Refund Policy

At Jet's Pizza, we are committed to delivering a satisfying experience with every order. We understand that issues can arise, and we want to make sure every customer feels heard and fairly treated. This Refund Policy outlines the conditions under which refunds, partial refunds, exchanges, and cancellations are accepted, as well as how to initiate a request and what to expect during the process.

Please read this policy carefully before placing an order through our website at jets-newpizza.rest or by phone. By completing a purchase with us, you agree to the terms described below.

1. Our Commitment to Customer Satisfaction

Jet's Pizza takes pride in the quality of every item we prepare. Each order is made fresh to your specifications. Because our products are perishable food items prepared on demand, our refund policy reflects the nature of food service while still prioritizing customer satisfaction. We evaluate all refund and complaint requests on a case-by-case basis and strive to resolve every issue promptly and fairly.

This policy is designed in accordance with applicable United States consumer protection laws, including guidelines enforced by the Federal Trade Commission (FTC) under the FTC Act, as well as relevant state-level consumer protection regulations.

2. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund if one or more of the following conditions apply:

• ✓ Your order was incorrect — items delivered do not match what was ordered.
• ✓ Your order arrived in an unsatisfactory condition (e.g., severely damaged, cold due to delivery delay caused by us).
• ✓ You received items that were missing from your order.
• ✓ A food quality issue was reported immediately upon receiving the order (e.g., foreign object found, items appeared uncooked or spoiled).
• ✓ A duplicate charge was applied to your payment method due to a system or processing error.
• ✓ Your order was never delivered and cannot be located by our team.
• ✓ You canceled your order within the eligible cancellation window (see Section 8 below).

Refunds are not automatically guaranteed. Each request is reviewed individually, and Jet's Pizza reserves the right to request supporting documentation (such as photos of the product received) before processing a refund.

3. Timeframes for Refund Requests

To be considered for a refund, you must submit your request within the timeframes listed below. Requests submitted outside these windows may not be honored.

We strongly encourage customers to inspect their orders upon delivery and contact us immediately if any issues are discovered. Delays in reporting significantly reduce our ability to investigate and resolve the issue appropriately.

4. Non-Refundable Items and Situations

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

• ✗ Orders that have been consumed in full or in significant part before a complaint is raised.
• ✗ Dissatisfaction with taste preferences (e.g., toppings or flavor not to personal liking, where the order was prepared correctly).
• ✗ Incorrect order details provided by the customer at the time of ordering.
• ✗ Delivery delays caused by third-party delivery services not directly controlled by Jet's Pizza.
• ✗ Delivery delays caused by extreme weather conditions, traffic, or other force majeure events.
• ✗ Promotional or complimentary items provided at no charge.
• ✗ Gift cards or store credit once issued and used.
• ✗ Requests submitted after the applicable reporting deadline has passed.
• ✗ Orders that were picked up in-store and consumed off-premises without any issue reported at the time of pickup.

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

Follow the steps below to submit a refund request. Providing complete and accurate information will help us resolve your request as quickly as possible.

6. Refund Processing Times by Payment Method

Once a refund has been approved and initiated by Jet's Pizza, please allow the following timeframes for the funds to appear:

7. Partial Refunds

In some cases, a partial refund may be more appropriate than a full refund. Partial refunds may be issued under the following circumstances:

• Only some items in an order were incorrect or missing, while the rest of the order was satisfactory.
• A food quality issue affected part of the order, but the remaining items were acceptable.
• A delivery error impacted the temperature or presentation of specific items only.
• The customer consumed a portion of the order before discovering the issue.
• A discount, coupon, or promotional code was applied to the original order, reducing the refundable amount.

The amount of a partial refund will be calculated based on the proportional value of the affected items, including applicable taxes. Our customer support team will communicate the refund amount before processing.

8. Cancellation Policy

Because our food items are freshly prepared shortly after an order is placed, our cancellation window is very limited.

To cancel an order, contact us immediately at [email protected] or visit jets-newpizza.rest. Please include your order number and the reason for cancellation.

Once food preparation has begun — which typically occurs within minutes of order confirmation — we are unable to cancel the order or issue a full refund, as ingredients have already been used and labor costs have been incurred. In such cases, we may offer store credit or a partial refund at our discretion.

Scheduled or Pre-Orders: For orders placed in advance, cancellations must be made at least 1 hour before the scheduled delivery or pickup time to qualify for a full refund.

9. Exchange Policy

Due to the perishable nature of food products, we do not offer traditional item-for-item exchanges in the same way a retail store might. However, we do offer the following alternatives when an order does not meet expectations:

• Replacement Order: If your order was significantly incorrect or inedible due to our error, we may offer to prepare and deliver a replacement order at no additional charge. This option is subject to availability and operating hours.
• Store Credit: Rather than a monetary refund, we may offer store credit equivalent to the value of the affected items, redeemable on a future order at jets-newpizza.rest.
• Complimentary Items: In some situations, we may offer complimentary items on your next visit or order as a gesture of goodwill.

The resolution offered will be determined by our customer support team based on the nature and severity of the issue reported.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Jet's Pizza provides a structured dispute resolution process to ensure all concerns are reviewed thoroughly and fairly.

Step 1 — Internal Escalation

If your initial refund request is denied or you disagree with the resolution offered, you may request an escalation to a senior member of our customer service team. To do so, reply to your original correspondence with the subject line: "Escalation Request – [Your Order Number]". We will review your case within 3–5 business days.

Step 2 — Written Formal Complaint

If escalation does not resolve your concern, you may submit a formal written complaint to us at:

Please include all relevant documentation, including your order confirmation, prior correspondence, and any photographic evidence. We will provide a final written decision within 10 business days of receiving your formal complaint.

Step 3 — Third-Party Mediation

If a resolution cannot be reached through our internal processes, either party may seek third-party mediation. We are committed to resolving disputes in good faith and will cooperate with any mutually agreed-upon mediation process.

Step 4 — Regulatory Bodies and Chargebacks

Customers who believe they have been treated unfairly have the right to:

• File a complaint with the Federal Trade Commission (FTC) at reportfraud.ftc.gov.
• Contact your state's Attorney General's consumer protection office for assistance.
• Initiate a chargeback through your credit card provider or bank, if you believe a charge was unauthorized or fraudulent. Please note that initiating a chargeback without first attempting to resolve the issue with us may affect your ability to use our services in the future.

11. Changes to This Policy

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

12. Contact Information

For all refund inquiries, questions about this policy, or any other customer service concerns, please contact us using the information below. Our team is here to help and will respond as quickly as possible during normal business hours.