Refund Policy

1. Overview

At Imos Pizza, we are committed to providing exceptional food and service to every customer. We understand that sometimes issues may arise, and we want to make things right. This Refund Policy outlines our commitment to customer satisfaction and the conditions under which refunds may be requested and processed.

We believe in standing behind the quality of our authentic St. Louis style pizza and exceptional customer service. This policy applies to all orders placed through our website, mobile app, phone orders, and in-store purchases.

2. Refund Eligibility

Refunds may be requested under the following conditions:

Timeframe Requirements

• Food Orders: Refund requests must be made within 24 hours of order completion
• Delivery Issues: Report delivery problems within 2 hours of expected delivery time
• Quality Issues: Food quality concerns must be reported before consuming more than 25% of the order
• Online Orders: Cancellation requests must be made within 5 minutes of order placement

Eligible Conditions

• Incorrect order received (wrong items, missing items, wrong size)
• Food quality issues (cold food, burnt items, incorrect preparation)
• Food safety concerns or contamination
• Significant delivery delays (over 30 minutes past estimated time without notification)
• Order cancellation before preparation begins
• Technical errors resulting in duplicate charges

Required Documentation

• Original order receipt or confirmation number
• Photo evidence of the issue (when applicable)
• Detailed description of the problem
• Contact information for follow-up

3. Non-Refundable Items

The following items and situations are not eligible for refunds:

• Change of Mind: Orders canceled after preparation has begun due to customer preference changes
• Dietary Restrictions: Orders that don't meet undisclosed dietary restrictions or allergies
• Personal Taste Preferences: Dissatisfaction based solely on personal taste preferences for properly prepared food
• Gift Cards: Purchased gift cards (though they may be transferred to another person)
• Promotional Items: Free or heavily discounted promotional items included with orders
• Late Requests: Refund requests made outside the specified timeframes
• Consumed Orders: Orders that have been substantially consumed (more than 75%)
• Third-Party Fees: Delivery fees charged by third-party delivery services
• Custom Orders: Specially customized orders that were prepared according to specific customer requests

4. Refund Process

Follow these steps to request a refund:

5. Refund Methods

Payment Method

Refunds will be processed using the original payment method whenever possible:

• Credit/Debit Cards: Refunds typically appear within 3-5 business days
• Cash Payments: Cash refunds provided immediately at the store
• Gift Cards: Refunds credited back to the original gift card
• Digital Wallets: Refunds processed within 1-3 business days

Processing Timeframes

• Immediate: Store credit and cash refunds at physical locations
• Same Day: Digital wallet and app-based payment refunds
• 1-3 Business Days: Most credit and debit card refunds
• 5-7 Business Days: Bank transfers and certain international cards

Alternative Refund Options

• Store Credit: Immediate credit toward future orders (never expires)
• Account Credit: Credit applied to your online account for easy future use
• Gift Card: Physical or digital gift card with full refund value

6. Exchanges Policy

We offer exchanges as an alternative to refunds in many situations:

When Exchanges Are Available

• Incorrect items received
• Wrong size or customization
• Food quality issues
• Missing items from order

Exchange Process

• Immediate Replacement: We'll prepare the correct order immediately
• Priority Service: Exchange orders receive priority preparation and delivery
• No Additional Cost: No additional charges for exchanges due to our error
• Upgrade Option: Pay the difference to upgrade to premium items if desired

7. Damaged or Defective Items

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

Immediate Action

• Don't Consume: Stop eating and contact us immediately
• Preserve Evidence: Take photos of the damaged or defective items
• Report Quickly: Contact us within 1 hour of receiving the order

Our Response

• Full Replacement: Immediate replacement of the entire order at no charge
• Full Refund: Complete refund if replacement is not desired
• Quality Investigation: We investigate all quality issues to prevent future occurrences
• Compensation: Additional compensation may be provided for serious issues

Health and Safety

If you suspect food contamination or have food safety concerns:

• Stop consuming the food immediately
• Contact us and local health authorities if necessary
• Preserve the food for potential testing
• Seek medical attention if you feel unwell

8. Contact Information

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

Policy Updates: This refund policy may be updated periodically. The latest version is always available on our website. Significant changes will be communicated to customers via email and prominently displayed on our website.

Legal Compliance: This policy complies with all applicable federal, state, and local consumer protection laws. Your statutory rights as a consumer are not affected by this policy.