Refund Policy

Effective Date: March 29, 2026 | Last Updated: March 29, 2026

1. Introduction

At Imos Pizza, we are committed to providing our customers with the highest quality food products and an exceptional dining experience. We understand that there may be occasions where you are not completely satisfied with your order, and we have established this Refund Policy to address such situations fairly and transparently.

This Refund Policy applies to all orders placed through our website imosspizzass.click, by phone, or through any authorized third-party delivery platforms associated with our business. Our goal is to ensure that every customer interaction results in complete satisfaction, and we will make every reasonable effort to resolve any concerns you may have regarding your order.

This policy is governed by applicable United States federal and state consumer protection laws, including the Federal Trade Commission (FTC) Act, which prohibits unfair or deceptive business practices. We are fully committed to complying with all applicable laws and regulations to protect your rights as a consumer.

2. Eligibility Conditions for Refunds

To be eligible for a refund from Imos Pizza, your request must meet one or more of the following conditions:

• Incorrect Order: You received items that do not match what you ordered. This includes wrong pizza toppings, incorrect sizes, missing items, or wrong menu items entirely.
• Food Quality Issues: The food you received was undercooked, overcooked, spoiled, or otherwise not meeting acceptable food quality and safety standards.
• Delivery Issues: Your order was significantly delayed beyond the estimated delivery time communicated at the time of purchase, or your order was never delivered.
• Damaged Items: Your order arrived in a condition that rendered it inedible due to damage during delivery or preparation.
• Allergen Concerns: Your order contained ingredients that you specifically requested to be excluded due to documented dietary restrictions or allergies, and consuming the product caused or could have caused harm.
• Duplicate Charges: You were charged more than once for the same order due to a technical error on our platform or payment system.
• Unauthorized Transactions: A charge was made to your payment method without your authorization.

All refund requests are subject to review and verification by our customer service team. We reserve the right to request supporting documentation, including photographs of the food items, order confirmation numbers, and any other relevant information to process your claim.

3. Timeframes for Refund Requests

We encourage all customers to report any issues with their orders as promptly as possible. The following timeframes apply to refund requests:

Refund requests submitted outside of these timeframes may not be honored. We strongly advise customers to inspect their orders upon receipt and to contact us immediately if any issues are identified. Failure to report within the specified timeframes may result in the denial of your refund request.

4. Non-Refundable Items and Situations

Certain items and circumstances are not eligible for refunds. Please review the following carefully:

• Change of Mind: Refunds will not be issued if you simply change your mind about your order after it has been prepared or delivered.
• Consumed Products: If more than 50% of the ordered food has been consumed before a complaint is raised, we reserve the right to deny the refund request or offer only a partial refund.
• Customized Orders: Orders with extensive customizations made at the customer's specific request, where those customizations were correctly applied, are generally not eligible for refunds.
• Promotional Items: Free items received as part of a promotional offer, discount, or loyalty reward are not eligible for refunds or exchanges.
• Delivery Fees: Delivery charges are non-refundable except in cases where an order was never delivered.
• Service Fees and Tips: Any service fees or gratuities added to your order are non-refundable.
• Orders Placed Through Third-Party Platforms: If your order was placed through a third-party delivery application or platform, please contact that platform directly for refund assistance, as their own refund policies may apply.

5. How to Request a Refund — Step-by-Step Process

To request a refund, please follow these steps carefully to ensure your claim is processed as quickly as possible:

1. Step 1 — Gather Your Information: Before contacting us, collect your order confirmation number, the date and time of your order, the items you ordered, and a description of the issue you experienced.
2. Step 2 — Document the Issue: Where applicable, take clear photographs of the food items to document any quality issues, incorrect items, or damaged products. This documentation will help us process your claim more efficiently.
3. Step 3 — Contact Our Customer Service Team: Reach out to our team via email at [email protected] or through the contact form on our website at imosspizzass.click. Please include all relevant information and supporting photographs.
4. Step 4 — Wait for Confirmation: Our customer service team will acknowledge your request within 1–2 business days. You will receive a reference number for your refund claim.
5. Step 5 — Review and Assessment: Our team will review your claim and may contact you for additional information or clarification. This review process may take up to 3–5 business days.
6. Step 6 — Refund Decision: Once our review is complete, you will be notified of our decision via email. If your refund is approved, you will be informed of the refund amount and the method by which it will be issued.
7. Step 7 — Refund Processing: Approved refunds will be processed according to the timeframes outlined in Section 6 of this policy.

6. Refund Processing Times by Payment Method

Once a refund has been approved, processing times may vary depending on your original payment method:

Please note that while we process refunds promptly on our end, your financial institution may take additional time to reflect the credit in your account. We are not responsible for delays caused by your bank or payment provider. If you do not see your refund after the specified timeframe, please contact your financial institution before reaching out to us.

7. Partial Refunds

In certain situations, only a partial refund may be granted. These circumstances include:

• When only some items in your order were incorrect or problematic, the refund will be limited to those specific items.
• When a portion of the food has been consumed before a quality issue was reported, we may offer a partial refund proportional to the unconsumed portion.
• When the issue reported is minor and does not substantially affect the overall value of the order, a partial refund or store credit may be offered at our discretion.
• When a promotional discount or coupon was applied to your order, the refund amount will be calculated based on the actual amount paid after the discount, not the full retail price.
• When delivery fees are involved in a partial order issue, the refund will apply only to the food items and not the delivery or service charges.

Our customer service team will communicate the specific partial refund amount and reasoning clearly when issuing such decisions. You may appeal a partial refund decision by following the dispute resolution process outlined in Section 10.

8. Exchange Policy

We understand that sometimes an exchange may be more appropriate than a refund. Imos Pizza offers the following exchange options:

• Replacement Orders: If your order was incorrect or of unacceptable quality, we may offer to prepare and deliver a replacement order at no additional charge. This option is typically available for delivery orders where the issue is reported within 2 hours of receipt and where delivery logistics permit.
• In-Store Exchange: For pickup orders, you may bring the item back to our location within 1 hour of pickup for an exchange or replacement, subject to availability and management approval.
• Store Credit: In lieu of a monetary refund, we may offer store credit equivalent to the value of the affected items, which can be applied to future orders. Store credit does not expire for a period of 12 months from the date of issuance.

Exchanges are subject to the same eligibility conditions as refunds, and we reserve the right to determine the most appropriate resolution on a case-by-case basis.

9. Cancellation Policy

We understand that plans can change, and we will do our best to accommodate cancellation requests. However, due to the perishable nature of food products, our cancellation policy is as follows:

• Cancellation Within 5 Minutes of Placing the Order: You may cancel your order for a full refund if you contact us within 5 minutes of placing the order and before food preparation has started. To cancel, contact us immediately by email at [email protected].
• Cancellation After Food Preparation Has Begun: If food preparation has already started, we are unable to offer a full refund. A partial refund or store credit may be considered at management's discretion.
• Cancellation of Scheduled Orders: For orders scheduled in advance, cancellations made at least 1 hour before the scheduled delivery or pickup time will be eligible for a full refund. Cancellations made less than 1 hour before the scheduled time may not be eligible for a refund.
• Technical Errors Resulting in Duplicate Orders: If a technical error on our website resulted in duplicate orders being placed, please contact us immediately. We will cancel the duplicate order and issue a full refund without penalty.

10. Dispute Resolution Process

If you are not satisfied with our response to your refund or cancellation request, we encourage you to follow the dispute resolution process outlined below:

Step 1: Internal Escalation

If your initial refund request has been denied or you believe the resolution offered was inadequate, you may request an escalation by emailing [email protected] with the subject line "Refund Dispute — [Your Order Number]." Please include a detailed explanation of why you believe the original decision was incorrect, along with any additional supporting documentation. A senior member of our management team will review your case within 5 business days.

Step 2: Chargeback Through Your Financial Institution

If you are unable to resolve the dispute through our internal process, you have the right to contact your credit card company or bank to initiate a chargeback. Under the Fair Credit Billing Act (FCBA) and other applicable federal laws, consumers have the right to dispute charges on their credit or debit card statements. We encourage you to exhaust our internal resolution process before pursuing this option.

Step 3: Consumer Protection Agencies

If you believe we have engaged in unfair or deceptive business practices, you may file a complaint with the following agencies:

• Federal Trade Commission (FTC): www.ftc.gov — The FTC Act protects consumers against unfair or deceptive acts or practices in commerce.
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov — For issues related to billing, payment, and financial transactions.
• Your State Attorney General's Office: Most states have consumer protection offices that handle complaints against businesses.
• Better Business Bureau (BBB): www.bbb.org — You may file a complaint with your local BBB chapter.

11. Changes to This Refund Policy

Imos Pizza reserves the right to update or modify this Refund Policy at any time without prior notice. Changes will be effective immediately upon posting to our website at imosspizzass.click. The "Last Updated" date at the top of this page will reflect the date of the most recent revision. We encourage you to review this policy periodically to stay informed of any changes. Your continued use of our services after any changes to this policy constitutes your acceptance of those changes.

12. Contact Information for Refund Requests

For all refund requests, questions, or concerns related to this Refund Policy, please contact our customer service team using the information provided below. Our team is committed to responding to all inquiries in a timely and professional manner.

This Refund Policy was last updated on March 29, 2026, and is effective as of the same date. All rights reserved © 2026 Imos Pizza.