Refund Policy

Effective Date: April 3, 2026 | Last Updated: April 3, 2026

At Imos Pizza, we are committed to delivering a high-quality food experience to every customer. We understand that situations may arise where an order does not meet your expectations, and we want to ensure that any concerns are addressed fairly and promptly. This Refund Policy outlines your rights and our obligations with respect to refunds, cancellations, exchanges, and dispute resolution in connection with orders placed through our website at chick-imos.digital.

This policy is governed by applicable United States federal and state consumer protection laws, including the Federal Trade Commission Act (FTC Act), which prohibits unfair or deceptive acts or practices in commerce. Where applicable, California residents may also have additional rights under the California Consumer Privacy Act (CCPA/CPRA) and other California consumer protection statutes.

1. Eligibility Conditions for Refunds

We want every order to be exactly what you expected. Refunds may be issued under the following conditions:

• Incorrect Order: You received an item or items that were different from what you ordered as confirmed in your order summary.
• Missing Items: One or more items listed on your receipt or confirmation email were not included in your delivery or pickup order.
• Food Quality Issues: The food received was undercooked, spoiled, contaminated, or otherwise unfit for consumption. We take food safety seriously and will investigate all quality-related complaints thoroughly.
• Delivery Not Received: You paid for a delivery order that was never delivered to you and you did not receive any notification of cancellation or failed delivery attempt.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical error on our platform.
• Authorized Cancellations: Your order was cancelled within the permitted cancellation window as described in Section 8 of this policy.

All refund requests are subject to review and verification by our customer service team. We reserve the right to request photographic evidence or other documentation to support your claim before issuing any refund.

2. Timeframes for Refund Requests

To be eligible for a refund, you must contact us within the timeframes specified below:

Refund requests submitted outside of these timeframes may not be honored at our discretion. We encourage customers to inspect their orders promptly upon receipt and to contact us as soon as any issue is identified.

3. Non-Refundable Items and Services

Not all purchases are eligible for a refund. The following items and circumstances are generally non-refundable:

• Orders that have been consumed: If you have consumed a significant portion of your order before reporting an issue (except in cases of genuine food safety concerns), a refund may not be issued.
• Customization errors by the customer: If an error in the order was made by the customer during the ordering process (e.g., selecting the wrong size, toppings, or crust type), we are not obligated to issue a refund, though we will make reasonable efforts to resolve your concern.
• Change of mind: Refunds are not issued simply because a customer changed their mind after the order was prepared or delivered.
• Promotional and discounted items: Items purchased using promotional codes, special discounts, or as part of limited-time offers may be non-refundable unless there is a verified quality or accuracy issue.
• Gift cards and store credit: Purchased gift cards and store credits are non-refundable and non-transferable.
• Delivery fees: Delivery fees are generally non-refundable unless the delivery was not completed due to an error on our part.
• Service fees and platform charges: Third-party service fees or platform processing fees may not be refundable depending on the payment method used.

4. How to Request a Refund

To request a refund, please follow the step-by-step process outlined below. Completing all steps accurately will help us process your request as quickly as possible.

1. Step 1 – Gather Your Order Information: Locate your order confirmation email or receipt. Have your order number, the date and time of your order, and the items in question ready before contacting us.
2. Step 2 – Document the Issue: If applicable, take clear photographs of the incorrect, missing, or unsatisfactory food items. This documentation will help us investigate your claim efficiently.
3. Step 3 – Contact Our Customer Service Team: Reach out to us through one of the following channels:
   • Email: [email protected]
   • Website: chick-imos.digital
4. Step 4 – Provide a Description of the Issue: In your message, include your full name, order number, a clear description of the problem, and any supporting photographs or documentation.
5. Step 5 – Await Confirmation: Our customer service team will acknowledge your refund request within 1–2 business days. We may follow up with additional questions or requests for documentation.
6. Step 6 – Refund Decision: Once your request has been reviewed and verified, we will notify you of our decision via the email address associated with your order. If a refund is approved, it will be processed according to the timelines described in Section 5.

5. Refund Processing Times by Payment Method

Once a refund has been approved, the processing time will depend on your original payment method. Please refer to the table below for estimated timelines:

Please note that while we process refunds promptly on our end, your bank or financial institution may take additional time to post the refund to your account. We are not responsible for delays caused by third-party payment processors or financial institutions.

6. Partial Refunds

In certain situations, a partial refund may be issued rather than a full refund. Partial refunds may apply under the following circumstances:

• Only some items in your order were incorrect or missing, and the remaining items were received correctly.
• A food quality issue affected only a portion of your order.
• The customer consumed part of an order before identifying an issue that would otherwise be refundable.
• A delivery was partially completed (e.g., some items delivered, others not).
• Promotional discounts or coupons were applied to the order, affecting the refundable amount.

In the case of a partial refund, we will clearly communicate to you the amount being refunded and the reason for the partial amount. If you disagree with the partial refund determination, you may escalate your concern through our dispute resolution process outlined in Section 9.

7. Exchange Policy

Due to the perishable nature of food products, traditional item exchanges are not always possible. However, we are committed to making things right. Our exchange options include the following:

• Replacement Order: If your order was incorrect or a quality issue is confirmed, we may offer to prepare and deliver or make available a replacement order at no additional charge, subject to availability and operating hours.
• Store Credit: In lieu of a cash refund or replacement, we may offer store credit of equivalent value, which can be applied to a future order on chick-imos.digital.
• In-Store Resolution: For orders placed directly at one of our locations, a store manager may offer an in-store exchange or replacement at their discretion.

Exchanges are subject to the same eligibility conditions and timeframes as refunds. We cannot guarantee a replacement order in all circumstances, particularly during peak hours or if certain menu items are temporarily unavailable.

8. Cancellation Policy

We begin preparing your order shortly after it is placed, which limits our ability to accommodate cancellations. Please review our cancellation terms carefully:

8.1 Online Orders

• Cancellations are only accepted within 5 minutes of placing your order online, provided that food preparation has not yet begun.
• After the 5-minute window, cancellations may not be possible if the order is already being prepared.
• To request a cancellation, contact us immediately at [email protected] with your order number and cancellation request.

8.2 Catering and Large Group Orders

• Catering orders and large group orders may be cancelled without charge if notice is given at least 24 hours before the scheduled fulfillment time.
• Cancellations made less than 24 hours before the scheduled time may be subject to a cancellation fee of up to 50% of the total order value to cover preparation costs already incurred.
• Cancellations made less than 2 hours before the scheduled time may not be refunded.

8.3 Cancellations by Imos Pizza

We reserve the right to cancel orders due to circumstances beyond our control, including but not limited to severe weather, ingredient unavailability, staffing issues, or technical errors. In such cases, you will receive a full refund of any amounts paid, processed within the standard timeframes described in Section 5.

9. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, you have the right to escalate your concern. We encourage customers to first attempt to resolve any dispute directly with our team before pursuing external remedies.

9.1 Internal Escalation

If your initial refund request was denied or you believe the resolution offered was inadequate, you may request an escalation to a senior member of our customer service team by emailing [email protected] with the subject line "Refund Dispute Escalation." Please include your original request details and the reason you are disputing the decision. We will respond within 3–5 business days.

9.2 Chargeback Rights

You retain the right to dispute charges with your bank or credit card issuer under applicable regulations. If you initiate a chargeback, we may provide transaction records and supporting documentation to your financial institution. We encourage you to contact us before initiating a chargeback, as we are often able to resolve issues more quickly through direct communication.

9.3 Consumer Protection Agencies

If you believe your consumer rights have been violated, you may file a complaint with:

• Federal Trade Commission (FTC): www.ftc.gov
• Your State Attorney General's Office
• Better Business Bureau (BBB): www.bbb.org

9.4 Governing Law

This Refund Policy and any disputes arising from it shall be governed by the laws of the United States and the applicable laws of the state in which the transaction occurred. Any legal proceedings shall be conducted in the appropriate courts of jurisdiction.

10. Contact Information for Refund Requests

For all refund-related inquiries, cancellations, and disputes, please contact our customer service team using the information below. We are committed to responding to all inquiries in a timely and professional manner.

When contacting us, please include the following information to help us process your request efficiently:

• Your full name
• Your order number
• The date and time your order was placed
• A clear description of the issue
• Supporting photographs (if applicable)
• Your preferred resolution (refund, replacement, or store credit)

11. Policy Updates

Imos Pizza reserves the right to update or modify this Refund Policy at any time without prior notice. Any changes will be effective immediately upon posting to our website at chick-imos.digital. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage you to review this policy periodically to stay informed of any changes. Your continued use of our website or services following any updates constitutes your acceptance of the revised policy.