Refund Policy

Effective Date: June 5, 2026 | Last Updated: June 5, 2026

1. Introduction

At Jet's Pizza, we are committed to delivering a high-quality dining experience with every order. Customer satisfaction is our top priority, and we understand that occasionally an issue may arise with your order. This Refund Policy explains the conditions under which refunds, partial refunds, exchanges, and cancellations are accepted, as well as the procedures for requesting them.

This policy is governed by applicable United States consumer protection laws, including the Federal Trade Commission Act (FTC Act) and any relevant state-level consumer protection statutes. We encourage you to contact us promptly if you experience any problem with your order.

2. Contact Information for Refund Requests

All refund inquiries, complaints, and requests should be directed to our customer support team using the following details:

Our customer support team is available to assist you and will respond to all refund-related inquiries within 1–2 business days.

3. Eligibility Conditions for Refunds

We want every customer to be fully satisfied with their order. Refunds may be issued under the following conditions:

• Incorrect Order: You received items that are different from what you ordered (e.g., wrong toppings, wrong pizza size, wrong menu items).
• Missing Items: One or more items from your order were not delivered or included in your package.
• Poor Food Quality: The food delivered was of unacceptable quality, including but not limited to being undercooked, overcooked, spoiled, or otherwise inedible.
• Significant Delivery Delay: Your order arrived significantly later than the estimated delivery time communicated at the time of placing your order, rendering the food unsatisfactory.
• Damaged Order: Your food was damaged during preparation or delivery in a way that makes it unsuitable for consumption.
• Duplicate Charges: You were charged more than once for the same order due to a payment processing error.
• Unauthorized Transaction: A charge was applied to your account without your authorization.

To be eligible for a refund, you must provide sufficient evidence of the issue, such as photographs of the incorrect or damaged items, a description of the problem, and your order confirmation number.

4. Timeframes for Refund Requests

Refund requests must be submitted within the following timeframes to be considered for processing:

Requests submitted after the applicable deadline will not be eligible for a refund under standard circumstances. We reserve the right to make exceptions on a case-by-case basis at our sole discretion.

5. Non-Refundable Items and Situations

Certain items and circumstances are not eligible for refunds. Please review the following non-refundable conditions:

• Change of Mind: If you simply change your mind after the order has been placed and preparation has begun, no refund will be issued.
• Customization Errors by Customer: If incorrect customizations were selected by the customer at the time of ordering (e.g., wrong toppings chosen), no refund will be provided.
• Food Already Consumed: If a significant portion of the food has been consumed, refunds will not be granted based on quality complaints.
• Delivery Address Errors: If the customer provided an incorrect delivery address resulting in a failed delivery, no refund will be issued.
• Promotional and Discounted Items: Items purchased at a deeply discounted rate or as part of a special promotional offer may not be eligible for refunds unless there is a verifiable quality or accuracy issue.
• Service Fees and Delivery Fees: Delivery charges and platform service fees are generally non-refundable unless the order was never delivered due to our error.
• Late Requests: Any refund request submitted after the applicable deadline outlined in Section 4 will not be processed.

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

Follow the steps below to submit a refund request:

1. Gather Your Information: Before contacting us, have the following ready:
   • Your order confirmation number or receipt
   • The email address used to place the order
   • A clear description of the issue
   • Photographs or screenshots of the problem (if applicable)
2. Contact Us: Send an email to [email protected] with the subject line: "Refund Request – [Your Order Number]".
3. Describe the Issue: In the body of your email, clearly explain the nature of the problem, including when it occurred and how it affected your order. Attach any supporting evidence such as photos.
4. Await Confirmation: Our support team will acknowledge receipt of your request within 1–2 business days and may follow up with additional questions.
5. Review and Decision: Our team will review your request and determine eligibility. You will receive a formal decision via email within 3–5 business days of submitting your request.
6. Refund Issuance: If your request is approved, the refund will be processed according to the timeframes described in Section 7.

7. Refund Processing Times by Payment Method

Once a refund is approved, the processing time will vary depending on the payment method used at the time of purchase:

Please note that these timeframes begin from the date your refund is approved and initiated on our end. Actual credit appearance may vary depending on your financial institution's processing policies. We are not responsible for delays caused by third-party payment processors or banks.

8. Partial Refunds

In some situations, a partial refund may be offered rather than a full refund. Partial refunds may be granted under the following circumstances:

• Only a portion of your order was incorrect or missing (e.g., one item out of several was wrong).
• The food quality issue affected only part of your order.
• A delivery delay occurred, but the food was still received and partially consumed.
• A coupon, discount, or promotional credit was applied at the time of the original order, in which case the refund will reflect only the amount actually paid.

The amount of a partial refund will be determined on a case-by-case basis by our customer support team. We will communicate the proposed partial refund amount clearly before processing it, and customers may accept or escalate the decision through our dispute resolution process outlined in Section 11.

9. Exchange Policy

Due to the perishable nature of food products, traditional item exchanges are generally not possible. However, in cases where you received an incorrect or significantly flawed order, we may offer the following remedies as alternatives to a monetary refund:

• Order Replacement: We may offer to re-prepare and re-deliver the correct or replacement item, subject to operational availability and delivery area constraints.
• Store Credit: In lieu of a monetary refund, we may offer store credit of equivalent value, which can be applied to your next order on jetspizza-meal.top.
• Discount Coupon: We may issue a discount coupon for future use as a gesture of goodwill, in addition to or in place of other remedies.

Exchanges and replacements are subject to availability and must be requested within the same timeframe as standard refund requests (see Section 4). We reserve the right to determine the most appropriate remedy based on the specific circumstances of each case.

10. Cancellation Policy

Once an order is placed through jetspizza-meal.top, it enters our preparation queue almost immediately. As a result, our cancellation window is very limited.

10.1 Eligible Cancellations

• Orders may be cancelled for a full refund if the cancellation request is made within 5 minutes of the order being placed, provided that food preparation has not yet begun.
• To request a cancellation, contact us immediately via email at [email protected] with the subject line: "Order Cancellation – [Your Order Number]".

10.2 Ineligible Cancellations

• Orders for which food preparation has already begun cannot be cancelled.
• Orders that are already out for delivery cannot be cancelled.
• Pre-orders may be cancelled up to 1 hour before the scheduled delivery or pickup time.

10.3 Cancellations Due to Our Error

If we are unable to fulfill your order due to ingredient unavailability, technical issues, or circumstances beyond your control, you will receive a full refund automatically without needing to submit a request. You will be notified via email.

11. Dispute Resolution Process

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

Step 1: Internal Escalation

If your initial refund request was denied or if you believe the resolution offered was inadequate, you may request an internal review by emailing [email protected] with the subject line: "Escalation – Refund Dispute – [Your Order Number]". A senior member of our customer support team will review your case and respond within 5 business days.

Step 2: Chargeback Through Your Bank or Payment Provider

If our internal resolution does not satisfy your concern, you retain the right to contact your bank, credit card issuer, or payment processor to initiate a chargeback or payment dispute in accordance with their policies. We encourage customers to exhaust our internal resolution process first before pursuing this avenue.

Step 3: Consumer Protection Agencies

Customers in the United States may file complaints with the following regulatory bodies if they believe their consumer rights have been violated:

• Federal Trade Commission (FTC): www.ftc.gov or call 1-877-FTC-HELP
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your State Attorney General's Office

12. Fraud Prevention

We take fraudulent refund requests seriously. Any attempt to abuse our refund policy — including falsely claiming missing or incorrect items, submitting duplicate refund requests, or providing misleading evidence — may result in the following actions:

• Denial of the current and future refund requests
• Suspension or permanent ban of the associated account
• Reporting to relevant legal authorities where applicable

13. Policy Modifications

Jet's Pizza reserves the right to modify this Refund Policy at any time. Changes will be posted on this page with an updated effective date. Continued use of our website and services following any modifications constitutes your acceptance of the revised policy. We recommend reviewing this policy periodically to stay informed of any updates.

14. Governing Law

This Refund Policy is governed by the laws of the United States, including the Federal Trade Commission Act, and applicable state consumer protection regulations. Any disputes arising from or related to this policy shall be resolved in accordance with applicable United States law.