Refund Policy

Effective Date: July 3, 2026 | Last Updated: July 3, 2026

1. Introduction

At Jet's Kitchen, we are committed to delivering fresh, high-quality food and an outstanding customer experience with every order. We understand that occasionally issues may arise, and we want to make sure our customers are treated fairly and transparently when they do.

This Refund Policy outlines your rights and our obligations regarding refunds, replacements, exchanges, and cancellations for orders placed via our website jetskitchen.top or by phone. This policy is governed by applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act, and any relevant state regulations where applicable.

If you have any questions about this policy, please contact us directly using the information provided at the bottom of this page.

2. Eligibility Conditions for Refunds

We want every customer to be satisfied with their Jet's Kitchen order. Refunds may be issued under the following circumstances:

• Incorrect Order: You received an item that was different from what you ordered (e.g., wrong pizza toppings, wrong size, wrong crust type).
• Missing Items: One or more items from your order were not included in your delivery or pickup order.
• Food Quality Issues: The food you received was undercooked, overcooked, spoiled, or otherwise not prepared to an acceptable standard.
• Damaged Food: Your order arrived in a condition that made it unfit for consumption due to packaging failure or mishandling during delivery.
• Significant Delivery Delay: Your delivery order was delayed beyond a reasonable timeframe (generally more than 60 minutes past the quoted delivery time) without prior notification from our team.
• Duplicate Charges: You were charged more than once for the same order due to a technical or processing error.
• Order Not Received: You did not receive your delivery order and our records confirm it was not delivered to your address.

To be eligible for a refund, the issue must be reported within the required timeframes outlined in Section 3. Refund requests made outside of the eligible timeframe may not be honored.

3. Timeframes for Refund Requests

Because the nature of our product is perishable food, refund requests must be submitted promptly. The following timeframes apply:

We strongly encourage customers to contact us as soon as possible. Late requests may be reviewed on a case-by-case basis at the sole discretion of Jet's Kitchen management.

4. Non-Refundable Items and Situations

Not all situations qualify for a refund. The following are generally not eligible for refunds:

• Orders where the customer provided an incorrect delivery address and the food was delivered to that address.
• Orders where the customer was unavailable to receive the delivery after multiple contact attempts by the driver.
• Change of mind after the order has been prepared or is in transit.
• Customization errors made by the customer at the time of ordering (e.g., selecting the wrong toppings or size).
• Dissatisfaction based solely on personal taste preferences, where the food was prepared correctly as ordered.
• Partial consumption of the order prior to reporting a quality complaint (in most cases, a partial refund may apply — see Section 7).
• Promotional or discounted items marked as non-refundable at the time of purchase.
• Delivery fees, unless the order was never delivered.
• Tips and gratuities added to orders.
• Gift cards and promotional credits.

5. How to Request a Refund (Step-by-Step)

Requesting a refund from Jet's Kitchen is straightforward. Please follow these steps:

1. Step 1 – Contact Us Promptly: Reach out to our customer support team as soon as you identify the issue. You can contact us by:
   • Email: [email protected]
   • Website: jetskitchen.top
2. Step 2 – Provide Your Order Details: Be ready to share the following information:
   • Your full name
   • Order number or confirmation number
   • Date and time of your order
   • The specific issue you experienced
   • Payment method used
3. Step 3 – Submit Supporting Evidence (if applicable): Where possible, please include a photograph of the issue (e.g., incorrect item, damaged packaging, food quality problem). This helps us investigate and resolve your complaint more efficiently.
4. Step 4 – Review by Our Team: Our customer service team will review your request within 1–3 business days. We may contact you for additional information or clarification during this review period.
5. Step 5 – Resolution: Once your request has been reviewed, we will notify you of our decision via email. If approved, we will initiate your refund or offer an appropriate remedy such as a replacement order or store credit.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your funds depends on your payment method. Please refer to the table below:

7. Partial Refunds

In some cases, a full refund may not be appropriate, and a partial refund may be offered instead. Partial refunds may apply in the following situations:

• Only some items in your order were incorrect or missing, while other items were delivered correctly.
• The food was partially consumed before the issue was identified, and the complaint relates only to certain items.
• A delivery delay occurred but the food was ultimately delivered and in acceptable condition.
• A minor quality issue was identified that does not affect the entire order.
• Promotional discounts or coupons were applied to the order, reducing the overall chargeable amount.

The amount of a partial refund will be calculated based on the value of the affected items, minus any applicable discounts or promotions. Our customer service team will communicate the refund amount clearly before processing.

8. Exchange and Replacement Policy

In many cases, rather than issuing a monetary refund, Jet's Kitchen may offer to replace or re-make your order as an alternative remedy. Our exchange and replacement options include:

• Replacement Order: If your order was incorrect, missing significant items, or was of unacceptable quality, we may offer to prepare and deliver a fresh replacement order at no additional charge.
• Item Replacement: If only specific items in your order were affected, we may offer to replace those individual items during your next order.
• Store Credit: In lieu of a cash refund, we may offer store credit equal to the value of the affected items, which can be applied to a future order on jetskitchen.top.

Exchanges and replacements are subject to availability and operational hours. If a replacement cannot be fulfilled in a timely manner, a monetary refund will be offered instead. The choice between a replacement and a refund may be offered to the customer at our discretion, taking into account the nature of the complaint and the circumstances involved.

9. Cancellation Policy

We understand that plans change. Here is how our cancellation policy works:

9.1 Cancellations Before Preparation Begins

If you need to cancel your order, please contact us immediately. Orders cancelled before food preparation has begun are eligible for a full refund. Because we begin preparing orders quickly after they are received, this window may be very short — typically 5 minutes or less from the time of order confirmation.

9.2 Cancellations After Preparation Has Begun

Once food preparation has started, we are unable to guarantee a full cancellation or refund. In these cases:

• If the order has been partially prepared, a partial refund may be issued at our discretion.
• If the order has been fully prepared and is awaiting pickup or delivery, no refund will be issued for a cancellation request.

9.3 Cancellations Due to Our Error

If Jet's Kitchen is unable to fulfill your order for any reason (e.g., ingredient unavailability, technical error, unforeseen closure), you will receive a full refund promptly. We will notify you as soon as possible in the event that your order cannot be fulfilled.

9.4 How to Cancel

To cancel your order, contact us immediately by:

• Email: [email protected]
• Website: jetskitchen.top

Please have your order number ready to expedite the cancellation process.

10. Dispute Resolution Process

If you are not satisfied with our response to your refund or cancellation request, you have the right to escalate your concern. We are committed to resolving disputes fairly and in a timely manner.

10.1 Internal Escalation

If your initial refund request was denied or you feel the resolution offered was inadequate, you may request that your case be reviewed by a senior member of our customer service team. To escalate your case:

• Reply to the email thread in which your refund request was handled, clearly stating that you wish to escalate.
• Alternatively, send a new email to [email protected] with the subject line "Refund Dispute Escalation" and include your order number and a description of the issue.

We will aim to provide a final resolution to escalated disputes within 5–7 business days.

10.2 External Dispute Resolution

If you remain dissatisfied after exhausting our internal dispute resolution process, you may pursue the following external remedies:

• Credit Card Chargeback: Contact your credit card issuer or bank to initiate a chargeback dispute if you believe you were charged incorrectly.
• FTC Complaint: File a complaint with the Federal Trade Commission (FTC) at www.ftc.gov if you believe our practices are unfair or deceptive.
• State Consumer Protection Agency: Contact your state's Attorney General office or consumer protection bureau for assistance.
• Better Business Bureau (BBB): File a complaint with the Better Business Bureau at www.bbb.org.

10.3 Governing Law

This Refund Policy shall be governed by and construed in accordance with the laws of the United States of America. Any disputes not resolved informally shall be subject to binding arbitration or litigation in accordance with applicable federal and state law.

11. Special Circumstances

Jet's Kitchen reserves the right to make exceptions to this policy in extraordinary circumstances, including but not limited to:

• Natural disasters or severe weather events affecting delivery operations.
• Widespread technical outages affecting our ordering systems.
• Public health emergencies or government-mandated operational restrictions.

In such cases, we will communicate with affected customers as soon as reasonably possible and offer appropriate remedies including full refunds, credits, or rescheduled orders.

12. Changes to This Refund Policy

Jet's Kitchen reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on this page with a revised effective date. We encourage customers to review this policy periodically to stay informed of any updates. Continued use of our services after a policy update constitutes your acceptance of the revised terms.

13. Contact Information for Refund Requests

For all refund requests, questions, or concerns, please reach out to our customer support team using the information below. We are here to help and aim to respond to all inquiries promptly.