Refund Policy

Last Updated: May 13, 2026

1. Introduction

At Jet's Pizza, we are committed to providing our customers with high-quality food and an exceptional dining experience. We understand that there may be occasions where an order does not meet your expectations, and we want to ensure that any issues are resolved promptly and fairly.

This Refund Policy governs all purchases made through our website pizzajets-meal.top and is designed to comply with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act and relevant state regulations. This policy applies to all online food orders placed through our platform.

Our goal is to handle every refund and complaint with transparency and efficiency. If you have any questions about this policy, please do not hesitate to contact us at [email protected].

2. Eligibility Conditions for Refunds

We will consider a refund request valid and eligible under the following circumstances:

• Incorrect Order: You received items that are different from what you ordered (e.g., wrong toppings, wrong pizza size, wrong menu items).
• Missing Items: One or more items from your order were not included in your delivery or pickup.
• Food Quality Issues: The food received was of unacceptable quality, including but not limited to undercooked or overcooked food, foreign objects found in the food, or food that appeared spoiled or unsafe to consume.
• Significant Delivery Delay: Your order was delivered significantly later than the estimated delivery time provided at checkout, and the food was no longer fit for consumption as a result.
• Damaged Order: Your order arrived in a condition that made it unsuitable for consumption due to packaging failure or handling issues.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical or processing error.
• Unauthorized Transactions: A charge was made to your account without your authorization. Please note that unauthorized transaction claims may require coordination with your bank or card issuer.

To be eligible for a refund, the claim must be submitted within the timeframes specified in Section 3 of this policy. Claims submitted after the applicable deadline may not be honored.

3. Timeframes for Refund Requests

We require that refund requests be submitted within the following timeframes to ensure we can properly investigate and address your concern:

We strongly encourage customers to inspect their orders upon receipt and contact us immediately if any issues are identified. Prompt notification allows us to address the problem more effectively and increases the likelihood of a satisfactory resolution.

4. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds. These include:

• Change of Mind: Refunds will not be issued simply because you changed your mind about an order after it has been prepared or dispatched for delivery.
• Customer-Caused Issues: If the order issue was caused by incorrect information provided by the customer (e.g., wrong delivery address, incorrect order instructions), a refund will not be issued.
• Consumed or Partially Consumed Orders: Orders that have been substantially consumed cannot be returned or refunded, except in cases of genuine food safety concerns.
• Promotional and Discounted Items: Items purchased using special promotions, coupons, or discount codes may have limited refund eligibility, and the refund amount will be calculated based on the actual amount paid.
• Delivery Fees: Delivery fees are generally non-refundable once the delivery process has been initiated, unless the delivery was not attempted or was canceled by us.
• Service Fees and Taxes: Platform service fees and applicable taxes are non-refundable once an order has been confirmed and processed.
• Customized or Special Orders: Orders placed with specific customizations that were accurately fulfilled according to customer instructions are not eligible for refunds on the basis of preference.
• Gift Cards and Vouchers: Digital gift cards and vouchers are non-refundable and non-transferable once purchased.

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

To request a refund, please follow these steps to ensure your request is processed as quickly as possible:

1. Step 1 – Contact Us Promptly: Reach out to our customer support team as soon as possible after identifying the issue. You can contact us via email at [email protected] or through our website at pizzajets-meal.top.
2. Step 2 – Provide Your Order Details: Include your full name, the email address used to place the order, your order number (found in your confirmation email), and the date and time the order was placed.
3. Step 3 – Describe the Issue: Clearly describe the problem you experienced with your order. Be as specific as possible, including which items were affected and the nature of the issue.
4. Step 4 – Submit Supporting Evidence: Where applicable, attach photographs or videos clearly showing the issue (e.g., incorrect item, food quality problem, damaged packaging). Visual evidence significantly helps us assess your claim quickly and accurately.
5. Step 5 – Await Confirmation: Once we receive your refund request, our team will send you a confirmation email within 24 hours acknowledging that your request has been received and is under review.
6. Step 6 – Review and Decision: Our customer service team will review your request, which may include an internal investigation. We aim to provide a resolution decision within 2 to 5 business days of receiving your complete refund request with all required information.
7. Step 7 – Refund Issuance: If your refund is approved, the refund will be processed to your original payment method within the timeframes outlined in Section 6 below.

6. 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 payment method:

Please note that while we process refunds promptly on our end, the actual appearance of funds in your account is subject to your financial institution's processing policies. We recommend contacting your bank if you have not received your refund within the stated timeframe after receiving our refund confirmation.

