Refund Policy

Effective Date: April 11, 2026 | Last Updated: April 11, 2026

1. Introduction

At Imos Pizza, customer satisfaction is our highest priority. We are committed to delivering fresh, high-quality food products and an exceptional dining experience with every order. We understand, however, that issues can occasionally arise, and we have established this Refund Policy to address those situations in a fair, transparent, and efficient manner.

This policy applies to all orders placed through our website at imosspizza.rest, over the phone, or through any authorized third-party delivery platforms associated with Imos Pizza. This policy is governed by applicable United States federal and state consumer protection laws, including the Federal Trade Commission Act (FTC Act), and any applicable state-level regulations governing food service businesses.

If you have any questions or concerns about this policy, please do not hesitate to reach out to our customer support team at [email protected].

2. Eligibility Conditions for Refunds

Imos Pizza will consider refund requests under the following circumstances. All requests must meet the eligibility criteria described below to be processed:

• Incorrect Order: You received items that were not part of your original order. This includes wrong pizza toppings, wrong sizes, or missing items.
• Missing Items: One or more items from your confirmed order were not included in your delivery or pickup.
• Food Quality Issues: The food received was demonstrably undercooked, spoiled, contaminated, or otherwise unfit for consumption at the time of delivery or pickup.
• Significant Delivery Delays: Your delivery was delayed significantly beyond the estimated delivery time quoted at checkout, resulting in food that was rendered unacceptable in quality.
• Order Never Received: You did not receive your order and there is no evidence of a delivery attempt at your specified address.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical error.
• Authorized Cancellations: You canceled your order within the eligible cancellation window described in Section 8 of this policy.

Refunds will not be granted based solely on a change of preference, taste dissatisfaction unrelated to food quality, or if the order was prepared correctly as specified at the time of placement.

3. Timeframes for Refund Requests

To be eligible for a refund, customers must contact Imos Pizza within the timeframes specified below:

Requests submitted beyond these timeframes may not be honored at our discretion. We strongly encourage customers to inspect their orders promptly upon receipt and report any issues as soon as possible.

4. Non-Refundable Items and Situations

Certain purchases and circumstances are not eligible for refunds. These include, but are not limited to:

• Orders that have been fully consumed before a complaint is filed
• Items where the customer provided incorrect delivery information, resulting in a failed delivery
• Orders that were customized per the customer's specific instructions and prepared correctly as requested
• Promotional, discounted, or complimentary items provided as part of a special offer
• Gift cards, loyalty points, or store credit once redeemed
• Delivery fees and service charges, unless the order was never delivered due to our error
• Tip amounts included at checkout
• Orders affected by circumstances beyond our reasonable control, including extreme weather, traffic conditions, or natural disasters
• Requests based solely on personal taste preferences, dietary restrictions not communicated at the time of ordering, or dissatisfaction unrelated to a food quality or preparation error

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

To request a refund, please follow these steps carefully to ensure prompt processing of your claim:

1. Step 1 – Gather Your Order Information: Before contacting us, have your order confirmation number, the date and time of your order, the items in question, and your payment method information ready.
2. Step 2 – Document the Issue: If applicable, take clear photographs of the food received, packaging, or any other evidence that supports your claim. This documentation will significantly expedite the review process.
3. Step 3 – Contact Imos Pizza: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: imosspizza.rest
4. Step 4 – Submit Your Claim: In your communication, clearly describe the issue, include your order number, attach any supporting photos or documentation, and specify your preferred resolution (full refund, partial refund, or replacement).
5. Step 5 – Await Confirmation: Our customer support team will acknowledge your refund request within 1–2 business days and may follow up with additional questions to complete the review.
6. Step 6 – Resolution: Once your claim has been reviewed and approved, we will process the appropriate refund or offer a suitable alternative resolution as described in this policy.

6. Refund Processing Times by Payment Method

Once a refund has been approved by our team, the time required to receive your funds depends on your payment method. Please refer to the table below for estimated processing times:

Please note that while we initiate refunds promptly upon approval, the actual time for funds to appear in your account is controlled by your financial institution or payment processor and may vary. If you have not received your refund within the timeframes stated above, please contact your bank or payment provider first, then reach out to us if the issue persists.

7. Partial Refunds

In situations where only a portion of your order is affected, Imos Pizza may issue a partial refund corresponding to the value of the impacted items. Partial refunds may be granted under the following conditions:

• Only specific items from an order were missing, incorrect, or substandard in quality
• The order was partially consumed and only part of the order had a verifiable issue
• A discount, coupon, or promotional offer was applied to the original order, in which case the refund amount will reflect the actual amount paid for the affected items
• Delivery fees are not refundable unless the entire order was undelivered due to our fault

The determination of whether a partial or full refund is appropriate will be made by our customer support team based on the specific details of each case. We are committed to being fair and reasonable in all refund determinations.

8. Cancellation Policy

Orders placed with Imos Pizza are sent to our kitchen team immediately upon confirmation. As a result, our ability to cancel orders is time-sensitive. Please review our cancellation policy below:

8.1 Online and Phone Orders

• Within 5 minutes of placement: Orders may be eligible for cancellation and a full refund, provided preparation has not yet begun.
• After 5 minutes of placement: Once the order has entered the preparation phase, cancellations may not be accepted, or only a partial refund may be issued at our discretion.
• After dispatch for delivery: Cancellations are not accepted once the order has been dispatched for delivery.

8.2 How to Cancel an Order

To request a cancellation, please contact us immediately by:

• Emailing [email protected] with your order number and cancellation request
• Visiting our website at imosspizza.rest and using the order management section, if available

Please note that cancellation requests cannot be guaranteed and are subject to the status of your order at the time the request is received.

9. Exchange Policy

Due to the perishable nature of food products, Imos Pizza does not offer direct product exchanges in the traditional sense. However, if you received an incorrect item, we will work to resolve the situation through one of the following options, at our discretion:

• Replacement Order: We may offer to prepare and deliver the correct item at no additional charge, subject to operational feasibility and location.
• Store Credit: We may issue store credit equivalent to the value of the incorrect or unsatisfactory item for use on a future order.
• Full or Partial Refund: If a replacement or store credit is not acceptable or feasible, a refund will be issued in accordance with the terms of this policy.

We reserve the right to determine the most appropriate resolution on a case-by-case basis. Our goal is always to ensure that you are satisfied with your experience at Imos Pizza.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, you have the following options for escalation and dispute resolution:

10.1 Internal Escalation

You may request that your case be escalated to a senior customer service representative or manager by clearly stating this in your follow-up communication to [email protected]. Our team will review your case at a higher level and respond within 3–5 business days.

10.2 Chargeback Rights

Under U.S. federal law, including protections established by the Fair Credit Billing Act (FCBA) and the Electronic Fund Transfer Act (EFTA), you may have the right to dispute a charge with your credit card issuer or bank if you believe the charge was unauthorized or that goods were not delivered as described. We encourage customers to attempt resolution with Imos Pizza directly before initiating a chargeback, as we are committed to resolving issues fairly.

10.3 Consumer Protection Agencies

If you believe your consumer rights have been violated, you may file a complaint with:

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

10.4 Informal Dispute Resolution

Prior to pursuing any formal legal action, both parties agree to attempt to resolve any dispute informally through good-faith negotiation. Customers agree to provide Imos Pizza with written notice of their complaint and allow a period of 30 days for resolution before escalating to formal dispute proceedings.

11. Policy Modifications

Imos Pizza reserves the right to update, amend, or modify this Refund Policy at any time. Changes will be effective immediately upon posting the updated policy on our website at imosspizza.rest. We encourage customers to review this policy periodically to stay informed of any updates. Continued use of our services following any changes constitutes acceptance of the revised policy.

12. Governing Law

This Refund Policy is governed by and construed in accordance with the laws of the United States. Any disputes arising under this policy shall be subject to the jurisdiction of applicable federal and state courts. Consumer rights under applicable state laws, including but not limited to state consumer protection statutes, are fully preserved and not limited by this policy.

13. Contact Information

For all refund requests, questions, or concerns regarding this policy, please contact us using the following details: