Refund Policy

Effective Date: April 15, 2026  |  Last Updated: April 15, 2026

1. Introduction

At Imos Pizza (hereinafter referred to as "we," "us," "our," or "the Company"), we take great pride in delivering high-quality food and an exceptional customer experience. We understand that there may be occasions when an order does not meet your expectations, arrives incorrectly, or must be cancelled for various reasons. This Refund Policy has been established to ensure a clear, fair, and transparent process for all customers who wish to request a refund, exchange, or cancellation.

This policy applies to all orders placed through our website chicken-imos.click, by phone, or through any other official ordering channel operated by Imos Pizza. By placing an order with us, you acknowledge that you have read, understood, and agreed to the terms outlined in this Refund Policy.

This policy is governed by applicable United States federal and state consumer protection laws, including the Federal Trade Commission Act (FTC Act), and any applicable state consumer protection statutes. Customers located in California may have additional rights under the California Consumer Privacy Act (CCPA/CPRA) and applicable state consumer protection regulations.

2. Eligibility Conditions for Refunds

Refunds may be granted under the following circumstances. To be eligible for a refund, your situation must meet at least one of the criteria listed below:

• Incorrect Order: You received an item or items that are different from what you ordered (e.g., wrong toppings, wrong size, wrong crust type).
• Missing Items: One or more items included in your order were not delivered or were absent from your pickup order.
• Food Quality Issues: The food received was of unacceptable quality, including being undercooked, overcooked, spoiled, or otherwise inedible upon reasonable inspection at the time of delivery or pickup.
• Significant Delivery Delay: Your delivery order arrived significantly later than the estimated delivery time provided at checkout, rendering the food unsatisfactory for consumption.
• Duplicate Charges: You were charged more than once for the same order due to a technical or billing error on our part.
• Order Not Delivered: Your delivery order was never received and our records confirm the order was not fulfilled.
• Allergic Reaction or Ingredient Error: You notified us of a specific dietary restriction or allergy at the time of ordering, and the order was prepared without accommodating that restriction, resulting in an incorrect ingredient being included.

We reserve the right to evaluate each refund request on a case-by-case basis. Submission of a refund request does not guarantee that a refund will be issued. All requests are subject to review and verification.

3. Timeframes for Refund Requests

Timely reporting of an issue is essential for us to assess your claim accurately. Please adhere to the following timeframes when submitting a refund request:

Refund requests submitted after these timeframes may not be eligible for consideration. We strongly encourage customers to inspect their orders upon receipt and to contact us immediately if any issue is identified.

4. Non-Refundable Items and Situations

Certain situations and items are not eligible for refunds. Please review the following carefully:

• Orders that have been consumed in full or in significant part without any complaint lodged at the time of consumption.
• Customer remorse or change of mind after an order has been prepared or dispatched.
• Customized or special requests that were fulfilled exactly as specified by the customer.
• Delivery fees, service charges, and tips paid at the time of ordering, unless the order itself was not delivered.
• Orders placed during promotional events, discounted periods, or with coupon codes, unless the order is also otherwise eligible for a refund under this policy.
• Delays caused by circumstances beyond our control, including but not limited to severe weather events, traffic conditions, road closures, or other force majeure events.
• Orders where incorrect delivery addresses were provided by the customer.
• Complaints about food preferences (e.g., "I didn't like the taste") that do not constitute a food quality defect.
• Gift cards or promotional vouchers purchased from Imos Pizza.

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

If you believe you are eligible for a refund, please follow these steps to submit your request:

1. Step 1 – Gather Your Order Information: Locate your order confirmation number, the date and time of the order, the items ordered, and the payment method used. Having this information readily available will help us process your request faster.
2. Step 2 – Document the Issue: If possible, take clear photographs of the incorrect, missing, or defective food items. This documentation supports your claim and allows us to investigate the matter thoroughly.
3. Step 3 – Contact Us: Reach out to our customer service team via email at [email protected] or through our website at chicken-imos.click. In your communication, include your order number, a detailed description of the issue, and any photographic evidence you have gathered.
4. Step 4 – Wait for Confirmation: Upon receiving your refund request, we will send you a confirmation email acknowledging receipt of your claim. Our team will begin reviewing your request within one (1) to two (2) business days.
5. Step 5 – Review and Decision: Our customer service team will evaluate your request against the eligibility criteria outlined in this policy. We may follow up with additional questions or request further documentation. A final decision will be communicated to you within three (3) to five (5) business days of the initial submission.
6. Step 6 – Refund Issuance: If your request is approved, your refund will be processed according to the timelines and methods described in Section 6 of this policy.

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 will depend on your original payment method. Please refer to the table below:

Please note that while we initiate the refund on our end promptly upon approval, the actual timing of the credit appearing in your account is subject to your financial institution's processing times, which are outside of our control. If you have not received your refund within the timeframes listed above, we encourage you to first check with your bank or payment provider before contacting us.

7. Partial Refunds

In certain situations, a partial refund may be more appropriate than a full refund. Partial refunds may be issued under the following conditions:

• Only a portion of the items in your order were incorrect, missing, or of unsatisfactory quality, while the remaining items were delivered correctly and in good condition.
• You consumed a portion of the food before discovering the issue, and only part of the order is being disputed.
• A discount or promotional pricing was applied to part of the order at the time of purchase.
• We determine that a partial remedy is appropriate and fair based on the nature and severity of the issue reported.

The amount of a partial refund will be calculated based on the value of the specific items or portions of the order that are eligible, minus any applicable discounts or fees already applied. We will communicate the partial refund amount to you before processing it, and you may choose to accept the partial refund or escalate the matter through our dispute resolution process outlined in Section 10.

8. Exchange Policy

Where feasible, Imos Pizza may offer an exchange or replacement in lieu of a monetary refund. Exchanges are subject to the following conditions:

• The replacement order must be for the same or equivalent item(s) originally ordered.
• Exchanges are only available for orders placed for delivery or in-store pickup where a replacement can be reasonably prepared and delivered or made available within a reasonable timeframe.
• Exchange requests must be made within two (2) hours of receiving the original order.
• We reserve the right to offer a replacement instead of a monetary refund at our discretion, particularly for cases involving incorrect or missing items.
• If you prefer a monetary refund over a replacement, you may indicate this preference when submitting your request, and we will accommodate this where eligible under this policy.

Exchanges are not available for orders that have been substantially consumed, orders where a food safety risk is present, or situations where a replacement cannot be prepared in a timely and safe manner.

9. Cancellation Policy

Given the nature of our food service business, our ability to accommodate cancellations depends heavily on the stage at which your order is being processed at the time of the cancellation request.

9.1 Cancellation Before Order Preparation Begins

If you contact us to cancel your order before our kitchen staff have begun preparing it, we will cancel the order and issue a full refund. Orders are typically sent to our kitchen immediately upon confirmation, so the window for cancellation before preparation begins is very short, generally within five (5) minutes of placing the order.

9.2 Cancellation After Preparation Has Begun

Once your order is being actively prepared, we are unable to guarantee a full refund. In these cases, we may offer a partial refund or store credit at our discretion, depending on the stage of preparation.

9.3 Cancellation After Dispatch for Delivery

Orders that have already been dispatched for delivery cannot be cancelled. If there is an issue with the order upon receipt, you may still be eligible to submit a refund request under the terms outlined in this policy.

9.4 How to Cancel

To cancel an order, please contact us immediately by email at [email protected] or visit our website at chicken-imos.click. Please include your order number and the reason for cancellation in your message.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund or cancellation request, we encourage you to use the following escalation process before pursuing external remedies:

1. Internal Escalation: Contact our customer service team again and request that your case be escalated to a senior manager or supervisor. Provide any additional information or evidence that supports your claim.
2. Formal Written Complaint: Submit a formal written complaint via email to [email protected] with the subject line "Formal Dispute – [Your Order Number]." We will acknowledge your complaint within two (2) business days and aim to provide a final resolution within ten (10) business days.
3. Third-Party Mediation: If we are unable to reach a mutually agreeable resolution through internal channels, both parties may agree to engage a neutral third-party mediator to assist in resolving the dispute.
4. Consumer Protection Agencies: You have the right to file a complaint with the Federal Trade Commission (FTC) at ftc.gov or with your state's Attorney General's office if you believe your consumer rights have been violated. California residents may also contact the California Department of Consumer Affairs.
5. Chargeback Rights: Nothing in this policy limits your rights to dispute a charge with your credit card company or payment provider. However, we request that you contact us first and allow us the opportunity to resolve the issue before initiating a chargeback, as chargebacks can delay the resolution process.

We are committed to resolving all disputes in a fair and timely manner and value every customer's experience with Imos Pizza.

11. Changes to This Refund Policy

Imos Pizza reserves the right to modify or update this Refund Policy at any time. Any changes will become effective immediately upon posting to our website at chicken-imos.click. We encourage customers to review this policy periodically to stay informed of any updates. Continued use of our services following the posting of changes constitutes your acceptance of the revised policy.

12. Contact Information for Refund Requests

If you have any questions about this Refund Policy or wish to submit a refund request, please contact us using the information below. Our customer service team is available to assist you and will respond to your inquiry as promptly as possible.