Refund Policy

Last Updated: April 20, 2026

1. Overview

This Refund Policy applies to all purchases made through our website jets-pizza.click, by phone, or in-store at any Jet's Pizza location. By placing an order with us, you agree to the terms outlined in this policy. We reserve the right to update or modify this policy at any time, and changes will be reflected on this page with an updated date.

As a food service business operating in the United States, we comply with applicable federal and state consumer protection laws, including guidelines established by the Federal Trade Commission (FTC) under the FTC Act (15 U.S.C. § 45), which prohibits unfair or deceptive acts or practices in commerce.

2. Eligibility Conditions for Refunds

We want every Jet's Pizza experience to be a great one. If your order does not meet our quality standards, you may be eligible for a refund or replacement under the following conditions:

• The order received was incorrect (wrong items, missing items, or wrong size).
• The food arrived in an unacceptable condition (e.g., significantly undercooked, spoiled, or contaminated).
• The order was never delivered despite confirmation of a successful delivery attempt.
• You were charged incorrectly or a duplicate charge was applied to your account.
• A technical error on our website or ordering platform resulted in an unintended or duplicate order.
• The order was significantly delayed beyond the estimated delivery time and you no longer wish to receive it.

Refund requests that do not meet one or more of the above conditions may be reviewed on a case-by-case basis at the discretion of our management team. We encourage all customers to contact us directly so we can work toward a satisfactory resolution.

3. Timeframes for Refund Requests

To be considered for a refund, you must contact us within the following timeframes:

Requests submitted outside of these timeframes may be declined. However, we encourage you to reach out regardless, as we review all situations on an individual basis and may make exceptions in extraordinary circumstances.

4. Non-Refundable Items and Services

Due to the perishable nature of food products, certain items and services are non-refundable. The following are generally not eligible for refunds:

• Completed and consumed orders: If you have consumed all or most of the food and then decide you are dissatisfied solely based on personal preference, a refund will not typically be issued.
• Customized orders: Orders that were prepared exactly according to your custom specifications (specific toppings, sauces, dietary modifications) and delivered correctly are non-refundable based solely on a change of preference.
• Delivery fees: Delivery charges are non-refundable unless the non-delivery was caused by an error on our part.
• Promotional or discounted items: Items purchased at a special promotional price or using coupon codes may not be eligible for refunds unless there is a clear quality or delivery issue.
• Gift cards and vouchers: Digital and physical gift cards are non-refundable once purchased and cannot be exchanged for cash.
• Service fees: Any applicable platform or service fees are non-refundable once the order has been confirmed and sent to the kitchen for preparation.

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

Requesting a refund from Jet's Pizza is simple. Please follow the steps below to ensure your request is processed as quickly and efficiently as possible:

1. Step 1 – Gather Your Order Information: Locate your order confirmation number, the date and time of the order, and the payment method used. Take clear photos of the issue if applicable (e.g., incorrect item, food quality concern).
2. Step 2 – Contact Us: Reach out to our customer support team using one of the methods listed in the Contact Information section below. You may email us at [email protected] or visit our website at jets-pizza.click.
3. Step 3 – Provide Details: In your message or call, clearly explain the nature of your complaint. Include your order number, the items in question, the issue experienced, and any supporting photos or documentation.
4. Step 4 – Review Process: Our customer service team will review your request and may contact you for additional information. We aim to acknowledge all refund requests within 1–2 business days.
5. Step 5 – Resolution: Once your request has been reviewed and approved, we will notify you of the decision and the type of resolution offered (full refund, partial refund, replacement order, or store credit).
6. Step 6 – Refund Issued: If a refund is approved, it will be processed using the original payment method within the timeframes described in Section 6 below.

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 depends on your payment method:

Please note that while we initiate the refund on our end promptly after approval, the final processing time is subject to your financial institution's policies and may take additional time to reflect on your statement. 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 in the following circumstances:

• Only a portion of your order was incorrect or missing, while the remainder was delivered accurately.
• The food quality issue affected only specific items in your order.
• A coupon or promotional discount was applied, and the refund reflects the actual amount paid rather than the full menu price.
• The order was partially consumed before a quality issue was identified.
• A significant delay occurred, but the order was ultimately delivered and accepted.

The amount of any partial refund will be determined by our customer service team based on a fair assessment of the circumstances. We will always communicate clearly with you about the amount being refunded and the reason for a partial rather than full refund.

8. Exchange Policy

In many cases, we prefer to resolve issues by offering a replacement order rather than a monetary refund. This ensures you still enjoy your Jet's Pizza experience without delay. Our exchange policy works as follows:

• Incorrect Items: If you received the wrong item, we will prepare and send the correct item as quickly as possible at no additional charge.
• Quality Issues: If your food did not meet our quality standards, we will remake the item and deliver it fresh to you, subject to operational hours and your location.
• Missing Items: If items were missing from your order, we will either deliver the missing items or issue a credit/refund for those specific items.

Exchanges are subject to availability and the operational hours of your nearest Jet's Pizza location. You may also opt for store credit instead of a replacement if you prefer. Please note that exchanges are not available for items that were prepared correctly based on your original order specifications but are being returned due to a simple change of preference.

9. Cancellation Policy

We understand that plans can change. However, because our food is prepared fresh to order, our ability to accept cancellations is time-sensitive. Please review our cancellation terms below:

9.1 Cancellations Before Order Preparation Begins

If you need to cancel an order, please contact us immediately after placing it. If your order has not yet entered the preparation stage, we will cancel it and issue a full refund. Given that food preparation often begins within minutes of order confirmation, this window is very short.

9.2 Cancellations After Preparation Has Begun

Once your order has been sent to our kitchen and preparation has begun, we are generally unable to cancel the order. In such cases, no refund will be issued unless the issue falls under one of the eligibility conditions described in Section 2.

9.3 Cancellations for Delivery Orders

For delivery orders, if the order is already with our delivery driver en route to you, cancellation is not possible. If you refuse delivery upon arrival, this will be treated as a completed order and a refund will generally not be issued unless there are extenuating circumstances.

9.4 Pre-Ordered or Scheduled Orders

For orders scheduled in advance, you may cancel up to 1 hour before the scheduled delivery or pickup time for a full refund. Cancellations made within the 1-hour window may incur a cancellation fee or may not be eligible for a full refund.

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. We are committed to resolving all disputes fairly and transparently.

10.1 Internal Escalation

If you disagree with our initial refund decision, you may request that your case be escalated to a senior member of our customer service team or management. Please email us at [email protected] with the subject line "Refund Dispute – [Your Order Number]" and provide any additional information or documentation supporting your claim.

10.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute a charge with your credit or debit card issuer if you believe you have been unfairly charged. Under the Fair Credit Billing Act (FCBA) and the Electronic Fund Transfer Act (EFTA), you may contact your bank or card issuer to initiate a chargeback. We strongly encourage customers to contact us first before initiating a chargeback, as we are committed to resolving issues directly and efficiently.

10.3 FTC and Consumer Protection Agencies

If you believe our practices are unfair or deceptive, you may also file a complaint with the Federal Trade Commission (FTC) at ftc.gov/complaint. Depending on your state of residence, additional consumer protection resources may be available through your state's Attorney General office.

10.4 Informal Resolution

We strongly prefer to resolve any disputes amicably and informally. Before pursuing any formal legal action or third-party dispute resolution, we ask that you give us the opportunity to address your concern directly. Most issues can be resolved quickly and to your satisfaction through direct communication with our team.

11. Special Circumstances

We recognize that extraordinary situations may arise that are beyond the control of either party. In the event of severe weather, natural disasters, technical outages, or other force majeure events that affect our ability to fulfill your order, we will work with you to provide a fair resolution, which may include a full refund, store credit, or a rescheduled order at no additional cost.

12. Fraud and Abuse

Jet's Pizza reserves the right to deny refund requests that appear to be fraudulent, abusive, or made in bad faith. This includes but is not limited to repeated refund requests from the same customer without legitimate cause, attempts to exploit promotional offers, or providing false information in support of a refund claim. Accounts found to be engaging in fraudulent refund activity may be flagged or suspended from placing future orders.

14. Policy Updates

Jet's Pizza reserves the right to modify or update this Refund Policy at any time. Any changes will be posted on this page with a revised "Last Updated" date. We encourage you to review this policy periodically to stay informed of any updates. Your continued use of our website and services following any changes constitutes your acceptance of the revised policy.

This Refund Policy was last reviewed and updated on April 20, 2026, and is effective as of that date. Thank you for choosing Jet's Pizza. We value your trust and your business, and we are always striving to deliver the best pizza experience possible.