Refund Policy

Effective Date: March 25, 2026 | Last Updated: March 25, 2026

1. Overview

This Refund Policy applies to all orders placed through our website jetspizza.click, 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 encourage you to read this document carefully before completing your purchase.

Jet's Pizza is committed to providing fresh, high-quality food prepared to your specifications. In the rare event that your order does not meet our quality standards, we are here to make it right. This policy is designed to be fair, transparent, and consistent with applicable United States consumer protection laws, including guidelines set forth by the Federal Trade Commission (FTC).

2. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund under the following circumstances:

• Incorrect Order: You received an item that is different from what you ordered (e.g., wrong toppings, wrong size, wrong crust type).
• Missing Items: Part of your order was not included in your delivery or pickup bag.
• Food Quality Issues: The food you received was undercooked, overcooked, or otherwise did not meet reasonable quality standards upon delivery or pickup.
• Food Safety Concerns: You discovered a foreign object in your food or have a legitimate reason to believe the food posed a health or safety risk.
• Late Delivery: Your delivery arrived significantly later than the quoted delivery time, and the food quality was compromised as a result.
• Damaged Order: Your order arrived in a physically damaged condition that was not caused by mishandling after delivery.
• Duplicate Charges: Your payment method was charged more than once for the same order.
• Order Not Received: You did not receive your delivery order despite confirmation that it was dispatched.

To qualify for a refund, the issue must be reported within the timeframes specified in Section 3 below. We reserve the right to request photographic evidence or other supporting documentation to verify the claim.

3. Timeframes for Refund Requests

Given the perishable nature of food products, refund requests must be submitted within specific timeframes:

Requests submitted outside of these windows may not be eligible for a refund. We strongly encourage you to inspect your order upon receipt and contact us immediately if there is a problem.

4. Non-Refundable Items and Situations

Certain items and situations are not eligible for refunds. These include, but are not limited to:

• Change of Mind: Refunds will not be issued simply because you changed your mind after placing and receiving your order.
• Customer-Caused Errors: If you incorrectly entered your order details (e.g., wrong address, wrong toppings selected), and the order was prepared and delivered as specified, no refund will be issued.
• Consumed Food: If you have consumed a significant portion of your order before contacting us with a complaint, a refund may be denied or reduced at our discretion.
• Promotional and Discounted Items: Items purchased as part of a limited-time promotion or at a heavily discounted price may not be eligible for refunds unless a genuine quality issue is confirmed.
• Delivery Fees: Delivery charges are generally non-refundable once the delivery has been dispatched, except in cases where the order was not delivered at all.
• Gift Cards and Store Credits: Gift cards and promotional credits are non-refundable and cannot be exchanged for cash.
• Customized Special Requests: Items prepared with special customizations beyond our standard menu options may not be eligible for a refund if the order was prepared as requested.

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

To submit a refund request, please follow these steps:

1. Step 1 – Document the Issue: Take clear photographs of the problem, such as the incorrect item, missing food, damaged packaging, or any quality issue. This documentation will help us process your request faster.
2. Step 2 – Gather Your Order Information: Locate your order confirmation number, the date and time of your order, the name on the order, and your payment method. This information is available in your confirmation email or account history on jetspizza.click.
3. Step 3 – Contact Us: Reach out to us using one of the following methods:
   • Email: [email protected]
   • Website: jetspizza.click
4. Step 4 – Provide Details: In your message, include your order number, a description of the problem, the resolution you are seeking (refund, replacement, or store credit), and any photos or supporting documentation.
5. Step 5 – Await Review: Our customer service team will review your request and respond within 1–2 business days. We may follow up with additional questions to better understand the issue.
6. Step 6 – Resolution: Once your request has been reviewed and approved, we will process your refund, issue a replacement order, or provide store credit as agreed upon.

6. Refund Processing Times by Payment Method

Once a refund has been approved, processing times vary depending on the payment method used:

Please note that while we process refunds promptly on our end, your bank or financial institution may have its own processing timelines that are outside of our control. If you do not see your refund after the stated period, we recommend contacting your bank directly before reaching out to us.

7. Partial Refunds

In some situations, a partial refund may be more appropriate than a full refund. Partial refunds may be issued when:

• Only a portion of your order was incorrect or missing.
• The food quality issue affected only one or a few items in a larger order.
• A significant portion of the food was consumed before the complaint was submitted.
• The issue was minor and did not substantially affect your overall dining experience.
• A delivery delay occurred but the food remained in acceptable condition.

