Refund Policy

Overview

At Imos Pizza, we are committed to providing exceptional food quality and outstanding customer service. We understand that occasionally, our products may not meet your expectations, and we want to make things right. This refund policy outlines our commitment to customer satisfaction and the procedures for requesting refunds or exchanges.

We strive to resolve any issues promptly and fairly while maintaining the highest standards of food safety and quality. Our goal is to ensure every customer leaves satisfied with their dining experience.

Last Updated: January 2024

Refund Eligibility

To be eligible for a refund, the following conditions must be met:

• Timeframe: Refund requests must be made within 24 hours of purchase for dine-in orders, and within 2 hours for delivery or takeout orders
• Proof of Purchase: Original receipt, order confirmation number, or payment verification required
• Product Condition: Food items must be substantially uneaten (more than 75% remaining) to qualify for a full refund
• Valid Reason: Legitimate concerns such as incorrect order, food quality issues, allergic reactions, or safety concerns
• Order Accuracy: Items must match the original order specifications for refund consideration
• Temperature Issues: Food delivered cold or at improper serving temperature
• Delivery Problems: Significant delays beyond the estimated delivery time (over 30 minutes)

Non-Refundable Items

The following items and circumstances are not eligible for refunds:

• Consumed Products: Food items that have been substantially consumed (less than 75% remaining)
• Custom Orders: Specially prepared or customized items made to specific customer preferences
• Gift Cards: Gift certificates and promotional vouchers (except as required by law)
• Catering Services: Large catering orders delivered and set up at events
• Personal Preference: Dissatisfaction based solely on taste preference without quality issues
• Late Claims: Refund requests made beyond the specified timeframe
• Third-Party Delivery: Orders placed through external delivery platforms (refunds must be requested through the respective platform)
• Promotional Items: Free items received through promotions or loyalty programs

Refund Process

Follow these steps to request a refund:

• Step 1: Contact us immediately via phone at +1 971-489-2202 or email [email protected]
• Step 2: Provide your order number, receipt, and detailed description of the issue
• Step 3: Our customer service team will review your request within 2 hours during business hours
• Step 4: If approved, we may request photos of the product or ask you to return the item to the store
• Step 5: For delivery orders, we may arrange to collect the product from your location
• Step 6: Once verified, your refund will be processed according to our refund timeline
• Step 7: You will receive confirmation of the refund processing via email or SMS

Emergency Contact: For urgent food safety concerns, call immediately at +1 971-489-2202

Refund Methods & Timeline

Payment Method

• Credit/Debit Cards: Refunds processed to the original payment method within 3-5 business days
• Cash Payments: Cash refunds available immediately at the store location
• Digital Wallets: Refunds to PayPal, Apple Pay, or Google Pay within 1-3 business days
• Gift Cards: May be refunded as store credit or new gift card at face value

Processing Timeline

• Immediate: Store credit or replacement orders for dine-in customers
• 24 Hours: Email confirmation of approved refund requests
• 3-5 Days: Credit card refund processing time
• 7-10 Days: Bank processing time for refund to appear in account

Exchanges

We offer exchanges as an alternative to refunds when appropriate:

• Immediate Replacement: Incorrect orders can be exchanged for the correct items at no additional charge
• Equivalent Value: Exchange items of similar or equal value to the original order
• Store Credit: Alternative to cash refunds, valid for 12 months from issue date
• Future Orders: Credit applied to future purchases with no expiration for amounts over $25
• Upselling: Additional payment required for exchanges to higher-value items
• Fresh Preparation: All exchange items are freshly prepared to ensure quality

Note: Exchanges are often preferred for quality issues as they allow you to enjoy your meal while maintaining food safety standards.

Damaged or Defective Items

Special provisions for damaged, contaminated, or defective food items:

• Immediate Action: Stop consuming the product and contact us immediately
• Safety First: Report any foreign objects, contamination, or safety concerns immediately
• Documentation: Take photos of the item and packaging before disposal if safe to do so
• Full Refund: Guaranteed full refund plus replacement meal for damaged items
• Health Concerns: If you experience illness, seek medical attention and retain all evidence
• Investigation: We will investigate all reports thoroughly and take corrective action
• No Time Limit: Reports of safety issues are accepted beyond normal refund timeframes
• Additional Compensation: May be provided for verified safety incidents at management discretion