Refund Policy

Effective Date: May 9, 2026 | Last Updated: May 9, 2026

1. Overview

At Jet's Pizza, we are committed to delivering fresh, high-quality food and an exceptional customer experience with every order. We understand that issues can occasionally arise, and we want to make the resolution process as straightforward and fair as possible for all of our customers.

This Refund Policy outlines the conditions under which refunds, partial refunds, exchanges, and cancellations will be considered and processed. By placing an order through our website at pizzajets-meal.rest, you agree to the terms described in this policy. This policy is governed by applicable United States federal and state consumer protection laws, including the Federal Trade Commission Act (FTC Act), and any applicable state-specific regulations.

2. Eligibility Conditions for Refunds

We will consider a refund request valid and eligible under the following circumstances:

• Incorrect Order: You received items that are different from what you ordered (wrong toppings, wrong size, wrong crust type, etc.).
• Missing Items: One or more items from your order were not included in the delivery or pickup bag.
• Food Quality Issues: The food received was undercooked, overcooked, spoiled, or otherwise not fit for consumption at the time of delivery or pickup.
• Order Not Delivered: Your delivery order was never received and cannot be confirmed as delivered by our system or delivery service.
• Significant Delay: Your order arrived significantly later than the estimated delivery time, causing the food to be cold or no longer suitable for consumption.
• Allergic Ingredient Error: Your order contained an ingredient that you specifically requested to be excluded due to a known allergy or dietary restriction, which was clearly noted at the time of ordering.
• Duplicate Charges: You were charged more than once for a single order due to a technical error on our website or payment system.

To be eligible for a refund, your request must meet the following conditions:

• The request must be submitted within the timeframe specified in Section 3 of this policy.
• You must provide your order number, a description of the issue, and — where applicable — photographic evidence of the problem.
• The issue must not be the result of customer error (e.g., incorrect address provided, incorrect customizations selected by the customer).

3. Timeframes for Refund Requests

All refund requests must be submitted within the following timeframes to be considered:

4. Non-Refundable Items and Situations

Certain items and circumstances are not eligible for refunds under any conditions. Please review the following list carefully:

• Change of Mind: Refunds will not be issued because you changed your mind about an order after it has been prepared or dispatched.
• Customer-Provided Incorrect Information: If an incorrect delivery address was provided, resulting in a failed or delayed delivery, no refund will be issued.
• Promotional or Complimentary Items: Items provided free of charge, as part of a promotion, or as a complimentary addition are not eligible for refunds.
• Fully Consumed Orders: If the food has been substantially consumed and a quality complaint is then raised, refund eligibility will be assessed on a case-by-case basis and may be denied.
• Delivery Fees: Non-refundable in situations where the order was successfully delivered.
• Customization Errors Made by Customer: If you selected incorrect customizations (toppings, sizes, crust) during the ordering process and the order was prepared as specified, no refund will be issued.
• Orders Placed Through Third-Party Platforms: If your order was placed through a third-party delivery or ordering platform (such as DoorDash, Uber Eats, or Grubhub), refund requests must be directed to that platform in accordance with their own refund policies. We are not responsible for transactions processed outside of pizzajets-meal.rest.

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

To submit a refund request, please follow the steps below:

1. Gather Your Information: Before contacting us, have the following ready:
   • Your order number (found in your confirmation email)
   • The date and time of your order
   • A clear description of the issue
   • Photos of the food or packaging (if applicable and available)
2. Contact Our Support Team: Reach out to us through one of the following methods:
   • Email: [email protected]
   • Website: pizzajets-meal.rest
3. Submit Your Request: In your email or message, include your order number, the nature of the issue, the resolution you are requesting (full refund, partial refund, or replacement), and any supporting photos or documentation.
4. Await Confirmation: Our customer service team will send you an acknowledgment of your request within 1 business day.
5. Review and Decision: Our team will review your request and all supporting information. You will receive a decision within 3–5 business days of submission. We may request additional information or clarification during this period.
6. Resolution: If your refund is approved, it will be processed according to the payment method used. See Section 6 for processing timeframes.

6. Refund Processing Times by Payment Method

Once a refund has been approved, please allow the following timeframes for the funds to appear in your account:

Please note that while we process refunds promptly on our end, the actual timing of the credit appearing in your account depends on your bank or payment provider's processing schedule. If you have not received your refund within the stated timeframe, we recommend contacting your bank or payment provider first.

