Refund Policy

Last Updated: April 3, 2026

1. Introduction

At Imos Pizza, we are committed to delivering high-quality food and an excellent customer experience. We understand that sometimes orders may not meet your expectations, and we want to ensure that every concern is addressed promptly and fairly. This Refund Policy outlines the conditions under which refunds, exchanges, cancellations, and disputes are handled.

This policy applies to all orders placed through our website chick-imos.top and is governed by applicable United States consumer protection laws, including guidelines set forth by the Federal Trade Commission (FTC) under the FTC Act. If you are a California resident, additional rights may apply to you under the California Consumer Privacy Act (CCPA/CPRA).

2. Eligibility Conditions for Refunds

We strive to handle every refund request with fairness and transparency. A refund may be granted under the following conditions:

• Your order was confirmed but never delivered within the estimated delivery window.
• You received an incorrect order that does not match what was placed (e.g., wrong items, missing items).
• The food received was of unacceptable quality — for example, items were cold upon delivery despite proper delivery conditions, spoiled, undercooked, or otherwise unsafe for consumption.
• You were charged more than once for the same order due to a technical or billing error.
• Your order was cancelled by Imos Pizza due to unavailability of items or operational issues on our end.
• A confirmed allergic ingredient was present in your order despite being explicitly excluded at the time of purchase.

To be eligible for a refund, customers must submit a request within the specified timeframe outlined in Section 3 and must provide supporting documentation where applicable (e.g., photos of incorrect or unsatisfactory items).

3. Timeframes for Refund Requests

Timely reporting is essential for us to investigate your concern effectively. The following timeframes apply:

Requests submitted after these deadlines may not be eligible for a refund. We encourage customers to contact us as soon as a problem is identified.

4. Non-Refundable Items and Services

Certain items and charges are not eligible for refunds under any circumstances. These include:

• Delivery fees: Delivery charges are non-refundable once an order has been dispatched, unless the non-delivery was due to an error on our part.
• Service fees and platform fees: Any applied service or convenience fees are non-refundable after order placement.
• Promotional or discounted items: Items purchased at a special promotional price or using discount codes are generally non-refundable unless they arrive damaged or incorrect.
• Correctly prepared orders: If your order was prepared and delivered correctly in accordance with the specifications provided, no refund will be issued based solely on a change of mind.
• Partially consumed orders: Refunds will not be issued for items that have been largely or fully consumed, except in documented cases involving food safety concerns.
• Gift cards and store credit: These are non-refundable once issued or redeemed.

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

To ensure your refund request is processed as quickly as possible, please follow the steps below:

1. Step 1 – Contact Us: Reach out to our customer support team via email at [email protected] or visit our website at chick-imos.top. Please use the subject line: "Refund Request – [Your Order Number]".
2. Step 2 – Provide Order Details: Include the following information in your message:
   • Full name used when placing the order
   • Order number or confirmation email
   • Date and time of order
   • Description of the issue
   • Photos or screenshots (if applicable, especially for quality or incorrect order claims)
3. Step 3 – Review Process: Our customer support team will acknowledge your request within 1–2 business days and begin reviewing the submitted information.
4. Step 4 – Decision Notification: You will receive an email notification regarding the outcome of your refund request within 3–5 business days of submission.
5. Step 5 – Refund Issuance: If approved, the refund will be processed according to the timelines outlined in Section 6.

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 from our end promptly, actual credit timelines may vary depending on your financial institution. Imos Pizza is not responsible for any delays caused by banks or payment processors beyond our control.

7. Partial Refunds

In some cases, only a partial refund may be issued. Partial refunds may apply under the following circumstances:

• Only a portion of your order was missing or incorrect, while the remainder was delivered as specified.
• The order was largely correct but one or more items were unsatisfactory in quality.
• A customer received a discount or promotional offer on part of the order, and only the full-price items are eligible for a refund.
• Significant portions of the order had already been consumed before the complaint was submitted.
• Delivery was delayed but the food was still delivered and deemed acceptable upon arrival.

The amount of a partial refund will be determined at the discretion of our customer support team based on the details and evidence provided. We aim to be fair and reasonable in all partial refund assessments.

8. Exchange Policy

Due to the perishable nature of food products, Imos Pizza does not offer direct item exchanges in the traditional sense. However, we do offer the following alternatives when an order is found to be incorrect or unsatisfactory:

• Replacement Order: In certain cases, particularly for dine-in or nearby delivery zones, we may offer to replace the incorrect item with the correct one at no additional charge. This is subject to availability and geographic feasibility.
• Store Credit: As an alternative to a cash refund, we may issue store credit equivalent to the value of the affected items, which can be applied to a future order.
• Complimentary Item on Next Order: For minor quality issues, we may offer a complimentary item or discount on your next order as a goodwill gesture.

Exchange decisions are made on a case-by-case basis. Customers are encouraged to contact us as soon as possible to discuss available options.

9. Cancellation Policy

We understand that plans can change, and we will do our best to accommodate cancellation requests. Please note the following conditions:

9.1 Customer-Initiated Cancellations

• Before preparation begins: If you cancel your order before our kitchen has begun preparing it, you are eligible for a full refund, including any applicable fees.
• During preparation: Once your order has entered the preparation stage, cancellations may not be accepted. If approved, a partial refund may be issued at our discretion, minus the cost of preparation.
• After dispatch: Orders that have already been dispatched for delivery cannot be cancelled. No refund will be issued for cancellations made after an order has left our facility.

9.2 Imos Pizza-Initiated Cancellations

In rare cases, we may need to cancel your order due to:

• Unavailability of key ingredients
• Technical or payment processing issues
• Extreme weather or delivery constraints
• Other operational factors beyond our control

In such cases, you will be notified promptly and a full refund will be issued automatically within 3–5 business days. You may also choose to receive store credit in lieu of a refund.

9.3 How to Cancel

To cancel an order, contact us immediately via email at [email protected] with your order number and request. Cancellations submitted by phone or other informal channels may not be processed in time. Email remains the most reliable method for cancellation requests.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, or if a disagreement arises regarding your order, Imos Pizza provides the following dispute resolution process:

10.1 Internal Escalation

In the first instance, you may request that your case be escalated to a senior member of our customer support team by replying to your refund decision email and including the phrase "Escalation Request" in the subject line. We will assign your case to a supervisor who will review it independently and respond within 5 business days.

10.2 Good Faith Negotiation

We encourage all customers to engage in good-faith communication before pursuing external remedies. The majority of disputes can be resolved through open dialogue and documentation review. Our team is committed to finding a fair resolution.

10.3 Chargeback Rights

If you paid by credit or debit card and believe you are entitled to a refund that has been unjustly denied, you may have the right to file a chargeback with your card issuer. Please consult with your financial institution for details on the chargeback process. Note that we may dispute chargebacks that we believe are unwarranted or fraudulent.

10.4 Consumer Protection Agencies

Customers in the United States have the right to file complaints with the Federal Trade Commission (FTC) at www.ftc.gov or with their respective state attorney general's office if they believe consumer protection laws have been violated.

California residents may also submit complaints through the California Department of Consumer Affairs under rights afforded by the CCPA/CPRA.

10.5 Binding Arbitration

For disputes that cannot be resolved through internal channels, both parties agree to resolve the matter through binding arbitration in accordance with the rules of the American Arbitration Association (AAA), conducted in the state in which Imos Pizza operates, rather than through litigation in court. Class action lawsuits are waived to the extent permitted by applicable law.

11. Fraudulent Claims

Imos Pizza takes fraudulent refund claims seriously. Any attempt to abuse our refund policy — including submitting false claims, providing misleading documentation, or initiating unjustified chargebacks — may result in:

• Permanent suspension of your account
• Blacklisting from future orders on chick-imos.top
• Legal action where applicable under United States law

We use order verification, IP tracking, and transaction monitoring to identify and investigate suspicious refund activity.

12. Policy Updates

Imos Pizza reserves the right to modify this Refund Policy at any time. Changes will be posted on our website at chick-imos.top and the "Last Updated" date at the top of this page will reflect the most recent revision. Continued use of our services following any changes constitutes your acceptance of the revised policy.

We encourage customers to review this policy periodically to stay informed of any updates.

13. Contact Information for Refund Requests

If you have any questions, concerns, or would like to submit a refund request, please contact our customer support team using the information below: