied to your account and can be used on future orders.
• Do not expire for a period of 12 months from the date of issuance.
• Cannot be transferred to another account or converted to cash.
• Are applied automatically at checkout on your next eligible order.

8. Cancellation Policy

Given the immediate nature of food preparation, cancellations are time-sensitive. Please review the following cancellation terms carefully:

8.1 Cancellation Before Preparation Begins

If you request a cancellation within 5 minutes of placing your order and before preparation has begun, you are eligible for a full refund to your original payment method.

8.2 Cancellation After Preparation Has Begun

Once your order has entered the preparation stage, cancellations may not be possible. If a cancellation is accepted after this point, a partial refund may be issued at our discretion, minus the cost of any ingredients or labor already expended.

8.3 Cancellation After Dispatch

Once an order has been dispatched for delivery, cancellations are generally not accepted. Any refund issued in this case will be limited to the item cost, excluding delivery fees and tips.

8.4 How to Cancel

To request a cancellation, contact us immediately at [email protected] or through our website at pizz-jets.click. Please include your order number in all cancellation communications.

9. Dispute Resolution Process

If you are unsatisfied with the outcome of your refund request, you have the right to escalate the matter. We are committed to resolving all disputes fairly and in good faith.

9.1 Internal Escalation

If your initial refund request was denied or you believe the resolution offered was inadequate, you may request an internal review by a senior member of our customer service team. Please send an email to [email protected] with the subject line "Refund Dispute — Internal Review Request" and include all relevant documentation.

9.2 Chargeback Rights

You retain the right to initiate a chargeback through your bank or credit card provider if you believe you have been wrongfully charged. However, we encourage you to contact us first, as most issues can be resolved quickly and directly. Under the Fair Credit Billing Act (FCBA) and applicable regulations, consumers have the right to dispute billing errors with their financial institutions.

9.3 Consumer Protection Resources

As a United States-based business, Jet's Pizza operates in compliance with applicable federal and state consumer protection laws, including regulations enforced by the Federal Trade Commission (FTC). If you believe your consumer rights have been violated, you may file a complaint with:

• Federal Trade Commission (FTC): www.ftc.gov
• Your state's Attorney General's consumer protection office
• Better Business Bureau (BBB): www.bbb.org

9.4 Informal Mediation

Before initiating any formal legal proceedings, both parties agree to attempt to resolve any dispute through good-faith negotiation. If an informal resolution cannot be reached within 30 days of the dispute being raised, either party may pursue other available remedies.

10. Food Safety and Health Concerns

If you experience a health issue that you believe is related to food consumed from Jet's Pizza, please contact us immediately and seek appropriate medical attention. In addition to initiating a refund request, we may coordinate with relevant health authorities as required by law. Your health and safety are our highest concern.

You may also report food safety concerns to:

• U.S. Food and Drug Administration (FDA): www.fda.gov
• Your local health department

11. Policy Amendments

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

12. Contact Information for Refund Requests

For all refund requests, cancellations, or related inquiries, please reach out to our customer service team using the contact details below. We aim to respond to all inquiries within 1–2 business days.

This Refund Policy was last reviewed and updated on April 25, 2026, and is effective as of that date.