Refund Policy

Effective Date: July 24, 2026 | Last Updated: July 24, 2026

1. Introduction

At Jet's Pizza, we are committed to delivering fresh, high-quality food and an exceptional customer experience with every order. We understand that issues can occasionally arise, and we want to ensure that our customers are treated fairly and consistently when problems occur.

This Refund Policy outlines your rights and our obligations regarding refunds, exchanges, cancellations, and dispute resolution for all orders placed through our website at jets-newpizza.click. Our policy complies with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act and relevant state regulations.

If you have any questions about this policy, please contact us at [email protected] before placing your order.

2. Eligibility Conditions for Refunds

We want every customer to be satisfied with their order. A refund may be issued under the following conditions:

2.1 Qualifying Refund Situations

• Incorrect Order: You received an item that differs significantly from what you ordered (e.g., wrong toppings, wrong size, wrong items included).
• Missing Items: One or more items from your order were not included in your delivery or pickup.
• Food Quality Issues: The food you received was undercooked, overcooked, spoiled, or otherwise not fit for consumption at the time of delivery or pickup.
• Damaged Food: Your order arrived in a condition that rendered it inedible due to damage during preparation or delivery.
• Duplicate Charges: You were charged more than once for the same order due to a technical or processing error.
• Failed Order: Your payment was processed but no order was placed or confirmed on our end.
• Significantly Late Delivery: Your order was delivered significantly beyond the estimated delivery time and is no longer acceptable to you, subject to review.

2.2 Conditions That Must Be Met

To be eligible for a refund, the following general conditions must be satisfied:

• The refund request must be submitted within the applicable timeframe as described in Section 3.
• You must provide your order confirmation number or proof of purchase.
• You must clearly describe the issue and, where applicable, provide photographic evidence of the problem (e.g., wrong item, damaged food, missing items).
• The issue must be reported before the food has been substantially consumed, unless the issue was discovered after partial consumption (in which case a partial refund may apply).

3. Timeframes for Refund Requests

Timely reporting is essential for us to investigate and resolve your issue effectively. The following timeframes apply:

4. Non-Refundable Items and Situations

Not all situations qualify for a refund. The following are generally not eligible for refunds:

• Change of Mind: You simply changed your mind after placing your order or after the food was prepared.
• Incorrect Address: The order was delivered to the wrong address due to an error you made when placing the order.
• Customization Errors: You made an error in specifying toppings, sizes, or special instructions at the time of ordering.
• Personal Taste Preferences: You dislike the taste, flavor, or style of the food, provided it was prepared correctly according to your order.
• Promotional or Discounted Items: Items purchased using certain promotional coupons or discount codes may be non-refundable as indicated at the time of the promotion.
• Late Pickup: If you ordered for pickup and failed to pick up your order within a reasonable time after it was ready, resulting in quality degradation.
• Partially Consumed Orders: Orders that have been largely consumed before the issue was reported are generally not eligible for a full refund.
• Third-Party Delivery Issues: Delays or delivery problems caused solely by third-party delivery services not under our direct control may be subject to a separate dispute process with that third party.

5. How to Request a Refund

We have made the refund request process as straightforward as possible. Please follow the steps below:

Step-by-Step Refund Request Process

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your funds depends on your original payment method:

Please note that while we process refunds promptly on our end, the time for the funds to appear in your account may vary depending on your financial institution or payment provider. We are not responsible for delays caused by banks or payment processors.

7. Partial Refunds

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

• Partial Order Issue: Only one or a few items from your order were incorrect, missing, or unsatisfactory, while the rest of your order was delivered correctly.
• Partial Consumption: The issue was discovered after a portion of the food was consumed, and only the remaining unconsumed portion was found to be unsatisfactory.
• Minor Quality Concerns: The food was edible but did not fully meet our quality standards (e.g., slightly incorrect topping amounts, minor presentation issues).
• Delivery Delay with Partial Acceptance: The order was accepted despite being late, but compensation for the inconvenience is warranted.

The amount of a partial refund will be determined at our discretion based on the nature and extent of the issue. We will communicate the specific refund amount to you before processing.

8. Exchange Policy

Due to the perishable nature of our food products, direct exchanges are generally not available in the traditional sense. However, we may offer the following alternatives in lieu of or in addition to a refund:

• Replacement Order: In cases where an incorrect item was delivered, we may offer to prepare and send a replacement item at no additional charge, subject to feasibility and timing.
• Store Credit: Instead of a cash refund, you may choose to receive store credit of equal or greater value to be used on a future order.
• Complimentary Items: For minor inconveniences or quality concerns, we may offer complimentary items on your next order as a goodwill gesture.

Replacement orders are subject to availability and operating hours. We reserve the right to determine the most appropriate remedy based on the specific circumstances of each case.

9. Cancellation Policy

Given the nature of food preparation, our ability to cancel orders is time-sensitive. Please review the following cancellation guidelines:

9.1 Online and Phone Orders

• Cancellations Within 5 Minutes of Ordering: If you cancel your order within 5 minutes of placing it and before food preparation has begun, you are entitled to a full refund.
• Cancellations After Food Preparation Has Begun: Once your order has entered the preparation stage, cancellation is generally not possible and no refund will be issued.
• Cancellations Due to Excessive Wait Times: If your order has not yet been prepared and the estimated wait time has been significantly exceeded without notice, you may request a cancellation for a full refund.

9.2 How to Cancel an Order

To cancel an order, please contact us immediately via:

• Email: [email protected] (for non-urgent cancellations)
• Website: jets-newpizza.click

Please include your order number and the reason for cancellation. Cancellations are only confirmed once you receive a written acknowledgment from our team.

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 request, you may use the following dispute resolution process:

10.1 Internal Escalation

If your initial refund request was denied or you are dissatisfied with the resolution offered, you may escalate your complaint by emailing [email protected] with the subject line "Refund Dispute Escalation – [Your Order Number]." A senior member of our customer service team will review your case and respond within 3–5 business days.

10.2 Chargeback Rights

As a consumer in the United States, you may have the right to dispute a charge with your credit card issuer or bank if you believe a charge was unauthorized or if we have failed to resolve a valid complaint. We encourage you to attempt to resolve the issue with us directly before initiating a chargeback, as this allows us to address your concern more quickly.

10.3 Consumer Protection Agencies

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

• Federal Trade Commission (FTC): www.ftc.gov
• Consumer Financial Protection Bureau (CFPB): For payment and billing disputes, www.consumerfinance.gov
• Your State Attorney General's Office: For state-specific consumer protection complaints
• Better Business Bureau (BBB): www.bbb.org

10.4 Governing Law

This Refund Policy is governed by the laws of the United States and the applicable laws of the state in which our business operates. Any disputes arising from this policy shall be subject to the jurisdiction of the competent courts in the applicable state, unless otherwise agreed upon in writing.

11. Policy Modifications

Jet's Pizza reserves the right to modify, update, or change this Refund Policy at any time. Any changes will be effective immediately upon posting to our website at jets-newpizza.click. We encourage you to review this policy periodically. Continued use of our services following any changes constitutes your acceptance of the revised policy.

12. Contact Information for Refund Requests

For all refund requests, cancellations, exchanges, or related inquiries, please contact us using the following details:

This Refund Policy was last updated on July 24, 2026. All previous versions of this policy are superseded by this document.