Refund Policy

At Jet's Pizza, customer satisfaction is our highest priority. We understand that sometimes orders may not meet your expectations, and we are committed to addressing your concerns fairly and promptly. Please read this Refund Policy carefully to understand your rights and our obligations regarding refunds, cancellations, and exchanges for food orders placed through our website at jetspizza-eat.rest.

This policy applies to all purchases made online through our website and is governed by applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act and any relevant state-level consumer protection statutes.

1. Eligibility Conditions for Refunds

We want every customer to enjoy their Jet's Pizza experience. Refunds may be granted under the following circumstances:

• Incorrect Order: You received items that differ from what you ordered (e.g., wrong toppings, wrong size, wrong crust type).
• Missing Items: Part of your order was not included in the delivery or pickup bag.
• Food Quality Issues: The food was undercooked, overcooked, spoiled, or otherwise unfit for consumption upon receipt.
• Damaged Order: The food arrived in a condition that makes it unreasonable to consume (e.g., severely crushed, spilled, or contaminated packaging).
• Significant Delivery Delay: Your order arrived substantially later than the estimated delivery time, resulting in food that is cold or no longer suitable for consumption, and you did not accept the delivery.
• Duplicate Charges: You were charged more than once for the same order due to a technical or processing error.
• Unauthorized Transaction: A charge was made to your account that you did not authorize.

To be eligible for a refund, you must contact us within the timeframe specified in Section 2 below. We reserve the right to request supporting evidence (such as photos of the incorrect or damaged food) before approving a refund.

1.1 Conditions That May Affect Eligibility

Refund eligibility may be reduced or denied if:

• The food has been substantially consumed before the complaint is made.
• The issue is based solely on personal taste preferences that were not communicated at the time of ordering.
• You provided an incorrect delivery address, resulting in delivery failure.
• You were unavailable at the time of delivery and did not reschedule or make alternative arrangements.

2. Timeframes for Refund Requests

To ensure we can properly investigate and resolve your concern, refund requests must be submitted within the following timeframes:

Requests submitted outside of these timeframes may be reviewed on a case-by-case basis at our sole discretion. We strongly encourage you to contact us as soon as an issue arises to allow us to resolve it quickly.

3. Non-Refundable Items and Services

The following items and circumstances are generally not eligible for refunds:

• Personal Taste Preferences: Refunds will not be issued because you disliked the taste of a correctly prepared item.
• Customized Orders: Orders prepared according to specific customer instructions (e.g., special dietary modifications, custom toppings) that were executed correctly are not refundable based on dissatisfaction.
• Delivery Fees: Delivery charges are non-refundable unless the order is cancelled before any preparation has begun or the delivery was never attempted.
• Promotional or Discounted Items: Items purchased using special promotions, discount codes, or limited-time offers may have restricted or no refund eligibility unless there is a legitimate quality issue.
• Gift Cards and Store Credits: Gift cards and promotional credits issued by Jet's Pizza are non-refundable and cannot be exchanged for cash.
• Consumed Orders: Orders that have been fully consumed are not eligible for a refund unless a verifiable food safety concern is reported.
• Service Fees: Any applicable platform or service fees are non-refundable once the order has been confirmed and preparation has begun.

4. How to Request a Refund — Step-by-Step Guide

To request a refund, please follow these steps carefully:

1. Step 1 — Document the Issue: Take clear photographs of the incorrect, damaged, or poor-quality food item(s) as soon as you notice the problem. This documentation will support your refund request.
2. Step 2 — Gather Your Order Information: Locate your order confirmation email or receipt. Have the following ready: your order number, the date and time of the order, the items you ordered, and the nature of the issue.
3. Step 3 — Contact Us: Reach out to our customer support team using one of the contact methods listed below. Email is preferred for refund requests as it creates a written record. Send your request to [email protected] or visit our website at jetspizza-eat.rest.
4. Step 4 — Submit Your Evidence: In your email or message, include your order number, a description of the issue, and attach any photos you have taken. The more detail you provide, the faster we can process your request.
5. Step 5 — Await Confirmation: Our customer service team will review your request and respond within 1–2 business days. We may follow up with additional questions to better understand your concern.
6. Step 6 — Refund Decision: Once we have reviewed all the information, we will notify you of our decision via email. If approved, your refund will be processed according to the timelines described in Section 5.

