Refund Policy

Effective Date: July 25, 2026  |  Last Updated: July 25, 2026

1. Overview

This Refund Policy applies to all orders placed through our website at jetspizza-delivery.rest, by phone, or through any affiliated ordering platform associated with Jet's Pizza. By placing an order with us, you agree to the terms outlined in this policy. We encourage you to read this document carefully before completing your purchase.

We operate in accordance with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act, which prohibits unfair or deceptive practices in commerce. Our goal is to handle all refund and complaint situations fairly, transparently, and promptly.

2. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund if one or more of the following conditions apply to your order:

• Incorrect Order: You received items that do not match what you ordered (wrong pizza size, wrong toppings, wrong crust type, missing items, etc.).
• Poor Food Quality: The food delivered was undercooked, overcooked, spoiled, stale, or otherwise unfit for consumption at the time of delivery.
• Significant Delay: Your order arrived more than 45 minutes beyond the estimated delivery time provided at checkout, resulting in food that is cold or no longer suitable to eat.
• Missing Items: One or more items included in your order were not delivered and were charged on your receipt.
• Damaged Order: Your food arrived in a condition that makes it inedible due to damage during delivery (e.g., pizza completely crushed, spilled drinks, damaged packaging causing food contamination).
• Duplicate Charge: Your payment method was charged more than once for a single order due to a system or processing error.
• Unauthorized Transaction: A charge was applied to your account without your knowledge or consent.

Refunds will not be issued for dissatisfaction based solely on personal taste preferences when the order was prepared correctly as specified.

3. Non-Refundable Items and Services

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

• Orders that have been fully consumed before a complaint is reported.
• Promotional or discounted items offered as part of a limited-time deal, unless the item itself was defective or incorrect.
• Delivery fees in cases where the delivery was completed within the estimated timeframe and the food quality met our standard.
• Customizations or special requests that were honored as submitted but later disliked by the customer.
• Gift cards, promotional credits, or loyalty reward points used toward a purchase.
• Orders where the customer provided an incorrect delivery address and the order was delivered to the specified location.
• Orders canceled after preparation has begun (see Section 8 – Cancellation Policy).

4. Timeframes for Refund Requests

To ensure a fair and timely resolution, refund requests must be submitted within the following timeframes:

Requests submitted outside these timeframes may not be honored. We strongly encourage customers to inspect their orders upon delivery and contact us as soon as possible if there is a concern.

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

Follow these steps to submit a refund request:

1. Step 1 – Gather Your Order Information
   Locate your order confirmation email or receipt. Have the following information ready:
   • Order number or confirmation code
   • Date and time of the order
   • Items ordered and items received
   • Payment method used
   • Description of the issue
2. Step 2 – Document the Issue
   If possible, take clear photographs of the incorrect, damaged, or unsatisfactory items. Visual documentation significantly speeds up the review process and helps us prevent similar issues in the future.
3. Step 3 – Contact Us
   Reach out to our customer support team through one of the following channels:
   • Email: [email protected]
   • Website: jetspizza-delivery.rest
   In your message, include your order details, a description of the problem, and any supporting photos.
4. Step 4 – Await Confirmation
   Our customer support team will acknowledge your request within 1 business day. You will receive a case reference number for tracking purposes.
5. Step 5 – Review and Resolution
   Our team will review your request, assess the evidence provided, and communicate a decision within 3 business days. We may contact you for additional information during this time.
6. Step 6 – Refund Issued
   If your refund is approved, it will be processed according to the payment method used (see Section 6 below).

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:

7. Partial Refunds

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

• Only certain items in your order were incorrect, missing, or unsatisfactory, while the remainder of the order was delivered correctly.
• The food quality issue affected only part of the order (e.g., one pizza out of two was incorrectly prepared).
• A delivery delay resulted in some items being cold or less enjoyable, but the overall order was largely acceptable.
• The customer consumed a portion of the order before identifying a problem, and the remaining unconsumed portion is being disputed.

The amount of any partial refund will be determined at the discretion of our customer service team based on the nature of the issue and the value of the affected items. We will clearly communicate the partial refund amount and the reasoning behind it before processing.

8. Cancellation Policy

We understand that plans change. Here is how our cancellation process works:

8.1 Cancellation Before Preparation Begins

If you need to cancel your order and the preparation has not yet started, you are entitled to a full refund. Please contact us immediately after placing your order to request a cancellation. Because food preparation at Jet's Pizza begins quickly after an order is placed, the window for full cancellations is typically 5 minutes or less from the time of order confirmation.

8.2 Cancellation After Preparation Has Begun

Once our kitchen team has begun preparing your order, a cancellation may not be possible, or only a partial refund may be issued to cover the cost of any items that had not yet been prepared. We will make every reasonable effort to accommodate your request.

8.3 Cancellation After Dispatch

If your order has already been dispatched for delivery, cancellation is not possible. You may refuse delivery upon arrival, in which case we will review the situation and may issue a store credit at our discretion. Delivery fees will not be refunded in this scenario.

8.4 How to Cancel

To cancel an order, contact us immediately via email at [email protected] or through our website at jetspizza-delivery.rest. Please include your order number and the reason for cancellation.

9. Exchange Policy

Due to the perishable nature of food products, direct exchanges (returning a delivered item in exchange for a replacement) are generally not feasible. However, in cases where your order was incorrect or defective, we may offer the following as an alternative to a refund:

• Replacement Order: We will prepare and deliver the correct item(s) at no additional charge. This option is available at our discretion based on your location, timing, and the nature of the issue.
• Store Credit: A credit equivalent to the value of the affected item(s) will be applied to your account for use on a future order.
• Complimentary Item on Next Order: In some cases, we may offer a complimentary item such as a free pizza, side dish, or dessert to be redeemed on your next visit or order.

Our customer service team will work with you to find the most appropriate resolution based on the specific circumstances of your complaint.

10. Dispute Resolution Process

We are committed to resolving all complaints and disputes amicably and efficiently. If you are not satisfied with the outcome of your refund request, the following escalation process is available to you:

10.1 Internal Escalation

If you disagree with the initial decision made by our customer service team, you may request that your case be escalated to a senior manager for further review. Please indicate this in your correspondence and explain why you believe the original decision was incorrect. A senior team member will review your case and respond within 5 business days.

10.2 Chargeback Rights

If you believe you have been charged for a service not rendered, or if you have experienced an unauthorized transaction, you have the right to contact your bank or credit card issuer to initiate a chargeback process. This is a right afforded to consumers under U.S. payment card regulations. We encourage you to contact us first, as we are typically able to resolve disputes faster than the chargeback process allows.

10.3 Consumer Protection Agencies

If you believe our practices are unfair or deceptive, you have the right to file a complaint with the Federal Trade Commission (FTC) at ftc.gov or with your state's Attorney General office. We are fully committed to complying with all applicable consumer protection laws under the FTC Act.

10.4 Informal Resolution

We encourage all disputes to be resolved through direct communication before pursuing any formal legal action. Please reach out to us and give us the opportunity to make things right. Most concerns can be resolved quickly and satisfactorily through open dialogue.

11. Fraudulent Refund Claims

Jet's Pizza takes fraudulent activity seriously. Submitting false or misleading refund claims — including falsely reporting missing items, fabricating food quality complaints, or manipulating order documentation — is considered fraud and may result in:

• Permanent suspension of your account and ordering privileges.
• Refusal of future orders.
• Reporting to appropriate law enforcement authorities where warranted.

We use a combination of order tracking, delivery confirmation systems, and customer history analysis to detect patterns of potential abuse.

12. Special Circumstances

12.1 Allergies and Dietary Requirements

If you have a food allergy and your order was prepared with an ingredient you specifically requested to be excluded, please contact us immediately. We treat allergy-related complaints with the highest priority. Please do not consume any food you suspect may contain allergens you did not authorize. We will issue a full refund and conduct an immediate internal review.

12.2 Large Group and Catering Orders

Refund requests for large catering orders or group orders may be subject to a separate review process. Please contact us directly to discuss the specific circumstances. Cancellations for catering orders must be submitted at least 48 hours in advance to be eligible for a full refund.

13. Policy Updates

Jet's Pizza reserves the right to update or modify this Refund Policy at any time. Any changes will be effective immediately upon posting to our website at jetspizza-delivery.rest. We encourage you to review this page periodically to stay informed of any updates. Continued use of our services following any changes constitutes your acceptance of the revised policy.

14. Contact Information for Refund Requests

For all refund-related inquiries, please reach out to our customer support team using the contact details below. We aim to respond to all inquiries within 1 business day.