Refund Policy

Effective Date: April 16, 2026  |  Last Updated: April 16, 2026

1. Introduction

This Refund Policy applies to all food orders, transactions, and purchases made through pizzas-jets.world (hereinafter referred to as "the Website," "we," "us," or "our"). By placing an order with Jet's Pizza, you acknowledge that you have read, understood, and agreed to the terms of this policy.

We are committed to delivering fresh, high-quality food products to every customer. However, we understand that issues can occasionally arise. This policy is designed to ensure a fair and transparent process for addressing any concerns related to your order.

This policy is governed by the applicable consumer protection laws of the United States, including but not limited to the Federal Trade Commission Act (FTC Act), and relevant state regulations. Customers located in California may also have additional rights under the California Consumer Privacy Act (CCPA/CPRA) and California consumer protection statutes.

2. Contact Information

For all refund-related inquiries, please contact us using the following details:

3. Eligibility for Refunds

You may be eligible for a refund under the following conditions:

• Wrong Order Received: You received an order that does not match what you placed (e.g., wrong pizza toppings, incorrect size, or missing items).
• Food Quality Issues: The food delivered was undercooked, overcooked, spoiled, contaminated, or otherwise unfit for consumption.
• Significant Delivery Delay: Your order was delivered significantly later than the estimated delivery window provided at the time of ordering, rendering the food unsatisfactory.
• Order Not Delivered: You did not receive your order at all, and delivery cannot be confirmed by our system or delivery partner.
• Damaged Items: The food items arrived in a physically damaged condition (e.g., crushed packaging, spilled contents) that affects the usability or edibility of the product.
• Unauthorized Transaction: A charge was made to your payment method without your authorization or knowledge.
• Duplicate Charge: You were charged more than once for the same order due to a technical error on our platform.

To be eligible for a refund, all claims must meet the following baseline criteria:

1. The refund request must be submitted within the applicable time frame (see Section 4 below).
2. You must provide adequate evidence to support your claim (see Section 6 below).
3. The issue must not be caused by circumstances outside our control (see Section 5 below).

4. Timeframes for Refund Requests

To ensure timely processing and fair resolution, all refund requests must be submitted within the following timeframes:

Requests submitted after the applicable deadline may not be eligible for a refund. We strongly encourage customers to inspect their orders upon receipt and contact us promptly if any issues are identified.

5. Non-Refundable Items and Situations

The following situations and items are generally not eligible for a refund:

• Change of Mind: Refunds are not issued simply because you changed your mind after placing an order, especially once food preparation has begun.
• Incorrect Address Provided: If an order cannot be delivered because you provided an incorrect or incomplete delivery address, a refund will not be issued.
• Customer Unavailability: If the delivery driver attempted delivery and was unable to reach you or gain access to the delivery location, and the order was subsequently discarded, a refund is not guaranteed.
• Customized Orders: Items that were made according to specific customer customizations (e.g., special dietary requests) are generally non-refundable unless there is a verifiable error on our part.
• Promotional or Free Items: Items provided at no charge as part of a promotion, discount, or loyalty reward are not eligible for cash refunds.
• Delivery Fees: Delivery fees are non-refundable unless the order was not delivered due to an error on our part.
• Tip Amounts: Any tip paid to the delivery driver at the time of ordering is non-refundable.
• Minor Variations: Slight variations in appearance, topping distribution, or portion size that do not affect the overall quality or edibility of the food do not qualify for a refund.
• Delays Due to Third Parties: Delays caused by third-party delivery services, traffic conditions, weather events, or other circumstances beyond our reasonable control are not grounds for a full refund, though partial accommodations may be considered.

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

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

1. Step 1 — Gather Your Information:

   Before contacting us, have the following information ready: your order number or confirmation number, the date and time of your order, the delivery address, the payment method used, and a description of the issue.

2. Step 2 — Collect Supporting Evidence:

   Where applicable, take clear photographs or videos of the issue (e.g., wrong item, damaged food, incorrect order). This evidence will help us review your claim quickly and accurately.

3. Step 3 — Contact Us:

   Submit your refund request by emailing us at [email protected] or by visiting the contact page on our website at pizzas-jets.world. Please include your order details, a description of the problem, and any supporting evidence.

4. Step 4 — Review and Confirmation:

   Our customer support team will acknowledge receipt of your request within 1–2 business days. We may follow up with additional questions or requests for more information to complete our review.

