Refund Policy

At Jet's Pizza, we are committed to delivering a high-quality food experience with every order. We understand that sometimes things don't go as planned, and this Refund Policy outlines your rights and our obligations when issues arise with your order. Please read this policy carefully before placing an order through our website at pizzajets.digital or through any of our affiliated ordering channels.

This policy applies to all orders placed online, by phone, or in person at any Jet's Pizza location operating under the pizzajets.digital digital platform. By placing an order with us, you agree to the terms outlined in this Refund Policy.

1. Eligibility Conditions for Refunds

We want every customer to be satisfied with their Jet's Pizza experience. Refunds may be issued under the following circumstances:

• Incorrect Order: You received items that were different from what you ordered (e.g., wrong toppings, wrong size, wrong crust type).
• Missing Items: One or more items from your confirmed order were not delivered or included in your pickup order.
• Food Quality Issues: The food delivered or picked up was undercooked, overcooked, spoiled, or otherwise not fit for consumption.
• Foreign Objects: You discovered a foreign object or contaminant in your food.
• Significant Delivery Delay: Your delivery order was delayed by more than 60 minutes beyond the estimated delivery time provided at the time of order placement, and the food arrived in an unsatisfactory condition as a direct result of the delay.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical error on our platform.
• Failed Delivery: Your order was confirmed and charged but never delivered and no delivery attempt was made.

Refunds are evaluated on a case-by-case basis. Not all issues automatically qualify for a full refund; partial refunds or store credit may be offered depending on the nature and extent of the issue.

2. Timeframes for Refund Requests

To be considered for a refund, you must contact Jet's Pizza within the following timeframes:

We strongly recommend contacting us as soon as you become aware of an issue to ensure timely resolution. Requests submitted outside these windows will be considered at our sole discretion and may be denied.

3. Non-Refundable Items and Services

The following items and circumstances are generally not eligible for refunds:

• Change of Mind: Orders that were accurately prepared and delivered as specified but you simply changed your mind after placement or delivery.
• Customization Errors by Customer: If you made an error during order placement (e.g., selected wrong toppings, wrong location, wrong time) and the order was prepared exactly as submitted, no refund will be issued.
• Partially Consumed Items: Refunds will not be issued for items that have been substantially consumed. A complaint about food quality must be reported promptly and before most of the food has been eaten.
• Delivery Fees: Delivery fees are non-refundable except in cases where the delivery was never attempted or where we are solely responsible for a failed delivery.
• Promotional Items and Discounts: Items received as part of a promotional offer, free item coupon, or promotional discount may not be eligible for a cash refund and may only qualify for replacement.
• Digital Coupons and Gift Cards: Digital coupons and gift card values are non-refundable and non-transferable.
• Service Fees and Platform Charges: Third-party platform service fees charged by external delivery platforms are not within our control and must be disputed directly with the applicable platform.
• Delays Due to External Factors: Delivery delays caused by weather events, traffic, natural disasters, or other circumstances beyond our reasonable control do not qualify for refunds.

4. 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. Step 1 – Gather Your Order Information
   Locate your order confirmation number, the email address used to place the order, the date and time of your order, and any relevant photos of the issue (e.g., incorrect items, food quality, foreign objects). Photos are strongly recommended and may expedite your claim.


2. Step 2 – Contact Jet's Pizza Customer Support
   Reach out to us using one of the following methods within the applicable timeframe:
   • Email: [email protected]
   • Website: pizzajets.digital (use the Contact or Support form)


3. Step 3 – Describe Your Issue
   Clearly describe the problem with your order. Include the following in your communication:
   • Your full name
   • Order confirmation number
   • Date and time of the order
   • Description of the issue
   • Preferred resolution (refund, replacement, or store credit)
   • Photos or supporting evidence, if available


4. Step 4 – Review and Response
   Our customer support team will review your request and respond within 1 to 3 business days. We may follow up with additional questions to help us assess your claim accurately.


5. Step 5 – Resolution
   Once your request is approved, we will notify you of the resolution — which may include a full refund, partial refund, store credit, or a complimentary replacement order. If your request is denied, we will explain the reason and provide any applicable alternatives.

5. Refund Processing Times by Payment Method

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

Please note that while we process refunds promptly on our end, financial institutions and payment processors may take additional time to reflect the credit in your account. Jet's Pizza is not responsible for delays caused by banks or third-party payment processors.

6. Partial Refunds

In some cases, a partial refund may be issued rather than a full refund. Partial refunds may be appropriate when:

• Only one or a few items from a larger order were incorrect or missing, and the rest of the order was satisfactory.
• A food quality issue affected part of the order but not the entire meal.
• The customer partially consumed the food before identifying the issue, making a full refund disproportionate to the inconvenience experienced.
• A delivery delay caused minor inconvenience but the food was still delivered and in an edible condition.
• A promotional discount or coupon was applied to the original order, in which case the refund will reflect the actual amount paid for the affected items.

The amount of any partial refund will be determined by our customer support team based on the specific circumstances of your case. We strive to be fair and reasonable in all partial refund decisions.

7. Exchange Policy

In cases where a refund is not the preferred resolution, Jet's Pizza may offer an exchange in the form of a replacement order. The following conditions apply to exchanges:

• Replacement orders are offered at our discretion for issues such as incorrect items, missing items, or significant quality problems.
• Replacements will be of equal or equivalent value to the original item(s) affected.
• You may be asked to return or provide photographic evidence of the original incorrect or unsatisfactory item before a replacement is dispatched.
• Replacements are subject to our standard preparation and delivery times.
• If you accept a replacement order, you waive your right to a monetary refund for the same issue.
• Replacements cannot be exchanged for cash value, store credit, or other menu items of greater value.

To request a replacement, follow the same steps outlined in Section 4 and indicate your preference for a replacement rather than a refund.

8. Cancellation Policy

Once an order is placed through pizzajets.digital or any associated channel, our kitchen team begins preparation almost immediately. For this reason, cancellations are subject to the following conditions:

• Within 5 minutes of order placement: Cancellations requested within 5 minutes of placing your order may be honored if kitchen preparation has not yet begun. A full refund will be issued.
• After 5 minutes of order placement: Once preparation has begun, cancellations cannot be accepted and no refund will be issued for the food items. Delivery fees are non-refundable at this stage.
• Scheduled Future Orders: If you placed an order for a future scheduled time, you may cancel up to 30 minutes before the scheduled preparation time for a full refund.
• Catering and Large Group Orders: For catering or large group orders (orders over $150), cancellations must be submitted at least 24 hours in advance for a full refund. Cancellations made within 24 hours of the scheduled order time may result in a cancellation fee of up to 50% of the total order value.

To request a cancellation, contact us immediately via email at [email protected] or visit pizzajets.digital and use the support contact form. Phone cancellation requests will be processed only if a representative is available to confirm before preparation begins.

9. 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 fair treatment:

Step 1: Internal Escalation

If your initial refund request was denied or you believe the resolution offered was inadequate, you may request an escalation to a senior customer support representative or store manager. Submit your escalation request via email to [email protected] with the subject line "Refund Dispute – [Your Order Number]." We will review escalated cases within 3 to 5 business days.

Step 2: Chargeback Rights

As a consumer in the United States, you have the right to dispute charges with your credit card issuer or bank if you believe a charge was unauthorized or if goods and services were not delivered as described. This right is protected under the Fair Credit Billing Act (FCBA) for credit card holders and similar regulations for debit card users. We encourage you to attempt resolution directly with us first, as chargebacks initiated without prior contact may limit our ability to assist you directly.

Step 3: Consumer Protection Resources

If you remain unsatisfied after exhausting our internal dispute process, you may contact the following consumer protection agencies:

• Federal Trade Commission (FTC): www.ftc.gov — for complaints about unfair or deceptive business practices.
• Consumer Financial Protection Bureau (CFPB): For payment and billing-related disputes.
• Your State Attorney General's Office: Many states offer consumer protection services and mediation.
• Better Business Bureau (BBB): www.bbb.org — for filing complaints and seeking informal mediation.

Step 4: Legal Proceedings

Any unresolved disputes that proceed to formal legal action shall be governed by the laws of the United States and the applicable state where the order was placed. Both parties agree to first attempt good-faith negotiation and mediation before initiating formal legal proceedings. Disputes must be filed in the jurisdiction where the Jet's Pizza location associated with your order is located.

10. Consumer Rights Under U.S. Law

Jet's Pizza operates in full compliance with applicable United States consumer protection laws, including:

• Federal Trade Commission Act (FTC Act): We are committed to fair and non-deceptive business practices in all transactions and communications.
• Fair Credit Billing Act (FCBA): Customers who pay by credit card have the right to dispute billing errors with their card issuer.
• Electronic Fund Transfer Act (EFTA): Customers who pay by debit card or electronic transfer have certain protections under federal law.
• State Consumer Protection Laws: Depending on the state in which you place your order, additional consumer protection rights may apply. We respect and honor all applicable state-level consumer protection statutes.

Nothing in this Refund Policy is intended to limit or override any rights you may have under applicable federal or state consumer protection law.

11. Modifications to This Policy

Jet's Pizza reserves the right to update or modify this Refund Policy at any time. Changes will be posted on our website at pizzajets.digital with a revised effective date. We encourage you to review this policy periodically. Continued use of our services after a policy update constitutes your acceptance of the revised terms.

12. Contact Information for Refund Requests

For all refund requests, cancellations, exchanges, or related inquiries, please contact our customer support team using the information below:

When contacting us, please have your order number, contact information, and a description of the issue ready to help us serve you as efficiently as possible. We are dedicated to resolving your concerns promptly and fairly.

This Refund Policy was last updated on April 24, 2026, and is effective as of the same date. It applies to all orders placed through pizzajets.digital and affiliated Jet's Pizza digital ordering channels.