Refund Policy

Effective Date: July 25, 2026  |  Last Updated: July 25, 2026

1. Overview

This Refund Policy applies to all food orders, beverages, and related products purchased through our website jetspizza-delivery.click or by phone. By placing an order with Jet's Pizza, you acknowledge and agree to the terms described in this policy. We encourage you to read this document carefully before completing any purchase.

We take pride in preparing fresh, high-quality pizzas and food products. In the event that your order does not meet your expectations due to our error, a quality issue, or a delivery problem, we are committed to making it right in a fair, efficient, and transparent manner.

2. Eligibility Conditions for Refunds

A refund request may be considered valid and eligible under the following circumstances:

• Wrong Order Delivered: You received items that are different from what you ordered (e.g., wrong toppings, wrong size, wrong product).
• Missing Items: One or more items listed on your order confirmation were not included in your delivery or pickup order.
• Food Quality Issues: The food delivered was undercooked, overcooked, contaminated, or otherwise unfit for consumption.
• Significant Delivery Delay: Your order was delivered so late that the food quality was substantially compromised (typically more than 60 minutes beyond the stated estimated delivery time).
• Order Not Received: You did not receive your delivery at all, and our records confirm the order was placed and payment was processed.
• Duplicate Charge: Your payment method was charged more than once for the same order due to a technical or processing error.
• Allergy or Dietary Errors: If you clearly specified an allergy or dietary requirement at the time of ordering and the preparation did not reflect your request, leading to safety or health concerns.

3. Non-Refundable Items and Situations

The following situations are generally not eligible for a refund:

• Orders that were correctly prepared according to your specifications, but you simply changed your mind after delivery.
• Delivery fees, service fees, or platform charges once the order has been dispatched.
• Promotional items, free add-ons, or complimentary products included in special offers.
• Partially consumed meals — we can only assess quality issues on items that have not been substantially eaten.
• Orders where incorrect delivery address information was provided by the customer.
• Orders affected by circumstances beyond our control, including natural disasters, extreme weather events, or public emergencies.
• Requests made after the eligible timeframe specified in Section 4 of this policy.
• Gift cards or store credits once they have been redeemed or applied to an order.

4. Timeframes for Refund Requests

To be eligible for a refund, you must notify us within the timeframes listed below:

Requests submitted outside of these timeframes will be reviewed on a case-by-case basis at our sole discretion. We strongly encourage customers to inspect their orders promptly upon receipt.

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

Follow these steps to submit a refund request:

1. Step 1 – Gather Your Order Details: Locate your order confirmation email or receipt. Note your order number, the date and time of your order, and the items in question.
2. Step 2 – Document the Issue: If possible, take clear photographs of the incorrect, missing, or unsatisfactory items. Visual evidence greatly helps us process your request faster.
3. Step 3 – Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: jetspizza-delivery.click
4. Step 4 – Provide Required Information: When contacting us, include the following:
   • Your full name
   • Order number or confirmation ID
   • Date and time of the order
   • Delivery address
   • Description of the issue
   • Supporting photos (if applicable)
   • Your preferred refund method (original payment method or store credit)
5. Step 5 – Await Review: Our customer support team will review your request within 1–3 business days. We may contact you for additional information if needed.
6. Step 6 – Receive Decision: You will be notified by email of the outcome of your refund request. If approved, your refund will be processed according to the timelines described in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to reflect in your account depends on your original payment method:

Please note that processing times are estimates and may vary depending on your financial institution. Jet's Pizza is not responsible for delays caused by banks or payment processors beyond our control. If you have not received your refund after the stated timeframe, please contact your bank before reaching out to us.

7. Partial Refunds

In some situations, only a partial refund may be granted. Partial refunds may apply in the following cases:

• Only a portion of your order contained an issue (e.g., one pizza out of two was incorrect).
• The delivered food was partially consumed before the quality issue was discovered.
• A promotional discount or coupon was applied to the original order, and the refund will be calculated on the net amount paid.
• Delivery fees may not be refunded if the delivery was completed and only food quality is disputed.
• Late delivery refunds may cover a portion of the order total rather than the full amount, depending on the extent of the delay.

The exact partial refund amount will be determined at the discretion of our customer support team based on the nature of the complaint and supporting evidence provided.

8. Exchange Policy

In certain cases, instead of issuing a monetary refund, we may offer to replace your order or provide an equivalent item at no additional charge. Our exchange policy works as follows:

• Wrong Item Delivered: We will arrange for the correct item to be prepared and delivered to you as quickly as possible, subject to availability and operating hours.
• Missing Items: Missing items may be re-delivered or credited to your account as store credit for use on a future order.
• Quality Complaints: If the food quality did not meet our standards, we may offer to remake the order in full or in part, depending on the specific issue.

Exchanges are offered at our discretion and may not always be possible depending on our operating hours, ingredient availability, or the time elapsed since the original order. You may choose between an exchange or a monetary refund where both options are available.

9. Order Cancellation Policy

We understand that plans change. Here is how our cancellation policy works:

• Before Preparation Begins: If you cancel your order within 5 minutes of placing it and before food preparation has started, you are eligible for a full refund.
• After Preparation Has Started: Once your order has entered the preparation stage, cancellations are generally not accepted, and no refund will be issued.
• After Dispatch (Delivery Orders): Once a delivery driver has picked up your order, the order cannot be cancelled under any circumstances.
• In-Store Pickup Orders: If you fail to pick up your order within 20 minutes of the confirmed ready time without prior notice, the order may be forfeited and no refund will be issued.

To request a cancellation within the eligible window, please contact us immediately via email at [email protected] or through our website at jetspizza-delivery.click.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, you have the right to escalate your concern. We are committed to resolving all disputes in a fair and timely manner.

Step 1 – Internal Escalation

If your initial refund request was denied or partially approved and you believe the decision was incorrect, you may request a secondary review by responding to the decision email and providing any additional supporting documentation or information.

Step 2 – Good Faith Negotiation

We encourage all customers to attempt to resolve disputes directly with us before pursuing formal legal remedies. The majority of concerns are resolved quickly through good faith communication. Please allow up to 5 business days for a response to an escalated dispute.

Step 3 – Consumer Protection Resources

If internal resolution is not possible, customers in the United States may seek assistance from the following consumer protection authorities:

• Federal Trade Commission (FTC): www.ftc.gov — For consumer protection and unfair business practice complaints.
• Better Business Bureau (BBB): www.bbb.org — For business conduct complaints and mediation.
• Your State Attorney General's Office: Contact your state's consumer protection division for state-level complaints.
• Credit Card Chargeback: If you paid by credit or debit card, you may contact your bank or card issuer to initiate a chargeback dispute within the timeframes permitted by your card agreement. However, we ask that you contact us first to allow us the opportunity to resolve the matter directly.

Governing Law

This Refund Policy and any disputes arising from it shall be governed by the laws of the United States of America and applicable federal consumer protection statutes, including but not limited to the FTC Act. Any legal proceedings shall be conducted in the appropriate jurisdiction under applicable law.

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. The Federal Trade Commission Act (FTC Act) prohibits unfair or deceptive acts and practices in commerce. Our policies are designed to comply fully with applicable federal and state law.

If you are located in California, you may have additional rights under the California Consumer Privacy Act (CCPA/CPRA), including the right to know how your personal information is used in connection with your purchases and refund transactions. For more details, please refer to our Privacy Policy at jetspizza-delivery.click.

12. Changes to This Refund Policy

Jet's Pizza reserves the right to modify, update, or amend this Refund Policy at any time. Any changes will be posted on this page with an updated effective date. We encourage you to review this policy periodically. Continued use of our website or placement of orders after any changes constitutes your acceptance of the updated policy.

We will make reasonable efforts to notify customers of significant changes via email or a prominent notice on our website.

13. Contact Information for Refund Requests

For all refund-related inquiries, complaints, or questions about this policy, please contact our customer support team using the details below: