Refund Policy

Effective Date: January 1, 2026

1. Overview

At Imos Pizza, we are committed to ensuring complete customer satisfaction with every order. We understand that occasionally you may need to request a refund for your purchase. This Refund Policy outlines our commitment to resolving any issues with your order promptly and fairly.

We take pride in the quality of our food and service, and we want every customer to have an exceptional experience. If for any reason you are not completely satisfied with your order, we encourage you to contact us immediately so we can make it right.

2. Refund Eligibility

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

Timeframe Requirements

• Food Orders: Refund requests must be made within 2 hours of delivery or pickup
• Catering Orders: Refund requests must be made within 24 hours before the scheduled delivery date
• Online Gift Cards: Refund requests must be made within 48 hours of purchase
• Promotional Items: Refund requests must be made within 24 hours of purchase

Condition Requirements

• Food items must be substantially uneaten (more than 75% remaining)
• Items must be in their original packaging where applicable
• Temperature-sensitive items must be returned within appropriate time limits
• Custom or personalized orders may have different requirements

Documentation Requirements

• Valid proof of purchase (receipt, order confirmation, or transaction ID)
• Clear description of the issue or reason for refund
• Photos of the product (if applicable for quality issues)
• Contact information for follow-up

3. Non-Refundable Items

The following items and services are generally not eligible for refunds:

• Consumed Food Items: Any food items that have been substantially consumed (less than 75% remaining)
• Custom Orders: Specially prepared items made to customer specifications
• Delivery Fees: Third-party delivery charges and convenience fees
• Promotional Discounts: Discounted items purchased during special promotions may have limited refund eligibility
• Digital Products: Downloaded or accessed digital coupons and vouchers
• Perishable Items: Items that have exceeded safe consumption time limits
• Event Catering: Orders that have been delivered and served at events
• Change of Mind: Orders cancelled due to personal preference after preparation has begun

Special Circumstances

We may make exceptions to our non-refundable items policy in cases of:

• Documented food safety issues
• Incorrect order fulfillment on our part
• Significant delays beyond our control
• Quality issues that affect food safety

4. Refund Process

To request a refund, please follow these steps:

Step 1: Contact Us Immediately

• Call us at +16 472 957 5981 during business hours
• Email us at [email protected] with your order details
• Visit our location at 2944 E 12th St Unit A, Austin, TX 78702, USA
• Use our website contact form for non-urgent requests

Step 2: Provide Required Information

• Your full name and contact information
• Order number or receipt information
• Date and time of purchase
• Detailed description of the issue
• Photos of the items (if quality-related)

Step 3: Return Process (if applicable)

• Keep items in original condition until instructed
• Return items to our location if requested
• Allow our team to inspect the items if necessary
• Provide any additional documentation requested

Step 4: Processing

• We will review your request within 24-48 hours
• You will receive confirmation of your refund approval or denial
• Approved refunds will be processed according to our refund timeline
• You will receive confirmation when the refund is issued

5. Refund Methods and Timeline

Payment Method

Refunds will be issued to the original payment method used for the purchase:

• Credit/Debit Cards: Refunded to the original card
• Cash Purchases: Cash refund available at our location
• Digital Wallets: Refunded to the original wallet account
• Gift Cards: Refunded as store credit or new gift card

Processing Timeline

• Cash Refunds: Immediate upon approval
• Credit/Debit Cards: 3-5 business days
• Digital Wallets: 1-3 business days
• Bank Transfers: 5-7 business days

Note: Processing times may vary depending on your financial institution and may take longer during holidays or weekends.

6. Exchanges Policy

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

Exchange Options

• Like-for-Like Exchange: Replace incorrect or unsatisfactory items with the same product
• Alternative Selection: Choose a different menu item of equal or lesser value
• Store Credit: Receive credit for future purchases
• Redelivery: Fresh preparation and delivery of your original order

Exchange Process

• Exchanges can be processed immediately upon approval
• No additional charges for exchanges of equal value
• Price differences will be refunded or charged accordingly
• Exchange items will be prepared fresh

7. Damaged or Defective Items

We take special care with orders that arrive damaged or do not meet our quality standards:

Immediate Action

• Document the Issue: Take photos before consuming any portion
• Contact Us Immediately: Call within 1 hour of receipt
• Preserve the Items: Keep items available for inspection
• Provide Details: Describe the specific quality issue

Quality Issue Categories

• Temperature Issues: Cold food that should be hot, melted items
• Preparation Errors: Wrong toppings, missing ingredients, overcooking
• Packaging Damage: Spilled contents, damaged containers
• Food Safety Concerns: Items that appear spoiled or contaminated

Resolution for Damaged Items

• Full refund for safety-related issues
• Immediate replacement for quality issues
• Complimentary redelivery if needed
• Additional compensation for significant inconvenience

8. Contact Information for Refund Requests

For the fastest resolution of your refund request, please contact us using the most appropriate method:

Information to Include

When contacting us for a refund, please provide:

• Full name and phone number
• Order number or receipt
• Date and time of purchase
• Specific items requiring refund
• Reason for refund request
• Photos (if applicable)
• Preferred refund method

Emergency Food Safety Issues: If you have concerns about food safety or have experienced illness after consuming our products, please contact us immediately at +16 472 957 5981 and consider consulting with a healthcare provider.

9. Policy Updates

This Refund Policy may be updated periodically to reflect changes in our practices or legal requirements. The effective date at the top of this policy indicates when it was last revised. Continued use of our services after any changes constitutes acceptance of the updated policy.

10. Dispute Resolution

If you are not satisfied with the resolution of your refund request, you may escalate the matter by:

• Requesting to speak with a manager
• Submitting a formal complaint in writing
• Contacting relevant consumer protection agencies
• Seeking mediation through appropriate channels

We are committed to resolving all customer concerns fairly and promptly, and we appreciate your business and feedback.