Refund Policy

At Imos, we are committed to delivering a satisfying dining experience with every order. We understand that issues may occasionally arise, and this Refund Policy outlines your rights, our obligations, and the procedures for requesting refunds, cancellations, or exchanges. Please read this policy carefully before placing an order through our website at imos-pizzza.click.

This policy is governed by applicable United States federal and state consumer protection laws, including guidelines established by the Federal Trade Commission (FTC) under the FTC Act. By placing an order with us, you agree to the terms set forth in this Refund Policy.

1. Our Commitment to Customer Satisfaction

Imos takes pride in the quality of our food and the service we provide. If you are not completely satisfied with your order, we encourage you to reach out to us promptly. We will make every reasonable effort to address your concern, whether that involves a refund, a replacement, or another appropriate remedy.

Our customer satisfaction team is trained to handle complaints with care and professionalism. We value every customer and aim to resolve all refund-related matters fairly and efficiently.

2. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund if one or more of the following conditions apply to your order:

• Incorrect Order: You received items that differ from what you ordered, including wrong toppings, sizes, or items not included in your order.
• Missing Items: One or more items from your order were not included in your delivery or pickup.
• Food Quality Issues: The food was delivered in an unsatisfactory condition, such as being undercooked, overcooked, or containing foreign objects.
• Order Not Received: Your order was never delivered and cannot be confirmed as received by our delivery team or third-party delivery partner.
• Significant Delay: Your order was delivered more than 45 minutes beyond the estimated delivery time, resulting in food that was no longer suitable for consumption.
• Duplicate Charges: You were charged more than once for the same order due to a technical or billing error.
• Allergic Reaction Risk: Your order contained an allergen that you specifically requested be excluded, and this error was made on our part.

Refund eligibility will be assessed on a case-by-case basis. Imos reserves the right to request photographic evidence or other documentation to support a refund claim.

3. Timeframes for Refund Requests

To ensure your refund request is processed, please adhere to the following timeframes:

Requests submitted after these timeframes may not be eligible for a refund. However, we encourage you to contact us regardless, and we will do our best to assist you.

4. Non-Refundable Items and Services

The following are generally not eligible for refunds:

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

Follow the steps below to submit a refund request:

1. Step 1 – Gather Your Information: Have your order confirmation number, the date and time of the order, and a clear description of the issue ready before contacting us.
2. Step 2 – Document the Issue: If the issue relates to food quality, incorrect items, or missing items, take clear photographs as supporting evidence. This will help us process your request faster.
3. Step 3 – Contact Us: Reach out to our customer support team via email at [email protected] or visit our website at imos-pizzza.click. Please use the subject line "Refund Request – [Your Order Number]" when sending an email.
4. Step 4 – Provide Details: In your message, include your full name, contact information, order number, a description of the problem, and any photographic evidence.
5. Step 5 – Await Confirmation: You will receive an acknowledgment of your refund request within 1–2 business days. Our team may follow up with additional questions if needed.
6. Step 6 – Resolution: Once your request has been reviewed and approved, we will notify you of the refund amount and method. Refunds will be issued within the timeframes described in Section 6 of this policy.

6. Refund Processing Times by Payment Method

Once your refund has been approved, the time it takes to receive your funds depends on your original payment method:

Please note that while we process refunds promptly on our end, the actual time for funds to appear in your account may vary depending on your financial institution or payment provider. Imos is not responsible for additional delays caused by third-party payment processors or banks.

7. 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 a portion of the order was incorrect, missing, or unsatisfactory, while the remainder of the order was delivered correctly.
• A food quality issue affected only part of the order.
• The customer consumed a significant portion of the food before raising a complaint, and the issue was limited to a specific item.
• A promotional discount was applied to the order, and the refund is calculated based on the actual amount paid rather than the full menu price.
• The customer elected to keep part of the order while returning or reporting an issue with other items.

The amount of any partial refund will be determined by our customer service team based on a fair assessment of the situation. We will communicate the partial refund amount to you clearly before processing.

8. Exchange Policy

In many cases, we may offer to replace or re-prepare an incorrect or unsatisfactory item rather than issuing a monetary refund. This option may be preferable when:

• The original error can be corrected quickly and a new item delivered within a reasonable timeframe.
• The customer prefers a replacement over a refund.
• The order was picked up in-store and an immediate replacement can be prepared on-site.

To request an exchange or replacement, please contact us at [email protected] as soon as possible. Replacement orders are subject to availability and operating hours. Exchanges are handled at the discretion of Imos management and are offered as a courtesy to our customers.

Please note that we cannot guarantee exchanges for orders placed through third-party delivery platforms. In such cases, please contact the relevant delivery platform directly for their specific policies.

9. Cancellation Policy

Because food orders are prepared quickly after being placed, our cancellation window is limited. The following rules apply to order cancellations:

10. Dispute Resolution Process

If you are not satisfied with the resolution offered by our customer service team, you have the following options to escalate or resolve the dispute:

10.1 Internal Escalation

Request that your case be reviewed by a senior member of our customer service team or management. You can do so by replying to your refund email thread and requesting escalation. We aim to resolve all escalated complaints within 5 business days.

10.2 Chargeback Through Your Bank

If you believe you have been charged incorrectly and we have been unable to resolve the matter, you have the right to contact your bank or credit card issuer to initiate a chargeback process under applicable U.S. consumer protection regulations. We encourage customers to contact us before initiating a chargeback, as we are committed to resolving legitimate disputes directly.

10.3 FTC Complaint

If you believe our practices violate consumer protection laws, you may file a complaint with the Federal Trade Commission (FTC) at ftc.gov. The FTC enforces laws against unfair or deceptive business practices in the United States.

10.4 State Consumer Protection Agencies

Depending on your state of residence, you may also contact your state's Attorney General office or a local consumer protection agency. These agencies can provide guidance and investigate complaints against businesses operating in their jurisdiction.

10.5 Alternative Dispute Resolution

For disputes that cannot be resolved through direct communication, Imos is open to engaging in informal mediation or arbitration as an alternative to litigation. Please contact us at [email protected] to discuss this option.

11. Third-Party Delivery Platforms

If your order was placed through a third-party delivery platform (such as DoorDash, Uber Eats, Grubhub, or similar services), please be aware that the refund and cancellation policy of that platform may apply in addition to or instead of this policy. We recommend reviewing the relevant platform's terms before requesting a refund through us.

In cases where the error was made by the delivery platform or their driver, Imos may direct you to resolve the matter with the platform directly. However, if the error originated in our kitchen, we will take full responsibility and issue an appropriate remedy.

12. Changes to This Refund Policy

Imos reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on our website at imos-pizzza.click with the updated effective date. Continued use of our services after such changes constitutes your acceptance of the revised policy. We encourage you to review this page periodically to stay informed of any updates.

13. Contact Information for Refund Requests

For all refund-related inquiries, cancellation requests, or complaints, please contact us through any of the following channels:

Our customer support team is available during regular business hours. We aim to respond to all refund inquiries within 1–2 business days. For urgent matters, please mark your email with "URGENT" in the subject line.