The amount of a partial refund will be calculated based on the value of the affected item(s), including applicable taxes. Our customer service team will communicate the proposed partial refund amount and reason clearly when applicable.

8. Exchange Policy

In many cases, rather than issuing a monetary refund, we may offer to replace your order or the affected item(s) at no additional charge. This exchange option is available when:

• The incorrect item was delivered and you would still like to receive the correct item.
• A quality issue can be resolved by preparing a fresh replacement.
• You prefer a replacement over a cash refund.

Replacement orders are subject to availability and standard delivery or pickup times. If a replacement is not feasible (e.g., the kitchen is closed or the item is temporarily unavailable), we will default to a refund or store credit. We will always work with you to find the most convenient solution.

Please note that exchanges are not available for orders placed with third-party delivery platforms (such as DoorDash, Uber Eats, or Grubhub). In such cases, you must contact the third-party platform directly to request a replacement or refund, as those transactions fall under their respective policies.

9. Cancellation Policy

We understand that plans change. Our cancellation policy is as follows:

9.1 Online and Phone Orders

• Before Preparation Begins: If you cancel your order before our kitchen has started preparing it, you are entitled to a full refund. Cancellation windows can be very short — typically 5 minutes or less from the time the order is confirmed — due to the speed of our preparation process.
• After Preparation Has Begun: If preparation has already started, cancellations may not be accepted, or a cancellation fee may apply to cover the cost of ingredients already used.
• After Dispatch (Delivery Orders): Orders that have already been dispatched for delivery cannot be cancelled. If the order is refused upon delivery, a refund will not be issued.

9.2 Catering and Large Orders

For catering or large group orders (10 or more pizzas or equivalent), the following cancellation terms apply:

• Cancellations made more than 48 hours before the scheduled time: Full refund.
• Cancellations made 24–48 hours before the scheduled time: 50% refund.
• Cancellations made less than 24 hours before the scheduled time: No refund.

To cancel a catering order, please contact us as soon as possible at [email protected].

9.3 Third-Party Platform Orders

For orders placed through third-party delivery services, cancellation must be requested through that platform's app or customer service. Jet's Pizza does not control and is not responsible for cancellation policies applied by third-party platforms.

10. Dispute Resolution Process

We aim to resolve all refund-related issues amicably and as quickly as possible. If you are not satisfied with the outcome of your refund request, the following dispute resolution process applies:

Step 1: Internal Escalation

If your initial refund request was not resolved to your satisfaction, you may request to escalate the matter to a senior member of our customer service team. Please reply to your existing email thread or contact us again at [email protected] and clearly state that you are requesting an escalation.

Step 2: Formal Written Complaint

If escalation does not resolve the matter, you may submit a formal written complaint to us via email. Your complaint should include all relevant order details, a summary of the issue, the steps already taken, and the resolution you are seeking. We will respond to formal complaints within 5 business days.

Step 3: External Dispute Resolution

If we are unable to reach a mutually satisfactory resolution, you may have additional rights under applicable federal and state laws. These include:

• FTC Complaint: You may file a complaint with the Federal Trade Commission (FTC) at ftc.gov.
• State Consumer Protection Agencies: Depending on your state, you may have access to additional consumer protection remedies through your state attorney general's office.
• Credit Card Chargeback: If you paid by credit card, you may initiate a chargeback through your card issuer if you believe the charge was unauthorized or fraudulent. Please note that initiating a chargeback without first attempting to resolve the issue directly with us may result in the suspension of your account.

We are committed to resolving all disputes in good faith and encourage open communication before seeking external remedies.

11. Special Circumstances

Jet's Pizza recognizes that certain situations may require additional flexibility. In cases involving verified food safety incidents, medical concerns related to a food order, or documented delivery failures, we may expedite the review process and offer enhanced remedies at our discretion. Please contact us immediately in such situations, and do not discard any food that may be needed for inspection.

12. Amendments to This Policy

We reserve the right to update or modify this Refund Policy at any time. Changes will be posted on our website at jetspizza.click with an updated effective date. We encourage you to review this page periodically. Your continued use of our services after any changes have been posted constitutes your acceptance of the revised policy.

13. Contact Information

For all refund requests, questions about this policy, or concerns regarding your order, please contact us using the information below: