Refund Policy

1. Overview

At Imos Pizza, we are committed to providing exceptional food and service to every customer. We understand that occasionally issues may arise, and we have established this comprehensive refund policy to ensure your satisfaction and address any concerns promptly and fairly.

Our policy reflects our dedication to quality, customer service excellence, and fair business practices. We strive to resolve all issues amicably while maintaining the highest standards of food safety and customer care.

2. Eligibility for Refunds

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

• Timeframe: Refund requests must be submitted within 24 hours of order delivery or pickup
• Proof of Purchase: Valid receipt, order confirmation number, or transaction reference is required
• Product Condition: For food quality issues, photographic evidence may be requested
• Valid Reason: Refund reason must fall within our acceptable criteria (detailed below)
• Order Accuracy: Items must not have been consumed if claiming incorrect order
• Temperature Issues: Food delivered cold or at incorrect temperature qualifies for refund

3. Non-Refundable Items

The following items and services are not eligible for refunds:

• Fully consumed food items (unless proven defective before consumption)
• Custom orders that were prepared to customer specifications
• Digital gift cards or promotional credits (unless required by law)
• Delivery fees for successfully completed deliveries
• Tips or gratuities paid to delivery personnel
• Orders cancelled after preparation has begun (may be subject to partial refund)
• Catering orders cancelled less than 4 hours before scheduled delivery
• Special occasion cakes or customized items (unless defective)

4. Refund Process

To request a refund, please follow these steps:

• Step 1: Contact our customer service team immediately via phone (+7 969 228-62-12) or email ([email protected])
• Step 2: Provide your order number, contact information, and detailed description of the issue
• Step 3: Submit any required documentation (receipt, photos of defective items, etc.)
• Step 4: Our team will review your request within 2 business hours during operating hours
• Step 5: You will receive confirmation of refund approval or denial via email or phone
• Step 6: Approved refunds will be processed according to our refund methods policy
• Step 7: You will receive final confirmation once the refund has been issued

5. Refund Methods and Timeframes

Approved refunds will be processed using the following methods and timeframes:

• Credit/Debit Cards: Refunds will be credited to the original payment method within 3-5 business days
• Cash Payments: Cash refunds available immediately at restaurant location with valid receipt
• Gift Cards: Refunds may be issued as store credit or gift card at customer's preference
• Online Payments: Digital payment refunds (PayPal, Apple Pay, etc.) processed within 1-3 business days
• Bank Transfers: ACH refunds may take 5-7 business days to appear in your account
• Promotional Credits: Store credit issued for promotional pricing discrepancies

Note: Processing times may vary depending on your financial institution. Imos Pizza is not responsible for delays caused by third-party payment processors or banks.

6. Exchange Policy

In some cases, we may offer exchanges as an alternative to refunds:

• Incorrect Orders: We will prepare the correct items at no additional charge
• Cold Food: Fresh, hot replacement items will be prepared and delivered promptly
• Missing Items: Missing items will be prepared and delivered as priority orders
• Size Errors: Exchanges for correct size with price adjustment if applicable
• Customer Preference: You may choose exchange over refund when both options are available
• Store Credit: Alternative to cash refund for equivalent value toward future orders

Exchanges are subject to the same timeframe requirements as refunds and must be requested within 24 hours of order completion.

7. Damaged or Defective Items

Special provisions apply to damaged or defective food items:

• Quality Issues: Burnt, undercooked, or improperly prepared items qualify for full refund
• Food Safety: Any items with foreign objects or contamination receive immediate full refund
• Packaging Damage: Items damaged due to poor packaging or delivery handling
• Temperature Problems: Frozen items that arrived thawed or hot items served cold
• Incorrect Ingredients: Items with wrong toppings, sauces, or ingredients
• Allergen Issues: Items containing undisclosed allergens receive priority refund processing
• Documentation: Photos may be requested for quality assurance and staff training purposes

For safety reasons, we may request that defective items be discarded rather than returned. Your health and safety are our primary concerns.