Refund Policy

Effective Date: April 22, 2026 | Last Updated: April 22, 2026

1. Introduction

At Jet's Pizza, customer satisfaction is our top priority. We take great pride in preparing fresh, high-quality pizza and food products for every order. We understand that issues can occasionally arise — whether related to order accuracy, product quality, or delivery problems — and we are committed to addressing your concerns fairly and promptly.

This Refund Policy governs all purchases made through our website jetspizzas.rest and explains your rights and our obligations regarding refunds, replacements, exchanges, and cancellations. This policy complies with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act and relevant state-level consumer protection statutes.

By placing an order with Jet's Pizza, you acknowledge that you have read, understood, and agreed to this Refund Policy in its entirety.

2. Eligibility Conditions for Refunds

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

• Incorrect Order: You received items that differ from what you ordered (wrong toppings, wrong size, wrong crust type, missing items, etc.).
• Food Quality Issues: The food delivered or prepared was undercooked, overcooked, spoiled, or otherwise unfit for consumption at the time of delivery or pickup.
• Missing Items: One or more items from your order were not included in your delivery or pickup order and you were charged for them.
• Significant Delivery Delay: Your order arrived substantially later than the estimated delivery time stated at checkout, rendering the food unsatisfactory (e.g., cold, dried out, or otherwise degraded).
• Damaged Packaging: The food was significantly damaged due to improper packaging, making it unsuitable for consumption.
• Allergic or Dietary Concerns: You received food containing ingredients that you explicitly requested to be excluded and that exclusion was confirmed at the time of order, resulting in a potential health concern.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical error on our platform.
• Order Not Received: Your order was confirmed and paid for but was never delivered or made available for pickup without adequate explanation.

To be eligible for a refund, you must meet all of the following conditions:

1. The refund request must be submitted within the applicable timeframe described in Section 3 below.
2. You must provide reasonable evidence of the issue (photo, description, order number).
3. The issue must not be caused by customer error, such as providing an incorrect delivery address or requesting modifications after the order was confirmed and preparation began.

3. Timeframes for Refund Requests

Due to the perishable nature of food products, refund requests must be submitted within specific timeframes. Jet's Pizza reserves the right to decline refund requests submitted outside these windows.

4. Non-Refundable Items and Situations

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

• Change of Mind: Refunds are not issued simply because you changed your mind after the order was placed and preparation began.
• Customer-Caused Errors: If you provided an incorrect delivery address, selected the wrong items, or failed to specify dietary restrictions or modifications at the time of ordering, we are unable to process a refund.
• Partially Consumed Orders: Food items that have been substantially consumed are not eligible for a full refund, though a partial refund may be considered at our discretion (see Section 6).
• Promotional or Discounted Items: Items purchased as part of a limited-time promotional offer may have restricted refund eligibility, as specified at the time of the promotion.
• Gift Cards and Store Credits: Digital gift cards and store credit issued by Jet's Pizza are non-refundable and cannot be exchanged for cash.
• Delivery Fees: Delivery and service fees are generally non-refundable unless the refund is due to a failure on the part of Jet's Pizza (e.g., order never delivered).
• Third-Party Delivery Errors: If your order was placed and delivered through a third-party delivery platform, refund eligibility is subject to the policies of that platform and not solely governed by this policy.
• Late Pickup: If you placed an order for in-store pickup and did not pick it up within a reasonable time after it was ready, resulting in quality degradation, Jet's Pizza is not responsible for a refund.

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

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

1. Gather Your Information: Before contacting us, have the following ready:
   • Your order number (found in your confirmation email or account)
   • The date and time of your order
   • Your contact information (name, email, phone)
   • A clear description of the issue
   • Photographic evidence if applicable (e.g., incorrect items, damaged food, quality concerns)
2. Contact Us Promptly: Submit your refund request within the applicable timeframe (see Section 3) through one of the following methods:
   • Email: [email protected]
   • Website: jetspizzas.rest
3. Provide Details in Your Message: In your refund request, include your order number, the specific issue you experienced, and any supporting photos or documentation. The more detail you provide, the faster we can resolve your concern.
4. Wait for Acknowledgment: Our customer service team will acknowledge receipt of your refund request within 1–2 business days.
5. Review and Decision: Our team will review your request, verify your order details, and assess the validity of the claim. This process typically takes 2–5 business days.
6. Resolution: You will be notified of our decision via email. If your refund is approved, we will process it according to the timelines outlined in Section 7. If your request is denied, we will provide a clear explanation and, where applicable, offer an alternative resolution such as a replacement or store credit.

6. Partial Refunds

In certain situations, a partial refund may be issued rather than a full refund. Partial refunds may be granted under the following conditions:

• Only a portion of your order was incorrect, missing, or unsatisfactory (e.g., one item out of a multi-item order was wrong).
• The food was partially consumed before the quality issue was identified.
• A delivery delay affected only part of the order's quality (e.g., certain items arrived cold while others remained acceptable).
• A promotional discount was applied to part of the order, reducing the refundable amount proportionally.

The amount of any partial refund will be calculated based on the price of the affected items, minus any applicable discounts, fees, or credits already applied to the order. Jet's Pizza reserves the right to determine the appropriate refund amount based on the specific circumstances of each case.

7. Refund Processing Times by Payment Method

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

Please note that while we process refunds promptly on our end, your bank or payment provider may take additional time to post the credit to your account. Jet's Pizza is not responsible for delays caused by your financial institution. If you have not received your refund within the timeframes listed above, we recommend contacting your bank or card issuer directly before reaching out to us.

8. Exchange Policy

Because our products are freshly prepared food items, traditional product exchanges are handled differently than non-perishable retail goods. Our exchange policy works as follows:

• Wrong Item Received: If you received an incorrect item due to our error, we will offer to prepare and deliver or make available for pickup the correct item at no additional charge, subject to availability and operating hours.
• Quality Concern: If you are dissatisfied with the quality of your food for a valid reason, we may offer to replace the affected items. Replacement offers are subject to our team's review and confirmation of the reported issue.
• Replacement vs. Refund: In some cases, we may offer a replacement as the primary resolution rather than a cash refund. You have the right to decline a replacement and request a refund instead, subject to eligibility under this policy.
• Timing: Replacement requests must be made within the same timeframes as refund requests (see Section 3) and are subject to our current operating hours and kitchen availability.

9. Cancellation Policy

Because Jet's Pizza begins preparing orders immediately after they are confirmed and paid for, our cancellation window is very limited. Please review the following cancellation terms carefully:

9.1 Online Orders

• Orders may be cancelled for a full refund only if the cancellation request is submitted within 5 minutes of order placement, before kitchen preparation has begun.
• After the 5-minute window, cancellation requests will be reviewed on a case-by-case basis. If preparation has already started, a cancellation may not be eligible for a full refund.
• To request a cancellation, contact us immediately at [email protected] or call your nearest Jet's Pizza location.

9.2 Scheduled / Pre-Orders

• If you placed a scheduled or pre-order for a future date and time, cancellations are accepted up to 1 hour before the scheduled preparation time for a full refund.
• Cancellations made less than 1 hour before the scheduled time may be subject to a partial charge depending on whether preparation has already commenced.

9.3 Catering and Large Orders

• Cancellations of catering orders or large group orders (10+ items) must be made at least 24 hours in advance of the scheduled delivery or pickup time to qualify for a full refund.
• Cancellations made less than 24 hours in advance may result in a cancellation fee of up to 50% of the total order value, as ingredients and preparation may have already been committed.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund or complaint, Jet's Pizza provides a structured dispute resolution process to ensure your concerns are addressed fairly.

10.1 Internal Escalation

If our initial response to your refund request did not resolve your concern to your satisfaction, you may escalate the matter by:

1. Replying to the original email correspondence and requesting escalation to a senior customer service representative or manager.
2. Emailing [email protected] with the subject line "Refund Dispute Escalation" and including your original case or order reference number.

Escalated disputes will be reviewed by a senior team member within 3–5 business days, and you will receive a final written response addressing your concern.

10.2 Chargebacks and Payment Disputes

While you always retain the right to contact your bank or credit card issuer to dispute a charge, we encourage you to first attempt to resolve the issue directly with Jet's Pizza. Initiating a chargeback without first contacting us may delay resolution and could affect your ability to place future orders.

If a chargeback is initiated, Jet's Pizza reserves the right to provide our records, evidence, and documentation to the relevant financial institution to support our position.

10.3 FTC and Consumer Protection Resources

As a United States-based business, Jet's Pizza operates in compliance with the Federal Trade Commission (FTC) Act. If you believe your consumer rights have been violated, you may file a complaint with:

• Federal Trade Commission (FTC): www.ftc.gov
• Your State Attorney General's Office
• Better Business Bureau (BBB): www.bbb.org

11. Policy Updates

Jet's Pizza reserves the right to modify, update, or revise this Refund Policy at any time. Changes will be effective immediately upon posting to our website at jetspizzas.rest. We encourage customers to review this policy periodically. Your continued use of our website or services following any changes constitutes your acceptance of the updated policy.

For significant changes that may affect your rights, we will make reasonable efforts to notify customers via email or a prominent notice on our website.

12. Contact Information for Refund Requests

If you have a question about this Refund Policy, need to submit a refund request, or want to follow up on an existing claim, please reach out to our customer service team using the contact details below. We are committed to responding to all inquiries in a timely and professional manner.

Our customer service team is available during regular business hours. We aim to respond to all email inquiries within 1–2 business days. Please include your order number, contact information, and a detailed description of your issue in any correspondence to help us assist you as efficiently as possible.