Refund Policy

At Imos Pizza, we are committed to delivering fresh, high-quality food and an exceptional 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 procedures regarding refunds, exchanges, cancellations, and dispute resolution. Please read this policy carefully before placing an order through our website at imosspizz.digital.

1. Our Commitment to Customer Satisfaction

We take great pride in the quality of our food and the service we provide. If your order does not meet our standards or if an error has occurred on our part, we will do everything within our power to make it right. This policy has been developed in accordance with applicable United States consumer protection laws, including guidelines set forth by the Federal Trade Commission (FTC) under the FTC Act, as well as applicable state consumer protection statutes.

By placing an order on our website or through any of our official ordering channels, you agree to the terms set forth in this Refund Policy. If you do not agree with any part of this policy, please refrain from placing an order and contact us directly at [email protected] with any questions.

2. Eligibility Conditions for Refunds

Not every order situation will qualify for a full or partial refund. To be considered eligible for a refund, your request must meet one or more of the following conditions:

• Incorrect Order: You received items that are different from what you ordered (e.g., wrong toppings, wrong size, wrong items entirely).
• Missing Items: One or more items that you paid for were not included in your delivery or pickup order.
• Food Quality Issues: The food you received was undercooked, spoiled, contaminated, or otherwise unfit for consumption upon delivery or pickup.
• Damaged Food: Your order arrived in a condition that made it inedible or significantly different from what was reasonably expected (e.g., pizza severely crushed, spilled beverages).
• Significant Delivery Delay: Your delivery order arrived more than 60 minutes beyond the estimated delivery time provided at the time of ordering, resulting in food that is cold, stale, or otherwise unacceptable.
• Duplicate Charge: You were charged more than once for the same order due to a payment processing error.
• Order Not Received: Your delivery order was never delivered and cannot be confirmed as delivered by our records or the delivery partner.

Refund eligibility is determined solely at the discretion of Imos Pizza management after reviewing the relevant details of the complaint. We reserve the right to request photographic or other evidence to support your claim before processing a refund.

3. Timeframes for Refund Requests

To ensure we can properly investigate your concern and verify order details, all refund requests must be submitted within the following timeframes:

Requests submitted after the applicable deadline may not be honored. We strongly encourage you to inspect your order immediately upon receipt and contact us as soon as possible if you identify any issues.

4. Non-Refundable Items and Situations

Certain items, orders, and circumstances are not eligible for a refund. These include, but are not limited to:

• Orders where the customer provided an incorrect delivery address and the order was delivered to that address.
• Orders that were refused at delivery without a valid reason related to food quality or accuracy.
• Orders where more than 50% of the food has been consumed prior to the refund request being submitted.
• Requests based solely on a change of mind after the order has been prepared or dispatched.
• Special promotional or discounted items that are expressly marked as non-refundable at the time of purchase.
• Delivery fees, service fees, and applicable taxes where the underlying food order does not qualify for a refund.
• Orders affected by circumstances beyond our control, including but not limited to extreme weather events, road closures, or natural disasters that caused delivery delays.
• Custom or heavily personalized orders where the customer explicitly approved the order specifications before preparation.

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

To submit a refund request, please follow the steps outlined below. Following this process ensures your request is handled as quickly and efficiently as possible.

1. Gather Your Order Information: Locate your order confirmation email or receipt. Note your order number, the date and time of your order, and the items you ordered.
2. Document the Issue: If possible, take clear photographs of any food quality issues, incorrect items, damaged packaging, or missing items. This documentation significantly speeds up the review process.
3. Contact Us Directly: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: imosspizz.digital
4. Provide Required Details: In your message, include your full name, order number, contact phone number, the nature of the issue, and any photos or evidence supporting your claim.
5. Await Confirmation: Our customer service team will acknowledge receipt of your refund request within 1 business day and will begin reviewing your case.
6. Review and Decision: A member of our team will evaluate your request and may follow up with additional questions. You will receive a final decision on your refund request within 3 to 5 business days of submission.
7. Refund Issued: If your request is approved, your refund will be processed according to the payment method timeframes outlined in Section 6 of this policy.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes for funds to appear in your account will vary depending on the payment method used at the time of purchase:

Please note that while we process refunds promptly on our end, the exact timing of when funds appear in your account is also dependent on your financial institution or card issuer. Imos Pizza is not responsible for any additional delays caused by third-party payment processors or banks.

7. Partial Refunds

In some cases, a full refund may not be warranted, and a partial refund may be offered instead. Partial refunds may be issued under the following circumstances:

• Only a portion of the order was affected (e.g., one incorrect item out of a larger order).
• The food quality issue affected part of the order but not the entire order.
• A significant portion of the food was consumed prior to the complaint being filed.
• The delivery was delayed but ultimately received and partially acceptable.
• Promotional discounts or credits were applied to the original order, reducing the refundable amount.

The amount of any partial refund will be calculated based on the value of the affected items relative to the total order cost, minus any applicable fees. Our team will communicate the specific partial refund amount to you prior to processing.

8. Exchange Policy

Due to the perishable nature of food products, traditional exchanges (returning the original product and receiving a replacement at a later date) are generally not available. However, we offer the following remedies in lieu of a formal exchange:

• Replacement Order: In cases involving incorrect or missing items, we may offer to prepare and deliver or make available for pickup a replacement of the correct item(s) at no additional charge, provided the request is made within the same business operating window (i.e., while our kitchen is still open and able to fulfill the order).
• Store Credit: If a replacement is not feasible, we may offer store credit equal to the value of the affected item(s), which can be applied to a future order through our website or at any participating Imos Pizza location.

Replacement orders are subject to availability and operating hours. We cannot guarantee that a replacement will always be possible, particularly for late-night orders or during periods of high demand.

9. Cancellation Policy

We understand that plans change, and we will do our best to accommodate cancellation requests. However, because our food is freshly prepared to order, our ability to cancel an order is time-sensitive.

9.1 Cancellations Before Preparation Begins

If you contact us immediately after placing an order — typically within 5 minutes of order confirmation — and your order has not yet entered the preparation stage, we will cancel the order and issue a full refund. Please note that this window is very short due to the speed of our kitchen operations.

9.2 Cancellations After Preparation Has Begun

Once food preparation has begun, we are unable to cancel an order for a full refund. If you cancel after preparation has started, we may offer a partial refund or store credit at our discretion, depending on how far along in the preparation process the order is.

9.3 Cancellations of Catering or Large Group Orders

For catering orders or large group orders (typically 10 or more pizzas or a total order value exceeding $150), cancellations must be requested at least 24 hours before the scheduled pickup or delivery time to receive a full refund. Cancellations made less than 24 hours in advance may be subject to a cancellation fee of up to 50% of the total order value to cover the cost of ingredients and labor already committed to the order.

To cancel an order, please contact us immediately at [email protected] or through our website at imosspizz.digital.

10. Dispute Resolution Process

We sincerely hope that any issues with your order can be resolved quickly and amicably through our standard customer service process. However, if you feel that your concern has not been adequately addressed, we encourage you to follow the steps below:

1. Step 1 — Internal Escalation: If your initial refund request was denied or you are unsatisfied with the resolution offered, you may request that your case be escalated to a senior manager by replying to any correspondence from our support team or emailing us directly at [email protected] with the subject line "Refund Escalation — [Your Order Number]."
2. Step 2 — Written Complaint: If escalation does not resolve the matter to your satisfaction, you may submit a formal written complaint to our management team. We will acknowledge receipt within 2 business days and provide a written response within 10 business days.
3. Step 3 — External Mediation: If we are still unable to reach a mutually acceptable resolution, either party may seek mediation through a neutral third-party mediator. The costs of mediation shall be shared equally unless otherwise agreed.
4. Step 4 — Consumer Protection Agencies: You also have the right to file a complaint with the Federal Trade Commission (FTC) at ftc.gov or your applicable state consumer protection office if you believe your consumer rights have been violated.
5. Step 5 — Legal Action: As a last resort, disputes that cannot be resolved through the above steps may be pursued through the appropriate courts of competent jurisdiction in the United States, in accordance with applicable federal and state laws.

Nothing in this dispute resolution process limits your rights under applicable United States federal or state consumer protection laws.

11. Chargebacks and Payment Disputes

We strongly encourage you to contact us directly before initiating a chargeback with your bank or credit card issuer. In most cases, we can resolve the issue faster through our internal process than through a formal chargeback procedure. If you initiate a chargeback without first contacting us, we may be limited in our ability to provide a goodwill resolution and may be required to dispute the chargeback with evidence of the completed transaction.

If a chargeback is found to be fraudulent or filed without a valid basis, Imos Pizza reserves the right to suspend or terminate your account and/or refuse future orders.

12. Changes to This Refund Policy

Imos Pizza reserves the right to update, modify, or change this Refund Policy at any time. Any changes will be posted on our website at imosspizz.digital with an updated effective date. We encourage you to review this policy periodically. Your continued use of our services following any changes constitutes your acceptance of the revised policy.

13. Contact Information for Refund Requests

For all refund requests, cancellations, or questions related to this policy, please contact our customer support team using the information below. We are here to help and will do our best to respond promptly.

Our customer support team is available during normal business hours. We aim to respond to all refund-related inquiries within 1 business day. For urgent matters related to food safety, please contact us immediately by email and mark your message as urgent in the subject line.