Refund Policy

Overview

At Mod Pizza, we are committed to providing exceptional culinary experiences and outstanding customer service. We understand that occasionally you may need to request a refund, and we have established this policy to ensure a fair and transparent process for all our valued customers.

This refund policy applies to all food orders, catering services, and retail merchandise purchased through our restaurant, website, or mobile application. We strive to resolve all refund requests promptly and fairly while maintaining the highest standards of food safety and quality.

Refund Eligibility

Refunds may be requested under the following conditions:

Timeframe Requirements

• Food orders: Refund requests must be made within 2 hours of order pickup or delivery
• Catering services: Cancellations must be made at least 24 hours before the scheduled event
• Retail merchandise: Returns accepted within 30 days of purchase
• Gift cards: Refundable within 30 days of purchase if unused

Product Condition Requirements

• Food items must be substantially uneaten (more than 75% remaining)
• Products must be in original packaging where applicable
• Items must not show signs of tampering or contamination
• Merchandise must be in new, unused condition with original tags

Proof of Purchase

• Original receipt or order confirmation number required
• Valid payment method verification may be requested
• Photo evidence may be required for quality-related claims

Non-Refundable Items

The following items and services cannot be refunded:

• Consumed food items (less than 25% remaining)
• Custom or personalized menu items
• Perishable items that have been opened or partially consumed
• Digital gift cards that have been used or partially redeemed
• Promotional or discounted items (unless defective)
• Catering orders cancelled less than 24 hours before the event
• Special event bookings and private dining reservations
• Delivery fees (unless order is cancelled before preparation)
• Items damaged due to customer mishandling
• Products with expired return periods

Refund Process

Follow these steps to request a refund:

Step 1: Contact Our Support Team

• Call us at +1 303-455-9463 during business hours
• Email us at [email protected] with your order details
• Visit our restaurant location with your receipt
• Submit a refund request through our website contact form

Step 2: Provide Required Information

• Order confirmation number or receipt
• Date and time of purchase
• Reason for refund request
• Photos of the item (if applicable)
• Contact information for follow-up

Step 3: Review and Approval

• Our team will review your request within 24 hours
• Additional information may be requested
• Quality assurance team may investigate the issue
• You will receive confirmation of approval or denial

Step 4: Return Items (If Required)

• Unopened merchandise must be returned to our location
• Food items may need to be returned for quality inspection
• Items must be in eligible condition as outlined above

Refund Methods

Payment Method

Refunds will be processed using the original payment method:

• Credit/Debit Cards: Refunded to the original card used for purchase
• Cash Payments: Cash refund available at restaurant location
• Digital Wallets: Refunded to original wallet (Apple Pay, Google Pay, etc.)
• Gift Cards: Store credit or replacement gift card issued
• Third-party Apps: Processed through the original platform (DoorDash, Uber Eats, etc.)

Processing Timeframes

• Cash refunds: Immediate (in-store only)
• Credit/Debit cards: 3-5 business days
• Digital wallets: 1-3 business days
• Bank transfers: 5-7 business days
• Store credit: Immediate upon approval

Exchanges

We offer exchanges as an alternative to refunds in certain situations:

Exchange Policy

• Food items can be exchanged for items of equal or lesser value
• Merchandise exchanges must be for the same product category
• Exchanges must be requested within the same timeframe as refunds
• Price differences for upgraded items must be paid separately
• No cash back for exchanges of lesser value

When Exchanges Are Preferred

• Incorrect order fulfillment
• Size or style preferences for merchandise
• Dietary restriction accommodations
• Temperature or preparation issues with food

Exchange Process

• Contact our team using the same process as refund requests
• Specify that you prefer an exchange over a refund
• Return the original item in acceptable condition
• Receive your replacement item or store credit

Damaged or Defective Items

Special policies apply to damaged or defective products:

Immediate Resolution

• Full refund or replacement guaranteed for damaged items
• No time restrictions for reporting defective products
• Expedited processing for health and safety concerns
• Compensation may include additional credits for inconvenience

Quality Issues

• Incorrect temperature or preparation
• Wrong ingredients or missing items
• Contamination or foreign objects
• Expired or spoiled products
• Packaging defects or damage

Reporting Process

• Report issues immediately upon discovery
• Preserve the item and packaging for inspection
• Provide detailed description and photos
• Priority customer service response within 2 hours

Contact Information

For refund requests and customer support, please reach out through any of the following channels:

Additional Information

• Keep your receipt and order confirmation for faster processing
• Refund requests are handled in the order they are received
• For urgent matters, please call our customer support line
• Management reserves the right to make final decisions on refund requests
• This policy may be updated periodically - check our website for the latest version