5. Refund Processing Times by Payment Method

Once a refund has been approved, the processing time will depend on your original payment method:

Please be aware that while we process refunds promptly on our end, the actual timing of when the funds appear in your account depends on your bank or financial institution and is beyond our control. If you have not received your refund within the stated timeframe after receiving our approval notification, please contact your bank first. If the issue persists, contact us at [email protected].

6. Partial Refunds

In some cases, a partial refund may be issued rather than a full refund. Partial refunds may apply under the following conditions:

• Only a portion of your order was incorrect, damaged, or missing (e.g., one pizza out of three was wrong).
• The food quality issue affected only some items in the order.
• Part of a meal deal or combo was consumed or was acceptable, but another part was not.
• A delivery delay affected only a portion of a larger order.
• A discount or promotional code was applied, and the refund amount will reflect the actual amount paid for the affected item.

The partial refund amount will be calculated based on the proportional value of the affected item(s) relative to your total order, minus any applicable fees. We will clearly communicate the refund amount to you before processing.

7. Exchange Policy

Due to the perishable nature of food products, traditional item exchanges are generally not available. However, we do offer the following alternatives:

• Replacement Order: If your order is incorrect or substantially unsatisfactory, we may offer to prepare and deliver a replacement order at no additional charge, subject to availability and your location.
• Store Credit: In lieu of a monetary refund or replacement, we may offer store credit equivalent to the value of the affected item(s), which you can use on a future order at jetspizza-eat.rest.
• Order Correction (In-Store/Pickup): For pickup orders where an error is identified immediately upon receipt, we will correct the order on the spot where feasible.

The type of resolution offered will depend on the nature of the issue, timing, and operational feasibility. We are committed to making things right and will work with you to find the most appropriate solution.

8. Cancellation Policy

We begin preparing orders promptly after they are placed to ensure you receive fresh, hot food. Therefore, our cancellation window is very limited:

8.1 Online Orders

• Cancellation within 5 minutes: If you cancel your online order within 5 minutes of placing it, and preparation has not yet begun, you will receive a full refund to your original payment method.
• Cancellation after 5 minutes: If more than 5 minutes have passed since your order was placed, cancellations may not be possible as preparation is likely underway. In such cases, a store credit may be offered at our discretion.
• Cancellation after preparation is complete: Orders that have been fully prepared and are awaiting pickup or delivery cannot be cancelled, and no refund will be issued.

8.2 How to Cancel an Order

To cancel an order, contact us immediately by:

• Calling us directly at the phone number listed on your order confirmation.
• Emailing [email protected] with your order number and cancellation request.
• Using the cancellation option on our website at jetspizza-eat.rest if available in your order management portal.

Please note that cancellations are not guaranteed. We will do our best to accommodate your request if preparation has not yet started.

9. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we encourage you to use the following dispute resolution process:

9.1 Internal Review

If your initial refund request is denied or you disagree with the decision, you may request an internal review by emailing [email protected] with the subject line "Refund Dispute — [Your Order Number]." Please include a detailed explanation of why you believe the decision was incorrect and any additional supporting evidence. Our senior customer service team will review your case and provide a final decision within 5 business days.

9.2 Credit Card Chargebacks

If you paid by credit or debit card and believe you have been unfairly charged, you have the right to dispute the charge with your card issuer. Under the Fair Credit Billing Act (FCBA), credit card holders may dispute billing errors within 60 days of the statement date on which the charge appeared. We encourage you to contact us first, as we are often able to resolve issues faster than a formal chargeback process.

9.3 Consumer Protection Agencies

If your dispute remains unresolved after exhausting our internal process, you may file a complaint with:

• Federal Trade Commission (FTC): www.ftc.gov or 1-877-382-4357
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your state's Attorney General consumer protection office.

9.4 Governing Law

This Refund Policy is governed by the laws of the United States and the state in which the applicable Jet's Pizza location operates. Any disputes arising under this policy shall be subject to the jurisdiction of the appropriate federal or state courts in the United States.

10. Changes to This Refund Policy

We reserve the right to update or modify this Refund Policy at any time. Changes will be posted on our website at jetspizza-eat.rest with an updated effective date. Your continued use of our services after any changes constitutes your acceptance of the revised policy. We encourage you to review this policy periodically to stay informed of any updates.

11. Contact Information for Refund Requests

For all refund requests, cancellations, or questions related to this policy, please contact our customer support team using the information below. We are here to help and will do our best to respond promptly.

When contacting us regarding a refund, please include the following information to help us assist you as efficiently as possible:

• Your full name
• Your order number
• The date and time the order was placed
• A description of the issue
• Supporting photos (if applicable)
• Your preferred refund method