Refund Policy

Effective Date: July 16, 2026 | Website: myjetspizza.click

1. Overview

This Refund Policy applies to all orders placed through our website myjetspizza.click, by phone, or in-store at Jet's Pizza locations. By placing an order with us, you agree to the terms described in this policy. We encourage you to review this policy carefully before completing your purchase.

As a food service business operating in the United States, we are committed to complying with applicable consumer protection regulations, including guidelines set forth by the Federal Trade Commission (FTC) under the FTC Act. Our goal is to handle all refund requests fairly, promptly, and transparently.

2. Eligibility Conditions for Refunds

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

• Incorrect Order: You received an item that is different from what you ordered (wrong toppings, wrong size, wrong crust type, wrong menu item).
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Quality Issues: The food was demonstrably undercooked, burnt, or otherwise not prepared to a reasonable standard of quality.
• Food Safety Concerns: You discovered a foreign object in your food, or the food appeared to be spoiled or contaminated upon receipt.
• Order Not Delivered: Your delivery order was never received, and tracking or confirmation cannot verify delivery to your address.
• Significant Delay: Your order was delivered significantly later than the estimated delivery time provided at checkout, and the food was no longer in an acceptable condition.
• Duplicate Charges: You were charged more than once for the same order due to a technical or payment processing error.

Refund eligibility is evaluated on a case-by-case basis. Jet's Pizza reserves the right to verify claims before issuing any refund or credit.

3. Non-Refundable Items and Situations

The following situations are generally not eligible for a refund:

• Change of mind after the order has been prepared or dispatched.
• Dissatisfaction based solely on personal taste preferences (e.g., you did not enjoy the flavor of a correctly prepared item).
• Orders where incorrect delivery information was provided by the customer (wrong address, wrong phone number).
• Promotional or discounted items unless they were incorrectly prepared or missing.
• Gift cards, coupon codes, or promotional credits once applied or redeemed.
• Customization requests that were correctly followed by our kitchen staff but did not meet personal expectations.
• Refund requests submitted more than 24 hours after the order was received or was scheduled for pickup/delivery.
• Partial consumption of a food item where a refund is requested for personal preference reasons rather than a quality defect.

4. Refund Request Timeframes

To qualify for a refund, you must notify us within the following timeframes:

Requests submitted outside these timeframes may be denied. We strongly encourage customers to inspect their orders upon receipt and contact us immediately if there is any issue.

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

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

1. Gather Your Order Information: Before contacting us, have the following ready:
   • Your order confirmation number or receipt
   • The date and time of the order
   • The name and contact information used when placing the order
   • A description of the issue
   • Photos of the item(s) in question (if applicable — strongly recommended for quality or food safety complaints)
2. Contact Us: Reach out to our customer service team using one of the following methods:
   • Email: [email protected]
   • Website: myjetspizza.click
3. Submit Your Request: Clearly explain the nature of your complaint. Include all supporting documentation such as photos, screenshots of the order, or payment receipts. The more information you provide, the faster we can process your request.
4. Wait for Confirmation: Our customer service team will acknowledge your request within 1–2 business days. You will receive an email confirmation that your refund request has been received and is under review.
5. Review and Decision: Our team will review your request and may follow up with additional questions. A decision will be communicated to you within 3–5 business days of receipt of your complete request.
6. Refund Issued: If your refund is approved, it will be processed according to the original payment method and the timeframes outlined in Section 6 below.

6. Refund Processing Times by Payment Method

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

7. Partial Refunds

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

• Only one or a few items from a multi-item order were incorrect or missing, while the rest of the order was delivered correctly.
• A food quality issue affected only a portion of the order.
• The customer consumed a significant portion of the food before reporting a quality complaint.
• A delivery delay occurred but the food was ultimately delivered and was still in acceptable condition.
• A discount, coupon, or promotional credit was applied to the order, in which case the refund will reflect the actual amount paid for the affected item(s).

The amount of a partial refund will be determined at the sole discretion of Jet's Pizza customer service, based on a fair assessment of the situation. We will communicate the refund amount to you before processing.

