Refund Policy

Effective Date: June 26, 2026  |  Last Updated: June 26, 2026

1. Introduction

Welcome to Jet's Pizza Grill ("we," "us," or "our"), accessible at jetspizzagrill.rest. We are committed to delivering high-quality food and an excellent dining experience — whether you order online, over the phone, or in person.

Because our products are freshly prepared food items, our refund policy is necessarily specific to the nature of perishable goods. We have crafted this policy to be fair, transparent, and consistent with applicable United States consumer protection standards, including guidelines established under the Federal Trade Commission (FTC) Act.

By placing an order with Jet's Pizza Grill — through our website, by phone, or in person — you agree to the terms described in this Refund Policy.

2. Eligibility Conditions for Refunds

We want every meal to meet your expectations. You may be eligible for a full or partial refund under the following conditions:

• Wrong Order Delivered or Prepared: You received an item that is different from what you ordered.
• Missing Items: One or more items from your order were not included at the time of delivery or pickup.
• Food Quality Issues: The food was delivered in an unacceptable condition (e.g., severely undercooked, burnt beyond reason, or otherwise inedible due to a preparation error on our part).
• Duplicate Charges: Your payment method was charged more than once for the same order.
• Order Not Received: A delivery order was confirmed but never arrived, and our records show no successful delivery.
• Allergic Reaction Due to Our Error: If we failed to honor a documented allergy request that was clearly specified at the time of ordering, you may be eligible for a full refund (subject to review).

To be eligible for a refund, you must:

1. Contact us within the timeframe specified in Section 3 below.
2. Provide proof of purchase (order number, receipt, or confirmation email).
3. Provide a brief description of the issue, and where applicable, photographic evidence.

3. Timeframes for Refund Requests

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

4. Non-Refundable Items and Situations

Certain situations and items are not eligible for refunds. These include:

• Change of Mind: If you simply no longer want the food after it has been prepared, we are unable to offer a refund.
• Order Consumed: If the food has been largely consumed prior to the complaint, we reserve the right to deny a refund.
• Customization Errors Made by the Customer: If you selected incorrect options, toppings, or sizes during the ordering process, we are not responsible for those errors.
• Delivery Delays Caused by Third Parties: If delays are caused by circumstances outside our control (e.g., traffic, severe weather, or third-party delivery service issues), refunds will not be issued for timeliness.
• Promotional or Free Items: Items provided as part of a promotion, loyalty reward, or complimentary offer are non-refundable.
• Gift Cards and Store Credits: These are non-refundable and non-transferable once issued or purchased.
• Special Event or Catering Deposits: Deposits paid for large catering orders or special events are non-refundable once the preparation process has begun (see Section 8 for cancellation terms).

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

Requesting a refund from Jet's Pizza Grill is straightforward. Please follow these steps:

1. Step 1 — Gather Your Information: Collect your order number or receipt, the date and time of your order, and a description of the issue. If the problem is related to food quality or a wrong item, we strongly recommend taking a photo.
2. Step 2 — Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: jetspizzagrill.rest
3. Step 3 — Submit Your Claim: In your message, include:
   • Full name and contact information
   • Order number or proof of purchase
   • Date and time of the order
   • Description of the issue
   • Supporting photos (if applicable)
   • Your preferred resolution (refund, replacement, or store credit)
4. Step 4 — Review Process: Our team will review your claim and respond within 1–3 business days. We may ask for additional information or clarification during this process.
5. Step 5 — Resolution: Once your claim is approved, we will notify you via email with the resolution details, including the refund amount and the method by which it will be returned.

6. Refund Processing Times by Payment Method

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

Please note that Jet's Pizza Grill is not responsible for delays caused by your financial institution or third-party payment processors. If you do not receive your refund within the stated timeframe, please contact your bank first, and then reach out to us if the issue persists.

7. Partial Refunds

In certain situations, a partial refund may be granted rather than a full refund. Partial refunds may apply when:

• Only a portion of your order was affected by an error or quality issue, while the rest of the order was satisfactory.
• A missing item was a low-cost add-on or modifier (e.g., a dipping sauce or extra topping).
• The food quality issue affected only part of the order (e.g., one pizza out of a multi-pizza order was unsatisfactory).
• You have already consumed a substantial portion of the order before raising the complaint.
• A discount or promotional credit was applied to the original order — the refund will reflect the actual amount paid for the affected item(s).

The determination of whether a full or partial refund is appropriate rests solely with Jet's Pizza Grill management upon review of the evidence provided.

8. Cancellation Policy

We understand that plans can change. Here is our cancellation policy for standard and special orders:

8.1 Standard Orders

• Orders can be cancelled for a full refund only if the cancellation is made before food preparation begins.
• Because food preparation at Jet's Pizza Grill typically begins within 5–10 minutes of order confirmation, cancellations must be made immediately after placing the order.
• Once preparation has begun, cancellations will not be accepted, and no refund will be issued.
• To cancel an order, call us immediately or contact us through our website.

8.2 Catering and Large Group Orders

• Catering orders require a deposit at the time of booking. This deposit is non-refundable once confirmed.
• Cancellations made more than 72 hours before the scheduled event will receive a refund of amounts paid beyond the deposit.
• Cancellations made within 72 hours of the scheduled event will forfeit the full amount paid, as ingredients and preparation will already be in progress.
• In cases of genuine emergency, we encourage you to contact us directly to discuss possible accommodations at our discretion.

9. Exchange Policy

Due to health and safety regulations applicable to food service businesses in the United States, we are unable to accept returns of food items. However, if you received the wrong item or an item does not meet quality standards, we will offer a complimentary replacement of the correct item, subject to the following conditions:

• The request must be made within the applicable timeframe (see Section 3).
• The issue must be verified by our team upon review.
• Replacements are subject to availability and operating hours.
• For in-store orders, the replacement may be provided on the spot after review by our staff.
• For delivery orders, a replacement will be dispatched as soon as practically possible, or a store credit / refund will be issued if re-delivery is not feasible.

We do not offer exchanges based on taste preferences or personal dissatisfaction that is not tied to a preparation or delivery error.

10. Third-Party Delivery Platform Orders

If your order was placed through a third-party delivery platform (such as DoorDash, Uber Eats, Grubhub, or similar services), please be aware that:

• Refund and cancellation requests for those orders may need to be initiated directly through the respective platform, as payment was processed by them.
• Jet's Pizza Grill is not responsible for delays, errors, or issues that originate with the delivery platform or driver.
• If the issue is related to food preparation (wrong item, missing items, quality), please contact us at [email protected] and we will work with the platform on your behalf where possible.
• Final refund decisions for third-party platform orders may be governed by the respective platform's own refund policies.

11. Dispute Resolution Process

If you are not satisfied with our response to your refund request, we encourage you to follow the dispute resolution steps below:

1. Step 1 — Internal Escalation: Reply to our refund decision email and request escalation to a senior manager. Please provide any additional information or evidence you believe is relevant. We aim to respond to escalations within 3 business days.
2. Step 2 — Formal Written Complaint: If the escalation does not resolve your concern, you may submit a formal written complaint to us via email at [email protected]. Please mark the subject line as "Formal Complaint — Refund Dispute."
3. Step 3 — Chargeback Through Your Bank: If you paid by credit or debit card and believe the charge was unauthorized or fraudulent, you have the right to dispute the charge directly with your bank or card issuer under the Fair Credit Billing Act (FCBA), which provides consumer protections for billing disputes.
4. Step 4 — FTC Complaint: Consumers in the United States may also file a complaint with the Federal Trade Commission (FTC) at reportfraud.ftc.gov if they believe their consumer rights have been violated.
5. Step 5 — State Consumer Protection Agencies: Depending on your state of residence, you may have additional rights under state consumer protection laws. We encourage you to consult with your state's Attorney General office for further guidance.

12. Accessibility of This Policy

This Refund Policy is made available on our website at jetspizzagrill.rest and is accessible to all customers at no charge. We reserve the right to update or modify this policy at any time. Changes will be effective immediately upon posting to the website. We encourage you to review this policy periodically.

13. Contact Information for Refund Requests

For all refund requests, questions about this policy, or concerns related to your order, please contact us using the details below:

This Refund Policy was last updated on June 26, 2026. Jet's Pizza Grill reserves the right to amend this policy at any time without prior notice. Continued use of our services following any changes constitutes your acceptance of the updated policy.