Refund Policy

At Jet's Pizza, we are committed to delivering a satisfying dining experience with every order. We understand that occasionally issues may arise, and we want to ensure that our customers are treated fairly and transparently. This Refund Policy outlines the conditions under which refunds, exchanges, and cancellations are handled. By placing an order through our website at pizza-jets.rest or through any other ordering channel, you agree to the terms set forth in this policy.

1. Our Commitment to Customer Satisfaction

Jet's Pizza takes pride in the quality of our food and services. We use fresh ingredients and follow strict food preparation standards to ensure every item meets your expectations. However, we recognize that errors can happen — whether it is a wrong order, a quality concern, or a delivery issue. In such cases, we are here to make things right.

This policy applies to all orders placed directly through our website pizza-jets.rest, by phone, or in person at our location. For orders placed through third-party delivery platforms (such as DoorDash, Uber Eats, Grubhub, etc.), please refer to those platforms' individual refund policies, as we have limited control over transactions processed by third parties.

2. Eligibility Conditions for Refunds

Refunds may be issued under the following circumstances:

• Incorrect Order: You received an item that is different from what you ordered (e.g., wrong toppings, wrong size, wrong item entirely).
• Missing Items: One or more items from your order were not included in your delivery or pickup order.
• Food Quality Issues: The food received was undercooked, overcooked, spoiled, or otherwise not prepared to a reasonable standard of quality.
• Allergic Reactions Due to Incorrect Preparation: If you specified an allergy or dietary restriction and our team failed to honor that request, resulting in an incorrect item being prepared.
• Order Never Received: Your delivery order was never delivered to the address provided, and there is no confirmation of delivery.
• Duplicate Charges: You were charged more than once for the same order due to a system or processing error.

3. Timeframes for Refund Requests

To be eligible for a refund, you must report the issue within the following timeframes:

Refund requests submitted outside of these timeframes may not be honored. We encourage customers to inspect their orders promptly upon receipt.

4. Non-Refundable Items and Circumstances

Refunds will not be issued in the following circumstances:

• You simply changed your mind after the order was prepared or delivered.
• You ordered the incorrect item and the order was fulfilled exactly as submitted.
• The order was consumed in full or substantially before reporting an issue.
• The issue was caused by incorrect delivery information provided by the customer (wrong address, wrong apartment number, etc.).
• Promotional, discounted, or complimentary items provided at no charge.
• Delivery fees and service charges in cases where food was delivered correctly.
• Orders placed through third-party platforms — these must be handled directly with the respective platform.
• Requests submitted beyond the timeframes outlined in Section 3.

5. How to Request a Refund — Step-by-Step

Follow these steps to submit a refund request:

1. Contact Us Promptly: Reach out to Jet's Pizza as soon as possible within the applicable timeframe. You can contact us by:
   • Email: [email protected]
   • Website: pizza-jets.rest
2. Provide Order Details: When contacting us, please have the following information ready:
   • Your full name
   • Order number or confirmation number
   • Date and time of the order
   • Method of ordering (website, phone, in-person)
   • Description of the issue
3. Submit Supporting Evidence: If applicable, please attach photos or videos showing the issue (e.g., incorrect item, quality problem, missing item). This helps us process your request more quickly and accurately.
4. Wait for Review: Our customer service team will review your request within 1–3 business days. We may follow up with additional questions or clarification requests.
5. Receive a Decision: Once the review is complete, we will notify you of the outcome via email. If approved, refund processing will begin immediately.

6. Refund Processing Times by Payment Method

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

Please note that while we process refunds on our end promptly, your bank or financial institution may take additional time to reflect the credit in your account. Jet's Pizza is not responsible for any delays caused by your financial institution.

7. Partial Refunds

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

• Only one or a few items in an order were incorrect or unsatisfactory, while the rest were delivered correctly.
• An item was partially consumed before the quality issue was identified.
• The issue reported does not fully justify a complete order refund based on our review.
• A customer partially used a service, promotion, or bundle that included items not in dispute.

The amount of a partial refund will be calculated based on the value of the affected items, minus any applicable non-refundable fees. Our team will communicate the partial refund amount to you clearly before processing.

8. Exchange Policy

In many cases, rather than issuing a monetary refund, Jet's Pizza may offer to replace your order or provide a substitute item. Exchanges are subject to the following conditions:

• The incorrect or unsatisfactory item must be reported within the timeframes outlined in Section 3.
• For in-store or pickup orders, you may be asked to return the incorrect item for an exchange.
• For delivery orders, we may request photographic evidence before dispatching a replacement.
• Replacement orders are subject to availability. If an item is no longer available, we will offer a refund or a comparable substitute.
• Exchanges are offered at no additional cost to the customer when the fault lies with Jet's Pizza.

Customers may be offered the choice between a refund and a replacement. However, Jet's Pizza reserves the right to determine the most appropriate resolution based on the circumstances of each case.

9. Order Cancellation Policy

We understand that plans can change. Below is our cancellation policy:

9.1 Cancellations Before Preparation Begins

If you need to cancel your order, please contact us immediately. If the order has not yet been prepared, we will cancel it and issue a full refund. You can reach us at [email protected] or through our website at pizza-jets.rest.

9.2 Cancellations After Preparation Has Begun

Once food preparation has begun, cancellations are generally not accepted, as the ingredients and labor have already been committed to your order. In exceptional circumstances (such as a documented emergency), our management team may review cancellation requests on a case-by-case basis and may offer partial store credit.

9.3 Cancellations of Catering or Large Orders

For catering orders or large group orders (defined as orders over $150 or requiring advance scheduling), the following cancellation terms apply:

• More than 48 hours before the scheduled order: Full refund issued.
• 24 to 48 hours before the scheduled order: 50% refund issued.
• Less than 24 hours before the scheduled order: No refund will be issued, as ingredients and staffing will have already been arranged.

10. Dispute Resolution Process

If you are not satisfied with our resolution to your refund request, you have the following options to escalate your concern:

10.1 Internal Escalation

You may request that your case be reviewed by a senior member of our management team. To do so, reply to your refund decision email and indicate that you wish to escalate your concern. We aim to respond to escalated disputes within 3–5 business days.

10.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute charges with your credit card issuer or bank under applicable federal and state consumer protection laws, including protections afforded by the Fair Credit Billing Act (FCBA) and the Electronic Fund Transfer Act (EFTA). If you believe a charge was made in error or you were not appropriately refunded, you may initiate a chargeback through your financial institution.

We encourage you to contact us before initiating a chargeback, as we are often able to resolve issues more quickly through direct communication.

10.3 Consumer Protection Resources

Consumers in the United States may also seek assistance from the following resources if they believe their consumer rights have been violated:

• Federal Trade Commission (FTC): www.ftc.gov
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your state's Attorney General Consumer Protection Division

10.4 Informal Mediation

Before pursuing formal legal action, both parties agree to attempt to resolve any dispute through informal negotiation or mediation. Either party may propose informal mediation by providing written notice to the other party. If mediation does not resolve the dispute within 30 days, either party may pursue other available legal remedies.

11. Consumer Rights Under Applicable Law

Nothing in this Refund Policy is intended to limit your rights as a consumer under applicable federal or state law. Depending on your state of residence, you may have additional rights beyond those described in this policy. For California residents, additional protections may apply under the California Consumer Protection Act (CCPA/CPRA) and related regulations. For all U.S. consumers, protections under the FTC Act and other federal consumer protection laws remain fully applicable.

Jet's Pizza complies with all applicable federal, state, and local laws governing food service, consumer protection, and electronic commerce.

12. Changes to This Refund 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 pizza-jets.rest with an updated effective date. Continued use of our services after a policy update constitutes your acceptance of the revised terms. We encourage you to review this policy periodically to stay informed of any changes.

13. Contact Information

For all refund requests, cancellations, questions, or concerns regarding this policy, please contact us using the information below. Our customer service team is ready to assist you:

When reaching out, please include your order number, the nature of your concern, and any relevant supporting documentation (such as photos) to help us resolve your request as efficiently as possible.