5. Step 5 — Resolution Decision:

   We will communicate our decision regarding your refund request within 3–5 business days of receiving all required information. If your request is approved, we will proceed with the appropriate remedy (refund, credit, or replacement).

6. Step 6 — Refund Issued:

   If approved, your refund will be processed according to the timelines and methods outlined in Section 7 below.

7. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your funds depends on the payment method used during the original transaction:

Please note that while we process refunds promptly on our end, the actual time for funds to appear in your account may vary depending on your bank or financial institution. We are not responsible for delays caused by your bank's internal processing procedures.

8. Partial Refunds

In some situations, a partial refund may be offered instead of a full refund. Partial refunds may apply in the following circumstances:

• Only a portion of your order was incorrect or missing (e.g., one topping was missing from a pizza).
• The order was partially consumed before the issue was identified and reported.
• The delivery was significantly delayed but the food was still received and accepted.
• A minor quality issue was present with only one item in a multi-item order.
• The customer contributed to the issue through partial error (e.g., providing an incomplete address that caused a delay).

The amount of any partial refund will be determined at our sole discretion based on the nature and severity of the issue, and will be communicated clearly to the customer before processing.

9. Exchange and Replacement Policy

In many cases involving food quality or incorrect orders, we may offer a replacement order as an alternative to a monetary refund. The following conditions apply to our exchange and replacement policy:

• Replacement orders are available for qualifying issues such as wrong items received, missing items, or food quality concerns.
• The request for a replacement must be made within the applicable timeframe as outlined in Section 4.
• Replacements are subject to availability and operational hours of our kitchen.
• We will re-deliver the correct order at no additional charge when a replacement is approved due to our error.
• Customers may also be offered a store credit of equivalent value as an alternative to a cash refund or replacement.
• Store credits are valid for use on future orders through pizzas-jets.world and do not expire within 12 months of issuance.

10. Cancellation Policy

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

10.1 Online Orders

• Before Preparation Begins: If you cancel your order within 5 minutes of placing it and before food preparation has started, you are entitled to a full refund.
• During Preparation: Once food preparation has begun, cancellations are generally not accepted. We may, at our discretion, offer a partial refund or store credit.
• After Dispatch: Orders that have already been dispatched for delivery cannot be cancelled. No refund will be issued in this case unless there is an independent issue with the order upon receipt.

10.2 Pre-Orders and Scheduled Orders

• Pre-orders or scheduled orders may be cancelled up to 30 minutes before the scheduled preparation time for a full refund.
• Cancellations made less than 30 minutes before the scheduled time may result in a partial refund or store credit only.

10.3 Catering and Large Orders

For catering orders or large group orders, please refer to the specific cancellation terms provided at the time of booking, as special conditions may apply.

11. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, you have the following options for escalating your concern:

11.1 Internal Escalation

You may request an escalation of your case to a senior customer service representative by clearly stating in your communication that you wish to escalate your complaint. Our escalation team will review your case independently and respond within 5 business days.

11.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute charges with your credit card issuer or bank under applicable federal and state regulations, including protections provided under the Fair Credit Billing Act (FCBA) for credit card transactions and the Electronic Fund Transfer Act (EFTA) for debit card transactions. We encourage you to attempt to resolve the matter directly with us before initiating a chargeback, as we are committed to fair resolution.

11.3 FTC Complaint

If you believe we have engaged in unfair or deceptive business practices, you may file a complaint with the Federal Trade Commission (FTC) at ftc.gov.

11.4 State Consumer Protection Agencies

Depending on your state of residence, you may also have the right to contact your state's consumer protection office or attorney general's office. California residents may contact the California Department of Consumer Affairs and may have additional rights under the CCPA/CPRA.

11.5 Informal Dispute Resolution

Before pursuing any formal legal action, we request that both parties attempt to resolve the dispute informally through good-faith negotiation. Please contact us at [email protected] to initiate informal resolution discussions.

12. Fraudulent Claims

We take the integrity of our refund process seriously. Any customer found to be submitting fraudulent, false, or misleading refund claims may have their account suspended or permanently banned from using our services. We reserve the right to take appropriate legal action in cases of fraud or abuse of our refund policy.

13. Changes to This Refund Policy

We reserve the right to update or modify this Refund Policy at any time to reflect changes in our business practices, legal requirements, or operational processes. Any changes will be posted on this page with an updated effective date. We encourage you to review this policy periodically. Your continued use of our website and services after any changes constitutes acceptance of the updated policy.