Refund Policy
Customer Satisfaction Guarantee
Effective Date: January 1, 2025
1. Overview
At Imo's Pizza, customer satisfaction is our top priority. We are committed to providing high-quality food and exceptional service to all our customers. This Refund Policy outlines the conditions under which refunds may be requested and processed for purchases made through our restaurant, online ordering system, or third-party delivery platforms.
We understand that occasionally issues may arise with food orders, and we are committed to resolving these matters promptly and fairly. This policy is designed to protect both our customers' interests and our business operations while ensuring a positive dining experience for everyone.
2. Refund Eligibility
To be eligible for a refund, the following conditions must be met:
2.1 Timeframe
- Refund requests must be made within 24 hours of order completion
- For delivery orders, the timeframe begins when the order is marked as delivered
- For in-store purchases, the timeframe begins at the time of pickup
- Late refund requests may be considered on a case-by-case basis at management discretion
2.2 Product Condition
- Food items must be substantially unconsumed (more than 75% remaining)
- Items must be returned in original packaging where applicable
- Photographic evidence may be required for quality-related claims
2.3 Proof of Purchase
- Valid receipt or order confirmation number required
- Credit card statement or payment confirmation for online orders
- Customer contact information must match order details
3. Non-Refundable Items
The following items and services are not eligible for refunds under normal circumstances:
Customized Orders
Specially prepared items made to customer specifications that cannot be resold
Promotional Items
Free items received through promotions, coupons, or loyalty programs
Gift Cards
Physical or digital gift cards cannot be refunded for cash
Consumed Items
Food items that have been substantially consumed (less than 25% remaining)
Third-Party Charges
Delivery fees charged by third-party platforms (subject to their policies)
Events & Catering
Catering orders cancelled less than 24 hours before the scheduled time
4. Refund Process
To request a refund, please follow these steps:
Contact Customer Service
Call +1 202-915-9004 or email [email protected] within 24 hours of your order
Provide Order Information
Share your order number, contact details, and describe the issue clearly
Submit Documentation
Provide photos if applicable and any supporting evidence for your refund claim
Review & Decision
Our team will review your request and provide a decision within 1-2 business days
Refund Processing
If approved, your refund will be processed according to our refund methods policy
5. Refund Methods
Approved refunds will be processed using the following methods and timeframes:
5.1 Original Payment Method
- Credit/Debit Cards: 3-5 business days to appear on statement
- Cash Payments: Immediate cash refund or store credit
- Digital Wallets: 1-3 business days depending on provider
- Gift Cards: Refunded as store credit to original or new gift card
5.2 Processing Timeline
- Refunds are initiated within 24 hours of approval
- Bank processing times may vary and are outside our control
- Customers will receive email confirmation when refund is processed
- For delays beyond stated timeframes, contact your bank or payment provider
6. Exchanges
In certain circumstances, we may offer exchanges as an alternative to refunds:
7. Damaged or Defective Items
Special provisions apply to items that arrive damaged or are defective:
7.1 Immediate Issues
- Report damaged/defective items immediately upon receipt
- Take photos of the issue before consuming or disposing of the item
- Full refunds or replacements available for qualifying issues
- No return of physical items required for food safety reasons
7.2 Qualifying Conditions
- Food that is cold when it should be hot
- Incorrect ingredients or missing items
- Food that appears spoiled or contaminated
- Packaging damage that affects food quality
- Foreign objects found in food items
8. Contact Information
For all refund requests and customer service inquiries, please contact us through any of the following methods:
Phone Support
+1 202-915-9004
Available: Daily 11:00 AM - 11:00 PM
In-Person
2436 14th St NW, Washington, DC 20009, USA
Manager available during business hours
Important Notes:
- Please have your order number ready when contacting customer service
- Refund decisions are final and at the discretion of management
- This policy may be updated periodically - check our website for the latest version
- For third-party delivery orders, some terms may be subject to the delivery platform's policies