Refund Policy

Effective Date: May 13, 2026  |  Last Updated: May 13, 2026

1. Introduction

At Jet's Pizza, we are committed to delivering fresh, high-quality food and an exceptional customer experience with every order. We understand that issues may occasionally arise, and we want to ensure that every customer concern is handled promptly, professionally, and fairly.

This Refund Policy outlines the conditions under which refunds, partial refunds, exchanges, and cancellations are granted. It applies to all orders placed through our website pizzajets-meal.digital, whether for delivery, pickup, or online pre-orders. This policy is governed by the laws of the United States, including applicable consumer protection regulations enforced by the Federal Trade Commission (FTC) under the FTC Act, as well as any applicable state-level consumer protection laws.

If you have any questions about this policy, please contact us at [email protected] before placing your order.

2. Eligibility Conditions for Refunds

Refunds at Jet's Pizza are not automatic and are subject to review and approval. To be eligible for a refund, customers must meet one or more of the following conditions:

• Incorrect Order: You received an item that was different from what you ordered. For example, wrong pizza size, wrong toppings, or wrong menu item entirely.
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food received was visibly spoiled, undercooked, overcooked, or otherwise unfit for consumption at the time of delivery or pickup.
• Duplicate Charges: You were charged more than once for the same order due to a technical error on our platform.
• Order Not Delivered: Your delivery order was never received and there is no proof of successful delivery from our records or delivery partner logs.
• Significant Delay: Your order was delivered more than 60 minutes beyond the estimated delivery time provided at checkout, resulting in an unacceptable food condition upon receipt.
• Successful Cancellation: You successfully cancelled your order within the permitted cancellation window (see Section 8).

All refund requests are subject to investigation. Jet's Pizza reserves the right to request photographic evidence, order confirmation details, and any other supporting documentation before approving a refund.

3. Timeframes for Refund Requests

Timely reporting is essential to a successful refund review. Please adhere to the following timeframes when submitting a refund request:

Requests submitted outside these timeframes may be denied at the discretion of our customer support team. We strongly encourage customers to inspect their orders immediately upon receipt and contact us as soon as possible if any issues are identified.

4. Non-Refundable Items and Services

While we strive to accommodate legitimate refund requests, certain items and circumstances are not eligible for a refund under any condition:

• Correctly prepared and delivered orders: If your order was delivered accurately as placed and in good condition, no refund will be issued based on a change of mind or preference.
• Promotional or discounted items: Items purchased at a heavily discounted rate as part of a limited-time promotion may be non-refundable unless they are defective or incorrectly prepared.
• Partially consumed food: Refunds will not be issued for items that have been substantially consumed. If you have a quality concern, please report it before consuming the majority of the item.
• Delivery fees: Delivery service fees are non-refundable once the order has been dispatched, except in cases where the order was never delivered.
• Tips and gratuities: Any tips added to orders at checkout are non-refundable.
• Gift cards and promotional credits: Purchased gift cards and promotional credits are non-refundable and non-transferable.
• Special event or catering orders: Pre-arranged catering or large event orders that were cancelled outside the permitted cancellation window are non-refundable or subject to partial cancellation fees (see Section 8).
• Customer-caused errors: Orders placed with incorrect addresses, incorrect item customizations, or errors made by the customer during the ordering process are not eligible for a full refund, though partial accommodations may be considered at our discretion.

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

Submitting a refund request is straightforward. Please follow these steps carefully to ensure prompt processing:

1. Step 1 — Gather Your Information: Before contacting us, have the following ready:
   • Your full name and contact information
   • Your order confirmation number
   • The date and time your order was placed
   • A clear description of the issue
   • Photographic evidence (if applicable, such as wrong items, food quality issues, or packaging damage)
2. Step 2 — Contact Our Support Team: Reach out to us through one of the following channels:
   • Email: [email protected]
   • Website: pizzajets-meal.digital (via the Contact or Support page)
3. Step 3 — Submit Your Claim: In your message, include all gathered information from Step 1. Clearly state that you are requesting a refund and describe the reason in as much detail as possible. Attach any supporting photos or documents.
4. Step 4 — Await Confirmation: Our support team will send you a confirmation email acknowledging receipt of your request within 1 business day.
5. Step 5 — Review and Decision: Our team will review your claim within 3 to 5 business days. We may contact you during this time for additional information.
6. Step 6 — Refund Issued: If your refund is approved, it will be processed within the timeframes described in Section 6. You will receive a confirmation email once the refund has been initiated.

6. Refund Processing Times by Payment Method

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

Please be aware that while we initiate the refund promptly, the exact timing of when funds appear in your account is ultimately determined by your bank or financial institution. We are not responsible for delays on the part of third-party payment processors or banking institutions.

7. Partial Refunds

In certain situations, a partial refund may be the most appropriate resolution. Partial refunds may be offered under the following conditions:

• Only some items in an order are affected: If a portion of your order was incorrect or missing, only those specific items will be refunded rather than the entire order total.
• Partially consumed food with a valid quality complaint: If you consumed part of a food item before discovering a quality issue, a partial refund may be issued at our discretion.
• Delivery delays with food still acceptable: If your order arrived late but the food was still in acceptable condition, a partial refund or delivery credit may be offered.
• Customer-error customizations: If the order was partially incorrect due to a customer-side error, a partial refund may be considered as a goodwill gesture.
• Late cancellation of large orders: For catering or large orders cancelled after the cutoff time, a partial refund may be issued after deducting preparation and ingredient costs already incurred.

The specific amount of a partial refund is determined on a case-by-case basis by our customer support team and is final unless a formal dispute is raised (see Section 10).

8. Cancellation Policy

We understand that plans can change. Here is what you need to know about cancelling an order with Jet's Pizza:

8.1 Standard Orders (Delivery or Pickup)

• Cancellation within 5 minutes of placing the order: Full refund issued, provided the order has not yet entered the preparation stage.
• Cancellation after preparation has begun: Refund eligibility is reduced significantly. A partial refund may be considered based on the stage of preparation. No refund is available once the order has been dispatched for delivery or is ready for pickup.

8.2 Pre-Orders and Scheduled Orders

• Pre-orders may be cancelled up to 2 hours before the scheduled delivery or pickup time for a full refund.
• Cancellations made within 2 hours of the scheduled time may not be eligible for a full refund.

8.3 Catering and Large Event Orders

• Catering orders must be cancelled at least 48 hours before the scheduled delivery date for a full refund.
• Cancellations between 24 and 48 hours before the event will receive a 50% refund.
• Cancellations within 24 hours of the event are non-refundable.

To cancel an order, contact us immediately at [email protected] or through our website at pizzajets-meal.digital. Include your order number and reason for cancellation.

9. Exchange Policy

Due to the perishable nature of food products, traditional item-for-item exchanges are not always feasible. However, Jet's Pizza does offer the following accommodations:

• Wrong item received: If you received an item you did not order, we will arrange for a replacement of the correct item to be delivered or made available for pickup at no additional cost, subject to availability and operational hours.
• Unsatisfactory quality on pickup orders: If you are picking up your order and notice a quality issue before leaving our location, our staff can prepare a replacement item immediately where possible.
• Replacement vs. Refund: In some cases, we may offer a complimentary replacement item or a store credit instead of a monetary refund. This is offered at the customer's discretion — you are not required to accept a replacement if you prefer a refund (where eligible).

Exchanges for delivered orders are subject to operational constraints including delivery zone coverage, time of day, and item availability. We will always communicate clearly about what options are available to you.

10. Dispute Resolution Process

If you are unsatisfied with the outcome of a refund request, you have the right to escalate the matter through our formal dispute resolution process:

1. Step 1 — Internal Escalation: Request that your case be escalated to a senior member of our customer support team. You can do this by replying to the email thread related to your original refund request and including the words "Formal Dispute" in the subject line.
2. Step 2 — Management Review: A senior manager will review all documentation related to your case within 5 business days and provide a written response with a final determination.
3. Step 3 — Third-Party Mediation: If you remain unsatisfied after the management review, you may seek resolution through a neutral third-party mediator. Both parties agree to attempt mediation in good faith before pursuing any legal action.
4. Step 4 — Legal Remedies: Should mediation fail to resolve the dispute, you retain the right to pursue legal remedies under applicable United States law, including but not limited to filing a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or through your state's consumer protection office.

11. Contact Information for Refund Requests

Our customer support team is here to help. Please do not hesitate to reach out with any questions, concerns, or refund requests using the contact information below:

12. Policy Updates

Jet's Pizza reserves the right to update or modify this Refund Policy at any time without prior notice. Changes will be effective immediately upon posting to our website at pizzajets-meal.digital. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage customers to review this policy periodically to stay informed of any changes. Continued use of our website or services after any changes constitutes acceptance of the revised policy.

This Refund Policy was last reviewed and updated on May 13, 2026. All rights reserved by Jet's Pizza.