Refund Policy

At Imos Pizza, we are committed to delivering a high-quality dining experience with every order. We understand that situations may arise where a refund or exchange is necessary. This Refund Policy outlines the terms and conditions under which refunds, partial refunds, exchanges, and cancellations are handled. Please read this policy carefully before placing your order.

By placing an order through our website at imosxpizza.rest or any other channel, you agree to the terms set forth in this Refund Policy. If you have questions or concerns, please contact us at [email protected].

1. General Refund Philosophy

Imos Pizza takes great pride in the quality and accuracy of every order we prepare. Our goal is your complete satisfaction. If something goes wrong — whether your order is incorrect, items are missing, or the food quality does not meet our standards — we want to make it right. We evaluate each refund request on a case-by-case basis, applying the guidelines described below in a fair and transparent manner.

All refund requests are subject to review and verification. We reserve the right to decline refund requests that do not meet the eligibility criteria outlined in this policy or that appear fraudulent.

2. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund if any of the following conditions apply to your order:

• Wrong Order Delivered: You received items that are different from what you ordered.
• Missing Items: One or more items included in your order confirmation were not included in your delivery or pickup.
• Poor Food Quality: The food was undercooked, overcooked, spoiled, or otherwise unfit for consumption upon delivery or pickup.
• Significant Delay: Your order was delayed by more than 45 minutes beyond the estimated delivery or pickup time, and you no longer wish to receive the order.
• Duplicate Charge: You were charged more than once for the same order due to a technical or processing error.
• Order Never Received: Your delivery order was confirmed but never arrived, and tracking or confirmation cannot verify delivery.

3. Timeframes for Refund Requests

To be considered for a refund, you must submit your request within the following timeframes:

Requests submitted outside of these timeframes may be denied. We strongly recommend that you inspect your order upon receipt and contact us immediately if there is a problem.

4. Non-Refundable Items and Situations

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

• Orders that have already been consumed, partially consumed, or substantially used before a complaint is filed.
• Customization requests that were honored exactly as submitted (e.g., extra toppings, special sauces).
• Delivery fees, service fees, or tip amounts paid through third-party platforms.
• Orders where the issue was caused by incorrect delivery address information provided by the customer.
• Dissatisfaction with taste or flavor preference when the order was prepared correctly as ordered.
• Promotional or discounted items that were clearly marked as non-refundable at the time of purchase.
• Gift cards, loyalty credits, or promotional vouchers once redeemed.
• Orders canceled after preparation has begun.

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

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

1. Gather Your Order Information: Locate your order confirmation number, the date and time of your order, and the name used to place the order. This information is included in your confirmation email.
2. Document the Issue: If applicable, take clear photographs of the incorrect, missing, or damaged food items. Photos are strongly recommended for quality-related complaints and will help expedite your request.
3. Contact Us: Reach out to our customer support team using one of the methods below:
   • Email: [email protected]
   • Website: imosxpizza.rest
4. Provide Required Details: In your message, include the following:
   • Full name and contact information
   • Order confirmation number
   • Date and time of the order
   • Description of the issue
   • Attachments (photos if applicable)
   • Preferred resolution (refund, replacement, or store credit)
5. Await Confirmation: Our team will acknowledge receipt of your request within 1–2 business days and may follow up with additional questions.
6. Resolution: Once your request has been reviewed and approved, we will process your refund or arrange a replacement according to the timelines described in Section 7 of this policy.

6. Partial Refunds

In certain situations, a partial refund may be issued rather than a full refund. Partial refunds apply when:

• Only specific items in a multi-item order were incorrect, missing, or unsatisfactory.
• The food quality issue affected a portion of your order but not the entire order.
• A discount, coupon, or promotional credit was applied to the original order, and only the net amount paid is eligible for refund.
• The customer contributed to the issue (e.g., incorrect delivery instructions) but a goodwill partial refund is warranted.

The amount of a partial refund will be calculated based on the pro-rated value of the affected items. We will clearly communicate the refund amount to you before processing.

7. Refund Processing Times by Payment Method

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

Please note that processing times may vary depending on your bank or financial institution. Imos Pizza is not responsible for delays caused by third-party payment processors or banking institutions once the refund has been initiated on our end.

8. Exchange Policy

In many cases, rather than a monetary refund, we may offer to replace your order or specific items at no additional charge. Exchanges are subject to the following conditions:

• The replacement request must be made within 2 hours of receiving the original order.
• The issue must be verified by our team (e.g., wrong item, missing topping, quality issue).
• Replacement items will be prepared fresh and delivered or made available for pickup based on your original order method.
• Exchanges are offered as an alternative to refunds and are not guaranteed in all situations.
• If the replacement option is not feasible (e.g., due to business hours, location, or availability), a refund will be processed instead.

We encourage customers to accept a replacement as a first step when possible, as it allows us to correct the situation quickly and ensures you receive the meal you ordered.

9. Cancellation Policy

Order cancellations are subject to the stage at which the order is in our preparation process:

To cancel an order, you must contact us immediately at [email protected] or by calling the number listed on our website. Cancellations requested through email alone may not be processed in time if preparation has already commenced.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, you have the right to escalate the matter through the following dispute resolution process:

Step 1: Internal Escalation

Contact our management team directly by emailing [email protected] with the subject line "Refund Dispute – [Your Order Number]". Our management team will review your case within 3–5 business days and provide a final determination.

Step 2: Chargeback with Your Bank

If internal resolution does not result in a satisfactory outcome, you have the right to file a dispute or chargeback with your credit card issuer or bank. Under the Fair Credit Billing Act (FCBA), consumers in the United States have the right to dispute unauthorized or erroneous charges on credit card statements. We encourage you to attempt resolution directly with us before initiating a chargeback, as chargebacks may result in the suspension of your account.

Step 3: Consumer Protection Resources

Consumers in the United States may also file complaints with the following agencies if they believe their rights have been violated:

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

We are committed to resolving all disputes in good faith and in a timely manner. Our goal is always your satisfaction as a customer.

11. Fraudulent Claims

Imos Pizza takes fraudulent refund claims seriously. We monitor refund requests for patterns of abuse, including but not limited to repeated claims of missing items, false quality complaints, or use of multiple accounts to circumvent policy limits. If fraudulent activity is detected, we reserve the right to:

• Deny the refund request without further explanation.
• Suspend or permanently ban the associated account.
• Report the activity to relevant authorities where applicable.

12. Changes to This Refund Policy

Imos Pizza reserves the right to modify this Refund Policy at any time. Any changes will be posted on our website at imosxpizza.rest with an updated effective date. Continued use of our services following a policy update constitutes your acceptance of the revised terms. We encourage you to review this policy periodically.

13. Contact Information

For all refund requests, questions, or concerns related to this policy, please reach out to us using the contact information below. Our customer support team is available to assist you during regular business hours.