Refund Policy

At Jet's Kitchen, we are committed to delivering high-quality food and an exceptional customer experience with every order. We understand that issues can occasionally arise, and this Refund Policy outlines your rights and our procedures for handling refund requests, cancellations, and disputes in a fair and transparent manner.

By placing an order through our website jetskitchen.click or by any other means, you agree to the terms set forth in this Refund Policy. Please read this document carefully before completing any purchase.

1. Our Commitment to Customer Satisfaction

Jet's Kitchen takes pride in preparing fresh, made-to-order food. Because our products are perishable and prepared specifically for each customer, our refund policy is designed to balance customer satisfaction with the operational realities of a food service business. We evaluate each refund request individually and strive to reach a resolution that is fair for all parties involved.

2. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund under the following circumstances:

• Wrong Order Delivered: You received items that do not match what you ordered, including incorrect toppings, sizes, or food types.
• Missing Items: One or more items from your confirmed order were not included in your delivery or pickup.
• Poor Food Quality: The food you received was undercooked, overcooked, spoiled, or otherwise not of acceptable quality for safe or enjoyable consumption.
• Food Safety Concern: You discovered a foreign object in your food or experienced an issue that raises reasonable food safety concerns.
• Significant Delivery Delay: Your delivery arrived substantially later than the estimated time provided at checkout, rendering the food inedible or unsatisfactory.
• Order Not Delivered: Your order was never delivered to the address you provided and cannot be located.
• Duplicate Charge: You were charged more than once for the same order due to a payment processing error.

3. Timeframes for Refund Requests

Timely reporting is essential for us to investigate and resolve your concern effectively. Please adhere to the following timeframes when submitting a refund request:

Requests submitted outside of these timeframes may not be eligible for a refund. We encourage you to contact us as soon as an issue is identified.

4. Non-Refundable Items and Situations

Due to the perishable nature of food products, certain situations are not eligible for refunds. These include, but are not limited to:

• Orders where the customer simply changed their mind after preparation has begun.
• Customization errors made by the customer during the ordering process (e.g., selecting the wrong toppings or size).
• Food that has been substantially consumed — we are unable to issue refunds for items that have been mostly or fully eaten unless a qualifying quality issue is reported.
• Delivery delays caused by circumstances outside our control, including severe weather conditions, traffic incidents, or acts of nature.
• Orders placed with incorrect delivery addresses provided by the customer.
• Promotional or complimentary items provided at no charge.
• Digital gift cards, vouchers, or promotional credits already redeemed at the time of the refund request.
• Orders where the customer was unavailable to receive delivery after multiple contact attempts by our delivery staff.

5. How to Request a Refund — Step-by-Step

Follow the steps below to submit a refund request with Jet's Kitchen:

1. Step 1 — Gather Your Information: Locate your order confirmation number, the date and time of your order, and the email address used to place the order.
2. Step 2 — Document the Issue: If applicable, take clear photographs of the food, packaging, or any evidence supporting your claim (e.g., incorrect item, missing item, quality concern).
3. Step 3 — Contact Us: Reach out to our customer support team by email at [email protected] or through the contact form available on our website at jetskitchen.click.
4. Step 4 — Provide Details: In your message, include your full name, order number, description of the issue, and attach any supporting photographs.
5. Step 5 — Await Review: Our team will review your request within 1–3 business days and may follow up with additional questions.
6. Step 6 — Resolution: Once a determination is made, we will notify you of the outcome via email. If approved, your refund will be processed according to the timelines described in Section 6.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to appear in your account will depend on your original payment method:

Please note that while we process refunds promptly on our end, the time for funds to appear in your account is subject to your bank's or payment provider's processing schedule, which is beyond our control.

7. Partial Refunds

In some situations, a partial refund may be issued rather than a full refund. Partial refunds may apply when:

• Only specific items in an order are affected by the reported issue while the remainder of the order was satisfactory.
• The food quality concern applies to a portion of the order rather than the entire order.
• A delivery was significantly delayed but the food was still acceptable upon arrival.
• The customer partially consumed the order before identifying the issue.
• A discount or promotional reduction was already applied to the order at the time of purchase.

The amount of a partial refund will be calculated based on the value of the affected items and the nature of the issue reported. Jet's Kitchen will communicate the refund amount clearly before processing.

