Refund Policy

Your satisfaction is our priority. Learn about our refund process and policies.

1. Overview

Customer Satisfaction Commitment: At Imos Pizza, we are committed to providing exceptional food quality and service. If you are not completely satisfied with your purchase, we will work with you to resolve any issues promptly and fairly.

This refund policy outlines the terms and conditions under which refunds and exchanges may be processed. We strive to ensure every customer has a positive experience with our authentic St. Louis style pizza and exceptional service.

Last updated: January 1, 2026

2. Refund Eligibility

To be eligible for a refund, your request must meet the following conditions:

  • Timeframe: Refund requests must be made within 24 hours of order completion or delivery
  • Proof of Purchase: Valid receipt, order confirmation, or transaction ID required
  • Product Condition: For food safety reasons, consumed items may still be eligible if quality issues are reported promptly
  • Valid Reason: Quality issues, incorrect order, delivery problems, or documented service failures
  • Contact Method: Refund requests must be submitted through official channels (phone, email, or in-person)
  • Order Verification: We reserve the right to verify order details and circumstances

3. Non-Refundable Items

The following items and services are not eligible for refunds:

  • Gift Cards: All gift card purchases are final and non-refundable
  • Promotional Items: Free items received through promotions or loyalty programs
  • Special Orders: Custom pizzas or specially prepared items (unless quality issues exist)
  • Delivery Fees: Delivery charges are non-refundable unless delivery was not completed
  • Third-Party Orders: Orders placed through external delivery platforms (subject to their policies)
  • Expired Promotions: Claims made after promotional offer expiration dates
  • Change of Mind: Orders canceled due to customer preference changes after preparation begins

4. Refund Process

Follow these steps to request a refund:

1
Contact Us Immediately

Call +1 540-675-3801 or email [email protected] with your order details

2
Provide Information

Share your order number, receipt, and description of the issue

3
Issue Assessment

Our team will review your request and may ask for additional details or photos

4
Resolution Approval

Once approved, we'll confirm the refund amount and processing method

5
Refund Processing

Refunds are processed within 3-5 business days to your original payment method

6
Confirmation

You'll receive email confirmation once the refund has been processed

5. Refund Methods & Timeframes

Payment Method Processing Times:

  • Credit/Debit Cards: 3-5 business days after processing
  • Cash Payments: Immediate refund available at restaurant location
  • Digital Wallets: 1-3 business days (PayPal, Apple Pay, Google Pay)
  • Gift Cards: Replacement gift card issued within 24 hours
  • Bank Transfers: 5-7 business days depending on your bank

Important: Refunds are processed to the original payment method used for the purchase. We cannot issue refunds to different cards or accounts.

Quick Refund

For immediate assistance with refunds, visit our restaurant location with your receipt.

Same-day resolution available

6. Exchanges Policy

In many cases, we prefer to offer exchanges rather than refunds to ensure you receive the quality experience you deserve:

  • Replacement Orders: Free replacement for incorrect or quality-compromised items
  • Store Credit: Option to receive store credit for future orders instead of refund
  • Upgrade Options: Possibility to upgrade to premium items with price adjustment
  • Delivery Re-attempts: Free redelivery if original delivery failed due to our error
  • Fresh Preparation: New preparation of the same items if quality was unsatisfactory
Our Preference: We often find that exchanges result in better customer satisfaction than refunds, allowing you to experience the quality you expected from Imos Pizza.

7. Damaged or Defective Items

Special provisions apply for orders that arrive damaged or do not meet our quality standards:

Immediate Action Required:

  • Report damage within 1 hour of delivery
  • Take photos of damaged items if possible
  • Do not consume damaged food items
  • Keep original packaging and receipt
  • Contact us immediately for quick resolution

Resolution Options:

  • Full refund for entire order
  • Immediate replacement delivery
  • Store credit plus compensation
  • Quality assurance follow-up
  • Manager review and resolution

Zero Tolerance for Quality Issues: We take food quality and safety seriously. Any damaged or defective items will be resolved immediately with a full refund or replacement, plus additional compensation for the inconvenience.

8. Contact Information for Refunds

Phone Support

+1 540-675-3801

Monday-Sunday
9:00 AM - 10:00 PM

Email Support

[email protected]

Response within
2-4 hours

Visit Us

389 Main St
Washington, VA 22747

In-person refunds
processed immediately

Important Notes:

  • Reference Number: Always provide your order number or receipt for faster service
  • Manager Approval: Refunds over $50 may require manager approval
  • Documentation: Photos of quality issues help expedite the refund process
  • Multiple Channels: You can contact us through any method, but phone support offers the fastest resolution
  • Follow-up: We'll proactively follow up to ensure your satisfaction with the resolution
Satisfaction Guarantee: If we cannot resolve your issue to your satisfaction through our standard refund process, please ask to speak with a manager for additional options and compensation.