Refund Policy

At Imos Pizza, we are committed to delivering high-quality food and an exceptional customer experience. We understand that issues can occasionally arise with orders, and we want to make sure every customer feels heard and fairly treated. This Refund Policy outlines your rights and our procedures when it comes to refunds, cancellations, exchanges, and dispute resolution.

Please read this policy carefully before placing an order through our website imosxpizza.click or any associated ordering platforms. By completing a purchase, you agree to the terms described below.

1. General Refund Philosophy

We take pride in the quality of every pizza, side dish, and beverage we prepare. Our goal is to ensure every order meets your expectations. If for any reason your order does not meet our standards or there is an error on our part, we will work diligently to make it right. Refunds, replacements, or credits are handled on a case-by-case basis, and we encourage customers to contact us as soon as a problem is identified.

2. Eligibility Conditions for Refunds

A refund may be issued under the following conditions:

• Your order was incorrect due to an error made by Imos Pizza (wrong items, missing items, or wrong customizations).
• The food delivered or picked up was of unacceptable quality (undercooked, spoiled, or not prepared to food safety standards).
• Your order was not delivered within a reasonable timeframe and you did not receive it at all.
• You were charged an incorrect amount or charged multiple times for the same order.
• A technical error occurred during the checkout process resulting in a duplicate or erroneous charge.
• The order was canceled by Imos Pizza due to our inability to fulfill it.

3. Timeframes for Refund Requests

To be eligible for a refund, refund requests must be submitted within the following timeframes:

Requests submitted outside of these timeframes may not be honored at our discretion. We strongly encourage customers to inspect their order upon receipt and report any issues promptly.

4. Non-Refundable Items and Services

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

• Orders that have been partially or fully consumed, unless there is a documented quality or safety concern.
• Customized orders that were prepared exactly as requested by the customer.
• Delivery fees, service fees, or platform surcharges applied at the time of checkout.
• Promotional items, free add-ons, or complimentary products included with an order.
• Refund requests based solely on a change of mind after the order has been prepared or dispatched.
• Orders placed through third-party delivery platforms (such as DoorDash, Uber Eats, Grubhub) — those requests must be directed to the respective platform's support team.
• Gift cards or store credits already redeemed.

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

We have made the refund request process as simple and straightforward as possible. Please follow the steps below:

1. Step 1 – Contact Us Immediately: Reach out to our customer support team as soon as you identify the issue. You can contact us via email at [email protected] or visit imosxpizza.click for additional contact options.
2. Step 2 – Provide Order Details: When contacting us, include your full name, order number or confirmation number, the date and time of the order, and a description of the issue.
3. Step 3 – Submit Supporting Evidence: Where applicable, attach photographs of the incorrect or unsatisfactory items. This helps us investigate your concern more effectively and expedite the resolution.
4. Step 4 – Review and Assessment: Our team will review your request within 1–3 business days. We may reach out to you for additional information during this period.
5. Step 5 – Resolution Notification: Once our review is complete, we will notify you of the outcome via email. If a refund is approved, we will process it promptly using the method described in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the processing time will depend on your original payment method:

Please note that while we process refunds on our end promptly, your financial institution or bank may take additional time to reflect the credit in your account. Imos Pizza is not responsible for delays caused by third-party financial institutions.

7. Partial Refunds

In certain circumstances, a partial refund may be more appropriate than a full refund. Partial refunds may be issued when:

• Only one or a few items in a multi-item order were incorrect or missing.
• The order was partially consumed before the issue was identified.
• A portion of the order met quality standards while another portion did not.
• A promotional discount was applied to the original order, affecting the refundable amount.
• The customer contributed to the issue through an error in the customization instructions submitted at checkout.

Partial refunds will be calculated based on the actual cost of the affected items, minus any applicable discounts or fees already applied to the order. Our team will communicate the exact partial refund amount to you before processing.

8. Exchange Policy

In many cases, rather than processing a monetary refund, we may offer to replace your order or provide a comparable substitute. An exchange or replacement may be offered when:

• An incorrect item was included in your order and you would like the correct item instead.
• An item was missing from your order and you would like it to be fulfilled.
• A quality issue is identified and you prefer a fresh replacement over a refund.

Replacements and exchanges are subject to availability and operating hours. If a replacement is offered and accepted, no further monetary refund will be issued for the affected item(s). If you prefer a monetary refund over an exchange, please indicate this preference when contacting our team.

9. Cancellation Policy

We understand that plans can change. Our cancellation policy is structured to balance customer flexibility with the operational realities of food preparation:

9.1 Online and Phone Orders

• Cancellation within 5 minutes of placing the order: Full refund will be issued, provided the order has not yet entered the preparation stage.
• Cancellation after 5 minutes but before preparation begins: A full refund may be issued at our discretion.
• Cancellation after preparation has begun: No refund will be issued, as ingredients and kitchen resources have already been committed to your order.

9.2 Delivery Orders

• Once a delivery order has been dispatched by the driver, cancellation is no longer possible and no refund will be issued.
• If you are unavailable at the delivery address and the driver is unable to complete delivery, you may be charged in full without a refund.

9.3 Catering and Large Orders

• Catering orders require a minimum of 48 hours' notice for cancellation to receive a full refund.
• Cancellations made between 24 and 48 hours before the scheduled fulfillment time may be subject to a 50% cancellation fee.
• Cancellations made within 24 hours of the scheduled fulfillment time are non-refundable.

10. Dispute Resolution Process

If you believe your refund request was not handled fairly or you disagree with our resolution, you have the following options for escalation and dispute resolution:

10.1 Internal Escalation

Submit a written appeal to our management team via email at [email protected] with the subject line "Refund Dispute – [Your Order Number]." Include all previous correspondence, your original refund request details, and the reason for your appeal. Our management team will review your case within 5 business days and provide a final decision.

10.2 Chargeback and Credit Card Disputes

If you are unable to resolve the matter directly with us, you have the right to dispute a charge with your credit card issuer or bank under the Fair Credit Billing Act (FCBA) and applicable consumer protection laws in the United States. We encourage customers to contact us first before initiating a chargeback, as most issues can be resolved quickly through direct communication.

10.3 Consumer Protection Resources

Customers in the United States may also contact the following agencies if they believe their consumer rights have been violated:

• Federal Trade Commission (FTC): www.ftc.gov
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your state's Attorney General Office for state-level consumer protection complaints.

10.4 Governing Law

This Refund Policy is governed by the laws of the United States and the applicable laws of the state in which Imos Pizza operates. Any unresolved disputes shall be subject to binding arbitration or resolution in the appropriate court of jurisdiction as required by applicable law.

11. Third-Party Platform Orders

If your order was placed through a third-party delivery platform such as DoorDash, Uber Eats, Grubhub, or any other service, please note that the refund and cancellation policies of those platforms will govern your transaction. Imos Pizza does not have direct control over refunds processed through third-party services. We recommend contacting the respective platform's customer support for assistance with such orders. However, you are always welcome to contact us directly to report food quality concerns.

12. Modifications to This Policy

Imos Pizza reserves the right to modify or update this Refund Policy at any time. Changes will be effective immediately upon publication on our website at imosxpizza.click. We encourage customers to review this page periodically to stay informed of any updates. Continued use of our services after changes are published constitutes your acceptance of the revised policy.

13. Contact Information for Refund Requests

For all refund inquiries, cancellation requests, or questions about this policy, please reach out to us using the contact details below. Our customer support team is ready to assist you:

When contacting us, please have the following information ready to help us process your request as quickly as possible:

• Your full name
• Order number or confirmation number
• Date and time of the order
• Description of the issue
• Photographs (if applicable)
• Your preferred resolution (refund, replacement, or store credit)