Refund Policy

Effective Date: April 29, 2026 | Last Updated: April 29, 2026

1. Overview

This Refund Policy applies to all orders placed through our website at jets-pizza.digital, via phone, or through any authorized ordering platform associated with Jet's Pizza. By placing an order with us, you acknowledge and agree to the terms set forth in this policy.

We take pride in the quality of our food and service. However, we understand that issues can occasionally arise. This policy outlines the circumstances under which refunds may be granted, the process for requesting a refund, and the timeframes involved. This policy is governed by applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act, and any applicable state laws.

2. Eligibility Conditions for Refunds

Refunds may be issued under the following conditions:

• Incorrect Order: You received an item or items that do not match your original order confirmation.
• Missing Items: One or more items from your order were not included in your delivery or pickup.
• Poor Food Quality: The food delivered or picked up was significantly below acceptable quality standards, including but not limited to being undercooked, overcooked, or otherwise inedible.
• Food Safety Concerns: The order contained a foreign object, allergen not disclosed in the product description, or raised a legitimate food safety concern.
• Significant Delivery Delay: Your delivery order was delayed beyond a reasonable timeframe (generally exceeding 90 minutes from the estimated delivery time) with no advance notice.
• Duplicate Charges: You were charged more than once for the same order due to a technical or processing error.
• Order Not Received: Your delivery order was never received despite confirmation of payment and dispatch.

Refund eligibility is assessed on a case-by-case basis. Jet's Pizza reserves the right to request supporting documentation, such as photographs of the food or order receipt, to validate your claim.

3. Timeframes for Refund Requests

To be considered for a refund, requests must be submitted within the following timeframes:

Requests submitted after these deadlines may not be eligible for a full refund. We strongly encourage customers to inspect their orders promptly upon receipt.

4. Non-Refundable Items and Services

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

• Change of Mind: Refunds will not be issued simply because you changed your mind after the order was placed and preparation has begun.
• Customized Orders: Items that were prepared according to specific customer customizations (e.g., specific toppings, crust types, portion sizes) are non-refundable unless there is a verifiable error on our part.
• Consumed Items: Orders that have been substantially consumed are not eligible for a refund, except in cases of documented food safety concerns.
• Delivery Fees: Delivery and service fees are non-refundable unless the order was never received or the error was solely attributable to Jet's Pizza.
• Promotional or Discounted Items: Items purchased at a discounted rate as part of a limited-time promotion may be subject to modified refund terms disclosed at the time of the promotion.
• Digital Gift Cards and Credits: Once issued or redeemed, digital gift cards and promotional credits are non-refundable and non-transferable.
• Third-Party Platform Orders: Orders placed through third-party delivery platforms (such as DoorDash, Grubhub, or Uber Eats) are subject to the refund policies of those respective platforms, not this policy.

5. How to Request a Refund

Follow these steps to submit a refund request with Jet's Pizza:

1. Step 1 – Gather Your Information: Before contacting us, have the following ready:
   • Your order confirmation number or receipt
   • The date and time the order was placed
   • Your name and contact information
   • A clear description of the issue
   • Photographs of the item(s) in question (if applicable)
2. Step 2 – Contact Us: Reach out to our customer service team using one of the following methods:
   • Email: [email protected]
   • Website: jets-pizza.digital
   Use the subject line: "Refund Request – [Your Order Number]" when emailing.
3. Step 3 – Provide Details: In your message, clearly explain the nature of the issue, the resolution you are requesting (refund, replacement, or store credit), and attach any relevant documentation or photos.
4. Step 4 – Await Confirmation: Our team will acknowledge receipt of your request within 1–2 business days and may follow up for additional information.
5. Step 5 – Resolution: Once your request is reviewed and approved, we will notify you of the outcome and initiate the appropriate remedy (refund, credit, or replacement).

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time required for the funds to appear in your account depends on your payment method:

Please be aware that processing times may vary depending on your bank or financial institution. Jet's Pizza is not responsible for delays caused by third-party payment processors. If you have not received your refund after the stated processing window, please contact your bank before reaching out to us.

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 or missing, and the remainder was satisfactory.
• A food quality issue affected only one or more items in a larger order.
• A delivery delay occurred but the order was eventually received in acceptable condition.
• A customer has partially consumed a meal before identifying an issue.
• A discount or promotional code was applied to the original order, reducing its base value.

The amount of a partial refund will be determined at the discretion of our customer service team, based on the specifics of the complaint and the value of the affected portion of the order. We strive to be fair and transparent in all partial refund determinations.

8. Exchange Policy

In lieu of a monetary refund, Jet's Pizza may offer to replace or remake an item that did not meet quality standards or was prepared incorrectly. Our exchange policy is as follows:

• Replacement Orders: If your order contained incorrect or unsatisfactory items, we may offer to remake and redeliver or have the replacement available for pickup at no additional charge.
• Store Credit: As an alternative to a cash refund, customers may be offered store credit equivalent to the value of the affected item(s). Store credits are valid for 90 days from the date of issuance and may be used toward any future order through jets-pizza.digital.
• No Obligation to Exchange: Exchanges are offered at the discretion of Jet's Pizza and are contingent upon the original item being returned (where feasible) and the issue being verifiable.
• Timing: Replacement orders must be requested within the same timeframes outlined in Section 3 of this policy.

9. Cancellation Policy

We understand that circumstances change. However, because food preparation at Jet's Pizza begins shortly after an order is placed, our cancellation window is limited:

• Cancellation Within 5 Minutes: Orders cancelled within 5 minutes of placement — before preparation has begun — are eligible for a full refund.
• Cancellation After Preparation Has Begun: If food preparation has already commenced, the order cannot be cancelled and a refund will not be issued. You may contact us to discuss alternative resolutions, such as store credit.
• Scheduled / Pre-Orders: For advance orders, cancellations must be made at least 2 hours before the scheduled preparation or delivery time to qualify for a full refund.
• Catering or Large Group Orders: Cancellations for catering or bulk orders must be submitted at least 24 hours prior to the scheduled preparation time. Cancellations made less than 24 hours in advance may result in a partial refund or forfeiture of any deposit paid.

To cancel an order, please contact us immediately at [email protected] or through the order management section on jets-pizza.digital. Phone contact may allow for faster cancellation resolution during business hours.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Jet's Pizza provides the following escalation and dispute resolution process:

1. Internal Escalation: Request that your case be escalated to a senior member of our customer service team by emailing [email protected] with the subject line "Escalation – [Your Order Number]". We will respond within 3 business days.
2. Good Faith Negotiation: Both parties agree to attempt to resolve disputes through good faith communication before pursuing formal legal remedies. We are committed to finding a fair resolution for all parties involved.
3. Chargeback Rights: You retain the right to dispute a charge with your credit card issuer or bank as permitted under applicable United States law and the FTC Act. We ask that you first contact us directly before initiating a chargeback, as most issues can be resolved more quickly through direct communication.
4. Consumer Protection Agencies: If you believe your consumer rights have been violated, you may also file a complaint with the Federal Trade Commission (FTC) at ftc.gov or your applicable state Attorney General's office.
5. Governing Law: This Refund Policy shall be governed by and construed in accordance with the laws of the United States and the applicable state in which your transaction occurred.

11. Special Circumstances

Jet's Pizza recognizes that extraordinary circumstances may arise that fall outside the standard scope of this policy. In such cases:

• Natural Disasters or Emergencies: Refunds or credits may be offered for orders that could not be fulfilled due to emergency closures, natural disasters, or other force majeure events beyond our reasonable control.
• Technical Failures: If a technical error on our website or ordering platform results in an incorrect charge, duplicate order, or unfulfilled transaction, we will issue a prompt and full refund upon verification.
• Health and Allergen Issues: In the event a documented allergen issue arises despite clear disclosure at the time of ordering, we take this extremely seriously and will expedite review of the related refund request in coordination with our operations team.

12. Changes to This Policy

Jet's Pizza reserves the right to modify or update this Refund Policy at any time. Any changes will be effective immediately upon posting to jets-pizza.digital. We encourage you to review this policy periodically. Your continued use of our services following any changes constitutes your acceptance of the revised policy. The effective date at the top of this page will reflect the most recent revision.

13. Contact Information for Refund Requests

For all refund-related inquiries, cancellations, or disputes, please contact us using the information below: