Refund Policy

At Imos Pizza, we are committed to providing our customers with the highest quality food and service. We understand that situations may arise where a refund or exchange is necessary, and we have established this Refund Policy to ensure a fair and transparent process for all parties. Please read this policy carefully before placing an order through our website at pizzimos.world.

1. Overview

This Refund Policy applies to all purchases and orders made through pizzimos.world or directly via our contact channels. By placing an order with Imos Pizza, you acknowledge and agree to the terms outlined in this policy. Our goal is to resolve any issues promptly and fairly in accordance with applicable United States consumer protection laws, including the FTC Act and relevant state regulations.

2. Eligibility Conditions for Refunds

Refunds may be issued under the following circumstances:

• Incorrect Order: You received a different item or dish than what you ordered.
• Missing Items: One or more items from your order were not included in your delivery or pickup.
• Food Quality Issues: The food delivered was spoiled, undercooked, overcooked, or otherwise not meeting acceptable food safety and quality standards.
• Allergic Reactions Due to Incorrect Ingredients: If you specified dietary restrictions or allergies at the time of ordering and we failed to accommodate them, resulting in an allergic reaction or significant discomfort.
• Order Not Delivered: Your order was confirmed and paid for but never arrived within a reasonable timeframe.
• Duplicate Charges: You were charged more than once for the same order due to a payment processing error.
• Cancelled Orders: Orders cancelled within the eligible cancellation window (see Section 8).

3. Timeframes for Refund Requests

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

Refund requests submitted after these deadlines will generally not be accepted, except in extraordinary circumstances at our sole discretion.

4. Non-Refundable Items and Services

The following are generally not eligible for refunds:

• Orders where the customer simply changed their mind after food preparation has begun.
• Items that were consumed entirely or substantially before a complaint was raised.
• Custom orders that were prepared exactly as specified by the customer.
• Delivery fees, service charges, or tips paid to delivery personnel, unless the order was not delivered at all.
• Promotional or discounted items unless they arrive incorrect or defective.
• Orders where the customer provided an incorrect delivery address.
• Dissatisfaction based solely on personal taste preferences, provided the food was prepared as described on the menu.
• Requests made after the applicable timeframe has passed (see Section 3).

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

If you believe you are eligible for a refund, please follow these steps to initiate the process:

1. Step 1 — Document the Issue: Take clear photographs of the food received, your order receipt or confirmation email, and any other relevant evidence. This will help us process your request more efficiently.
2. Step 2 — Contact Us: Reach out to our customer support team via email at [email protected] or visit our website at pizzimos.world. Include the following details in your message:
   • Your full name
   • Order number or confirmation code
   • Date and time of the order
   • Description of the issue
   • Attached photographs (if applicable)
   • Your preferred refund method (original payment method or store credit)
3. Step 3 — Review Process: Our customer support team will review your request within 1–3 business days. We may reach out to you for additional information or clarification.
4. Step 4 — Decision Notification: You will receive an email notification confirming whether your refund has been approved, partially approved, or denied, along with the reason for our decision.
5. Step 5 — Refund Issuance: If approved, the refund will be processed according to the payment method timeframes outlined in Section 6 below.

6. Refund Processing Times by Payment Method

Once your refund has been approved, please allow the following processing times depending on your original payment method:

Please note that while we process refunds promptly on our end, the actual time for funds to appear in your account may vary depending on your bank or financial institution. Imos Pizza is not responsible for delays caused by third-party financial processors.

7. Partial Refunds

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

• Only a portion of the order was incorrect or missing, while the rest was delivered satisfactorily.
• The food quality issue affected only one item out of several ordered.
• The customer has partially consumed the order before identifying the issue.
• A discount, coupon, or promotional code was applied to the original order — the refund will reflect the actual amount paid.
• We determine that some portion of the dissatisfaction is attributed to customer preference rather than an error on our part.

The amount of a partial refund will be calculated based on the value of the affected items, minus any applicable delivery or service fees that were incurred regardless of the issue.

8. Cancellation Policy

We understand that plans can change, and we will do our best to accommodate cancellation requests. However, because our food is prepared fresh to order, time is a critical factor.

8.1 Cancellation Window

• Before Food Preparation Begins: If you cancel your order before our kitchen has started preparing your food, you will receive a full refund. To cancel in time, please contact us immediately after placing your order.
• During Food Preparation: If your order is already being prepared, cancellation may not be possible, or only a partial refund may be offered at our discretion.
• After Food Has Been Dispatched: Orders that are already out for delivery cannot be cancelled. In this case, no refund will be issued unless the order does not arrive or arrives with significant issues.

8.2 How to Cancel

To cancel an order, contact us immediately at [email protected] or through our website at pizzimos.world. Include your order number and name in your cancellation request. We will respond as quickly as possible to confirm whether the cancellation is feasible.

9. Exchange Policy

In many cases, rather than a monetary refund, we may offer to replace your order or the affected items as an alternative resolution. An exchange or replacement may be offered when:

• An incorrect item was received and we are able to promptly prepare and deliver the correct item.
• An item was missing from your order and can be re-delivered or picked up.
• The food quality was unsatisfactory and we wish to make it right by preparing a fresh replacement.

We will always consult with you regarding your preference for a replacement versus a refund. If a replacement is offered and accepted, no additional monetary refund will be issued for the replaced item(s). If a replacement is offered but cannot be fulfilled within a reasonable timeframe due to operational constraints, a full or partial refund will be issued instead.

10. Dispute Resolution

If you are unsatisfied with our decision regarding your refund request, you have the following options for dispute resolution:

10.1 Internal Appeal

You may request a review of your refund decision by replying to your decision notification email and providing any additional evidence or information that was not previously considered. An internal review will be completed within 5 business days.

10.2 Chargeback via Your Bank or Credit Card Issuer

Under the Fair Credit Billing Act (FCBA) and applicable consumer protection regulations, you have the right to dispute a charge with your bank or credit card issuer if you believe you were charged incorrectly or did not receive the goods or services paid for. We encourage you to contact us first to resolve the issue before initiating a chargeback, as this allows for a faster resolution.

10.3 Federal Trade Commission (FTC)

If you believe our business practices are unfair or deceptive, you may file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov. The FTC Act protects consumers from unfair or deceptive acts or practices in commerce.

10.4 State Consumer Protection Agencies

You also have the right to contact your state's consumer protection agency or the state attorney general's office if you feel your rights as a consumer have been violated. Each U.S. state has its own consumer protection statutes that may provide additional remedies.

10.5 Informal Mediation

Both parties agree to attempt to resolve any disputes through good-faith informal negotiation before pursuing formal legal action. Please reach out to us at [email protected] to initiate informal discussions.

11. Consumer Rights Under U.S. Law

As a consumer in the United States, you are protected by federal and state consumer protection laws. This Refund Policy does not limit or waive any rights you may have under applicable law, including but not limited to:

• The Federal Trade Commission Act (FTC Act) — protecting consumers from unfair or deceptive business practices.
• The Fair Credit Billing Act (FCBA) — providing dispute rights for credit card billing errors.
• The Electronic Fund Transfer Act (EFTA) — providing protections for debit card transactions.
• Applicable state consumer protection statutes — which may provide additional protections depending on your state of residence.

12. Changes to This Policy

Imos Pizza reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on our website at pizzimos.world with an updated effective date. Continued use of our services after any changes constitutes your acceptance of the updated policy. We encourage you to review this page periodically to stay informed about our refund practices.

13. Contact Information

If you have any questions, concerns, or would like to initiate a refund request, please do not hesitate to contact us using the information below. Our customer support team is dedicated to helping you resolve any issues as quickly and fairly as possible.