Refund Policy

1. Overview

Mod Pizza is dedicated to providing exceptional food and service to every customer. We understand that occasionally things may not meet your expectations, and when that happens, we're here to help. This refund policy outlines our commitment to customer satisfaction while establishing clear guidelines for refund requests.

We believe in building lasting relationships with our customers through transparency, fairness, and genuine care for your dining experience. Every refund request is handled with careful consideration and respect for both our customers and our business practices.

2. Refund Eligibility

To ensure fair and consistent treatment for all customers, refund requests must meet the following eligibility criteria:

Timeframe Requirements

• In-store purchases: Refund requests must be made within 24 hours of purchase
• Online orders: Refund requests must be submitted within 48 hours of order completion
• Catering orders: Refund requests must be made at least 48 hours before the scheduled event
• Gift cards: Refund requests accepted within 30 days of purchase (unused portion only)

Product Condition Standards

• Food items must be substantially untouched or clearly defective
• Temperature complaints must be reported immediately upon receipt
• Quality issues must be documented with photos when possible
• Packaging must be retained for verification purposes

Required Documentation

• Original receipt or order confirmation number
• Valid photo identification
• Credit card used for purchase (for verification)
• Description of the issue or reason for refund request

3. Non-Refundable Items

While we strive to accommodate all reasonable refund requests, certain items and circumstances are not eligible for refunds:

Food and Beverage Exclusions

• Partially consumed meals (more than 25% consumed)
• Items consumed entirely before complaint
• Custom pizza orders made to specific dietary preferences
• Beverages that have been opened and consumed
• Free promotional items or complimentary add-ons

Service and Promotional Items

• Delivery fees (unless order was not delivered)
• Service charges for large group orders
• Promotional discount codes (already applied)
• Loyalty program rewards that have been redeemed
• Special event or holiday menu items (unless defective)

Time-Sensitive Exclusions

• Refund requests made beyond specified timeframes
• Catering orders within 48 hours of scheduled service
• Orders for events that have already occurred

4. Refund Process

Our streamlined refund process ensures quick resolution while maintaining proper verification procedures:

Step 1: Initial Contact

• Contact our customer service team via phone, email, or in-person
• Provide order details and reason for refund request
• Submit required documentation (receipt, photos if applicable)
• Receive confirmation number for your refund request

Step 2: Request Review

• Our team reviews your request within 24-48 hours
• We may contact you for additional information if needed
• Eligibility is determined based on our policy guidelines
• You'll receive notification of approval or denial

Step 3: Refund Processing

• Approved refunds are processed within 3-5 business days
• Refund method depends on original payment type
• You'll receive confirmation once refund is issued
• Tracking information provided for your records

5. Refund Methods

Refunds are processed using the most appropriate method based on your original payment:

Credit and Debit Cards

• Refunded to the original card used for purchase
• Processing time: 3-5 business days
• May take additional time to appear on your statement
• Full refund amount including applicable taxes

Cash Purchases

• Cash refunds available at the original purchase location
• Photo ID required for verification
• Available during regular business hours
• Receipt must be presented for amounts over $25

Digital Payments

• Mobile payment apps (refunded to original account)
• Online payment systems (processed through original platform)
• Processing time varies by payment provider
• Confirmation sent to registered email address

Gift Cards and Store Credit

• May be issued as alternative to cash refund
• Same value as original purchase amount
• No expiration date on store credit
• Transferable to other Mod Pizza locations

6. Exchanges Policy

Sometimes an exchange better serves both customer satisfaction and operational efficiency:

When Exchanges Are Preferred

• Wrong order received (different pizza, incorrect toppings)
• Temperature issues (cold food, warm beverages)
• Missing items from order
• Quality concerns that can be immediately addressed

Exchange Process

• Report issue immediately upon discovery
• Retain original item for verification
• New item prepared with priority service
• No additional charges for replacement

Exchange vs Refund Decision

Our team will work with you to determine whether an exchange or refund best addresses your concern. We consider factors such as timing, location, and your specific preferences to ensure the most satisfactory resolution.

7. Damaged or Defective Items

Damaged or defective items receive special consideration under our quality guarantee:

Immediate Resolution

• Full refund or replacement guaranteed
• No questions asked policy for clearly defective items
• Expedited processing (same day resolution when possible)
• Additional compensation for significant inconvenience

Documentation Requirements

• Photos of damaged items strongly recommended
• Description of the defect or damage
• Time and location of discovery
• Original packaging when available

Quality Assurance Follow-up

All damaged or defective item reports are forwarded to our quality assurance team to prevent similar issues. We may contact you for additional feedback to help improve our processes and ensure consistent quality standards.