Refund Policy

At Imos Pizza, we are committed to delivering high-quality food and an exceptional customer experience. We understand that situations may arise where a refund or order adjustment is necessary. This Refund Policy outlines the conditions, procedures, and timeframes associated with refund requests, cancellations, and exchanges. By placing an order through our website pizzassimos.top or by any other means, you agree to the terms set forth in this 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, as well as any applicable state-level consumer protection statutes. We encourage you to read this policy carefully before placing your order.

1. General Refund Philosophy

Imos Pizza takes pride in the quality of every item we prepare and deliver. Because our products are perishable food items made fresh upon order, refunds are handled on a case-by-case basis with fairness and transparency. Our goal is to resolve every customer concern promptly and professionally. We do not seek to withhold refunds where they are legitimately warranted, but we also maintain clear guidelines to prevent abuse of our refund process.

2. Eligibility Conditions for Refunds

A refund request may be eligible under the following circumstances:

• Incorrect Order: You received items that differ materially from what you ordered (e.g., wrong toppings, wrong size, wrong item entirely).
• Missing Items: One or more items from your order were not delivered or included in your pickup order.
• Food Quality Issues: The food was undercooked, spoiled, or otherwise unfit for consumption upon delivery or pickup.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical error.
• Order Not Received: Your delivery order was never delivered and cannot be confirmed as delivered by our records or our delivery partner's records.
• Allergic Reactions Due to Our Error: If you clearly specified an allergy at the time of ordering and we failed to accommodate it, resulting in an allergic reaction, you may be eligible for a full refund and we encourage you to contact us immediately.

To be eligible for a refund, you must meet the following general requirements:

• Your refund request must be submitted within the applicable timeframe described in Section 3 below.
• You must provide valid proof of purchase, such as your order confirmation number or receipt.
• You must provide a clear description of the issue, along with photographic evidence where applicable (e.g., incorrect or low-quality food items).

3. Timeframes for Refund Requests

Because our products are perishable, time is of the essence when submitting a refund request. The following timeframes apply:

Refund requests submitted outside of these timeframes will generally not be honored, as the perishable nature of food products makes it impossible to verify complaints after extended periods. We reserve the right to make exceptions at our sole discretion in extraordinary circumstances.

4. Non-Refundable Items and Situations

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

• Change of Mind: Orders placed and prepared where the customer simply changed their mind or no longer wants the food.
• Incorrect Address Provided: If an order was undeliverable because you provided an incorrect or incomplete delivery address, a refund will not be issued.
• Consumed Orders: Refunds will not be issued for food items that have been substantially consumed, unless a quality complaint is reported promptly with supporting evidence.
• Customization Requests: Orders that were prepared exactly as specified by the customer but the customer is dissatisfied with the result of their own customization.
• Delivery Delays Due to Third Parties or Weather: Delays caused by traffic, severe weather, or third-party delivery platform issues outside of our direct control are not grounds for a full refund, though we may offer partial compensation at our discretion.
• Promotional or Free Items: Items received as part of a promotion, discount, or at no charge are not eligible for monetary refunds.
• Gift Cards and Credits: Purchased gift cards and store credits are non-refundable and non-transferable for cash.

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

To submit a refund request, please follow these steps carefully:

1. Step 1 — Contact Us Promptly: Reach out to our customer support team as soon as possible, within the applicable timeframe listed in Section 3. You can contact us via:
   • Email: [email protected]
   • Website: pizzassimos.top
2. Step 2 — Provide Your Order Details: Include the following information in your refund request:
   • Full name used when placing the order
   • Order confirmation number or receipt number
   • Date and time of the order
   • Items ordered and the specific issue with each item
   • Contact email address or phone number
3. Step 3 — Submit Supporting Evidence: Where applicable, attach clear photographs of the food item(s) in question. This is particularly important for quality complaints, incorrect orders, or missing items. Evidence significantly accelerates the review process.
4. Step 4 — Wait for Confirmation: Our team will acknowledge your refund request within 1–2 business days. We will review your submission and may reach out for additional information if needed.
5. Step 5 — Receive Our Decision: We will communicate our decision regarding your refund request within 3–5 business days of receiving all required information. If approved, the refund will be processed according to the timeframes in Section 6.

6. Refund Processing Times by Payment Method

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

7. Partial Refunds

In certain situations, a partial refund may be granted instead of a full refund. Partial refunds may apply in the following circumstances:

• Only a portion of your order was incorrect or missing, while the remainder was prepared and delivered correctly.
• The food quality issue affected only some of the items in your order.
• A delivery delay occurred that was partially within our control and partially due to external factors.
• A promotional discount was applied to the original order, in which case the refund amount will reflect the actual amount paid rather than the full menu price.
• You partially consumed the order before reporting the issue, limiting our ability to verify the full extent of the complaint.

The specific amount of a partial refund will be determined at the discretion of our customer support team based on the nature and extent of the issue reported.

8. Exchange Policy

Due to the perishable and made-to-order nature of our food products, direct exchanges (i.e., returning a food item in exchange for a replacement) are only available in limited circumstances and must be handled promptly.

8.1 In-Store or Pickup Orders

If you picked up an order and immediately notice an error before leaving the premises, please notify a team member right away. In most cases, we will remake the correct item at no additional charge while you wait.

8.2 Delivery Orders

For delivery orders where an incorrect item was delivered, we may offer a replacement delivery at no charge if the issue is reported within 2 hours of the original delivery and a replacement delivery is logistically feasible at that time. Alternatively, a full or partial refund for the affected item(s) may be offered.

8.3 Limitations

We cannot accept the return of opened or partially consumed food items for exchange purposes due to food safety regulations. Exchanges are not available for items that were prepared correctly according to your order specifications.

9. Cancellation Policy

We begin preparing your order shortly after it is placed. As a result, our cancellation window is very limited.

9.1 Cancellation Before Preparation Begins

If you need to cancel your order, please contact us immediately at [email protected] or via our website at pizzassimos.top. If your order has not yet entered the preparation stage, we will cancel it and issue a full refund. Cancellations at this stage are processed within the standard timeframes outlined in Section 6.

9.2 Cancellation After Preparation Has Begun

Once an order has entered the preparation stage, cancellation is generally not possible and no refund will be issued. In exceptional circumstances, we may offer a partial refund or store credit at our discretion.

9.3 Cancellation of Scheduled or Pre-Orders

If you placed a scheduled or advance order, you may cancel it for a full refund up to 2 hours before the scheduled preparation time. Cancellations made less than 2 hours before the scheduled preparation time may not be eligible for a refund, as preparation may have already begun.

9.4 Large or Catering Orders

For large orders or catering arrangements, a separate cancellation policy may apply. Please refer to your catering agreement or contact us directly for details. Generally, catering orders require at least 24 hours' notice for cancellation to receive a full refund. Cancellations with less than 24 hours' notice may be subject to a cancellation fee of up to 50% of the total order value.

10. Dispute Resolution Process

If you are dissatisfied with our decision regarding your refund request, or if you believe your complaint was not handled appropriately, you have the following options for escalating your concern:

10.1 Internal Escalation

Contact our customer support team at [email protected] and request that your case be reviewed by a senior team member or manager. Please reference your original refund request number or order number in your message. We are committed to reviewing escalated cases within 5 business days.

10.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute a charge with your bank or credit card issuer if you believe you were charged incorrectly or did not receive the goods or services you paid for. This is known as a chargeback. We encourage you to contact us first before initiating a chargeback, as we are often able to resolve disputes more quickly and with less inconvenience to you.

10.3 FTC and State Consumer Protection Agencies

You may also file a complaint with the Federal Trade Commission (FTC) at ftc.gov/complaint or with your applicable state consumer protection agency. These agencies provide resources and assistance for consumers involved in commercial disputes.

10.4 Informal Mediation

Before pursuing formal legal action, we encourage customers to engage in good-faith informal mediation with our team. We are committed to finding fair and reasonable resolutions to all genuine disputes.

11. Fraud Prevention

Imos Pizza reserves the right to deny refund requests that we reasonably believe are fraudulent, abusive, or submitted in bad faith. Repeated refund requests from the same customer without legitimate justification may result in the suspension or termination of the customer's account and the refusal of future orders. We take the integrity of our refund process seriously to ensure that our policies are fair to all customers and sustainable for our business.

12. Changes to This Policy

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

13. Contact Information for Refund Requests

For all refund requests, questions, or concerns related to this policy, please contact us using the information below. Our customer support team is available to assist you and will respond as promptly as possible.

When contacting us, please have your order confirmation number, the email address used to place the order, and any relevant supporting documentation or photographs ready. This will help us process your request as efficiently as possible.