Refund Policy

At Jet's Pizza, we are committed to delivering a satisfying dining experience with every order. We understand that issues can occasionally arise, and we want to ensure that our customers are treated fairly and transparently. This Refund Policy outlines the terms and conditions under which refunds, exchanges, and cancellations are handled for orders placed through our website at jetspizza-meal.digital.

By placing an order through our platform, you agree to the terms described in this policy. We encourage you to read this document carefully before completing your purchase.

1. General Refund Eligibility

We want every customer to be satisfied with their Jet's Pizza order. Refund requests may be considered under the following circumstances:

• You received an incorrect order (wrong items delivered or prepared).
• Your order arrived in an unsatisfactory condition that was not caused by your own actions after delivery.
• Your order was significantly delayed beyond the estimated delivery or pickup time, and the food was rendered unusable.
• You were charged for an item that was not included in your order.
• A technical error on our website resulted in a duplicate charge or an unintended transaction.
• Your order was confirmed but never prepared or delivered due to an error on our end.

To be eligible for a refund, customers must meet the following general conditions:

• The refund request must be submitted within the applicable timeframe outlined in Section 2 of this policy.
• The customer must provide sufficient proof of purchase, such as an order confirmation number or receipt.
• The issue reported must be substantiated with relevant details, such as photographs of incorrect or unsatisfactory items when applicable.
• The order must have been placed directly through jetspizza-meal.digital. Orders placed through third-party delivery platforms are subject to those platforms' respective refund policies.

2. Refund Request Timeframes

Timely communication is essential for us to investigate and resolve your concern effectively. Please review the applicable timeframes below:

Requests submitted outside of these timeframes may not be eligible for a refund. We strongly encourage customers to inspect their orders upon receipt and contact us promptly if any issues are identified.

3. Non-Refundable Items and Situations

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

• Orders consumed or partially consumed: If a significant portion of the order has been eaten, a refund will generally not be issued unless there is a documented food safety concern.
• Change of mind: Refunds will not be granted simply because a customer changed their preference or no longer wants the item after it has been prepared.
• Customization errors made by the customer: If a customer selected incorrect toppings, sizes, or options during the ordering process, this does not qualify for a refund.
• Late requests: Refund requests submitted beyond the timeframes specified in Section 2 will not be honored.
• Promotional or discounted items: Items purchased using promotional codes, coupons, or special discount offers may not be eligible for a full refund. Partial refunds may be considered at our discretion.
• Delivery fees: Delivery charges are non-refundable unless the order was not delivered due to an error on our part.
• Third-party platform orders: Orders placed through third-party services such as DoorDash, Uber Eats, or Grubhub are subject to those platforms' refund policies and are not managed by Jet's Pizza directly.

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

To request a refund, please follow the steps outlined below to ensure your request is processed as quickly as possible:

1. Step 1 — Gather Your Information: Before reaching out, please have the following ready:
   • Your order confirmation number
   • The date and time of your order
   • A description of the issue
   • Photographs of the item(s) in question, if applicable
2. Step 2 — Contact Our Support Team: Reach out to us through one of the following channels:
   • Email: [email protected]
   • Website: jetspizza-meal.digital
3. Step 3 — Submit Your Claim: Provide a clear and detailed description of the issue in your message. Include your order confirmation number and attach any supporting photos or documentation.
4. Step 4 — Await Confirmation: You will receive an acknowledgment of your request within 1 business day. Our team will review your claim and may ask for additional information if needed.
5. Step 5 — Resolution: Once our review is complete, we will notify you of the outcome 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 time required to process and reflect the refund depends on your original payment method. Please refer to the table below for estimated processing times:

Please note that while we initiate refunds promptly upon approval, the time it takes for funds to appear in your account is determined by your financial institution and is beyond our control. If your refund has not appeared after the estimated timeframe, please contact your bank or card issuer 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 under the following conditions:

• Only a portion of the order was incorrect or unsatisfactory, while the rest of the order was acceptable.
• The customer accepted part of the order but found one or more specific items to be problematic.
• An order was prepared correctly but experienced a minor delay that did not significantly affect the quality of the entire order.
• A promotional discount was applied to the original order, and the refund amount is adjusted to reflect the actual amount paid for the affected item(s).

The determination of whether a full or partial refund is appropriate will be made by our customer service team on a case-by-case basis. We aim to be fair and reasonable in all refund decisions.

7. Exchange Policy

Due to the perishable nature of food products, we do not offer direct item exchanges in the traditional sense. However, if you received an incorrect item, we may offer one of the following resolutions at our discretion:

• Redelivery: If you received the wrong item and the correct item is available, we may arrange for a replacement order to be prepared and delivered to you at no additional charge, subject to your location and availability.
• Store Credit: In lieu of a cash refund, we may offer store credit equivalent to the value of the affected item(s), which can be applied to a future order on jetspizza-meal.digital.
• Full or Partial Refund: Where redelivery or store credit is not a suitable resolution, a refund will be issued as outlined in this policy.

Please contact our support team at [email protected] to discuss exchange options for your specific situation.

8. Cancellation Policy

We understand that plans change. Our cancellation policy is as follows:

8.1 Cancellation Before Order Preparation Begins

If you wish to cancel your order, you must do so within 5 minutes of placing the order. Since food preparation typically begins immediately after an order is confirmed, cancellation requests must be submitted as quickly as possible. To cancel an order, contact us immediately via email at [email protected] or through our website. If the cancellation is accepted before preparation has begun, a full refund will be issued.

8.2 Cancellation After Order Preparation Has Begun

Once an order has entered the preparation stage, cancellations may no longer be possible. In such cases:

• No refund will be issued for cancellation requests received after preparation has begun.
• You may still be eligible for a refund if the order is not delivered or if there is a separate qualifying issue as described in Section 1.

8.3 Cancellations Due to Our Error

If we are unable to fulfill your order for any reason on our end — including ingredient unavailability, system errors, or operational issues — you will receive a full refund or the option to reschedule your order at no additional cost.

9. Dispute Resolution Process

We are committed to resolving all refund-related disputes in a fair and timely manner. If you are not satisfied with the resolution provided by our customer service team, please follow the escalation process below:

9.1 Internal Escalation

If you believe your refund request was handled incorrectly or unfairly, you may request an escalation by sending an email to [email protected] with the subject line "Refund Dispute — Escalation Request". Please include your original order number, a summary of the issue, and the resolution previously offered. A senior member of our team will review your case and respond within 3 to 5 business days.

9.2 Consumer Protection Rights

As a business operating in the United States, we are subject to federal and state consumer protection laws, including the Federal Trade Commission Act (FTC Act), which prohibits unfair or deceptive practices in commerce. Customers also have rights under applicable state consumer protection statutes. If you believe your rights have been violated and our internal process has not resolved your concern, you may file a complaint with:

• Federal Trade Commission (FTC): www.ftc.gov
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your respective state's Attorney General's Consumer Protection Division

9.3 Chargeback and Payment Disputes

We strongly encourage customers to contact us before initiating a chargeback with their bank or credit card company. We are committed to working with you to find a fair solution. If a chargeback is filed without first contacting us, we reserve the right to dispute the chargeback and provide transaction records to your financial institution. Repeated or fraudulent chargebacks may result in the suspension of your account and restriction of future orders.

9.4 Governing Law

This Refund Policy and any disputes arising from it shall be governed by the laws of the United States and the laws of the state in which our business is registered. Any legal proceedings related to this policy shall be conducted in the appropriate courts of that jurisdiction.

10. Policy Updates

We reserve the right to modify or update this Refund Policy at any time. Any changes will be posted on this page with a revised effective date. We encourage customers to review this policy periodically to stay informed of any updates. Continued use of our website and services after changes are posted constitutes your acceptance of the revised policy.

11. Contact Information for Refund Requests

For all refund inquiries, cancellation requests, or customer service concerns, please reach out to us using the contact details below. Our customer support team is available to assist you and will respond within 1 business day.

This Refund Policy was last reviewed and updated on June 5, 2026. If you have any questions about this policy, please do not hesitate to contact us at [email protected]. We value your business and are committed to ensuring every customer has a positive experience with Jet's Pizza.