Refund Policy

At Mod Pizza, we are committed to delivering a high-quality dining experience with every order. We understand that situations arise where a refund or exchange may be necessary, and we want to make that process as simple and transparent as possible. This Refund Policy outlines your rights, our obligations, and the procedures we follow when handling refund requests for orders placed through our restaurant or via our website at modhouse.rest.

Please read this policy carefully before placing an order. By completing a purchase with us — whether in-store, online, or through a third-party delivery platform — you acknowledge that you have read and understood the terms described below.

1. Our Commitment to Customer Satisfaction

We take pride in the quality of every pizza, ingredient, and item we prepare. If your order does not meet your expectations due to an error on our part — whether that is an incorrect item, a missing topping, a food quality concern, or a preparation mistake — we will work with you promptly to make it right. Our goal is to ensure that every customer leaves satisfied, and we treat every refund request with fairness and professionalism.

2. Eligibility Conditions for Refunds

Refunds may be granted under the following conditions:

• Your order was incorrect due to an error made by our staff or system (e.g., wrong toppings, wrong size, wrong item).
• The food item you received was of unacceptable quality — for example, undercooked, spoiled, contaminated, or otherwise unsafe to eat.
• Your online order was charged but was never prepared or delivered.
• A duplicate charge was applied to your payment method for the same order.
• Your order was cancelled before preparation began and a charge was still applied.
• A promotional discount or coupon that was applied to your order was not honored at the time of checkout.

Refunds will generally not be granted in the following situations:

• You changed your mind after the order was prepared or delivered.
• You ordered an item and simply did not enjoy the taste or flavor, with no quality defect present.
• You provided incorrect delivery address information and the order was delivered to the wrong location.
• The order was consumed in full or in large part before a complaint was made.
• The issue arose from a third-party delivery service and not from an error on our part.

3. Timeframes for Refund Requests

To be eligible for a refund, your request must be submitted within the timeframes outlined below:

We strongly encourage you to contact us as soon as possible after noticing an issue. Requests submitted after these timeframes may not be eligible for a full refund but will still be reviewed on a case-by-case basis at our discretion.

4. Non-Refundable Items and Services

The following items and services are considered non-refundable under standard circumstances:

• Gift Cards: All gift card purchases are final and non-refundable. They may not be exchanged for cash.
• Promotional Items: Free items included as part of a promotion or bundle deal are not eligible for individual refunds.
• Service Fees and Delivery Charges: Platform service fees and delivery charges collected at checkout are generally non-refundable unless the order was never delivered due to an error on our end.
• Customization Errors by the Customer: If you customized your order (e.g., specific toppings, dietary modifications) and the order was correctly prepared according to your specifications, refunds will not be issued based on dissatisfaction with the customization.
• Orders Placed Through Third-Party Apps: Refunds for orders placed through third-party delivery platforms (such as DoorDash, Uber Eats, Grubhub, etc.) are subject to those platforms' refund policies. We encourage you to contact the platform directly for such orders.

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

Requesting a refund from Mod Pizza is straightforward. Please follow the steps below:

1. Step 1 — Gather Your Information: Before contacting us, collect the following details: your full name, order number or receipt, date and time of purchase, the item(s) in question, the reason for the refund request, and any photos if relevant (e.g., incorrect or damaged item).
2. Step 2 — Contact Us Directly: Reach out to our customer support team using any of the following methods:
   • Email: [email protected]
   • Website: modhouse.rest
3. Step 3 — Describe the Issue Clearly: In your message, explain what went wrong with your order. The more detail you provide, the faster we can resolve your request. Attach any supporting photos or screenshots where applicable.
4. Step 4 — Await Confirmation: Our team will acknowledge your refund request within 1–2 business days. We may follow up with additional questions to verify the details of your claim.
5. Step 5 — Resolution: Once your request is reviewed and approved, we will notify you of the outcome and initiate the refund or provide an alternative resolution such as a replacement or store credit.

6. Refund Processing Times by Payment Method

Once a refund is approved, the time it takes to receive your funds back will depend on your original payment method:

7. Partial Refunds

In some cases, a partial refund may be the most appropriate resolution. Partial refunds may be issued when:

• Only one or a few items in a multi-item order were incorrect or unsatisfactory, and the remainder of the order was delivered correctly.
• The food item was partially consumed before a quality issue was identified.
• A requested topping or ingredient was missing, but the overall order was otherwise correct.
• A discount or promotional offer was partially applied incorrectly.

The amount of a partial refund will be calculated based on the price of the specific item(s) affected, minus any discounts or promotions already applied to those items. Our team will communicate the refund amount clearly before processing.

8. Exchange Policy

In many cases, we prefer to make things right immediately by offering a replacement or exchange rather than a monetary refund. If your order was incorrect or did not meet our quality standards, you may be eligible for:

• A Replacement Item: We will prepare a fresh, correct version of your original order at no additional cost.
• A Substitute Item: If a specific ingredient or menu item is unavailable, we will offer a comparable substitute of equal or greater value.
• Store Credit: In lieu of a cash refund, we may offer store credit that can be applied to a future purchase at modhouse.rest or in-store.

Exchanges are typically processed faster than monetary refunds and are a preferred solution for in-store dining or pick-up order issues. Exchanges are subject to menu availability at the time of the request.

9. Cancellation Policy

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

9.1 Online Orders

You may cancel an online order and receive a full refund only if the cancellation is made before your order enters the preparation stage. Once our kitchen team begins preparing your order, cancellations may not be accepted and refunds may not be issued.

• To cancel an online order, contact us immediately at [email protected] or call us as soon as possible.
• Order preparation typically begins within 5–10 minutes of a confirmed order, so prompt action is essential.

9.2 Catering and Large Group Orders

For catering or large group orders, cancellations must be submitted at least 48 hours in advance of the scheduled event or delivery date to qualify for a full refund. Cancellations made within 24–48 hours of the scheduled date may be eligible for a 50% refund or store credit. Cancellations made less than 24 hours before the scheduled time are generally non-refundable, as ingredients and preparation will have already begun.

9.3 Pre-Paid or Promotional Orders

Pre-paid orders associated with a special promotion or limited-time offer follow the same cancellation timeframes above. However, refunds for promotional offers may be issued as store credit only, unless otherwise stated at the time of purchase.

10. Dispute Resolution Process

If you are not satisfied with the resolution provided by our customer support team, you have the right to escalate your concern. We encourage the following process:

1. Step 1 — Internal Escalation: Request that your case be reviewed by a senior manager or supervisor. You can do this by replying to your existing support email thread or contacting us again at [email protected] and referencing your original request number.
2. Step 2 — Written Formal Complaint: If escalation does not resolve the issue, you may submit a formal written complaint to our management team via email, clearly outlining the nature of the dispute, the steps already taken, and the resolution you are seeking.
3. Step 3 — Chargeback Through Your Bank: If you paid by credit or debit card and believe the charge was unauthorized or a service was not delivered as promised, you have the right to contact your bank or card issuer to initiate a chargeback. Under the Fair Credit Billing Act (FCBA) and Federal Trade Commission (FTC) consumer protection guidelines applicable in the United States, you are entitled to dispute charges for goods or services not received or not as described. Please note that initiating a chargeback does not guarantee a refund and may result in a review process by your financial institution.
4. Step 4 — Consumer Protection Agencies: You also have the right to file a complaint with the Federal Trade Commission (FTC) at ftc.gov/complaint or with your state's consumer protection office. If you are located in California, additional protections under the California Consumer Privacy Act (CCPA/CPRA) and state consumer protection laws may apply.

11. Food Safety and Quality Complaints

If you believe you received food that caused illness or was unsafe to consume, please contact us immediately in addition to seeking any necessary medical attention. We take food safety very seriously and will conduct an internal review of any reported food safety concern. In such cases, we may request additional details to assist with our investigation, including the date and time of purchase, the specific items consumed, and a description of the concern. Depending on the severity of the complaint, we may be legally required to report the incident to the appropriate local or state health authority.

12. Third-Party Delivery Platform Orders

If your order was placed through a third-party platform such as DoorDash, Uber Eats, Grubhub, or any other delivery app, please be aware of the following:

• Refund eligibility and processes are governed primarily by the policies of those platforms.
• We encourage you to contact the relevant platform's customer support directly as a first step.
• If the issue is determined to be caused by an error on our part (e.g., wrong item prepared), we will cooperate fully with the platform and the customer to facilitate a resolution.
• We cannot guarantee refunds for orders placed through third-party platforms, as payment processing is handled by those services.

13. Amendments to This Policy

Mod Pizza reserves the right to update or modify this Refund Policy at any time without prior notice. Changes will be effective immediately upon posting to our website at modhouse.rest. We encourage you to review this page periodically to stay informed of any updates. Your continued use of our services after any changes are posted constitutes your acceptance of the revised policy.

14. Contact Information for Refund Requests

For all refund inquiries, please contact our customer support team using the details below. We aim to respond to all messages within 1–2 business days.

When contacting us, please include as much detail as possible about your order, including your order number, date of purchase, and a description of the issue. This will help us process your request as quickly and efficiently as possible.

This policy was last reviewed and updated on June 24, 2026. © 2026 Mod Pizza. All rights reserved.