Refund Policy

Effective Date: April 7, 2026  |  Last Updated: April 7, 2026

1. Introduction

This Refund Policy applies to all orders placed through our website imospizzs.rest, by phone, or in person at our location. By placing an order with Imos Pizza, you agree to the terms outlined in this policy. We reserve the right to update or modify this policy at any time, and changes will be reflected with a new effective date at the top of this page.

Our policy is designed to be fair, transparent, and consistent with applicable consumer protection laws in the United States, including guidelines established by the Federal Trade Commission (FTC) under the FTC Act.

2. Eligibility Conditions for Refunds

To qualify for a refund, your request must meet one or more of the following conditions:

• Your order was incorrect (wrong items delivered or prepared).
• Your food arrived in an unsatisfactory condition (e.g., cold, damaged, or spoiled due to our error).
• You were charged an incorrect amount for your order.
• Your order was not delivered within the estimated delivery window and you did not receive it.
• You experienced an allergic reaction due to an ingredient that was not disclosed or was incorrectly listed on our menu.
• A technical error on our website or system caused a duplicate charge or unauthorized transaction.
• The order was cancelled by Imos Pizza due to unavailability of items or operational issues.

Refund requests that do not meet the above conditions may be reviewed on a case-by-case basis at the sole discretion of Imos Pizza management.

3. Timeframes for Refund Requests

To ensure timely resolution, all refund requests must be submitted within the timeframes outlined below:

Requests submitted outside these timeframes may not be honored. We encourage all customers to inspect their orders upon receipt and contact us promptly if there is an issue.

4. Non-Refundable Items and Situations

The following circumstances are generally not eligible for a refund:

• Orders that have been partially or fully consumed, except in cases of food quality or safety concerns.
• Change of mind after the order has been prepared or dispatched.
• Incorrect delivery address provided by the customer at the time of ordering.
• Delivery delays caused by circumstances beyond our control, such as severe weather, traffic, or third-party delivery service issues.
• Promotions, discounts, or coupon codes that were applied and the food was received as ordered.
• Orders customized at the customer's specific request that were prepared as instructed.
• Gift cards and store credit once issued and activated.

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

Follow these steps to submit a refund request with Imos Pizza:

1. Gather your order information: Before contacting us, have your order number, the date and time of your order, the items you ordered, and the payment method you used readily available.
2. Document the issue: If applicable, take clear photos of the incorrect, damaged, or unsatisfactory food item(s). This documentation will support your claim and help us resolve it faster.
3. Contact us through one of the following channels:
   • Email: [email protected]
   • Website: imospizzs.rest
4. Provide all relevant details: In your message, include your full name, contact information, order number, a clear description of the problem, and any supporting photos or documentation.
5. Wait for a response: Our customer service team will review your request and respond within 1–2 business days. We may reach out for additional information if necessary.
6. Refund approval and processing: Once your refund is approved, we will initiate the refund to your original payment method or offer an alternative resolution such as store credit or a replacement order.

6. Refund Processing Times by Payment Method

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

Please note that while we process refunds promptly on our end, the actual time for funds to appear in your account 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.

7. Partial Refunds

In some cases, a partial refund may be issued rather than a full refund. Partial refunds may apply in the following situations:

• Only a portion of your order was incorrect or unsatisfactory.
• Some items were missing from your order, but the rest was delivered correctly.
• The food quality was partially compromised but the order was mostly acceptable.
• A discount or promotional credit was already applied to the order, and the refund will be adjusted accordingly.
• The customer has already consumed a portion of the order before reporting the issue.

The amount of a partial refund will be determined by our team based on the specific circumstances of your complaint and the value of the affected items in your order.

8. Exchange Policy

We understand that mistakes happen, and we want to make your experience right. In lieu of a monetary refund, or in addition to one, we may offer the following exchange options:

• Replacement Order: If your food was incorrect or unsatisfactory, we may offer to remake and redeliver your order at no additional cost.
• Store Credit: We may issue store credit equal to the value of the affected item(s), which can be applied to a future purchase.
• Complementary Item: For minor issues, we may offer a complimentary item on your next order as a goodwill gesture.

Exchange or replacement options are subject to availability and the nature of the complaint. We will work with you to find the most satisfactory resolution. You are not required to accept an exchange in place of a refund if you are eligible for one.

9. Cancellation Policy

We understand that plans change. Here is how our cancellation policy works:

9.1 Online and Phone Orders

• Before preparation begins: If you contact us to cancel your order before our kitchen has begun preparing it, you are entitled to a full refund.
• After preparation has begun: Once your order has entered the preparation stage, cancellations may not be accepted. We may offer store credit at our discretion.
• After dispatch for delivery: Orders that have already been dispatched for delivery cannot be cancelled. You may still be eligible for a refund if the order arrives incorrectly or in an unsatisfactory condition.

9.2 In-Store Orders

In-store orders may be cancelled before the food is prepared. Once preparation has begun, cancellations will not be accepted and no refund will be issued unless the order is incorrect or unsatisfactory upon receipt.

9.3 Catering and Large Orders

For catering orders or large group orders placed in advance, the following cancellation terms apply:

• Cancellations made more than 48 hours before the scheduled pickup or delivery time: Full refund.
• Cancellations made between 24–48 hours before the scheduled time: 50% refund or full store credit.
• Cancellations made less than 24 hours before the scheduled time: No refund may be issued as ingredients and preparation may have already begun.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we encourage you to follow our dispute resolution process:

1. Step 1 – Internal Review: Contact our customer service team at [email protected] and request a formal review of your case. Provide all documentation and explain why you believe the initial decision was incorrect.
2. Step 2 – Management Escalation: If your concern is not resolved at the customer service level, you may request that your case be escalated to a manager. We will endeavor to respond to escalated cases within 3–5 business days.
3. Step 3 – Chargeback through Financial Institution: If you paid by credit or debit card and believe you have been unfairly charged, you have the right to contact your card issuer and initiate a chargeback. We respect your rights under applicable card network rules and U.S. consumer protection laws.
4. Step 4 – Consumer Protection Agencies: You may also file a complaint with the Federal Trade Commission (FTC) at ftc.gov or your state's consumer protection office if you believe your consumer rights have been violated.

11. Applicable Law

This Refund Policy is governed by the laws of the United States of America. Consumer rights and protections referenced herein are consistent with the Federal Trade Commission Act (FTC Act), which prohibits unfair or deceptive acts or practices in or affecting commerce. We comply with all applicable federal and state consumer protection laws. If your state has specific consumer protection statutes that provide additional rights, those rights are not waived by this policy.

12. Policy Amendments

Imos Pizza reserves the right to modify, update, or amend this Refund Policy at any time. Changes will take effect immediately upon posting to our website at imospizzs.rest. We encourage customers to review this policy periodically to stay informed of any updates. Continued use of our services after changes have been posted constitutes your acceptance of the revised policy.

13. Contact Information for Refund Requests

If you have any questions, concerns, or wish to initiate a refund request, please do not hesitate to reach out to us through any of the following channels: