Refund Policy

1. Overview

At Mod Pizza, we are committed to providing exceptional quality food and service to every customer. Your satisfaction is our highest priority, and we stand behind every pizza we craft with passion and dedication.

This refund policy outlines our commitment to resolving any issues you may encounter with your order. We believe that great food brings people together, and we want every dining experience at Mod Pizza to exceed your expectations.

If for any reason you are not completely satisfied with your purchase, we encourage you to reach out to us immediately. Our team is dedicated to making things right and ensuring you leave with a smile.

2. Refund Eligibility

To ensure fair and consistent service for all customers, refunds are available under the following conditions:

Timeframe Requirements

• Refund requests must be made within 24 hours of purchase
• For dine-in orders, issues must be reported before leaving the restaurant
• For delivery orders, issues must be reported within 1 hour of delivery
• For pickup orders, issues must be reported within 30 minutes of pickup

Product Condition

• Food items must be substantially uneaten (more than 50% remaining)
• Original packaging must be retained for inspection if required
• Items must not have been consumed in full before reporting issues

Proof of Purchase

• Valid receipt or order confirmation number required
• Credit card statement may be accepted as proof of purchase
• Online order confirmation email with order details

3. Non-Refundable Items

While we strive to accommodate all reasonable requests, certain items and situations are not eligible for refunds:

• Customized pizzas that were prepared exactly as ordered
• Special dietary requests that were fulfilled as specified
• Items that were completely consumed before complaint
• Orders placed more than 48 hours prior to complaint
• Gift cards and promotional items (subject to separate terms)
• Third-party delivery fees charged by external services
• Beverages that have been opened and consumed
• Catering orders canceled less than 24 hours before event
• Personal taste preferences for items prepared correctly

Note: Items refused due to personal preference or change of mind after correct preparation are generally not eligible for refund, but may be considered for exchange at management discretion.

4. Refund Process

Our streamlined refund process ensures quick resolution of your concerns:

1. Contact Us Immediately: Call our restaurant directly at +1 860-567-0043 or speak with a manager on-site to report the issue as soon as possible.
2. Provide Order Details: Have your receipt, order number, and purchase details ready. Describe the specific issue with your order clearly.
3. Allow Inspection: Our team may need to inspect the food item to understand the issue and prevent future occurrences.
4. Review and Approval: Management will review your request and determine the appropriate resolution, which may include full refund, partial refund, or replacement.
5. Processing: Once approved, your refund will be processed according to our refund methods outlined below.
6. Confirmation: You will receive confirmation of the refund processing and expected timeline for the credit to appear.

5. Refund Methods

Refunds are processed using the following methods and timelines:

Payment Method Matching

• Credit/Debit Card: Refunded to original card within 3-5 business days
• Cash Payment: Immediate cash refund available at restaurant
• Gift Card: Store credit issued for gift card amount
• Mobile Payment: Refunded through original payment platform

Processing Timeframes

• In-restaurant approval: Immediate for cash, 1-2 days for cards
• Phone/online requests: 2-3 business days after approval
• Complex issues requiring investigation: Up to 7 business days

Important: Bank processing times may vary. Contact your financial institution if you don't see the refund after the specified timeframe.

6. Exchanges Policy

In many cases, exchanges provide a faster resolution than refunds:

Exchange Options

• Immediate replacement of incorrect or defective items
• Alternative menu items of equal or lesser value
• Store credit for future visits (no expiration date)
• Complimentary items to resolve service issues

Exchange vs. Refund

We generally recommend exchanges because they allow us to:

• Provide immediate satisfaction without waiting for payment processing
• Ensure you still enjoy the Mod Pizza experience
• Build lasting relationships with our valued customers
• Address quality issues in real-time

7. Damaged or Defective Items

We take special care with orders that arrive damaged or contain defective items:

Immediate Resolution

• Full refund or immediate replacement guaranteed
• No questions asked for clearly damaged items
• Expedited processing for safety-related concerns
• Additional compensation may be provided for inconvenience

Quality Issues Covered

• Pizzas delivered cold or incorrect temperature
• Wrong toppings or missing ingredients
• Burnt, undercooked, or improperly prepared items
• Foreign objects or contamination
• Packaging damage affecting food quality
• Spilled or damaged delivery orders

Safety First: If you encounter any food safety concerns, stop consuming the item immediately and contact us right away. Your health and safety are our primary concern.

8. Contact Information

Important: This refund policy is effective as of January 1, 2026, and supersedes all previous versions. Mod Pizza reserves the right to update this policy at any time. Updates will be posted on our website and effective immediately upon posting.