Refund Policy

Overview

At Imos Pizza, customer satisfaction is at the heart of everything we do. We take pride in serving authentic St. Louis style pizza made with the finest ingredients and our signature Provel cheese. We understand that sometimes things may not go as planned, and we are committed to making things right.

This Refund Policy outlines the terms and conditions under which refunds, replacements, or credits may be issued for orders placed through our website, mobile app, or directly at our restaurant locations. We encourage you to read this policy carefully before placing your order.

Eligibility for Refunds

To be eligible for a refund, the following conditions must be met:

Timeframe Requirements

• Refund requests must be submitted within 24 hours of order delivery or pickup
• For quality-related issues, report within 2 hours of receiving your order for fastest resolution
• Catering orders must be reported within 4 hours of the scheduled delivery time

Required Documentation

• Order confirmation number or receipt
• Clear photographs of the issue (for quality or incorrect order claims)
• Description of the problem experienced
• Original payment method information

Valid Reasons for Refunds

• Order not received within the estimated delivery window (plus 30 minutes grace period)
• Incorrect items delivered that differ from your order
• Missing items from your order
• Food quality issues (undercooked, burnt, cold upon arrival)
• Food safety concerns
• Allergic reaction due to undisclosed ingredients

Non-Refundable Items

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

• Change of mind after the order has been prepared or is in transit
• Incorrect delivery address provided by the customer
• Customer unavailable at the delivery location after reasonable attempts
• Customization requests that were correctly fulfilled as ordered
• Promotional or discounted items (store credit may be offered instead)
• Gift cards and e-gift certificates (non-refundable but transferable)
• Third-party delivery service orders (refunds must be requested through the delivery platform)
• Orders picked up more than 30 minutes after the ready notification

Refund Process

Follow these steps to request a refund for your Imos Pizza order:

1. Document the Issue: Take clear photos of the problem with your order, including packaging, receipt, and affected items.
2. Contact Us Promptly: Reach out to our customer service team via phone at +1 504-528-9393, email at [email protected], or through our online contact form within the specified timeframe.
3. Provide Order Details: Share your order number, date of purchase, items affected, and a description of the issue along with supporting photographs.
4. Review Process: Our customer service team will review your request within 1-2 business days and may contact you for additional information if needed.
5. Resolution Notification: You will receive an email or phone call confirming the resolution, whether it's a full refund, partial refund, store credit, or replacement order.
6. Receive Your Refund: Approved refunds are processed within 5-7 business days to your original payment method.

Refund Methods

Refunds are processed based on the original payment method used:

Credit/Debit Card Payments

Refunds to credit or debit cards typically take 5-7 business days to appear on your statement after approval. Processing time may vary depending on your financial institution.

Digital Wallet Payments

Payments made via Apple Pay, Google Pay, or PayPal will be refunded to the same digital wallet account within 3-5 business days.

Cash Payments

For orders paid in cash, refunds can be issued as store credit or a check mailed to your address. Cash refunds at our locations are available within 14 days of the original purchase with valid receipt.

Store Credit

As an alternative to monetary refunds, we may offer store credit that can be used on future orders. Store credits are valid for 12 months from the date of issue and cannot be exchanged for cash.

Exchanges

In many cases, we prefer to resolve issues with an exchange or replacement rather than a refund, especially for food quality concerns:

Replacement Orders

• Replacement orders are prepared fresh and delivered at no additional charge
• Priority handling for replacement orders to ensure prompt delivery
• Available for delivery orders within our service area
• Pickup replacement orders can be collected at your convenience on the same day

Order Correction

• Missing items can be delivered separately or picked up at the nearest location
• Incorrect toppings or customizations can be corrected with a new item
• Size upgrades offered as compensation for minor issues

When Exchanges Are Preferred

Exchanges are typically faster than refunds and ensure you get the meal you wanted. We recommend accepting an exchange or replacement when:

• The issue is with food quality or preparation
• Items were missing from your order
• Incorrect items were delivered

Damaged or Defective Items

We take special care in packaging and delivering your orders. However, if you receive damaged items, we will make it right:

What Qualifies as Damaged

• Pizza that has shifted significantly or been crushed during delivery
• Spilled or leaked food containers
• Broken or compromised packaging that affects food safety
• Items that have clearly been mishandled

Reporting Damaged Items

Please report damaged items immediately upon delivery by:

• Taking photos before disturbing the items
• Noting the delivery driver's name if applicable
• Contacting us within 30 minutes of delivery

Resolution for Damaged Items

For verified damaged items, we offer:

• Immediate replacement delivery at no charge
• Full refund for the damaged items
• Store credit with a bonus credit for the inconvenience

Contact Information

Our dedicated customer service team is here to help you with refund requests and any concerns about your order. Please reach out using any of the following methods:

Customer Service Hours

• Monday - Friday: 9:00 AM - 10:00 PM CST
• Saturday - Sunday: 10:00 AM - 10:00 PM CST
• Holidays: Limited hours, check our website for updates

For Faster Service

When contacting us about a refund, please have the following information ready:

• Your order number
• Date and time of order
• Description of the issue
• Photos if applicable
• Preferred resolution (refund, replacement, or credit)