Refund Policy

1. Overview

Mod Pizza is dedicated to ensuring complete customer satisfaction with every dining experience. We stand behind the quality of our ingredients, the craftsmanship of our pizzas, and the excellence of our service. If for any reason you are not completely satisfied with your order, we are committed to making it right.

This refund policy outlines our commitment to addressing any concerns promptly and fairly, ensuring that every customer leaves with a positive experience. We believe that great food and exceptional service go hand in hand, and we're here to exceed your expectations every time.

2. Eligibility for Refunds

To be eligible for a refund, your request must meet the following conditions:

• Timeframe: Refund requests must be made within 24 hours of your order for dine-in experiences, or within 2 hours for delivery and takeout orders
• Order Documentation: Valid proof of purchase required (receipt, order confirmation, or credit card statement)
• Legitimate Concern: Refund request must be based on quality issues, incorrect order, or service-related problems
• Reasonable Consumption: For dine-in orders, the majority of the food should remain uneaten if claiming quality issues
• Contact Requirement: You must contact our restaurant directly before leaving (for dine-in) or within the specified timeframe (for takeout/delivery)

We reserve the right to verify the legitimacy of refund requests and may require photo evidence for delivery orders or detailed explanation of the issue experienced.

3. Non-Refundable Items

While we strive to accommodate all reasonable refund requests, the following items and circumstances are not eligible for refunds:

• Personal Preference: Dislike of taste, spice level, or ingredient combinations that were accurately described on our menu
• Fully Consumed Orders: Food that has been completely or substantially consumed
• Special Dietary Restrictions: Orders where customer failed to communicate allergies or dietary restrictions at time of ordering
• Third-Party Delivery Issues: Delays or problems caused by external delivery services beyond our control
• Gift Cards: Purchased gift cards are non-refundable but can be used toward future orders
• Promotional Items: Free items received through promotions or loyalty programs
• Catering Orders: Large catering orders canceled less than 24 hours in advance (may be subject to cancellation fees)

4. Refund Process

To request a refund, please follow these simple steps:

Step 1: Contact Us Immediately

Reach out to us as soon as possible through any of these methods:

• Speak with a manager if dining in
• Call us at +1 860-567-0043
• Email us at [email protected]

Step 2: Provide Order Information

Please have the following information ready:

• Order number or receipt
• Date and time of order
• Detailed description of the issue
• Contact information

Step 3: Issue Resolution

Our team will:

• Review your concern promptly
• Investigate the issue with our kitchen and service staff
• Determine the most appropriate resolution
• Process your refund or offer alternative compensation

5. Refund Methods and Timeframes

We process all approved refunds using the following methods and timelines:

Original Payment Method

• Credit Cards: 3-5 business days for refund to appear on statement
• Debit Cards: 1-3 business days for funds to return to account
• Cash Payments: Immediate cash refund available at restaurant location
• Gift Cards: Credit restored to original gift card within 24 hours

Alternative Refund Options

In some cases, we may offer:

• Store credit for future orders (with extended validity period)
• Immediate replacement order at no additional charge
• Mod Pizza gift card with bonus value added

Processing Time: Most refunds are approved and processed within 24 hours of request. Complex cases may take up to 48 hours for review.

6. Exchanges and Alternatives

We often find that exchanges and alternatives can provide faster satisfaction than refunds:

Preferred Solutions

• Immediate Replacement: Fresh preparation of your order to correct any issues
• Menu Substitution: Exchange for a different item of equal or lesser value
• Partial Refund + Credit: Refund for problematic items plus credit for future visit
• Complimentary Items: Additional items to enhance your experience

Exchange Benefits

• Immediate resolution without waiting for refund processing
• Opportunity to try different menu items
• Maintains your dining experience
• Often includes additional value or compensation

7. Damaged or Defective Items

For orders that arrive damaged or with quality defects, we have special provisions:

Immediate Action Required

• Contact us immediately upon discovering the issue
• Take photos of the damaged items if possible
• Preserve the items for potential inspection
• Do not consume items that appear spoiled or contaminated

Priority Resolution

• Immediate Replacement: Fresh order prepared and delivered/ready for pickup
• Full Refund: Complete refund processed within 24 hours
• Additional Compensation: Credit or complimentary items for inconvenience
• Quality Investigation: We investigate all quality issues to prevent future occurrences

Health and Safety Priority

Your health and safety are our paramount concerns. If you receive any food that appears spoiled, contaminated, or unsafe, please do not consume it and contact us immediately. We will provide a full refund and investigate the incident thoroughly.

8. Contact Information for Refund Requests

Our customer service team is ready to assist you with any refund requests or concerns. We're committed to resolving issues quickly and fairly.

Last Updated: January 2026
This refund policy is subject to change without notice. Please check this page periodically for updates. For questions about this policy, please contact us using the information provided above.