Refund Policy

At Imos Pizza, customer satisfaction is our top priority. We are committed to providing fresh, high-quality food and a positive ordering experience. This Refund Policy outlines the conditions under which refunds, exchanges, and cancellations are handled. Please read this policy carefully before placing an order through our website at imospizzs.click.

By placing an order with us, you agree to the terms set forth in this Refund Policy. If you have any questions or concerns, please contact us directly at [email protected].

1. Our Commitment to Customer Satisfaction

We understand that issues can occasionally arise with food orders, whether related to quality, accuracy, or delivery. Imos Pizza strives to resolve all complaints promptly and fairly. Our refund policy has been designed to balance the needs of our customers with the operational realities of a food service business.

Because food products are perishable and prepared fresh to order, refunds and exchanges are subject to specific conditions as described in this policy. We encourage all customers to review their orders carefully before submission and to contact us immediately if a problem occurs.

2. Eligibility Conditions for Refunds

A refund request may be eligible for consideration under the following circumstances:

• Incorrect Order: You received items that do not match what you ordered (wrong size, wrong toppings, wrong items).
• Missing Items: One or more items from your order were not delivered or included in your bag.
• Food Quality Issues: The food was undercooked, overcooked, spoiled, or otherwise unfit for consumption upon receipt.
• Food Safety Concerns: The food contained foreign objects, allergens not listed in the order, or caused immediate health concerns.
• Significant Delivery Delay: Your order was delayed by an unreasonable amount of time beyond the estimated delivery window, and the food quality was compromised as a result.
• Duplicate Charges: You were charged more than once for the same order due to a technical or payment processing error.
• Order Not Received: Your order was never delivered despite confirmation of payment and dispatch.

All refund requests are subject to review and verification. Imos Pizza reserves the right to request supporting documentation, such as photos of the incorrect or damaged items, before processing a refund.

3. Timeframes for Refund Requests

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

Requests submitted outside of these windows may be denied, as perishable food items make it difficult to verify claims after an extended period. We encourage customers to act promptly when an issue arises.

4. Non-Refundable Items and Situations

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

• Change of Mind: Refunds are not issued because a customer simply changed their mind about an order after it has been prepared.
• Customized Orders: Items made with special customer-requested modifications that were correctly fulfilled as specified are not eligible for refunds.
• Partially Consumed Food: If more than a small portion of the food has been consumed, a refund will not be issued unless there is a verifiable food safety concern.
• Incorrect Address Provided: If an order was not delivered because the customer provided an incorrect delivery address, a refund may not be issued.
• Customer Unavailability: If the delivery driver was unable to reach the customer due to no response and the order was returned or discarded, a refund may not be applicable.
• Promotional or Discounted Items: Items purchased using promotional codes, coupons, or special discount offers may have limited or no refund eligibility.
• Gift Cards and Credits: Purchased gift cards and store credit balances are non-refundable.
• Delivery Fees: Delivery fees are generally non-refundable unless the order was never delivered due to our error.

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

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

6. Refund Processing Times by Payment Method

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

7. Partial Refunds

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

• Only a portion of the order was incorrect, missing, or unsatisfactory.
• The food was partially consumed before the issue was identified.
• A discount or promotional offer was applied to the order, and the refund reflects the actual amount paid.
• The issue affected only one item in a multi-item order, and the remaining items were satisfactory.
• Delivery fees or other service charges are excluded from the refund based on the nature of the complaint.

In cases where a partial refund is determined to be appropriate, our customer support team will communicate the refund amount and rationale to you before processing.

8. Exchange Policy

Because our products are freshly prepared food items, traditional exchanges (returning one product for another) are not always feasible. However, we offer the following remedies as alternatives to refunds:

• Order Replacement: If you received an incorrect item or an item that does not meet our quality standards, we may offer to remake and deliver the correct item at no additional charge, subject to availability and operating hours.
• Store Credit: In lieu of a monetary refund, we may offer store credit of equal or greater value that can be applied to a future order.
• Menu Item Substitution: If a specific item is no longer available, we may offer a substitute of similar value with your consent.

All exchange requests must be submitted within the same timeframes applicable to refund requests as outlined in Section 3. Exchanges are subject to availability and the discretion of our team.

9. Cancellation Policy

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

9.1 Orders Placed Online

Online orders may be cancelled within 5 minutes of placement, provided preparation has not yet begun. Once our kitchen has started preparing your order, cancellations may not be possible, and a refund may not be issued.

9.2 Scheduled Orders

If you placed an order for a future scheduled time, you may cancel it at least 30 minutes before the scheduled preparation time for a full refund.

9.3 Catering and Large Orders

Catering orders or bulk orders must be cancelled at least 24 hours in advance of the scheduled delivery or pickup time. Cancellations made within 24 hours of the scheduled time may be subject to a partial charge or no refund, as ingredients and preparation resources may have already been committed.

9.4 How to Cancel

To cancel an order, contact us immediately at [email protected] with your order number and reason for cancellation. Please note that cancellations cannot be guaranteed once preparation has begun.

10. Dispute Resolution Process

If you are not satisfied with the resolution provided by our customer support team, you have additional options available to you under applicable United States consumer protection laws.

10.1 Internal Escalation

You may request that your complaint be escalated to a senior member of our management team for further review. Please clearly state in your communication that you are requesting an escalation, and provide any additional information that supports your case.

10.2 Chargeback Rights

Under the Fair Credit Billing Act (FCBA) and applicable card network rules, you may have the right to dispute a charge with your credit card issuer or bank. We encourage customers to contact us first to resolve disputes amicably before initiating a chargeback. Unauthorized or fraudulent chargebacks may result in account suspension.

10.3 Federal and State Consumer Protection

As a business operating in the United States, Imos Pizza is subject to the Federal Trade Commission Act (FTC Act), which prohibits unfair or deceptive trade practices. Customers in California may also have additional rights under the California Consumer Privacy Act (CCPA/CPRA). If you believe your consumer rights have been violated, you may file a complaint with:

• Federal Trade Commission (FTC): www.ftc.gov
• Your State Attorney General's Office
• Better Business Bureau (BBB): www.bbb.org

10.4 Informal Mediation

Before pursuing formal legal action, we ask that both parties make a good-faith effort to resolve any dispute informally. If an informal resolution cannot be reached within 30 days of the initial complaint, either party may pursue other remedies as permitted by law.

11. Fraudulent Refund Claims

Imos Pizza takes fraudulent refund claims seriously. Any customer found to be submitting false, exaggerated, or misleading refund requests may be subject to the following actions:

• Denial of the current and future refund requests.
• Suspension or termination of their account or ordering privileges.
• Reporting to relevant authorities if fraud is suspected.

We appreciate the honesty of our customers and are committed to treating all legitimate complaints with care and urgency.

12. Changes to This Refund Policy

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

13. Contact Us

If you have any questions about this Refund Policy, need to submit a refund request, or would like to discuss a concern, please do not hesitate to reach out to our customer support team using the contact details below:

This Refund Policy was last reviewed and updated on April 7, 2026. All policies are subject to change. For the most current version, please visit imospizzs.click.