Refund Policy

Effective Date: June 24, 2026 | Last Updated: June 24, 2026

At Jet's Pizza, customer satisfaction is our highest priority. We understand that issues can arise with food orders, and we are committed to resolving any concerns in a fair, transparent, and timely manner. This Refund Policy has been established in accordance with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act and relevant state consumer protection statutes.

1. Eligibility Conditions for Refunds

To be eligible for a refund, your request must meet one or more of the following conditions:

• Incorrect Order: You received items that do not match what was ordered (wrong pizza, wrong toppings, wrong size, or wrong items 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 unfit for consumption at the time of delivery or pickup.
• Order Never Received: Your delivery order was confirmed but never arrived at the designated delivery address.
• Significant Delivery Delay: Your order was delivered significantly later than the estimated delivery time provided at checkout, rendering the food unsatisfactory.
• Duplicate Charges: You were charged more than once for the same order due to a technical or billing error.
• Unauthorized Transaction: A charge was made to your payment method without your authorization.

All refund requests are subject to review and verification. Jet's Pizza reserves the right to request supporting evidence, such as photographs of the order received, to process a refund claim.

2. Timeframes for Refund Requests

Timely reporting is essential for processing refund requests effectively. The following timeframes apply:

Refund requests submitted outside of the applicable timeframes may not be honored. We strongly encourage customers to inspect their order immediately upon receipt and contact us promptly if any issues are identified.

3. Non-Refundable Items and Situations

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

• Change of Mind: Refunds will not be issued simply because you changed your mind after the order was prepared or delivered.
• Incorrect Address Provided: If an order could not be delivered because an incorrect or incomplete address was provided by the customer, no refund will be issued.
• Consumed Orders: Refunds will not be granted for orders that have been substantially consumed unless a verifiable quality or safety issue is identified.
• Customization Errors by Customer: If you made a mistake in customizing your order (e.g., selected the wrong toppings or size), refunds are not guaranteed, though we will make reasonable efforts to assist you.
• Promotional or Discounted Orders: Orders placed using promotional codes or deep discounts may be subject to modified refund terms as specified at the time of the promotion.
• Third-Party Delivery Platform Orders: Orders placed through third-party platforms (such as DoorDash, Grubhub, or Uber Eats) are subject to the respective platform's refund policies. Please contact those platforms directly for refund assistance.
• Late Delivery Due to External Factors: Delays caused by severe weather, traffic conditions, natural disasters, or other circumstances beyond our control are not grounds for a full refund, though partial compensation may be offered at our discretion.

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

To request a refund, please follow these steps:

1. Step 1 – Gather Your Information: Locate your order confirmation number, the date and time of your order, and the email address used to place the order. If applicable, take clear photographs of the incorrect, missing, or unsatisfactory items.
2. Step 2 – Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: jetspizzamenu.rest
3. Step 3 – Describe Your Issue: In your message, clearly describe the problem with your order. Include your full name, order number, order date, delivery address, and a detailed description of the issue. Attach any supporting photographs if available.
4. Step 4 – Await Review: Our customer service team will review your request and may follow up with additional questions or requests for evidence. Please respond promptly to any follow-up communication to avoid delays.
5. Step 5 – Resolution: Once your request has been reviewed and approved, we will notify you of the resolution, which may include a full refund, partial refund, store credit, or replacement order, depending on the nature of the issue.

5. Refund Processing Times by Payment Method

Once your refund has been approved, processing times vary depending on your original payment method:

Please note that while we process refunds promptly on our end, the actual time for funds to appear in your account depends on your bank or financial institution and may vary. If you have not received your refund within the indicated timeframe, please contact your bank before reaching out to us.

6. Partial Refunds

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

• Only a portion of your order was incorrect, missing, or unsatisfactory, and the remainder was delivered properly.
• A quality issue affected only one or a few items in an otherwise complete and correctly prepared order.
• A delivery delay occurred but the food arrived and was still in acceptable condition.
• The customer partially consumed the order before identifying a quality issue.
• A promotional discount was applied to the order, and the refund is calculated based on the amount actually paid.

The amount of a partial refund will be determined by our customer service team based on the specific circumstances of the complaint. We aim to ensure that all partial refund decisions are fair and proportionate to the issue reported.

7. Exchange Policy

In lieu of a monetary refund, Jet's Pizza may offer a replacement order as a preferred resolution in many cases. An exchange or replacement order may be offered under the following conditions:

• The original order was incorrect and the error was on our part.
• The food received was unsatisfactory in quality and the issue was reported within the applicable timeframe.
• Missing items from your order were identified promptly after delivery or pickup.

Replacement orders are subject to availability and will be prepared and delivered or made available for pickup within a reasonable timeframe. Customers who accept a replacement order may not also receive a monetary refund for the same item or issue, unless the replacement order also fails to meet the required standard.

We encourage customers to consider a replacement order where feasible, as this is often the fastest way to resolve an issue and ensure you receive the meal you ordered.

8. Cancellation Policy

Order cancellations are handled as follows:

8.1 Cancellation Before Order Preparation Begins

If you wish to cancel an order, please contact us immediately. If your cancellation request is received before the kitchen has begun preparing your order, we will cancel the order and issue a full refund to your original payment method within the applicable processing time.

8.2 Cancellation After Preparation Has Begun

Once our kitchen team has begun preparing your order, cancellation may not be possible. In such cases, a refund may not be issued, or only a partial refund may be available at our discretion. This is because food preparation involves time, labor, and ingredient costs that cannot be recovered once the process has started.

8.3 Cancellation of Scheduled Orders

If you have placed an order scheduled for a future time, you may cancel free of charge up to 30 minutes before the scheduled preparation time. Cancellations made within 30 minutes of the scheduled preparation time may be subject to partial charges.

8.4 How to Cancel

To cancel an order, please contact us immediately via email at [email protected] or through our website at jetspizzamenu.rest. Include your order number and the reason for cancellation in your message.

9. Dispute Resolution Process

We are committed to resolving all refund-related disputes in a fair and efficient manner. If you are unsatisfied with the outcome of a refund request, the following dispute resolution process applies:

9.1 Internal Escalation

If your initial refund request is denied or you disagree with the resolution offered, you may escalate your complaint by sending a written request for escalation to [email protected]. Please include your original case or order number, the reason for your dissatisfaction, and any additional evidence you wish to submit. Escalated complaints will be reviewed by a senior member of our customer service team within 5 to 7 business days.

9.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute a charge with your credit card issuer or bank if you believe a transaction was unauthorized or if a merchant has failed to deliver goods or services as promised. This right is protected under the Fair Credit Billing Act (FCBA) for credit card transactions. We encourage customers to attempt to resolve disputes with us directly before initiating a chargeback, as this allows for faster resolution.

9.3 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
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your State Attorney General's Office: Contact information varies by state and is available through your state government's official website.

9.4 Governing Law

This Refund Policy and any disputes arising from it shall be governed by and construed in accordance with the laws of the United States and the applicable laws of the state in which you reside or in which the transaction occurred. Any legal proceedings shall be conducted in the appropriate jurisdiction as required by law.

10. Policy Updates

Jet's Pizza reserves the right to update or modify this Refund Policy at any time. Changes will be effective upon posting to our website at jetspizzamenu.rest. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage customers to review this policy periodically to stay informed of any changes. Continued use of our services following any updates constitutes your acceptance of the revised policy.

11. Contact Information for Refund Requests

For all refund requests, cancellations, exchanges, or questions related to this policy, please contact us using the information below:

Our customer service team is dedicated to responding to all inquiries in a timely manner. We aim to acknowledge all refund-related communications within 1 to 2 business days of receipt.