Refund Policy

At Jet's Pizza Grill, customer satisfaction is at the heart of everything we do. We understand that sometimes an order may not meet your expectations, and we are committed to making things right. Please read this Refund Policy carefully to understand your rights and our obligations when it comes to refunds, cancellations, and exchanges for food orders placed through our website at jetspizzagrill.click.

This policy applies to all orders placed directly through our website or by phone. By placing an order with Jet's Pizza Grill, you agree to the terms outlined in this Refund Policy.

1. Eligibility for Refunds

We want every customer to enjoy their meal. Refunds may be granted under the following circumstances:

• Incorrect Order: You received an item that is different from what you ordered (e.g., wrong toppings, wrong size, wrong item entirely).
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food was undercooked, overcooked, spoiled, or otherwise unfit for consumption at the time of delivery or pickup.
• Significant Delivery Delay: Your delivery was significantly delayed beyond the estimated time quoted at the time of order, 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 processing error.
• Order Not Received: Your delivery order never arrived and there is no confirmation of successful delivery.

Refund eligibility is determined on a case-by-case basis. Jet's Pizza Grill reserves the right to request photographic evidence or other documentation to support your claim before processing a refund.

2. Timeframes for Refund Requests

To be eligible for a refund, you must contact us within the following timeframes:

Requests submitted after these timeframes may not be eligible for a refund. We strongly encourage customers to inspect their orders promptly upon receipt.

3. Non-Refundable Items and Situations

Certain situations and items are not eligible for refunds, including but not limited to:

• Change of Mind: Refunds will not be issued simply because you changed your mind after the order has been prepared or is in transit.
• Customization Errors by Customer: If an order was customized incorrectly due to an error made by the customer during the ordering process, we may not be able to issue a full refund.
• Consumed or Largely Consumed Food: Refunds will generally not be granted for food that has been mostly or fully consumed before a complaint is raised.
• Promotional or Free Items: Items provided as part of a promotion, discount, or complimentary offer are not eligible for refunds.
• Delivery Fees: Delivery fees are generally non-refundable unless the order was never delivered due to our error.
• Tips and Gratuities: Any tips added to your order at checkout are non-refundable.
• Orders Placed Through Third-Party Platforms: If your order was placed through a third-party delivery app or platform (such as DoorDash, Uber Eats, or Grubhub), the refund must be handled through that platform directly, as Jet's Pizza Grill does not control transactions made on those services.

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

Requesting a refund is simple. Please follow the steps below:

1. Gather Your Information: Before contacting us, have the following ready: your order confirmation number, the date and time of your order, your name, your email address or phone number used for the order, and a description of the issue.
2. Take Photos (if applicable): If your complaint relates to food quality, incorrect items, or missing items, please take clear photographs of the food or the items you received. This will help us process your request faster.
3. Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: jetspizzagrill.click
4. Submit Your Request: In your message, clearly describe the issue, include your order number, attach any relevant photos, and specify whether you are requesting a full refund, partial refund, or a replacement order.
5. Await Confirmation: Our team will review your request and respond within 1–2 business days. We may reach out to ask for additional information if needed.
6. Refund Processed: Once your refund request is approved, we will initiate the refund using your original payment method (or an alternative method if agreed upon).

5. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to appear in your account will depend on your payment method:

Please note that these timeframes reflect the time required by your bank or payment provider to process the refund after it has been initiated by Jet's Pizza Grill. We have no control over bank processing times. If you have not received your refund within the stated timeframe, please first check your bank or payment account, then contact us if the issue persists.

6. Partial Refunds

In some cases, a partial refund may be more appropriate than a full refund. Partial refunds may be issued when:

• Only certain items in your order were incorrect or missing.
• The food quality issue affected only part of your order (e.g., one pizza was correct but another had the wrong toppings).
• The customer consumed a portion of the food before identifying the issue.
• A discount or coupon was applied to the order and the refund amount is adjusted accordingly.
• A portion of the order was delivered correctly and the customer chooses to retain those items.

The amount of a partial refund will be calculated based on the value of the affected item(s), minus any applicable discounts or fees. We will always communicate the proposed refund amount clearly before processing.

7. Exchange and Replacement Policy

In lieu of a monetary refund, we may offer to replace your order or the affected item(s) in certain situations. An exchange or replacement may be offered when:

• The original order was incorrect and we can prepare a correct replacement promptly.
• An item was missing from your order and can be quickly dispatched to you.
• The food quality issue was isolated and a replacement can be made available within a reasonable timeframe.

Replacement orders are subject to availability and operating hours. If a replacement is not feasible due to time, location, or other constraints, a monetary refund will be offered instead. Customers are not required to accept a replacement in place of a refund if they prefer the monetary option.

8. Cancellation Policy

We begin preparing your food shortly after your order is received. Please review our cancellation policy carefully:

8.1 Online and Phone Orders

• Within 5 Minutes of Ordering: If you contact us within 5 minutes of placing your order and the food preparation has not yet begun, we will cancel your order and issue a full refund.
• After 5 Minutes or Once Preparation Has Begun: Once our kitchen team has started preparing your order, we are generally unable to cancel it. In exceptional circumstances, we may issue a partial or full store credit at our discretion.
• After Dispatch for Delivery: Orders that have already been dispatched to a delivery driver cannot be cancelled.

8.2 In-Store Pickup Orders

• Cancellations for pickup orders must be made before food preparation begins.
• If you fail to pick up a pre-paid order without prior notice, the order is considered fulfilled and no refund will be issued.

8.3 Catering and Large Group Orders

• Cancellations for catering or large orders must be submitted at least 48 hours before the scheduled pickup or delivery time.
• Cancellations made less than 48 hours in advance may be subject to a cancellation fee of up to 50% of the total order value to cover preparation costs.
• No refund will be issued for same-day cancellations of catering orders.

9. Dispute Resolution

If you are not satisfied with our response to your refund request, or if a dispute arises regarding a charge, please follow the steps below:

9.1 Internal Escalation

If your initial refund request was denied or partially fulfilled and you believe this decision was incorrect, you may escalate your complaint by emailing us at [email protected] with the subject line "Refund Dispute – [Your Order Number]". Please include a full description of your complaint and any supporting documentation. A senior team member will review your case within 3–5 business days.

9.2 Chargeback and Credit Card Disputes

Customers have the right to dispute a charge with their bank or credit card issuer. However, we ask that you contact us first to attempt to resolve the issue, as chargebacks can take significantly longer to resolve and may result in additional complications. If you initiate a chargeback without first contacting us, we reserve the right to contest the chargeback and provide the issuing bank with all relevant order documentation.

9.3 Consumer Protection Rights

As a business operating in the United States, Jet's Pizza Grill complies with applicable federal and state consumer protection laws, including:

• The Federal Trade Commission (FTC) Act, which prohibits unfair or deceptive acts or practices in commerce.
• Applicable state consumer protection statutes in the jurisdiction where the customer resides.

If you believe your consumer rights have been violated, you may also file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or with your state's Attorney General's office.

10. Special Circumstances

10.1 Allergies and Dietary Requirements

While we take all reasonable steps to accommodate dietary restrictions and allergies, it is the customer's responsibility to clearly communicate any dietary needs when placing an order. If an allergen warning is provided on our menu and you choose to order that item, Jet's Pizza Grill cannot be held responsible for any adverse reaction. However, if we fail to honor a clearly stated allergy request, we will review your case and may offer a refund or replacement at our discretion.

10.2 Third-Party Delivery Issues

When delivery is handled by a third-party driver or service, certain issues (such as delays or damage during transport) may fall outside our direct control. We will still do our best to assist you and may coordinate with the delivery service to resolve your complaint.

10.3 Acts of God and Unforeseen Events

In the event of extreme weather, natural disasters, power outages, or other unforeseen circumstances that prevent us from fulfilling your order, we will issue a full refund for any prepaid orders that we were unable to complete.

11. Policy Updates

Jet's Pizza Grill reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on this page with a revised effective date. We encourage customers to review this policy periodically. Your continued use of our website or services after any changes constitutes your acceptance of the updated policy.

12. Contact Us

If you have questions about this Refund Policy or wish to submit a refund request, please contact us using any of the following methods. We are committed to responding to all inquiries promptly and professionally.

Our customer support team is available during regular business hours. We strive to respond to all refund inquiries within 1–2 business days. Thank you for choosing Jet's Pizza Grill — we value your trust and are committed to ensuring every experience with us is a great one.