Refund Policy

At Imos Pizza, we are committed to ensuring your complete satisfaction with every order. This Refund Policy outlines the conditions, procedures, and timeframes applicable to refund requests for purchases made through our website pizzimoss.rest or any other ordering channel. Please read this policy carefully before placing your order.

1. General Overview

Because our products are perishable food items prepared fresh upon order, our refund policy is designed to be fair while accounting for the unique nature of food service. We take quality seriously and will work diligently to resolve any legitimate concerns regarding your order. This policy applies to all customers who place orders directly through Imos Pizza via our website, phone, or in-store channels.

By placing an order with Imos Pizza, you acknowledge and agree to the terms set forth in this Refund Policy. This policy is governed by the laws of the United States and applicable state consumer protection statutes, including the Federal Trade Commission (FTC) Act, which prohibits unfair or deceptive practices in commerce.

2. Eligibility Conditions for Refunds

Refunds may be issued under the following circumstances:

• Wrong Order Delivered: You received items that do not match what you ordered, as confirmed on your receipt or order confirmation email.
• Missing Items: One or more items included in your confirmed order were not delivered or provided.
• Food Quality Issues: The food delivered was of unacceptable quality, including but not limited to being undercooked, overcooked, spoiled, or otherwise unfit for consumption.
• Significant Preparation Errors: The order was prepared with incorrect ingredients materially different from what was requested (e.g., incorrect toppings, failure to honor allergy-related requests when clearly communicated).
• Order Not Delivered: Your delivery order was confirmed but never arrived, with no resolution provided by the delivery driver or platform.
• Duplicate Charges: Your payment method was charged more than once for the same order.

Refunds will not be issued in the following situations:

• You simply changed your mind after the order was prepared or delivered.
• You provided an incorrect delivery address and the order was delivered to that address.
• Dissatisfaction based purely on personal taste preferences (as opposed to a preparation or quality defect).
• The request is made outside the eligible timeframe described in this policy.
• The issue is caused by third-party delivery platforms not directly managed by Imos Pizza.

3. Timeframes for Refund Requests

Given the perishable nature of food products, all refund requests must be submitted within the following timeframes:

4. Non-Refundable Items and Services

The following are generally not eligible for refunds:

• Delivery fees: Delivery charges are non-refundable once the delivery has been dispatched, unless the order was never delivered through our fault.
• Service fees and platform fees: Any fees charged by third-party platforms or payment processors are non-refundable.
• Promotional or discounted items: Items purchased using promotional discounts, coupons, or special offers may not be eligible for monetary refunds but may qualify for store credit or replacement.
• Partially consumed orders: If more than half of the food item has been consumed, it is generally not eligible for a full refund.
• Custom special orders: Specially customized orders prepared at customer request that were correctly made per the order specifications.
• Gift cards and store credits: These are non-refundable once purchased or issued.

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

To initiate a refund request, please follow the steps outlined below:

1. Step 1 – Contact Us Promptly: Reach out to Imos Pizza as soon as you identify an issue with your order, within the applicable timeframe stated above. You may contact us via:
   • Email: [email protected]
   • Website: pizzimoss.rest
2. Step 2 – Provide Your Order Details: When contacting us, please have the following information ready:
   • Your full name
   • Order number or confirmation number
   • Date and time of your order
   • Description of the issue
   • Photos of the issue (if applicable, such as wrong items or quality concerns)
3. Step 3 – Submit Documentation: If requested, provide photos or other documentation that supports your claim. This helps us resolve your issue faster and more accurately.
4. Step 4 – Review Process: Our customer service team will review your request within 1–2 business days. We may contact you for additional information or clarification during this process.
5. Step 5 – Resolution: Once your refund request has been reviewed and approved, we will notify you of the outcome and the form of resolution (refund, store credit, or replacement).

