Refund Policy

1. Overview

At Mod Pizza, customer satisfaction is at the heart of everything we do. We stand behind the quality of our artisanal wood-fired pizzas and exceptional dining experience. This Refund Policy outlines our commitment to resolving any concerns you may have regarding your purchase and provides clear guidelines for requesting refunds when circumstances warrant them.

We believe that every customer deserves to enjoy our authentic Italian cuisine with complete confidence. If for any reason your experience does not meet our high standards, we are dedicated to making it right through fair and transparent refund procedures.

2. Refund Eligibility

To ensure fair and consistent application of our refund policy, the following conditions must be met for refund requests:

Timeframe Requirements

• Dine-in orders: Concerns must be raised during your visit or within 2 hours of dining
• Takeout orders: Refund requests must be made within 24 hours of pickup
• Delivery orders: Issues must be reported within 1 hour of delivery
• Catering orders: Complaints must be submitted within 4 hours of delivery

Proof of Purchase

• Original receipt or order confirmation number
• Credit card statement (if original receipt is unavailable)
• Online order confirmation email
• Mobile app order history

Product Condition

• Food items must be substantially unconsumed (less than 25% consumed)
• Products must be in their original packaging when possible
• Photographic evidence may be requested for quality concerns
• Temperature-sensitive items must be returned while still warm

3. Non-Refundable Items

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

Food Items

• Custom pizza orders that were prepared according to specifications
• Items consumed beyond 25% of the total portion
• Food items with special dietary modifications that were correctly prepared
• Promotional or discounted items (unless defective)

Services

• Delivery fees (unless delivery service was not provided)
• Service charges for special events or catering
• Gratuity or tip amounts
• Third-party delivery service fees

Special Circumstances

• Change of mind after order completion
• Incorrect address provided by customer for delivery
• Customer unavailable during agreed delivery time
• Allergic reactions to clearly listed ingredients
• Orders cancelled after preparation has begun

4. Refund Process

Our streamlined refund process is designed to resolve your concerns quickly and efficiently:

Step 1: Contact Us Immediately

• Call our customer service line: +1 860-567-0043
• Email us at: [email protected]
• Visit the restaurant location where you made your purchase
• Use the contact form on our website

Step 2: Provide Required Information

• Order number or receipt details
• Date and time of purchase
• Detailed description of the issue
• Photos of the product (if applicable)
• Preferred resolution method

Step 3: Review and Assessment

• Our team will review your request within 24 hours
• Additional information may be requested if needed
• A customer service representative will contact you with our decision
• Approved refunds will be processed immediately

Step 4: Resolution

• Refund confirmation will be sent via email
• Processing time varies by payment method
• Follow-up contact to ensure satisfaction

5. Refund Methods

Refunds are processed using the original payment method whenever possible to ensure security and convenience:

Credit/Debit Cards

• Processing time: 3-5 business days
• Method: Credit to original card
• Notification: Email confirmation sent immediately

Cash Payments

• Processing time: Immediate (in-store only)
• Method: Cash refund or store credit
• Requirements: Valid ID and original receipt

Digital Payments

• Mobile apps: 1-3 business days
• Online payments: 3-5 business days
• Gift cards: Store credit or replacement card

6. Exchanges

In many cases, exchanges can provide a more immediate solution than refunds. We offer flexible exchange options to ensure your satisfaction:

Food Exchanges

• Immediate replacement of incorrect or defective items
• Alternative menu selections of equal or lesser value
• Customization adjustments at no additional charge
• Size upgrades with price difference payment

Store Credit

• Valid for 12 months from issue date
• Can be used for any menu items or services
• Transferable to family members or friends
• No expiration fees or maintenance charges

Rain Check Policy

• Valid when specific items are temporarily unavailable
• Honored at the same price for 30 days
• Applicable to seasonal or limited-time offers
• Can be combined with other promotions

7. Damaged or Defective Items

We take special care to ensure all food items meet our quality standards. However, if you receive damaged or defective products, we will resolve the issue promptly:

Immediate Action Required

• Contact us immediately upon discovering the issue
• Do not consume the affected items
• Preserve the product in its current state
• Take photos if possible for documentation

Types of Defects Covered

• Incorrect temperature (cold when should be hot)
• Wrong ingredients or missing components
• Overcooked, undercooked, or burnt items
• Foreign objects or contamination
• Packaging damage affecting food quality

Resolution Options

• Full refund with no questions asked
• Immediate replacement at no charge
• Store credit with additional compensation
• Future meal voucher with complimentary items

8. Contact Information

Our dedicated customer service team is ready to assist you with any refund requests or concerns. We are committed to resolving your issues promptly and professionally:

Policy Updates

This Refund Policy may be updated from time to time to reflect changes in our business practices or legal requirements. We will notify customers of any significant changes through our website, email communications, or in-store notices.

Last Updated: January 2026

Effective Date: This policy is effective immediately for all new orders and applies to existing orders subject to the timeframe limitations outlined above.