Refund Policy

Effective Date: March 30, 2026 | Last Updated: March 30, 2026

1. Introduction

At Imos Pizza, we are committed to delivering high-quality food and exceptional customer satisfaction. We understand that issues can sometimes arise with food orders, and we have established this comprehensive Refund Policy to ensure that every customer concern is handled fairly, promptly, and transparently.

This policy applies to all orders placed through our website pizza-imoss.click, by phone, or through any authorized ordering platform associated with Imos Pizza. Our practices are in full compliance with applicable United States consumer protection laws, including guidelines set forth by the Federal Trade Commission (FTC) under the FTC Act.

If you have any questions about this policy or your specific situation, please do not hesitate to contact our customer support team at [email protected] before initiating a refund request.

2. Eligibility Conditions for Refunds

Not all orders automatically qualify for a refund. To be eligible for a refund or replacement, your situation must meet one or more of the following conditions:

• Incorrect Order: You received an item that differs significantly from what you ordered (e.g., wrong toppings, wrong pizza size, wrong menu item).
• Missing Items: One or more items from your order were not delivered or included in your pickup order.
• Poor Quality: The food arrived in an unacceptable condition, such as being severely undercooked, overcooked, or otherwise unfit for consumption.
• Significant Delay: Your delivery order arrived more than 45 minutes beyond the estimated delivery time provided at checkout, and the food quality was compromised as a result.
• Duplicate Charge: Your payment method was charged more than once for the same order.
• Order Not Received: Your delivery order was confirmed as dispatched but never arrived at the address you provided.
• Allergic or Dietary Violation: An order was prepared with ingredients that were explicitly excluded due to stated dietary restrictions or allergy information submitted at the time of ordering.

To support your refund claim, we may request photographic evidence, your order confirmation number, and a brief description of the issue. We reserve the right to deny refund requests that do not meet the eligibility criteria listed above.

3. Timeframes for Refund Requests

Timeliness is important when requesting a refund for a food order. Due to the perishable nature of our products, we require that refund requests be submitted within specific timeframes:

Requests submitted after these timeframes will be evaluated on a case-by-case basis at the sole discretion of Imos Pizza management. We strongly encourage customers to inspect their order upon receipt and contact us immediately if any discrepancy or concern is identified.

4. Non-Refundable Items and Services

The following items and circumstances are generally not eligible for refunds:

• Change of Mind: Orders that have already been prepared or dispatched cannot be refunded simply because you changed your mind or no longer want the item.
• Customization Errors by Customer: If you made an error when customizing your order (e.g., forgot to remove a topping), this does not qualify for a refund unless we can confirm a processing error on our end.
• Consumed Orders: Refunds will not be issued for orders that have been substantially consumed before a complaint is raised, unless there is a verifiable quality or safety concern.
• Promotional or Free Items: Items received as part of a promotional offer, discount, or loyalty reward are not eligible for cash refunds.
• Delivery Fees: Delivery fees are non-refundable unless the delivery was never completed or was significantly delayed due to our error.
• Digital Gift Cards and Vouchers: Once purchased and delivered electronically, gift cards and vouchers are non-refundable.
• Catering or Bulk Orders (Partial Consumption): Large catering orders that have been partially consumed are not eligible for full refunds unless a documented quality issue is confirmed.

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

We have made our refund request process as simple and straightforward as possible. Please follow these steps to submit your request:

1. Gather Your Information: Before contacting us, have the following ready:
   • Your full name and contact information
   • Your order confirmation number
   • The date and time of your order
   • A clear description of the issue
   • Photographs of the issue (where applicable, such as wrong items or poor quality)
2. Contact Our Customer Support Team: Reach out to us using one of the following methods:
   • Email: [email protected]
   • Website: pizza-imoss.click
3. Submit Your Claim: Provide all required information to our team. We may ask follow-up questions or request additional documentation to process your claim accurately.
4. Await Review: Our customer service team will review your request within 1–3 business days and communicate the outcome via email.
5. Receive Resolution: If your request is approved, we will notify you of the type of resolution offered (full refund, partial refund, store credit, or replacement order).

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time required for it to reflect in your account will depend on the payment method used at the time of purchase:

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. Imos Pizza is not responsible for delays caused by third-party payment processors or financial institutions.

7. Partial Refunds

In certain circumstances, Imos Pizza may issue a partial refund rather than a full refund. Partial refunds may be applicable in the following situations:

• Only a portion of your order had an issue (e.g., one pizza was incorrect out of a multi-item order).
• The food quality concern applied to specific items within a larger order.
• A promotional discount was applied to the order, meaning the full payment amount does not reflect the standard item price.
• The customer consumed a portion of the order before identifying the concern.
• A delivery delay occurred but the food was still delivered and partially acceptable.

The amount of a partial refund will be calculated based on the original price paid for the specific item(s) in question, minus any applicable discounts. Our team will explain the partial refund calculation clearly in our communication with you.

8. Exchange Policy

In many cases, rather than issuing a monetary refund, Imos Pizza may offer to replace your order or prepare a new item at no additional charge. Our exchange policy operates as follows:

• Replacement Orders: If your order was incorrect or of poor quality and you are still interested in receiving your food, we are happy to prepare and send a replacement at no cost to you. This is often the fastest resolution.
• In-Store Exchanges: Customers who placed pickup orders and can return to the location may receive an in-store exchange for the incorrect or unsatisfactory item.
• Equivalent Item Substitutions: If a specific menu item is temporarily unavailable, we may offer a substitution of equal or greater value. You are not obligated to accept a substitution and may choose a refund instead.
• Timing for Replacements: Replacement requests must be made within the same timeframes listed in Section 3 of this policy.

We encourage customers to consider a replacement order as their first option, as it ensures you still enjoy your meal while we resolve the issue efficiently.

9. Cancellation Policy

Due to the nature of our food preparation process, cancellations are subject to strict time limitations:

9.1 Online and Phone Orders

You may cancel an order for a full refund only within 5 minutes of placing it, provided preparation has not yet begun. Once our kitchen staff begins preparing your order, cancellations are no longer possible, and no refund will be issued for a change of mind.

9.2 Scheduled or Pre-Orders

For orders placed in advance with a scheduled delivery or pickup time, cancellations must be submitted at least 60 minutes before the scheduled time to be eligible for a full refund. Cancellations made within 60 minutes of the scheduled time may not be honored.

9.3 Catering and Large Group Orders

Catering orders or bulk orders exceeding a certain dollar threshold may be subject to a separate cancellation agreement at the time of booking. Please refer to your catering confirmation documentation for specific cancellation terms. Generally, catering cancellations require at least 24 hours' notice for a full refund.

9.4 How to Cancel

To cancel an order, contact us immediately at [email protected] with your order number, full name, and reason for cancellation. Cancellation requests submitted via email will be timestamped upon receipt.

10. Dispute Resolution Process

In the event that you are unsatisfied with our response to your refund request, we encourage the following escalation process before pursuing external remedies:

10.1 Internal Escalation

If you believe your refund request was unfairly denied or insufficiently resolved, you may request that your case be escalated to a senior member of our customer experience team. Please send an email to [email protected] with the subject line "Refund Escalation Request" and include all prior correspondence and supporting documentation.

10.2 Good Faith Negotiation

We commit to engaging in good-faith discussions to reach a mutually satisfactory resolution. Our goal is always to preserve your satisfaction as a valued Imos Pizza customer.

10.3 External Remedies

If an internal resolution cannot be reached, customers in the United States have the right to file a complaint with the following bodies:

• Federal Trade Commission (FTC): reportfraud.ftc.gov
• Better Business Bureau (BBB): www.bbb.org
• Your state's Attorney General Office for consumer protection matters

10.4 Chargeback Notice

We respectfully ask that customers exhaust our internal resolution process before initiating a chargeback with their bank or credit card company. Chargebacks initiated without prior contact with our team may result in delayed resolution and could affect your ability to place future orders with Imos Pizza.

11. Customer Responsibilities

To ensure a smooth refund process, customers are responsible for:

• Providing accurate delivery addresses and contact information at the time of ordering.
• Being available to receive the delivery at the stated address and within the estimated timeframe.
• Reviewing the order upon receipt and reporting any concerns promptly within the timeframes outlined in this policy.
• Providing accurate information when submitting a refund request, including honest descriptions and genuine photographic evidence where required.

Fraudulent refund requests, including false claims about order quality or missing items, may result in the denial of your request and suspension of your account or ordering privileges.

12. Policy Updates

Imos Pizza reserves the right to update or modify this Refund Policy at any time without prior notice. Changes will be posted on our website at pizza-imoss.click with the updated effective date. Your continued use of our services after any such changes constitutes your acceptance of the revised policy.

We recommend reviewing this page periodically to stay informed about our current refund practices.

13. Contact Information

For all refund requests, cancellations, complaints, or questions regarding this policy, please reach out to our customer support team using the contact details below: