Refund Policy

Last Updated: April 20, 2026

1. Introduction

At Imos Pizza, we are committed to delivering high-quality food and an excellent customer experience. We understand that occasionally an order may not meet your expectations, and we want to make the resolution process as straightforward as possible. This Refund Policy outlines the circumstances under which refunds, partial refunds, exchanges, and cancellations may be granted, as well as the procedures you must follow to request them.

This policy applies to all orders placed directly through our website at pizzs-imos.rest, by phone, or through any other official Imos Pizza ordering channel. Third-party delivery platform orders (such as those placed through DoorDash, Uber Eats, Grubhub, or similar services) may be subject to the respective platform's own refund policies.

This Refund Policy is governed by applicable United States federal and state consumer protection laws, including the Federal Trade Commission (FTC) Act and relevant state statutes.

2. Eligibility Conditions for Refunds

A refund request may be considered eligible under the following circumstances:

• Incorrect Order: You received an item or items that are different from what you ordered.
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food delivered was undercooked, overcooked, or otherwise did not meet acceptable food quality standards.
• Food Safety Concerns: You have a reasonable, documented concern that the food received may have been unsafe for consumption (e.g., presence of foreign objects, signs of spoilage).
• Order Not Delivered: Your delivery order was never received, and our records confirm the order was not fulfilled.
• Duplicate Charges: You were charged more than once for the same order due to a technical or billing error.
• Unauthorized Transactions: A charge appeared on your account that you did not authorize.

All refund requests are subject to review and verification by our customer service team. Imos Pizza reserves the right to deny any refund request that does not meet the eligibility criteria outlined above or that appears to be fraudulent or made in bad faith.

3. Timeframes for Refund Requests

To be considered for a refund, requests must be submitted within the following timeframes:

Requests submitted outside of these timeframes may not be honored. We strongly encourage customers to inspect their orders immediately upon receipt and contact us as soon as a problem is identified.

4. Non-Refundable Items and Situations

The following items and circumstances are generally not eligible for a refund:

• Orders that have been partially or fully consumed, unless a food quality or safety issue is documented.
• Correctly prepared orders where the customer simply changed their mind after delivery or pickup.
• Special promotional or discounted items explicitly marked as non-refundable at the time of purchase.
• Delivery fees and service charges, unless the order was never delivered due to our error.
• Tips paid to delivery drivers.
• Digital gift cards or promotional credits after they have been redeemed.
• Orders placed through third-party platforms (refund requests for such orders must be directed to the respective platform).
• Customization errors resulting from incorrect information provided by the customer at the time of ordering.
• Delays caused by circumstances beyond our control, such as severe weather, traffic conditions, or third-party courier issues.

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

To initiate a refund request, please follow the steps below:

1. Step 1 — Contact Us Promptly: Reach out to Imos Pizza customer service as soon as you identify the issue. You can contact us by:
   • Email: [email protected]
   • Website: pizzs-imos.rest
2. Step 2 — Provide Order Details: When contacting us, please have the following information ready:
   • Your full name and contact information
   • Order number or confirmation number
   • Date and time of the order
   • Description of the issue
   • Any supporting evidence (photos of incorrect/missing/damaged items are strongly recommended)
3. Step 3 — Await Confirmation: Our customer service team will acknowledge receipt of your refund request within 1 business day. We may follow up with additional questions or requests for documentation.
4. Step 4 — Review Process: Your request will be reviewed by our team within 3–5 business days. We will verify your order details, review any submitted evidence, and determine whether your request meets our eligibility criteria.
5. Step 5 — Decision Notification: You will be notified via email of the outcome of your refund request. If approved, you will be informed of the refund amount and the expected processing timeline.
6. Step 6 — Refund Issuance: Approved refunds will be processed according to the payment method used for the original transaction (see Section 6 below).

6. Refund Processing Times by Payment Method

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

Please note that Imos Pizza processes refunds on our end promptly upon approval, but the actual time the funds appear in your account may vary depending on your financial institution. We are not responsible for delays caused by banks or 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 some items from your order were missing, incorrect, or unsatisfactory — a refund will be issued for the affected items only.
• The food quality issue affected only a portion of your order, and the remainder was delivered correctly and in acceptable condition.
• A promotional discount or coupon was applied to the order — the refund amount will reflect the actual amount paid for the affected items.
• The customer consumed a significant portion of the order before reporting a quality concern — in such cases, a partial refund reflecting the uneaten or problematic portion may be offered at our discretion.

The amount of any partial refund will be communicated to you during the review process, and you will have the opportunity to accept or escalate the matter through our dispute resolution process (see Section 10).

8. Exchange Policy

Where feasible, Imos Pizza may offer to replace an incorrect or unsatisfactory order rather than issue a monetary refund. This option is available under the following conditions:

• The replacement can be prepared and delivered or made available for pickup within a reasonable timeframe.
• The customer is within our delivery area or can return to the restaurant location for a pickup exchange.
• The original order issue was reported within the required timeframe (see Section 3).

If you prefer a replacement over a refund, please indicate this when contacting our customer service team. We will do our best to accommodate your preference, subject to availability and operational capacity. Please note that replacements are provided at our discretion and are not guaranteed in all circumstances.

For incorrect orders, the customer may be asked to return the original (incorrect) item(s) upon delivery of the replacement, particularly for higher-value orders, at no additional cost to the customer.

9. Cancellation Policy

We understand that plans can change. The following cancellation policy applies to orders placed through Imos Pizza:

9.1 Cancellation Before Order Preparation Begins

If you need to cancel an order, please contact us immediately after placing it. If the cancellation request is received before our kitchen has begun preparing your order, we will cancel the order and issue a full refund to your original payment method.

9.2 Cancellation After Order Preparation Has Begun

Once our kitchen team has begun preparing your order, cancellation may not be possible. If a cancellation is accepted at this stage at our discretion, a cancellation fee of up to 50% of the order value may be applied to cover preparation costs, and the remaining balance will be refunded.

9.3 Cancellation After Order Dispatch

Orders that have already been dispatched for delivery cannot be cancelled. If you refuse delivery of a non-defective, correctly prepared order without prior cancellation approval, you will not be eligible for a refund.

9.4 Order Cancellation by Imos Pizza

Imos Pizza reserves the right to cancel any order for reasons including, but not limited to, ingredient unavailability, payment verification issues, delivery area restrictions, or operational difficulties. In the event that we cancel your order, you will receive a full refund and notification as soon as possible.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, you have the right to escalate the matter through our formal dispute resolution process.

10.1 Internal Escalation

Submit a written escalation request to [email protected] with the subject line "Refund Dispute Escalation". Include your original refund request details and the reason you believe the decision was incorrect. A senior member of our team will review the escalation within 5 business days and provide a final written response.

10.2 Chargeback Rights

If you believe you have been charged incorrectly and our internal process has not resolved the issue, you retain the right to dispute the charge directly with your bank or credit card issuer as permitted under applicable United States law, including protections afforded by the Fair Credit Billing Act (FCBA) for credit card transactions and the Electronic Fund Transfer Act (EFTA) for debit card transactions.

10.3 Consumer Protection Agencies

You may also contact the following agencies if you believe your consumer rights have been violated:

• Federal Trade Commission (FTC): www.ftc.gov or 1-877-382-4357
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your state's Attorney General Office for state-level consumer protection complaints

10.4 Governing Law

This Refund Policy and any disputes arising from it shall be governed by the laws of the United States and the applicable state laws of the state in which the relevant Imos Pizza location operates. Any legal proceedings shall be conducted in the appropriate courts of jurisdiction.

11. Fraudulent Refund Requests

Submitting false, misleading, or exaggerated refund claims is considered fraud. Customers found to be engaging in refund fraud may have their accounts permanently suspended, may be prohibited from placing future orders, and may be subject to legal action under applicable federal and state laws. Examples of fraudulent behavior include, but are not limited to:

• Falsely claiming items were missing when they were delivered correctly
• Submitting fabricated or altered photographs as evidence
• Repeatedly requesting refunds for orders that were correctly fulfilled
• Filing unauthorized chargebacks after receiving a legitimate order

12. Changes to This Refund Policy

Imos Pizza reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on our website at pizzs-imos.rest with a revised "Last Updated" date. We encourage customers to review this policy periodically. Continued use of our services after changes are posted constitutes acceptance of the updated policy.

13. Contact Information for Refund Requests

For all refund-related inquiries, cancellations, or to report an issue with your order, please contact our customer service team using the information below: