Refund Policy

1. Overview

At Imos Pizza, customer satisfaction is our top priority. We take pride in serving the finest St. Louis style pizza with our signature Provel cheese, and we stand behind every order we prepare. This Refund Policy outlines our commitment to ensuring you have a positive experience with us.

This policy applies to all orders placed through our website, mobile app, phone orders, and in-store purchases. By placing an order with Imos Pizza, you acknowledge and agree to the terms outlined in this Refund Policy.

2. Eligibility for Refunds

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

Timeframe Requirements

• Immediate Issues: Refund requests for incorrect orders, missing items, or quality concerns must be reported within 2 hours of delivery or pickup
• Food Quality: Complaints regarding food quality, temperature, or freshness must be made within 1 hour of receiving your order
• Billing Errors: Requests for refunds due to billing discrepancies must be submitted within 7 days of the transaction date
• Pre-paid Orders: Cancellations of pre-paid orders for future dates must be made at least 24 hours before the scheduled preparation time

Documentation Requirements

• Valid proof of purchase (receipt, order confirmation email, or order number)
• Photographic evidence for quality-related complaints (when applicable)
• Original payment method information for processing the refund
• Contact information for follow-up communication

Issue Type	Timeframe	Documentation	Eligibility
Wrong Order	Within 2 hours	Photo + Receipt	Eligible
Missing Items	Within 2 hours	Receipt	Eligible
Quality Issues	Within 1 hour	Photo + Receipt	Eligible
Late Delivery	Same day	Receipt	Partial Credit
Change of Mind	After preparation	N/A	Not Eligible

3. Non-Refundable Items

The following items and situations are not eligible for refunds:

• Change of Mind: Orders that have already been prepared or are in preparation cannot be refunded due to a change of mind
• Custom Orders: Specially customized items made to your specific requirements (unless they don't match your specifications)
• Promotional Items: Free items, promotional giveaways, or bonus items included with your order
• Gift Cards: Purchased gift cards are non-refundable but may be transferred to another person
• Partially Consumed Orders: Items that have been substantially consumed (more than 25% eaten) are not eligible for refunds
• Delayed Complaints: Issues reported after the specified timeframes have elapsed
• Third-Party Deliveries: Orders placed through third-party delivery services (DoorDash, UberEats, etc.) must be disputed through those platforms
• Incorrect Customer Information: Orders that could not be delivered due to incorrect address or contact information provided by the customer

4. Refund Process

Follow these steps to request a refund from Imos Pizza:

1. 1 Contact Us Immediately
   Call our customer service hotline at +1 504-581-3467 or email [email protected] as soon as you identify an issue with your order. The sooner you contact us, the faster we can resolve the problem.
2. 2 Provide Order Details
   Have your order number, date of purchase, and payment method ready. This information can be found on your receipt or order confirmation email.
3. 3 Describe the Issue
   Clearly explain what went wrong with your order. Be specific about missing items, quality concerns, or other issues you experienced.
4. 4 Submit Documentation
   If applicable, take photos of the issue and send them to our customer service team. This helps us verify the problem and process your request faster.
5. 5 Await Confirmation
   Our team will review your request within 24-48 business hours and contact you with a resolution. We may offer a refund, replacement, or store credit depending on the situation.
6. 6 Receive Your Refund
   Once approved, your refund will be processed to your original payment method within 5-10 business days, depending on your bank or card issuer.

5. Refund Methods

Refunds are processed using the following methods based on your original payment:

Credit/Debit Card Payments

Refunds will be credited back to the same card used for the original purchase. Please allow 5-10 business days for the refund to appear on your statement after approval. The exact timing depends on your card issuer's processing times.

Cash Payments

For cash payments made at our locations, refunds can be issued as:

• Cash refund (must be collected in person at the original location with receipt)
• Store credit added to your Imos Pizza account
• Gift card for the refund amount

Digital Wallet Payments

Payments made through Apple Pay, Google Pay, or similar services will be refunded to the same digital wallet. Processing time is typically 3-5 business days.

Store Credit

In some cases, we may offer store credit instead of a monetary refund. Store credit:

• Never expires
• Can be used on any menu item
• Is linked to your account or issued as a physical card
• Cannot be redeemed for cash

6. Exchanges

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

When Exchanges Are Available

• Wrong Items: If you received incorrect items, we'll send the correct order at no additional charge
• Quality Issues: Items that don't meet our quality standards will be replaced immediately
• Preparation Errors: Orders prepared incorrectly (wrong toppings, cooking preference, etc.) qualify for exchanges

Exchange Process

Exchanges are typically faster than refunds:

1. Contact us within 1 hour of receiving your order
2. We'll verify the issue and approve the exchange
3. A replacement order will be prepared and delivered/ready for pickup
4. You may keep or return the original items (we'll let you know)

Upgrade Options

When exchanging items, you have the option to upgrade your order by paying any price difference. This is a great opportunity to try something new!

7. Damaged or Defective Items

We take extra care in preparing and packaging your order, but if something arrives damaged or defective, here's what you should do:

Definition of Damaged/Defective

• Pizza or food items that are crushed, dropped, or visibly damaged during delivery
• Items that arrived at an unsafe temperature (cold when should be hot, or vice versa)
• Contaminated food or foreign objects found in your order
• Packaging that has been opened, tampered with, or compromised
• Food that shows signs of spoilage or is past its freshness date

Immediate Actions

1. Do Not Consume: If you suspect contamination or tampering, do not eat the food
2. Document the Issue: Take clear photographs of the damaged items and packaging
3. Preserve Evidence: Keep the items in their original condition until instructed otherwise
4. Contact Us Immediately: Call +1 504-581-3467 right away

Resolution for Damaged Items

For confirmed damaged or defective items, you are entitled to:

• Full refund of the affected items
• Free replacement order delivered as priority
• Additional store credit as a gesture of goodwill (at manager's discretion)
• Delivery fee refund if the entire order was affected

8. Contact Information

Our customer service team is here to help you with any refund requests or concerns. Please don't hesitate to reach out:

Response Times

• Phone: Immediate assistance during business hours
• Email: Response within 24 hours
• Social Media: Response within 2-4 hours during business hours
• Contact Form: Response within 24-48 hours

For urgent matters regarding food safety or immediate order issues, we recommend calling us directly for the fastest resolution.