Refund Policy

At Jet's Pizza, we are committed to delivering a satisfying experience with every order. We understand that issues may occasionally arise, and this Refund Policy outlines your rights and our obligations when it comes to refunds, cancellations, exchanges, and dispute resolution. Please read this policy carefully before placing an order through our website at pizzajets.click.

This policy applies to all orders placed directly through our website and is governed by applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act and relevant state-level consumer protection regulations.

1. Our Commitment to Customer Satisfaction

We take pride in the quality of our food and the reliability of our service. If your order does not meet our quality standards or if an error has occurred on our part, we will work with you to find a fair and timely resolution. Our goal is to ensure that every customer leaves satisfied, and we treat every refund or complaint request seriously and professionally.

2. Eligibility Conditions for Refunds

A refund may be issued under the following circumstances:

• Incorrect Order: You received items that differ from what you ordered (e.g., wrong toppings, wrong size, wrong crust type).
• Missing Items: One or more items from your order were not included in your delivery or pickup.
• Food Quality Issues: The food received was undercooked, overcooked, or otherwise not prepared to an acceptable standard.
• Damaged or Tampered Product: The food arrived in a condition that suggests tampering, contamination, or significant physical damage during delivery.
• Order Not Delivered: Your order was never received, and our delivery records confirm the failure to deliver.
• Duplicate Charges: You were charged more than once for the same order due to a technical error on our platform.
• Unauthorized Transactions: A charge was applied to your payment method without your knowledge or consent.

3. Timeframes for Refund Requests

To be eligible for a refund, you must submit your request within the following timeframes:

Requests submitted outside these timeframes will generally not be eligible for a refund, unless exceptional circumstances are demonstrated and verified by our customer service team.

4. Non-Refundable Items and Services

The following are generally not eligible for refunds:

• Orders where the customer provided incorrect delivery address information.
• Food items that have been partially or fully consumed, except in cases of documented quality issues.
• Promotional or complimentary items received as part of a special offer or loyalty program.
• Delivery fees, service fees, or platform charges, unless the order was never delivered or was entirely incorrect.
• Orders placed through third-party platforms (such as third-party delivery apps) — refund requests for those must be directed to the respective platform.
• Customization errors that resulted from incorrect information submitted by the customer at checkout.
• Changes in personal taste preferences after the order has been prepared as requested.
• Gift cards, promotional codes, or discount vouchers once applied and redeemed.

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

To request a refund, please follow these steps:

1. Contact Us Promptly: Reach out to our customer support team as soon as possible after identifying the issue. You can contact us by:
   • Email: [email protected]
   • Website: pizzajets.click
2. Provide Order Details: Include the following information in your request:
   • Your full name
   • Order number or confirmation number
   • Date and time of the order
   • Description of the issue
   • The amount you believe should be refunded
3. Submit Supporting Evidence: If applicable, attach clear photographs of the incorrect, damaged, or missing items. Visual documentation significantly speeds up the review process.
4. Await Confirmation: Our team will acknowledge your refund request within 1–2 business days and may follow up with additional questions if necessary.
5. Refund Decision: Once your request has been reviewed and approved, we will notify you of the outcome and initiate the refund process accordingly.

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 will depend on your original payment method:

Please note that while we process refunds on our end promptly, your financial institution may take additional time to post the credit to your account. We are not responsible for delays caused by third-party payment processors or banks.

7. Partial Refunds

In certain situations, a partial refund may be issued rather than a full refund. Partial refunds may apply when:

• Only one or a few items from a larger order were affected by an issue (e.g., one incorrect pizza in a multi-item order).
• The food quality concern applies to a portion of the order but the remainder was satisfactory.
• An item was missing from the order but other items were received correctly.
• A delivery fee refund is requested but the food itself was delivered correctly.
• Promotional discounts were applied, and the refund is calculated based on the net amount paid rather than the full retail value.

The amount of a partial refund will be determined based on the value of the affected item(s) as reflected in your order summary. Our customer service team will communicate the partial refund amount to you before processing.

8. Exchange Policy

Due to the perishable nature of food products, direct exchanges are generally not available for delivered or picked-up orders. However, in cases where an order error is clearly the result of a mistake on our part, we may offer one of the following resolutions at our discretion:

• Replacement Order: We will prepare and deliver or make available for pickup a corrected version of your order at no additional charge. This option is available when logistically feasible and within a reasonable timeframe after the original order was placed.
• Store Credit: We may issue a store credit equivalent to the value of the affected item(s), which can be applied to a future order on our website.
• Full or Partial Monetary Refund: As described in the sections above.

Our team will work with you to determine the most appropriate resolution based on the specific circumstances of your case. We aim to respond to exchange requests within 1 business day.

9. Cancellation Policy

We begin preparing your order shortly after it is placed to ensure freshness and timely delivery. As a result, our cancellation window is limited.

9.1 Cancellations Before Preparation Begins

If you wish to cancel your order, you must do so within 5 minutes of placing it. To cancel, contact us immediately via email at [email protected] or through our website at pizzajets.click. If your order has not yet entered preparation, we will cancel the order and issue a full refund.

9.2 Cancellations After Preparation Has Begun

Once your order has entered the preparation phase, cancellation may not be possible, and a refund may not be issued. However, we evaluate each situation individually. If exceptional circumstances exist, please contact us and we will do our best to assist you.

9.3 Cancellations Due to Operational Issues

In the event that Jet's Pizza must cancel your order due to circumstances on our end — such as ingredient shortages, equipment failure, or unforeseen operational issues — you will receive a full refund to your original payment method. We will notify you promptly in such cases.

10. Dispute Resolution Process

If you are not satisfied with our initial response to your refund request, you have the right to escalate your concern through the following process:

10.1 Internal Escalation

Request that your case be reviewed by a senior member of our customer service team. Please indicate in your follow-up communication that you are seeking an escalated review, and reference your original case number or order number. We will provide a final response within 3–5 business days.

10.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute charges with your credit card company or bank if you believe a transaction was unauthorized or if a merchant fails to fulfill their obligations. This is known as a chargeback. We encourage you to first contact us directly to resolve the matter, as chargebacks can be a lengthy process. However, we respect your right to pursue this avenue if necessary.

10.3 Federal and State Consumer Protection

If you believe your consumer rights have been violated, you may file a complaint with:

• Federal Trade Commission (FTC): www.ftc.gov — The FTC Act prohibits unfair or deceptive practices in commerce and protects consumer rights at the federal level.
• Your State's Attorney General Office: Most U.S. states have consumer protection divisions that handle complaints related to food service businesses and e-commerce.
• Better Business Bureau (BBB): www.bbb.org

10.4 Informal Mediation

Prior to initiating any formal legal proceeding, both parties agree to attempt to resolve any dispute through good-faith negotiation or informal mediation. Please contact us at [email protected] to initiate this process.

11. Fraudulent Claims

We take the integrity of our refund process seriously. Any customer found to be submitting fraudulent refund claims — including but not limited to falsified photos, misrepresentation of order details, or repeated abuse of the refund system — may have their account suspended and may be permanently banned from placing future orders. We reserve the right to pursue legal remedies for fraudulent activity where appropriate.

12. Policy Updates

Jet's Pizza reserves the right to update or modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website at pizzajets.click. We encourage customers to review this policy periodically to stay informed of any updates. Continued use of our website and services following any changes constitutes your acceptance of the revised policy.

13. Contact Information for Refund Requests

If you have a refund request, question, or concern, please reach out to our customer service team using the contact details below. We are here to help and will respond as promptly as possible.

This Refund Policy was last updated on April 7, 2026. It applies exclusively to orders placed directly through pizzajets.click and is subject to the laws of the United States of America.