Refund Policy

At Jet's Pizza, we are committed to delivering the highest quality food and customer experience. We understand that issues may occasionally arise with your order, and we want to make the resolution process as straightforward and fair as possible. Please read this Refund Policy carefully to understand your rights and our obligations when it comes to refunds, cancellations, and exchanges.

By placing an order through pizza-jets.digital or any affiliated ordering platform, you agree to the terms outlined in this Refund Policy. This policy is governed by the laws of the United States and applicable state consumer protection regulations, including the Federal Trade Commission (FTC) Act.

1. Our Commitment to Customer Satisfaction

Jet's Pizza takes pride in the quality of every order we prepare. If you are not fully satisfied with your purchase, we encourage you to contact us as soon as possible. Our team will work diligently to resolve your concern fairly and promptly. We believe every customer deserves a great experience, and we stand behind the food and service we provide.

2. Eligibility Conditions for Refunds

To be eligible for a refund, the following general conditions must be met:

• The refund request must be submitted within the applicable timeframe described in Section 3 of this policy.
• The issue must be related to an order placed directly through pizza-jets.digital or through an authorized Jet's Pizza ordering channel.
• You must provide proof of purchase, including your order number, order date, and the email address or phone number used to place the order.
• The reported issue must be verifiable and directly attributable to an error made by Jet's Pizza (e.g., wrong items delivered, missing items, food quality issues, or significant preparation errors).
• Refund requests submitted for orders affected by circumstances outside Jet's Pizza's reasonable control (such as incorrect delivery address provided by the customer, refusal to accept the order at the door, or failure to be present at the delivery location) may not qualify for a full refund.

3. Timeframes for Refund Requests

Timely reporting is essential for us to investigate and resolve your concern effectively. The following timeframes apply to refund requests:

Requests submitted outside of these timeframes may be denied at the sole discretion of Jet's Pizza. We strongly encourage customers to inspect their orders immediately upon receipt.

4. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds. The following are generally non-refundable:

• Correctly prepared orders: If your order was prepared accurately according to the specifications you submitted and you simply changed your mind or no longer want the items, a refund will not be issued.
• Partially consumed food: Items that have been substantially eaten or consumed are not eligible for a refund, except in cases involving documented food safety or quality issues.
• Delivery fees: Delivery charges are non-refundable unless Jet's Pizza failed to deliver the order or a verified delivery error occurred.
• Promotional or discounted items: Items purchased as part of a limited-time promotion, free offer, or deep discount are generally non-refundable unless the item itself was defective or incorrect.
• Gift cards and store credit: Purchases of gift cards or store credit are final and non-refundable once issued.
• Tips and service fees: Gratuities and platform service fees charged at the time of ordering are non-refundable.
• Special or custom orders: Orders customized with specific unique modifications may be non-refundable once preparation has begun, unless there was an error on our part.

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

If you believe you are eligible for a refund, please follow these steps to submit your request:

1. Gather Your Order Information: Locate your order confirmation email or text message. Note your order number, the date and time of your order, the items purchased, and the total amount charged.
2. Document the Issue: If possible, take clear photographs of the incorrect, missing, or unsatisfactory item(s). Visual documentation significantly speeds up the review process and helps us improve our service.
3. Contact Jet's Pizza: Reach out to us using one of the following methods within the applicable timeframe:
   • Email: [email protected]
   • Website: pizza-jets.digital
4. Provide Required Details: In your message, include the following:
   • Your full name and contact information
   • Order number and date of purchase
   • Description of the issue (what went wrong and how)
   • Photographs or supporting documentation, if applicable
   • Your preferred resolution (refund, replacement, or store credit)
5. Await Our Response: Our customer service team will acknowledge your request within 1–2 business days and may follow up with additional questions or verification steps.
6. Resolution: Once your request has been reviewed and approved, we will notify you of the approved resolution and process any applicable refund or replacement within the timeframes outlined in Section 7.

6. Cancellation Policy

We understand that plans can change. However, because we begin preparing food orders shortly after they are received, our ability to cancel and refund an order depends on its preparation status at the time of the cancellation request.

6.1 Cancellation Before Preparation Begins

If you contact us to cancel your order before food preparation has started, you are entitled to a full refund of the order total, including any applicable fees. Cancellations must be requested immediately after placing the order, as preparation typically begins within minutes of order confirmation.

6.2 Cancellation During Preparation

If preparation of your order has already begun at the time you request a cancellation, Jet's Pizza may issue a partial refund at our discretion. The amount refunded will reflect any portion of the order that has not yet been prepared. In many cases, once preparation has started, a full refund may not be possible.

