Refund Policy

1. Overview

At Imos Pizza, customer satisfaction is our top priority. We are committed to providing exceptional food and service to every customer. If for any reason you are not completely satisfied with your order, we will work with you to make it right.

This refund policy outlines the conditions under which refunds may be requested and processed. We encourage customers to contact us immediately if there are any issues with their order so we can address them promptly.

Last Updated: January 1, 2026

2. Refund Eligibility

Refunds may be requested under the following conditions:

Timeframe

• Dine-in orders: Issues must be reported during your visit
• Takeout/pickup orders: Issues must be reported within 30 minutes of pickup
• Delivery orders: Issues must be reported within 1 hour of delivery
• Online orders: Cancellation requests must be made within 10 minutes of placing the order

Product Condition Requirements

• Food quality issues (incorrect preparation, temperature, taste)
• Incorrect order (wrong items, missing items, wrong size)
• Delivery issues (significant delays, cold food upon delivery)
• Allergic reaction due to incorrect ingredient information

Proof of Purchase

• Valid receipt or order confirmation number
• Credit card statement (for card payments)
• Online order confirmation email
• Photos of the issue (when applicable)

3. Non-Refundable Items

The following items and services are generally not eligible for refunds:

• Partially consumed food items (unless there was a quality issue)
• Change of mind after order completion
• Dietary preferences discovered after ordering
• Gift cards and promotional certificates
• Custom orders that were prepared correctly according to specifications
• Orders affected by circumstances beyond our control (severe weather, natural disasters)
• Third-party delivery service issues (we will assist in contacting the delivery provider)
• Orders placed more than 24 hours ago without prior contact

Special Occasions: Orders for special events or large parties may have different refund terms, which will be discussed at the time of ordering.

4. Refund Process

To request a refund, please follow these steps:

1. Contact Us Immediately: Call us at +1 215-545-2535 or email [email protected] to report the issue
2. Provide Order Details: Have your receipt, order number, and details about the issue ready
3. Documentation: If possible, provide photos of the issue for our review
4. Manager Review: A manager will review your case and determine the appropriate resolution
5. Resolution Confirmation: You will receive confirmation of the refund amount and processing method
6. Processing: Refunds will be processed according to the timelines outlined below

Emergency Contact: For urgent food safety issues, please contact us immediately at +1 215-545-2535.

5. Refund Methods

Payment Method Refunds

• Credit/Debit Cards: Refunded to original payment method within 3-5 business days
• Cash Payments: Immediate cash refund available during business hours
• Gift Cards: Refunded as store credit or new gift card
• Digital Payments: Refunded to original digital wallet within 1-3 business days

Processing Timeframes

• In-store refunds: Immediate (cash) or same day (card processing)
• Credit card refunds: 3-5 business days to appear on statement
• Bank transfers: 5-7 business days
• Digital wallet refunds: 1-3 business days

Note: Processing times may vary depending on your financial institution. Imos Pizza processes approved refunds within 24 hours of approval.

6. Exchanges

In many cases, we prefer to resolve issues through exchanges rather than refunds:

Exchange Options

• Immediate Replacement: For dine-in customers, we can prepare a replacement item immediately
• Redelivery: For delivery orders, we can send a replacement order at no charge
• Store Credit: Credit for the full amount to use on future orders
• Upgraded Item: Upgrade to a larger size or premium option at no additional cost

Exchange Benefits

• Faster resolution than refund processing
• Opportunity to try a different menu item
• Maintain your dining experience
• No waiting for bank processing

Exchanges are processed immediately and do not require the return of the original item in most cases.

7. Damaged or Defective Items

Special policies apply to damaged or defective food items:

Immediate Actions

• Food Safety Issues: Do not consume the item and contact us immediately
• Contamination: Report any foreign objects or contamination
• Temperature Issues: Report cold food that should be hot, or warm food that should be cold
• Quality Problems: Report burnt, undercooked, or incorrectly prepared items

Documentation Requirements

• Clear photos of the issue
• Preserve the item for inspection if possible
• Note the time and circumstances of discovery
• Provide contact information for follow-up

Resolution Priority

• Health and Safety: Immediate full refund plus investigation
• Quality Issues: Replacement or full refund
• Preparation Errors: Immediate remake or refund
• Packaging Damage: Replacement order

8. Contact Information

For all refund requests and customer service issues, please contact us using the following methods:

In-Person Support

Location: 4 W Palmer St, Philadelphia, PA 19125, USA

Manager Available: Daily during business hours

Best Times: Monday-Friday 2:00 PM - 5:00 PM

Additional Information

Policy Updates

This refund policy may be updated from time to time. The most current version will always be available on our website. Significant changes will be communicated to customers via email or in-store notices.

Dispute Resolution

If you are not satisfied with the resolution of your refund request, you may:

• Request to speak with a senior manager
• Submit a formal complaint in writing
• Contact your credit card company for charge disputes
• Seek resolution through local consumer protection agencies

Customer Feedback

We value your feedback about our refund process. Please let us know how we can improve our policies and procedures to better serve you.

Thank you for choosing Imos Pizza. We appreciate your business and are committed to your satisfaction.