Refund Policy

Effective Date: April 17, 2026  |  Last Updated: April 17, 2026

1. Introduction

Imos ("we," "us," or "our") operates a food service business accessible at imos-pizzza.rest. We take pride in the quality of our food and services and strive to ensure every customer has a positive experience. However, we understand that issues can occasionally arise, and this policy is designed to address those situations in a fair, transparent, and timely manner.

This policy applies to all orders placed through our website, by phone, or through any authorized third-party platform associated with Imos. By placing an order with us, you agree to the terms set forth in this Refund Policy. This policy is governed by applicable United States federal and state consumer protection laws, including guidelines issued by the Federal Trade Commission (FTC).

2. Eligibility Conditions for Refunds

We want every customer to receive exactly what they ordered, prepared to the highest standards. A refund may be issued under the following circumstances:

• Incorrect Order: You received items that are significantly different from what you ordered (e.g., wrong toppings, wrong size, wrong items).
• Missing Items: One or more items from your order were not delivered or not included in your pickup order.
• Food Quality Issues: The food received was visibly spoiled, undercooked, overcooked, or otherwise unfit for consumption.
• Allergic Ingredient Inclusion: Despite being clearly communicated, allergen-related ingredients were included in your order, causing a health concern.
• Failed Delivery: Your delivery order was never delivered and cannot be confirmed as delivered by our team or delivery partner.
• Duplicate Charges: You were charged more than once for the same order due to a payment processing error.
• Order Cancellation Prior to Preparation: You canceled your order before preparation began (see Section 8 for cancellation details).

Refund eligibility is determined on a case-by-case basis. We reserve the right to request supporting documentation such as photographs of the received items, order confirmation numbers, or other proof when processing refund requests.

3. Timeframes for Refund Requests

To ensure all refund requests can be properly investigated and processed, we require that claims be submitted within specific timeframes:

Requests submitted outside these timeframes may not be eligible for a refund. We encourage you to inspect your order immediately upon receipt and contact us as soon as any issue is identified.

4. Non-Refundable Items and Services

While we strive to accommodate all reasonable refund requests, certain items and situations are not eligible for refunds:

• Change of Mind: Orders that have already been prepared cannot be refunded simply because you changed your mind or no longer want the food.
• Correctly Fulfilled Orders: If your order was prepared and delivered correctly according to your specifications, no refund will be issued.
• Delivery Fees: Delivery fees are non-refundable once an order has been dispatched for delivery, unless the order was not delivered at all.
• Tips and Gratuities: Any tips or gratuities added to your order are non-refundable.
• Promotional or Discount Orders: Orders placed using promotional codes or special discounts may have limited refund eligibility. Refunds, if issued, will be for the amount actually paid.
• Partial Consumption: Food items that have been substantially consumed are generally not eligible for a full refund unless a documented quality defect is confirmed.
• Third-Party Platform Orders: For orders placed through third-party delivery platforms (such as DoorDash, Uber Eats, or Grubhub), refund requests must be directed to that platform in accordance with their respective policies.

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

Requesting a refund with Imos is straightforward. Please follow the steps below:

1. Step 1 — Gather Your Information: Before contacting us, have the following information ready:
   • Your full name
   • Order number or confirmation code
   • Date and time of your order
   • Description of the issue
   • Photographs of the food or packaging (if applicable)
   • Payment method used
2. Step 2 — Contact Us: Reach out to our customer support team using one of the methods below within the applicable timeframe:
   • Email: [email protected]
   • Website: imos-pizzza.rest
3. Step 3 — Submit Your Claim: Provide all relevant details and any supporting documentation (photos, receipts, etc.) when contacting us. The more information you provide, the faster we can process your request.
4. Step 4 — Review Process: Our team will review your claim and may follow up to ask for additional information. We aim to acknowledge all refund requests within 1 business day.
5. Step 5 — Decision and Resolution: Once your claim has been reviewed, we will notify you of our decision via email. If approved, your refund will be processed according to the timelines described in Section 6.