6. Refund Processing Times by Payment Method

Once a refund has been approved, processing times vary depending on the payment method used:

Please note that Imos Pizza processes refunds on our end promptly upon approval; however, the time it takes for the funds to appear in your account depends on your financial institution and is outside our control. If you do not see your refund within the stated timeframe, please contact your bank or payment provider first before reaching out to us.

7. Partial Refunds

In some cases, a partial refund may be issued rather than a full refund. Situations where partial refunds may apply include:

• Only specific items in the order were incorrect, missing, or of unsatisfactory quality, while the remainder of the order was acceptable.
• The order was partially consumed before the issue was identified.
• The issue is minor or does not materially affect the overall order (e.g., a single incorrect topping on an otherwise correctly prepared pizza).
• A promotional discount was applied to the original order, and the refund will reflect the actual amount paid.

Partial refunds will be calculated based on the proportional value of the affected items relative to the total order amount. Our customer service team will clearly communicate the amount of any partial refund before it is processed.

8. Exchange Policy

In lieu of a monetary refund, Imos Pizza may offer to replace your order or exchange the incorrect or unsatisfactory item(s) with the correct or a comparable item. The following conditions apply to exchanges:

• Exchanges are available for orders where an error was made on our part (wrong item, missing item, quality issue).
• Replacement orders will be prepared and dispatched as soon as reasonably possible, subject to operational capacity at the time of the request.
• For delivery orders, replacement items may be subject to a new delivery dispatch, but delivery fees will be waived for qualifying exchanges.
• Exchanges are not available for orders that have been substantially consumed.
• Customers may choose between a replacement item, store credit, or monetary refund, subject to eligibility under this policy.

9. Cancellation Policy

We understand that plans can change. However, because our food is freshly prepared to order, we have a very limited cancellation window:

9.1 Online and Phone Orders

• Orders may be cancelled within 5 minutes of placement if preparation has not yet begun.
• Once preparation has begun, cancellations are not guaranteed and a full refund may not be available.
• To cancel an order, contact us immediately at [email protected] or call us directly.

9.2 In-Store Orders

• In-store orders that have not yet been submitted to the kitchen may be cancelled at no charge.
• Once the order is submitted and preparation has begun, cancellations will be assessed on a case-by-case basis.

9.3 Catering and Large Group Orders

• Catering or large group orders must be cancelled at least 48 hours before the scheduled pickup or delivery time to receive a full refund.
• Cancellations made within 24–48 hours of the scheduled time may receive a 50% refund or store credit.
• Cancellations made less than 24 hours before the scheduled time are not eligible for a refund.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Imos Pizza provides the following dispute resolution process:

1. Internal Escalation: Request that your case be escalated to a senior customer service representative or manager for further review. You may do so by emailing [email protected] with the subject line "Refund Dispute – Escalation Request."
2. Good Faith Negotiation: We commit to engaging in good faith discussions to resolve any disputes fairly and efficiently, typically within 5 business days of escalation.
3. Third-Party Mediation: If an internal resolution cannot be reached, either party may seek resolution through an independent third-party mediator agreed upon by both parties.
4. Consumer Protection Agencies: Customers residing in the United States retain the right to file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or their respective state's consumer protection office if they believe their consumer rights have been violated.
5. Legal Proceedings: Any unresolved disputes may be subject to binding arbitration or litigation in accordance with applicable United States federal and state laws. Nothing in this policy limits your rights under applicable law.

11. Chargebacks

We ask that customers contact us directly before initiating a chargeback through their bank or credit card provider. Chargebacks should be a last resort. If a chargeback is filed without first allowing us the opportunity to resolve the issue, we reserve the right to dispute the chargeback and provide all relevant evidence of the transaction and our attempts to resolve the matter. Fraudulent chargebacks may result in the suspension of your account and future order privileges.

12. Modifications to This Policy

Imos 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 pizzimoss.rest. Continued use of our services following any changes constitutes your acceptance of the revised policy. We encourage you to review this policy periodically to stay informed of any updates.

13. Contact Information for Refund Requests

For all refund-related inquiries, cancellations, or disputes, please contact us using the details below: