Refund Policy

Effective Date: March 29, 2026  |  Last Updated: March 29, 2026

1. Overview

This Refund Policy applies to all orders placed through our website jetspizza.world, our mobile application, by phone, or in person at any participating Jet's Pizza location. By placing an order with us, you acknowledge and agree to the terms set forth in this policy.

Because Jet's Pizza serves perishable food products, our refund process differs from standard retail policies. We evaluate each situation individually and fairly, taking into account the nature of food service, applicable consumer protection laws, and our commitment to delivering a great experience with every order.

This policy complies with applicable United States consumer protection regulations, including the Federal Trade Commission (FTC) Act, and, where applicable, state-level consumer protection statutes.

2. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund under the following circumstances:

• Incorrect Order: You received items that do not match what you ordered (e.g., wrong toppings, wrong crust type, wrong size).
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Quality Issues: Your food arrived in a condition that falls significantly below our quality standards (e.g., undercooked, burnt, or otherwise inedible).
• Late Delivery: Your delivery arrived significantly beyond the estimated delivery window and the food was no longer suitable for consumption.
• Order Not Received: Your delivery order was confirmed but never arrived at your address.
• Duplicate Charges: You were charged more than once for the same order due to a payment processing error.
• Allergic Reactions Due to Incorrect Ingredients: If you clearly specified an allergy or dietary restriction and received food containing that allergen, you may be eligible for a full refund. In serious medical situations, please seek immediate medical attention first.

To be eligible for a refund, your request must meet the timeframe requirements outlined in Section 3 below. Jet's Pizza reserves the right to request photographic evidence or other documentation to process your claim.

3. Timeframes for Refund Requests

Due to the perishable nature of food products, refund requests must be submitted promptly. Please review the applicable timeframes below:

Requests submitted outside of these timeframes may not be eligible for a refund at Jet's Pizza's sole discretion. We encourage you to contact us as soon as an issue arises to ensure your request can be processed efficiently.

4. Non-Refundable Items and Situations

Certain items, services, and situations are not eligible for refunds. These include, but are not limited to:

• Change of Mind: Orders that have already been prepared cannot be refunded simply because you changed your mind or no longer want the food.
• Customization Errors by the Customer: If you made an error when customizing your order (e.g., selected the wrong toppings yourself), this is not eligible for a refund, though we may offer goodwill accommodations at our discretion.
• Partially Consumed Orders: Orders that have been substantially consumed are not eligible for a full refund. Partial refunds may be considered on a case-by-case basis.
• Gift Cards and Promotional Credits: Purchases of gift cards and promotional credits are non-refundable and cannot be exchanged for cash.
• Delivery Fees: Delivery fees are generally non-refundable unless the order was never delivered.
• Tips: Tips paid to delivery drivers are non-refundable.
• Third-Party Platform Orders: Orders placed through third-party delivery platforms (e.g., DoorDash, Uber Eats, Grubhub) are subject to those platforms' refund policies. Please contact the respective platform directly for refund assistance.
• Expired Promotional Codes: We cannot honor refunds or credits for expired promotional codes or offers.

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

Follow these steps to submit your refund request quickly and effectively:

1. Step 1 — Document the Issue:

   Before contacting us, take clear photographs of the issue (e.g., incorrect items, quality problems, missing items shown by your receipt). This documentation helps us process your claim faster.

2. Step 2 — Gather Your Order Information:

   Have the following information ready: your order number, the date and time of your order, the name used to place the order, the delivery or pickup address, and your payment method.

3. Step 3 — Contact Us:

   Reach out to our customer support team using one of the following methods:

   • Email: [email protected]
   • Website: jetspizza.world

   When contacting us by email, use the subject line: "Refund Request – Order #[Your Order Number]" to ensure your request is routed to the correct department.

4. Step 4 — Provide Your Details:

   In your message, include: your full name, contact information, order number, date of order, a description of the issue, and attach any photographs or documentation you have collected.

5. Step 5 — Await Confirmation:

   Our customer support team will acknowledge receipt of your request within 1 business day. We may follow up with additional questions before issuing a decision.

6. Step 6 — Refund Decision:

   We will communicate our refund decision within 3 business days of receiving your complete request. If approved, your refund will be processed as described in Section 6 below.

6. Refund Processing Times by Payment Method

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

7. Partial Refunds

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

• Only some items in your order were incorrect or missing.
• The food quality issue affected only part of your order.
• The order was partially consumed before the issue was identified.
• A discount or promotional offer was applied to only certain items in the order.
• The delivery delay only marginally exceeded the estimated timeframe.

The amount of a partial refund will be determined based on the value of the affected items, applicable taxes on those items, and the specific circumstances of the issue. We will communicate the exact partial refund amount to you before processing.

In some cases, where a partial refund is not the ideal solution, we may offer a store credit or replacement item as an alternative, at your option.

8. Exchange Policy

Due to food safety regulations and the perishable nature of our products, we generally do not accept returns of food items. However, we are committed to making things right when your order is incorrect.

If you received an incorrect item, we may offer to send a replacement order at no additional cost, subject to the following conditions:

• The issue is reported within the timeframe specified in Section 3.
• The original incorrect item is not required to be returned (for health and safety reasons).
• Replacement orders are subject to availability and restaurant operating hours.
• Replacement orders will be prepared and dispatched as a priority order when possible.

You may choose between a replacement item or a refund — we will not require you to accept a replacement if you prefer a monetary refund for an eligible claim.

9. Cancellation Policy

Because Jet's Pizza begins preparing orders shortly after they are placed, our cancellation window is very limited.

9.1 Online and Phone Orders

• Before Preparation Begins: If you contact us within 5 minutes of placing your order and it has not yet entered preparation, we will cancel your order and issue a full refund.
• After Preparation Has Begun: Once your order is in preparation, we are unable to cancel it. You may still contact us about a refund after receiving the order if there is a qualifying issue.
• Scheduled Future Orders: Orders scheduled for a future date or time may be cancelled up to 1 hour before the scheduled time for a full refund.

9.2 In-Store Orders

In-store orders cannot be cancelled once payment has been made and the order has been submitted to our kitchen. Please review your order carefully before confirming at the register or kiosk.

9.3 How to Cancel

To request a cancellation within the eligible window, please contact us immediately at [email protected] or visit jetspizza.world. Please have your order number ready.

10. Dispute Resolution Process

We are committed to resolving all refund-related concerns fairly and efficiently. If you are not satisfied with the outcome of your refund request, we encourage you to follow the steps below:

10.1 Internal Escalation

If your initial refund request was denied or you believe the resolution offered was inadequate, you may request an escalation to our Customer Experience Management team. To escalate your case, email [email protected] with the subject line: "Refund Dispute Escalation – Order #[Your Order Number]". Please include all previous correspondence and any additional evidence you wish to submit. Our management team will review your case within 5 business days and provide a final internal decision.

10.2 Chargeback Rights

You retain the right to dispute a charge with your credit card issuer or bank (commonly known as a "chargeback") in accordance with your card agreement and applicable law. However, we ask that you contact us first to allow us the opportunity to resolve the issue directly, which is typically faster than the chargeback process.

10.3 Consumer Protection Agencies

If you believe your consumer rights have been violated, you may file a complaint with the following agencies:

• Federal Trade Commission (FTC): www.ftc.gov or 1-877-382-4357
• Your State's Attorney General Office: Contact information varies by state. Visit your state government's official website for details.
• Better Business Bureau (BBB): www.bbb.org

10.4 Governing Law

This Refund Policy is governed by the laws of the United States and applicable state law. Any disputes arising under this policy shall be resolved in accordance with applicable federal and state consumer protection laws, including but not limited to the FTC Act.

11. Special Circumstances

We understand that life is unpredictable. In cases of documented emergencies, natural disasters, or extraordinary circumstances, Jet's Pizza will evaluate refund eligibility on a case-by-case basis with additional flexibility and compassion. If you are experiencing a special circumstance, please reach out to our team directly and we will do our best to assist you.

12. Changes to This Policy

Jet's Pizza reserves the right to modify this Refund Policy at any time. Any changes will be posted to our website at jetspizza.world with an updated effective date. Your continued use of our services following any changes constitutes your acceptance of the revised policy. We encourage you to review this policy periodically.

13. Contact Information for Refund Requests

For all refund requests, questions, or concerns related to this policy, please reach out to our customer support team using the details below:

When contacting us, please have your order number, the email or phone number used to place the order, and a description of the issue ready to help us serve you as efficiently as possible.