6.3 Cancellation After Dispatch or Pickup

Once an order has been dispatched for delivery or picked up by the customer, cancellations will not be accepted and no refund will be issued unless a qualifying issue (as described in Section 2) exists with the order upon receipt.

6.4 How to Cancel an Order

To cancel an order, contact us immediately by email at [email protected] or through the ordering platform you used to place the order. Please include your order number and the reason for cancellation in your message.

7. Refund Processing Times by Payment Method

Once a refund has been approved, the processing time will vary depending on the payment method used at the time of purchase:

Please note that Jet's Pizza initiates refunds promptly upon approval; however, the final credit to your account is subject to your financial institution's processing policies and timelines. Jet's Pizza is not responsible for delays caused by banks or payment processors.

8. Partial Refunds

In certain circumstances, a partial refund may be issued rather than a full refund. Partial refunds may apply in the following situations:

• Only certain items in a multi-item order were incorrect, missing, or unsatisfactory, while other items were prepared and delivered correctly.
• An order was partially consumed before a quality issue was discovered.
• A cancellation request was submitted after food preparation had already begun.
• A customer received items that were slightly different from their request but were otherwise acceptable and of good quality.
• A discount, coupon, or promotional credit was applied to the order at the time of purchase, reducing the refundable base amount.

The amount of any partial refund will be calculated based on the value of the affected portion of the order. Jet's Pizza will communicate the specific refund amount to the customer prior to processing.

9. Exchange Policy

In lieu of a monetary refund, Jet's Pizza may offer an exchange or replacement for orders that did not meet expectations due to preparation errors or quality issues. Exchanges are subject to the following conditions:

• Exchange requests must be submitted within the same timeframes as refund requests (see Section 3).
• Jet's Pizza will prepare and deliver or make available a replacement order of equal or comparable value to the original incorrect or unsatisfactory item(s) at no additional cost to the customer.
• Exchanges are offered at the discretion of Jet's Pizza and may not be available in all circumstances (for example, if the store is closed at the time of the request).
• If a replacement order cannot be fulfilled within a reasonable timeframe, a monetary refund or store credit will be offered instead.
• Customers who accept a replacement order are not entitled to an additional monetary refund for the same item(s).

10. Store Credit

In some cases, Jet's Pizza may offer store credit as an alternative to a monetary refund. Store credit will be issued in the full approved refund amount and can be applied toward any future order placed through pizza-jets.digital or at participating Jet's Pizza locations. Store credit does not expire, is non-transferable, and has no cash value. Store credit cannot be combined with other promotional offers unless otherwise stated.

11. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Jet's Pizza provides a structured dispute resolution process to ensure your concerns are fully heard and fairly considered.

11.1 Internal Escalation

If your initial refund request was denied or you disagree with the resolution offered, you may escalate your concern by sending a written appeal to [email protected] with the subject line "Refund Dispute – [Your Order Number]." Please include all relevant details, your original request, the response you received, and the reason for your appeal. A senior member of our customer service team will review your appeal within 5 business days.

11.2 Chargeback Rights

You retain the right to contact your bank, credit card issuer, or payment processor to initiate a chargeback if you believe an unauthorized or erroneous charge was made to your account. However, we encourage customers to contact Jet's Pizza directly first, as most issues can be resolved quickly without the need for a formal chargeback. Fraudulent chargeback claims may result in the suspension of your account.

11.3 Consumer Protection Resources

If you believe Jet's Pizza has engaged in unfair or deceptive trade practices, you may file a complaint with the following agencies:

• Federal Trade Commission (FTC): www.ftc.gov
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your state's Attorney General Office or Department of Consumer Affairs

Customers in California may also have additional rights under the California Consumer Privacy Act (CCPA/CPRA) with respect to personal data collected during the transaction process.

11.4 Governing Law

This Refund Policy is governed by the laws of the United States of America. Any disputes that cannot be resolved through our internal process may be subject to binding arbitration or small claims court proceedings, as permitted by applicable law.

12. Third-Party Ordering Platforms

If your order was placed through a third-party delivery or ordering platform (such as DoorDash, Uber Eats, Grubhub, or similar services), the refund policy of that platform may apply in addition to or instead of this policy. Jet's Pizza encourages customers who ordered through third-party platforms to contact both Jet's Pizza and the platform's customer support for the most effective resolution. Jet's Pizza is not responsible for refund decisions made independently by third-party platforms.

13. Policy Updates

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. Continued use of our website and ordering 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.

14. Contact Us

If you have any questions about this Refund Policy, need to submit a refund request, or require assistance with an order issue, please contact our customer service team using the information below. We are here to help and committed to resolving your concern as quickly as possible.

This Refund Policy was last reviewed and updated on May 1, 2026. Thank you for choosing Jet's Pizza. We value your business and your trust.