Refund Policy

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

1. Introduction

This Refund Policy applies to all orders placed through our website at chick-imos.rest, by phone, or in person at our location. By placing an order with Imos Pizza, you agree to the terms outlined in this policy. We encourage you to read this document carefully before completing any purchase.

We understand that issues may occasionally arise with food orders — whether related to quality, accuracy, or delivery. Our goal is to resolve every concern fairly and promptly. This policy is designed to protect both our customers and our business in accordance with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act and relevant state food service regulations.

2. Eligibility Conditions for Refunds

A refund request may be considered eligible under the following circumstances:

• Incorrect Order: You received items that are different from what you ordered.
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food was undercooked, overcooked, spoiled, or otherwise unfit for consumption upon receipt.
• Allergen Concerns: The order contained ingredients that were explicitly requested to be excluded due to allergy needs, and the omission was confirmed at the time of ordering.
• Delivery Not Received: Your delivery order was confirmed as placed and paid but never arrived and was not delivered by the estimated delivery window.
• Duplicate Charges: You were charged more than once for the same order due to a technical or processing error.

3. Timeframes for Refund Requests

To be eligible for a refund, you must notify us within the following timeframes:

Requests submitted outside of these windows may not be eligible for a refund, at the sole discretion of Imos Pizza management. We encourage all customers to inspect their orders promptly upon receipt.

4. Non-Refundable Items and Services

The following items and scenarios are not eligible for refunds:

• Orders that have been partially or fully consumed (except in cases of verified food safety issues)
• Customized orders where all requested modifications were correctly applied
• Delivery fees and service charges, unless the delivery was not completed
• Promotional or discounted items purchased as part of a limited-time offer (unless the item is defective or incorrect)
• Gift cards or store credit previously issued
• Orders where the customer provided an incorrect delivery address and the food was delivered to that address
• Delays caused by circumstances beyond our control, such as severe weather, traffic, or third-party delivery service issues
• Requests made after the applicable refund window has expired

5. How to Request a Refund (Step-by-Step)

To submit a refund request with Imos Pizza, please follow these steps:

1. Step 1 – Gather Your Order Information
   Locate your order confirmation number, receipt, or transaction ID. This helps us quickly locate your order in our system.
2. Step 2 – Document the Issue
   If applicable, take clear photographs of the incorrect, missing, or unsatisfactory items. Visual documentation greatly speeds up the review process.
3. Step 3 – Contact Us
   Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: chick-imos.rest
4. Step 4 – Provide Details
   In your message, include your full name, contact information, order number, the nature of your complaint, and any supporting photos or documentation.
5. Step 5 – Await Review
   Our team will review your request and respond within 1–3 business days. We may contact you for additional information if needed.
6. Step 6 – Resolution Confirmation
   Once your refund is approved, you will receive a confirmation email with the details of the refund amount and the expected processing timeline.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes for the funds to appear in your account depends on your original payment method:

Please note that while we process refunds promptly on our end, financial institutions and payment processors may take additional time to reflect the credit in your account. Imos Pizza is not responsible for delays caused by third-party payment processors.

7. Partial Refunds

In some circumstances, a partial refund may be issued rather than a full refund. Conditions under which a partial refund may apply include:

• Only one or a few items in a larger order were incorrect or missing
• The order was partially consumed before the quality issue was discovered
• A discount or coupon was applied to the original order, and the refund will reflect the adjusted price paid
• A delivery fee is non-refundable but the food portion of the order is being refunded
• A service charge or processing fee was applied and is not subject to refund

The amount of any partial refund will be communicated to the customer clearly in writing via email before processing.

8. Exchange Policy

Imos Pizza offers order exchanges under the following conditions:

• If you received the wrong item, we will prepare and deliver or make available the correct item at no additional charge, subject to availability and operational hours.
• Exchanges are only available for items that were prepared incorrectly or are factually different from what was ordered — not for preference-based reasons.
• An exchange request must be made within 2 hours of receiving the original order.
• Exchanges may be offered as an alternative to a monetary refund at our discretion, depending on the nature of the issue.
• Perishable food items cannot be returned to our kitchen for food safety and hygiene reasons. Exchanges will be freshly prepared.

9. Cancellation Policy

We understand that plans can change. Our cancellation policy is as follows:

9.1 Online and Phone Orders

• Before Preparation Begins: Orders cancelled before our kitchen has started preparation are eligible for a full refund.
• After Preparation Has Begun: Once your order has entered the preparation stage, cancellations may not be possible. A partial refund or store credit may be offered at our discretion.
• After Dispatch for Delivery: Orders that have already been dispatched for delivery cannot be cancelled. The customer may be eligible for a partial refund if there is a verified issue with the order upon receipt.

9.2 In-Store Orders

In-store orders, once placed and accepted, are generally non-cancellable due to the immediate nature of food preparation. Please confirm your order carefully before finalizing it with our staff.

9.3 Catering and Large Orders

For catering orders or bulk orders above a certain dollar amount:

• Cancellations made more than 48 hours in advance of the scheduled delivery or pickup time are eligible for a full refund.
• Cancellations made between 24 and 48 hours in advance may be subject to a cancellation fee of up to 25% of the total order value.
• Cancellations made less than 24 hours in advance may result in a cancellation fee of up to 50% of the total order value, as ingredients and labor are already committed.

10. Dispute Resolution Process

In the event that a refund request is denied and you disagree with our decision, the following dispute resolution steps are available to you:

1. Step 1 – Internal Appeal: Contact us directly at [email protected] to request a secondary review of your case. Please provide any additional evidence or information that was not included in your original request. Include "Refund Dispute – Appeal" in your subject line.
2. Step 2 – Management Review: Your appeal will be escalated to a senior team member or manager for independent review. You will receive a response within 5 business days.
3. Step 3 – Credit Card Chargeback: If you paid by credit card or debit card and believe a refund is warranted, you have the right to contact your card issuer or bank to initiate a chargeback. Note that chargeback procedures are governed by your card issuer's terms and conditions and applicable banking regulations.
4. Step 4 – Consumer Protection Agencies: Customers in the United States have the right to file complaints with the Federal Trade Commission (FTC) at ftc.gov or with their state's consumer protection office if they believe consumer protection laws have been violated.

We are committed to resolving all disputes in a fair, transparent, and timely manner. We strongly encourage customers to contact us directly before pursuing external dispute resolution channels, as most issues can be resolved quickly through direct communication.

11. Food Safety and Health Concerns

If you experience a food safety concern — including illness or allergic reaction potentially linked to food purchased from Imos Pizza — please:

• Seek appropriate medical attention immediately if needed.
• Contact us as soon as possible at [email protected] with full details of your order and the nature of the concern.
• Retain any remaining food items and packaging, as these may be needed for investigation purposes.

Food safety complaints are taken with the utmost seriousness and are handled as a priority by our management team. Refunds for verified food safety issues will be processed as a matter of urgency.

12. Changes to This Policy

Imos Pizza reserves the right to modify this Refund Policy at any time. Updates will be posted on our website at chick-imos.rest with a revised effective date. Continued use of our services after any changes to this policy constitutes acceptance of those changes. We encourage you to review this policy periodically.

13. Contact Information

For all refund requests, questions, or concerns related to this policy, please contact us using the information below: