Refund Policy

Effective Date: May 15, 2026 | Last Updated: May 15, 2026

At Jet's Pizza, we are committed to providing our customers with the highest quality food and dining experience. We understand that sometimes issues may arise with your order, and we want to ensure that every concern is handled fairly, promptly, and professionally. This Refund Policy outlines the conditions under which refunds, exchanges, and cancellations are processed in accordance with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act and relevant state regulations.

1. General Refund Philosophy

We take pride in the quality of every pizza and food item we prepare. Customer satisfaction is our top priority. If your order does not meet our quality standards or there is an error on our part, we will work diligently to make it right. Our refund process is designed to be transparent, fair, and easy to navigate for all customers.

All refund requests are evaluated on a case-by-case basis. We reserve the right to request supporting documentation, such as photographs of the order, before approving a refund or replacement. Our goal is to resolve every issue as quickly and as satisfactorily as possible.

2. Eligibility Conditions for Refunds

A refund may be issued under the following circumstances:

• Incorrect Order: You received items that differ from what you ordered (e.g., wrong toppings, wrong size, wrong crust type).
• Missing Items: Part of your order was missing upon delivery or pickup.
• Food Quality Issues: The food was undercooked, overcooked, or otherwise prepared in a manner inconsistent with our quality standards.
• Foreign Objects: A foreign object was discovered in the food item.
• Late Delivery: Your delivery arrived significantly later than the estimated delivery time stated at checkout, and the food was no longer suitable for consumption due to temperature or quality degradation.
• Duplicate Charges: You were charged more than once for the same order due to a technical or billing error.
• Order Not Received: Your order was confirmed but never delivered, and it cannot be located after investigation.

3. Timeframes for Refund Requests

To be eligible for a refund, you must submit your request within the following timeframes:

Requests submitted outside of these timeframes may be denied. We strongly encourage customers to inspect their orders immediately upon receipt and contact us as soon as an issue is identified.

4. Non-Refundable Items and Services

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

• Orders where the food has been substantially consumed (more than 50% eaten) before a complaint is made.
• Customized or special-request items that were prepared exactly as requested by the customer.
• Dissatisfaction based solely on personal taste, spice level preferences, or dietary choices that were not communicated at the time of ordering.
• Promotional or discounted items purchased as part of a limited-time offer (unless defective or incorrect).
• Delivery fees are non-refundable unless the order was never delivered.
• Tips and gratuities added at checkout are non-refundable under any circumstances.
• Requests submitted beyond the applicable refund request window outlined above.
• Orders where the customer provided an incorrect delivery address and the order was delivered to that address.

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

Follow these steps to submit a refund request efficiently:

1. Step 1 — Contact Us Promptly: Reach out to our customer support team via email at [email protected] or visit our website at meal-jetspizza.click within the applicable timeframe.
2. Step 2 — Provide Order Details: Include your full name, order number, date and time of the order, the delivery or pickup location, and the method of payment used.
3. Step 3 — Describe the Issue: Clearly explain the nature of your complaint. Be as specific as possible about what was wrong with your order.
4. Step 4 — Submit Supporting Documentation: If applicable, attach photographs of the incorrect, missing, or unsatisfactory items. Visual evidence significantly speeds up the review process.
5. Step 5 — Await Review: Our customer service team will review your request within 1–3 business days. You will receive a confirmation email acknowledging receipt of your request.
6. Step 6 — Resolution: Once reviewed, we will notify you of the outcome via email. If approved, you will be informed of the refund method and expected processing time.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time required for the funds to appear depends on your original payment method:

Please note that while we process refunds promptly on our end, the actual timing of when funds appear in your account is subject to your bank's or payment processor's policies. We are 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 in the following circumstances:

• Only some items in a multi-item order were incorrect or missing.
• The food quality issue affected only a portion of the order, while the remainder was satisfactory.
• A discount, coupon, or promotional code was applied to the original order, in which case the refund will be calculated based on the actual amount paid.
• The order was delivered late, but the food was still partially consumable.
• The customer accepted and consumed a portion of the order before reporting the issue.

In all partial refund cases, the amount credited will correspond to the value of the affected items only, as calculated from the original order total. Our customer service team will communicate the specific partial refund amount during the resolution process.

8. Exchange Policy

For food service businesses, traditional "exchanges" differ from retail exchanges. In place of a product exchange, Jet's Pizza offers the following remedies:

• Order Replacement: If your order was incorrect or of unacceptable quality, we may offer to remake and resend or re-prepare your order at no additional cost, subject to availability and operational capacity at the time of the request.
• Store Credit: Instead of a monetary refund, you may be offered store credit equivalent to the value of the affected items, redeemable on a future order through meal-jetspizza.click.
• Complimentary Items: In some cases, particularly for minor inconveniences, we may offer complimentary items or a discount code for your next order as a goodwill gesture.

Replacement orders are subject to the same delivery timeframes as original orders. We cannot guarantee replacements will be fulfilled on the same day, especially during peak hours. The customer retains the right to choose between a replacement or a refund where both options are applicable.

9. Cancellation Policy

Orders placed through meal-jetspizza.click are prepared fresh upon receipt. Due to the perishable nature of our food products, cancellations are subject to the following conditions:

9.1 Cancellations Before Preparation Begins

If you wish to cancel your order, you must do so within 5 minutes of placing the order. During this window, if your order has not yet entered the preparation stage, you may be eligible for a full refund. To cancel promptly, contact us immediately via email at [email protected].

9.2 Cancellations After Preparation Has Begun

Once your order has entered the preparation stage, cancellations are generally not accepted, and refunds will not be issued. This is because ingredients are already committed to your specific order and cannot be reused or reassigned.

9.3 Cancellations Due to Unavailability

In rare instances, a specific item may be unavailable after your order is placed. In such cases, we will contact you to offer a substitution or a partial/full refund for the unavailable item(s). If we are unable to reach you within a reasonable timeframe, we will proceed with the available items and issue a partial refund for any unfulfilled items.

9.4 Cancellation of Future/Scheduled Orders

If you have placed a scheduled advance order, cancellations must be made at least 2 hours before the scheduled time to qualify for a full refund. Cancellations made less than 2 hours before a scheduled order will be treated as last-minute cancellations and may not be eligible for a refund.

10. Dispute Resolution Process

We strive to resolve all customer concerns quickly and amicably. However, if you are not satisfied with our resolution, the following dispute resolution process applies:

10.1 Internal Escalation

If your initial refund request is denied or you are unsatisfied with the resolution offered, you may request an escalation to our senior customer service management team. To escalate, reply to the original resolution email and include "ESCALATION REQUEST" in the subject line, along with a detailed explanation of why you believe the decision should be reconsidered.

10.2 Chargeback Process

Under the Fair Credit Billing Act (FCBA), customers who paid by credit card retain the right to dispute charges with their card issuer. Before initiating a chargeback, we strongly encourage customers to contact us directly to allow us the opportunity to resolve the issue, as chargebacks can result in delays and additional administrative burden for both parties.

10.3 Third-Party Mediation

If a resolution cannot be reached through internal channels, either party may request non-binding mediation through a mutually agreed-upon mediator. The costs of mediation shall be shared equally between both parties unless otherwise agreed.

10.4 Consumer Protection Agencies

Customers also have the right to file complaints with relevant consumer protection authorities, including the Federal Trade Commission (FTC) at ftc.gov or their respective state attorney general's office. We comply fully with all applicable federal and state consumer protection regulations.

11. Special Circumstances and Force Majeure

In cases of extraordinary circumstances beyond our control — including but not limited to natural disasters, severe weather events, power outages, or government-mandated closures — Jet's Pizza reserves the right to modify or suspend its standard refund and cancellation policies temporarily. In such cases, customers will be notified via the email address provided at checkout, and alternative remedies will be offered where possible.

12. Third-Party Delivery Platforms

If your order was placed through a third-party delivery platform (such as DoorDash, Uber Eats, Grubhub, or similar services), the refund policy of that platform may apply in addition to or in place of this policy. We recommend reviewing the refund policy of the third-party platform through which your order was placed. Jet's Pizza cannot be held responsible for refund decisions made by third-party platforms operating independently of our direct services through meal-jetspizza.click.

13. Policy Updates

Jet's Pizza reserves the right to amend or update this Refund Policy at any time. Changes will be effective immediately upon posting to meal-jetspizza.click. The "Last Updated" date at the top of this page will reflect the most recent revision. Continued use of our website or placement of orders following any changes constitutes acceptance of the updated policy. We encourage customers to review this page periodically to stay informed of any updates.

14. Contact Information for Refund Requests

For all refund requests, cancellations, order issues, or general customer service inquiries, please contact us using the information below:

Our customer support team is available to assist you with any questions or concerns related to your order. We aim to respond to all email inquiries within 1–2 business days. For urgent matters, please indicate "URGENT" in the subject line of your email to help us prioritize your request.

This Refund Policy was last updated on May 15, 2026, and is governed by applicable United States federal and state consumer protection laws. Jet's Pizza operates in compliance with the Federal Trade Commission Act and all relevant food service regulations.