Refund Policy

At Jet's Pizza, we are committed to delivering hot, fresh, and delicious food with every order. We take great pride in the quality of our products and the satisfaction of our customers. This Refund Policy outlines the terms and conditions under which refunds, exchanges, and cancellations are processed. By placing an order through our website at tasty-jetspizza.rest or through any other channel, you agree to the terms described in this policy.

Please read this policy carefully before placing your order. If you have any questions, do not hesitate to contact us using the information provided at the end of this document.

1. Our Commitment to Quality

Jet's Pizza strives to prepare and deliver every order to the highest standard. We use fresh ingredients and follow strict food preparation guidelines to ensure that every pizza, side dish, and beverage meets our quality expectations. However, we understand that occasionally issues may arise, and we are committed to making things right for our valued customers.

All refund requests are evaluated on a case-by-case basis, and our team will work with you to find a fair and reasonable resolution in accordance with this policy and applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act.

2. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund if any of the following conditions apply to your order:

• Incorrect Order: You received items that are different from what you ordered (wrong toppings, wrong size, wrong items).
• Missing Items: One or more items from your order were not delivered or included in your pickup bag.
• Poor Food Quality: The food was undercooked, overcooked, spoiled, or otherwise not prepared to an acceptable standard.
• Food Safety Concern: You discovered a foreign object in your food or have a reasonable food safety concern related to your order.
• Significant Delivery Delay: Your delivery order arrived significantly later than the estimated delivery time, resulting in food that was not in an acceptable condition.
• Order Not Received: Your order was never delivered to the address you provided, and delivery was confirmed as failed by our team.
• Duplicate Charge: You were charged more than once for the same order due to a technical or processing error.

Refund requests that do not meet any of the above eligibility conditions may be denied at the discretion of our customer service team. We reserve the right to request evidence (such as photographs) to support your claim before approving a refund.

3. Timeframes for Refund Requests

To be eligible for a refund, you must contact us within the following timeframes:

Refund requests submitted after these timeframes may not be honored. We strongly encourage customers to inspect their orders immediately upon receipt and contact us as soon as possible if there is an issue.

4. Non-Refundable Items and Situations

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

• Change of Mind: Refunds will not be issued simply because you changed your mind about your order after it has been prepared.
• Incorrect Address Provided: If a delivery fails because you provided an incorrect or incomplete address, we cannot issue a refund.
• Food Consumed: If the majority of the food has been consumed before a complaint is made (except in the case of food safety concerns), a refund may not be issued.
• Personal Taste Preferences: Refunds are not available because the food did not meet your personal taste preferences, provided it was prepared correctly as ordered.
• Promotional and Discounted Items: Items purchased as part of a special promotion or deep discount may have limited or no refund eligibility, as specified at the time of purchase.
• Gift Cards and Store Credits: These are non-refundable and cannot be exchanged for cash.
• Delivery Fees: Delivery fees are non-refundable unless the order was never delivered due to an error on our part.
• Third-Party Platform Orders: Orders placed through third-party delivery platforms (such as DoorDash, Uber Eats, or Grubhub) must be handled directly with those platforms per their respective refund policies.

5. How to Request a Refund (Step-by-Step)

To request a refund, please follow these steps carefully:

1. Step 1 – Document the Issue: Take clear photographs of the incorrect, missing, or poor-quality items if applicable. Keep all packaging and materials related to your order.
2. Step 2 – Gather Your Order Information: Locate your order confirmation number, the date and time of your order, the payment method used, and the amount charged.
3. Step 3 – Contact Us: Reach out to our customer service team via email at [email protected] or through our website at tasty-jetspizza.rest. Provide your full name, order number, contact information, a description of the issue, and any supporting photographs.
4. Step 4 – Wait for Acknowledgment: Our customer service team will acknowledge your request within 1 business day and may ask for additional information or clarification.
5. Step 5 – Review and Decision: Our team will review your request and make a determination within 3 to 5 business days. You will be notified of the outcome via the email address you provided.
6. Step 6 – Refund Issuance: If your refund is approved, it will be processed using the original payment method within the timeframes outlined in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved, please allow the following processing times depending on your original payment method:

7. Partial Refunds

In some situations, a partial refund may be issued instead of a full refund. Partial refunds may apply when:

• Only a portion of your order was incorrect or missing, while the remainder was satisfactory.
• The food quality issue affected only one item in a multi-item order.
• The issue you experienced is considered minor and does not warrant a full refund based on our review.
• You have partially consumed the order before reporting the issue.
• A delivery delay occurred but the food was still in acceptable condition upon arrival.

The amount of a partial refund will be determined by our customer service team based on the nature of the issue and the value of the affected items. We will communicate the proposed partial refund amount to you before processing and provide you with an opportunity to discuss the resolution.

8. Exchange Policy

In many cases, we prefer to offer a replacement or exchange rather than a monetary refund, especially for issues such as incorrect items or quality concerns. Our exchange policy works as follows:

• Replacement Meals: If your order was incorrect or did not meet quality standards, we may offer to prepare and deliver a replacement order at no additional cost to you.
• Replacement of Missing Items: If an item was missing from your order, we may deliver the missing item separately or issue a store credit for future use.
• Store Credit: In some cases, we may offer store credit equivalent to the value of the affected items, which can be applied to your next order.
• Customer Choice: We will always give you the option to choose between a replacement and a refund where both options are available, subject to the conditions of this policy.

Exchanges are subject to the same eligibility conditions and timeframes as refunds. You must contact us within the applicable timeframe to be eligible for an exchange.

9. Cancellation Policy

Because we begin preparing your food shortly after your order is placed, our cancellation window is very limited. Please review the following cancellation terms:

9.1 Online and Phone Orders

• Orders may be cancelled within 5 minutes of being placed, provided that preparation has not yet begun.
• To cancel an order, contact us immediately by phone or email with your order number and request for cancellation.
• If preparation has already begun at the time of your cancellation request, we may not be able to honour the cancellation, and no refund will be issued.

9.2 Scheduled Orders

• If you placed a scheduled advance order, you may cancel it up to 1 hour before the scheduled delivery or pickup time.
• Cancellations made less than 1 hour before the scheduled time may not be accepted once preparation has commenced.

9.3 Cancellations Due to Our Error

• If we are unable to fulfil your order for any reason (such as ingredient unavailability or technical issues), you will be notified promptly and issued a full refund within the applicable processing timeframe.

10. Dispute Resolution Process

If you are not satisfied with our resolution of your refund request, we encourage you to escalate your concern through the following process:

10.1 Internal Escalation

If you believe your refund request was not handled fairly, you may request that your case be reviewed by a senior member of our management team. Submit your escalation request in writing to [email protected] with the subject line "Refund Escalation Request" and include your original case reference number.

10.2 Chargeback Rights

As a consumer in the United States, you retain the right to dispute a charge with your credit or debit card issuer in accordance with applicable federal regulations, including rights provided under the Fair Credit Billing Act (FCBA) and the Electronic Fund Transfer Act (EFTA). We encourage you to attempt to resolve disputes with us directly before initiating a chargeback, as this allows us to address your concerns more efficiently.

10.3 Consumer Protection Resources

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

• The Federal Trade Commission (FTC): www.ftc.gov
• Your State Attorney General's Office
• The Better Business Bureau (BBB): www.bbb.org

10.4 Informal Resolution

We strongly prefer to resolve all disputes amicably and directly. Before pursuing any formal or legal action, we ask that you give us a reasonable opportunity to address your concerns. Most issues can be resolved quickly and fairly through direct communication with our team.

11. Changes to This 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 tasty-jetspizza.rest with an updated effective date. Your continued use of our services following any changes constitutes your acceptance of the revised policy. We encourage you to review this policy periodically.

12. Contact Information for Refund Requests

If you need to submit a refund request, have questions about this policy, or wish to discuss an issue with your order, please contact us using the following information: