Refund Policy

Effective Date: May 16, 2026 | Last Updated: May 16, 2026

1. Introduction

At Jet's Pizza, we are committed to delivering high-quality food and an excellent customer experience with every order. We understand that occasionally issues may arise, and we want to ensure that our customers are treated fairly and transparently when problems occur.

This Refund Policy outlines your rights and our obligations regarding refunds, cancellations, partial refunds, and exchanges. By placing an order through our website at pizzasjets.click or through any other ordering channel associated with Jet's Pizza, you agree to the terms set forth in this policy.

This policy is governed by applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act, and any applicable state-level consumer protection regulations.

2. Eligibility Conditions for Refunds

We want every customer to be satisfied with their order. A refund may be granted under the following eligible conditions:

• Incorrect Order Received: You received items that were different from what you ordered (wrong pizza, wrong toppings, wrong size, or wrong items entirely).
• Missing Items: Part of your order was not delivered or was missing from your pickup order.
• Food Quality Issues: The food received was undercooked, overcooked, spoiled, or otherwise unfit for consumption at the time of delivery or pickup.
• Late Delivery: Your delivery order arrived significantly later than the estimated delivery time provided at the time of order placement, and the food was no longer suitable for consumption.
• Damaged Food: The food was physically damaged during delivery in a way that makes it unsuitable for consumption (e.g., pizza arrived completely flattened or spilled).
• Duplicate Charges: You were charged more than once for the same order due to a technical error on our platform.
• Order Not Delivered: Your delivery order never arrived and was not received by you or any authorized person at the delivery address.

All refund requests are subject to review and verification by our customer service team. Jet's Pizza reserves the right to request supporting evidence (such as photographs of the food or packaging) to process your refund claim.

3. Timeframes for Refund Requests

To be eligible for a refund, you must submit your request within the following timeframes:

Refund requests submitted after these deadlines may not be honored. We encourage customers to check their orders promptly upon receipt and contact us immediately if any issues are identified.

4. Non-Refundable Items and Services

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

• Orders that have already been consumed in full or substantially consumed before a complaint is raised.
• Orders where the customer provided an incorrect delivery address or was unavailable to receive the delivery after multiple attempts.
• Change of mind after the order has been prepared or is already out for delivery.
• Dissatisfaction based solely on personal taste preferences when the order was prepared correctly as specified.
• Promotional, discounted, or complimentary items offered as part of a special promotion.
• Delivery fees, service fees, or convenience fees, unless the entire order qualifies for a full refund due to non-delivery.
• Customized orders where the customer provided incorrect customization instructions at the time of ordering.
• Orders that were picked up in-store and consumed away from the premises, where no issue was raised at the time of pickup.
• Gift cards or promotional credit purchases.

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

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

1. Step 1 — Gather Your Order Information:

   Before contacting us, please have the following information ready: your order confirmation number, the date and time of your order, your name, delivery address or pickup location, and a description of the issue.

2. Step 2 — Document the Issue (if applicable):

   If the issue relates to food quality, incorrect items, or damaged food, we recommend taking clear photographs of the food and packaging. This evidence will help us process your claim faster and more accurately.

3. Step 3 — Contact Our Customer Service Team:

   Reach out to us using one of the following methods:

   • Email: [email protected]
   • Website: pizzasjets.click

   In your message, include your order number, a detailed description of the problem, and any supporting photographs or documentation.

4. Step 4 — Await Confirmation:

   Our customer service team will acknowledge your refund request within 1–2 business days of receipt. We may follow up with additional questions or request further documentation to evaluate your claim.

5. Step 5 — Review and Decision:

   Our team will review all submitted information and make a determination regarding your refund eligibility within 3–5 business days. You will be notified of the outcome via the email address associated with your order.

6. Step 6 — Refund Issued:

   If your refund is approved, the refund will be processed to your original payment method within the timeframes outlined in Section 6 of this policy.

6. Refund Processing Times by Payment Method

Once a refund has been approved and processed on our end, the time it takes to appear in your account depends on your payment method:

Please note that processing times are estimates and may vary depending on your financial institution or payment provider. Jet's Pizza is not responsible for delays caused by third-party payment processors or banks once the refund has been initiated on our end.

7. Partial Refunds

In some 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, missing, or unsatisfactory, and the remaining items were delivered correctly and in good condition.
• An item was delivered late, but most of the order was still acceptable and consumed.
• A discount, promotional code, or credit was already applied to your order and the refund will be calculated based on the amount actually paid.
• Minor food quality issues that do not affect the entire order (e.g., one side item out of a larger order was unsatisfactory).

The amount of any partial refund will be determined at the sole reasonable discretion of our customer service team, taking into account the nature and extent of the issue reported, as well as the value of the affected items relative to your total order.

8. Exchange Policy

Due to the perishable nature of food products, traditional exchanges (returning a product for a replacement) are handled differently than in retail settings. Our exchange policy works as follows:

• Replacement Orders: In cases where you received incorrect items or items that were unsuitable for consumption, we may offer to send a replacement order at no additional charge, subject to availability and operational capacity at the time of the complaint.
• Same-Day Replacements: Replacement orders are typically offered and fulfilled on the same day the complaint is received, during operating hours.
• Replacement or Refund Choice: In eligible situations, we will give you the choice between receiving a replacement order or a monetary refund. Our team will present both options when applicable.
• No Physical Returns Required: You are not required to return food items in order to receive an exchange or replacement. However, we may request photographic evidence of the issue for quality assurance purposes.

9. Cancellation Policy

We understand that plans change. Below is our cancellation policy for orders placed through Jet's Pizza:

9.1 Online Orders

• Within 5 minutes of placement: If you cancel your order within 5 minutes of placing it and before food preparation has begun, you are entitled to a full refund.
• After preparation has started: Once food preparation has begun, your order cannot be cancelled and no refund will be issued for cancellation.
• Out for delivery: Orders that are already out for delivery cannot be cancelled under any circumstances.

9.2 How to Cancel an Order

To cancel an order, you must contact us immediately through one of the following channels:

• Email: [email protected] (Note: Due to the time-sensitive nature of cancellations, email may not always be the fastest method.)
• Website: pizzasjets.click

Please include your order number and the reason for cancellation in your request. Cancellation requests will be assessed based on the status of your order at the time the request is received.

9.3 Cancellation Refund Processing

Approved cancellation refunds will be processed to your original payment method within the timeframes specified in Section 6 of this policy.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, you have the right to escalate the matter through the following dispute resolution process:

10.1 Internal Escalation

If you disagree with our initial refund decision, you may request that your case be escalated to a senior customer service representative or manager. To initiate an escalation:

1. Reply to the email communication you received regarding your original refund decision.
2. Clearly state that you are requesting an escalation and provide any additional information or documentation that supports your claim.
3. Our team will review the escalated case within 5–7 business days and provide a final internal decision.

10.2 External Dispute Resolution

If you are still not satisfied after our internal escalation process, you may pursue the following external remedies:

• Federal Trade Commission (FTC): You may file a complaint with the FTC at reportfraud.ftc.gov if you believe unfair or deceptive trade practices have occurred.
• State Attorney General: You may contact your state's Attorney General office to file a consumer complaint.
• Better Business Bureau (BBB): You may file a complaint with the BBB at www.bbb.org.
• Credit Card Chargeback: If you paid by credit or debit card, you may have the right to initiate a chargeback through your card issuer. We encourage you to contact us directly first to resolve any issues before initiating a chargeback, as we are committed to working with our customers in good faith.

10.3 Governing Law

This Refund Policy and any disputes arising from it shall be governed by the laws of the United States and applicable state law. Any legal proceedings shall be conducted in the appropriate jurisdiction based on the location of the business or as otherwise agreed upon by the parties.

11. Special Circumstances

Jet's Pizza recognizes that unique or extraordinary circumstances may arise that are not specifically covered by this policy. In such cases, we will evaluate each situation individually and work in good faith to reach a fair and reasonable resolution. Examples of special circumstances include:

• Orders affected by natural disasters, extreme weather events, or other force majeure situations that impact delivery.
• Technical errors on our website or ordering platform that result in incorrect order placement or duplicate charges.
• Situations involving allergen concerns where the customer notified us of allergies at the time of ordering but the order was not prepared accordingly.

12. Policy Updates

Jet's Pizza reserves the right to update or modify this Refund Policy at any time. Changes will be effective upon posting to our website at pizzasjets.click. We encourage customers to review this policy periodically. Continued use of our services following any changes constitutes your acceptance of the updated policy.

13. Contact Information for Refund Requests

For all refund requests, cancellations, exchanges, or questions regarding this policy, please contact our customer service team using the information below:

Our customer service team is dedicated to resolving your concerns promptly and professionally. When contacting us, please have your order number and relevant details ready to ensure the fastest possible resolution.

This Refund Policy was last updated on May 16, 2026. All previous versions of this policy are superseded by this current version.