Refund Policy

Last Updated: March 18, 2026

1. Introduction

At Mod Pizza, operated through pizzasmod.digital, we are committed to delivering high-quality food products and an exceptional customer experience. We understand that there are times when an order may not meet your expectations, and we have established this Refund Policy to ensure a fair and transparent process for all our customers.

This policy applies to all orders placed through our website pizzasmod.digital and is governed by applicable United States consumer protection laws, including regulations enforced by the Federal Trade Commission (FTC) under the FTC Act. Customers located in California may also have additional rights under the California Consumer Privacy Act (CCPA/CPRA) and other California-specific consumer protection statutes.

We encourage all customers to contact us directly before initiating any payment dispute, as most issues can be resolved quickly and efficiently through direct communication with our customer support team.

2. Refund Eligibility Conditions

To be eligible for a refund, your request must meet one or more of the following conditions:

• Incorrect Order: You received a food item or order that is significantly different from what was described on our website or confirmed in your order summary.
• Missing Items: One or more items included in your confirmed order were not delivered or provided to you.
• Food Quality Issues: The food delivered was spoiled, undercooked, overcooked, or otherwise unsafe for consumption at the time of delivery.
• 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 within the estimated delivery window without reasonable explanation.
• Allergen Concerns: You received food containing an allergen that was explicitly excluded from your order based on your documented dietary requirements submitted at checkout.

Refund requests that do not fall within the above eligibility categories may be reviewed on a case-by-case basis at the sole discretion of our customer service team.

3. Timeframes for Refund Requests

Timely reporting is essential for food-related refund requests. The following timeframes apply to all refund requests submitted to Mod Pizza:

Refund requests submitted outside of these timeframes may not be honored. We strongly encourage customers to inspect their orders upon receipt and contact us immediately if there is any issue. Due to the perishable nature of food products, we are unable to process refund claims for food quality issues reported more than 24 hours after delivery.

4. Non-Refundable Items and Services

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

• Change of Mind: Orders that were prepared and delivered correctly but refused or returned because you simply changed your mind.
• Incorrect Order Placement: Orders that were placed incorrectly by the customer (wrong items, wrong address, wrong quantity) where the order was fulfilled as submitted.
• Consumed Orders: Orders that have been substantially consumed and then reported as unsatisfactory without clear evidence of a quality issue.
• Delivery Fees: Delivery and service fees are non-refundable unless the order was not delivered at all due to an error on our part.
• Promotional and Discounted Items: Items purchased at a promotional or heavily discounted rate as part of a limited-time offer are not eligible for refunds unless there is a verifiable quality or accuracy issue.
• Custom Specialty Orders: Highly customized orders prepared per specific customer instructions are non-refundable once preparation has commenced, unless we made an error in following those instructions.
• Digital Gift Cards: Once purchased and issued, digital gift cards are non-refundable and non-transferable.

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

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

1. Step 1 — Contact Us Promptly: Reach out to our customer support team as soon as you identify the issue. You can contact us by email at [email protected] or by visiting our website at pizzasmod.digital.
2. Step 2 — Provide Your Order Information: Include your full name, order number, order date, delivery address, and the email address used when placing the order. This information is necessary for us to locate your transaction in our system.
3. Step 3 — Describe the Issue: Provide a clear and detailed description of the problem with your order. Explain what you ordered, what you received, and why you believe a refund is warranted.
4. Step 4 — Submit Supporting Evidence: Where applicable, attach photographs of the food item(s) in question. Photos should clearly show the issue — for example, incorrect items, visible spoilage, missing components, or packaging damage. Supporting evidence significantly strengthens your refund request.
5. Step 5 — Await Confirmation: Once your request is received, you will receive an acknowledgment email within 1–2 business days confirming that your case is under review.
6. Step 6 — Review and Decision: Our customer service team will evaluate your request, review any provided evidence, and communicate a decision to you within 3–5 business days of receiving your complete submission.
7. Step 7 — Refund Issuance: If your refund is approved, we will process the refund using the original payment method or offer an alternative resolution such as store credit or a replacement order.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time required for the refund to appear in your account varies depending on your payment method:

Please note that these timeframes represent the period from when we initiate the refund on our end. Processing times may vary depending on your financial institution. We are not responsible for delays caused by banks or third-party payment processors once the refund has been submitted from our side.

7. Partial Refunds

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

• Only a portion of your order was incorrect, missing, or unsatisfactory, while the remainder of the order was delivered as expected.
• An item was partially consumed before the quality issue was identified, and the extent of the issue affects only part of the product.
• A delivery was significantly delayed but ultimately received, resulting in a partial refund of the delivery fee or a goodwill discount on your next order.
• A promotional discount or coupon was applied to the original order, in which case the refundable amount will reflect the actual amount paid rather than the full listed price.

The amount of any partial refund will be determined at the discretion of our customer service team based on the specific circumstances of your case. You will be notified of the partial refund amount before it is processed, and you will have the opportunity to accept the partial refund or escalate your concern.

8. Exchange Policy

Due to the perishable and consumable nature of food products, direct item-for-item exchanges may not always be feasible. However, Mod Pizza offers the following exchange options where applicable:

• Replacement Order: If your original order was incorrect or significantly flawed, we may offer to prepare and deliver a replacement order at no additional charge within a reasonable timeframe.
• Store Credit: In lieu of a monetary refund or replacement, we may offer store credit equivalent to the value of the affected item(s), which can be applied to a future order on pizzasmod.digital.
• Menu Item Substitution: If a specific menu item is unavailable or was delivered incorrectly, we may offer a comparable substitute of equal or greater value, subject to availability.

Exchanges are processed through the same customer service channels outlined in Section 5. All exchange requests must be submitted within the same timeframes as refund requests described in Section 3.

9. Cancellation Policy

Orders placed through pizzasmod.digital are processed and prepared quickly to ensure timely delivery. As a result, our ability to accommodate cancellations is limited and time-sensitive.

9.1 Pre-Preparation Cancellations

If you need to cancel your order, you must contact us immediately at [email protected]. Cancellations requested before food preparation has begun will be honored and a full refund will be issued. Given the speed of our food preparation process, this window is typically very short — generally within 5 minutes of order placement.

9.2 Post-Preparation Cancellations

Once food preparation has commenced, we are unable to guarantee a cancellation. However, if your order has not yet been dispatched for delivery, we may be able to cancel the order and issue a partial refund covering the amount paid minus any preparation costs incurred. This will be assessed on a case-by-case basis.

9.3 After Dispatch

Orders that have already been dispatched for delivery cannot be cancelled. In such cases, you may still be eligible for a refund under the eligibility conditions described in Section 2 if there is an issue with the order upon receipt.

9.4 Scheduled or Pre-Ordered Deliveries

For scheduled or pre-ordered deliveries, cancellations must be submitted at least 2 hours before the scheduled delivery time to be eligible for a full refund. Cancellations submitted after this window will be subject to a cancellation fee of up to 50% of the order value to cover preparation costs.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we encourage you to follow the dispute resolution process outlined below before pursuing any external remedies:

10.1 Internal Escalation

You may escalate your refund dispute by sending a written escalation request to [email protected] with the subject line "Refund Dispute Escalation." Please include your original case reference number and a detailed explanation of why you believe the initial decision was incorrect. A senior member of our customer service team will review your escalation within 5 business days.

10.2 External Consumer Protection Resources

If your dispute cannot be resolved through our internal process, you may seek assistance from the following external resources:

• Federal Trade Commission (FTC): You may file a complaint at reportfraud.ftc.gov if you believe our practices violate the FTC Act or applicable consumer protection regulations.
• Consumer Financial Protection Bureau (CFPB): If your dispute involves a billing or payment issue, you may contact the CFPB at consumerfinance.gov.
• California Residents: Customers in California may contact the California Attorney General's Office or exercise their rights under the CCPA/CPRA regarding data and transaction-related disputes.
• Better Business Bureau (BBB): You may file a complaint with your local BBB chapter for mediation assistance.
• Credit Card Chargeback: If all internal resolution options have been exhausted, you may contact your credit card issuer or bank to initiate a chargeback dispute. However, we ask that you attempt to resolve the matter with us directly first, as this is typically faster and more straightforward.

10.3 Governing Law

This Refund Policy and any disputes arising from it shall be governed by the laws of the United States. Any legal proceedings shall be conducted in the appropriate jurisdiction based on the location of the business and applicable federal or state law.

11. Fraud Prevention

We take the integrity of our refund process seriously. Mod Pizza reserves the right to deny refund requests that show signs of abuse, fraud, or misuse of our refund policy. This includes, but is not limited to, customers who repeatedly submit refund requests without legitimate cause, provide false or misleading information, or engage in any form of refund fraud.

If we determine that a refund request has been submitted fraudulently, we reserve the right to suspend or terminate the customer's account and report the activity to relevant authorities in accordance with applicable law.

12. Policy Amendments

We reserve the right to update or modify this Refund Policy at any time. Changes will be posted on this page with a revised "Last Updated" date. Continued use of our services following any modification constitutes your acceptance of the updated policy. We encourage customers to review this policy periodically to stay informed of any changes.

13. Contact Information for Refund Requests

For all refund-related inquiries, please contact our customer support team using the following information: