Refund Policy

Customer Satisfaction Commitment

At Imo's Pizza, we are committed to delivering exceptional food and service that meets and exceeds your expectations. We stand behind the quality of our products and want every customer to be completely satisfied with their dining experience.

This Refund Policy outlines the terms and conditions under which refunds may be requested and processed. We believe in transparent policies that protect both our customers and our business while maintaining the highest standards of food quality and customer service.

Refund Eligibility

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

Timeframe Requirements

• Dine-in Orders: Refund requests must be made within 24 hours of your visit
• Takeout Orders: Refund requests must be made within 2 hours of order pickup
• Delivery Orders: Refund requests must be made within 1 hour of delivery
• Catering Orders: Refund requests must be made within 4 hours of delivery or event start time

Product Condition

• Food items must be substantially unconsumed (more than 75% remaining)
• Items must be in their original packaging where applicable
• Cold or temperature-sensitive items must have been properly stored
• Custom or specialty orders may have different requirements

Proof of Purchase

• Original receipt or order confirmation
• Valid order number or transaction ID
• Credit card statement showing the transaction (if receipt is lost)
• Photo identification matching the name on the order

Non-Refundable Items

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

• Consumed Food Items: Any food that has been substantially consumed (less than 75% remaining)
• Custom Orders: Specialty pizzas with unique toppings or modifications made to customer specifications
• Gift Cards: All gift card purchases are final and non-refundable
• Promotional Items: Free items received through promotions or loyalty programs
• Third-Party Delivery: Orders placed through external delivery platforms (subject to their policies)
• Event Deposits: Non-refundable deposits for catering or special events
• Alcoholic Beverages: Once opened or consumed, alcoholic beverages cannot be refunded
• Perishable Items: Items that have exceeded safe consumption time limits

How to Request a Refund

Follow these steps to request a refund for your order:

1. Contact Us Immediately: Call our store at +1 504-581-3467 or visit us in person during business hours
2. Provide Order Details: Have your receipt, order number, and photo ID ready for verification
3. Explain the Issue: Clearly describe the problem with your order and why you're requesting a refund
4. Return the Product: Bring the food item(s) back to our location if requested by management
5. Complete Refund Form: Fill out our refund request form with all required information
6. Receive Confirmation: Get a refund confirmation number and estimated processing time
7. Follow Up: Contact us if you don't receive your refund within the specified timeframe

Online Refund Requests

For your convenience, you can also email us at [email protected] with the following information:

• Your full name and contact information
• Order number and date of purchase
• Detailed description of the issue
• Photos of the product (if applicable)
• Preferred refund method

Refund Methods and Processing

Refunds will be processed using the following methods and timeframes:

Original Payment Method

• Credit/Debit Cards: 3-5 business days to appear on your statement
• Cash Payments: Immediate cash refund available in-store
• Digital Payments: 2-3 business days for PayPal, Venmo, etc.
• Gift Cards: Credit applied to new gift card within 24 hours

Alternative Refund Options

• Store Credit: Immediate credit for future purchases with 10% bonus value
• Account Credit: Applied to your loyalty account for online orders
• Check Refund: Mailed within 7-10 business days (for large amounts)

Exchanges vs. Refunds

In many cases, we can offer exchanges instead of refunds, which may be more convenient and faster:

When We Recommend Exchanges

• Wrong pizza toppings or size
• Food temperature issues
• Minor preparation errors
• Preference changes for similar-value items

Exchange Process

1. Contact us immediately with your concern
2. We'll prepare a replacement order at no charge
3. Return the original item when picking up the replacement
4. No paperwork required for simple exchanges

Exchange Benefits

• Faster Resolution: New food prepared immediately
• Fresh Products: Receive hot, fresh replacement items
• No Waiting: No processing delays like with refunds
• Value Added: Often includes complimentary sides or drinks

Damaged or Defective Items Policy

We take immediate action for orders that are damaged, defective, or significantly different from what was ordered:

Immediate Refund/Replacement Situations

• Food Safety Issues: Any concerns about food safety or contamination
• Severely Damaged Orders: Spilled, crushed, or significantly damaged food
• Wrong Orders: Completely incorrect items delivered or served
• Temperature Failures: Cold food that should be hot, or spoiled items
• Missing Items: Significant portions of your order not delivered

Expedited Process

For damaged or defective items, we offer:

1. Immediate Acknowledgment: We apologize and take responsibility
2. Instant Replacement: New order prepared with priority handling
3. Full Refund Option: Complete refund processed immediately if preferred
4. Compensation: Additional credits or complimentary items for your inconvenience
5. Follow-up: Manager contact to ensure satisfaction and prevent future issues

Additional Information

Business Hours for Refund Requests

• Monday - Friday: 9:00 AM - 9:00 PM
• Saturday - Sunday: 11:00 AM - 10:00 PM
• Holidays: Limited hours (call ahead)

Manager Approval

Refunds over $50 require manager approval. Our management team is available during all business hours to handle larger refund requests and complex situations.

Record Keeping

We maintain records of all refund requests for quality improvement purposes. This information helps us identify patterns and improve our food preparation and service processes.

Policy Updates

This refund policy may be updated from time to time. The most current version will always be available on our website. Significant changes will be communicated to our customers through email notifications and in-store announcements.

Last Updated: January 2026