Refund Policy

Effective Date: April 20, 2026 | Last Updated: April 20, 2026

1. Introduction

At Jet's Pizza, we are committed to delivering the highest quality food and customer experience with every order. We take great pride in preparing fresh, delicious pizza and other menu items to satisfy our customers. However, we understand that there may be occasions when an order does not meet your expectations, arrives incorrectly, or encounters an issue that warrants a refund or replacement.

This Refund Policy outlines the conditions under which refunds, partial refunds, exchanges, and cancellations are accepted. It also describes the process for submitting a refund request and the expected timelines for processing. This policy applies to all orders placed through our website jets-pizza.rest, by phone, or through any authorized third-party delivery platforms associated with Jet's Pizza.

Our policies are designed in compliance with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act, and any relevant state-level regulations governing food retail businesses.

2. Eligibility Conditions for Refunds

Jet's Pizza evaluates refund requests on a case-by-case basis. To be eligible for a refund, one or more of the following conditions must be met:

• Incorrect Order: You received items that differ from what you ordered (e.g., wrong toppings, wrong size, wrong crust type, or wrong menu items).
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food received was undercooked, overcooked, spoiled, or otherwise not fit for consumption due to a preparation error on our part.
• Damaged Food: The order was significantly damaged during preparation or delivery in a way that makes it inedible or substantially different from what was ordered.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a system error.
• Order Never Received: Your delivery order was confirmed but never arrived, and the delivery could not be verified.
• Significant Delay: Your order was delayed far beyond the estimated delivery or pickup time without prior notification, resulting in food that is no longer in acceptable condition.

Refunds are not automatically granted for general dissatisfaction with taste preferences, as our menu items are described accurately on our website. We encourage customers to review menu descriptions and customization options carefully before placing an order.

3. Timeframes for Refund Requests

Timely reporting is essential to our ability to investigate and resolve your concern appropriately. Please observe the following timeframes when submitting a refund request:

Requests submitted outside these timeframes may be reviewed at our discretion but cannot be guaranteed. We strongly recommend contacting us as soon as possible after identifying an issue with your order.

4. Non-Refundable Items and Services

Certain items and circumstances are not eligible for a refund. Please review the following list carefully:

• Change of Mind: Orders that have already been prepared or are in the process of being prepared cannot be refunded simply because you changed your mind about the order.
• Customization Errors by the Customer: If an incorrect order resulted from a customization error you made during the ordering process, we are unable to offer a full refund, although we may offer a partial accommodation at our discretion.
• Delivery Fee: Delivery fees are generally non-refundable unless the order was never delivered due to our error.
• Promotional and Discounted Items: Items purchased under special promotional pricing, coupons, or discount codes may have limited or no refund eligibility as specified at the time of the promotion.
• Gift Cards and Store Credits: Purchased gift cards and store credits are non-refundable and cannot be exchanged for cash.
• Consumed Orders: Refunds will not be issued for food that has been substantially consumed. If you have a quality concern, please contact us before consuming the product whenever possible.
• Third-Party Platform Orders: Orders placed through third-party delivery applications may be subject to that platform's own refund policies. Jet's Pizza may have limited ability to issue refunds for orders placed through third-party services.

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

To initiate a refund request, please follow these steps carefully to ensure prompt resolution:

1. Step 1 — Document the Issue: Before contacting us, take clear photographs of the incorrect, damaged, or quality-compromised food. Having documentation will significantly expedite the review process.
2. Step 2 — Gather Your Order Information: Locate your order confirmation number, the date and time of your order, the items you ordered, and the total amount charged. This information can be found in your confirmation email or your account order history on jets-pizza.rest.
3. Step 3 — Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: jets-pizza.rest
4. Step 4 — Provide Details: In your message, include your full name, order number, contact information, a description of the issue, and any photographs or supporting documentation. The more detail you provide, the faster we can resolve your concern.
5. Step 5 — Await Review: Our customer service team will review your request and respond within 1–3 business days. We may follow up with additional questions if necessary to complete our investigation.
6. Step 6 — Resolution: Once your request has been reviewed and approved, we will notify you of the resolution, which may include a full refund, partial refund, store credit, or replacement order, depending on the nature of the issue.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to appear in your account varies depending on the payment method used at checkout:

Please note that while we process refunds promptly on our end, your financial institution or payment provider may take additional time to post the credit to your account. Jet's Pizza is not responsible for delays caused by third-party financial institutions.

7. Partial Refunds

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

• Only one or a few items in the order were incorrect or missing, while the rest of the order was delivered accurately.
• The food quality issue affected only a portion of the order.
• The customer partially consumed the order before identifying a quality concern.
• A promotional discount or coupon was applied to the original order, affecting the refundable amount.
• The issue was partially caused by an error in the customer's order customization.

The amount of a partial refund will be calculated based on the value of the affected items, excluding any non-refundable fees or charges. Jet's Pizza reserves the right to determine whether a partial or full refund is appropriate based on the specifics of each case.

8. Exchange Policy

In many cases, Jet's Pizza prefers to resolve order issues through a replacement rather than a refund, as this allows us to ensure you receive the correct, fresh product you originally ordered. Our exchange policy operates as follows:

• Replacement Orders: If you received an incorrect or unacceptable item, we may offer to remake and deliver or provide a replacement order at no additional cost to you.
• Timing: Replacement requests must be made promptly — ideally at the time of delivery or within 2 hours of receiving your order.
• Customer's Choice: If you prefer a refund over a replacement, you may indicate this preference when contacting our support team, and we will accommodate your request where eligible under this policy.
• Remade Orders: For in-store or carryout orders, we may offer to remake your order on the spot. Please speak directly with the store manager if you are at the location.

We are committed to making things right and want every customer to leave — or receive their delivery — satisfied with their Jet's Pizza experience.

9. Cancellation Policy

Due to the nature of freshly prepared food, our ability to cancel orders is extremely limited once preparation has begun. Please review our cancellation policy carefully:

• Cancellation Window: Orders may be cancelled within 5 minutes of being placed, provided preparation has not yet started. After this window, cancellations are generally not accepted.
• How to Cancel: To cancel an order within the eligible window, contact us immediately by phone or email. Online orders cannot typically be cancelled through the website once confirmed; you must call us directly.
• Cancellations After Preparation Begins: If our kitchen has already begun preparing your order, we are unable to cancel it, and no refund will be issued for change-of-mind cancellations at this stage.
• Pre-Orders and Scheduled Orders: If you placed a scheduled or pre-order, you may cancel it up to 1 hour before the scheduled preparation time for a full refund.
• System or Technical Errors: If an order was placed accidentally due to a documented technical error on our website, please contact us immediately, and we will do our best to cancel and refund the order even if preparation has begun.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we encourage you to escalate the matter through the following process:

1. Step 1 — Internal Escalation: Request to speak with or receive a written response from a senior member of our customer service management team. You may do this by replying to your original support email thread or by contacting us at [email protected] and referencing your case number.
2. Step 2 — Good Faith Discussion: We commit to engaging in a good-faith discussion to resolve the dispute amicably. We aim to resolve all escalated disputes within 5 business days.
3. Step 3 — Credit Card Chargeback: If you believe our resolution is unsatisfactory and you paid by credit or debit card, you have the right to dispute the charge with your card issuer. We recommend attempting to resolve the matter directly with us first, as this is typically faster than a bank dispute process.
4. Step 4 — FTC Complaint: United States customers who believe our practices are deceptive or unfair may file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov.
5. Step 5 — State Consumer Protection: Depending on your state of residence, you may also have the right to file a complaint with your state's attorney general or consumer protection office. We will cooperate with any such inquiry in good faith.

11. Food Safety Concerns

If you believe that a food safety issue — such as the presence of a foreign object, suspected contamination, or a food-related illness — is related to a Jet's Pizza product, please take the following steps immediately:

• Do not consume any more of the product.
• If you are experiencing a medical emergency, call 911 or seek immediate medical attention.
• Preserve the product in its original packaging if possible, as it may be required for investigation.
• Contact us immediately at [email protected] with full details of the concern.
• You may also report food safety concerns to your local health department or the U.S. Food and Drug Administration (FDA).

Food safety issues are treated with the utmost seriousness by Jet's Pizza, and we will prioritize these cases above all other refund or complaint inquiries.

12. Policy Amendments

Jet's Pizza reserves the right to modify, update, or amend this Refund Policy at any time. Changes will be effective immediately upon posting to our website at jets-pizza.rest. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage customers to review this policy periodically. Continued use of our services after any changes constitutes acceptance of the revised policy.

13. Contact Information for Refund Requests

For all refund inquiries, replacement requests, cancellations, or billing disputes, please contact our customer support team using the information below. We are committed to responding to all inquiries in a timely and professional manner.

When contacting us regarding a refund or order issue, please have the following information ready to ensure efficient service:

• Your full name
• Order confirmation number
• Date and time of your order
• Description of the issue
• Photographs or supporting documentation (if applicable)
• Preferred resolution (refund, replacement, or store credit)