Refund Policy

Overview

At Imos Pizza, we are committed to providing exceptional food and service to every customer. We understand that sometimes circumstances may require a refund, and we want to make this process as straightforward as possible while maintaining fairness for all parties involved.

This refund policy outlines the terms and conditions under which refunds may be requested and processed. By placing an order with Imos Pizza, you acknowledge that you have read, understood, and agree to be bound by this policy.

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
• Valid Reason: Order was incorrect, damaged, cold upon delivery, or significantly delayed beyond estimated time
• Proof of Purchase: Valid order receipt or confirmation number must be provided
• Order Status: Order must have been completed and payment processed
• Communication: Customer must contact us before disposing of the food items in question
• Documentation: Photos may be required for quality-related refund requests

We reserve the right to verify the legitimacy of refund requests and may require additional information or documentation to process your claim.

Non-Refundable Items and Situations

The following items and situations are not eligible for refunds:

• Change of Mind: Orders cancelled due to customer preference changes after preparation has begun
• Gift Cards: All gift card purchases are final and non-refundable
• Promotional Items: Free items received as part of promotions or discounts
• Customized Orders: Specially customized pizzas that were prepared according to customer specifications
• Delivery Fees: Delivery charges are non-refundable unless the delivery was not completed
• Late Refund Requests: Claims submitted more than 24 hours after delivery
• Partial Consumption: Orders that have been partially consumed without valid quality concerns
• Third-Party Orders: Orders placed through third-party delivery platforms (subject to their policies)

Refund Request Process

To request a refund, please follow these steps:

• Step 1: Contact us immediately via phone at +1 202-915-9004 or email at [email protected]
• Step 2: Provide your order confirmation number and receipt
• Step 3: Explain the reason for your refund request in detail
• Step 4: If requested, provide photos of the food items in question
• Step 5: Allow our customer service team to review your request within 24 hours
• Step 6: Follow any additional instructions provided by our team
• Step 7: Receive confirmation of refund approval and processing timeline

Refund Methods and Timeframes

Approved refunds will be processed using the following methods:

• Original Payment Method: Refunds will be issued to the same payment method used for the original purchase
• Credit/Debit Cards: 3-5 business days to appear on your statement
• Cash Payments: Cash refunds available immediately at the restaurant location
• Digital Wallets: 1-3 business days depending on the service provider
• Store Credit: Available as an alternative option, valid for 12 months

Processing times may vary depending on your financial institution. We will provide you with a refund confirmation number for your records once the refund has been initiated.

Exchanges vs. Refunds

In many cases, we prefer to offer exchanges rather than refunds to ensure you receive the quality meal you ordered:

• Order Remake: We can remake your order at no additional charge
• Substitute Items: Exchange for different menu items of equal or lesser value
• Store Credit: Receive credit for future orders with extended validity
• Upgrade Options: Upgrade to premium items with minimal additional cost

Our team will discuss the best solution for your specific situation and work with you to find a resolution that meets your needs.

Damaged or Defective Items

Special considerations apply to orders that arrive damaged or with quality issues:

• Immediate Contact: Contact us within 30 minutes of delivery for damaged items
• Photo Documentation: Photos of damaged items help expedite the refund process
• Full Refund Eligibility: Significantly damaged orders qualify for full refunds
• Delivery Issues: Items damaged during delivery are eligible for immediate replacement
• Temperature Issues: Cold food upon delivery qualifies for refund or remake
• Missing Items: Incomplete orders can be refunded for missing items or completed at no charge

Contact Information for Refund Requests

For all refund requests and customer service inquiries, please contact us using the information below:

Important: When contacting us about a refund, please have your order confirmation number, receipt, and a detailed description of the issue ready. This will help us process your request more efficiently.

We appreciate your business and strive to resolve all refund requests fairly and promptly. Your feedback helps us improve our service for all customers.