Refund Policy

Effective Date: July 17, 2026 | Last Updated: July 17, 2026

1. Overview

This Refund Policy applies to all purchases made through our website cafe-jetspizza.rest, by phone, or in-person at our location. We handle all refund requests in accordance with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act, which prohibits unfair or deceptive practices in commerce. We strive to resolve every issue fairly and efficiently so that your experience with Jet's Pizza remains a positive one.

By placing an order with Jet's Pizza, you acknowledge and agree to the terms outlined in this Refund Policy. We reserve the right to update this policy at any time, and any changes will be posted on our website with an updated effective date.

2. Eligibility Conditions for Refunds

We want every customer to enjoy their meal. Refunds may be issued under the following qualifying conditions:

• Incorrect Order: You received an item that is different from what you ordered (e.g., wrong pizza toppings, wrong size, wrong crust type).
• Missing Items: Part of your order was missing upon delivery or pickup.
• Food Quality Issues: The food was undercooked, overcooked, or otherwise did not meet reasonable quality standards.
• Food Safety Concerns: The food contained a foreign object or appeared to be unsafe for consumption.
• Damaged or Unsatisfactory Delivery: The order arrived in a condition that made it unsuitable for consumption (e.g., significantly damaged packaging that compromised the food).
• Duplicate Charges: You were charged more than once for the same order due to a technical or processing error.
• Order Not Received: Your delivery order was confirmed but never arrived, and the issue was not caused by an incorrect delivery address provided by you.

To be eligible for a refund, you must contact us within the timeframes specified in Section 3 below. Refund requests that do not meet the above eligibility criteria may be considered at our sole discretion on a case-by-case basis.

3. Timeframes for Refund Requests

Timely reporting is important in order for us to investigate your concern appropriately. Please review the following timeframes:

Refund requests submitted after the applicable timeframe may not be honored. We encourage you to inspect your order at the time of pickup or upon delivery to ensure accuracy before leaving the restaurant or dismissing the delivery driver.

4. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds, including but not limited to:

• Change of Mind: Refunds are not provided simply because you changed your mind about your order after it has been prepared or delivered.
• Customized Orders: Items that were specially customized according to your specific instructions (e.g., unique topping combinations, special preparation requests) are generally non-refundable unless they were prepared incorrectly.
• Partially Consumed Items: Food that has been substantially consumed is not eligible for a full refund. Partial refunds may be considered at our discretion (see Section 7).
• Promotional and Discounted Items: Items purchased under certain promotional deals or at a heavily discounted price may be non-refundable unless they are defective or incorrect.
• Delivery Fees: Delivery fees are non-refundable unless the non-delivery was due to an error on our part.
• Tips and Gratuities: Tips and gratuity amounts added to orders are non-refundable.
• Requests Based on Incorrect Customer Information: We cannot issue refunds for orders that were not received due to an incorrect delivery address or contact information provided by the customer.

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

To submit a refund request, please follow these steps:

1. Step 1 – Gather Your Order Information: Locate your order confirmation number, the date and time of your order, and the payment method used. This information helps us locate your order quickly.
2. Step 2 – Document the Issue: If applicable, take clear photographs of the incorrect, missing, or unsatisfactory item(s). Visual evidence significantly helps us assess your claim and resolve it faster.
3. Step 3 – Contact Us: Reach out to our customer service team using one of the following methods:
   • Email: [email protected]
   • Website: cafe-jetspizza.rest
4. Step 4 – Provide Details: In your message or call, please include:
   • Your full name
   • Order number or confirmation code
   • Date and time of the order
   • Description of the issue
   • Photos (if applicable)
   • Your preferred resolution (refund, replacement, or store credit)
5. Step 5 – Await Review: Our team will review your request and respond within 1–3 business days. We may contact you for additional information if needed.
6. Step 6 – Resolution: Once approved, your refund will be processed according to the timelines outlined in Section 6 below.

6. Refund Processing Times by Payment Method

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

Please note that while we process refunds promptly on our end, the actual time for the refund to appear in your account depends on your financial institution or payment provider. We are not responsible for any additional delays caused by banks or third-party payment processors.

7. Partial Refunds

In some situations, a partial refund may be issued rather than a full refund. Partial refunds may apply in the following cases:

• Only one or a few items in the order were incorrect or missing, while the rest of the order was satisfactory.
• The food quality issue affected only a portion of the order.
• A significant portion of the food was consumed before the issue was reported.
• The customer requests a partial credit rather than a full refund.
• A promotional discount or coupon was applied to the original order, affecting the refundable amount.

Partial refund amounts will be determined at the sole discretion of Jet's Pizza management based on the nature and extent of the issue reported. We will always communicate the refund amount clearly before processing it.

8. Exchange Policy

In many cases, we prefer to make your experience right by offering a replacement rather than a monetary refund. Our exchange policy works as follows:

• Incorrect Items: If you received the wrong pizza or food item, we will prepare the correct order and deliver it to you or offer a replacement for your next visit at no additional charge.
• Missing Items: Missing items can often be delivered separately if you are in a reasonable delivery range, or credited toward a future order.
• Quality Issues: If your pizza or food item did not meet our quality standards, we will remake the item and deliver or make it available for pickup at no charge.

Exchanges are subject to availability and operating hours. If a replacement is not possible (e.g., the restaurant is closed or the item is unavailable), we will issue a refund or store credit instead.

9. Cancellation Policy

We understand that plans change. Our cancellation policy is as follows:

9.1 Order Cancellations

• Before Preparation Begins: If you cancel your order before our kitchen has begun preparing it, you are entitled to a full refund. Please contact us immediately at [email protected] or by phone.
• After Preparation Has Begun: Once your order is in preparation, cancellations are generally not accepted, and refunds will not be issued unless there is a qualifying reason (such as an error on our part).
• Out for Delivery: Orders that are already out for delivery cannot be cancelled.

9.2 How to Cancel

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

• Email: [email protected]
• Website: cafe-jetspizza.rest

Please include your order number and the reason for cancellation. We will confirm whether the cancellation is possible and notify you of any applicable refund.

10. Dispute Resolution Process

We are committed to resolving all disputes amicably and efficiently. If you are unsatisfied with our initial response to your refund or complaint, you may escalate the matter using the following process:

Step 1 – Internal Escalation

If your initial refund request was not resolved to your satisfaction, please request to speak with or be connected to a manager or senior customer service representative. You can do this by replying to any correspondence you have received from us, or by contacting us directly at [email protected].

Step 2 – Written Formal Complaint

Submit a formal written complaint by email to [email protected] with the subject line "Formal Complaint – [Your Order Number]." We will acknowledge receipt within 2 business days and provide a full written response within 7 business days.

Step 3 – External Dispute Resolution

If an internal resolution cannot be reached, you may pursue the following options:

• Federal Trade Commission (FTC): You may file a complaint with the FTC at www.ftc.gov if you believe our practices are unfair or deceptive under the FTC Act.
• State Consumer Protection Agency: You may contact your state's consumer protection office for assistance. In states such as California, you may also have rights under the California Consumer Privacy Act (CCPA/CPRA) related to your personal data used in transactions.
• Credit Card Chargeback: If you paid by credit card and believe you have a valid dispute, you may contact your card issuer to initiate a chargeback process. Please be aware that initiating a chargeback without first attempting to resolve the matter with us directly may affect your ability to place future orders with Jet's Pizza.
• Small Claims Court: For disputes involving monetary amounts within the jurisdictional limits, you may pursue the matter in small claims court in the applicable jurisdiction.

11. Consumer Rights Under United States Law

As a consumer in the United States, you are protected by various federal and state laws, including:

• The Federal Trade Commission (FTC) Act: Prohibits unfair or deceptive business practices. We are committed to transparent and honest dealings with all customers.
• State Consumer Protection Laws: Each U.S. state has its own consumer protection statutes. We comply with all applicable state laws in the states where we operate.
• Electronic Fund Transfer Act (EFTA): Provides protections for consumers who use electronic payments, including rights related to error resolution.

Nothing in this Refund Policy is intended to limit or waive any rights you may have under applicable federal or state law.

12. Modifications to This Policy

Jet's Pizza reserves the right to modify, update, or revise this Refund Policy at any time. Any changes will be effective immediately upon posting on our website at cafe-jetspizza.rest. We encourage you to review this policy periodically. Your continued use of our services after any changes constitutes your acceptance of the updated policy.

13. Contact Information for Refund Requests

For all refund requests, cancellations, or questions related to this policy, please reach out to us using the contact details below. Our customer service team is ready to assist you.