Refund Policy

At Imos Pizza, we are committed to delivering the highest quality food and customer experience. We understand that sometimes orders may not meet your expectations, and we have established this Refund Policy to address such situations fairly and transparently. Please read this policy carefully before placing an order through our website at imosspizz.top or by any other means.

By placing an order with Imos Pizza, you agree to the terms outlined in this Refund Policy. 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 practices in commerce.

1. Eligibility Conditions for Refunds

We want every customer to be satisfied with their order. Refunds may be issued under the following circumstances:

• Incorrect Order: You received an item or items that differ from what you ordered (wrong pizza, wrong toppings, wrong size, wrong quantity).
• Missing Items: Part of your order was missing upon delivery or pickup, and you did not receive the full order you paid for.
• Quality Issues: The food delivered was in an unsatisfactory condition, such as being significantly undercooked, overcooked, spoiled, or otherwise unfit for consumption.
• Order Not Delivered: Your order was never delivered within a reasonable timeframe despite being confirmed and paid for, and our team cannot verify successful delivery.
• Duplicate Charges: You were charged more than once for the same order due to a payment processing error.
• Significant Delay: Your order arrived significantly later than the estimated delivery time (typically more than 60 minutes beyond the quoted time), rendering the food unsuitable.

To be eligible for a refund, the issue must be reported within the timeframe specified in Section 2 of this policy. Refunds are evaluated on a case-by-case basis, and Imos Pizza reserves the right to request supporting evidence, such as photographs of the order received.

2. Timeframes for Refund Requests

Timely reporting is essential for us to investigate and resolve your concern effectively. The following timeframes apply:

Refund requests submitted outside these timeframes may not be honored. We strongly encourage customers to inspect their orders immediately upon receipt and contact us as soon as possible if any issues are identified.

3. Non-Refundable Items and Services

Not all purchases qualify for a refund. The following items and situations are generally non-refundable:

• Change of Mind: Orders that have already been prepared, picked up, or delivered cannot be refunded simply because you changed your mind or no longer want the food.
• Consumed Food: Refunds will not be issued for food that has been substantially consumed. If you have eaten most of your order and then claim dissatisfaction, a refund will not typically be granted.
• Customization Errors by Customer: If you made an error when customizing your order (e.g., accidentally selected the wrong toppings or size), and the order was correctly prepared according to your specifications, a refund will not be issued.
• Delivery Fees: Delivery fees are non-refundable once an order has been dispatched for delivery, unless the entire order qualifies for a full refund due to our error.
• Promotional and Discounted Items: Items purchased with promotional discounts, coupons, or special offers may be subject to limited or no refund eligibility depending on the terms of the promotion.
• Gift Cards and Store Credits: Purchases of gift cards, store credits, or promotional vouchers are final and non-refundable.
• Third-Party Platform Orders: Orders placed through third-party delivery platforms (such as DoorDash, Uber Eats, Grubhub, etc.) are subject to the refund policies of those respective platforms, not this policy.

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

To request a refund from Imos Pizza, please follow the steps outlined below:

1. Step 1 – Contact Us Promptly: Reach out to our customer support team as soon as you identify a problem with your order. You can contact us via:
   • Email: [email protected]
   • Website: imosspizz.top
2. Step 2 – Provide Your Order Details: When contacting us, please have the following information ready:
   • Your full name
   • Order confirmation number or receipt number
   • Date and time of the order
   • Delivery address or pickup location
   • Payment method used
   • A clear description of the issue
3. Step 3 – Submit Supporting Evidence (if applicable): If the issue involves food quality, incorrect items, or missing items, we may ask you to submit photographs of the order as received. Photos should clearly show the problem and should be taken immediately upon discovering the issue.
4. Step 4 – Review and Investigation: Our customer support team will review your request within 1–2 business days. We may contact you for additional information or clarification during this process.
5. Step 5 – Resolution: Once your request has been reviewed and approved, we will notify you of our decision via email. If a refund is approved, it will be processed according to the timelines described in Section 5 of this policy.

5. Refund Processing Times by Payment Method

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

Please note that while we initiate the refund promptly upon approval, the actual posting of funds to your account depends on your bank or financial institution. Imos Pizza is not responsible for delays caused by your financial institution's internal processing times.

6. Partial Refunds

In some cases, a partial refund may be issued rather than a full refund. Partial refunds may apply under the following conditions:

• Only specific items in an order were incorrect, missing, or unsatisfactory, while the rest of the order was delivered correctly.
• The order was partially consumed before the issue was identified (refund may only apply to unconsumed portions).
• A delivery was late but eventually received in acceptable condition — compensation may be offered rather than a full refund.
• Promotional discounts or coupons were applied to the original order, in which case the refund will be adjusted to reflect the discounted amount paid.

The amount of any partial refund will be determined by Imos Pizza at its sole discretion, based on the nature and extent of the issue reported. We aim to provide fair and reasonable compensation in all circumstances.

7. Exchange Policy

Due to the perishable nature of food products, Imos Pizza does not offer a traditional product exchange policy. However, in certain situations, we may offer to re-prepare and re-deliver a replacement order as an alternative to a monetary refund:

• Replacement Orders: If your order was incorrect or had a significant quality issue, we may offer to send a replacement at no additional charge. Replacement orders are subject to availability and standard delivery times.
• Same-Day Only: Replacement orders can only be arranged on the same day as the original order and within our normal operating hours.
• Customer Preference: You may choose between a replacement order or a monetary refund. We will do our best to accommodate your preference.

Imos Pizza reserves the right to determine the most appropriate resolution, which may include a replacement, partial refund, full refund, or store credit, depending on the specific circumstances of your situation.

8. Cancellation Policy

We understand that plans can change. Here is our cancellation policy for orders placed with Imos Pizza:

8.1 Online and Phone Orders

• Before Preparation Begins: You may cancel your order for a full refund if the cancellation is requested before our kitchen has begun preparing your food. This window is typically within 5 minutes of placing the order.
• During Preparation: Once your order has entered the preparation stage, cancellations may not be accepted, or a cancellation fee may apply. In such cases, store credit may be offered instead of a monetary refund.
• After Dispatch: Orders that have already been dispatched for delivery cannot be cancelled. If you refuse delivery of a non-cancelled order, no refund will be issued.

8.2 Catering and Large Orders

• Catering orders or large group orders must be cancelled at least 24 hours before the scheduled delivery or pickup time to receive a full refund.
• Cancellations made between 12–24 hours before the scheduled time may receive a 50% refund.
• Cancellations made less than 12 hours before the scheduled time are non-refundable, as ingredients and preparation will have already commenced.

To cancel an order, please contact us immediately at [email protected] or visit our website at imosspizz.top.

9. Dispute Resolution Process

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

9.1 Internal Escalation

You may request that your case be escalated to a senior member of our customer service team for a second review. To do so, reply to the email correspondence regarding your original refund request and indicate that you would like an escalation. We aim to respond to escalated complaints within 3 business days.

9.2 Consumer Protection Agencies

As a consumer in the United States, you have the right to file a complaint with the following agencies if you believe your consumer rights have been violated:

• Federal Trade Commission (FTC): www.ftc.gov — The FTC protects consumers from unfair or deceptive business practices under the FTC Act.
• Better Business Bureau (BBB): www.bbb.org — You may file a complaint with the BBB for business dispute mediation.
• Your State Attorney General's Office: Most states have an Attorney General's consumer protection division that handles complaints against businesses.

9.3 Chargeback Rights

You retain the right to initiate a chargeback through your credit card or bank if you believe you have been charged incorrectly. However, we ask that you contact us directly first to give us the opportunity to resolve the matter. Initiating chargebacks without first attempting resolution through our customer service team may result in your account being flagged or future orders being declined.

9.4 Informal Resolution First

Both parties agree to attempt good-faith informal negotiation before pursuing formal legal action. Any unresolved disputes shall be governed by the laws of the United States and the applicable state laws where the transaction occurred.

10. Policy Updates

Imos Pizza reserves the right to modify this Refund Policy at any time. Any changes will be posted on our website at imosspizz.top with an updated effective date. Your continued use of our services following any changes constitutes your acceptance of the updated policy. We encourage you to review this policy periodically.

11. Contact Information for Refund Requests

For all refund requests, questions about this policy, or any other customer service concerns, please contact us using the information below:

We value every customer and strive to resolve all concerns in a timely and satisfactory manner. Your trust is important to us, and we appreciate the opportunity to make things right.