8. Exchange Policy

Because our food is freshly prepared to order, traditional product exchanges (returning one item for another at a later date) are generally not practical. However, we do offer the following resolutions that function similarly to an exchange:

• Replacement Order: If you received the wrong item or a significantly defective product, we may, at our discretion, prepare and send a replacement order at no additional charge. Replacement availability depends on timing, location, and store operating hours.
• Store Credit: In cases where a replacement is not feasible, we may issue store credit equivalent to the value of the affected items, which can be applied to your next order on jetskitchen.click.
• Alternative Menu Item: If a specific item is unavailable for replacement, we may offer a comparable menu item of equal or similar value as a substitute.

Exchanges and replacements are evaluated on a case-by-case basis. To request an exchange or replacement, please follow the same steps outlined in Section 5 of this policy.

9. Cancellation Policy

Orders begin preparation shortly after they are received to ensure freshness and timely delivery. As a result, our cancellation window is very limited.

9.1 Orders Eligible for Cancellation

An order may be cancelled and a full refund issued if the cancellation request is made within 5 minutes of placing the order and before food preparation has commenced. Once our kitchen begins preparing your order, cancellations are generally not accepted.

9.2 How to Cancel an Order

To request a cancellation, contact us immediately at [email protected] or call us directly. Include your order number and state that you wish to cancel. We will confirm whether cancellation is still possible based on the stage of preparation.

9.3 Pre-Scheduled and Catering Orders

For large catering orders or pre-scheduled deliveries, cancellations must be submitted at least 24 hours before the scheduled delivery or pickup time to be eligible for a full refund. Cancellations made less than 24 hours in advance may be subject to a cancellation fee of up to 50% of the total order value to cover ingredient and preparation costs already incurred.

9.4 Cancellations Due to Our Error

If Jet's Kitchen cancels your order for any reason — including ingredient unavailability or operational issues — you will receive a full refund and, where possible, advance notice of the cancellation.

10. Dispute Resolution Process

We aim to resolve all refund and service complaints amicably and efficiently. If you are unsatisfied with the resolution offered by our customer support team, you may escalate your concern through the following process:

10.1 Internal Escalation

Request that your complaint be escalated to a senior customer service manager. We will review your case again within 3–5 business days and provide a final resolution in writing.

10.2 Chargeback Rights

As a consumer in the United States, you have the right to initiate a chargeback through your credit card issuer or bank if you believe you have been wrongly charged and we have failed to resolve the matter. We encourage you to contact us directly first, as chargebacks can be time-consuming for both parties. However, we respect your right to pursue this avenue.

10.3 Consumer Protection Agencies

Consumers in the United States may also file complaints with the Federal Trade Commission (FTC) at ftc.gov or contact your state's Attorney General's office for consumer protection assistance. Customers located in California may have additional rights under the California Consumer Privacy Act (CCPA/CPRA) and applicable state consumer protection laws.

10.4 Informal Mediation

If a dispute cannot be resolved through our internal process or a chargeback, either party may propose informal mediation before pursuing formal legal action. We are committed to resolving disputes in good faith.

10.5 Governing Law

This Refund Policy shall be governed by and construed in accordance with the laws of the United States and the state in which our business operates. Any unresolved disputes shall be subject to binding arbitration or handled in a court of competent jurisdiction, as applicable under relevant law.

11. Fraudulent Refund Requests

Jet's Kitchen takes fraudulent refund claims seriously. Submitting false information, fabricating evidence, or repeatedly abusing our refund process may result in the cancellation of your account, refusal of future orders, and, where appropriate, reporting to relevant authorities. We reserve the right to deny refund requests that we determine, in good faith, to be fraudulent or made in bad faith.

12. Changes to This Refund Policy

Jet's Kitchen reserves the right to update or modify this Refund Policy at any time. Changes will take effect immediately upon being posted to our website at jetskitchen.click. We encourage you to review this policy periodically. Your continued use of our services following any changes constitutes your acceptance of the updated policy.

13. Contact Information for Refund Requests

If you have a question about a refund, need to submit a claim, or wish to speak with a member of our team, please reach out to us using the contact details below. Our customer support team is available to assist you during regular business hours.

This Refund Policy was last updated on June 24, 2026. All refund decisions made by Jet's Kitchen are final after the escalation process outlined in Section 10 has been completed. Thank you for choosing Jet's Kitchen — we value your business and your trust.