Refund Policy

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

1. Introduction

At Imos Pizza, we are deeply committed to delivering a satisfying dining experience with every order. We understand that issues can occasionally arise, and we have established this Refund Policy to ensure that our customers are treated fairly and transparently whenever problems occur with their food orders, deliveries, or purchases made through our website at chicken-imos.top.

This policy applies to all purchases made through our online platform, telephone orders, and any other ordering channels associated with Imos Pizza. We strive to resolve all refund-related concerns promptly and professionally, in accordance with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act and relevant state-level consumer protection regulations.

If you have any questions about this policy or your specific situation, please do not hesitate to reach out to our customer support team using the contact details provided at the end of this document.

2. Eligibility Conditions for Refunds

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

• Incorrect Order: You received an item or items that differ materially from what you ordered (e.g., wrong toppings, wrong size, wrong product entirely).
• Missing Items: One or more items included in your order were not delivered or included in your pickup order.
• Food Quality Issues: The food delivered or picked up was not prepared to a reasonable standard of quality — for example, it was undercooked, spoiled, excessively cold upon arrival (for delivery orders), or otherwise unfit for consumption.
• Duplicate Charges: Your payment method was charged more than once for a single order due to a technical or processing error.
• Order Not Delivered: Your delivery order was confirmed and charged but never arrived at the designated delivery address within a reasonable timeframe.
• Cancelled Orders: An order was cancelled by Imos Pizza due to unavailability of items, inability to fulfill the delivery, or other operational reasons on our end.
• Technical Errors: A technical malfunction on our platform resulted in an unintended charge or duplicate order being processed.

Refund eligibility is assessed on a case-by-case basis. We reserve the right to request evidence such as photographs of the food, order confirmation numbers, or other documentation to validate a claim before issuing a refund.

3. Non-Refundable Items and Services

Certain purchases and situations are generally not eligible for refunds. These include, but are not limited to:

4. Timeframes for Refund Requests

To ensure that issues can be properly investigated, all refund requests must be submitted within the following timeframes:

• Food Quality or Incorrect Order: Requests must be submitted within 24 hours of receiving your order. After this window, we are generally unable to verify the condition of the food or the nature of the issue.
• Missing Items: Claims for missing items must be made within 24 hours of order delivery or pickup.
• Non-Delivery: If your order has not arrived within 90 minutes of the estimated delivery time, please contact us immediately. Non-delivery claims must be submitted within 48 hours of the expected delivery time.
• Duplicate or Erroneous Charges: Billing disputes must be raised within 7 calendar days of the transaction date appearing on your payment statement.
• Cancelled Orders: If your order was cancelled by us and you have not received a refund within 5 business days, please contact us within 14 calendar days of the cancellation notice.

5. How to Request a Refund — Step-by-Step

Submitting a refund request is straightforward. Please follow these steps to ensure your claim is processed as quickly as possible:

1. Gather Your Order Information: Locate your order confirmation number, the date and time of your order, and the items you purchased. This information is available in your confirmation email or account order history on chicken-imos.top.
2. Document the Issue: If applicable, take clear photographs of the food or items in question. For quality issues, food photos are essential. For missing items, a photo of the received items compared to the receipt may be helpful.
3. Contact Our Support Team: Reach out to us using one of the following methods:
   • Email: [email protected]
   • Website: chicken-imos.top
4. Provide Required Details: In your message, include:
   • Full name
   • Order confirmation number
   • Date and time of the order
   • Description of the issue
   • Photographs (if applicable)
   • Your preferred resolution (refund, replacement, or store credit)
5. Await Our Response: Our customer support team will acknowledge your request within 1–2 business days and may follow up with additional questions before making a determination.
6. Resolution: Once your claim is reviewed and approved, we will notify you of the approved refund amount, replacement option, or store credit and initiate the resolution within the applicable timeframe.

6. Refund Processing Times by Payment Method

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

Please note that while we initiate refunds promptly upon approval, actual processing times are subject to your bank or financial institution's internal procedures and are beyond our control. If a refund does not appear within the stated timeframe, we recommend contacting your bank before reaching out to us.

7. Partial Refunds

In some circumstances, a partial refund may be issued rather than a full refund. Partial refunds may apply when:

• Only a portion of the order was incorrect, missing, or below quality standards.
• The issue affected some but not all items in the order.
• The order was partially consumed before the complaint was raised.
• A discount or promotional credit was applied to the original order, and the refund amount is adjusted accordingly.
• Delivery fees or service charges are excluded from the refundable amount.

When issuing a partial refund, we will clearly communicate the approved refund amount and the reason for any deductions. Customers who disagree with a partial refund determination may request a secondary review through our dispute resolution process outlined below.

8. Exchange and Replacement Policy

In many cases, rather than issuing a monetary refund, we may offer to replace or exchange the affected item(s). Replacements are subject to item availability and operational capacity at the time of the request.

Replacement options include:

• Re-delivery of the correct or missing item: Available for delivery orders where the issue is reported within 2 hours of the original delivery.
• In-store replacement: Customers who placed a pickup order may return to our location for a replacement of the affected item(s), subject to availability.
• Store credit: In lieu of a cash refund or physical replacement, we may offer store credit equivalent to the value of the affected item(s), redeemable on your next order through chicken-imos.top.

Please note that exchanges or replacements are not always feasible depending on timing, distance, and item availability. We will always communicate transparently about what resolution options are available in your specific case.

9. Cancellation Policy

We understand that plans can change. However, due to the perishable and time-sensitive nature of food preparation, our cancellation policy is structured as follows:

9.1 Customer-Initiated Cancellations

• Within 5 minutes of order placement: A full refund will be issued if the order has not yet entered the preparation stage.
• After 5 minutes or once preparation has begun: Cancellations are generally not accepted, and no refund will be issued, as our kitchen team will have already begun preparing your order.
• Scheduled or future orders: If you placed a scheduled advance order, cancellations are accepted up to 1 hour before the scheduled preparation time for a full refund.

To request a cancellation, contact us immediately at [email protected] or through the order management section of your account on chicken-imos.top. Cancellations cannot be guaranteed once a request is submitted, but we will make every reasonable effort to accommodate time-sensitive requests.

9.2 Company-Initiated Cancellations

Imos Pizza reserves the right to cancel an order in the following circumstances:

• Unavailability of key ingredients or menu items.
• Inability to complete delivery due to location, weather, or safety conditions.
• Suspicion of fraudulent payment or order activity.
• Technical errors resulting in incorrect pricing or order details.

In all cases of company-initiated cancellations, a full refund will be issued to the original payment method, and the customer will be notified promptly by email.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, you may escalate the matter through our formal dispute resolution process:

1. Step 1 — Secondary Review Request: Email us at [email protected] with the subject line "Refund Dispute — [Your Order Number]" and include a detailed explanation of why you disagree with the initial decision. Our senior customer service team will conduct a secondary review within 3–5 business days.
2. Step 2 — Management Escalation: If the secondary review does not resolve your concern to your satisfaction, you may request escalation to management. We aim to resolve all escalated disputes within 10 business days.
3. Step 3 — Payment Processor Dispute: If you believe you have been charged in error and our internal process has not resolved the issue, you retain the right to initiate a chargeback through your credit card issuer, bank, or payment platform. Please be aware that we may respond to such chargebacks with documentation of our refund policy and transaction records.
4. Step 4 — Consumer Protection Agencies: As a consumer in the United States, you also have the right to file a complaint with the Federal Trade Commission (FTC) at ftc.gov or your state's consumer protection office if you believe your consumer rights have been violated.

We are committed to resolving all disputes in good faith and in a timely manner. Our goal is always to find a fair resolution that respects both the customer's experience and the operational realities of our business.

11. Consumer Rights Under U.S. Law

Customers in the United States are protected by various federal and state consumer protection laws. These include, but are not limited to:

• The FTC Act: Prohibits unfair or deceptive acts or practices in commerce. Imos Pizza is committed to transparent and honest communication regarding our refund and pricing policies.
• State Consumer Protection Laws: Depending on your state of residence, additional protections may apply. We encourage customers to familiarize themselves with the consumer protection laws applicable in their state.
• Electronic Fund Transfer Act (EFTA): Provides protections for consumers against unauthorized electronic transfers from their bank accounts.

Nothing in this Refund Policy is intended to limit or waive any rights you may have under applicable federal or state law.

12. Modifications to This Policy

Imos Pizza reserves the right to modify or update this Refund Policy at any time. Any changes will be reflected on this page with an updated effective date. We encourage customers to review this policy periodically to stay informed about our refund practices. Continued use of our website or services after any modification constitutes your acceptance of the revised policy.

13. Contact Information

For all refund requests, cancellation inquiries, order issues, or questions regarding this policy, please contact us using the details below: