Refund Policy

At Jet's Pizza, we are committed to delivering exceptional food and a satisfying customer experience with every order. We understand that sometimes things do not go as planned, and we want to make sure you feel confident and protected when ordering from us. This Refund Policy outlines your rights and our obligations regarding refunds, cancellations, exchanges, and dispute resolution. Please read this document carefully before placing an order through our website at new-jetspizza.click.

1. Our Commitment to Customer Satisfaction

Jet's Pizza takes pride in the quality of our food and the reliability of our service. We strive to prepare every order with fresh, high-quality ingredients according to our recipes and your specific instructions. However, we acknowledge that errors can occur — whether in preparation, delivery, or fulfillment — and we are committed to addressing those errors fairly and promptly.

This policy applies to all orders placed through our official website new-jetspizza.click and any associated digital ordering platforms managed by us. If you placed your order through a third-party delivery platform (such as DoorDash, Uber Eats, Grubhub, etc.), please refer to that platform's own refund and cancellation policies, as we have limited ability to issue refunds for orders placed outside our direct channels.

2. Eligibility Conditions for Refunds

To be eligible for a refund, one or more of the following conditions must apply to your order:

• Incorrect Order: You received items that do not match what you ordered (wrong toppings, wrong size, wrong crust type, etc.).
• Missing Items: One or more items from your order were not included in your delivery or pickup.
• Food Quality Issues: The food was significantly undercooked, overcooked, or otherwise inedible due to a preparation error on our part.
• Damaged or Tampered Food: The food arrived in a condition that suggests it was damaged or tampered with during preparation or delivery.
• Order Not Delivered: You did not receive your delivery order within a reasonable timeframe and you did not receive the food at all.
• Duplicate Charges: You were charged more than once for the same order due to a technical or billing error.
• Unauthorized Charges: A charge appeared on your payment account that you did not authorize or initiate.

Refunds will not be granted for subjective dissatisfaction with taste, flavor preferences, or situations where the order was prepared correctly but does not match personal expectations unrelated to an error on our part.

3. Timeframes for Refund Requests

Time is an important factor in processing refund claims, particularly for perishable food products. The following timeframes apply:

We strongly encourage you to contact us as soon as you identify an issue. Requests submitted outside these timeframes may be reviewed at our discretion but are not guaranteed to result in a refund or credit.

4. Non-Refundable Items and Services

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

• Orders where the customer provided incorrect delivery address information at the time of checkout.
• Orders that were picked up and accepted by the customer without noting any issues at the time of pickup.
• Promotional items, free items, or complimentary additions included with an order.
• Gift cards, loyalty points, or promotional credits.
• Orders where the complaint is based solely on personal taste preference and the order was correctly prepared as specified.
• Delivery fees charged by third-party platforms (these are not within our control).
• Tip amounts paid to delivery drivers.
• Orders that have been substantially consumed (more than half eaten) before a refund is requested.
• Special event or catering orders canceled less than 24 hours before the scheduled time (see Cancellation Policy below).

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

Follow these steps to submit a refund request:

1. Gather Your Information: Before contacting us, please have the following ready:
   • Your order confirmation number or receipt
   • The email address used to place the order
   • The date and time of the order
   • A description of the issue (incorrect item, missing item, quality problem, etc.)
   • Photos of the food or packaging, if applicable (strongly recommended for quality issues)
2. Contact Us: Reach out to our customer support team using any of the following methods:
   • Email: [email protected]
   • Website: new-jetspizza.click (via the Contact or Support page)
3. Submit Your Claim: Provide all the relevant details in your message or form submission. Be as specific as possible. If you are emailing us, use the subject line: "Refund Request — Order #[Your Order Number]".
4. Wait for Confirmation: Our customer support team will acknowledge your request within 1 business day and begin reviewing your case.
5. Receive a Decision: We will notify you of the outcome of your refund request within 3 business days of receipt. If approved, we will inform you of the refund amount and the processing timeline.

6. Refund Processing Times by Payment Method

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

Please note that while we process refunds promptly on our end, your bank or payment provider may have their own internal timelines for posting funds to your account. We have no control over these delays. If more than 10 business days have passed and you have not received your refund, please contact your bank first, then reach out to us for further assistance.

7. Partial Refunds

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

• Only a portion of your order was incorrect or missing (e.g., one item out of several was wrong).
• The food quality issue affected only part of the order.
• A significant portion of the food was consumed before the complaint was raised.
• A discount, promotion, or coupon was applied to the original order, in which case the refund will reflect the actual amount paid for the affected item(s).
• A catering or large group order was partially prepared incorrectly.

The amount of a partial refund will be calculated based on the individual prices of the affected items, including applicable taxes. We will clearly communicate the refund amount before processing it.

8. Exchange Policy

Because our products are freshly prepared food items, traditional exchanges (returning a product and receiving a replacement in person or by mail) are generally not practical. However, we do offer the following exchange alternatives:

• Replacement Order: If your order was incorrect or had a quality issue, we may offer to prepare and deliver or provide a replacement item or order, depending on the situation and your location's operating hours.
• Store Credit: In some cases, rather than a cash refund, we may offer store credit equal to the value of the affected item(s), which can be applied to a future order on new-jetspizza.click.
• Partial Replacement: If only one or a few items were incorrect, we may offer a replacement of those specific items along with your next order, where logistics permit.

We will always work with you to find the most convenient and fair solution. Exchanges and replacements are subject to availability and geographic limitations.

9. Cancellation Policy

We begin preparing your order very shortly after it is confirmed, which limits our ability to accommodate cancellations. The following rules apply:

9.1 Standard Orders (Delivery and Pickup)

• Cancellations requested within 5 minutes of placing an order may be accepted and will result in a full refund.
• Cancellations requested after 5 minutes of order placement may not be accepted if preparation has already begun. In such cases, a partial refund or store credit may be offered at our discretion.
• Once an order has been dispatched for delivery, it cannot be canceled.

9.2 Catering and Large Group Orders

• Cancellations made more than 48 hours before the scheduled order date will receive a full refund.
• Cancellations made between 24 and 48 hours before the scheduled date will receive a 50% refund of the total order value.
• Cancellations made less than 24 hours before the scheduled date are non-refundable due to the cost of ingredients and preparation already undertaken.

9.3 How to Cancel

To cancel an order, contact us immediately at [email protected] with your order number and reason for cancellation. Phone cancellations should be directed to the location where your order was placed.

10. Dispute Resolution Process

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

10.1 Internal Escalation

Contact us again at [email protected] and request that your case be escalated to a senior customer service representative or manager. Please reference your original case number or email thread. We will review your case within 5 business days and provide a final internal decision.

10.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute a charge with your credit card company or bank if you believe you were charged in error or did not receive the goods or services you paid for. You may initiate a chargeback through your card issuer if our internal resolution process does not resolve your concern. However, we ask that you contact us first and allow us to resolve the issue before initiating a chargeback, as this helps us serve you more efficiently.

10.3 Consumer Protection Resources

As a business operating in the United States, we comply with the Federal Trade Commission (FTC) Act, which protects consumers against unfair or deceptive business practices. If you believe we have acted in violation of your consumer rights, you may file a complaint with the following authorities:

• Federal Trade Commission (FTC): www.ftc.gov
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your state's Attorney General office or consumer protection division

10.4 California Residents

If you are a California resident, you may have additional rights under the California Consumer Privacy Act (CCPA/CPRA) regarding your personal data used in the processing of your order or refund. Please refer to our Privacy Policy for details on how we handle your personal information.

11. Fraudulent Refund Claims

Jet's Pizza takes fraudulent refund claims seriously. We monitor refund requests for patterns of abuse, including but not limited to: repeatedly claiming missing or incorrect items across multiple orders, submitting false evidence, or using multiple accounts to exploit our refund policy. We reserve the right to:

• Deny refund requests that we reasonably believe to be fraudulent or abusive.
• Suspend or terminate accounts found to be engaging in refund fraud.
• Report suspected fraud to relevant authorities where appropriate.

12. Changes to This Refund Policy

We reserve the right to update or modify this Refund Policy at any time. Changes will be posted on this page with an updated effective date. If significant changes are made, we will make reasonable efforts to notify you via email or a notice on our website. We encourage you to review this policy periodically. Your continued use of our website and services after any changes constitutes your acceptance of the updated policy.

13. Contact Information

For all refund requests, questions, or concerns related to this policy, please contact us using the information below:

Our customer support team is available during regular business hours. We aim to respond to all inquiries within 1 business day and resolve all refund cases within 3 to 5 business days of receiving complete information.