Refund Policy

At Mod Pizza, we are committed to delivering exceptional food experiences and outstanding customer satisfaction. We understand that occasionally issues may arise with your order, and we want to make the refund process as straightforward and transparent as possible. Please read this Refund Policy carefully to understand your rights and our obligations.

This Refund Policy applies to all purchases made through our website at modhouse.click, our mobile ordering platform, and in-store transactions. By placing an order with Mod Pizza, you agree to the terms outlined in this policy.

1. Eligibility Conditions for Refunds

We want every customer to have a positive experience with Mod Pizza. Refunds may be issued under the following circumstances:

• Incorrect Order: You received an item or order that does not match what you placed. This includes wrong toppings, incorrect pizza sizes, or missing items from your order.
• Food Quality Issues: The food delivered or prepared does not meet reasonable quality standards, including being undercooked, overcooked, or otherwise unfit for consumption.
• Allergic Reactions Due to Incorrect Preparation: If you specifically requested the exclusion of certain ingredients due to an allergy or dietary restriction and the order was not prepared accordingly, you may be eligible for a refund. Please note that we cannot guarantee allergen-free environments, and customers with severe allergies should exercise caution.
• Missing Items: Items that were paid for but not included in your order.
• Order Not Received: For online or delivery orders, if your order was confirmed and payment processed but the order was never delivered or picked up due to our error.
• Technical Errors: Duplicate charges or technical billing errors that resulted in overcharging.
• Significant Delivery Delays: For delivery orders, delays beyond a reasonable and communicated estimated time that were caused by factors within our control.

2. Timeframes for Refund Requests

To ensure your refund request can be properly investigated and processed, please adhere to the following timeframes:

Requests submitted outside of these timeframes may not be eligible for a refund. We encourage customers to inspect their orders upon receipt and contact us promptly if any issues are identified.

3. Non-Refundable Items and Services

While we strive to accommodate our customers, the following situations are generally not eligible for refunds:

• Change of Mind: Refunds will not be issued simply because you changed your mind after the food was prepared.
• Consumed Orders: Refunds are not available for food that has been substantially consumed unless there is a documented quality concern.
• Customization Choices: If an order was prepared exactly as specified by the customer and the customer is dissatisfied with their own customization choices, a refund will not be provided.
• Promotional or Discounted Items: Items purchased using special promotions, coupons, or discounts may not be refundable unless there is a verified quality or accuracy issue.
• Gift Cards and Credits: Gift card purchases are non-refundable but may be used toward future orders.
• Delivery Fees: Delivery fees are non-refundable unless the order was not delivered due to our error.
• Service Fees and Taxes: Service fees and applicable taxes are non-refundable.
• Third-Party Platform Orders: Orders placed through third-party delivery platforms (such as DoorDash, Uber Eats, or Grubhub) are subject to the refund policies of those respective platforms. Mod Pizza is not responsible for issuing refunds on orders placed through third-party services.

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

We have made the refund request process as simple and efficient as possible. Please follow the steps below:

Step 1: Gather Your Information

Before contacting us, please have the following information ready:

• Your full name
• Order confirmation number or receipt
• Date and time of the order
• Description of the issue (including specific items affected)
• Photographs of the food or order, if applicable
• Payment method used

Step 2: Contact Our Customer Support Team

Reach out to us using one of the following methods:

• Email: [email protected]
• Website: modhouse.click

When contacting us, clearly state that you are requesting a refund and provide all relevant information gathered in Step 1.

Step 3: Review and Investigation

Our customer support team will review your request within 1–3 business days. We may reach out to you for additional information or clarification during this period. Please ensure that your contact information is accurate so we can communicate with you effectively.

Step 4: Refund Decision

After reviewing your request, we will notify you of our decision via email. If your refund is approved, we will proceed with processing it to your original payment method. If your request is denied, we will provide a clear explanation.

Step 5: Refund Processing

Once approved, refunds will be processed according to the payment method timelines outlined in Section 5 below.

5. Refund Processing Times by Payment Method

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

6. Partial Refunds

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

• Partially Incorrect Orders: If only specific items in an order were incorrect or missing, a refund may be issued for those specific items only.
• Partially Consumed Orders: If a quality issue is reported but part of the order has already been consumed, a partial refund proportional to the unconsumed portion may be offered.
• Minor Quality Issues: In cases where the food quality was substandard but the item was still partially acceptable, a partial refund or store credit may be offered as a gesture of goodwill.
• Orders with Discounts Applied: For partially incorrect orders that included promotional discounts, the refund amount will reflect the actual amount paid for the affected items after discount application.

Partial refund amounts are determined by our customer support team after reviewing the specific circumstances of each case. All partial refund decisions are final unless disputed through our formal dispute resolution process.

7. Exchange Policy

Mod Pizza values your satisfaction and understands that sometimes an exchange may be a more appropriate solution than a refund. Our exchange policy is as follows:

• In-Store Exchanges: If you received an incorrect item in-store and report it to our staff immediately, we will gladly prepare and provide the correct item at no additional charge, subject to ingredient availability.
• Delivery Orders: For delivery orders where an incorrect item was delivered, we may offer to resend the correct item depending on your location, the time of the original order, and operational feasibility. Alternatively, we may offer store credit or a refund.
• Quality Replacements: If a food item does not meet quality standards and you prefer a replacement rather than a refund, please notify our team and we will do our best to accommodate your request.
• Timeframe: Exchange requests must be made within the same timeframes as refund requests as outlined in Section 2.

Exchanges are subject to ingredient and menu item availability. Mod Pizza reserves the right to offer a refund or store credit in lieu of an exchange if an exchange cannot be fulfilled.

8. Cancellation Policy

We prepare our food fresh and to order, which means our cancellation window is limited. Please review our cancellation terms carefully:

Online Orders

• You may cancel an online order within 5 minutes of placing it, provided that the order has not yet entered the preparation stage.
• To cancel, log into your account on modhouse.click and navigate to your order history, or contact our support team immediately at [email protected].
• If the cancellation is successful and the order has not been prepared, you will receive a full refund to your original payment method.

In-Store Orders

• In-store orders can only be cancelled before the food preparation process has begun. Once your order is being assembled, it cannot be cancelled.
• Please speak directly with a Mod Pizza team member or manager at your location to request a cancellation.

Scheduled Orders

• Orders scheduled for a future time may be cancelled at least 30 minutes before the scheduled pickup or delivery time.
• Cancellations within 30 minutes of the scheduled time may not be eligible for a full refund, as preparation may have already begun.

9. Dispute Resolution Process

We hope to resolve all refund and order-related concerns amicably through our customer support team. However, if you are not satisfied with our resolution, we encourage the following dispute resolution process:

Step 1: Internal Escalation

If you are unsatisfied with the initial response from our customer support team, request that your case be escalated to a senior manager or supervisor. You can do this by replying to your original support email or contacting us at [email protected] and indicating that you would like to escalate your concern.

Step 2: Written Formal Complaint

If the internal escalation does not resolve your concern, you may submit a formal written complaint to our management team via email at [email protected]. Please include all relevant documentation, order details, and a clear description of your desired resolution.

Step 3: Consumer Protection Resources

As a business operating in the United States, consumers have access to the following resources for unresolved disputes:

• Federal Trade Commission (FTC): The FTC protects consumers against unfair or deceptive business practices. You may file a complaint at reportfraud.ftc.gov.
• Better Business Bureau (BBB): You may file a complaint with the BBB at www.bbb.org.
• State Attorney General: Depending on your state of residence, your State Attorney General's office may be able to assist with consumer complaints. Contact your state's official government website for details.
• Credit Card Chargeback: If you believe you have been charged incorrectly and we have failed to resolve the issue, you may contact your bank or credit card issuer to initiate a chargeback dispute. Please note that initiating a chargeback without first attempting to resolve the matter with us may affect your account with Mod Pizza.

Step 4: Alternative Dispute Resolution

For disputes that cannot be resolved through the above steps, Mod Pizza is open to engaging in good-faith mediation or alternative dispute resolution (ADR) as appropriate under applicable United States law.

10. Governing Law and Consumer Rights

This Refund Policy is governed by the laws of the United States of America. Customers are protected under applicable federal and state consumer protection laws, including but not limited to the Federal Trade Commission Act (FTC Act), which prohibits unfair or deceptive acts or practices in commerce. California residents may also have additional rights under the California Consumer Privacy Act (CCPA/CPRA) and related state consumer protection statutes.

Nothing in this Refund Policy is intended to limit or waive any rights you may have under applicable federal or state law.

11. Changes to This Refund Policy

Mod Pizza reserves the right to update or modify this Refund Policy at any time. Any changes will be effective immediately upon posting on our website at modhouse.click. We encourage customers to review this policy periodically to stay informed of any updates. Your continued use of our services after any changes constitutes your acceptance of the revised policy.

12. Contact Information for Refund Requests

If you have any questions about this Refund Policy, would like to submit a refund request, or need assistance with an order issue, please contact us using the information below:

Our customer support team is available to assist you Monday through Friday, during standard business hours. We aim to respond to all refund-related inquiries within 1–3 business days.

This Refund Policy was last updated on June 24, 2026. For the most current version of this policy, please visit modhouse.click.