6. Refund Processing Times by Payment Method

Once a refund has been approved, processing times vary depending on your original payment method:

Please note that while we initiate refunds promptly upon approval, the time it takes for the funds to appear in your account is ultimately determined by your bank or payment provider and is outside of our control. If you have not received your refund within the estimated timeframe, we recommend contacting your bank or payment provider first before reaching out to us.

7. Partial Refunds

In certain situations, a partial refund may be issued rather than a full refund. Partial refunds may apply in the following circumstances:

• Only a portion of your order was incorrect or missing, while the remainder was fulfilled correctly.
• A food item had a minor quality issue that did not render the entire order unsatisfactory.
• The order was partially consumed prior to the quality issue being identified.
• An error occurred with one item out of a multi-item order.
• A discount or promotional code was applied, and only the proportional difference is eligible for refund.

The amount of a partial refund will be calculated based on the value of the affected items in your order, as reflected in your order confirmation. We will clearly communicate the refund amount and the reasoning behind the partial refund when we notify you of our decision.

8. Cancellation Policy

We understand that plans can change, and we will do our best to accommodate order cancellations whenever possible. However, due to the nature of fresh food preparation, our ability to process cancellations is time-sensitive.

8.1 Online and Phone Orders

• Before Preparation Begins: If you contact us immediately after placing your order — typically within 5 minutes of order confirmation — and your order has not yet entered preparation, we will cancel your order and issue a full refund.
• After Preparation Has Begun: Once food preparation has started, we are unable to cancel the order or issue a refund, as ingredients have already been committed and labor has commenced.
• Scheduled Orders: For orders placed in advance with a scheduled future delivery or pickup time, cancellations must be made at least 30 minutes before the scheduled time to receive a full refund.

8.2 How to Cancel

To cancel an order, contact us immediately via:

• Email: [email protected]
• Website: imos-pizzza.rest

Please have your order number and contact information ready when requesting a cancellation. Cancellation requests submitted through email will be processed as quickly as possible, but we cannot guarantee cancellation if preparation has already begun by the time we receive your message.

9. Exchange Policy

Due to the perishable nature of food products, traditional exchanges (i.e., returning one item for another) are generally not possible once an order has been delivered or picked up. However, we do offer the following accommodations:

• In-Store Pickup Errors: If you discover an error with your order while still at our location, we will immediately correct the mistake at no additional charge.
• Replacement for Incorrect Orders: If you received an incorrect item and your order was a delivery, we may offer to send a replacement order. This is evaluated on a case-by-case basis based on order value, delivery distance, and operational capacity at the time of the complaint.
• Store Credit in Lieu of Exchange: Where a physical replacement is not feasible, we may offer store credit equivalent to the value of the affected items, which can be used toward a future order.

We are committed to making things right and will work with you to find the most practical and satisfying resolution.

10. Dispute Resolution Process

If you are not satisfied with our initial response to your refund or complaint, you have additional options for resolution:

10.1 Internal Escalation

You may request that your case be reviewed by a senior member of our customer service team. Please reply to our initial response email with the subject line "Escalation Request" and include your original claim details. We will respond to escalated cases within 3 business days.

10.2 Chargeback Rights

Under United States law and the Fair Credit Billing Act (FCBA), you have the right to dispute a charge with your credit card issuer if you believe you were billed for services or products not rendered as described. If you choose to initiate a chargeback, we encourage you to first attempt resolution directly with us, as chargebacks can take significantly longer to resolve than direct refunds.

10.3 Consumer Protection Resources

If you believe your consumer rights have been violated, you may file a complaint with the following agencies:

• Federal Trade Commission (FTC): www.ftc.gov or call 1-877-382-4357
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your State Attorney General's Office for state-specific consumer protection complaints.

10.4 Governing Law

This Refund Policy is governed by the laws of the United States and applicable state laws. Any disputes arising from this policy that cannot be resolved informally will be subject to binding arbitration or the jurisdiction of the applicable courts, as described in our Terms of Service available at imos-pizzza.rest.

11. Policy Changes

We reserve the right to update or modify this Refund Policy at any time. Any changes will be posted on this page with an updated effective date. We encourage you to review this policy periodically. Your continued use of our website and services after any changes constitutes your acceptance of the revised policy.

12. Contact Information

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