Refund Policy

At Jet's Pizza Cafe, we are committed to delivering high-quality food and an exceptional customer experience with every order. We understand that there are occasions when an order may not meet your expectations, and we want to ensure that any concerns are addressed fairly and efficiently. This Refund Policy outlines the terms and conditions under which refunds, exchanges, and cancellations are handled. By placing an order through our website at jetspizzacafe.click or through any other channel we operate, you agree to the terms described in this policy.

1. Eligibility for Refunds

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

• Your order was incorrect — meaning you received items different from what you ordered.
• Your food arrived in an unsatisfactory condition, such as being spoiled, undercooked, or significantly different from what was described on the menu.
• Your order was not delivered within a reasonable timeframe and was never received.
• You were charged more than once for the same order due to a technical error.
• An item you ordered was out of stock and was not substituted or communicated prior to delivery or pickup.
• Your order was cancelled by Jet's Pizza Cafe before preparation began.

Refund requests must be made in good faith. We reserve the right to investigate any claim and decline a refund if we find that the request does not meet the eligibility conditions outlined in this policy.

2. Timeframes for Refund Requests

To be considered for a refund, customers must submit their request within the following timeframes:

Requests submitted after these timeframes may not be eligible for a full refund and will be reviewed on a case-by-case basis at our discretion. We strongly encourage customers to contact us as soon as an issue is identified.

3. Non-Refundable Items and Situations

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

• Change of mind: Refunds will not be issued simply because you changed your mind about an order that was prepared correctly and delivered on time.
• Customization errors by the customer: If you selected incorrect toppings, sizes, or options when placing your order, we cannot be held responsible. Please review your order carefully before submitting.
• Partially consumed orders: If a significant portion of the food has been eaten, we may not be able to issue a full refund. A partial refund may be considered in certain circumstances.
• Promotional or discounted items: Items purchased using special promotions, discount codes, or offered as free with another purchase may not be eligible for a refund.
• Delivery fees: Delivery charges are generally non-refundable unless the order was never received due to a fault on our part.
• Gift cards and credits: Monetary value added to gift cards or store credit is non-refundable unless required by applicable law.

4. How to Request a Refund — Step-by-Step

Requesting a refund from Jet's Pizza Cafe is simple. Please follow the steps below to ensure your request is processed as quickly as possible:

1. Step 1 — Contact Us: Reach out to our customer support team via email at [email protected] or through the contact page on our website at jetspizzacafe.click. You may also call us directly if a phone number is provided on our website.
2. Step 2 — Provide Your Order Details: Include your full name, order number, date and time of the order, the items in question, and a description of the issue you experienced.
3. Step 3 — Submit Supporting Evidence: Where applicable, please attach photos or screenshots that clearly show the issue with your order. This helps us resolve your request more efficiently.
4. Step 4 — Await Confirmation: Our team will acknowledge your request within 1–2 business days and may follow up with additional questions to clarify the details of your claim.
5. Step 5 — Refund Decision: After reviewing your request, we will notify you of our decision via email. If your refund is approved, we will process it 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 money back depends on the payment method used at the time of purchase:

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

6. Partial Refunds

In certain situations, a partial refund may be issued rather than a full refund. Partial refunds may apply when:

• Only some items in your order were incorrect or unsatisfactory, while the rest were delivered correctly.
• The food quality issue affected only a portion of the order.
• A significant portion of the order had already been consumed at the time of the complaint.
• A discount or promotional offer was applied to the original order, reducing the refundable amount.
• The delivery was significantly delayed but the order was ultimately received.

The amount of a partial refund will be calculated based on the value of the affected items and the nature of the issue reported. Our team will clearly communicate the refund amount and the reasoning behind it when informing you of our decision.

7. Exchange Policy

Due to the perishable nature of food products, direct exchanges (i.e., sending back an item and receiving a replacement) are generally not available in the traditional sense. However, we do offer the following alternatives in qualifying situations:

• Order Replacement: If your order was incorrect or arrived in an unacceptable condition, we may offer to prepare and send a replacement order at no additional cost, subject to availability and location.
• Store Credit: In lieu of a cash refund, we may offer store credit that can be applied to your next order. Store credit does not expire and can be used on any eligible menu items.
• Complementary Items: For minor issues, we may offer complimentary items or add-ons as a gesture of goodwill on your next order.

To request an exchange or replacement, please follow the same process outlined in Section 4 of this policy. Our team will work with you to find the most appropriate resolution based on your specific circumstances.

8. Cancellation Policy

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

8.1 Customer-Initiated Cancellations

• Before preparation begins: If you cancel your order before our kitchen has started preparing it, you are eligible for a full refund. Orders are typically sent to the kitchen within minutes of being confirmed, so prompt action is essential.
• After preparation has started: If the kitchen has already begun preparing your order, cancellations may not be accepted, or only a partial refund may be issued at our discretion.
• After the order is out for delivery: Once your order has been picked up by a delivery driver, cancellations are not possible, and no refund will be issued for a cancellation request at this stage.

8.2 Jet's Pizza Cafe-Initiated Cancellations

In rare circumstances, we may need to cancel your order due to ingredient unavailability, technical issues, or situations beyond our control. In such cases, you will receive:

• A full refund of the total amount paid, including any applicable delivery fees.
• A notification via email or phone explaining the reason for the cancellation.

9. Dispute Resolution Process

If you are unsatisfied with our response to your refund or cancellation request, you have the right to escalate your concern. We are committed to resolving disputes in a fair, transparent, and timely manner.

9.1 Internal Escalation

If your initial refund request was denied or you disagree with the outcome, you may request a secondary review by emailing us at [email protected] with the subject line "Refund Dispute — Secondary Review Request". Please include your original request details and the reason you are disputing our decision. A senior member of our team will review your case within 5 business days.

9.2 Chargeback Rights

Under United States consumer protection laws, including protections enforced by the Federal Trade Commission (FTC) under the FTC Act, you may have the right to dispute a charge with your credit card company or bank if you believe you have been unfairly charged. We encourage you to attempt to resolve the issue directly with us before initiating a chargeback, as this allows for a faster and smoother resolution for both parties.

9.3 State Consumer Protection Rights

Depending on your state of residence, you may have additional consumer protection rights. For example, residents of California are afforded rights under the California Consumer Privacy Act (CCPA/CPRA) and other state consumer protection statutes. We comply with all applicable federal and state laws governing consumer rights and fair business practices.

9.4 Alternative Dispute Resolution

If a dispute cannot be resolved through our internal process or direct communication, both parties may agree to pursue mediation or arbitration as an alternative to litigation. Any formal legal proceedings shall be conducted in accordance with the laws of the state in which Jet's Pizza Cafe operates, and any applicable federal law.

10. Abuse of Refund Policy

Jet's Pizza Cafe reserves the right to refuse refund requests that appear to be fraudulent, abusive, or made in bad faith. We monitor refund activity and may restrict or discontinue service to customers who repeatedly abuse this policy or make false claims. Any attempt to manipulate the refund process constitutes a violation of our Terms of Service and may result in account suspension.

11. Changes to This Refund Policy

We reserve the right to update or modify this Refund Policy at any time. Any changes will be posted on our website at jetspizzacafe.click with an updated effective date. Continued use of our services after any such changes constitutes your acceptance of the revised policy. We encourage you to review this page periodically to stay informed of any updates.

12. Contact Information for Refund Requests

If you have any questions about this Refund Policy or need to submit a refund request, please do not hesitate to contact us using the details below. Our customer support team is here to help and will respond as quickly as possible.