7. Partial Refunds

In some situations, a partial refund may be offered rather than a full refund. Partial refunds may be issued under the following conditions:

• Only a portion of your order was incorrect, missing, or unsatisfactory, while the remaining items were delivered correctly and in good condition.
• The food quality issue affected only certain items in a multi-item order.
• A delivery delay affected the quality of only part of your order.
• The customer has already consumed a portion of an item prior to identifying the issue.
• A promotional discount was applied to the order, and the refund will be calculated based on the amount actually paid rather than the original price.

The amount of any partial refund will be determined by our customer service team based on the specific details and evidence provided in your request. We aim to provide a fair and reasonable resolution in all cases.

8. Exchange Policy

In lieu of a monetary refund, we may offer to replace or re-make your order under the following conditions:

• The original order was incorrect or contained a preparation error on our part.
• A food quality issue is reported within the eligible timeframe (see Section 3).
• The replacement item(s) can be prepared and delivered within a reasonable timeframe.

If you prefer a replacement rather than a refund, please indicate this clearly in your refund request. Replacements are subject to availability and store operating hours. We reserve the right to offer a replacement in cases where a full monetary refund would not be appropriate based on the nature of the complaint.

Exchanges are not available for items that were correctly prepared according to the order specifications but are simply not to the customer's taste.

9. Cancellation Policy

We understand that plans can change. Please review our cancellation policy below:

9.1 Cancellation Before Preparation Begins

If you wish to cancel your order, please contact us immediately by emailing [email protected] or visiting pizzajets-meal.rest. If your order has not yet entered the preparation phase, we will cancel the order and issue a full refund with no cancellation fee.

9.2 Cancellation After Preparation Has Begun

Once your order has entered the preparation phase, cancellation may not be possible. In such cases:

• We will make every effort to accommodate the cancellation request, but we cannot guarantee it will be successful.
• If the cancellation is not possible because the food is already being prepared, no refund will be issued.
• If the cancellation is possible but the food has already been partially prepared, a partial refund may be issued at our discretion.

9.3 Cancellation of Delivery Orders in Transit

Orders that have already been dispatched for delivery cannot be cancelled. If such an order is refused upon delivery, it will not be eligible for a refund unless there is a documented quality or accuracy issue as described in Section 2.

9.4 Pre-Orders and Scheduled Orders

For orders scheduled for a future date or time, cancellations must be submitted at least 2 hours before the scheduled preparation time to be eligible for a full refund. Cancellation requests submitted less than 2 hours before the scheduled time may not be honored.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we encourage you to follow the dispute resolution steps outlined below:

1. Step 1 — Internal Escalation: Contact our customer service team at [email protected] and request that your case be escalated to a senior member of the team. Please reference your original request number or email thread.
2. Step 2 — Formal Written Complaint: Submit a formal written complaint via email detailing your concerns, the refund amount in dispute, and the resolution you are seeking. Our management team will review the complaint and respond within 5 business days.
3. Step 3 — Good Faith Negotiation: Both parties agree to attempt to resolve the dispute through good faith negotiation before pursuing any external remedies. We are committed to finding a fair resolution for all parties involved.
4. Step 4 — External Options: If an internal resolution cannot be reached, you may consider the following external options:
   • Filing a complaint with the Federal Trade Commission (FTC) at ftc.gov/complaint
   • Contacting your state's Attorney General's Consumer Protection Division
   • Initiating a chargeback through your bank or credit card provider
   • Filing a claim in small claims court in your jurisdiction

11. Consumer Rights Under U.S. Law

As a customer in the United States, you are protected by federal and state consumer protection laws. The Federal Trade Commission Act (FTC Act) prohibits unfair or deceptive business practices. In addition, your state may offer additional consumer protections. If you believe your consumer rights have been violated, you are entitled to seek remedies through the appropriate legal channels as described in Section 10 of this policy.

Nothing in this Refund Policy is intended to limit or waive any rights you may have under applicable federal, state, or local consumer protection laws.

12. Changes to This Refund Policy

We reserve the right to update or modify this Refund Policy at any time. Any changes will be posted on our website at pizzajets-meal.rest with the updated effective date. We encourage you to review this policy periodically to stay informed of any changes. Continued use of our website or services following the posting of changes constitutes your acceptance of the revised policy.

13. Contact Information for Refund Requests

For all refund requests, questions about this policy, or any other customer service matters, please contact us using the information below: