Refund Policy

Effective Date: March 19, 2026  |  Last Updated: March 19, 2026

1. General Overview

Imos Pizza is committed to delivering fresh, high-quality food products to every customer. We understand that occasionally an order may not meet your expectations due to errors, quality issues, or other unforeseen circumstances. This Refund Policy has been established to ensure a fair, transparent, and efficient resolution process for all customers.

By placing an order on our website imosspizz.click or through any affiliated ordering platform, you agree to the terms outlined in this Refund Policy. This policy is governed by applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act, and any applicable state-level regulations where your order is placed.

If you have any questions regarding this policy at any time, please do not hesitate to contact our customer support team at [email protected].

2. Eligibility Conditions for Refunds

Not every order will automatically qualify for a refund. The following conditions must be met in order for a refund request to be considered eligible for review:

• The order was placed directly through imosspizz.click or an authorized ordering channel managed by Imos Pizza.
• The refund request is submitted within the applicable timeframe outlined in Section 3 of this policy.
• The issue reported is verifiable and falls within one or more of the qualifying categories listed below.
• The customer provides sufficient documentation or description of the problem, including photographs where applicable.
• The order has not been fully consumed prior to reporting the issue, unless the concern relates specifically to a health or food safety matter.

2.1 Qualifying Reasons for Refund

The following circumstances are considered valid grounds for a refund request:

• Incorrect Order: You received an item that was different from what you ordered, including wrong toppings, wrong size, or a completely different menu item.
• Missing Items: One or more items included in your confirmed order were missing from your delivery or pickup.
• Food Quality Issues: The food was undercooked, overcooked, spoiled, or otherwise not suitable for consumption upon arrival or pickup.
• Damaged Items: Food arrived in a condition that made it unsuitable for consumption due to damage during transit.
• Late Delivery: Delivery arrived significantly beyond the estimated delivery time, and the food quality was compromised as a result.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical error.
• Order Not Received: You did not receive your delivery order and confirmation of non-delivery can be substantiated.

3. Timeframes for Refund Requests

Refund requests must be submitted within specific timeframes in order to be considered for processing. We have established the following deadlines:

Requests submitted outside of these timeframes may not be eligible for a refund. However, Imos Pizza reserves the right to evaluate exceptional circumstances on a case-by-case basis at our sole discretion.

4. Non-Refundable Items and Services

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

• Orders where the customer simply changed their mind after food preparation has begun.
• Customized orders prepared exactly as requested by the customer that do not have any verifiable defect.
• Delivery fees, service charges, or platform fees in cases where food was delivered successfully and as ordered.
• Promotional or complimentary items provided free of charge.
• Orders that have been substantially consumed without a valid complaint reported promptly.
• Gift cards, vouchers, or promotional credits issued by Imos Pizza.
• Orders placed through unauthorized third-party platforms not directly affiliated with Imos Pizza.
• Any refund requests submitted after the applicable deadline as outlined in Section 3.

5. How to Request a Refund

To ensure your refund request is handled promptly and efficiently, please follow these step-by-step instructions:

Step 1: Gather Your Order Information

Before contacting us, please have the following information ready:

• Your full name and contact information
• Your order confirmation number or receipt
• The date and time of your order
• A clear description of the issue
• Photographs of the food item(s) in question, where applicable

Step 2: Contact Imos Pizza Customer Support

Submit your refund request using one of the following methods:

• Email: Send a detailed message to [email protected] with the subject line "Refund Request – [Your Order Number]"
• Website: Use the contact form available at imosspizz.click

Step 3: Await Confirmation

Once your request is received, our customer support team will send you an acknowledgment within 1 business day. This confirmation will include a reference number for your request.

Step 4: Review and Decision

Our team will review your claim and any supporting evidence provided. We aim to complete this review within 2–3 business days. You will be notified of the outcome via your registered email address.

Step 5: Refund Issuance

If your refund is approved, the refund will be processed according to the timelines described in Section 6. You will receive a confirmation email once the refund has been initiated.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes for the funds to be returned to you will depend on your original payment method:

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

7. Partial Refunds

In certain circumstances, Imos Pizza may issue a partial refund rather than a full refund. Partial refunds may be granted in the following situations:

• Only a portion of the order had an issue, while the remainder was prepared and delivered correctly.
• The food was partially consumed before the issue was reported, and the concern is not related to a health or safety matter.
• A discount, coupon, or promotional offer was applied to the original order, and the refund is calculated based on the amount actually paid.
• Delivery fees are non-refundable in cases where only the food items are disputed, not the delivery service itself.

The amount of any partial refund will be determined at Imos Pizza's discretion based on the nature and extent of the complaint and the evidence provided by the customer.

8. Exchange Policy

In lieu of a monetary refund, Imos Pizza may offer to replace or re-prepare the affected food item(s) at no additional charge. Exchanges are subject to the following conditions:

• The exchange request must be made within the same timeframe as a standard refund request (see Section 3).
• The replacement order will be prepared and delivered or made available for pickup as soon as operationally possible.
• Exchanges are only available for items that were incorrect, damaged, or not as described — not for orders where the customer has changed their preference.
• If an exchange is not possible due to availability or operational constraints, a full refund will be offered instead.

Customers who choose an exchange over a refund acknowledge that they are waiving their right to a monetary refund for that specific item, unless the replacement also fails to meet acceptable quality standards.

9. Cancellation Policy

Due to the perishable and time-sensitive nature of food preparation, our cancellation window is very limited. Please review the following cancellation terms carefully before placing your order:

9.1 Cancellation Before Preparation Begins

You may cancel your order for a full refund only if your cancellation request is submitted within 5 minutes of the order being placed and before food preparation has begun. To cancel an order, please contact us immediately at [email protected] or use the cancellation option available in your order confirmation if applicable.

9.2 Cancellation After Preparation Has Begun

Once food preparation has commenced, orders cannot be cancelled and refunds will not be issued for change-of-mind cancellations. This is due to the fact that the ingredients have already been committed and the preparation process cannot be reversed without food waste.

9.3 Cancellation Due to Imos Pizza Error

If we are unable to fulfill your order for any reason on our end — including unavailability of ingredients, technical issues, or operational disruptions — you will be notified promptly and a full refund will be issued automatically without the need to submit a formal request.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Imos Pizza provides a structured dispute resolution process to ensure your concern is given further consideration.

10.1 Internal Escalation

If you believe your refund request was not handled fairly, you may escalate the matter by emailing [email protected] with the subject line "Refund Dispute Escalation – [Reference Number]." A senior member of our customer relations team will review your case within 5 business days and provide a final written response.

10.2 Chargeback Rights

As a customer in the United States, you retain the right to dispute a charge with your credit card issuer or bank if you believe you have been wrongfully charged. However, we strongly encourage you to exhaust our internal dispute resolution process before initiating a chargeback, as this allows us the opportunity to resolve the matter directly and more efficiently.

10.3 Consumer Protection Resources

If you feel your consumer rights have been violated, you may also file a complaint with the following regulatory bodies:

• Federal Trade Commission (FTC): www.ftc.gov
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your State Attorney General's Office
• Better Business Bureau (BBB): www.bbb.org

11. Amendments to This Policy

Imos Pizza reserves the right to update or modify this Refund Policy at any time. Any changes will become effective immediately upon posting to our website at imosspizz.click. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage customers to review this policy periodically to stay informed of any changes. Continued use of our services after any modification constitutes your acceptance of the updated terms.

12. Contact Information

For all refund requests, cancellation inquiries, or questions related to this policy, please reach out to our customer support team through the following channels: