Refund Policy

At Jet's Pizza, we are committed to delivering a satisfying dining experience with every order. We understand that sometimes things do not go as planned, and we want to make sure our customers are treated fairly. This Refund Policy outlines the conditions under which refunds, exchanges, cancellations, and disputes are handled. By placing an order through our website at jetspizza-eat.click, you agree to the terms described in this policy.

Please read this document carefully before completing any purchase. If you have questions, our customer support team is available to assist you at [email protected].

1. Our Commitment to Customer Satisfaction

Jet's Pizza takes great pride in the quality of our food and service. Every order is prepared with care using fresh ingredients, and we strive to ensure that each item meets our high standards before it reaches you. However, we acknowledge that errors can occur — whether in preparation, delivery, or order processing — and we are fully committed to resolving any legitimate concerns in a timely and professional manner.

This policy applies to all orders placed directly through our website jetspizza-eat.click, whether for delivery, carryout, or catering. Orders placed through third-party platforms may be subject to those platforms' own refund policies, and customers should contact those services directly for assistance.

2. Eligibility Conditions for Refunds

A refund request may be considered eligible under the following circumstances:

• You received an order that was incorrect — meaning items delivered do not match what was ordered and confirmed in your receipt.
• Your food arrived in an unsatisfactory condition, such as being significantly undercooked, spoiled, or otherwise inedible due to an error on our part.
• Your order was never delivered, and our records confirm that delivery was not completed.
• You were charged multiple times for the same order due to a technical or payment processing error.
• You placed an order online and successfully cancelled it within the eligible cancellation window (see Section 7).
• A significant portion of your order was missing upon delivery, and you reported this within the required timeframe.

To be eligible for a refund, customers must provide sufficient documentation or information to support their claim. We reserve the right to assess each request on a case-by-case basis and may request photographic evidence, order confirmation numbers, or other supporting information.

3. Timeframes for Refund Requests

To ensure that your refund request can be properly reviewed and processed, please observe the following timeframes:

Requests submitted outside of these timeframes may not be eligible for a full refund. We encourage customers to inspect their orders promptly upon receipt and to contact us as soon as possible if any issues are identified.

4. Non-Refundable Items and Services

Certain purchases and situations are not eligible for refunds. The following are considered non-refundable:

• Orders that have been consumed or partially consumed — If a significant portion of the food has been eaten without an immediate report of a quality issue, a refund will generally not be issued.
• Customer preference changes — If you simply change your mind about an item after it has been prepared or delivered, this does not qualify for a refund.
• Correctly fulfilled orders with accurate customization — If your order was prepared exactly as specified during checkout, and you are unhappy with the result due to personal taste preferences, a refund is not applicable.
• Delivery fees — Delivery charges are non-refundable unless the order was not delivered at all due to our error.
• Tips and gratuities — Any tips or gratuities included at the time of checkout are non-refundable.
• Promotional or discounted items — Items purchased as part of a limited-time promotion or at a discounted rate may not be eligible for a cash refund; a store credit may be offered at our discretion.
• Third-party platform orders — Orders placed through third-party delivery services (such as DoorDash, Grubhub, Uber Eats, etc.) are not refundable through Jet's Pizza directly.

5. How to Request a Refund — Step-by-Step

If you believe your order qualifies for a refund based on the conditions above, please follow these steps to submit your request:

1. Gather your order information. Locate your order confirmation email, which includes your order number, order date, items purchased, and the total amount charged. This information is essential for us to locate your order quickly.
2. Document the issue. If applicable, take clear photographs of the incorrect, missing, or unsatisfactory items. Visual evidence significantly helps us process your request more efficiently.
3. Contact our customer support team. Reach out to us via email at [email protected]. In your message, please include:
   • Your full name
   • Your order number
   • The date and time of the order
   • A clear description of the issue
   • Any supporting photographs or attachments
   • Your preferred resolution (refund, replacement, or store credit)
4. Wait for confirmation. Our team will acknowledge your request within 1–2 business days. We may reach out for additional information if needed.
5. Review our decision. We will notify you of our determination via email. If your refund is approved, we will initiate the process immediately and provide you with an estimated timeline based on your payment method.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive the funds depends on your payment method. The following are estimated processing timelines:

Please note that while we process refunds promptly on our end, the actual appearance of funds in your account is subject to your financial institution's policies. Jet's Pizza is not responsible for delays caused by banks or payment processors.

7. Cancellation Policy

We understand that plans change. Our cancellation policy is designed to be as flexible as possible while accounting for the fact that food preparation begins shortly after an order is placed.

7.1 Standard Online Orders

If you need to cancel an order placed on jetspizza-eat.click, please contact us immediately at [email protected]. Cancellations are only accepted within 5 minutes of placing the order, as our kitchen staff begins preparation almost immediately after an order is confirmed. Orders cancelled within this window will receive a full refund.

7.2 Catering and Large Group Orders

For catering or large group orders (typically over $150 or 10+ items), a longer cancellation lead time is required:

• Cancellations made 48 hours or more in advance: Full refund issued.
• Cancellations made 24–48 hours in advance: 50% refund of the total order amount.
• Cancellations made less than 24 hours in advance: No refund will be issued, as ingredients and preparation resources have already been committed.

7.3 Scheduled Future Orders

If you have placed an order scheduled for a future date or time, cancellations must be submitted at least 1 hour before the scheduled time to qualify for a full refund.

8. Partial Refunds

In certain situations, a partial refund may be offered instead of a full refund. Partial refunds may be granted when:

• Only a portion of the order was incorrect or missing, while the remainder was delivered correctly.
• A food quality issue affected only part of the order.
• A catering order is partially cancelled outside of the full-refund window.
• A coupon, discount, or promotion was applied to the original order, and the refund is adjusted to reflect the actual amount paid for the affected items.

The amount of a partial refund will be calculated based on the actual price paid for the affected item(s), minus any applicable fees. Our team will communicate the exact refund amount to you before processing.

9. Exchange Policy

In many cases, a replacement may be a faster and more satisfying resolution than a monetary refund. If you received an incorrect item or an item of unsatisfactory quality, you may request a replacement instead of a refund.

Exchanges and replacements are subject to the following conditions:

• The replacement request must be submitted within 2 hours of receiving the original order.
• We will send the correct item(s) at no additional charge, subject to availability and delivery logistics.
• Replacements are subject to operating hours and geographic delivery availability.
• A replacement does not preclude a future refund request if the replacement order itself has a qualifying issue.

If a replacement is not feasible — for example, due to store hours or delivery constraints — we will offer a full or partial refund as appropriate.

10. Dispute Resolution Process

If you are unsatisfied with the outcome of your refund request, or if you believe you have been treated unfairly, you have the right to escalate your concern. Jet's Pizza is committed to resolving all disputes in good faith.

10.1 Internal Escalation

You may request that your case be reviewed by a senior member of our customer experience team. Please reply to the original email thread with the subject line "Escalation Request – [Your Order Number]" and provide any additional information you believe is relevant. We will respond within 3 business days.

10.2 Chargeback and Credit Card Disputes

Customers have the right to initiate a chargeback through their bank or credit card issuer if they believe a charge was unauthorized or if a legitimate refund request has been denied unfairly. We encourage customers to contact us first before initiating a chargeback, as this allows us to resolve the issue more efficiently. Under the Fair Credit Billing Act (FCBA) and applicable consumer protection regulations enforced by the Federal Trade Commission (FTC), you are protected against unauthorized charges.

10.3 State Consumer Protection Laws

Customers in the United States are protected under federal and state consumer protection laws. Depending on your state of residence, additional rights may apply. We encourage you to review the consumer protection resources available through your state's Attorney General office.

10.4 Informal Resolution

Before pursuing any formal legal action or third-party mediation, we ask that both parties make a genuine effort to resolve the dispute informally by contacting us directly. Most issues can be resolved quickly and amicably through direct communication.

11. Fraudulent Refund Requests

Jet's Pizza reserves the right to deny any refund request that we believe to be fraudulent, abusive, or submitted in bad faith. This includes, but is not limited to, repeated refund requests from the same customer without legitimate cause, falsified photographic evidence, or attempts to misrepresent the nature of an order issue. We may also suspend or terminate accounts found to be engaging in refund abuse, and we reserve the right to pursue appropriate legal remedies if fraud is detected.

12. Changes to This Policy

Jet's Pizza reserves the right to update or modify this Refund Policy at any time. Any changes will be reflected on this page with an updated effective date. We encourage customers to review this policy periodically to stay informed about how we handle refund requests. Continued use of our website and services following any changes constitutes acceptance of the updated policy.

13. Contact Information for Refund Requests

If you need to submit a refund request, have questions about our policy, or wish to escalate a concern, please reach out to us using the contact details below. Our customer support team is ready to assist you.

When contacting us, please have your order number, the email address used at checkout, and a description of your issue ready. This will allow us to assist you as quickly and efficiently as possible.