Refund Policy

At Imos Pizza, we are committed to delivering high-quality food and a satisfying customer experience with every order. We understand that issues can occasionally arise, and this Refund Policy outlines your rights and our obligations when it comes to refunds, cancellations, and order disputes. Please read this policy carefully before placing an order through our website at pizzs-imos.click.

This policy is governed by applicable United States federal and state consumer protection laws, including the Federal Trade Commission (FTC) Act, and any applicable state-level consumer protection statutes. By placing an order with us, you agree to the terms outlined in this Refund Policy.

1. Our Commitment to Customer Satisfaction

Imos Pizza takes great pride in the quality of our food and service. We prepare each order fresh and with care. However, we recognize that errors can occur — whether related to incorrect items, food quality concerns, or delivery issues. Our goal is to resolve any such issues fairly and promptly.

This policy applies to all orders placed through our website (pizzs-imos.click), phone orders, and any other official ordering channels associated with Imos Pizza.

2. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund under the following circumstances:

• Incorrect Order: You received items that were different from what you ordered (e.g., wrong toppings, wrong size, wrong items entirely).
• Missing Items: One or more items from your order were not included in your delivery or pickup order.
• Food Quality Issues: The food you received was undercooked, overcooked, spoiled, or otherwise not meeting reasonable quality standards.
• Allergic Reactions Due to Incorrect Preparation: If you provided specific allergy information and your order was not prepared accordingly, resulting in harm, you may be eligible for a refund and we will escalate the matter to management immediately.
• Order Never Received: Your delivery order was confirmed but never arrived, and a reasonable amount of time has passed.
• Duplicate Charges: You were charged more than once for a single order due to a technical or payment processing error.
• Significant Delivery Delay: Your order arrived substantially later than the estimated delivery window, rendering the food unsatisfactory.

3. Timeframes for Refund Requests

To ensure your refund request can be properly reviewed and processed, you must contact us within the following timeframes:

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

4. Non-Refundable Items and Situations

The following situations are generally not eligible for refunds:

• Orders where the customer simply changed their mind after the food was prepared or delivered.
• Customization requests that were correctly fulfilled as ordered, even if the customer is dissatisfied with the result of their own customization choices.
• Delays caused by factors outside our control, including severe weather, traffic conditions, or third-party delivery partner issues, where reasonable efforts were made to complete the delivery.
• Orders where the customer provided an incorrect delivery address.
• Partially consumed food items, unless a quality issue can be reasonably established from the remaining portion.
• Promotional, discounted, or free items provided as part of a special offer.
• Delivery fees, in cases where the food itself was delivered correctly and on time.
• Tips or gratuities paid at the time of ordering.

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

To request a refund, please follow these steps:

1. Step 1 — Contact Us Promptly: Reach out to our customer support team as soon as you notice an issue. Do not wait, as time-sensitive refund windows apply. You can contact us by:
   • Email: [email protected]
   • Website: pizzs-imos.click
2. Step 2 — Provide Your Order Information: When contacting us, please include the following details to help us locate your order quickly:
   • Your full name
   • Order number or confirmation number
   • Date and time of the order
   • Delivery address or pickup location
   • Payment method used
3. Step 3 — Describe the Issue: Provide a clear and detailed description of the problem. If applicable, attach photographs of the incorrect, damaged, or quality-deficient items. This helps our team assess your claim more accurately and efficiently.
4. Step 4 — Review and Response: Our customer service team will review your claim and respond within 1–2 business days. We may follow up with additional questions if needed.
5. Step 5 — Resolution: Once your claim is reviewed and approved, we will notify you of the approved refund amount (full or partial) or alternative resolution (such as store credit or a replacement order). Refunds will be processed to your original payment method.

6. Refund Processing Times by Payment Method

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

Please note that while we process refunds promptly on our end, your financial institution or payment provider controls when the funds actually appear in your account. We have no control over delays caused by third-party banks or payment processors.

7. Partial Refunds

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

• Only certain items in a multi-item order were incorrect or missing.
• The food quality issue affected only part of your order (e.g., one pizza was fine but another was unsatisfactory).
• A significant portion of the food was consumed before the complaint was made, but a genuine quality issue is acknowledged.
• The delivery was delayed but the food was ultimately delivered and in acceptable condition.
• Partial use of a promotional code or discount that affects the refundable amount.

The specific amount of a partial refund will be determined by our customer service team after reviewing the details of your claim. We will always communicate clearly about the approved refund amount before processing.

8. Exchange Policy

In lieu of a monetary refund, Imos Pizza may offer to replace an incorrect or unsatisfactory order with the correct or a comparable item. Exchanges are subject to the following conditions:

• The replacement order request must be made within 1 hour of receiving the original order.
• Replacement orders are subject to availability and kitchen capacity at the time of the request.
• We may ask that incorrect or unsatisfactory items be returned to the delivery driver or set aside for pickup, where feasible, before issuing a replacement.
• Replacement orders will be prepared and delivered (or made available for pickup) within standard preparation and delivery timeframes.
• If a replacement is not possible due to operational constraints, a full monetary refund or store credit will be offered instead.

9. Cancellation Policy

Because our food is prepared fresh and promptly upon order receipt, our ability to accommodate cancellations is limited. Please review the following cancellation guidelines:

• Cancellations Before Preparation: If you contact us immediately (within 5 minutes) and the kitchen has not yet started your order, we will cancel your order and issue a full refund.
• Cancellations During Preparation: Once food preparation has begun, we are unable to cancel the order. However, we will evaluate your situation on a case-by-case basis and may offer store credit at our discretion.
• Cancellations After Dispatch (Delivery Orders): Once your order has been dispatched for delivery, cancellations are not accepted and no refund will be issued for the food itself. If there is an issue with your delivered order, please refer to the refund eligibility section above.
• Cancellations for Pickup Orders: If you cannot pick up your order after it has been prepared, please contact us as soon as possible. Refunds for uncollected pickup orders are issued at our discretion.

To request a cancellation, please contact us immediately via email at [email protected] or through our website at pizzs-imos.click.

10. Dispute Resolution Process

If you are not satisfied with the resolution provided by our customer service team, you have several options to escalate your concern:

10.1 Internal Escalation

You may request that your refund request be escalated to a senior customer service manager or store manager. Please clearly state in your communication that you wish to escalate the matter. We are committed to reviewing escalated claims within 3 business days.

10.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute a charge with your bank or credit card issuer if you believe you were charged incorrectly or did not receive the goods or services as described. This is commonly known as a "chargeback." We encourage you to contact us first to resolve the matter directly, as chargebacks can take significantly longer to resolve than direct refund requests.

10.3 Consumer Protection Resources

You may also contact the following consumer protection bodies if you believe your consumer rights have been violated:

• Federal Trade Commission (FTC): www.ftc.gov or 1-877-FTC-HELP (1-877-382-4357)
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your state's Attorney General Office for local consumer protection complaints

10.4 Governing Law

This Refund Policy is governed by the laws of the United States and applicable state laws. Any disputes that cannot be resolved informally shall be subject to binding arbitration or the jurisdiction of courts located in the state where the business operates, as applicable.

11. Fraud Prevention

Imos Pizza takes fraudulent refund claims seriously. We reserve the right to deny refund requests that we reasonably believe are made in bad faith or are part of a pattern of abuse. Customers found to be submitting false or fraudulent claims may have their accounts suspended and may be subject to legal action in accordance with applicable United States law.

12. Changes to This Policy

We reserve the right to update or modify this Refund Policy at any time. Any changes will be posted on our website at pizzs-imos.click with the updated effective date. Your continued use of our services after any changes constitutes your acceptance of the updated policy. We encourage you to review this policy periodically.

13. Contact Information for Refund Requests

If you have any questions about this Refund Policy, wish to submit a refund request, or need assistance with your order, please contact us using the details below. Our customer support team is ready to assist you and will do their best to resolve your concern as quickly as possible.

This Refund Policy was last updated on April 20, 2026. All rights reserved. Imos Pizza — pizzs-imos.click