Refund Policy

Last Updated: May 14, 2026

1. Introduction

At Jet's Pizza, we are deeply committed to delivering a high-quality dining experience with every order. We take pride in our ingredients, preparation methods, and customer service. However, we understand that situations may arise where an order does not meet your expectations or an error occurs. This Refund Policy has been established to ensure a fair, transparent, and straightforward process for all customers seeking refunds, replacements, or order adjustments.

This policy applies to all purchases made through our website at pizzajetsmeal.rest, over the phone, or in person at our location. All refund requests are handled in accordance with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act and relevant state regulations.

2. Eligibility Conditions for Refunds

To be eligible for a refund, your situation must meet one or more of the following conditions:

• Incorrect Order: You received an item or items that are different from what you ordered. This includes wrong toppings, wrong size, or wrong crust type.
• Missing Items: One or more items from your order were not delivered or included in your pickup order.
• Food Quality Issues: The food received was undercooked, overcooked, spoiled, or otherwise not fit for consumption.
• Foreign Objects: Your food contained an unexpected foreign object that was not part of the intended ingredients.
• Delivery Failure: Your delivery order was never received, and our delivery confirmation cannot verify successful delivery to your address.
• Duplicate Charges: You were charged more than once for the same order due to a technical or processing error.
• Overcharge: You were billed an amount greater than the confirmed order total.

Refund requests that do not fall under the above categories will be evaluated on a case-by-case basis at the discretion of Jet's Pizza management.

3. Timeframes for Refund Requests

Timeliness is essential when submitting a refund request. The following timeframes apply:

Requests submitted outside these timeframes may not be honored. We strongly encourage customers to inspect their orders upon receipt and contact us promptly if any issues are identified.

4. Non-Refundable Items and Situations

The following items and circumstances are generally not eligible for a refund:

• Change of Mind: Refunds will not be issued simply because you changed your mind after placing or receiving an order.
• Consumed Orders: Items that have been substantially consumed (more than half eaten) are not eligible for a refund unless a genuine quality or safety concern exists.
• Customized Requests: Orders that were prepared according to specific customer customizations (special dietary requests, specific ingredient combinations) that were fulfilled as requested are not refundable.
• Delivery Fees: Delivery fees are non-refundable unless the non-delivery of your order was due to our error.
• Promotional or Discounted Items: Items purchased as part of limited-time promotional offers or deeply discounted deals may have restricted refund eligibility as stated in the promotion terms.
• Late Requests: Refund requests submitted after the applicable timeframes listed in Section 3 above.
• Third-Party Platform Orders: Orders placed through third-party delivery platforms (such as DoorDash, Uber Eats, or Grubhub) are subject to those platforms' refund policies. Jet's Pizza is not responsible for disputes arising from third-party platform transactions.

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

To request a refund, please follow these steps carefully:

1. Step 1 – Gather Your Information: Have your order confirmation number, the date and time of your order, your contact information, and details of the issue ready before reaching out.
2. Step 2 – Document the Issue: If possible, take clear photographs of the incorrect, missing, or unsatisfactory item(s). Visual evidence greatly speeds up the review process.
3. Step 3 – Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: pizzajetsmeal.rest
4. Step 4 – Describe Your Issue: Provide a clear and detailed description of the problem. Include your order number, what was wrong, and what resolution you are requesting (refund, replacement, or store credit).
5. Step 5 – Await Confirmation: Our team will send you a confirmation acknowledging receipt of your request within 1 business day.
6. Step 6 – Review Process: Our team will review your claim, which may include verifying your order details, reviewing any submitted photos, and consulting our kitchen or delivery staff. This review typically takes 1 to 3 business days.
7. Step 7 – Resolution: Once a decision is made, you will be notified via the contact information you provided. If approved, your refund, replacement, or store credit will be processed accordingly.

6. Refund Processing Times by Payment Method

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

Please note that while we process refunds on our end promptly, your bank or payment provider may take additional time to post the credit to your account. We have no control over delays caused by financial institutions. If you have not received your refund after the estimated timeframe, we recommend contacting your bank or payment provider first before reaching out to us.

7. Partial Refunds

In certain circumstances, a partial refund may be issued rather than a full refund. Partial refunds may apply in the following situations:

• Only a portion of your order was incorrect or missing.
• The food quality issue affected only one or a few items within a larger order.
• An item was received but was slightly different from what was ordered (e.g., a topping substitution that does not significantly alter the overall order).
• You consumed a portion of the food before identifying the issue, and the issue was limited to one part of the meal.
• A discount or promotional credit was applied at the time of purchase, resulting in a reduced eligible refund amount.

The amount of a partial refund will be determined based on the value of the affected items, as reflected in your original order total. Our team will communicate the exact refund amount during the resolution process.

8. Exchange Policy

In many cases, we prefer to offer a replacement or exchange rather than a monetary refund, as this allows us to correct the issue quickly and ensure your satisfaction. The following exchange terms apply:

• Incorrect Items: If you received the wrong pizza or food item, we will prepare and deliver (or have ready for pickup) the correct item at no additional charge, subject to availability and operating hours.
• Quality Issues: If your food did not meet our quality standards, we will remake the item and deliver it or have it ready for pickup.
• Timing: Replacement orders are subject to our standard preparation and delivery times. We will make every effort to expedite replacements.
• No Return Required: You are not required to return the incorrect or unsatisfactory food items unless specifically requested by our team for quality assurance purposes.
• Customer Preference: If you prefer a refund over a replacement, please indicate this clearly in your refund request, and we will evaluate the request based on this policy.

9. Cancellation Policy

Due to the perishable and time-sensitive nature of food preparation, our cancellation window is limited. Please review the following cancellation terms:

9.1 Online and Phone Orders

• Cancellation Window: Orders may be cancelled within 5 minutes of placement, provided preparation has not yet begun.
• After Preparation Has Begun: Once your order has entered the preparation stage, cancellations are not guaranteed and will be evaluated at management's discretion.
• Completed Orders: Orders that have already been prepared, picked up, or delivered cannot be cancelled.

9.2 Catering and Large Group Orders

• Catering orders or large group orders (typically 10 or more pizzas) require a minimum of 24 hours' notice for cancellation to receive a full refund.
• Cancellations made between 12 and 24 hours before the scheduled delivery or pickup time may be subject to a cancellation fee of up to 25% of the total order value.
• Cancellations made with less than 12 hours' notice may not be eligible for a refund.

9.3 How to Cancel

To cancel an order, contact us immediately at [email protected] or through our website at pizzajetsmeal.rest. Please include your order number and contact information in your cancellation request.

10. Dispute Resolution Process

If you are unsatisfied with the outcome of your refund request, you have the right to escalate the matter through the following dispute resolution process:

10.1 Internal Escalation

If your initial refund request was denied or you believe the resolution offered was inadequate, you may request an escalation to our management team. Please send a written explanation of your concern to [email protected] with the subject line "Refund Dispute – Escalation." A manager will review your case within 3 to 5 business days and provide a final determination.

10.2 Chargeback Rights

You have the right to contact your bank or credit card provider to initiate a chargeback if you believe you have been charged incorrectly or fraudulently. However, we encourage customers to attempt to resolve disputes directly with us before initiating chargebacks, as this process can be lengthy for both parties.

10.3 Consumer Protection Resources

If you believe your consumer rights have been violated, you may contact the following organizations:

• Federal Trade Commission (FTC): www.ftc.gov — for reporting deceptive or unfair business practices.
• Better Business Bureau (BBB): www.bbb.org — for filing a business complaint.
• Your applicable state's Attorney General consumer protection division.

10.4 Governing Law

This Refund Policy and any disputes arising from it shall be governed by the laws of the United States and the applicable state in which the transaction occurred. Any legal disputes not resolved through the above processes shall be subject to binding arbitration or small claims court, as determined by applicable law.

11. Amendments to This Policy

Jet's Pizza reserves the right to update, modify, or revise this Refund Policy at any time. Changes will be posted on our website at pizzajetsmeal.rest and will take effect upon publication. We encourage customers to review this policy periodically. Continued use of our services after any changes constitutes your acceptance of the updated terms.

12. Contact Information for Refund Requests

For all refund-related inquiries, replacements, cancellations, or disputes, please contact our customer support team using the information below: