Refund Policy

At Imos Pizza, we are committed to providing our customers with the highest quality food and service. We understand that sometimes issues may arise with your order, and we want to make the refund and resolution process as straightforward as possible. Please read this Refund Policy carefully to understand your rights and our obligations under applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act.

1. Overview

This Refund Policy applies to all orders placed through our website imosspiz.click, by phone, or in person at any of our locations. By placing an order with Imos Pizza, you agree to the terms outlined in this policy. We reserve the right to update or modify this policy at any time, and any changes will be posted on this page with an updated effective date.

Our goal is to ensure your complete satisfaction. If for any reason you are not satisfied with your order, we encourage you to contact us as soon as possible so we can address your concern promptly and fairly.

2. Eligibility Conditions for Refunds

To be eligible for a refund from Imos Pizza, one or more of the following conditions must be met:

• You received an incorrect item that does not match what you ordered.
• Your order was missing one or more items that you were charged for.
• The food received was of unsatisfactory quality, including but not limited to undercooked or overcooked food, spoiled ingredients, or foreign objects found in the food.
• Your order was significantly delayed beyond the estimated delivery or pickup time, causing the food to be unacceptable.
• You were charged an incorrect amount or charged more than once for the same order.
• Your order was never delivered despite confirmation of placement and payment.
• An allergen disclaimer was not observed, resulting in the inclusion of a specified allergen in your order that you had requested to be excluded.

Refund requests that do not meet any of the above conditions will be evaluated on a case-by-case basis at the discretion of Imos Pizza management.

3. Timeframes for Refund Requests

To ensure a fair and efficient resolution process, refund requests must be submitted within the following timeframes:

Requests submitted after the applicable deadline may not be honored. We encourage customers to inspect their orders upon receipt and report any issues immediately.

4. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds. The following are generally non-refundable:

• Correctly prepared orders: If your order was prepared correctly according to your specifications and you simply changed your mind or no longer want the food.
• Delivery fees and service charges: Delivery fees, platform service fees, and tips paid to delivery drivers are non-refundable unless the order was never delivered.
• Promotional or discounted items: Items purchased using promotional codes, coupons, or special discounts may be subject to different refund terms.
• Gift cards and store credit: Gift cards and any form of store credit purchased are non-refundable and cannot be exchanged for cash.
• Customized or special orders: Orders that were customized per the customer's specific request and prepared accordingly are not eligible for refunds based on preference changes.
• Orders consumed in full: If the order has been largely or entirely consumed, it may not be eligible for a full refund unless a significant quality issue can be demonstrated.

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

Follow these steps to submit a refund request with Imos Pizza:

1. Step 1 – Contact Us Promptly: Reach out to our customer service team as soon as you identify the issue. You can contact us via:
   • Email: [email protected]
   • Website: imosspiz.click
2. Step 2 – Provide Your 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
   • Method of payment used
   • A clear description of the issue
3. Step 3 – Submit Supporting Evidence (If Applicable): If possible, provide photographs or videos of the issue, such as incorrect items, food quality problems, or packaging issues. This will help us resolve your request more quickly and accurately.
4. Step 4 – Await Review: Our customer service team will review your refund request within 1 to 3 business days. We may reach out to you for additional information if needed.
5. Step 5 – Receive Our Decision: Once your request has been reviewed, we will notify you of our decision via the contact method you provided. If your refund is approved, we will initiate the process promptly.
6. Step 6 – Refund Issued: Approved refunds will be processed according to the payment method used and the timeframes outlined in Section 6 below.

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 refer to the table below for estimated processing times:

Please note that while we process refunds promptly on our end, the actual time for funds to appear in your account depends on your financial institution or payment provider. Imos Pizza is not responsible for delays caused by banks or third-party payment processors.

7. Partial Refunds

In certain situations, a partial refund may be issued rather than a full refund. Partial refunds may apply in the following circumstances:

• Only a portion of your order was incorrect or missing, while the rest of the order was received correctly.
• A food quality issue was reported but the order was substantially consumed before the issue was identified.
• A discount, coupon, or promotional offer was applied to the order, reducing the refundable amount to the actual amount paid for the affected item(s).
• Delivery fees and other charges unrelated to the quality issue are excluded from the refund.
• A customer error or partial responsibility is identified during the review process.

The amount of any partial refund will be determined at the sole discretion of Imos Pizza management, taking into account the nature and extent of the issue reported.

8. Exchange Policy

In cases where a refund is not the preferred resolution, Imos Pizza may offer an exchange or replacement for affected items. Our exchange policy works as follows:

• Incorrect Items: If you received the wrong item, we will prioritize remaking and delivering or preparing the correct item as quickly as possible, subject to operational capacity and delivery area.
• Quality Issues: If the food quality does not meet our standards, we may offer to remake the item at no additional charge.
• Missing Items: If an item was missing from your order, we will arrange to deliver the missing item or offer a store credit equivalent to its value.
• Store Credit Option: In lieu of a cash refund, customers may opt to receive store credit that can be applied to a future order at Imos Pizza. Store credits do not expire and have no minimum spend requirement.

Exchanges and replacements are subject to item availability and must be requested within the timeframes specified in Section 3 of this policy.

9. Cancellation Policy

We understand that circumstances can change. Our cancellation policy is as follows:

9.1 Online and Phone Orders

• Before Preparation Begins: If you wish to cancel your order before it has entered the preparation stage, please contact us immediately. Cancellations made before preparation begins will receive a full refund.
• After Preparation Has Begun: Once your order has entered the preparation stage, cancellations may not be honored. If a cancellation is accepted at this stage, a partial refund may be issued at the discretion of management, excluding preparation costs.
• After Dispatch for Delivery: Orders that have already been dispatched for delivery cannot be canceled. If the order is not delivered due to an issue on our end, a full refund will be issued.

9.2 Catering and Large Group Orders

For catering orders or large group orders (typically 10 or more people or orders exceeding $150 in value), the following cancellation terms apply:

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, you have the right to escalate your concern through our formal dispute resolution process. We are committed to resolving all disputes fairly and in accordance with applicable United States law, including consumer protection standards established by the Federal Trade Commission (FTC).

10.1 Internal Escalation

If your initial refund request was not resolved to your satisfaction, you may request a review by a senior member of our team. To do so, send an email to [email protected] with the subject line "Refund Dispute – Escalation Request" and include all relevant details and any previous correspondence. We will respond within 3 to 5 business days.

10.2 External Dispute Resolution

If internal resolution efforts are unsuccessful, you may pursue the following external options:

• Credit Card Chargeback: You may contact your credit card issuer or bank to initiate a chargeback if you believe a charge was unauthorized or incorrect. Please note that initiating a chargeback without first attempting to resolve the issue with us may impact your ability to use our services in the future.
• Consumer Protection Agencies: You may file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or your state's consumer protection office.
• Better Business Bureau (BBB): You may also contact the Better Business Bureau to file a complaint or seek mediation services.
• Small Claims Court: For disputes that cannot be resolved through negotiation or mediation, you retain the right to pursue claims through your local small claims court as provided under applicable state law.

We strongly encourage customers to contact us directly before pursuing any external dispute resolution methods, as we are committed to resolving issues promptly and fairly.

11. Fraud Prevention

Imos Pizza takes the integrity of our refund process seriously. We reserve the right to deny refund requests that we believe to be fraudulent, abusive, or made in bad faith. Customers who are found to be repeatedly abusing our refund policy may have their accounts suspended or be barred from placing future orders. Any suspected fraud may be reported to the appropriate law enforcement authorities.

12. Amendments to This Policy

Imos Pizza reserves the right to update, modify, or amend this Refund Policy at any time. Any changes will be reflected on this page with a revised effective date. We encourage you to review this policy periodically to stay informed of any updates. Your continued use of our services following the posting of any changes constitutes your acceptance of those changes.

13. Contact Information for Refund Requests

For all refund requests, questions, or concerns related to this policy, please contact our customer service team using the information below. We are here to help and will do our best to resolve your concern as quickly and fairly as possible.

This Refund Policy was last reviewed and updated on April 19, 2026. Imos Pizza is operated in the United States and complies with all applicable federal and state consumer protection laws, including regulations enforced by the Federal Trade Commission (FTC).