Refund Policy
Your satisfaction is our priority. Learn about our comprehensive refund and return policy.
1Overview
At Imos Pizza, customer satisfaction is our highest priority. We are committed to providing exceptional food quality and service. This refund policy outlines the conditions and procedures for requesting refunds on our products and services.
Effective Date: This policy is effective as of January 1, 2024, and applies to all purchases made through our restaurant, online ordering system, and delivery services.
2Refund Eligibility
Refunds may be requested under the following conditions:
Timeframe Requirements
- In-Restaurant Purchases: Must be reported immediately before leaving the premises
- Delivery Orders: Must be reported within 30 minutes of delivery 30 min
- Pickup Orders: Must be reported within 15 minutes of pickup 15 min
- Catering Services: Must be reported within 2 hours of service completion 2 hours
Product Condition
- Food items that are cold, incorrect, or significantly different from what was ordered
- Items that show clear signs of preparation errors or contamination
- Beverages that are flat, expired, or taste significantly off
- Packaged items with damaged or compromised packaging
Proof of Purchase
Valid proof of purchase is required for all refund requests:
- Original receipt or order confirmation number
- Credit card statement showing the transaction
- Mobile app order history
- Email confirmation for online orders
3Non-Refundable Items
The following items and services are not eligible for refunds:
Food Items
- Items consumed in full or partially eaten
- Custom orders prepared to customer specifications
- Items returned after the specified timeframe
- Food items without valid proof of purchase
Services & Other
- Gift cards or promotional certificates
- Delivery fees (unless delivery was not completed)
- Promotional items received free of charge
- Third-party delivery service fees
Special Circumstances: We reserve the right to make exceptions to this policy in cases of extraordinary circumstances or when required by local consumer protection laws.
4Refund Process
Follow these steps to request a refund:
Contact Customer Service
Reach out immediately via phone at +1 212-219-0764 or email at [email protected]. Explain the issue clearly and provide your order details.
Provide Documentation
Submit your proof of purchase (receipt, order number) and, if applicable, photos of the problematic items. This helps us process your request quickly.
Quality Review
Our management team will review your request and may ask additional questions or request additional documentation to verify the claim.
Resolution Decision
We will inform you of our decision within 24 hours. If approved, we'll process your refund or offer an alternative solution.
Refund Processing
Once approved, your refund will be processed according to the method specified in the "Refund Methods" section below.
5Refund Methods
Refunds are processed using the following methods and timeframes:
Payment Method
- Credit/Debit Cards: Refund to original card 3-5 business days
- Cash Payments: Cash refund at location Immediate
- Gift Cards: Store credit issued 24 hours
- Mobile Payments: Refund to original account 1-3 business days
Processing Notes
- Bank processing times may vary
- Weekend and holiday delays may occur
- International cards may take longer
- Partial refunds available for partial orders
Alternative Resolution: In some cases, we may offer store credit, replacement items, or future discounts as alternative resolutions to cash refunds.
6Exchanges Policy
We offer exchanges as an alternative to refunds when appropriate:
Exchange Eligibility
- Incorrect orders can be exchanged for the correct items
- Cold food can be exchanged for fresh, hot replacement
- Items with preparation errors can be remade at no charge
- Size or topping modifications can be corrected through exchange
Exchange vs. Refund Priority
We typically offer exchanges first as they allow us to:
- Provide immediate satisfaction
- Ensure you receive the quality you expect
- Maintain our commitment to customer service
- Learn from preparation mistakes
Customer Choice: Customers always have the right to request a refund instead of an exchange if they prefer.
7Damaged or Defective Items
Special procedures apply to damaged or defective products:
Immediate Reporting
- Delivery: Report damage before the delivery person leaves
- Pickup: Inspect items before leaving our location
- Dine-In: Report issues immediately to your server or manager
Documentation Requirements
- Clear photos of damaged packaging or food items
- Description of the defect or damage
- Order details and timing information
- Contact information for follow-up
Resolution Priority
For damaged or defective items, we prioritize:
- Immediate Replacement: Fresh items prepared correctly
- Full Refund: If replacement is not desired
- Store Credit: For future visits with additional compensation
- Investigation: Review preparation processes to prevent recurrence
8Contact Information
Customer Service
For all refund requests and customer service inquiries:
Phone Support
+1 212-219-0764
Monday - Sunday: 11:00 AM - 10:00 PM
Average wait time: Under 2 minutes
Email Support
[email protected]
Response within: 24 hours
Include order number in subject line
Location Address
265 Elizabeth St, New York, NY 10012, USA
In-person refund requests accepted during business hours
Emergency Issues: For urgent food safety concerns or severe service problems, call our management line directly during business hours for immediate assistance.
What to Include in Your Refund Request
- Full name and contact information
- Order number or receipt details
- Date and time of purchase/delivery
- Detailed description of the issue
- Photos if applicable
- Preferred resolution (refund, exchange, store credit)
Response Guarantee: We guarantee a response to all refund inquiries within 24 hours during business days, and within 48 hours on weekends and holidays.
This refund policy was last updated on January 1, 2024. We reserve the right to modify this policy at any time. Changes will be posted on our website and take effect immediately.
Contact Customer Service