Refund Policy

Effective Date: July 1, 2026 | Last Updated: July 1, 2026

1. Introduction

At Mod Pizza, we take pride in delivering fresh, high-quality food products and a satisfying dining experience to every customer. We understand that issues may occasionally arise, and we are dedicated to resolving them fairly and efficiently. This Refund Policy applies to all purchases made through our website cafemod.top, via telephone, or at our physical locations.

By placing an order with us, you agree to the terms set forth in this Refund Policy. We encourage you to review this document thoroughly and contact us with any questions prior to completing your purchase.

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 acts or practices in commerce.

2. Eligibility Conditions for Refunds

Refunds may be issued under the following circumstances:

• Incorrect Order: You received an item or items that do not match what you ordered.
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food received was undercooked, overcooked, spoiled, contaminated, or otherwise unfit for consumption.
• Allergen Concerns: An item contained an allergen that was not disclosed and which you specifically requested to be excluded.
• Damaged Packaging: The order arrived with severely damaged packaging that compromised the integrity or safety of the food.
• Failed Delivery: Your delivery order was never received and was confirmed as undelivered by our delivery tracking system.
• Duplicate Charges: You were charged more than once for the same order due to a system or payment processing error.
• Technical Error: A technical error on our website caused an incorrect or unintended order to be placed or charged.

All refund requests are subject to review and verification. We reserve the right to request supporting information, such as photographs of the food, packaging, or your receipt, to process your claim.

3. Timeframes for Refund Requests

To be eligible for a refund, your request must be submitted within the following timeframes:

Refund requests submitted after these deadlines will not be eligible for consideration, except in extraordinary circumstances at our sole discretion. We strongly encourage customers to inspect their orders upon receipt and contact us immediately if an issue is identified.

4. Non-Refundable Items and Services

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

• Change of Mind: Refunds will not be issued simply because you changed your mind after placing an order, as food is prepared fresh upon ordering.
• Customization Errors by Customer: If you made an incorrect selection during the ordering process (e.g., selected the wrong size, toppings, or crust), we are not responsible for refunding the order unless a technical fault can be confirmed.
• Promotional or Discounted Items: Items purchased using promotional codes, special discounts, or as part of a limited-time offer may not be refundable unless the issue is a quality or safety concern.
• Gift Cards: Purchases made using gift cards are non-refundable. However, if your order qualifies for a refund, the amount may be credited back to the gift card used.
• Completed Dine-In Orders: Once a dine-in order has been fully consumed, refunds will generally not be issued unless a verifiable food safety concern is reported promptly.
• Delivery Fees: Third-party delivery fees charged by external platforms (such as DoorDash, Uber Eats, or Grubhub) are not subject to our refund policy. Please contact those platforms directly for fee-related disputes.
• Service Charges and Tips: Service charges and gratuities are non-refundable.

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

To submit a refund request, please follow the steps below:

1. Gather Your Information: Before contacting us, have the following information ready:
   • Your full name and contact information
   • Your order number or confirmation email
   • The date and time of your order
   • A clear description of the issue
   • Photographs of the food or packaging (if applicable)
2. Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: cafemod.top
3. Submit Your Request: Provide all required details in your message. Include your order number and a description of the problem. Attach any relevant photos or documentation to support your claim.
4. Await Confirmation: You will receive an acknowledgment of your refund request within 1–2 business days. Our team will review your case and may follow up with additional questions.
5. Receive a Decision: Once our review is complete, we will notify you of our decision via email. If your refund is approved, you will be informed of the refund method and estimated processing time.

6. Refund Processing Times by Payment Method

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

Please note that while we process refunds promptly on our end, your bank or financial institution may take additional time to post the credit to your account. We are not responsible for delays caused by third-party financial institutions.

7. Partial Refunds

In certain situations, a partial refund may be issued rather than a full refund. Conditions for partial refunds include:

• Only certain items in a multi-item order were incorrect, missing, or unsatisfactory.
• A portion of the order was consumed before a quality issue was identified.
• The complaint relates to a minor quality concern that does not warrant a full refund.
• A discount, coupon, or promotional credit was applied to the original order, and the refund amount will reflect the actual amount paid for the affected item(s).
• Delivery fees or service charges that are not directly related to the food quality concern.

Partial refund amounts will be determined at our discretion based on the nature and extent of the issue reported. We will communicate the approved refund amount to you before processing.

8. Exchange Policy

Where feasible, we may offer an exchange or replacement in lieu of a monetary refund. Exchanges are subject to the following conditions:

• Same-Day Pickup Orders: If you have received an incorrect item and are still at or near our location, we will remake your order at no additional charge, subject to availability.
• Delivery Orders: For delivery orders with quality or accuracy issues, we may offer to send a replacement order. Replacement orders are subject to availability and delivery time constraints.
• Store Credit: In some cases, we may offer store credit or a digital coupon code for a future order as an alternative to a cash or card refund. Store credits are valid for 90 days from the date of issuance and cannot be converted to cash.

We strive to resolve all issues in the manner most convenient for our customers and will work with you to find the best possible solution.

9. Cancellation Policy

Because our food is prepared fresh immediately after an order is placed, cancellations are time-sensitive. Please review the following cancellation terms:

9.1 Online and Phone Orders

• Orders may be cancelled and fully refunded if the cancellation request is made within 5 minutes of placing the order, before food preparation has begun.
• If food preparation has already commenced, the order cannot be cancelled and no refund will be issued, except in cases of verified system errors or duplicate charges.

9.2 Catering and Large Group Orders

• Catering orders may be cancelled with a full refund if cancelled at least 48 hours before the scheduled pickup or delivery time.
• Cancellations made between 24 and 48 hours before the scheduled time may be eligible for a 50% refund or store credit.
• Cancellations made less than 24 hours before the scheduled time are not eligible for a refund, as ingredients and preparation will have already begun.

9.3 In-Store Orders

In-store orders that are in progress or have been completed cannot be cancelled. If you have a concern about your in-store order, please speak with a manager on duty immediately.

10. Dispute Resolution Process

We are committed to resolving all refund and order disputes in good faith. If you are not satisfied with our initial decision, you may escalate your concern through the following process:

1. Step 1 — Internal Escalation: Contact our customer support team at [email protected] and clearly state that you wish to escalate your dispute. Provide your original case or ticket number, along with a detailed explanation of why you disagree with our decision.
2. Step 2 — Management Review: Your complaint will be escalated to a senior member of our customer service or management team. You will receive a response within 5 business days.
3. Step 3 — Informal Resolution: We will make every reasonable effort to reach a mutually agreeable resolution through direct communication. This may include a phone call or email exchange with our management team.
4. Step 4 — Chargeback Rights: If you paid by credit or debit card and believe you have been wrongly charged, you retain the right to dispute the transaction directly with your bank or card issuer under applicable consumer protection regulations, including those enforced by the Federal Trade Commission (FTC). We encourage customers to contact us first before initiating a chargeback, as we are committed to resolving issues directly.
5. Step 5 — Third-Party Mediation: If an agreement cannot be reached through the above steps, both parties may agree to engage a neutral third-party mediator to assist in resolving the dispute. Mediation costs will be shared equally unless otherwise agreed.

11. Consumer Rights Under U.S. Law

As a consumer in the United States, you are protected by various federal and state laws governing your rights in commercial transactions. These include, but are not limited to:

• The FTC Act (15 U.S.C. § 45), which prohibits unfair or deceptive acts or practices affecting commerce.
• The Fair Credit Billing Act (FCBA), which provides protections against billing errors on credit card statements.
• The Electronic Fund Transfer Act (EFTA), which provides protections for debit card transactions.
• State-specific consumer protection statutes that may provide additional rights depending on your location.

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

12. Policy Updates

We reserve the right to update or modify this Refund Policy at any time. Changes will be effective upon posting to our website at cafemod.top. We encourage you to review this policy periodically. Continued use of our services following any changes constitutes your acceptance of the updated policy. The effective date at the top of this page will reflect the date of the most recent revision.

13. Contact Information

If you have any questions about this Refund Policy or wish to submit a refund request, please contact our customer support team using the details below:

We aim to respond to all refund inquiries within 1–2 business days. Your satisfaction is important to us, and we will do our best to resolve your concern promptly and professionally.