Refund Policy

Effective Date: April 3, 2026  |  Last Updated: April 3, 2026

1. Introduction

At Mod Spizz ("we," "us," or "our"), we are committed to delivering high-quality food products and an exceptional customer experience. We understand that issues can arise, and we want to ensure that every customer is treated fairly and with respect when a problem occurs with their order.

This Refund Policy outlines the circumstances under which refunds, exchanges, or credits may be issued, the process for submitting a refund request, and the expected timelines for resolution. Our goal is to resolve every concern promptly and professionally, in compliance with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act.

If you have any questions about this policy before making a purchase, we encourage you to contact us at [email protected] prior to placing your order.

2. Eligibility Conditions for Refunds

Refund requests will be considered under the following circumstances:

• Incorrect Order: You received an item that is different from what you ordered, including wrong toppings, crust type, size, or preparation style.
• Missing Items: One or more items included in your order confirmation were not included in your delivery or pickup bag.
• Quality Issues: The food received was of unacceptable quality, including but not limited to undercooked or overcooked items, foreign objects found in the food, or items that appeared spoiled or unsafe for consumption.
• Delivery Failure: Your order was confirmed and paid for but was never delivered within the stated delivery window, and no reasonable explanation or reattempt was made.
• Duplicate Charges: Your payment method was charged more than once for the same order.
• Technical Errors: A verified technical error on our website or ordering platform resulted in an unintended purchase or incorrect order total.

To be eligible for a refund, you must meet all of the following conditions:

1. Your refund request must be submitted within the applicable timeframe described in Section 3 below.
2. You must provide your order number, a description of the issue, and supporting evidence where applicable (such as photos of incorrect or damaged items).
3. The issue must not fall under the non-refundable categories outlined in Section 5 of this policy.
4. The request must be submitted in good faith and accurately represent the nature of the problem.

3. Timeframes for Refund Requests

Timely reporting is essential for us to investigate and resolve your concern effectively. Please review the applicable timeframes below:

Refund requests submitted outside of these timeframes may not be honored. We strongly encourage customers to inspect their orders upon receipt and to contact us immediately if any issue is identified.

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

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

1. Step 1 — Gather Your Information: Before contacting us, please have the following ready:
   • Your order number (found in your confirmation email)
   • The date and time of your order
   • A clear description of the issue
   • Photos or screenshots of the problem (if applicable, such as incorrect items or poor quality food)
   • Your preferred contact method and refund method
2. Step 2 — Contact Our Customer Support Team: Reach out to us using one of the following methods:
   • Email: [email protected]
   • Website: modspizz.click
   Please use the subject line: "Refund Request — [Your Order Number]"
3. Step 3 — Submit Your Evidence: Attach any relevant photos, screenshots, or documentation to support your claim. The more information you provide, the faster we can process your request.
4. Step 4 — Await Confirmation: Once we receive your request, our team will send you a confirmation email acknowledging receipt. We aim to respond to all refund requests within 1–2 business days.
5. Step 5 — Review and Decision: Our customer support team will review your claim. You may be asked to provide additional information or clarification. We will notify you of our decision via email.
6. Step 6 — Refund Issuance: If your refund is approved, we will process it according to the timelines outlined in Section 6 of this policy.

5. Non-Refundable Items and Circumstances

Certain purchases and circumstances are not eligible for refunds. Please review the following carefully:

• Change of Mind: Refunds will not be issued simply because you changed your mind after placing an order or after the food has been prepared.
• Customization Errors by Customer: If you made an error when customizing your order (e.g., selecting the wrong toppings or size), and the order was prepared according to your specifications, we cannot offer a refund.
• Partially Consumed Orders: Refunds will generally not be issued for food items that have been substantially consumed, except in cases where a legitimate quality issue is reported promptly.
• Promotional and Discounted Items: Items purchased at a promotional price or as part of a special offer may not be eligible for a full refund, unless there is a clear quality or fulfillment issue.
• Gift Cards and Store Credits: Gift card purchases and store credit balances are non-refundable and cannot be exchanged for cash.
• Delivery Fees: Delivery fees are non-refundable unless the refund is due to a complete non-delivery failure or a delivery error caused by our team.
• Late Requests: Refund requests submitted outside the applicable timeframes described in Section 3 will not be honored.
• Force Majeure Events: We are not liable for delays or failures in delivery caused by circumstances beyond our reasonable control, including severe weather, natural disasters, or other force majeure events.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time required to receive the funds depends on your original payment method. Please refer to the table below:

Please note that while we process refunds promptly on our end, your financial institution may require additional time to post the credit to your account. If you have not received your refund after the stated processing period, please contact your bank or payment provider first, and then reach out to us at [email protected].

7. Partial Refunds

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

• Only one or a few items in an order were incorrect or missing, while the remainder of the order was fulfilled correctly.
• The food quality issue affected only a portion of the overall order.
• A promotional discount or coupon was applied to the original order, meaning the refund will reflect the actual amount paid rather than the original price.
• Delivery was delayed but ultimately completed, resulting in compensation for the inconvenience rather than a full refund.
• The customer partially contributed to the issue (for example, by providing an incorrect delivery address).

In cases where a partial refund is issued, we will clearly communicate the refund amount and the reasoning behind our decision. You are welcome to dispute our decision through the process outlined in Section 10 of this policy.

8. Exchange Policy

Due to the perishable nature of our food products, exchanges are generally not available in the traditional sense. However, we understand that mistakes happen, and we will do our best to make things right:

• Re-preparation of Order: If we made an error in your order (wrong items, incorrect toppings, etc.), we may offer to re-prepare and deliver the correct items at no additional charge, depending on availability and your location.
• Store Credit in Lieu of Exchange: Where physical re-preparation is not feasible (for example, for pickup orders already taken home), we may issue store credit equivalent to the value of the incorrect or missing items.
• Replacement for Quality Issues: If a food item was prepared incorrectly or is of unacceptable quality, we may, at our discretion, offer a replacement item as part of your next order.

All exchange requests must be submitted within the same timeframes as refund requests, as outlined in Section 3 above.

9. Cancellation Policy

We begin preparing your order shortly after it is confirmed, which limits our ability to accommodate cancellations. Please review our cancellation policy below:

9.1 Cancellations Before Order Preparation Begins

If you contact us to cancel your order before preparation has started, we will issue a full refund to your original payment method. Due to the speed at which our kitchen processes orders, this window is typically very short — often within 5 minutes of placing your order. Please contact us immediately at [email protected] if you need to cancel.

9.2 Cancellations After Order Preparation Has Begun

Once your order has entered the preparation stage, we are unable to guarantee a full refund. In such cases:

• We may offer a partial refund or store credit at our discretion.
• Delivery fees and preparation costs may be deducted from any refund issued.
• If the order has already been dispatched for delivery, cancellations are generally not accepted.

9.3 Pre-Scheduled and Catering Orders

For large catering orders or pre-scheduled deliveries, the following cancellation terms apply:

• More than 48 hours before the scheduled order time: Full refund issued.
• 24–48 hours before the scheduled order time: 50% refund issued; the remaining 50% will be issued as store credit.
• Less than 24 hours before the scheduled order time: No refund will be issued, as ingredients and preparation resources will have already been allocated.

10. Dispute Resolution Process

If you are dissatisfied with our decision regarding your refund request, you have the right to escalate the matter. We encourage customers to follow the steps below:

1. Step 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 include your original refund request reference number and a clear explanation of why you believe the initial decision was incorrect.
2. Step 2 — Written Complaint: If the escalation does not resolve your concern, you may submit a formal written complaint to our management team via email at [email protected] with the subject line: "Formal Refund Complaint — [Your Order Number]". We will respond to formal complaints within 5 business days.
3. Step 3 — Chargeback (Payment Dispute): If you believe you have been charged incorrectly and we have been unable to resolve the matter, you may contact your bank or credit card provider to initiate a chargeback. We cooperate fully with legitimate chargeback investigations. Please note that initiating a chargeback without first attempting to resolve the matter directly with us may delay resolution.
4. Step 4 — Consumer Protection Agencies: You may file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or with your state's consumer protection office if you believe your consumer rights have been violated.

11. Policy Amendments

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

12. Contact Information

For all refund requests, questions, or concerns related to this policy, please reach out to us using the contact details below. Our customer support team is here to help you:

This Refund Policy was last reviewed and updated on April 3, 2026. Thank you for choosing Mod Spizz. We value your business and are committed to ensuring your complete satisfaction with every order.