Refund Policy

At Mod Pizza, customer satisfaction is our top priority. We understand that sometimes an order may not meet your expectations, and we are committed to making things right. This Refund Policy outlines the conditions under which refunds, exchanges, and cancellations are accepted, as well as the procedures for requesting them. Please read this policy carefully before placing an order.

By placing an order through our website at modpizza.top or through any of our supported ordering channels, you acknowledge that you have read, understood, and agreed to the terms of this Refund Policy. This policy is governed by applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act and relevant state-level regulations.

1. Eligibility Conditions for Refunds

We want every customer to enjoy their Mod Pizza experience. Refunds may be issued under the following circumstances:

• Incorrect Order: You received an item that was different from what you ordered (wrong toppings, wrong size, wrong crust, etc.).
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food was undercooked, overcooked, spoiled, or otherwise not fit for consumption upon receipt.
• Allergen Concerns: You received a product containing an allergen that you specifically requested to be excluded, and this caused harm or made the product unusable for you.
• Damaged Order: The food arrived in a condition that was clearly the result of improper packaging or handling on our part.
• Technical Billing Error: You were charged incorrectly due to a system or processing error on our end.
• Order Not Delivered: You paid for a delivery order that was never received and was not returned or refunded automatically.

To be eligible for a refund, the issue must be reported within the required timeframe outlined in Section 2 of this policy. Refund requests submitted without a valid reason or after the applicable deadline may not be honored.

2. Timeframes for Refund Requests

Timely reporting is essential for us to investigate and resolve your concern effectively. The following timeframes apply:

Requests submitted outside these timeframes will be reviewed on a case-by-case basis, and Mod Pizza reserves the right to decline refunds for late submissions where verification is no longer possible.

3. Non-Refundable Items and Services

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

• Orders that have been fully consumed before a complaint is submitted.
• Customized orders where all requested specifications were correctly fulfilled.
• Dissatisfaction based purely on personal taste preferences when the order was prepared correctly.
• Promotional or discounted items purchased under specific sale terms that exclude refunds.
• Gift cards or store credit balances — these are non-refundable and non-transferable.
• Delivery fees charged by third-party platforms (these must be disputed directly with the respective platform).
• Orders affected by customer-provided incorrect delivery address or pickup instructions.
• Delays caused by circumstances beyond our control (severe weather, traffic, or third-party courier issues).

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

Requesting a refund is straightforward. Please follow the steps below to initiate your request:

1. Gather Your Information: Before contacting us, please have the following ready:
   • Your order number or confirmation email
   • The date and time of your order
   • A description of the issue
   • Photos of the problem (if applicable — especially for food quality or incorrect items)
   • Your preferred refund method
2. Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: modpizza.top
3. Submit Your Request: Provide all relevant details about your order and the issue you experienced. Attach any supporting documentation or photos where possible.
4. Receive Confirmation: Our team will acknowledge receipt of your refund request within 1–2 business days and may follow up for additional information if needed.
5. Review and Decision: Our customer service team will review your request and notify you of the outcome within 3–5 business days.
6. Refund Issued: If approved, your refund will be processed according to the timelines outlined in Section 5 below.

5. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your funds depends on your original payment method. Please refer to the table below:

Please note that while we process refunds promptly on our end, your bank or financial institution may take additional time to post the funds to your account. Mod Pizza is not responsible for delays caused by third-party financial institutions.

6. Partial Refunds

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

• Only a portion of your order was incorrect or unsatisfactory, while the remainder was acceptable.
• You consumed part of the order before noticing the issue.
• A single item in a multi-item order was affected, and the other items were delivered correctly.
• A discount, coupon, or promotional code was applied to the original order — refunds in such cases will reflect the actual amount paid.
• The issue is deemed to be partially the result of customer error (e.g., partial incorrect customization instructions).

The amount of any partial refund will be determined at the discretion of our customer service team based on the specifics of the situation. We will always communicate the refund amount to you before processing.

7. Exchange Policy

Due to the perishable nature of food products, Mod Pizza's exchange policy is limited. However, we do offer the following options in lieu of a refund in certain situations:

• Remake of Order: If you received an incorrect or unsatisfactory item and are at or near our location, we may offer to remake your order at no charge. This option must be requested within 30 minutes of receipt of the original order.
• Store Credit: In cases where a physical remake is not feasible (e.g., delivery orders), we may offer store credit equivalent to the value of the affected item(s), which can be applied to a future order.
• Replacement on Next Order: In some cases, we may offer to add a complimentary replacement item to your next order as a gesture of goodwill.

Exchanges are subject to availability and are handled at the discretion of our customer service team. We encourage customers to reach out to us as promptly as possible to take advantage of these options.

8. Cancellation Policy

We begin preparing your order shortly after it is placed to ensure the fastest possible service. As a result, our cancellation window is limited:

Online and App Orders

• Orders may be cancelled within 5 minutes of placement for a full refund, provided preparation has not yet begun.
• Once food preparation has started, cancellations may not be accepted, and a refund may not be issued.
• To cancel an order, contact us immediately at [email protected] or call the store directly where your order was placed.

In-Store Orders

• In-store orders are prepared immediately upon request and cannot be cancelled once preparation begins.
• If an error is made before the order is handed to you, our staff will correct it at no additional charge.

Catering and Large Group Orders

• Catering or large group orders must be cancelled at least 48 hours before the scheduled pickup or delivery time for a full refund.
• Cancellations made within 24–48 hours of the scheduled time may be subject to a 25% cancellation fee.
• Cancellations made less than 24 hours before the scheduled time may not be eligible for a refund, as ingredients and labor may have already been committed.

9. Dispute Resolution Process

If you are unsatisfied with the outcome of your refund request or believe your concern has not been adequately addressed, you have the following options for dispute resolution:

Step 1: Internal Escalation

Contact our customer service team and request that your case be escalated to a senior team member or manager. Please reference your original case or ticket number when doing so. You may reach us at [email protected].

Step 2: Written Formal Complaint

Submit a formal written complaint via email to [email protected] with the subject line "Formal Refund Dispute." Include all relevant details, your order information, and a summary of previous communications. Our team will respond within 5 business days.

Step 3: Chargeback Through Your Bank

If internal resolution is not possible, you have the right to contact your credit card company or bank to initiate a chargeback dispute. Under the Fair Credit Billing Act (FCBA), consumers in the United States have the right to dispute billing errors with their financial institutions. We encourage customers to attempt resolution with us directly before pursuing this route.

Step 4: Third-Party Mediation or Consumer Protection Agencies

You may file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov, your state's Attorney General office, or the Better Business Bureau (BBB). We cooperate fully with all regulatory and consumer protection inquiries.

10. Orders Placed Through Third-Party Platforms

If your order was placed through a third-party delivery or ordering platform such as DoorDash, Uber Eats, Grubhub, or similar services, please note the following:

• Refund requests related to delivery, order accuracy, or platform-specific issues should be directed to the respective platform's customer support team.
• Mod Pizza does not have direct control over third-party delivery operations and cannot issue refunds for orders placed through these platforms.
• For food quality issues where the error originated from our kitchen (not the delivery process), please contact us directly, and we will work with the platform to resolve your concern.

11. Contact Information for Refund Requests

For all refund-related inquiries, please contact our customer service team using the details below. We are happy to assist you and will make every effort to resolve your concern promptly and professionally.

12. Changes to This Refund Policy

Mod Pizza reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on this page with an updated effective date. We encourage customers to review this policy periodically to stay informed of any updates. Continued use of our services following any changes constitutes your acceptance of the revised policy.

This policy was last updated on April 3, 2026.