Refund Policy

At Imos Pizza, customer satisfaction is our top priority. We are committed to providing you with high-quality food and an exceptional ordering experience. This Refund Policy outlines the terms and conditions under which refunds, exchanges, and cancellations are handled. Please read this policy carefully before placing your order through imosxpizza.digital.

By placing an order on our website, you acknowledge that you have read, understood, and agreed to the terms set forth in this Refund Policy. This policy is governed by applicable United States consumer protection laws, including regulations enforced by the Federal Trade Commission (FTC) under the FTC Act.

1. Eligibility for Refunds

We understand that issues can arise with food orders. Imos Pizza will consider refund requests under the following circumstances:

• Incorrect Order: You received items that are different from what you ordered (e.g., wrong pizza toppings, wrong size, wrong specialty items).
• Missing Items: Part of your order was not delivered or was missing from your pickup order.
• Food Quality Issues: The food you received was undercooked, spoiled, or otherwise not fit for consumption upon delivery or pickup.
• Damaged Food: The food was significantly damaged during delivery and is not in a consumable condition.
• Duplicate Charges: You were charged more than once for the same order due to a technical or payment processing error.
• Order Never Received: Your delivery order was not delivered within a reasonable timeframe and was confirmed as lost or undelivered by our team.
• Allergic Reactions Due to Incorrect Preparation: If you provided specific allergy instructions at the time of ordering and your order was prepared incorrectly, causing an adverse reaction, you may be eligible for a full refund. Documentation may be required.

Refund eligibility is assessed on a case-by-case basis. Imos Pizza reserves the right to request photographic evidence, order confirmation numbers, or other relevant documentation before approving a refund.

2. Timeframes for Refund Requests

To ensure your refund request can be properly reviewed and processed, please observe the following time limits:

3. Non-Refundable Items and Situations

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

• Change of Mind: Refunds will not be issued simply because you changed your mind after an order was placed and confirmed.
• Partially Consumed Orders: If you have consumed a significant portion of your order before reporting an issue, a full refund will not be granted. A partial refund may be considered at our discretion.
• Customization Errors by Customer: If you made an error when customizing your order (e.g., selected the wrong size or toppings) and the order was prepared correctly according to your selections, we may not be able to issue a refund.
• Delivery Delays Due to Third-Party Factors: Delays caused by extreme weather, traffic, or other circumstances beyond our control are not eligible for refunds, though we may offer a credit at our discretion.
• Promotional or Discounted Items: Items purchased at a promotional or deeply discounted price may be non-refundable unless they are defective or incorrect.
• Digital Gift Cards or Vouchers: Once purchased, digital gift cards are non-refundable.
• Service Fees and Delivery Charges: Delivery fees, service charges, and tips paid at the time of ordering are generally non-refundable unless the order was never received through no fault of the customer.

4. How to Request a Refund

If you believe you are eligible for a refund based on the criteria outlined above, please follow these steps:

1. Step 1 – Gather Your Information: Before contacting us, have the following ready:
   • Your full name and contact information
   • Order confirmation number or receipt
   • Date and time of the order
   • Description of the issue (wrong item, missing item, quality concern, etc.)
   • Photographs of the issue, if applicable (e.g., incorrect or damaged food)
2. Step 2 – Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: imosxpizza.digital
3. Step 3 – Submit Your Request: In your message or form submission, clearly explain the issue and include all relevant documentation and order details.
4. Step 4 – Review Process: Our customer service team will review your request and may follow up with you for additional information within 1–2 business days.
5. Step 5 – Resolution: Once your request is reviewed and approved, we will notify you of the outcome and initiate the refund, replacement, or store credit as appropriate.

5. Refund Processing Times by Payment Method

Once a refund is approved, the time it takes for funds to appear in your account depends on your original payment method:

Please note that while we process refunds promptly on our end, actual posting times may vary depending on your financial institution or payment provider. Imos Pizza is not responsible for delays caused by banks or third-party payment processors.

6. Partial Refunds

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

• Only some items in your order were incorrect or missing, while the rest were delivered correctly.
• A portion of your food was consumed before an issue was reported, reducing the scope of the complaint.
• The quality issue affected only part of your order (e.g., one pizza in a multi-item order was unsatisfactory).
• A promotional discount or coupon was applied at checkout, affecting the refundable amount.

The amount of a partial refund will be determined by our customer service team based on the specific circumstances of your complaint. We aim to be fair and reasonable in all cases.

7. Exchange Policy

Due to the perishable nature of food products, traditional exchanges (i.e., returning a product for a different one) are generally not available. However, in cases where your order was incorrect or defective, Imos Pizza may offer one of the following remedies at our discretion:

• Order Replacement: We may offer to re-prepare and deliver the correct order, subject to operational availability and timing.
• Store Credit: We may issue store credit equivalent to the value of the affected item(s), which can be applied toward a future order on imosxpizza.digital.
• Full or Partial Monetary Refund: As outlined in the sections above, depending on the nature and extent of the issue.

The most appropriate remedy will be determined by our customer service team in consultation with you. We encourage customers to communicate their preferred resolution, and we will do our best to accommodate reasonable requests.

8. Cancellation Policy

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

8.1 Online Orders

• Before Order Confirmation: If you contact us immediately after placing your order and it has not yet been confirmed or sent to our kitchen, we will cancel your order and issue a full refund.
• After Order Confirmation but Before Preparation Begins: Cancellations may still be possible. Please contact us immediately at [email protected]. If the order has not yet entered preparation, a full refund will be issued.
• After Preparation Has Begun: Once your order is being prepared in our kitchen, cancellations are generally not accepted. In exceptional circumstances, a partial refund or store credit may be offered at our discretion.
• After Dispatch for Delivery: Once an order has been dispatched for delivery, it cannot be cancelled.

8.2 Scheduled Orders

If you placed a scheduled or advance order, you may cancel it without charge up to 1 hour before the scheduled preparation time. Cancellations made within 1 hour of the scheduled time may not be eligible for a full refund.

9. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request or if a billing dispute arises, we encourage you to follow the steps below before pursuing any external remedies:

9.1 Internal Escalation

If your initial refund request was denied or you believe the resolution offered was inadequate, you may escalate your concern by emailing [email protected] with the subject line "Refund Dispute – [Your Order Number]". A senior member of our team will review your case within 3–5 business days.

9.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute charges with your bank or credit card company under applicable consumer protection laws, including protections provided by the Fair Credit Billing Act (FCBA). However, we ask that you contact us first to give us the opportunity to resolve the matter directly before initiating a chargeback.

9.3 Consumer Protection Agencies

If you feel your consumer rights have been violated and we have been unable to resolve the issue, you may file a complaint with the following agencies:

• Federal Trade Commission (FTC): www.ftc.gov
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your state's Attorney General's consumer protection office

9.4 Governing Law

This Refund Policy and any disputes arising from it shall be governed by and construed in accordance with the laws of the United States and the applicable state law of the state in which our business operates. Any legal disputes not resolved through internal escalation shall be subject to binding arbitration or the jurisdiction of the appropriate courts, as required by applicable law.

10. Special Circumstances and Considerations

10.1 Technical Errors on Our Website

If a technical error on our website (imosxpizza.digital) results in an incorrect charge, a duplicate order, or a failed transaction, we will work promptly to correct the error and issue any applicable refund. Please report such issues to [email protected] as soon as they are discovered.

10.2 Promotions and Discount Codes

If a promotional or discount code was applied to your order and you receive a refund, the refund amount will reflect the actual amount paid after the discount. Promotional codes are non-refundable and will not be re-issued after being applied to an order.

10.3 Force Majeure

Imos Pizza shall not be held liable for delays or failures in order fulfillment caused by circumstances beyond our reasonable control, including but not limited to natural disasters, severe weather events, civil unrest, government-mandated restrictions, or infrastructure failures. In such cases, we will make reasonable efforts to offer alternative solutions, which may include store credit or rescheduling of orders.

11. Changes to This Refund Policy

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

12. Contact Information

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

Our customer service team is available to assist you and will respond to all inquiries as promptly as possible. We are dedicated to resolving any issues quickly and fairly, and we appreciate your trust in Imos Pizza.