Refund Policy

At Imos Pizza, we are committed to providing our customers with the highest quality food and service. We understand that sometimes an order may not meet your expectations, and we want to make the process of resolving any issues as straightforward as possible. Please read this Refund Policy carefully to understand your rights and our obligations when it comes to refunds, cancellations, and exchanges.

This Refund Policy applies to all orders placed through our website at chick-imos.click or by contacting us directly. By placing an order with us, you agree to the terms outlined in this policy. This policy is governed by applicable United States federal and state consumer protection laws, including the Federal Trade Commission Act (FTC Act) and applicable state regulations.

1. Eligibility Conditions for Refunds

We want every customer to be completely satisfied with their Imos Pizza order. Refunds may be issued under the following circumstances:

• Incorrect Order: You received items that do not match what you ordered (wrong toppings, wrong size, wrong item entirely).
• Missing Items: One or more items from your order were not included in your delivery or pickup order.
• Poor Food Quality: The food you received was undercooked, overcooked, spoiled, or otherwise not fit for consumption.
• Significant Delivery Delay: Your delivery order arrived in a condition that was unacceptable due to an excessive and unreasonable delay caused by our team or our delivery partners.
• Damaged Items: Food items were damaged during preparation or delivery through no fault of the customer.
• Allergic Reactions Due to Mislabeling: If you informed us of a food allergy and we failed to accommodate your request appropriately, resulting in the wrong ingredients being used.
• Duplicate Charges: You were charged more than once for the same order due to a payment processing error.

To be eligible for a refund, you must contact us promptly and in accordance with the timeframes described in Section 2 below. We may request supporting evidence such as photos of the incorrect or damaged food.

2. Timeframes for Refund Requests

We encourage all customers to report issues as soon as possible. The following timeframes apply:

Requests submitted outside of these timeframes may not be eligible for a full refund, but we will review each case on an individual basis at our discretion.

3. Non-Refundable Items and Services

Certain items and situations are not eligible for refunds. Please review the following carefully:

• Change of Mind: Refunds will not be issued simply because you changed your mind about an order after it has been prepared.
• Customized Orders: Items with special customizations made at your specific request that were correctly prepared as specified are non-refundable.
• Consumed Food: If a substantial portion of the food has been consumed before a complaint is made, we reserve the right to deny or reduce the refund amount.
• Promotional or Discounted Items: Items purchased as part of limited-time promotions, special deals, or discounted bundles may not be eligible for full refunds unless defective.
• Delivery Fees: Delivery fees are generally non-refundable unless the order was not delivered at all due to our error.
• Third-Party Delivery Orders: Orders placed and fulfilled through third-party delivery platforms (e.g., DoorDash, Uber Eats, Grubhub) are subject to those platforms' own refund policies, and refund requests must be directed to them.
• Incorrect Address Provided by Customer: If the delivery was sent to a wrong address due to information provided by the customer, we cannot guarantee a refund.

4. How to Request a Refund — Step-by-Step

Requesting a refund is easy. Please follow these steps to ensure your request is processed efficiently:

1. Step 1 — Gather Your Information: Locate your order confirmation number, the date and time of your order, and your payment method information. If applicable, take clear photographs of the incorrect, missing, or damaged food items.
2. Step 2 — Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: chick-imos.click
3. Step 3 — Provide Details: In your message, clearly describe the issue, include your order number, the specific items affected, and attach any supporting photos or documentation.
4. Step 4 — Await Confirmation: Our customer service team will acknowledge your request within 1 business day and begin reviewing your case.
5. Step 5 — Review and Decision: We will review the details provided and make a determination regarding your refund eligibility within 3–5 business days. We may contact you for additional information if needed.
6. Step 6 — Refund Issued: If your refund is approved, we will process it to your original payment method or offer an alternative resolution (such as store credit or a replacement order). You will be notified via email once the refund has been processed.

5. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes for the funds to appear in your account will vary depending on your payment method:

6. Partial Refunds

In some situations, only a partial refund may be granted. Partial refunds may apply in the following cases:

• Only a portion of your order was incorrect or missing, while the rest of the order was satisfactory.
• The food quality issue affected only certain items in the order.
• A significant portion of the food had already been consumed before the complaint was made.
• The issue is deemed minor and does not warrant a full refund (e.g., a minor presentation issue that does not affect food quality or safety).
• You used a promotional discount or coupon, and the refund will be calculated based on the actual amount paid rather than the full menu price.

The amount of a partial refund will be determined by our customer service team based on the specific circumstances of the complaint. We aim to be fair and reasonable in all determinations.

7. Exchange Policy

In certain situations, rather than issuing a monetary refund, we may offer to replace or exchange an item. Our exchange policy works as follows:

• Replacement Order: If your order was incorrect or contained missing items, we may offer to prepare and deliver (or have available for pickup) a replacement order at no additional cost to you.
• Item Substitution: If a specific item is unavailable, we may offer a comparable substitute of equal or greater value, subject to your approval.
• Store Credit: In lieu of a direct refund, we may offer store credit equivalent to the value of the affected items, which can be used on a future order at chick-imos.click.

Exchanges and replacements are subject to availability and must be requested within the timeframes outlined in Section 2. We reserve the right to offer an exchange or replacement as the primary resolution in appropriate circumstances.

8. Cancellation Policy

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

8.1 Cancellation Before Preparation Begins

If you wish to cancel your order, you must do so within 5 minutes of placing the order, before our kitchen team begins preparation. To cancel, contact us immediately at [email protected] or through our website. If the cancellation is received in time, you will receive a full refund to your original payment method.

8.2 Cancellation After Preparation Has Begun

Once your order has entered preparation, we are generally unable to cancel it. If you contact us after preparation has begun, we will assess the situation on a case-by-case basis. Refunds in this situation are not guaranteed and may be issued as partial refunds or store credit at our discretion.

8.3 Cancellations Due to Our Error

If we are unable to fulfill your order for any reason on our end (e.g., ingredient unavailability, technical issues), you will be notified as soon as possible and issued a full refund to your original payment method.

8.4 Cancellations Due to Severe Weather or Emergencies

In cases of severe weather, natural disasters, or other emergency conditions that prevent delivery, we will work with you to reschedule your order or issue a full refund. We appreciate your understanding in such situations.

9. Dispute Resolution Process

We always aim to resolve refund-related concerns amicably and efficiently. If you are not satisfied with the outcome of your refund request, the following dispute resolution process applies:

1. Step 1 — Informal Resolution: Contact our customer service team at [email protected] and request a review of your case by a senior representative. Provide any additional documentation or information that supports your claim.
2. Step 2 — Escalation: If your concern remains unresolved after internal review, you may formally escalate your dispute in writing to our management team via email. We will respond within 5 business days with a final internal decision.
3. Step 3 — External Consumer Protection Resources: If you believe we have not resolved your complaint fairly, you have the right to contact external consumer protection agencies. In the United States, you may file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or your applicable state's consumer protection office.
4. Step 4 — Chargeback Rights: You also have the right to contact your credit card company or bank to dispute a charge. However, we encourage you to contact us first, as we are committed to resolving issues fairly and promptly without requiring a chargeback.
5. Step 5 — Legal Dispute Resolution: Any disputes that cannot be resolved through the above methods shall be governed by the laws of the United States and resolved through binding arbitration or small claims court, as applicable under federal and state law.

10. Contact Information for Refund Requests

For all refund-related inquiries, cancellations, or disputes, please contact our customer service team using the information below. We are here to help and aim to respond to all inquiries within 1 business day.

When contacting us regarding a refund, please have the following information ready to ensure we can assist you as quickly as possible:

• Your full name
• Your order confirmation number
• The date and time your order was placed
• A description of the issue
• Photographs or other supporting evidence (where applicable)
• Your preferred refund method

11. Changes to This Refund Policy

Imos Pizza reserves the right to update, modify, or revise this Refund Policy at any time. Any changes will be posted on our website at chick-imos.click with an updated effective date. We encourage you to review this policy periodically to stay informed of any updates. Your continued use of our website and services following any changes constitutes your acceptance of the updated policy.