Refund Policy

Effective Date: April 15, 2026 | Last Updated: April 15, 2026

1. Introduction

This Refund Policy applies to all purchases, orders, and transactions made through our website pizzas-jets.top, by phone, or in person at any Jet's Pizza location. By placing an order with us, you agree to the terms outlined in this policy. We reserve the right to update this policy at any time, and changes will be effective immediately upon posting to our website.

Our goal is to ensure every customer receives fresh, high-quality food prepared to their satisfaction. We understand that occasionally issues may arise, and we are dedicated to resolving them quickly and fairly in accordance with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act.

2. Eligibility Conditions for Refunds

To be eligible for a refund, the following conditions must generally be met:

• The refund request must be submitted within the eligible timeframe outlined in Section 3 of this policy.
• The issue must be reported with sufficient detail, including your order number, the nature of the problem, and, where applicable, photographic evidence of the product issue.
• The order must have been placed and paid for through an authorized Jet's Pizza channel, including our website pizzas-jets.top, by phone, or in-store.
• The issue must be attributable to an error on our part, such as incorrect items delivered, missing items, food quality concerns, or delivery failures.
• For delivery orders, the customer must have been present and accessible at the delivery address at the time of the scheduled delivery attempt.

Refund eligibility may be affected by the following circumstances:

• Customer error in placing the order (e.g., incorrect address entered, incorrect item selected), though we will still make reasonable efforts to assist.
• Change of mind after the order has been prepared or dispatched.
• Failure to report the issue within the required timeframe.

3. Timeframes for Refund Requests

We understand that food-related issues are time-sensitive. The following timeframes apply for submitting a refund request:

4. Non-Refundable Items and Services

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

• Customized orders: Items that were specially prepared according to specific customer instructions, where the preparation was completed correctly as requested.
• Consumed orders: Orders or portions of orders that have been substantially consumed, unless a food safety or quality issue is documented.
• Delivery fees: Delivery charges are non-refundable unless the delivery was not completed due to an error on our part.
• Promotional items: Free items provided as part of a promotion or bonus offer are not eligible for cash refunds.
• Gift cards and vouchers: Once purchased or activated, gift cards and promotional vouchers are non-refundable and non-transferable for cash value.
• Third-party platform orders: Orders placed through third-party delivery platforms (such as DoorDash, Uber Eats, Grubhub, etc.) are subject to the refund policies of those respective platforms. Please contact the platform directly for refund assistance.
• Donations and tips: Any tips added to an order or charitable donations made at checkout are non-refundable.

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

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

1. Step 1 — Gather Your Information: Before contacting us, please have the following information ready:
   • Your full name and contact information
   • Your order number or confirmation number
   • The date and time of your order
   • A description of the issue
   • Photos of the food or packaging, if applicable (especially for quality or incorrect item issues)
2. Step 2 — Contact Us: Reach out to our customer service team using one of the following methods:
   • Email: [email protected]
   • Website: pizzas-jets.top (use the Contact Us form)
3. Step 3 — Submit Your Request: Provide all relevant information to our customer service representative. If submitting by email, include all required details listed in Step 1 and attach any supporting photos.
4. Step 4 — Receive Confirmation: Our team will acknowledge your request within 1 business day and may follow up with additional questions to assess your claim.
5. Step 5 — Review and Decision: Our customer service team will review your request and make a determination within 3–5 business days. You will be notified of the outcome via the contact method you provided.
6. Step 6 — Refund Processed: If your request is approved, your refund will be processed according to the timelines listed in Section 6 of this policy.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the processing time will vary depending on your original payment method:

Please note that while we process refunds on our end promptly, the time it takes for the refund to appear in your account may be subject to your bank or financial institution's processing schedule, which is beyond our control. If you have not received your refund after 10 business days, please contact your bank first, and then reach out to us at [email protected].

7. Partial Refunds

In some circumstances, we may issue a partial refund rather than a full refund. Partial refunds may be appropriate when:

• Only a portion of your order was incorrect or missing (a refund will be issued for the affected items only).
• A food quality issue affected only part of the order, and the remaining items were satisfactory.
• The customer made a partial error in the order (e.g., one item was customized incorrectly by the customer, while other items were prepared correctly).
• A promotional discount or coupon was applied to the original order; the refund amount may be adjusted proportionally.

In the case of a partial refund, our customer service team will clearly communicate the refund amount and the rationale for the partial determination before processing.

8. Exchange Policy

In many situations, rather than issuing a monetary refund, we may offer to replace or re-prepare your order as a first resolution. This approach is often faster and ensures you receive your meal promptly.

8.1 Order Replacements

If your order was incorrect or did not meet quality standards, we will, where feasible, offer to:

• Re-prepare and re-deliver the correct item(s) at no additional charge.
• Prepare a replacement order for pickup at your nearest Jet's Pizza location.

8.2 Store Credit

If a replacement is not practical or is declined by the customer, we may offer store credit equivalent to the value of the affected item(s) or the full order value, depending on the situation. Store credit can be applied to future orders placed through pizzas-jets.top or by phone.

8.3 Customer Preference

We will work with each customer to determine the most appropriate resolution, whether that is a replacement, store credit, or monetary refund, based on the nature of the issue and the customer's preference, subject to the conditions outlined in this policy.

9. Cancellation Policy

9.1 Order Cancellation Before Preparation

You may cancel your order for a full refund if you contact us before the order has entered the preparation stage. Since our kitchen typically begins preparing orders within minutes of receipt, prompt action is essential.

9.2 Order Cancellation During or After Preparation

Once an order has entered the preparation stage or has been dispatched for delivery, cancellations may not be accepted or may only be eligible for a partial refund or store credit, at our discretion. The following applies:

• If the order has been prepared but not yet dispatched, we may cancel and issue a partial refund, deducting the cost of food preparation.
• If the order has been dispatched for delivery, the cancellation will generally not be accepted for a refund, unless a delivery failure occurs.
• In-store orders prepared and received by the customer cannot be cancelled.

9.3 How to Cancel

To cancel an order, contact us immediately via:

• Email: [email protected]
• Website: pizzas-jets.top

Please include your order number and reason for cancellation in your request.

10. Dispute Resolution Process

We are committed to resolving all customer concerns fairly and promptly. If you are not satisfied with the outcome of your refund or cancellation request, the following dispute resolution process applies:

10.1 Internal Review

If you believe your refund request was incorrectly denied or handled, you may request an internal review by contacting our customer service team at [email protected] and specifically requesting an escalated review. Please include:

• Your original order and request details
• The decision you received
• The reason you believe the decision was incorrect
• Any additional supporting documentation

Internal review requests will be addressed within 5–7 business days by a senior member of our customer relations team.

10.2 Chargeback Rights

As a consumer in the United States, you retain the right to dispute unauthorized or erroneous charges with your bank or credit card issuer through the chargeback process. We encourage customers to contact us first to resolve issues directly before initiating a chargeback, as we are typically able to resolve matters faster. However, we fully respect your rights under the Fair Credit Billing Act (FCBA) and applicable payment network rules.

10.3 Consumer Protection Resources

If you believe your consumer rights have been violated, you may also file a complaint with:

• Federal Trade Commission (FTC): www.ftc.gov or 1-877-FTC-HELP
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your state's Attorney General Office or state consumer protection agency.

10.4 Governing Law

This Refund Policy and any disputes arising from it shall be governed by the laws of the United States and the applicable state laws of the state in which your transaction occurred. Any unresolved disputes may be subject to binding arbitration or litigation in a court of competent jurisdiction in the United States, as applicable.

11. Special Circumstances

11.1 Allergies and Dietary Requirements

If you have a food allergy or dietary restriction and received an item that did not comply with instructions you provided, please contact us immediately. We take food safety and allergy concerns extremely seriously. In such cases, a full refund or replacement will be prioritized, and the matter will be reviewed internally to prevent recurrence.

11.2 Food Safety Complaints

If you believe a food product caused illness or contains a foreign object or hazardous material, please retain the product (if safe to do so), document the issue with photographs, and contact us at [email protected] immediately. Such reports may also be filed with your local health department or the U.S. Food and Drug Administration (FDA).

11.3 Technical Issues

If you experienced a technical issue on our website that resulted in a duplicate charge, incorrect order submission, or payment error, please contact us within 14 days at [email protected] with details of the issue and your transaction records. We will investigate and resolve such issues promptly.

12. Contact Information for Refund Requests

For all refund requests, cancellations, or questions related to this policy, please contact our customer service team using the information below:

13. Policy Updates

Jet's Pizza reserves the right to modify or update this Refund Policy at any time to reflect changes in our business practices, applicable laws, or customer feedback. Any changes will be posted on our website at pizzas-jets.top with a revised effective date. Your continued use of our services after the posting of changes constitutes your acceptance of the updated policy.

We encourage you to review this Refund Policy periodically to stay informed of our current practices.