7. Partial Refunds

In certain situations, we may issue a partial refund rather than a full refund. Partial refunds may apply under the following conditions:

• Only specific items in your order were affected by the issue, while other items were received correctly and in satisfactory condition.
• The food quality issue affected only a portion of the order.
• A delivery delay impacted only part of an order (e.g., a multi-item order where some items arrived on time and in good condition).
• The customer consumed a substantial portion of the order before identifying the issue.
• A promotional discount was applied to the original order, in which case the refund will reflect the proportional discounted value.
• The issue reported was a minor inconvenience rather than a complete failure to fulfill the order.

In all partial refund cases, our customer service team will communicate the reasoning behind the partial refund amount and provide a clear breakdown of the refunded items or amounts. Customers who disagree with a partial refund decision may escalate the matter through our dispute resolution process described in Section 10.

8. Exchange Policy

Due to the perishable nature of food products, traditional product exchanges are not possible for most food items. However, we offer the following exchange accommodations where applicable:

• Replacement Order: In cases where your order was incorrect or unsatisfactory, we may offer to send a replacement order at no additional charge, subject to availability and operational feasibility.
• Store Credit Exchange: Instead of a monetary refund, customers may opt to receive store credit equivalent to the value of the affected items, which can be applied to a future order on pizzajets-meal.top.
• Item Substitution: If a specific menu item is unavailable at the time of a replacement, we may offer a comparable substitute of equal or greater value, subject to customer approval.

Exchange requests are subject to the same eligibility conditions and timeframes as refund requests. To request an exchange, please follow the steps outlined in Section 5 and specify your preference for an exchange rather than a monetary refund.

9. Cancellation Policy

We understand that circumstances can change after an order is placed. Our cancellation policy is as follows:

9.1 Cancellation Before Order Preparation

If you wish to cancel your order, you must do so within 5 minutes of placing the order. Orders can be canceled during this window by contacting our customer support immediately at [email protected]. If the cancellation request is received before preparation begins, you will receive a full refund to your original payment method.

9.2 Cancellation After Order Preparation Has Begun

Once our kitchen team has begun preparing your order, cancellations can no longer be accepted, and no refund will be issued. The preparation process begins rapidly after order confirmation to ensure timely delivery.

9.3 Cancellation Due to Our Error

In the rare event that we need to cancel your order due to circumstances on our end (e.g., ingredient unavailability, technical errors, or inability to complete delivery), you will receive a full refund, including any delivery fees charged, within the applicable processing timeframe for your payment method.

9.4 Cancellation During Delivery

Orders cannot be canceled once they have been dispatched for delivery. If you are unavailable to receive your order at the time of delivery, please contact us to discuss available options. Failure to receive a delivered order does not automatically qualify for a refund.

10. Dispute Resolution Process

If you are not satisfied with the outcome of a refund request or if a dispute arises regarding a charge or order, we encourage the following resolution process:

10.1 Internal Escalation

First, please escalate your concern by sending a detailed written complaint to [email protected] with the subject line "Dispute – Order #[Your Order Number]". Include all relevant details, prior correspondence, and the specific resolution you are seeking. Our management team will review escalated disputes and respond within 5 business days.

10.2 Chargeback Notice

We strongly encourage customers to work directly with us to resolve disputes before initiating a chargeback with their bank or credit card issuer. In accordance with the FTC Act and applicable U.S. consumer protection regulations, customers retain the right to dispute charges with their financial institution. However, providing us the opportunity to resolve the issue first often results in a faster resolution.

10.3 Consumer Protection Resources

If you believe your consumer rights have been violated, you may contact the following U.S. consumer protection bodies:

• Federal Trade Commission (FTC): www.ftc.gov or 1-877-FTC-HELP
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Better Business Bureau (BBB): www.bbb.org

10.4 Governing Law

This Refund Policy and any disputes arising from it shall be governed by and construed in accordance with the laws of the United States and applicable state laws. Any unresolved disputes may be subject to binding arbitration in accordance with applicable laws.

11. Changes to This Refund Policy

Jet's Pizza reserves the right to update, modify, or revise this Refund Policy at any time. Changes will become effective immediately upon posting to our website at pizzajets-meal.top. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage you to review this policy periodically to stay informed of any changes. Continued use of our services following any modifications constitutes your acceptance of the revised policy.

12. Contact Information

For all refund requests, cancellations, exchanges, or questions regarding this Refund Policy, please contact our customer support team using the details below: