Refund Policy

1. Overview

At Mod Pizza, customer satisfaction is our highest priority. We are committed to providing exceptional artisan pizzas and outstanding service to every guest. This refund policy outlines our commitment to making things right when your experience doesn't meet our high standards.

We stand behind the quality of our wood-fired pizzas and fresh ingredients. If you are not completely satisfied with your purchase, we will work diligently to resolve the issue promptly and fairly.

2. Refund Eligibility

To be eligible for a refund, your request must meet the following conditions:

• Timeframe: Refund requests must be made within 24 hours of purchase for food items, or within 7 days for merchandise and gift cards
• Proof of Purchase: Valid receipt, order confirmation email, or transaction record required
• Product Condition: Food items must be substantially uneaten (more than 75% remaining) to qualify for full refund
• Order Accuracy: Items delivered incorrectly or not as ordered are eligible for full refund or replacement
• Quality Issues: Items that are cold, burnt, undercooked, or otherwise not prepared to our standards
• Allergen Concerns: Items containing undisclosed allergens or prepared contrary to special dietary requests

3. Non-Refundable Items

The following items and services are not eligible for refund under normal circumstances:

• Custom pizza orders that were prepared correctly according to customer specifications
• Partially consumed food items (less than 75% remaining) except in cases of quality issues
• Digital gift cards that have been redeemed or partially used
• Promotional items, samples, or complimentary products
• Catering orders canceled less than 24 hours before scheduled delivery
• Special event bookings or private dining reservations
• Third-party delivery fees (though we may provide store credit for delivery issues)

4. Refund Process

Follow these steps to request a refund:

• Step 1: Contact our customer service team within the eligible timeframe
• Step 2: Provide your order details, receipt, and description of the issue
• Step 3: Our team will review your request and may ask for additional information
• Step 4: If approved, we'll process your refund using your original payment method
• Step 5: You'll receive email confirmation with refund details and timeline
• Step 6: For in-store purchases, return the item to any Mod Pizza location with receipt

5. Refund Methods & Timeframes

Refunds will be processed using the following methods and timeframes:

• Credit Cards: Refunded to original card within 3-5 business days
• Debit Cards: Refunded to original card within 3-7 business days
• Cash Purchases: Cash refund available immediately at store location
• Gift Cards: Refunded as store credit or new gift card within 24 hours
• Mobile Payments: Refunded through original payment app within 1-3 business days
• Online Orders: Processed within 2 business days, credited within 5-7 days

6. Exchanges Policy

In many cases, we prefer to offer exchanges rather than refunds to ensure you receive the perfect Mod Pizza experience:

• Food Exchanges: Replace incorrect or unsatisfactory items with correct alternatives
• Size Upgrades: Upgrade to larger size at no additional cost for quality issues
• Menu Substitutions: Choose different menu item of equal or lesser value
• Store Credit: Receive credit for future visits when immediate replacement isn't suitable
• Gift Card Exchange: Exchange unused gift cards for different denominations
• Merchandise: Exchange defective or incorrect branded merchandise within 30 days

7. Damaged or Defective Items

Special provisions apply to damaged or defective products:

• Immediate Replacement: Damaged food items replaced immediately at no charge
• Full Refund: Complete refund available if replacement cannot be provided promptly
• Delivery Issues: Full refund or redelivery for items damaged during delivery
• Temperature Problems: Cold pizzas or items not served at proper temperature eligible for full refund
• Contamination: Any items with foreign objects or contamination receive immediate full refund
• Allergen Issues: Full refund and medical cost assistance for items containing undisclosed allergens

Last Updated: January 2026
Effective Date: This policy is effective immediately and applies to all purchases made after this date.

Mod Pizza reserves the right to modify this refund policy at any time. Changes will be posted on our website and will apply to future transactions. For questions about this policy, please contact our customer service team.