Refund Policy

Last Updated: May 27, 2026

1. Introduction

At Jet's Pizza, customer satisfaction is our top priority. We understand that sometimes issues arise with food orders, and we are committed to resolving them fairly and promptly. This Refund Policy outlines the circumstances under which refunds, replacements, or credits may be issued for orders placed through our website at eat-jetspizza.click.

Because we deal in perishable food products, our refund policy is necessarily different from those of retailers selling non-perishable goods. We have crafted this policy to be as fair and transparent as possible while accounting for the unique nature of food service operations. All refund requests are handled in accordance with applicable United States federal and state consumer protection laws, including guidelines established by the Federal Trade Commission (FTC).

2. Eligibility Conditions for Refunds

A refund or replacement may be issued under the following conditions:

• Incorrect Order: You received items that are different from what you ordered (e.g., wrong toppings, wrong size, wrong crust type).
• 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 inedible, undercooked, overcooked, or otherwise failed to meet reasonable quality standards.
• Foreign Objects: You discovered a foreign object or contaminant in your food. In such cases, please retain the item as evidence and contact us immediately.
• Delivery Failure: Your order was marked as delivered but was never received, and you can reasonably demonstrate non-receipt.
• Significant Delay: Your order arrived so significantly late (more than 60 minutes beyond the quoted delivery time) that the food was no longer in an acceptable condition upon arrival.
• Duplicate Charge: Your payment method was charged more than once for a single order due to a technical error on our platform.
• Unauthorized Transaction: A charge appeared on your account that you did not authorize.

To be eligible for a refund, the issue must be reported within the applicable timeframe described in Section 3 below. Refund requests that fall outside of these timeframes may not be honored except at our sole discretion.

3. Timeframes for Refund Requests

Given the perishable nature of food products, prompt reporting is essential. The following timeframes apply:

We strongly encourage customers to inspect their orders upon receipt and report any issues as soon as possible. Delays in reporting may make it more difficult for us to investigate and resolve your complaint effectively.

4. Non-Refundable Items and Services

The following are generally not eligible for refunds:

• Change of Mind: If you simply change your mind about an order after it has been prepared or dispatched, a refund will not be issued.
• Customization Errors by Customer: If the incorrect item was ordered due to a mistake made by the customer during the ordering process (e.g., selecting the wrong toppings), and the order was prepared correctly as submitted, no refund will be issued. We encourage customers to review their orders carefully before completing checkout.
• Consumed Orders: If the majority of an order has been consumed and a quality complaint is subsequently raised, refunds will generally not be granted. Consumption of the food indicates the product was substantially acceptable.
• Promotional or Discounted Items: Items purchased using special promotional codes or discount offers may be subject to different or limited refund eligibility, as specified in the terms of the promotion.
• Delivery Fees: Delivery fees are non-refundable unless the refund is due to a failed delivery or a significant error on our part.
• Tips and Gratuity: Any tips or gratuity added to the order are non-refundable as they are paid directly to delivery personnel.
• Gift Cards and Store Credits: Once purchased or issued, gift cards and store credits are non-refundable for cash but may be used toward future orders.
• Special Event or Catering Orders: Large catering or special event orders are subject to separate cancellation and refund terms established at the time of booking.

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

To submit a refund request, please follow these steps:

1. Gather Your Information: Before contacting us, please have the following ready:
   • Your order confirmation number
   • The email address used to place the order
   • The date and time the order was placed
   • A clear description of the issue
   • Photographs of the food or packaging (if applicable — strongly recommended for quality complaints, missing items, or foreign object claims)
2. Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: eat-jetspizza.click
3. Describe the Issue: In your message, clearly explain the nature of your complaint. Include all relevant details such as what items were affected, what was wrong, and the impact on your experience. The more detail you provide, the faster we can process your request.
4. Submit Supporting Documentation: Attach any photographs or other evidence that supports your claim. For claims involving foreign objects, please retain the physical item and do not discard it until our team has had an opportunity to review the matter.
5. Await Confirmation: Our customer service team will send you an acknowledgment of your request within 1 business day. We will review your submission and may follow up with additional questions if needed.
6. Resolution: Once your request has been reviewed, we will notify you of our decision via email. If a refund is approved, it will be processed according to the timelines outlined in Section 6.

6. Refund Processing Times by Payment Method

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

Please be aware that while we process refunds promptly on our end, the actual time for funds to appear in your account is determined by your bank or financial institution. We are not responsible for delays caused by third-party financial institutions. If you have not received your refund within the timeframes listed above, we recommend contacting your bank first. If the issue persists, please reach out to us at [email protected].

In some cases, rather than a monetary refund, we may offer a store credit or account credit of equivalent value, which can be applied to future orders. This is typically processed much faster than a payment reversal.

7. Partial Refunds

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

• Only a portion of the order was incorrect, missing, or unsatisfactory.
• A quality issue affected only specific items within a larger order.
• Part of an order was consumed before the issue was identified, suggesting partial satisfaction with the order.
• The customer's complaint is deemed to be only partially substantiated based on the evidence provided.
• An order was partially prepared before a cancellation was requested, and costs were already incurred.

Partial refund amounts will be calculated based on the individual item prices listed in your order confirmation, proportional to the nature and extent of the issue reported. We will clearly communicate the partial refund amount and the reasoning behind it when notifying you of our decision.

8. Cancellation Policy

Due to the nature of fresh food preparation, our cancellation window is very limited:

8.1 Standard Orders

Orders may be cancelled and fully refunded only if the cancellation request is submitted within 5 minutes of the order being placed, provided the order has not yet entered the preparation stage. Once our kitchen begins preparing your food, cancellation is no longer possible.

8.2 How to Cancel

To cancel an order within the eligible window, contact us immediately via email at [email protected] with your order number and a cancellation request. Due to the narrow timeframe, we strongly recommend calling us if a phone number is available on our website, as email responses may not be immediate enough.

8.3 Catering and Large Orders

For large orders, catering orders, or orders placed for a scheduled future date, cancellations must be made at least 24 hours before the scheduled delivery or pickup time to receive a full refund. Cancellations made within 24 hours of the scheduled time may result in a partial refund or no refund, depending on the preparation costs already incurred.

8.4 Platform-Initiated Cancellations

In the event that we must cancel your order due to circumstances beyond our control (such as ingredient unavailability, staffing issues, or technical problems), you will be notified as soon as possible and will receive a full refund using your original payment method.

9. Exchange Policy

Given the perishable nature of our products, traditional exchanges are not practical. However, in appropriate circumstances, we may offer a replacement order as an alternative to a monetary refund. A replacement may be offered when:

• The wrong item was delivered, and you would prefer the correct item instead of a refund.
• A significant quality issue makes the original order unusable and you would like a fresh replacement.
• A missing item can reasonably be dispatched or made available for pickup.

Replacements are subject to availability and operational capacity at the time of the request. We cannot guarantee that a replacement will be available in all circumstances. If a replacement is not feasible, a refund or store credit will be offered instead. To request a replacement, please follow the same process described in Section 5 and indicate that you prefer a replacement over a refund.

10. Dispute Resolution Process

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

10.1 Internal Escalation

If you believe your refund request was incorrectly denied or that the resolution offered was inadequate, you may request an escalated review by contacting our management team at [email protected] with the subject line "Escalated Refund Review." Please include all previous correspondence and any additional information you believe is relevant. We will review the matter and respond within 5 business days.

10.2 Chargeback Rights

You retain the right to dispute a charge with your credit card issuer or bank if you believe a charge was unauthorized or if we fail to resolve a legitimate complaint. This is a right provided to you by your card issuer or bank and by applicable law. However, we encourage you to contact us first, as we are committed to resolving issues directly and promptly whenever possible.

10.3 FTC and Consumer Protection

Consumers in the United States have rights under the Federal Trade Commission Act and various state consumer protection statutes. If you believe we have engaged in unfair or deceptive practices, you may file a complaint with the FTC at reportfraud.ftc.gov or contact your state's Attorney General's office.

10.4 Informal Mediation

For disputes that cannot be resolved through our internal escalation process, both parties agree to attempt to resolve the matter through good-faith informal negotiation before pursuing any formal legal or arbitration proceedings. Either party may initiate this process by sending a written notice of dispute to the contact information provided in Section 11.

11. Contact Information for Refund Requests

For all refund-related inquiries, please use the contact details below:

When contacting us, please always include your order confirmation number, the email address associated with your order, and a description of your issue to ensure the fastest possible response.

12. Policy Updates

We reserve the right to update or modify this Refund Policy at any time to reflect changes in our operations, legal requirements, or business practices. Any changes will be effective immediately upon posting to our website at eat-jetspizza.click. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage customers to review this policy periodically. Continued use of our services after any modification constitutes your acceptance of the updated policy.