Refund Policy

Effective Date: May 14, 2026  |  Last Updated: May 14, 2026

1. Overview

This Refund Policy applies to all orders placed through our website pizzajetsmeal.click, by phone, or through any other ordering channel operated by Jet's Pizza. By placing an order with us, you agree to the terms outlined in this policy. This policy is governed by applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act, and any relevant state regulations.

We understand that issues can sometimes arise with food orders — whether it's an incorrect item, a quality concern, or a delivery problem. Our goal is to resolve every concern fairly, efficiently, and with your satisfaction as our priority.

2. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund under the following circumstances:

• Wrong Order Delivered: You received items that do not match what you ordered (e.g., wrong pizza toppings, wrong size, wrong items entirely).
• Missing Items: One or more items from your confirmed order were not included in your delivery or pickup bag.
• Poor Food Quality: The food was delivered in an unsatisfactory condition, such as being undercooked, overcooked, spoiled, or otherwise unfit for consumption.
• Significant Delivery Delay: Your order was delivered significantly later than the quoted estimated delivery time, rendering the food unsatisfactory.
• Duplicate Charges: You were charged more than once for the same order due to a billing or technical error.
• Order Not Received: Your delivery order never arrived and was confirmed as undelivered by our system or delivery team.
• Allergen Issue: Your order contained an ingredient that was clearly noted as an allergen or exclusion at the time of ordering, and we failed to accommodate your request.

To be eligible for a refund, you must provide reasonable evidence of the issue, such as photographs of the incorrect or unsatisfactory food, a description of the problem, and your order number. All refund requests are subject to review and verification by our customer service team.

3. Timeframes for Refund Requests

Timely reporting is essential for us to investigate and resolve your concern effectively. Please observe the following timeframes:

Refund requests submitted outside of these timeframes may not be honored. We strongly encourage customers to inspect their orders promptly upon receipt.

4. Non-Refundable Items and Situations

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

• Change of Mind: Refunds will not be issued simply because you changed your mind after an order has been confirmed and preparation has begun.
• Consumed Orders: If a significant portion of the food has been consumed and you then raise a quality complaint, we may decline a full refund at our discretion.
• Customizations You Requested: If the food was prepared exactly as you specified in your order (including unusual customizations), and you are dissatisfied with the result, this may not qualify for a refund.
• Promotional or Free Items: Items received as part of a promotion, discount, or complimentary offer are not eligible for cash refunds.
• Delivery Fees: Delivery fees are generally non-refundable unless the order was never delivered or the refund is due to our error.
• Third-Party Delivery Issues: If your order was placed through a third-party delivery platform (such as DoorDash, Uber Eats, or Grubhub), refund requests must be directed to that platform, as they govern their own refund policies.
• Late Requests: Any request submitted beyond the timeframes outlined in Section 3 above.

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

Follow these steps to submit a refund request with Jet's Pizza:

1. Step 1 — Gather Your Information: Before contacting us, have the following ready:
   • Your order number or confirmation email
   • The date and time of your order
   • A description of the issue
   • Photographs or other evidence (if applicable)
   • Your preferred contact method and refund method
2. Step 2 — Contact Us: Reach out to our customer service team using one of the methods below:
   • Email: [email protected]
   • Website: pizzajetsmeal.click
3. Step 3 — Submit Your Request: Clearly state that you are requesting a refund, describe the problem in detail, and attach any supporting photos or documentation.
4. Step 4 — Wait for Acknowledgment: Our team will acknowledge your request within 1–2 business days and may ask for additional information to process your claim.
5. Step 5 — Review and Decision: We will review all submitted information and make a determination. You will be notified of our decision via email within 3–5 business days of acknowledgment.
6. Step 6 — Refund Issued: If your refund is approved, it will be processed according to the payment method used for the original transaction (see Section 6 below).

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to reach you depends on your original payment method:

Please note that while we process refunds promptly on our end, the actual posting to your account is subject to your bank or payment provider's processing times, which are outside of our control. If you have not received your refund after the estimated timeframe, we recommend contacting your bank before reaching out to us.

7. Partial Refunds

In some 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, while the rest of the order was acceptable.
• You consumed a portion of your order before identifying a quality issue.
• A delivery delay affected only part of the order's quality.
• A special request or customization was partially fulfilled.
• We are unable to verify the full extent of the reported issue based on the evidence provided.

The amount of a partial refund will be calculated based on the value of the affected items, minus any applicable delivery fees or taxes. Our customer service team will communicate the proposed partial refund amount to you and provide an explanation.

8. Exchange Policy

In lieu of a monetary refund, we may offer to exchange or replace your order under the following conditions:

• The original order was incorrect (wrong items delivered).
• Items were missing from your order.
• The food did not meet acceptable quality standards.

If you prefer a replacement rather than a refund, please indicate this when contacting our customer service team. We will arrange for the corrected order to be prepared and delivered or made available for pickup as quickly as possible, typically within the same operating hours as your original order.

Please note that exchanges are subject to item availability and operating hours. In situations where a replacement cannot be provided promptly, a refund will be offered instead.

9. Order Cancellation Policy

We understand that plans can change. Here is our cancellation policy based on the stage of your order:

To cancel an order, please contact us as soon as possible at [email protected] or through our website at pizzajetsmeal.click. The sooner you reach out, the more likely we are able to accommodate your cancellation request. Once a pizza is in the oven, cancellation options become significantly limited.

10. Dispute Resolution Process

We strive to resolve all refund and order disputes amicably and efficiently. If you are not satisfied with our initial response to your refund request, the following escalation process is available:

Step 1 — Internal Escalation

Request that your case be escalated to a senior customer service representative or manager. Email [email protected] with the subject line "Refund Dispute Escalation" and include your original ticket or case number, a summary of the issue, and why you believe the initial resolution was unsatisfactory.

Step 2 — Formal Written Complaint

If escalation does not resolve your concern, you may submit a formal written complaint to us via email. We will treat this as a formal dispute and aim to provide a final written decision within 10 business days.

Step 3 — External Resources

If you remain unsatisfied after exhausting our internal dispute process, you have the right to pursue the following external options:

• Federal Trade Commission (FTC): File a consumer complaint at ftc.gov. The FTC protects consumers against unfair or deceptive practices under the FTC Act.
• State Attorney General's Office: You may contact your state's Attorney General office for consumer protection assistance.
• Better Business Bureau (BBB): You may file a complaint with the BBB at bbb.org.
• Credit Card Chargeback: If you paid by credit card and believe you have been wrongly charged, you have the right to contact your card issuer to initiate a chargeback in accordance with your card agreement and applicable law.

11. Special Circumstances

We recognize that unique situations arise from time to time. The following special circumstances may affect refund eligibility and processing:

• System Outages: If a technical error on our website or ordering system caused a duplicate order or incorrect charge, we will issue a full refund upon verification.
• Extreme Weather or Force Majeure: In cases of severe weather, natural disasters, or other extraordinary events that affect delivery, we will make reasonable accommodations, which may include refunds or store credit.
• Catering or Large Orders: Refund requests for catering orders or large group orders are handled on a case-by-case basis and may require additional review time. We recommend reaching out within 24 hours of the event or delivery.
• Promotional Deals and Coupons: If a discount was applied to your order, refunds will be calculated based on the amount you actually paid, not the original listed price.

12. Contact Information for Refund Requests

For any refund requests, questions about this policy, or order concerns, please contact our customer service team using the information below. We are committed to responding promptly and professionally.

Our customer service team is available to assist you during our regular business hours. When contacting us regarding a refund, please include your order number, date of order, and a description of the issue in your initial message to help us assist you as quickly as possible.

13. Changes to This Refund Policy

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 pizzajetsmeal.click. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage you to review this policy periodically to stay informed of any changes. Continued use of our services after any modifications constitutes your acceptance of the updated policy.

14. Governing Law

This Refund Policy is governed by and construed in accordance with the laws of the United States of America. Any disputes arising under this policy shall be subject to the jurisdiction of the appropriate courts and regulatory bodies in the United States. Consumer rights under applicable federal and state laws, including the FTC Act, are not waived or limited by this policy.