Refund Policy

At Jet's Pizza, we are committed to delivering a high-quality food experience with every order. We understand that sometimes things do not go as expected, and we want to make sure our customers are treated fairly. This Refund Policy explains your rights and our obligations when it comes to refunds, cancellations, exchanges, and disputes related to orders placed through our website at pizzajets.rest or through any other ordering channels we operate.

Please read this policy carefully before placing an order. By completing a purchase with us, you agree to the terms described in this document. If you have any questions, please contact us at [email protected] before placing your order.

1. Our Commitment to Customer Satisfaction

Jet's Pizza takes great pride in the quality of our food and service. Every pizza, side dish, and beverage is prepared with care and attention to detail. However, we recognize that errors can occasionally occur — whether due to incorrect orders, quality issues, or delivery problems. When that happens, we are here to make it right.

This policy applies to all orders placed directly through pizzajets.rest, by phone, or through any official Jet's Pizza ordering platform. Orders placed through third-party delivery applications may be subject to separate refund policies governed by those platforms.

2. Eligibility Conditions for Refunds

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

• Incorrect Order: You received items that are different from what you ordered (e.g., wrong toppings, wrong size, wrong crust type).
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food you received was undercooked, overcooked, spoiled, or otherwise unfit for consumption.
• Allergic Ingredients: Your order contained an ingredient you specifically requested to be excluded due to an allergy or dietary restriction, provided that exclusion was clearly noted at the time of ordering.
• Order Not Delivered: Your delivery order was never received, and tracking or confirmation indicates a failure on our end.
• Duplicate Charge: You were charged more than once for the same order due to a payment processing error.
• Significant Delay: Your order arrived significantly later than the estimated delivery time (generally more than 45 minutes beyond the quoted time), and the food quality was negatively affected as a result.

Refund eligibility is determined on a case-by-case basis. Our customer service team reserves the right to request supporting evidence such as photographs of the food received before approving a refund.

3. Timeframes for Refund Requests

To be considered for a refund, you must contact us within the following timeframes:

Requests submitted outside of these timeframes may not be eligible for a refund. We encourage all customers to inspect their order upon receipt and contact us as soon as a problem is identified.

4. Non-Refundable Items and Situations

Not all situations qualify for a refund. The following items and circumstances are generally non-refundable:

5. How to Request a Refund — Step by Step

If you believe you are eligible for a refund, please follow these steps to submit your request efficiently:

1. Step 1 — Document the Issue: Take clear photographs of the food, packaging, or receipt that shows the problem. This documentation will support your claim and speed up the review process.
2. Step 2 — Contact Us Promptly: Reach out to our customer service team via email at [email protected] or visit our website at pizzajets.rest to submit a refund request form.
3. Step 3 — Provide Order Details: Include your full name, order number, date and time of the order, the item(s) in question, and a clear description of the issue.
4. Step 4 — Attach Supporting Evidence: Upload or attach any photographs or screenshots that support your claim.
5. Step 5 — Await Confirmation: Our team will acknowledge your request within 1 business day and may follow up with additional questions if needed.
6. Step 6 — Review Decision: We will review all submitted information and notify you of our decision within 3 to 5 business days of receiving your complete request.
7. Step 7 — Refund Issued: If approved, your refund will be processed according to the payment method used and the timelines described in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to reflect in your account depends on the original payment method used:

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

7. Partial Refunds

In some situations, a partial refund may be granted rather than a full refund. Partial refunds may apply when:

• Only some items in an order were incorrect, missing, or unsatisfactory — the refund will be limited to the value of the affected items.
• The food quality issue affected part of the order but the remainder was acceptable and consumed.
• A delivery delay was experienced, but the food was still received and in acceptable condition — in this case, a partial refund or discount on a future order may be offered at our discretion.
• A discount, coupon, or promotional credit was applied to the original order — the refund will be calculated based on the actual amount paid after discounts.

Our team will always communicate the specific amount being refunded and the reason for any partial refund decision.

8. Exchange Policy

For food safety and health reasons, we do not accept returns of food items. However, in cases where your order was incorrect or did not meet our quality standards, we may offer to re-make and re-deliver your order free of charge as an alternative to a monetary refund.

Exchanges or re-orders are subject to the following conditions:

• The replacement order must be for the same item(s) as originally ordered, or items of equivalent value.
• The re-order must be requested within the same timeframes as a standard refund request (see Section 3).
• Replacement orders are only available for delivery or in-store pickup during our standard operating hours.
• We reserve the right to offer a store credit instead of a replacement order in certain circumstances, such as ingredient unavailability.

9. Cancellation Policy

Because our food is freshly prepared upon order receipt, cancellations must be made quickly. The following cancellation terms apply:

To cancel an order, please contact us immediately via email at [email protected] or visit pizzajets.rest and reference your order number.

10. Dispute Resolution Process

We strongly prefer to resolve all refund and billing issues directly and amicably. If you are not satisfied with the outcome of your refund request, we encourage you to follow the steps below before pursuing formal action:

1. Internal Escalation: Contact us at [email protected] and request that your case be escalated to a senior customer service representative or manager. Please include your original refund request reference number.
2. Written Complaint: Submit a formal written complaint via email detailing the issue, the outcome you received, and the resolution you are seeking. We will respond within 5 business days.
3. Chargeback Rights: If you paid by credit card or debit card and believe you have been wrongly charged, you have the right to initiate a chargeback through your bank or card issuer. However, we ask that you contact us first, as chargebacks initiated without prior contact may result in suspension of your account.
4. Consumer Protection Agencies: Customers in the United States have the right to file a complaint with the Federal Trade Commission (FTC) at ftc.gov/complaint, or with their state attorney general's office, if they believe their consumer rights have been violated.
5. Informal Mediation: If a dispute cannot be resolved through the above steps, both parties agree to attempt resolution through informal mediation before pursuing any legal action.

Nothing in this Refund Policy limits your rights under applicable U.S. federal or state consumer protection laws, including the FTC Act and applicable state regulations.

11. Changes to This Policy

Jet's Pizza reserves the right to update or modify this Refund Policy at any time. Changes will be effective immediately upon posting to pizzajets.rest with the updated effective date noted at the top of this page. We encourage customers to review this policy periodically to stay informed of any updates. Continued use of our services after changes are posted constitutes acceptance of the revised policy.

12. Contact Information for Refund Requests

For all refund-related inquiries, cancellations, or complaints, please contact our customer service team using the information below. We are committed to responding to all requests promptly and professionally.

When contacting us, please have the following information ready to help us assist you as quickly as possible:

• Your full name
• Order number and date of purchase
• Description of the issue
• Photographs or supporting documentation (if applicable)
• Your preferred resolution (refund, replacement, store credit)