Refund Policy

At Jet's Pizza, we are committed to delivering high-quality food and an exceptional customer experience. We understand that there may be occasions when an order does not meet your expectations. This Refund Policy outlines the conditions under which refunds, exchanges, cancellations, and partial credits are available. By placing an order through our website meal-jetspizza.rest or any affiliated ordering channel, you agree to the terms described below.

Please read this policy carefully. If you have any questions or concerns, do not hesitate to contact our customer support team using the contact information provided at the end of this document.

1. Eligibility Conditions for Refunds

We want every customer to be satisfied with their order. Refunds may be issued under the following eligible circumstances:

• Incorrect Order: You received an item that is different from what you ordered (e.g., wrong pizza size, incorrect toppings, wrong crust type).
• Missing Items: One or more items included in your order were not delivered or were absent from your pickup order.
• Food Quality Issues: The food delivered or picked up was inedible, significantly undercooked, overcooked, or otherwise failed to meet reasonable quality standards.
• Order Not Delivered: Your delivery order was never received, despite confirmation from our system that the order was dispatched.
• Duplicate Charges: You were charged more than once for the same order due to a payment processing error.
• Significant Delivery Delay: Your order arrived in a condition rendered unacceptable due to an unreasonable delay caused by Jet's Pizza or its delivery partners (not including delays caused by weather, traffic, or circumstances beyond our control).

Refund eligibility is assessed on a case-by-case basis. We reserve the right to request supporting documentation, such as photographs of incorrect or substandard food, before approving a refund.

2. Timeframes for Refund Requests

To be considered for a refund, your request must be submitted within the timeframes outlined below:

Requests submitted outside these timeframes may not qualify for a refund. We strongly encourage customers to review their order immediately upon receipt and contact us promptly if any issue is identified.

3. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds. Please note the following exclusions:

• Change of Mind: Orders that were prepared and delivered correctly but are no longer wanted are not eligible for a refund.
• Consumed or Partially Consumed Items: Items that have been substantially consumed are not refundable unless a quality defect was discovered during consumption and is reported promptly.
• Customized Orders: Highly customized orders prepared exactly as specified by the customer are generally non-refundable unless there is a clear preparation error.
• Promotional and Discounted Items: Items purchased using promotional codes, discount deals, or limited-time offers may be subject to different or restricted refund terms, which will be disclosed at the time of the promotion.
• Delivery Fees: Delivery fees are generally non-refundable except in cases where the order was never delivered due to an error on our part.
• Tips and Gratuities: Any tips or gratuities added to an order are non-refundable once the order has been dispatched.
• Third-Party Platform Orders: Orders placed through third-party delivery platforms (such as DoorDash, Uber Eats, or Grubhub) are subject to the refund policies of those respective platforms. We recommend contacting the platform directly for such orders.

4. How to Request a Refund (Step-by-Step)

To initiate a refund request, please follow the steps outlined below:

1. Gather Your Information: Before contacting us, have the following ready:
   • Your order confirmation number
   • The date and time of your order
   • A description of the issue
   • Photographs (if applicable) showing the incorrect or substandard item
2. Contact Our Support Team: Reach out to us using one of the following methods:
   • Email: [email protected]
   • Website: meal-jetspizza.rest
3. Submit Your Request: Clearly explain the nature of your complaint and include all supporting details. If submitting by email, include your order number in the subject line (e.g., "Refund Request – Order #XXXXX").
4. Await 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 and may reach out for additional information. A decision will typically be communicated within 3–5 business days of receiving all required information.
6. Refund Issuance: If your refund is approved, it will be processed according to the payment method timelines described in Section 5 below.

5. Refund Processing Times by Payment Method

Once a refund has been approved, the processing time will depend on the original payment method used:

6. Partial Refunds

In certain circumstances, a partial refund may be issued rather than a full refund. Partial refunds may apply in the following situations:

• Partially Incorrect Order: If only a portion of your order was incorrect or missing, you may receive a refund only for the value of those specific items.
• Minor Quality Issues: If the food was mostly acceptable but had a minor deficiency (e.g., slightly fewer toppings than expected), a partial refund or store credit may be offered at our discretion.
• Order Partially Consumed: If a quality issue is identified after partial consumption, we may issue a partial refund proportional to the portion that was not consumed.
• Late Delivery with Usable Food: If an order arrived late but the food was still in an acceptable condition, a partial refund on the delivery fee or a store credit may be offered.

The amount of any partial refund will be determined by our customer service team based on the specific circumstances of each case. We are committed to being fair and reasonable in all our assessments.

7. Exchange Policy

Due to the perishable nature of food products, we do not offer traditional item-for-item exchanges. However, in cases where an incorrect item was delivered or prepared, we may offer the following remedies at our discretion:

• Replacement Order: We may arrange to prepare and deliver the correct item at no additional charge, subject to operational availability and the customer's location.
• Store Credit: In lieu of a monetary refund or replacement, we may offer a store credit of equivalent or greater value, redeemable on a future order through meal-jetspizza.rest.
• Complementary Item: For minor errors or inconveniences, we may offer a complimentary item on your next visit or order as a gesture of goodwill.

Replacement orders are subject to availability and may not be possible during peak hours or in areas with limited delivery capacity. If a replacement cannot be arranged within a reasonable timeframe, a refund will be processed instead.

8. Cancellation Policy

We begin preparing your order shortly after it is placed to ensure timely delivery or pickup. As a result, our cancellation window is limited. Please review the following cancellation terms:

8.1 Cancellation Before Preparation Begins

If you contact us within 5 minutes of placing your order and preparation has not yet started, we will cancel your order and issue a full refund. Given the speed at which our kitchen operates, this window may be very short.

8.2 Cancellation After Preparation Has Begun

Once your order has entered the preparation stage, we are unable to guarantee a cancellation or full refund. In such cases:

• We may offer a partial refund for items that had not yet been prepared.
• We may offer a store credit for the full order value if extenuating circumstances apply.
• No refund will be issued for items that have already been fully prepared.

8.3 Cancellation After Dispatch

Orders that have already been dispatched for delivery cannot be cancelled. If you are unable to receive a delivery, please contact the delivery driver or our support team immediately. Refunds in this scenario are handled at our discretion and on a case-by-case basis.

8.4 Scheduled Orders

If you placed a scheduled advance order, you may cancel it up to 60 minutes before the scheduled preparation time for a full refund. Cancellations made within 60 minutes of the scheduled time are subject to the standard cancellation terms above.

9. Dispute Resolution Process

If you are dissatisfied with the outcome of your refund request, you have the right to escalate your concern through our formal dispute resolution process.

9.1 Internal Escalation

If your initial refund request was denied or you feel the resolution offered was inadequate, you may request an escalation to a senior customer service representative by clearly stating "Formal Dispute" in your follow-up communication. Our team will re-review your case within 5–7 business days.

9.2 Chargeback Rights

Under United States federal consumer protection law, including regulations enforced by the Federal Trade Commission (FTC) under the FTC Act, and applicable credit card dispute resolution rules, you may have the right to initiate a chargeback through your bank or card issuer if you believe you were charged for services not rendered or that a billing error occurred. We encourage customers to attempt to resolve disputes directly with us before initiating a chargeback, as we are committed to finding a fair resolution.

9.3 Consumer Protection Agencies

If your dispute cannot be resolved through our internal processes, you may also file a complaint with the following agencies:

• Federal Trade Commission (FTC): www.ftc.gov
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your state's Attorney General consumer protection office

9.4 Governing Law

This Refund Policy shall be governed by and construed in accordance with the laws of the United States of America. Any disputes arising from this policy that cannot be resolved informally shall be subject to binding arbitration in accordance with applicable federal arbitration rules, unless otherwise required by applicable law.

10. Special Circumstances

We recognize that exceptional situations can arise. The following additional provisions apply:

10.1 Allergic Reactions and Health Concerns

If you or someone in your household experienced an adverse reaction that you believe was caused by our food, please contact us immediately. In addition to our refund process, we will work with our kitchen team to investigate the matter. We strongly recommend seeking appropriate medical attention first and foremost. Documentation from a healthcare provider may be requested as part of our review.

10.2 Force Majeure

Jet's Pizza shall not be held liable for delays or failures in delivery resulting from events beyond our reasonable control, including but not limited to severe weather conditions, natural disasters, pandemics, civil unrest, or government actions. In such cases, refunds may be limited to the order value, excluding delivery fees.

10.3 Fraud Prevention

We take fraudulent refund requests seriously. Any customer found to be submitting false claims, falsifying evidence, or abusing our refund system may have their account suspended and may be subject to legal action in accordance with applicable United States laws.

11. Amendments to This Policy

Jet's Pizza reserves the right to modify, update, or amend this Refund Policy at any time without prior notice. Any changes will be posted on our website at meal-jetspizza.rest with an updated effective date. Your continued use of our services following any such changes constitutes your acceptance of the revised policy. We encourage you to review this page periodically to stay informed of any updates.

12. Contact Information for Refund Requests

For all refund inquiries, cancellation requests, or dispute escalations, please contact our customer support team using the information below. We strive to respond to all inquiries within 1–2 business days.

When contacting us regarding a refund, please have your order number, the date of purchase, and a description of the issue ready to help us serve you as efficiently as possible.

This Refund Policy was last reviewed and updated on June 12, 2026. By placing an order with Jet's Pizza through meal-jetspizza.rest or any affiliated ordering channel, you acknowledge that you have read, understood, and agreed to this Refund Policy in its entirety.