Refund Policy

Effective Date: March 29, 2026 | Last Updated: March 29, 2026

1. Overview

This Refund Policy applies to all purchases made through our website (imosspizzass.rest), our mobile application, in-store orders, telephone orders, and third-party delivery platforms associated with Imos Pizza. By placing an order with us, you agree to the terms set forth in this policy. We encourage you to read this document carefully before completing any transaction.

Our goal is to resolve any dissatisfaction quickly and fairly. If you are unhappy with your order for any reason, please contact us as soon as possible so we can make it right.

2. Contact Information for Refund Requests

For all refund-related inquiries, please reach out to us using the following contact details:

3. Eligibility Conditions for Refunds

We want every customer to be completely satisfied with their Imos Pizza experience. Refunds may be granted under the following circumstances:

• Incorrect Order: You received items that differ from what you ordered (wrong toppings, wrong size, wrong crust, etc.).
• Missing Items: One or more items included in your order were not delivered or provided.
• Food Quality Issues: The food received was undercooked, spoiled, contaminated, or otherwise unfit for consumption.
• Significant Delivery Delays: Your order arrived more than 45 minutes beyond the quoted estimated delivery time, resulting in food that is no longer acceptable in quality.
• Duplicate Charges: You were charged more than once for the same order due to a system or processing error.
• Unauthorized Transaction: A charge appeared on your account that you did not authorize or initiate.
• Order Not Delivered: Your delivery order was confirmed but never arrived at your stated address.

To be eligible for a refund, you must report the issue within the timeframe specified in Section 4 below and provide sufficient information for us to investigate your claim.

4. Timeframes for Refund Requests

We require that refund requests be submitted within the following timeframes:

Requests submitted outside of these windows may not be eligible for a refund. We reserve the right to make exceptions at our discretion on a case-by-case basis.

5. Non-Refundable Items and Situations

The following are generally not eligible for refunds:

• Change of Mind: Refunds are not issued simply because you changed your mind about your order after it has been prepared or delivered.
• Incorrect Address Provided: If an order was not delivered because you provided an incorrect or incomplete delivery address, we are unable to process a refund.
• Consumed Orders: If a significant portion of the order has been consumed before a complaint is submitted, refunds may not be granted (except in cases of food safety concerns).
• Promotional or Complimentary Items: Items received as part of a promotion, free offer, or complimentary gesture are not eligible for cash refunds.
• Delivery Fees and Service Fees: Delivery fees and platform service fees are generally non-refundable unless the delivery was entirely our fault (e.g., order never delivered).
• Customer-Requested Customizations: If you requested specific customizations that you later find unsatisfactory due to personal preference (and the customization was correctly applied), refunds will not be issued.
• Digital Gift Cards or Credits: Once issued or redeemed, digital gift cards and account credits are non-refundable.

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

Follow these steps to submit a refund request:

1. Step 1 — Gather Your Information: Before contacting us, gather the following details:
   • Your full name and contact information
   • Your order number or confirmation number
   • The date and time of your order
   • A description of the issue you experienced
   • Photographic evidence (if applicable — e.g., wrong item, food quality issue)
2. Step 2 — Contact Us: Reach out to our customer support team via email at [email protected] or visit our website at imosspizzass.rest. You may also visit us in person at our location.
3. Step 3 — Submit Your Claim: Clearly state that you are requesting a refund, and provide all relevant details gathered in Step 1. Attach any supporting photos or documentation.
4. Step 4 — Receive Acknowledgment: Our team will acknowledge your request within 1 business day of receiving it. We will confirm receipt and provide a case or reference number for tracking.
5. Step 5 — Investigation: We will review your claim, which may include verifying your order details, reviewing kitchen records, and coordinating with delivery partners if applicable. This process typically takes 1 to 3 business days.
6. Step 6 — Resolution Notification: Once a decision has been made, we will notify you via the contact information you provided. If approved, we will initiate your refund or offer an appropriate resolution.

7. Refund Processing Times by Payment Method

Once a refund has been approved, processing times vary depending on your original payment method:

8. Partial Refunds

In some situations, a partial refund may be more appropriate than a full refund. Partial refunds may be granted in the following circumstances:

• Only one or a few items in a multi-item order were incorrect or missing.
• The food was partially consumed before a quality issue was identified.
• A delivery delay only partially affected the quality of the overall order.
• A promotional discount was applied to the original order and the refund is calculated on the amount actually paid.
• An item was prepared with minor deviations from the order but was still largely correct.

Partial refund amounts will be calculated based on the original price of the affected items or proportional to the extent of the issue. Our customer service team will explain the calculation clearly when communicating your resolution.

9. Exchange Policy

In many cases, we prefer to resolve order issues through replacement rather than a monetary refund, as this allows us to correct the problem quickly and ensure you receive the food you ordered. Our exchange policy works as follows:

• Incorrect Items: If you received the wrong item, we will prepare and deliver or provide the correct item at no additional charge, subject to operational availability and your location.
• Missing Items: Missing items may be re-sent, credited to your account, or refunded — whichever is most convenient and feasible.
• Quality Issues: In cases of significant food quality problems (e.g., undercooked food), we may offer a replacement order at no cost.

Please note that food exchanges are subject to the same reporting timeframe requirements as refunds (see Section 4). Exchanges are not available if the original order was delivered or picked up more than 2 hours prior to the complaint, or if all items have been consumed.

10. Cancellation Policy

We understand that plans change. Please review our cancellation policy carefully:

10.1 Online and Telephone Orders

• Cancellation Before Preparation Begins: If you cancel your order before our kitchen has begun preparing it, you are entitled to a full refund.
• Cancellation After Preparation Has Begun: Once preparation of your order has started, cancellations may not be honored. In such cases, we may offer a store credit or partial refund at our discretion.
• Cancellation After Dispatch (Delivery Orders): Orders that have already been dispatched for delivery cannot be cancelled. The order will be delivered and any disputes should be handled under the standard refund process.

10.2 Catering and Bulk Orders

For catering orders or large bulk orders, the following cancellation terms apply:

• More than 48 hours before the scheduled order time: Full refund available.
• 24 to 48 hours before the scheduled order time: 50% refund of the total order value.
• Less than 24 hours before the scheduled order time: No refund available, as ingredients and staff will have been committed to your order.

To cancel an order, please contact us immediately at [email protected] and reference your order number.

11. Orders Placed Through Third-Party Platforms

If your order was placed through a third-party delivery service (such as DoorDash, Uber Eats, Grubhub, or similar platforms), the refund and cancellation process may be governed by that platform's own policies. We recommend:

• First, contacting the third-party platform's customer support to report your issue.
• If the issue is directly related to the food quality or preparation (not the delivery), contacting us directly at [email protected].

Imos Pizza will cooperate with third-party platforms to resolve issues but cannot guarantee or control the outcome of refunds processed by those platforms.

12. Dispute Resolution Process

If you are unsatisfied with the resolution provided by our customer service team, the following dispute resolution process applies:

12.1 Internal Escalation

You may request that your case be escalated to a senior manager or supervisor. To do so, clearly state in your email or correspondence that you wish to escalate your complaint. An escalated review will be completed within 3 to 5 business days.

12.2 Good Faith Negotiation

We encourage all parties to resolve disputes through good faith communication. Please contact us at [email protected] to discuss any unresolved concerns. The majority of issues can be resolved quickly and amicably through direct communication.

12.3 Consumer Protection Rights

As a business operating in the United States, Imos Pizza complies with applicable federal and state consumer protection laws, including the Federal Trade Commission (FTC) Act, which prohibits unfair or deceptive business practices. Customers in California have additional rights under the California Consumer Privacy Act (CCPA/CPRA). You are entitled to pursue complaints with your state's Attorney General office or the Federal Trade Commission (FTC) if you believe your consumer rights have been violated.

12.4 Chargebacks

We ask that you contact us before initiating a chargeback with your bank or credit card provider. In many cases, we can resolve the issue faster than the chargeback process allows. However, if you choose to initiate a chargeback, we reserve the right to contest it with documentation of your order, delivery, and communications.

12.5 Formal Dispute Resolution

Any disputes that cannot be resolved through the above steps may be subject to binding arbitration or mediation in accordance with the laws of the applicable state, as referenced in our Terms of Service. Please refer to our full Terms of Service available at imosspizzass.rest for details.

13. Policy Updates

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

14. Contact Us

For all refund requests, complaints, or questions about this Refund Policy, please contact our customer support team:

We value your business and appreciate your trust in Imos Pizza. Our team is committed to making every customer experience a positive one, and we will do our best to resolve any concerns as quickly and fairly as possible.