Refund Policy

At Imos Pizza, we are committed to ensuring that every customer enjoys a satisfying experience with every order. We understand that issues can occasionally arise, and this Refund Policy has been established to clearly outline your rights, our obligations, and the procedures we follow when a refund, exchange, or cancellation is requested. Please read this policy carefully before placing an order through our website at pizzaimoss.click.

1. Overview and Our Commitment to Customer Satisfaction

Imos Pizza takes pride in delivering high-quality food products to our valued customers. Whether you are ordering for delivery, pickup, or through our online ordering platform, we want you to be completely satisfied with your purchase. If for any reason you are not fully satisfied with your order, we encourage you to contact us as soon as possible so we can work toward a fair and prompt resolution.

This policy applies to all food orders, catering services, promotional purchases, and any other transactions conducted through pizzaimoss.click. By placing an order with us, you agree to the terms outlined in this Refund Policy.

2. Eligibility Conditions for Refunds

Not all refund requests are automatically approved. In order to be eligible for a full or partial refund, one or more of the following conditions must be met:

• Incorrect Order: You received items that do not match what was confirmed in your order summary or receipt.
• Missing Items: One or more items included in your order were not delivered or included in your pickup bag.
• Food Quality Issues: The food received was significantly undercooked, overcooked, spoiled, or otherwise unfit for consumption upon delivery or pickup.
• Food Safety Concerns: You discovered a foreign object in your food or have a documented reason to believe the food posed a health or safety risk.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical or processing error.
• Significant Delivery Delays: Your delivery order arrived significantly later than the estimated time provided, and the food quality was negatively affected as a result.
• Order Not Delivered: Your delivery order was never received and there is no documented confirmation of delivery by our team or third-party delivery partner.

Refund eligibility is evaluated on a case-by-case basis. We reserve the right to request photographic or other supporting evidence before approving any refund request.

3. Timeframes for Refund Requests

To ensure that we can effectively investigate and resolve your concern, all refund requests must be submitted within the following timeframes:

Requests submitted outside of these timeframes may not be eligible for a refund. We strongly encourage customers to inspect their orders immediately upon receipt and contact us promptly if any issues are found.

4. Non-Refundable Items and Situations

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

• Change of Mind: Refunds will not be issued simply because you changed your mind about the order after preparation has begun.
• Consumed Orders: If more than half of the food item has been consumed before a complaint is raised, a refund will typically not be granted unless there is a documented safety concern.
• Customization Errors by Customer: If you made an error when customizing your order (e.g., selecting the wrong toppings or size), and the order was prepared exactly as submitted, a refund will not be issued. However, we may offer a courtesy credit at our discretion.
• Third-Party Delivery Issues: If your order was fulfilled correctly by Imos Pizza but was lost or damaged due to a third-party delivery service, you must contact that delivery provider directly for resolution.
• Promotional and Free Items: Items received as part of a promotion, discount, or complimentary offer are not eligible for cash refunds.
• Late Requests: Refund requests submitted after the applicable deadlines outlined in Section 3 above.
• Catering Deposits: Deposits paid for catering orders are non-refundable unless the event is canceled more than 72 hours in advance.

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

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

1. Step 1 – Gather Your Information: Before contacting us, have the following ready: your order number or confirmation email, the date and time of the order, a description of the issue, and any supporting photos if applicable.
2. Step 2 – Contact Us: Reach out to our customer support team via email at [email protected]. Include all relevant order details and a clear description of the problem.
3. Step 3 – Submit Evidence: If your request involves a food quality issue, incorrect items, or missing items, attach clear photos showing the issue. This will help us process your request faster.
4. Step 4 – Await Confirmation: Once we receive your request, we will send you an acknowledgment email within 1 business day. Our team will review the details and may follow up with additional questions.
5. Step 5 – Resolution Decision: We aim to provide a decision on your refund request within 3–5 business days. You will be notified of the outcome via email. If approved, the refund will be processed according to the timeframes outlined in Section 6.
6. Step 6 – Receive Your Refund: Approved refunds will be issued to your original payment method or as a store credit, depending on the nature of the issue and your preference.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes for the funds to appear in your account will depend 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 is subject to your financial institution's processing times, which are beyond our control. If you do not see your refund within the stated timeframe, please contact your bank or payment provider before reaching out to us.

7. Partial Refunds

In certain situations, a partial refund may be granted rather than a full refund. Partial refunds are considered when:

• Only a portion of your order was incorrect or missing, while the rest was delivered satisfactorily.
• The food quality concern applies to only one item in a multi-item order.
• The issue was partially caused by customer customization choices, but a genuine error on our part also occurred.
• A delivery delay affected only part of the order (e.g., one item arrived cold while others were acceptable).
• A catering order was partially completed before a cancellation request was received.

The amount of a partial refund will be calculated based on the price of the affected items, including applicable taxes. Partial refunds will be processed using the same method and timeframes as full refunds.

8. Exchange Policy

Due to the perishable and time-sensitive nature of food products, we do not offer traditional item exchanges in the same way that retail businesses might. However, in appropriate circumstances, we may offer the following alternatives to a monetary refund:

• Order Replacement: If you received an incorrect item or an item that was significantly below our quality standards, we may offer to remake and redeliver or prepare for pickup the correct order at no additional charge, subject to availability and operating hours.
• Store Credit: In lieu of a monetary refund, we may issue a store credit equivalent to the value of the affected item(s), which can be applied to a future order at pizzaimoss.click.
• Complimentary Item: For minor issues where a full refund or replacement is not warranted, we may offer a complimentary item on your next order as a goodwill gesture.

All exchange or replacement decisions are made at the sole discretion of Imos Pizza management and are subject to our ability to fulfill the request within a reasonable timeframe.

9. Cancellation Policy

We understand that plans can change. Please review the following cancellation terms carefully:

9.1 Standard Orders

Because food preparation begins almost immediately after an order is placed, cancellations are only accepted within 5 minutes of order placement. After this window, the order may already be in preparation and a cancellation may not be possible. If you contact us within 5 minutes and the order has not yet entered preparation, we will cancel the order and issue a full refund.

9.2 Scheduled Orders

If you placed an order with a scheduled future delivery or pickup time, you may cancel up to 30 minutes before the scheduled time without penalty. Cancellations made after this window may be subject to a partial charge to cover preparation costs.

9.3 Catering Orders

Catering orders require more advanced preparation. The following cancellation terms apply:

• More than 72 hours before the event: Full refund of all amounts paid, including deposits.
• 24–72 hours before the event: Deposit is non-refundable; remaining balance will be refunded if already paid.
• Less than 24 hours before the event: No refund will be issued. The full order amount may be charged.

To request a cancellation, please email us immediately at [email protected] with your order number and the reason for cancellation.

10. Dispute Resolution Process

We are committed to resolving all customer concerns in a fair and timely manner. If you are not satisfied with the outcome of your refund request, you may escalate your concern through the following process:

1. Internal Escalation: Reply to your refund resolution email and request that your case be reviewed by a senior member of our customer service team. We will respond within 3 business days with a final determination.
2. Chargeback Rights: If you believe you have been charged incorrectly and we have not resolved the matter to your satisfaction, you retain the right to file a chargeback claim with your credit card company or bank. Under the Fair Credit Billing Act (FCBA) and other applicable U.S. consumer protection laws, including regulations enforced by the Federal Trade Commission (FTC), you may dispute unauthorized or erroneous charges.
3. State Consumer Protection Agencies: Depending on your state of residence, you may also file a complaint with your state's consumer protection agency or the Attorney General's office.
4. Small Claims Court: For disputes that cannot be resolved through the above methods, either party reserves the right to pursue resolution through small claims court in the jurisdiction applicable to the transaction.

11. Consumer Rights Under Applicable U.S. Law

As a consumer in the United States, you have certain rights that this policy does not override. These include, but are not limited to:

• Protection under the FTC Act against unfair or deceptive business practices.
• Rights under the Fair Credit Billing Act (FCBA) to dispute billing errors with your credit card issuer.
• Rights under your applicable state consumer protection statutes, which may provide additional remedies beyond those described in this policy.
• If you are a California resident, additional rights may apply under the California Consumer Privacy Act (CCPA/CPRA) with respect to your personal data used in processing transactions.

12. Changes to This Refund Policy

Imos Pizza reserves the right to update, modify, or change this Refund Policy at any time. Any changes will be effective immediately upon posting to our website at pizzaimoss.click. We encourage customers to review this policy periodically to stay informed of any updates. Your continued use of our website or services after any changes are posted constitutes your acceptance of the revised policy.

13. Contact Information for Refund Requests

If you have questions about this Refund Policy or wish to submit a refund request, please do not hesitate to contact us using the information below. Our customer service team is here to help and will do our best to respond promptly.

When contacting us, please include your order number, the email address used during checkout, a description of your concern, and any relevant photos or documentation. This will allow us to process your request as efficiently as possible.