Refund Policy
Your satisfaction is our priority. Please review our comprehensive refund policy for Mod Pizza orders.
Effective Date: January 1, 2026 | Last Updated: January 1, 2026
1. Overview
At Mod Pizza, we are committed to providing exceptional food quality and customer service. Our refund policy reflects our dedication to ensuring complete customer satisfaction with every order. We understand that occasionally issues may arise, and we are here to address your concerns promptly and fairly.
Our Customer Satisfaction Commitment:
- 100% satisfaction guarantee on food quality
- Fair and transparent refund procedures
- Prompt resolution of customer concerns
- Professional and courteous customer service
2. Refund Eligibility
To be eligible for a refund, your request must meet the following conditions:
| Criteria | Requirement | Details |
|---|---|---|
| Time Frame | Within 2 hours of order receipt | Refund requests must be initiated within 2 hours of receiving your order |
| Proof of Purchase | Order confirmation required | Original receipt, order number, or confirmation email must be provided |
| Food Condition | Unopened/minimal consumption | Food items must be substantially uneaten (>75% remaining) |
| Valid Reason | Legitimate complaint | Quality issues, wrong order, or preparation errors |
Valid Reasons for Refunds Include:
- Incorrect order received (wrong items, missing items, wrong size)
- Food quality issues (undercooked, overcooked, cold upon delivery)
- Food safety concerns or contamination
- Significant preparation errors or missing special instructions
- Delivery delays exceeding promised time by more than 30 minutes
- Allergic reaction due to incorrect ingredient preparation
3. Non-Refundable Items and Situations
The following items and circumstances are not eligible for refunds:
Non-Refundable Items:
- Customized pizzas that were prepared according to specifications
- Beverages that have been opened or consumed
- Desserts or side items that have been partially consumed
- Gift cards or promotional credits
- Third-party delivery fees
- Items consumed more than 75% of the total portion
Non-Refundable Situations:
- Change of mind or taste preference
- Customer unavailability during scheduled delivery
- Incorrect delivery address provided by customer
- Requests made beyond the 2-hour time limit
- Orders affected by natural disasters or emergencies
- Refund requests without valid proof of purchase
4. Refund Request Process
Follow these steps to request a refund:
- Contact Customer Service: Call +1 480-970-7682 or email [email protected] within 2 hours of order receipt
- Provide Order Information: Have your order number, receipt, or confirmation email ready
- Describe the Issue: Clearly explain the reason for your refund request with specific details
- Photo Documentation: If applicable, provide clear photos of the food quality issue
- Allow Investigation: Our team will review your request within 24 hours
- Receive Decision: You will be notified of the refund decision via email or phone
- Refund Processing: If approved, your refund will be processed according to our refund methods
Required Information for Refund Requests:
- Full name and contact information
- Order number and date of purchase
- Detailed description of the issue
- Photos of the food item (if quality-related)
- Original payment method information
5. Refund Methods and Processing Times
Refunds are processed back to the original payment method used for the purchase:
| Payment Method | Processing Time | Additional Notes |
|---|---|---|
| Credit/Debit Cards | 3-5 business days | Refund appears as credit on your card statement |
| Digital Wallets (PayPal, Apple Pay) | 1-3 business days | Credited directly to your wallet account |
| Cash Orders | Immediate to 24 hours | Cash refund at restaurant location |
| Gift Cards | 24-48 hours | Store credit issued as new gift card |
Important Processing Notes:
- Refund processing begins only after approval of your request
- Bank processing times may vary beyond our control
- Partial refunds may be issued for partially consumed orders
- Refund confirmations will be sent via email
6. Exchanges vs. Refunds
In many cases, we prefer to offer exchanges or store credit as an alternative to monetary refunds:
Exchange Options:
- Replacement Order: New order of equal or lesser value
- Menu Substitution: Different menu items of comparable price
- Size Adjustment: Upgrade or downgrade with price adjustment
- Future Order Credit: Credit for your next visit or order
Exchange Benefits:
- Faster resolution than monetary refunds
- Opportunity to try different menu items
- No processing delays or bank fees
- Maintains customer relationship and satisfaction
Exchange Policy Terms:
- Exchanges must be of equal or lesser value than original order
- Store credit has no expiration date
- Replacement orders prepared with extra care and attention
- Customer may choose monetary refund instead of exchange
7. Damaged or Defective Food Items
Special expedited procedures apply for damaged, defective, or contaminated food items:
Immediate Action Required:
- Stop Consumption: Immediately discontinue eating the affected food item
- Preserve Evidence: Take clear photos and preserve the item for inspection
- Contact Us Immediately: Call our emergency line for food safety issues
- Seek Medical Attention: If experiencing adverse reactions, consult a healthcare provider
Priority Processing for Food Safety Issues:
- Immediate investigation initiated
- Full refund processed within 24 hours
- Complimentary replacement order offered
- Additional compensation may be provided
- Follow-up health and safety protocols implemented
Types of Food Quality Issues:
- Contamination: Foreign objects, mold, or spoilage
- Temperature Issues: Cold food that should be hot, or vice versa
- Preparation Errors: Raw or severely overcooked food
- Allergen Contamination: Presence of undeclared allergens
- Packaging Damage: Torn containers or compromised sealing
Need Help with a Refund Request?
Our customer service team is ready to assist you with any refund inquiries or concerns.
Phone Support
+1 480-970-7682
Available 7 days a week, 10 AM - 10 PM
Visit Our Location
6939 E 1st Ave
Scottsdale, AZ 85251, USA