Refund Policy

At Jet's Pizza, we are committed to delivering fresh, high-quality food and an exceptional customer experience with every order. We understand that issues can occasionally arise, and this Refund Policy has been established to ensure that every customer concern is handled fairly, transparently, and promptly. Please read this policy carefully before placing an order through our website, mobile application, or in-store location.

This policy applies to all purchases made directly through pizzas-jets.digital or through any affiliated ordering platform connected to our brand. By placing an order with Jet's Pizza, you acknowledge that you have read, understood, and agreed to the terms set forth in this Refund Policy.

1. Eligibility Conditions for Refunds

Jet's Pizza takes product quality and customer satisfaction seriously. Refunds may be issued under the following eligible circumstances:

• Wrong Order Delivered: You received an item that is different from what was ordered and confirmed at checkout.
• Missing Items: One or more items included in your order were not delivered or included in your bag.
• Food Quality Issues: The food received was undercooked, overcooked, spoiled, or otherwise unfit for consumption at the time of delivery or pickup.
• Allergic Ingredients Present: The order contained ingredients that were explicitly excluded due to a stated dietary restriction or allergy noted at the time of ordering, posing a health risk.
• Order Not Delivered: Your delivery order was never received, and tracking or confirmation reflects that the order was not completed.
• Duplicate Charge: Your payment method was charged more than once for the same order due to a technical error on our platform.
• Service Failure: A confirmed order was not prepared or fulfilled by our team within a reasonable timeframe with no prior notice given.

Refund eligibility is determined on a case-by-case basis. Jet's Pizza reserves the right to request supporting documentation, such as photographs of the food, order confirmation numbers, or payment receipts, to verify the claim before processing any refund.

2. Timeframes for Refund Requests

To ensure a timely resolution, all refund requests must be submitted within the following timeframes:

Requests submitted after the applicable timeframe may not be eligible for a refund. We strongly encourage customers to inspect their orders upon receipt and contact our support team as soon as any issue is identified. Late submissions may still be reviewed at our discretion, but approval is not guaranteed.

3. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds under this policy. These include, but are not limited to:

• Change of Mind: Refunds will not be issued if you simply changed your mind about your order after it has been prepared or delivered.
• Consumed Orders: If the majority of an order has been consumed before a complaint is raised, a refund may not be granted, unless a genuine quality issue is substantiated.
• Promotional or Free Items: Items received as part of a promotional offer, coupon, or free giveaway are not eligible for cash refunds.
• Delivery Fees: Third-party delivery fees are generally non-refundable unless the order was not delivered due to an error on our part.
• Custom Special Orders: Highly customized orders made to specific, non-standard specifications may not qualify for a refund if prepared correctly as instructed.
• Tip Amounts: Gratuity or tip charges added at checkout are non-refundable once an order has been confirmed and dispatched.
• Gift Cards: Purchased gift card values are non-refundable and cannot be exchanged for cash.

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

To submit a refund request, please follow the steps outlined below:

1. Step 1 – Contact Our Support Team:
   Reach out to Jet's Pizza through one of the following channels:
   • Email: [email protected]
   • Website: pizzas-jets.digital
2. Step 2 – Provide Order Information:
   Include the following details in your message:
   • Full name used when placing the order
   • Order confirmation number or receipt number
   • Date and time of the order
   • Delivery address or store location
   • Payment method used
3. Step 3 – Describe the Issue:
   Provide a clear and detailed description of the problem. If applicable, attach photographs of the item(s) in question. Photos should clearly show the food, packaging, or any damage present.
4. Step 4 – Await Confirmation:
   Our customer support team will acknowledge your request within 1–2 business days and may follow up with additional questions if needed to process your claim.
5. Step 5 – Resolution:
   Once your claim is reviewed and approved, you will be notified of the outcome, including the refund method and expected processing timeframe.

5. Refund Processing Times by Payment Method

Once a refund has been approved, processing times will vary depending on the original method of payment used:

Please note that while we initiate refunds promptly upon approval, actual posting times are controlled by your financial institution or payment processor. Jet's Pizza is not responsible for delays caused by third-party payment processors or banks beyond the timeframes stated above.

6. Partial Refunds

In certain situations, a partial refund may be issued rather than a full refund. Partial refunds may apply under the following conditions:

• Only specific items in a larger order were incorrect, missing, or unsatisfactory, while the remainder of the order was received and acceptable.
• A portion of the food was consumed before the quality issue was identified, and verification of the complaint is limited.
• The issue reported is related to a minor preparation error that did not render the entire order inedible or unusable.
• Discount codes or promotions were applied to the original order, reducing the actual amount paid for the affected items.

The amount of a partial refund will be calculated based on the proportional value of the affected item(s) relative to the total order, including applicable taxes. Our customer support team will communicate the partial refund amount to you prior to processing.

7. Exchange Policy

Due to the perishable nature of food products, direct item exchanges are subject to the following conditions:

• Wrong Item Received: If you received the wrong item and it has not been consumed, we will arrange for the correct item to be prepared and delivered or made available for pickup at no additional charge, subject to availability and store hours.
• Replacement Meals: In cases where a replacement is offered instead of a refund, the replacement order will be of equal or comparable value to the original item(s) affected.
• Store Credit Option: At your request, instead of a cash refund, we may issue equivalent store credit to your Jet's Pizza account, which can be applied to a future order.
• Time Sensitivity: Exchange requests must be submitted within 2 hours of the original delivery or pickup to be eligible for a same-day replacement.

Jet's Pizza does not offer exchanges for food items that have been fully or largely consumed, or for items that were prepared correctly as ordered.

8. Cancellation Policy

We understand that plans change, and we will do our best to accommodate order cancellations whenever possible. Please review our cancellation terms below:

8.1 Orders Placed Online or Via App

• Before Preparation Begins: If your order has not yet entered the preparation stage, you may cancel it for a full refund by contacting us immediately at [email protected] or through the website.
• During Preparation: Once our kitchen staff has begun preparing your order, cancellation may not be possible. In such cases, a partial refund or store credit may be offered at our discretion.
• After Dispatch: Orders that have been handed to a delivery driver or are otherwise en route to you cannot be cancelled. Please contact us upon receipt if there is an issue with the order.

8.2 In-Store Orders

For orders placed directly in-store or by phone, cancellations must be communicated immediately to the staff member assisting you. Once preparation has begun, cancellations cannot be accommodated.

8.3 Scheduled/Pre-Orders

Orders placed in advance for a future date or time may be cancelled without penalty up to 2 hours before the scheduled preparation time. Cancellations requested within 2 hours of the scheduled time may not be fully refundable.

9. Dispute Resolution Process

If you are dissatisfied with the outcome of your refund request, or if a dispute arises regarding any charge or transaction associated with Jet's Pizza, the following steps outline our dispute resolution process:

1. Internal Review Request:
   Contact our customer support team and request an escalated internal review of your case. Provide all relevant documentation and a clear explanation of why you believe the initial decision was incorrect. Email: [email protected]
2. Supervisor Escalation:
   If the initial support response does not resolve your concern, you may request that your case be escalated to a senior team member or store manager. This review will typically be completed within 3 to 5 business days.
3. Written Formal Complaint:
   If your dispute remains unresolved after internal escalation, you may submit a formal written complaint via email to [email protected] with the subject line "Formal Dispute – [Your Order Number]." We will respond in writing within 7 business days.
4. Chargeback Rights:
   You retain the right to contact your credit card company or bank to initiate a chargeback in accordance with your card agreement. However, we encourage customers to exhaust our internal dispute resolution options before taking this step, as we are committed to finding a fair resolution.
5. Consumer Protection Resources:
   Customers in the United States may also contact the Federal Trade Commission (FTC) at ftc.gov or their applicable state consumer protection agency for additional guidance and support.

10. Chargebacks and Fraudulent Claims

Jet's Pizza has a zero-tolerance policy for fraudulent refund claims. Submitting false information, fabricating complaints, or misrepresenting the condition of an order to obtain an unjustified refund may result in:

• Permanent suspension of your account or ordering privileges
• Denial of all future refund requests
• Reporting of fraudulent activity to the appropriate legal authorities

We reserve the right to investigate all claims and decline refunds where evidence of misuse or fraudulent intent is identified.

11. Policy Updates

Jet's Pizza reserves the right to modify or update this Refund Policy at any time. Any changes will be posted on our website at pizzas-jets.digital with a revised effective date. Continued use of our services following any posted changes constitutes your acceptance of the updated policy. We encourage customers to review this page periodically to stay informed of any updates.

12. Contact Information for Refund Requests

For all refund inquiries, cancellation requests, or related customer service concerns, please contact us using the information below:

When contacting us, please have your order number, payment details, and any relevant photos ready to help us process your request as efficiently as possible.