Refund Policy

Last Updated: July 18, 2026

1. Introduction

At Jet's Pizza, we are committed to delivering high-quality food and an exceptional customer experience with every order. We understand that occasionally issues may arise, and we want to ensure that every customer is treated fairly and transparently. This Refund Policy outlines the conditions under which refunds, exchanges, and cancellations are handled for orders placed through our website myjetspizza.top.

This policy applies to all customers in the United States and is governed by applicable federal and state consumer protection laws, including the Federal Trade Commission Act (FTC Act) and relevant state-level food service regulations. We encourage all customers to review this policy carefully and contact us with any questions before placing an order.

2. Eligibility Conditions for Refunds

Jet's Pizza will consider refund requests under the following circumstances. A refund may be issued if:

• Your order was incorrect — meaning you received items that differ from what was specified at the time of purchase.
• Your order was missing items that were charged but not delivered or included in your order.
• Your food was significantly substandard in quality, including but not limited to food that was undercooked, overcooked, spoiled, or contained foreign objects.
• Your order was never delivered despite confirmed payment and a valid delivery address being provided.
• You were charged incorrectly, including duplicate charges or incorrect pricing applied at checkout.
• A technical error on our website resulted in an unintended or erroneous transaction.

To be eligible for a refund, the issue must be reported within the timeframes specified in Section 3 of this policy. Refund requests submitted after the applicable deadline may not be honored at our discretion.

3. Timeframes for Refund Requests

Time is an important factor in refund eligibility, particularly for perishable food items. The following timeframes apply to refund requests at Jet's Pizza:

We strongly encourage customers to inspect their orders immediately upon receipt. Due to the perishable nature of food products, delayed reports significantly reduce our ability to verify claims and process refunds appropriately.

4. Non-Refundable Items and Situations

The following items and situations are generally not eligible for a refund:

• Change of mind: Refunds will not be issued simply because a customer changed their mind about an order after it was prepared or delivered.
• Incorrect address provided by customer: If an order cannot be delivered due to an incorrect address entered at checkout, no refund will be issued.
• Uneaten food returned without a valid quality complaint: Partially consumed food is generally not eligible for a refund unless a legitimate quality issue is identified.
• Customization dissatisfaction: If you requested specific customizations (such as extra toppings, sauce changes, or dietary modifications) and the order was prepared as requested, but you are dissatisfied with the result, a refund may not be applicable.
• Promotional or discounted items: Items purchased using promotional codes, special deals, or loyalty rewards may be subject to separate terms and may not be eligible for refunds.
• Delivery fees: Delivery charges are generally non-refundable unless the failure to deliver was due to an error on our part.
• Late refund requests: Requests submitted beyond the deadlines listed in Section 3 above are not guaranteed to be honored.

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

To initiate a refund request with Jet's Pizza, please follow the steps outlined below:

1. Step 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 at [email protected] or visit our website at myjetspizza.top.
2. Step 2 — Provide Your Order Details: Include the following information in your refund request:
   • Your full name
   • Order number or confirmation code
   • Date and time of your order
   • Email address used to place the order
   • A clear description of the issue
3. Step 3 — Submit Supporting Evidence: Where applicable, please attach photographs or screenshots that support your claim. For quality-related issues, a photo of the food in question is especially helpful and may be required to process your request.
4. Step 4 — Await Review: Our customer support team will review your submission and may follow up with additional questions. We aim to acknowledge all refund requests within 1–2 business days of receipt.
5. Step 5 — Receive Our Decision: Once your request has been reviewed, we will notify you of our decision via email. If your refund is approved, we will initiate the refund process using the original payment method or an agreed alternative.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your funds depends on your payment method. The following processing times apply:

Please be aware that while we process refunds promptly on our end, the actual appearance of funds in your account may be subject to your bank's or payment provider's internal processing timelines, which are outside of our control. If you have not received your refund after the maximum estimated timeframe, please contact your financial institution before reaching out to us.

7. Partial Refunds

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

• Only some items in your order were incorrect, missing, or unsatisfactory, and the remainder of the order was delivered correctly.
• A food quality issue affects part of the order, but the rest of the order was acceptable.
• A customer partially consumed an order before identifying an issue, making a full refund inappropriate.
• A promotional discount was applied to an order and the refund is calculated against the discounted price paid rather than the full retail value.

The amount of a partial refund will be determined at our discretion based on the nature and extent of the issue reported. We will communicate the refund amount clearly to you before processing.

8. Exchange Policy

Because Jet's Pizza offers freshly prepared food products, traditional item exchanges are not always feasible. However, we are committed to making things right for our customers. Our exchange approach works as follows:

• Incorrect items: If you received an item different from what you ordered, we will arrange for a replacement order to be prepared and delivered (subject to availability and operating hours) or issue a full or partial refund.
• Quality issues: If your food did not meet our quality standards, we may offer to prepare a fresh replacement at no additional cost, depending on the nature of the complaint and feasibility.
• Missing items: Missing items may be delivered separately (where logistically possible) or refunded to your original payment method.

Exchanges are subject to the same reporting timeframes as refunds and must be initiated through our customer support team at [email protected].

9. Cancellation Policy

We understand that circumstances can change. Our cancellation policy is as follows:

9.1 Online Orders

Online orders placed through myjetspizza.top may be cancelled without charge if the cancellation request is submitted within 5 minutes of placing the order, provided that our kitchen has not yet begun preparing your food. Once preparation has begun, cancellations may not be accepted, and a full refund may not be available.

9.2 Catering and Large Group Orders

For catering orders or large group orders, the following cancellation terms apply:

• Cancellations made more than 48 hours before the scheduled order time: Full refund issued.
• Cancellations made between 24 and 48 hours before the scheduled order time: 50% refund issued.
• Cancellations made less than 24 hours before the scheduled order time: No refund will be issued, as ingredients and preparation costs will have been incurred.

9.3 How to Cancel

To cancel an order, please contact us immediately at [email protected] or through our website at myjetspizza.top. Provide your order number and the reason for cancellation. Cancellations will only be considered valid upon receipt of written confirmation from our team.

10. Dispute Resolution Process

We are committed to resolving all customer concerns in a fair and timely manner. If you are dissatisfied with the outcome of your refund request, the following dispute resolution process applies:

10.1 Internal Review

If you believe your refund request was not handled appropriately, you may escalate your concern by emailing [email protected] with the subject line "Refund Dispute — [Your Order Number]". Please include a detailed explanation of why you disagree with our initial decision. A senior member of our team will conduct an independent review and respond within 5 business days.

10.2 Credit Card Chargebacks

Customers have the right to initiate a chargeback with their credit card issuer if they believe they were charged for a product or service not received or substantially different from what was described. We ask that customers first attempt to resolve the issue directly with Jet's Pizza before initiating a chargeback. We will cooperate fully with any legitimate chargeback investigation.

10.3 Consumer Protection Resources

Customers in the United States who believe their consumer rights have been violated may also file a complaint with the following organizations:

• Federal Trade Commission (FTC): www.ftc.gov
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your State Attorney General's Office or applicable state consumer protection agency
• Your local Better Business Bureau (BBB)

10.4 Informal Mediation

If an internal review does not resolve the dispute to your satisfaction, both parties agree to first attempt informal mediation before pursuing any formal legal action. Either party may propose mediation by providing written notice to the other party. The costs of mediation, if any, shall be shared equally unless otherwise agreed.

11. Special Circumstances

Jet's Pizza recognizes that extraordinary circumstances may arise that fall outside the typical scope of this policy. These may include:

• Allergic reactions: If a customer experiences an allergic reaction due to an ingredient not disclosed or incorrectly labeled, please contact us immediately at [email protected]. We treat all allergy-related complaints with the highest priority and will conduct a thorough investigation. We may also direct you to contact local health authorities if required.
• Food safety concerns: Any concerns about food safety, contamination, or foreign objects in your food should be reported to us immediately, as well as to your local health department if appropriate.
• Service outages: If a technical outage on our website results in duplicate or erroneous charges, we will issue a full refund for any overcharges as soon as the issue is identified and verified.

12. Changes to This Refund Policy

Jet's Pizza reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on this page with an updated effective date. We encourage customers to review this policy periodically. Continued use of our website and services after any changes are posted constitutes acceptance of the revised policy.

13. Contact Information for Refund Requests

If you have any questions about this Refund Policy or wish to submit a refund request, please contact us using the details below. Our customer support team is available to assist you during regular business hours.