Refund Policy

1. Overview

At Imos Pizza, we are committed to your complete satisfaction with every order. We understand that sometimes things don't meet your expectations, and we want to make it right. This refund policy outlines our commitment to resolving any issues with your food orders in a fair and timely manner.

This policy applies to all orders placed through our website, mobile app, phone orders, and in-person purchases at any of our locations. We reserve the right to modify this policy at any time, with changes taking effect immediately upon posting on our website.

2. Refund Eligibility

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

Timeframe Requirements

• Immediate Issues: Report quality problems within 2 hours of delivery or pickup
• Food Safety Concerns: Report within 1 hour of delivery or pickup
• Missing Items: Report within 30 minutes of delivery or pickup
• Wrong Orders: Report immediately upon receiving your order

Product Condition

• Food must be substantially uneaten (more than 75% remaining)
• Items must be in original packaging where applicable
• Beverages must be unopened or less than 25% consumed
• Custom or specialty items must be completely untouched

Proof of Purchase Required

• Original receipt or order confirmation email
• Order number from online or app purchases
• Credit card statement showing the transaction
• Valid identification matching the order name

3. Non-Refundable Items

The following items and services are not eligible for refunds under normal circumstances:

4. Refund Process

Follow these simple steps to request a refund:

Step 1: Contact Us Immediately

• Call us at +1 267-239-5925 for immediate assistance
• Email us at [email protected] with your concern
• Visit the location where you placed your order
• Use our online contact form with "Refund Request" in the subject line

Step 2: Provide Required Information

• Your full name and contact information
• Order number and date of purchase
• Detailed description of the issue
• Photos of the food or packaging (if applicable)
• Receipt or proof of purchase

Step 3: Our Review Process

• We will acknowledge your request within 2 hours during business hours
• Our team will review your case and may contact you for additional information
• We may request to inspect the food items or ask you to return them
• A decision will be made within 24-48 hours of receiving all required information

Step 4: Resolution

• Approved refunds will be processed immediately
• You will receive confirmation via email or text
• If denied, we will explain our reasoning and offer alternative solutions
• We may offer store credit or replacement items as alternatives

5. Refund Methods

Refunds are processed using the following methods and timeframes:

Original Payment Method

6. Exchanges

In many cases, we can offer exchanges instead of refunds, which may be faster and more convenient:

When Exchanges Are Preferred

• Wrong Order: Immediate replacement with correct items
• Quality Issues: Fresh preparation of the same items
• Missing Items: Delivery or pickup of missing components
• Temperature Problems: Reheated or freshly prepared items

Exchange Process

• Contact us immediately with your concern
• We will prioritize preparing replacement items
• Replacement orders receive priority preparation and delivery
• No additional charges for replacement orders
• Original items may need to be returned or disposed of

Exchange vs. Refund Decision

We will work with you to determine the best solution:

• Customer preference is always considered
• Time sensitivity of your dining plans
• Availability of replacement items
• Nature and severity of the original issue

7. Damaged or Defective Items

We take special care with orders that arrive damaged or have quality defects:

Immediate Action Required

Types of Damage/Defects We Cover

• Physical Damage: Crushed boxes, spilled items, broken containers
• Food Quality: Burnt, undercooked, or improperly prepared items
• Temperature Issues: Cold food that should be hot, melted items
• Contamination: Foreign objects, wrong ingredients, allergen exposure
• Freshness: Stale, expired, or spoiled ingredients

Special Damage Policy

• Full Refund: Automatic approval for significant damage or safety issues
• Priority Service: Damaged orders receive immediate attention
• No Questions Asked: Streamlined process for obvious quality failures
• Additional Compensation: Possible store credit for inconvenience
• Health Department Reporting: We will report serious food safety issues

Documentation for Damage Claims

• Take photos of damaged items and packaging
• Note the time and condition upon delivery/pickup
• Save all packaging and containers
• Record delivery driver information if applicable

8. Contact Information

For any refund requests or questions about this policy, please contact us using any of the following methods: