Refund Policy

Effective Date: March 18, 2026 | Last Updated: March 18, 2026

1. Overview

This Refund Policy applies to all food orders, purchases, and transactions made through our website at pizzaimos.top, by phone, or in person. By placing an order with Imos Pizza, you agree to the terms outlined in this policy. We strive to resolve all concerns fairly, promptly, and in accordance with applicable United States consumer protection laws, including guidelines set forth by the Federal Trade Commission (FTC).

Because our products are perishable food items, our refund policy is designed to balance customer satisfaction with the practical realities of food service operations. We take every complaint seriously and work diligently to find an appropriate resolution for every customer.

2. Eligibility Conditions for Refunds

A refund or replacement may be issued under the following circumstances:

• You received an incorrect item that does not match your confirmed order.
• Your food arrived in an unsatisfactory condition (e.g., wrong toppings, missing ingredients, severely damaged packaging).
• Your order was significantly delayed beyond our stated delivery timeframe without prior notice.
• You received food that appears spoiled, inedible, or otherwise unsafe to consume.
• A duplicate charge was applied to your payment method for the same order.
• Your order was never delivered, and our delivery records confirm non-delivery.
• A technical error on our website resulted in an incorrect charge.

To be eligible for a refund, you must meet the following requirements:

• You must report the issue within the required timeframe as described in Section 3 below.
• You must provide reasonable documentation or description of the issue.
• The order in question must have been placed directly through pizzaimos.top, by phone, or through an authorized Imos Pizza ordering channel.

3. Timeframes for Refund Requests

Due to the perishable nature of food products, refund requests must be submitted promptly. The following timeframes apply:

Requests submitted outside these timeframes may not be eligible for a refund. We encourage customers to inspect their orders immediately upon receipt and contact us as soon as a problem is identified.

4. Non-Refundable Items and Services

The following are generally not eligible for refunds:

• Food items that have been partially or fully consumed, unless a quality issue is identified and reported promptly.
• Orders where the customer provided an incorrect delivery address.
• Orders that were correctly prepared as per the customer's specifications but the customer simply changed their mind.
• Delivery fees, where the delivery was completed successfully and on time.
• Orders canceled after food preparation has already begun (see Section 8 – Cancellation Policy).
• Promotional items, free items, or items obtained through reward programs.
• Gift cards and store credits (these are non-refundable and non-transferable).
• Custom or specialty orders prepared to specific customer instructions, unless a clear error was made on our part.

5. How to Request a Refund

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

1. Step 1 – Contact Us Promptly: Reach out to our customer support team as soon as possible within the applicable timeframe. You can contact us via email at [email protected] or visit our website at pizzaimos.top.
2. Step 2 – Provide Order Information: Have the following information ready when you contact us:
   • Your full name
   • Order number or confirmation number
   • Date and time of the order
   • Method of payment used
   • Delivery address or location of pickup
3. Step 3 – Describe the Issue: Clearly explain the problem with your order. If possible, please take photographs of the issue (e.g., incorrect items, damaged food, packaging problems) and attach them to your email or message.
4. Step 4 – Review and Evaluation: Our customer service team will review your request and may follow up with additional questions if necessary. We aim to respond to all refund inquiries within 1 to 2 business days.
5. Step 5 – Resolution: Once your request has been reviewed and approved, we will notify you of the resolution. This may include a full refund, partial refund, store credit, or replacement order, depending on the nature of the issue.

6. Refund Processing Times by Payment Method

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

Please note that processing times 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. If you have not received your refund within the stated timeframe, please contact your bank before reaching out to us.

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 certain items in your order were incorrect, missing, or unsatisfactory.
• The food was partially consumed before a quality issue was identified.
• A delivery delay occurred but the food was still delivered and was otherwise satisfactory.
• An order contained a minor error that did not significantly affect the overall order.
• A discount or promotional offer was already applied to the original order.

The amount of a partial refund will be determined at the discretion of our customer service team, taking into account the nature and extent of the issue reported.

8. Cancellation Policy

We understand that plans can change. However, due to the nature of food preparation, cancellations are subject to the following conditions:

• Before Preparation Begins: If you contact us immediately after placing your order and before food preparation has started, we will cancel your order at no charge and issue a full refund.
• During Preparation: If your order is already being prepared, cancellation may not be possible. A partial refund or store credit may be issued at our discretion.
• After Dispatch (Delivery Orders): Once your order has been dispatched for delivery, it cannot be canceled, and no refund will be issued for a cancellation request at this stage.
• Pickup Orders: For pickup orders, cancellations must be made at least 15 minutes before the scheduled pickup time. If you fail to pick up your order without prior notice, no refund will be issued.

To request a cancellation, please call us immediately or email [email protected] with your order number and the reason for cancellation.

9. Exchange Policy

In lieu of a monetary refund, Imos Pizza may offer an exchange or replacement order under the following circumstances:

• You received the wrong items and would prefer to receive the correct order instead of a refund.
• An item was missing from your order and can be delivered or made available for pickup promptly.
• The food quality was unsatisfactory, and a fresh replacement can be prepared and delivered within a reasonable timeframe.

Exchanges and replacement orders are subject to availability and operational capacity at the time of the request. If an exchange is not feasible, a refund or store credit will be offered as an alternative. All exchange requests must be submitted within the same timeframes outlined in Section 3 of this policy.

10. Store Credit

In some cases, rather than issuing a monetary refund, we may offer store credit that can be applied to a future order. Store credit:

• Will be applied to your account and can be used on your next purchase at pizzaimos.top.
• Is valid for 90 days from the date of issuance.
• Is non-transferable and cannot be exchanged for cash.
• Cannot be combined with other promotional offers unless otherwise stated.

11. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, you have the right to escalate your concern. The following dispute resolution process applies:

1. Step 1 – Internal Escalation: Contact our customer service team again and request that your case be escalated to a senior manager. Please provide your original case reference number and explain why you are dissatisfied with the initial resolution. We will respond within 3 business days.
2. Step 2 – Written Complaint: If the matter is still unresolved, you may submit a formal written complaint to us via email at [email protected]. Please include all relevant documentation, order details, and correspondence history. We will acknowledge receipt within 2 business days and provide a final written decision within 10 business days.
3. Step 3 – Third-Party Mediation: If we are unable to reach a mutually agreeable resolution, you may seek assistance from a neutral third-party mediator. Both parties agree to participate in good faith mediation before pursuing any legal action.
4. Step 4 – Consumer Protection Agencies: You have the right to file a complaint with the Federal Trade Commission (FTC) at ftc.gov/complaint or your state's consumer protection office if you believe your consumer rights have been violated.
5. Step 5 – Chargeback Rights: You retain the right to dispute a charge with your credit card issuer or bank. However, we ask that you first attempt to resolve the issue directly with us before initiating a chargeback, as this allows us the opportunity to address your concerns more quickly and efficiently.

12. Fraudulent Claims

Imos Pizza takes fraudulent refund claims seriously. Any customer found to be submitting false, misleading, or exaggerated refund claims may be subject to the following consequences:

• Denial of current and future refund requests.
• Suspension or termination of their account on our platform.
• Reporting to relevant authorities if fraudulent behavior is confirmed.

We reserve the right to investigate all refund claims and to request additional verification information when a claim appears unusual or inconsistent with our records.

13. Changes to This Policy

Imos Pizza reserves the right to update or modify this Refund Policy at any time without prior notice. Changes will be effective immediately upon posting to our website at pizzaimos.top. The effective date at the top of this page will reflect the most recent update. We encourage you to review this policy periodically to stay informed of any changes. Your continued use of our services following any changes constitutes your acceptance of the revised policy.

14. Governing Law

This Refund Policy is governed by and construed in accordance with the laws of the United States of America. Consumer protection matters may also be subject to applicable state laws and the regulations of the Federal Trade Commission (FTC). Any disputes arising from this policy shall be resolved in accordance with the dispute resolution process outlined in Section 11.

15. Contact Information for Refund Requests

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