8. Exchange Policy

Because our products are perishable food items, traditional exchanges are not possible in the same way as non-food retail products. However, we offer the following resolution options as alternatives to or in addition to a monetary refund:

• Order Replacement: If you received an incorrect or unsatisfactory item, we may offer to prepare and deliver (or make available for pickup) the correct replacement item at no additional charge, subject to our operating hours and delivery zone availability.
• Store Credit: In lieu of a monetary refund, we may offer store credit equivalent to the value of the affected item(s), which can be applied to a future order at myjetspizza.click.
• Complimentary Item: In some cases, particularly for minor issues, we may offer a complimentary item (such as a free side or dessert) on your next order as a goodwill gesture.

Exchange or replacement options are subject to availability and are offered at the discretion of our customer service team. The customer may choose between available resolution options, and we will work to find the most satisfactory solution.

9. Cancellation Policy

We understand that plans change. Please review our cancellation policy carefully, as food orders begin preparation shortly after they are placed:

9.1 Online and Phone Orders

• Within 5 minutes of placing the order: You may cancel your order for a full refund. Please call us immediately or use the cancellation option in your order confirmation email.
• After 5 minutes but before preparation begins: Cancellation may still be possible. Contact us immediately. Approval is at the discretion of the store, as preparation may have already started.
• After preparation has begun: Orders cannot be cancelled and no refund will be issued, as the food has already been prepared. You may still be eligible for a refund if there is a quality issue upon receipt.

9.2 Scheduled/Advance Orders

If you placed a scheduled order for a future date or time, you may cancel up to 2 hours before the scheduled preparation time for a full refund. Cancellations made within 2 hours of the scheduled time may not be eligible for a full refund.

9.3 How to Cancel

To cancel an order, contact us as quickly as possible via:

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

Please include your order confirmation number and the reason for cancellation. Cancellations are processed in the order they are received, so prompt contact is essential.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Jet's Pizza provides the following escalation and dispute resolution process:

10.1 Internal Escalation

If you believe your refund request was not handled correctly or fairly, you may request that your case be escalated to a senior member of our customer service team. To do so, reply to the email correspondence regarding your refund request and indicate that you wish to escalate the matter. A supervisor will review your case and respond within 5 business days.

10.2 Chargeback Rights

You retain the right to file a chargeback with your credit card company or bank in accordance with their dispute resolution procedures and applicable federal and state consumer protection laws. Under the Fair Credit Billing Act (FCBA), consumers have the right to dispute billing errors on credit card statements. We encourage you to contact us directly first to resolve the matter, as chargebacks may result in additional delays.

10.3 FTC Complaints

As a business operating in the United States, Jet's Pizza is subject to consumer protection enforcement by the Federal Trade Commission (FTC). If you believe our refund practices are unfair or deceptive, you may file a complaint directly with the FTC at reportfraud.ftc.gov.

10.4 State Consumer Protection

Depending on your state of residence, you may also have rights under your state's consumer protection statutes. We encourage you to contact your state's Attorney General's office for information on local consumer protection resources. California residents may have additional rights under the California Consumer Protection laws.

10.5 Informal Mediation

If a dispute cannot be resolved through our internal escalation process, both parties agree to attempt good-faith informal mediation before pursuing formal legal action. To initiate this process, please contact us in writing at [email protected] with a detailed description of the dispute and your proposed resolution.

11. Fraudulent or Abusive Refund Requests

Jet's Pizza takes the integrity of our refund process seriously. We reserve the right to deny refund requests that we reasonably believe to be fraudulent, abusive, or submitted in bad faith. Indicators of fraudulent refund activity include, but are not limited to:

• Repeated refund requests from the same customer over a short period of time.
• Refund requests that are inconsistent with order records or delivery confirmation data.
• Requests involving fabricated complaints or misrepresentation of facts.

Customers found to be engaging in fraudulent refund activity may have their accounts suspended and may be denied future service. We reserve the right to pursue legal remedies in cases of fraud.

12. Policy Updates

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 myjetspizza.click. We encourage you to review this policy periodically. Continued use of our services following any updates constitutes your acceptance of the revised policy.

13. Contact Information

For all refund requests, questions about this policy, or any other concerns, please contact our customer service team: