Refund Policy

At Imos Pizza, we are committed to delivering high-quality food and an exceptional customer experience. We understand that issues can occasionally arise with orders, and this Refund Policy outlines your rights, our obligations, and the procedures we follow when addressing refund and cancellation requests. Please read this policy carefully before placing an order through our website at pizzimoss.click.

1. Overview

This Refund Policy applies to all food orders placed through our website (pizzimoss.click), by phone, or through any authorized third-party delivery platforms associated with Imos Pizza. By placing an order with us, you agree to the terms set forth in this policy. We operate in accordance with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act, and any applicable state-level consumer protection statutes.

Because we deal in perishable food products, our refund policy differs from that of traditional retail businesses. However, we take all customer concerns seriously and will work to resolve each situation fairly and promptly.

2. Eligibility Conditions for Refunds

A refund may be issued under the following circumstances:

• Incorrect Order: You received an item that does not match what you ordered (wrong size, wrong toppings, wrong item entirely).
• 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 not meeting a reasonable standard of quality.
• Order Not Delivered: Your delivery order never arrived and was confirmed as undelivered by our records or delivery partner.
• Duplicate Charges: Your payment method was charged more than once for the same order.
• Allergic Reactions Due to Incorrect Preparation: If an allergen was present in your food despite proper notification at the time of ordering (subject to our review and documentation requirements).

Refunds will not be issued in the following circumstances:

• You simply changed your mind after the order was prepared or delivered.
• You provided incorrect delivery information resulting in a failed delivery.
• The food was consumed, partially or fully, before a complaint was made (unless the complaint relates to quality discovered upon consumption).
• Your dissatisfaction is based solely on personal taste preference rather than a quality defect.
• The issue is caused by a third-party delivery platform and is outside our direct control (such claims should be directed to the respective platform).

3. Timeframes for Refund Requests

To be eligible for a refund, you must contact us within the time periods listed below:

We strongly encourage customers to inspect their orders immediately upon receipt. Claims submitted outside these windows may not be eligible for a refund, although we reserve the right to review exceptional circumstances on a case-by-case basis.

4. Non-Refundable Items and Services

The following items and charges are generally non-refundable:

• Delivery Fees: Delivery charges are non-refundable once your order has been dispatched, unless the non-delivery is due to an error on our part.
• Service Charges or Platform Fees: Fees charged by third-party ordering platforms are subject to those platforms' own refund policies.
• Promotional or Discounted Items: Items purchased as part of a promotional deal or at a discounted rate may be subject to limited refund options. We will evaluate these on a case-by-case basis.
• Gift Cards and Store Credits: Digital or physical gift cards are non-refundable and cannot be exchanged for cash.
• Custom Special Orders: Highly customized orders made specifically to your specifications that deviate significantly from our standard menu may be non-refundable unless a clear quality defect is established.

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

Follow these steps to submit a refund request with Imos Pizza:

1. Step 1 – Contact Us Immediately: Reach out to our customer support team as soon as you notice the issue. You can contact us by email at [email protected] or by visiting our website at pizzimoss.click.
2. Step 2 – Provide Your Order Details: Include your full name, order number or confirmation number, the date and time of the order, and the delivery or pickup address associated with the order.
3. Step 3 – Describe the Issue: Clearly explain what went wrong with your order. Be as specific as possible — mention which items were incorrect, missing, or unsatisfactory.
4. Step 4 – Submit Supporting Evidence: Where possible, attach clear photographs of the food item(s), packaging, or receipt. This helps us assess your claim accurately and expedite the process.
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 – Resolution: Once your claim is reviewed and approved, we will notify you of the resolution — whether it is a full refund, partial refund, store credit, or replacement order.

6. Refund Processing Times by Payment Method

Once a refund is approved, the time it takes to appear in your account depends on your original payment method:

Please note that while we process refunds promptly on our end, your financial institution or payment processor controls the timeline for funds to appear in your account. We are not responsible for delays caused by banks or payment networks.

7. Partial Refunds

In certain situations, a partial refund may be issued instead of a full refund. This may occur 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.
• You have already consumed a significant portion of the food before raising a complaint.
• The issue is partially attributable to customer error (e.g., incorrect customization instructions provided).
• A promotional discount was applied, reducing the actual amount paid for a specific item.

Partial refunds will reflect only the value of the affected items, minus any applicable discounts or promotional credits already applied to those items. Our team will always explain the calculation clearly when offering a partial refund.

8. Exchange Policy

Because we deal in freshly prepared perishable food, traditional product exchanges are not always practical. However, we do offer the following alternatives in lieu of or in addition to a monetary refund:

• Order Replacement: If your order was incorrect, missing items, or fell below our quality standards, we may offer to remake and re-deliver or prepare a replacement order at no additional charge, subject to timing and location availability.
• Store Credit: Rather than a monetary refund, we may offer an equivalent store credit to be applied to a future order. Store credits do not expire and can be used at any time.
• Complimentary Item: In some cases, we may offer a complimentary item on a future order as a goodwill gesture.

Exchanges and replacements are subject to our team's discretion and are handled on a case-by-case basis. We will always aim to find the solution that best resolves your concern.

9. Cancellation Policy

We begin preparing your food order very shortly after it is placed in order to ensure freshness and timely delivery. As such, our cancellation window is limited.

9.1 Cancellation Before Preparation Begins

If you need to cancel your order, please contact us immediately at [email protected]. If your order has not yet entered the preparation stage, we will cancel it and issue a full refund.

9.2 Cancellation After Preparation Has Begun

Once your order is being prepared, cancellation may not be possible. In such cases:

• We will make every effort to accommodate your request.
• A partial refund may be offered at our discretion, depending on the stage of preparation.
• If the order has already been dispatched for delivery, cancellation will not be accepted and no refund will be issued for that specific cancellation request.

9.3 Pre-Scheduled or Catering Orders

For large or catering orders that are placed in advance:

• Cancellations made more than 48 hours before the scheduled pickup or delivery time are eligible for a full refund.
• Cancellations made between 24 and 48 hours in advance may be subject to a cancellation fee of up to 25% of the total order value.
• Cancellations made less than 24 hours before the scheduled time are non-refundable.

10. Dispute Resolution Process

We always aim to resolve all customer concerns amicably and efficiently through direct communication. If, however, you feel that your refund request has not been handled fairly, you may escalate the matter through the following process:

10.1 Internal Escalation

If your initial request was denied or resolved unsatisfactorily, you may request to have your case reviewed by a senior member of our customer support team. Please send an email to [email protected] with the subject line "Refund Dispute – [Your Order Number]" and include all relevant documentation.

10.2 Consumer Protection Agencies

If you are unable to resolve the dispute directly with us, you may contact the following consumer protection authorities:

• Federal Trade Commission (FTC): You can file a complaint at ftc.gov or call 1-877-FTC-HELP (1-877-382-4357).
• Better Business Bureau (BBB): File a complaint at bbb.org.
• Your State Attorney General's Office: Many states have consumer protection divisions that handle disputes of this nature.

10.3 Chargeback Process

If you paid by credit or debit card and believe your claim is valid, you also have the right to initiate a chargeback through your bank or card issuer. We respectfully ask that you contact us first to resolve the matter directly, as chargebacks can take significantly longer to process and resolve. We will cooperate fully with any chargeback investigation initiated by your financial institution.

10.4 Governing Law

This Refund Policy is governed by the laws of the United States and applicable state laws. Any disputes arising from this policy shall be subject to the jurisdiction of the courts located in the state where Imos Pizza operates.

11. Contact Information for Refund Requests

To initiate a refund, cancellation, or to raise any concern related to your order, please reach out to our customer support team using the details below:

12. Policy Updates

Imos Pizza reserves the right to update or modify this Refund Policy at any time without prior notice. Any changes will be posted on this page with an updated effective date. We encourage you to review this policy periodically to stay informed of any updates. Your continued use of our services following any changes constitutes your acceptance of the revised policy.