Refund Policy

Effective Date: March 20, 2026 | Last Updated: March 20, 2026

1. Overview

This Refund Policy applies to all orders placed through our website at imosspizz.rest, by phone, or in person at our establishment. By placing an order with Imos Pizza, you agree to the terms outlined in this policy. We strive to resolve all refund and complaint matters fairly, promptly, and in accordance with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act.

We understand that issues can arise with food orders — from incorrect items to quality concerns — and we take every complaint seriously. Our goal is to ensure every customer has a satisfying experience with Imos Pizza.

2. Eligibility Conditions for Refunds

A refund request may be eligible under the following circumstances:

• Wrong Order Delivered: You received items that are different from what you ordered (e.g., wrong toppings, wrong size, wrong menu item).
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food received was undercooked, overcooked, spoiled, or otherwise not prepared to an acceptable standard.
• Allergic Reaction or Safety Concern: You received food containing an ingredient that you specifically requested to be omitted due to an allergy or dietary restriction, and this was clearly communicated at the time of ordering.
• Order Not Delivered: Your delivery order was never received, and confirmation from our delivery records supports this claim.
• Duplicate Charges: You were charged more than once for the same order due to a technical or billing error.
• Significant Delay: Your order was delivered significantly later than the estimated delivery time and the food was no longer suitable for consumption.

All refund requests are subject to review and verification by our team. We reserve the right to request photographic evidence or other documentation to support your claim.

3. Timeframes for Refund Requests

To be eligible for a refund, you must notify 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 upon receipt and contact us as soon as a problem is identified.

4. Non-Refundable Items and Situations

The following items and circumstances are generally not eligible for refunds:

• Orders that have been fully consumed or substantially eaten before a complaint is made.
• Changes of mind after the order has been prepared and dispatched for delivery or made available for pickup.
• Customization errors that are the result of incorrect information provided by the customer at the time of ordering.
• Delivery delays caused by circumstances beyond our control, including severe weather, traffic incidents, or third-party delivery platform outages.
• Promotional or complimentary items provided at no charge.
• Gift cards or store credit once issued.
• Orders placed through third-party delivery applications (such as DoorDash, Uber Eats, Grubhub, etc.) — these are subject to the respective platform's refund policy.
• Dissatisfaction based purely on personal taste preferences, where the order was prepared correctly as specified.

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

If you believe you are entitled to a refund, please follow these steps:

1. Step 1 — Contact Us Promptly: Reach out to our customer service team as soon as possible within the applicable timeframe. You can contact us via:
   • Email: [email protected]
   • Website: imosspizz.rest
2. Step 2 — Provide Order Details: When contacting us, please have the following information ready:
   • Your full name
   • Order number or confirmation number
   • Date and time of the order
   • Delivery address or pickup details
   • A clear description of the issue
   • Photographic evidence (where applicable)
3. Step 3 — Review by Our Team: Our customer service team will review your request and may contact you for additional information. We aim to acknowledge all refund requests within 1–2 business days.
4. Step 4 — Resolution Decision: Once we have reviewed all relevant information, we will notify you of our decision via email. If approved, we will specify the refund amount and the method of reimbursement.
5. Step 5 — Refund Issued: If your refund is approved, it will be processed in accordance with the processing times described in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your refund depends on your original payment method:

Please note that while we process refunds promptly on our end, your bank or financial institution may take additional time to post the credit to your account. Imos Pizza is not responsible for delays caused by third-party financial institutions.

7. Partial Refunds

In some circumstances, 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, missing, or unsatisfactory.
• The issue affected only one or a few items within a larger order.
• The customer consumed a portion of the food before identifying the issue.
• The order was delivered late but the food was still partially acceptable.
• A discount or promotional offer was already applied to the order at the time of purchase.

The amount of any partial refund will be determined by our customer service team based on the specific circumstances of the complaint. We will always communicate clearly with you about the refund amount before processing.

8. Exchange Policy

In many cases, rather than issuing a monetary refund, Imos Pizza may offer to replace your order or provide substitute items at no additional charge. This exchange option may be available when:

• The wrong item was delivered and a replacement can be prepared and delivered within a reasonable time.
• An item was missing from your order and can be delivered separately.
• A food quality concern can be corrected with a freshly prepared replacement.

If you prefer a replacement over a refund, please indicate this preference when you contact us. Replacements are subject to availability and our operational hours. We will always do our best to accommodate your preference.

9. Cancellation Policy

We understand that plans can change. Below is our cancellation policy for orders placed with Imos Pizza:

9.1 Cancellations Before Order Preparation

If you need to cancel your order, please contact us as soon as possible. Orders that have not yet entered the preparation stage can typically be cancelled with a full refund. The window for cancellation before preparation begins is generally 5 minutes from the time the order is confirmed, as our kitchen team begins preparation promptly upon receipt of orders.

9.2 Cancellations After Order Preparation Has Begun

Once your order has entered the preparation stage, cancellations are generally not accepted, and a refund will not be issued for the preparation cost. This is because food items are perishable and prepared specifically for your order. However, we will review cancellation requests on a case-by-case basis.

9.3 Cancellations for Delivery Orders

If your order has already been dispatched for delivery, cancellation is not possible. Please contact us if you have an emergency situation, and we will do our best to assist you.

9.4 How to Cancel

To request a cancellation, contact us immediately at [email protected] or visit imosspizz.rest. Please reference your order number in all communications.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, you have the right to escalate the matter through our formal dispute resolution process.

10.1 Internal Escalation

If your initial refund request was denied or you disagree with the resolution offered, you may request an escalation to a senior member of our customer service team. To do so, reply to the original email correspondence referencing your case number and explain why you believe a different resolution is warranted. We will re-review your case within 3–5 business days.

10.2 Chargeback Rights

Under United States consumer protection law, including the Fair Credit Billing Act (FCBA) and guidelines established by the Federal Trade Commission (FTC), you may have the right to initiate a chargeback with your credit card issuer or bank if you believe you were charged incorrectly or did not receive the goods or services paid for. We encourage customers to contact us first to resolve disputes directly before initiating a chargeback, as we are committed to finding a fair resolution.

10.3 Third-Party Mediation

If a dispute cannot be resolved through our internal process, both parties may agree to seek resolution through a neutral third-party mediation service. The costs of mediation shall be shared equally unless otherwise agreed upon.

10.4 Governing Law

This Refund Policy is governed by the laws of the United States and the applicable state laws of the state in which Imos Pizza operates. Any legal disputes that cannot be resolved through mediation shall be subject to the jurisdiction of the appropriate courts.

11. Special Circumstances

11.1 Orders Placed During Promotions or with Discount Codes

Refunds for orders placed using promotional discounts, coupons, or special offers will be calculated based on the actual amount paid after the discount was applied, not the original menu price.

11.2 Large or Catering Orders

For large group orders or catering arrangements, a separate agreement may apply. Please review any catering contract or special order agreement you received at the time of booking, as specific cancellation and refund terms may differ from this standard policy.

11.3 Force Majeure

Imos Pizza shall not be liable for delays or failures in fulfilling orders due to circumstances beyond our reasonable control, including but not limited to natural disasters, power outages, severe weather events, public health emergencies, or government-mandated closures. In such cases, we will make reasonable efforts to accommodate customers through store credit or rescheduled orders.

12. Consumer Rights Under U.S. Law

As a consumer in the United States, you have certain rights under federal and state consumer protection laws. The Federal Trade Commission (FTC) Act prohibits unfair or deceptive acts or practices in commerce. If you believe that Imos Pizza has engaged in any such practices, you have the right to file a complaint with the FTC at ftc.gov. Depending on your state of residence, additional consumer protection rights may apply.

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

13. Changes to This Refund Policy

Imos Pizza reserves the right to update or modify this Refund Policy at any time. Changes will be effective upon posting to our website at imosspizz.rest. We encourage customers to review this policy periodically. The date of the most recent update will always be indicated at the top of this page. Your continued use of our services following any changes constitutes your acceptance of the revised policy.

14. Contact Information for Refund Requests

For all refund requests, questions about this policy, or concerns about your order, please contact our customer service team using the details below: