Refund Policy

Effective Date: July 16, 2026  |  Last Updated: July 16, 2026

1. Introduction

Jet's Pizza ("we," "us," "our," or "the Company") is committed to delivering fresh, high-quality food products and outstanding customer service. We understand that issues may occasionally arise with your order, and we have established this Refund Policy to ensure a fair and transparent process for resolving such situations.

This policy applies to all purchases made through our website (myjetspizza.rest), our mobile application, 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 Refund Policy.

For questions or concerns, please contact us at:

2. Eligibility Conditions for Refunds

Due to the perishable nature of food products, refund eligibility is subject to specific conditions. You may be eligible for a full or partial refund if any of the following circumstances apply:

• 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 delivered or prepared was demonstrably undercooked, overcooked, contaminated, or otherwise unfit for consumption.
• Allergic Reactions Due to Incorrect Preparation: If our team failed to follow specific allergy-related instructions you clearly specified at the time of ordering, resulting in an allergic reaction or risk of one.
• Order Not Delivered: Your delivery order was never received, and our delivery confirmation system does not show a successful delivery to your address.
• Significant Delay: Your order was delivered significantly later than the estimated delivery time communicated at checkout (typically more than 45 minutes beyond the quoted time), resulting in the food being cold or inedible.
• Duplicate Charges: You were charged more than once for the same order due to a technical or billing error.
• Unauthorized Transactions: A charge appeared on your account that you did not authorize.

Refund requests that do not fall within the above categories will be evaluated on a case-by-case basis at the sole discretion of Jet's Pizza management.

3. Timeframes for Refund Requests

To ensure a timely and accurate review, all refund requests must be submitted within the following timeframes:

We strongly encourage customers to contact us as soon as an issue is identified. Requests submitted after these deadlines may be denied or subject to a reduced refund at our discretion.

4. Non-Refundable Items and Situations

The following items, services, and situations are generally not eligible for refunds:

• Orders that have been fully consumed or largely eaten before a complaint is submitted.
• Dissatisfaction based on personal taste preferences when the order was prepared correctly as specified.
• Customizations or special requests that were added at the customer's direction and were fulfilled as requested.
• Delays caused by circumstances beyond our control, including but not limited to severe weather, road closures, natural disasters, or third-party delivery platform outages.
• Promotional items, free add-ons, or complimentary products.
• Digital gift cards or store credit once redeemed.
• Orders placed incorrectly by the customer (wrong address, wrong item selected, etc.) where our team fulfilled the order as placed.
• Catering orders canceled fewer than 24 hours before the scheduled delivery or pickup time.
• Delivery fees and service charges, unless the failure to deliver was entirely our fault.
• Tips paid to delivery drivers.

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

To submit a refund request, please follow these steps:

1. Contact Us Promptly: Reach out to Jet's Pizza as soon as possible within the applicable timeframe. You can contact us via:
   • Email: [email protected]
   • Website: myjetspizza.rest
2. Provide Your Order Information: Include the following details in your request:
   • Full name on the order
   • Order number or confirmation number
   • Date and time of the order
   • Contact phone number or email used to place the order
   • Delivery address (if applicable)
   • Payment method used
3. Describe the Issue Clearly: Provide a detailed explanation of the problem. Be as specific as possible, including which items were affected and how.
4. Submit Supporting Evidence: Where applicable, attach photos or videos showing the issue (e.g., incorrect item, poor food quality, damaged packaging). Evidence significantly strengthens your refund claim.
5. Wait for Confirmation: Our customer service team will acknowledge receipt of your request within 1–2 business days.
6. Review and Resolution: We will investigate your claim and provide a final decision within 3–5 business days. We may contact you for additional information during this period.
7. Refund Issued: If your refund is approved, it will be processed using the original payment method or as store credit, depending on your preference and the nature of the issue.

6. Refund Processing Times by Payment Method

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

7. Partial Refunds

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

• Only a portion of your order was incorrect or missing, while the remaining items were satisfactory.
• The issue affected the quality of only certain items in a larger order.
• You have partially consumed the order before identifying or reporting the issue.
• A promotional discount or coupon was applied to the original order, and the refund amount is adjusted accordingly.
• A delivery fee is non-refundable but the food items qualify for a refund.
• The issue was partially caused by customer error (e.g., incorrect address provided leading to partial delivery).

The amount of a partial refund will be determined by our customer service team based on a fair assessment of the situation. We will always communicate the refund amount and the reasoning behind it before processing.

8. Exchange Policy

Because our products are perishable food items, traditional exchanges (returning a product for a replacement) are handled differently than in retail settings.

8.1 Replacement Orders

In lieu of a monetary refund, we may offer to prepare and deliver or make available for pickup a replacement order at no additional charge. This option may be offered when:

• The issue is clearly our error (wrong item, missing item, poor quality).
• The customer prefers a replacement over a refund.
• The issue is reported promptly and within the applicable timeframe.

8.2 Conditions for Replacements

• Replacement orders will be prepared to the same specifications as the original order unless a correction is required.
• Replacement delivery will be offered at no additional delivery charge when the original delivery was our fault.
• Replacements are subject to availability and store operating hours.
• Customers who choose a replacement order waive their right to a monetary refund for the same incident, unless the replacement order also has an issue.

9. Cancellation Policy

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

9.1 Standard Orders

• Orders may be canceled for a full refund if the cancellation request is made within 5 minutes of placing the order and before our kitchen begins preparation.
• Once food preparation has begun, cancellations may not be honored, or only a partial refund may be issued at our discretion.
• Orders that are already out for delivery cannot be canceled.

9.2 Scheduled Orders

• Scheduled or pre-orders may be canceled up to 30 minutes before the scheduled preparation time for a full refund.
• Cancellations made less than 30 minutes before the scheduled time are subject to a cancellation fee or partial refund.

9.3 Catering and Large Group Orders

• Catering orders must be canceled at least 24 hours in advance for a full refund.
• Cancellations between 12 and 24 hours in advance may be eligible for a 50% refund.
• Cancellations with less than 12 hours' notice are not eligible for a refund.

9.4 How to Cancel

To cancel an order, contact us immediately via email at [email protected] or visit myjetspizza.rest. Please have your order number ready to expedite the process.

10. Dispute Resolution Process

If you are unsatisfied with the outcome of your refund request, Jet's Pizza has established a structured dispute resolution process to ensure fairness and accountability.

10.1 Step 1 — Internal Escalation

Contact our customer service team and request that your case be escalated to a supervisor or manager. Provide any additional documentation or evidence that supports your claim. A senior team member will review your case within 3 business days and provide a revised decision if warranted.

10.2 Step 2 — Formal Written Complaint

If the issue remains unresolved after escalation, you may submit a formal written complaint to us via email at [email protected]. Include the subject line "Formal Dispute — [Your Order Number]." We will respond within 5 business days with a final written decision.

10.3 Step 3 — Third-Party Mediation

If our internal resolution process does not satisfy your concerns, you have the right to pursue external remedies, including:

• Credit Card Chargeback: Contact your bank or credit card provider to initiate a chargeback under the Fair Credit Billing Act (FCBA) if you believe a charge was unauthorized or incorrect.
• FTC Complaint: File a complaint with the Federal Trade Commission (FTC) at reportfraud.ftc.gov if you believe our practices are deceptive or unfair under the FTC Act.
• State Consumer Protection Agencies: File a complaint with your state's consumer protection office. Depending on your state, additional protections may apply. For example, California residents have rights under the California Consumer Privacy Act (CCPA/CPRA) and may contact the California Attorney General's office.
• Better Business Bureau (BBB): File a complaint with the Better Business Bureau at bbb.org.
• Small Claims Court: If the dispute involves a monetary amount within small claims court limits in your state, you may pursue legal action in small claims court without requiring an attorney.

11. Consumer Rights Under U.S. Law

As a consumer in the United States, you have certain legal rights that this policy does not limit or override:

• Fair Credit Billing Act (FCBA): Protects you against unauthorized or incorrect credit card charges.
• FTC Act Section 5: Prohibits unfair or deceptive business practices. The FTC can take action against businesses that engage in such practices.
• State Consumer Protection Laws: Most states have their own consumer protection statutes that may provide additional rights. We encourage you to familiarize yourself with the laws applicable in your state.
• California Residents (CCPA/CPRA): If you are a California resident, you have specific rights regarding your personal data, including data collected during the ordering process. Please refer to our Privacy Policy on myjetspizza.rest for more information.

12. Food Safety and Health Concerns

If you believe that a food safety issue has occurred — including suspected foodborne illness — please take the following steps:

1. Seek medical attention immediately if you or anyone in your household is experiencing symptoms of foodborne illness.
2. Contact us at [email protected] as soon as possible with details about the incident.
3. Retain any uneaten portions of the food and its packaging if possible, as these may be needed for investigation.
4. Report the incident to your local health department if you believe it may be a public health concern.

We take food safety incidents extremely seriously. All such reports will be investigated promptly and may result in a full refund, replacement, and/or referral to the appropriate authorities for investigation.

13. Modifications 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 on our website at myjetspizza.rest. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage you to review this policy periodically.

Continued use of our services after any changes to this policy constitutes your acceptance of the updated terms.

14. Contact Information for Refund Requests

For all refund requests, questions, or concerns related to this policy, please reach out to us using the contact information below. Our customer service team is available to assist you during business hours.

When contacting us, please include your order number, the date of your order, and a clear description of the issue to ensure the fastest possible response. We aim to respond to all inquiries within 1–2 business days.

This Refund Policy was last updated on July 16, 2026 and is effective as of the same date. This policy applies to all transactions conducted through myjetspizza.rest and at Jet's Pizza locations. Nothing in this policy limits any statutory rights you may have under applicable federal or state law.