Refund Policy

Effective Date: April 11, 2026 | Last Updated: April 11, 2026

1. Overview

This Refund Policy applies to all orders placed through our website pizzas-jets.click, by phone, or in person at our location. By placing an order with Jet's Pizza, you agree to the terms outlined in this policy. We encourage you to read this document carefully before completing your purchase.

Because we deal in perishable food products, our refund policy is designed to balance customer satisfaction with the operational realities of the food service industry. We take every complaint seriously and strive to resolve issues promptly and fairly.

2. Eligibility Conditions for Refunds

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

• Your order was incorrect — meaning items you received do not match what you ordered.
• Your food arrived in an unsatisfactory condition, such as being cold, improperly cooked, or damaged during delivery.
• You received an incomplete order — one or more items you paid for were missing from your delivery or pickup order.
• Your order was significantly delayed beyond our stated delivery timeframe and the food was rendered unacceptable as a result.
• You were charged incorrectly or duplicated payment was processed for the same order.
• Your order was cancelled by Jet's Pizza due to operational issues, ingredient unavailability, or any reason on our end.
• A confirmed food safety concern or allergen issue is identified in connection with your order.

3. Timeframes for Refund Requests

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

Requests submitted outside of these windows may not be eligible for a refund at our discretion. We strongly recommend that you inspect your order upon receipt and contact us immediately if you notice any issues.

4. Non-Refundable Items and Situations

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

• Change of mind: If you simply decide you no longer want the food after it has been prepared or delivered.
• Dietary preferences: If you ordered an item that does not meet your personal taste preferences but was prepared accurately as ordered.
• Customization errors made by the customer: If you selected incorrect toppings, sizes, or options during the ordering process.
• Promotional or discounted items: Certain promotional offers or deeply discounted specials may carry a no-refund condition, which will be disclosed at the time of the offer.
• Fully consumed orders: Refunds will not be issued on orders that have been substantially consumed before a complaint is raised, unless there is a genuine food safety concern.
• Third-party delivery service issues: If your order was placed through a third-party app or delivery platform (such as DoorDash, Uber Eats, or Grubhub), refunds must be processed through that platform's own refund policy.
• Late requests: Requests submitted outside of the eligible timeframes stated in Section 3 above.

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

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

1. Step 1 — Contact Us Promptly: Reach out to our customer service team as soon as possible, within the applicable timeframe. You can contact us by:
   • Email: [email protected]
   • Website: pizzas-jets.click
2. Step 2 — Provide Your Order Details: When you contact us, please have the following information ready:
   • Your full name
   • Order number or confirmation email
   • Date and time of the order
   • Method of ordering (online, phone, or in-person)
   • A clear description of the issue
3. Step 3 — Provide Evidence (if applicable): For quality complaints or incorrect orders, we may ask you to provide photographic evidence. Please take clear photos of the food, packaging, and any relevant details that support your claim.
4. Step 4 — Review Process: Our team will review your request and the supporting information. We aim to respond to all refund requests within 1–2 business days.
5. Step 5 — Resolution: Once your request has been reviewed, we will notify you of our decision by email or phone. If approved, we will initiate the refund using your original payment method or offer an alternative resolution such as a store credit or replacement order.

6. Refund Processing Times by Payment Method

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

Please note that while we initiate the refund promptly upon approval, the actual time the funds appear in your account may vary depending on your bank or payment provider. We are not responsible for delays caused by financial institutions.

7. Partial Refunds

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

• Only some items in your order were incorrect, missing, or unsatisfactory — a refund will be issued for those items only.
• A portion of the food was consumed before a quality issue was identified — a partial refund may be offered based on the remaining value.
• A promotional discount was applied to the order — the refund may reflect the discounted amount paid rather than the full menu price.
• A delivery fee was charged but the food was the subject of the complaint — only the food portion may be refunded unless the delivery service was also at fault.
• You requested a modification or accommodation that was partially fulfilled — a partial refund will be calculated based on what was not delivered as requested.

Our team will communicate the refund amount clearly and explain how it was calculated before processing.

8. Exchange Policy

In situations where you have received an incorrect or unsatisfactory item, we are happy to offer a replacement as an alternative to a cash refund. Our exchange policy works as follows:

• Wrong item received: We will prepare and deliver or make available for pickup the correct item at no additional charge, subject to availability and operating hours.
• Food quality issues: If your food was improperly prepared or arrived in poor condition, we will replace it with a freshly prepared item of equal value.
• Timing of replacement: Replacement orders are subject to our current kitchen queue and delivery availability. We cannot guarantee immediate replacement during peak hours.
• Return of original item: In most cases, you will not be required to return the original item. However, in cases involving significant quality complaints or food safety concerns, we may request that the item be made available for inspection.

If you prefer a refund over a replacement, please indicate this when contacting our customer service team, and we will process your request accordingly.

9. Cancellation Policy

We understand that circumstances can change. Our cancellation policy is as follows:

9.1 Cancellations Before Order Preparation

If you need to cancel your order, please contact us as soon as possible. If your order has not yet entered the preparation stage, we will cancel it and issue a full refund with no cancellation fee.

9.2 Cancellations After Order Preparation Has Begun

Once our kitchen team has begun preparing your order, cancellation may not be possible. In this case:

• You may be offered a store credit rather than a cash refund.
• If special ingredients were purchased or custom preparations were made for your order, a partial refund or no refund may apply.

9.3 Cancellations After Dispatch

Once an order has been dispatched for delivery, it cannot be cancelled. If the order is not received due to an incorrect address provided by the customer, no refund will be issued. If the delivery failure is due to an error on our part, a full refund will be processed.

9.4 Cancellations Due to Unforeseen Circumstances

Jet's Pizza reserves the right to cancel any order due to unforeseen circumstances including but not limited to ingredient unavailability, equipment failure, staffing issues, or weather conditions. In such cases, a full refund will be issued to the original payment method.

10. Dispute Resolution Process

We are committed to resolving all refund-related disputes in a professional and timely manner. If you are not satisfied with our initial response to your refund request, you may escalate the matter through the following process:

1. Step 1 — Internal Escalation: If you are not satisfied with the initial resolution offered, request to speak with or contact a senior customer service representative or manager. Email us at [email protected] with the subject line "Refund Dispute — Escalation" and provide your original request details along with the reason for your dissatisfaction.
2. Step 2 — Management Review: A member of our management team will review your case within 3 business days and provide a written response outlining our final internal decision.
3. Step 3 — External Options: If you remain unsatisfied after our internal process, you may pursue the following external options:
   • Credit Card Chargeback: Contact your credit card issuer or bank to initiate a chargeback process if you believe a charge was unauthorized or the goods/services were not delivered as described. Under the Fair Credit Billing Act (FCBA), consumers have the right to dispute billing errors.
   • Consumer Protection Agencies: You may file a complaint with the Federal Trade Commission (FTC) at ftc.gov or your state's consumer protection office.
   • Better Business Bureau (BBB): You may submit a complaint through the BBB at bbb.org.
   • Small Claims Court: For unresolved disputes involving specific monetary amounts, you may have the right to file a claim in small claims court in your jurisdiction.

11. Consumer Rights Under U.S. Law

As a customer in the United States, you are protected by various federal and state consumer protection laws, including:

• The Federal Trade Commission Act (FTC Act): Prohibits unfair or deceptive business practices, including misleading refund policies.
• The Fair Credit Billing Act (FCBA): Provides consumers with the right to dispute billing errors on credit card statements.
• The Electronic Fund Transfer Act (EFTA): Provides protections for consumers making electronic payments and debit card transactions.
• State Consumer Protection Laws: Depending on your state of residence, additional protections may apply. Customers in California are also protected by the California Consumer Privacy Act (CCPA/CPRA) regarding their personal data shared during the refund process.

Nothing in this Refund Policy is intended to limit or override your rights under applicable law.

12. Food Safety and Allergen-Related Refunds

We take food safety and allergen concerns very seriously. If you believe you have received food that was incorrectly prepared in relation to a stated allergy or dietary requirement, or if you experience illness that you believe may be connected to our food:

• Contact us immediately at [email protected].
• Seek appropriate medical attention if necessary.
• Preserve any remaining food and packaging as evidence for investigation.
• We will investigate the matter promptly and cooperate fully with any relevant health authority inquiries.

Refunds for confirmed allergen or food safety issues will be processed as a priority and will include a full refund of the order value.

13. Modifications to This Policy

Jet's Pizza reserves the right to modify or update this Refund Policy at any time. Changes will be posted on our website at pizzas-jets.click with a revised effective date. Your continued use of our services following any such changes constitutes your acceptance of the updated policy. We encourage you to review this page periodically.

14. Contact Information for Refund Requests

For all refund requests, questions, or concerns related to this policy, please reach out to us using the contact details below. Our customer service team is ready to assist you: