Refund Policy

Effective Date: April 26, 2026  |  Last Updated: April 26, 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 sometimes things do not go as planned, and we want to make sure any concerns you have are addressed fairly and promptly.

This Refund Policy outlines the terms and conditions under which refunds, partial refunds, exchanges, and cancellations are processed. By placing an order with us — whether online via pizz-jets.rest, by phone, or in person — you agree to the terms set forth in this policy. This policy is governed by applicable United States federal and state consumer protection laws, including guidelines established by the Federal Trade Commission (FTC).

2. Eligibility Conditions for Refunds

Jet's Pizza will consider refund requests under the following circumstances:

• Incorrect Order: You received an item that is materially different from what you ordered (e.g., wrong toppings, wrong size, wrong crust type).
• Missing Items: One or more items included in your order confirmation were not delivered or provided at pickup.
• Food Quality Issues: The food delivered or picked up is undercooked, overcooked, spoiled, or otherwise fails to meet reasonable quality standards.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical error.
• Order Not Received: A delivery order was never received and our records cannot confirm successful delivery to your address.
• Allergen Concerns: An item was prepared with an ingredient you specifically noted as an allergy or dietary restriction at the time of ordering, which was confirmed in your order details.

Refund requests that do not fall within the above categories will be evaluated on a case-by-case basis at the sole discretion of Jet's Pizza management.

3. Timeframes for Refund Requests

To be eligible for a refund, you must contact us within the following timeframes:

Requests made outside of these timeframes may not be honored. We strongly encourage you to inspect your order upon receipt and contact us immediately if any issue is identified.

4. Non-Refundable Items and Services

The following are generally not eligible for a refund:

• Orders that have been fully consumed or substantially eaten before a complaint is made.
• Dissatisfaction based on personal taste preferences when the order was correctly prepared as requested.
• Customized or special requests that were fulfilled exactly as specified by the customer.
• Delivery fees, service fees, and tips, unless the order was never delivered through fault of Jet's Pizza.
• Promotional, discounted, or complimentary items received as part of a special offer.
• Orders affected by circumstances outside our control, including natural disasters, severe weather events, or third-party delivery partner delays beyond our reasonable oversight.
• Gift cards and promotional credits once redeemed.

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

To submit a refund request, please follow the steps below:

1. Step 1 — Gather Your Information: Locate your order confirmation number, the date and time of your order, your delivery address or pickup location, and a description of the issue. If applicable, take clear photographs of the incorrect or unsatisfactory item(s).
2. Step 2 — Contact Us: Reach out to our customer support team using one of the contact methods listed at the end of this policy. You may contact us by email at [email protected] or through our website at pizz-jets.rest.
3. Step 3 — Provide Details: When contacting us, include your full name, contact information, order number, the specific item(s) in question, a clear description of the issue, and any supporting photographs or documentation.
4. Step 4 — Review Process: Our customer support team will review your request. We may contact you for additional information or clarification. All refund requests are evaluated fairly and in good faith.
5. Step 5 — Decision Notification: You will receive a response regarding the outcome of your refund request within 2–3 business days of submission. If your request is approved, you will be informed of the refund method and expected timeline.
6. Step 6 — Refund Issuance: Approved refunds will be processed according to the timelines described in Section 6 below.

6. 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:

7. Partial Refunds

In certain situations, a partial refund may be issued rather than a full refund. Partial refunds may apply when:

• Only one or a few items in a multi-item order were incorrect, missing, or unsatisfactory, while the remainder of the order was fulfilled correctly.
• A food quality concern applies to only part of the order.
• A promotional discount was applied to the original order, and the refund is adjusted to reflect the actual amount charged for the specific item(s) in question.
• The customer has already consumed a significant portion of the order before identifying an issue.

Partial refund amounts will be calculated based on the actual price paid for the affected item(s), including applicable taxes on those specific items. Delivery fees and service charges are not refunded in partial refund scenarios unless the entire order was affected.

8. Exchange Policy

In many cases, rather than issuing a monetary refund, Jet's Pizza may offer to replace your order or the affected item(s) at no additional charge. Exchanges are subject to the following conditions:

• The request for an exchange must be made within the same timeframes outlined in Section 3 of this policy.
• Replacement orders are subject to availability and standard preparation times.
• Exchanges are available for incorrectly prepared items, missing items, or items that did not meet quality standards.
• Jet's Pizza reserves the right to offer a store credit or replacement item in lieu of a monetary refund, particularly for in-store and phone orders.
• Customers may not exchange an item simply due to a change of preference or taste after the order has been prepared correctly as specified.

If you would prefer a replacement rather than a refund, please indicate this clearly when you contact our customer support team.

9. Cancellation Policy

Given the nature of fresh food preparation, our ability to cancel an order and issue a refund depends on the stage of preparation at the time the cancellation request is made.

9.1 Online and Phone Orders

• Before Preparation Begins: If you contact us immediately after placing your order and preparation has not yet commenced, we will cancel your order and issue a full refund.
• During Preparation: Once your order has entered the preparation stage, cancellations may not be possible. If a cancellation is accepted at this stage, a partial refund may be issued at our discretion, minus the cost of ingredients already used.
• After Preparation is Complete: Orders that have been fully prepared cannot be cancelled or refunded, except in cases covered under Sections 2 and 4 of this policy.

9.2 Delivery Orders

• Once an order has been dispatched for delivery, cancellations are generally not accepted.
• If a delivery order was cancelled before dispatch due to our operational error, a full refund will be issued automatically.

9.3 Scheduled Orders

• For orders placed in advance with a scheduled delivery or pickup time, cancellations must be made at least 30 minutes before the scheduled preparation time to qualify for a full refund.
• Cancellations made after this window will be evaluated on a case-by-case basis.

To request a cancellation, please contact us immediately by email at [email protected] or visit our website at pizz-jets.rest.

10. Third-Party Delivery Platform Orders

If you placed your order through a third-party delivery platform such as DoorDash, Grubhub, Uber Eats, or any similar service, your refund and cancellation request must be submitted directly through that platform. Jet's Pizza does not have direct access to payment information for orders placed through third-party services and cannot process refunds for those transactions independently.

However, if your complaint relates to food quality or order accuracy that is the responsibility of Jet's Pizza (as opposed to the delivery driver or the platform), we encourage you to contact us as well so we can address the issue from our end and improve our service.

11. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, you have the right to escalate your concern through the following steps:

1. Step 1 — Internal Escalation: Request that your refund case be escalated to a senior customer service manager by replying to your original support email or submitting a new request via [email protected], clearly marking it as an escalation.
2. Step 2 — Written Complaint: Submit a formal written complaint via email to [email protected] with the subject line "Formal Refund Dispute." Include all previous correspondence, your order details, and a clear explanation of why you believe the initial decision was incorrect.
3. Step 3 — Chargeback (Payment Dispute): If you believe a charge was made in error and our internal process has not resolved your concern, you may contact your bank or credit card issuer to initiate a chargeback or payment dispute under applicable banking regulations and FTC consumer protection guidelines.
4. Step 4 — Consumer Protection Agencies: You may also file a complaint with the Federal Trade Commission (FTC) at ftc.gov/complaint or your state's consumer protection office if you believe your consumer rights have been violated.

Jet's Pizza is committed to resolving all disputes in good faith and in a timely manner. We value your business and aim to reach a fair resolution in every situation.

12. Fraud Prevention

Jet's Pizza reserves the right to deny refund requests that appear to be fraudulent, abusive, or made in bad faith. Customers who repeatedly request refunds without legitimate cause may be flagged for review, and future orders may be subject to additional verification. We take the integrity of our refund process seriously to protect our customers and our business.

13. Changes to This Refund Policy

Jet's Pizza reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on our website at pizz-jets.rest with an updated effective date. Continued use of our services after any changes are posted constitutes your acceptance of the revised policy. We encourage you to review this policy periodically.

14. Governing Law

This Refund Policy is governed by and construed in accordance with the laws of the United States, including applicable federal consumer protection regulations enforced by the Federal Trade Commission (FTC). Any disputes arising under this policy shall be subject to the jurisdiction of the appropriate United States courts.

15. Contact Information for Refund Requests

For all refund requests, questions, or concerns related to this policy, please contact our customer support team using the information below. We are here to help and will do our best to resolve your concern as quickly as possible.