Refund Policy

At Jet's Kitchen, we are committed to providing our customers with the highest quality food and service. We understand that sometimes things don't go as planned, and we want to make sure you are completely satisfied with your experience. This Refund Policy outlines the terms and conditions under which we will issue refunds, exchanges, or credits for orders placed through our website at jetskitchen.rest or through any other ordering channel we operate.

Please read this policy carefully before placing an order. By completing a purchase with Jet's Kitchen, you acknowledge that you have read, understood, and agreed to the terms of this Refund Policy.

1. Our Commitment to Quality

Jet's Kitchen takes great pride in preparing fresh, high-quality food for every order. Our team works diligently to ensure that every item meets our quality standards before it leaves our kitchen. However, we recognize that errors can occur, and we are fully committed to resolving any issues fairly and promptly.

If you are dissatisfied with your order for any reason covered under this policy, we encourage you to contact us as soon as possible so we can make it right.

2. Eligibility Conditions for Refunds

A refund or store credit may be issued in the following circumstances:

• Incorrect Order: You received an item that is different from what you ordered.
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food you received was undercooked, overcooked, spoiled, or otherwise not meeting reasonable quality standards.
• Allergen Concerns: An item contained an ingredient that was specifically excluded from your order due to an allergy or dietary restriction that was clearly communicated at the time of ordering.
• Order Not Delivered: Your delivery order was not received and cannot be confirmed as delivered by our system or delivery partner.
• Significant Delay: Your order was delivered significantly beyond the estimated delivery window without prior notice, resulting in food that is no longer fit for consumption.
• Duplicate Charge: You were charged more than once for the same order due to a system or payment processing error.

To be eligible for a refund, customers must meet the following basic conditions:

• The refund request must be submitted within the applicable timeframe described in Section 3 below.
• The customer must provide sufficient evidence of the issue (such as photos, order confirmation number, or a description of the problem).
• The order must have been placed directly through jetskitchen.rest or an authorized Jet's Kitchen ordering channel.

3. Timeframes for Refund Requests

Refund requests must be submitted within the following timeframes to be considered:

Requests submitted outside of these timeframes may not be eligible for a full refund but may be considered for partial store credit at the discretion of Jet's Kitchen management.

4. Non-Refundable Items and Situations

Certain items and circumstances are not eligible for a refund. These include, but are not limited to:

• Change of Mind: Refunds will not be issued simply because you changed your mind about an item after it was prepared or delivered.
• Customization Errors by Customer: If incorrect customizations or special instructions were submitted by the customer at the time of ordering, and the order was prepared accordingly, no refund will be issued.
• Partially Consumed Items: Items that have been largely consumed cannot be refunded on the basis of quality unless the issue was reported before or during consumption.
• Promotional or Complimentary Items: Free items, promotional gifts, or complimentary add-ons are not eligible for refunds.
• Delivery Fees: Delivery fees are generally non-refundable unless the order was never delivered through no fault of the customer.
• Service Fees and Tips: Any service fees or gratuities added at checkout are non-refundable.
• Orders Placed Through Third-Party Platforms: Orders placed through third-party delivery apps or platforms (such as DoorDash, Uber Eats, Grubhub, etc.) are subject to those platforms' own refund policies and must be disputed directly with them.

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

To request a refund, please follow these steps:

1. Gather Your Order Information: Locate your order confirmation number, which can be found in your confirmation email or within your account on jetskitchen.rest.
2. Document the Issue: If applicable, take clear photographs of the item(s) in question. This is especially helpful for food quality complaints, missing items, or incorrect orders.
3. Contact Us Promptly: Reach out to our customer service team using one of the contact methods listed in Section 11 of this policy. Be sure to contact us within the applicable timeframe described in Section 3.
4. Provide Required Details: When contacting us, please include the following:
   • Your full name and contact information
   • Your order confirmation number
   • The date and time of your order
   • A clear description of the issue
   • Any supporting photos or documentation
5. Review and Response: Our team will review your request and respond within 1–2 business days. We may follow up with additional questions to better understand the situation.
6. Resolution: Once the issue has been verified, we will process your refund, store credit, or replacement, as applicable, and notify you of the outcome.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the processing time will vary depending on your original payment method:

7. Partial Refunds

In some situations, only a partial refund may be granted. These situations include:

• Only some items in a multi-item order were missing or incorrect — only the affected items will be refunded.
• A food quality issue affected only part of the order and the remainder was satisfactory.
• An order was significantly delayed but was ultimately received and partially consumed.
• The customer accepted a replacement item of lesser value.
• A refund request was submitted outside of the standard timeframe but within a reasonable extended window — partial store credit may be offered at management's discretion.

Partial refunds will be calculated based on the item price at the time of purchase. Jet's Kitchen reserves the right to determine whether a full or partial refund is appropriate based on the nature of the complaint and any supporting documentation provided.

8. Exchange Policy

In cases where a food item was prepared incorrectly or did not meet quality standards, Jet's Kitchen may offer a replacement item rather than a monetary refund. The following conditions apply to our exchange policy:

• Replacement items must be of equal or lesser value than the original item. If you prefer a replacement of greater value, the difference in price will be charged.
• Replacement orders for delivery must be reported and confirmed within 2 hours of original delivery.
• For in-store or pickup orders, the affected item must be returned to the location within 30 minutes of pickup if a physical replacement is requested.
• Jet's Kitchen reserves the right to offer a store credit or voucher in lieu of a physical replacement, depending on operational circumstances.
• We do not exchange food items that have been fully consumed or that show evidence of tampering.

9. Cancellation Policy

Orders placed with Jet's Kitchen are processed quickly to ensure freshness and timely delivery. As a result, our cancellation window is limited.

9.1 Standard Orders

• You may cancel your order without penalty within 5 minutes of placing it, provided the order has not yet entered preparation.
• Once an order has entered the preparation stage, it cannot be cancelled and no refund will be issued.
• To cancel an order, contact us immediately by phone at the number listed in Section 11 or through the order management page on jetskitchen.rest.

9.2 Pre-Orders and Scheduled Orders

• Pre-orders or scheduled future orders may be cancelled up to 2 hours before the scheduled preparation time for a full refund.
• Cancellations made less than 2 hours before the scheduled time may only be eligible for store credit.

9.3 Catering and Large Group Orders

• Catering or large group orders require a minimum of 48 hours advance notice for cancellation to receive a full refund.
• Cancellations made between 24 and 48 hours in advance will receive a 50% refund or store credit for the remaining balance.
• Cancellations made less than 24 hours in advance are non-refundable.

10. Dispute Resolution Process

If you are not satisfied with our response to your refund request, you may escalate your concern through the following process:

1. Step 1 — Internal Escalation: Request to speak with or email a member of our management team. Provide all prior communication and your original complaint details. Our management team will review your case within 3 business days.
2. Step 2 — Written Formal Complaint: If the issue remains unresolved, you may submit a written formal complaint to our email address at [email protected] with the subject line "Formal Refund Dispute." We will respond within 5 business days.
3. Step 3 — Chargeback or Payment Dispute: As a consumer in the United States, you have the right to initiate a chargeback through your bank or credit card issuer if you believe you have been wrongfully charged. We encourage you to exhaust our internal resolution process before pursuing a chargeback. Please note that chargebacks initiated without attempting resolution with us may result in a suspension of your account.
4. Step 4 — Consumer Protection Agencies: You may also file a complaint with the Federal Trade Commission (FTC) at ftc.gov or with your state's consumer protection office if you believe your consumer rights have been violated.

11. Contact Information for Refund Requests

To submit a refund request or if you have any questions about this policy, please contact us through any of the following methods:

Our customer service team is available during regular business hours. We strive to respond to all refund inquiries within 1–2 business days.

12. Policy Updates

Jet's Kitchen reserves the right to update or modify this Refund Policy at any time without prior notice. Any changes will be reflected on this page with an updated effective date. We encourage customers to review this policy periodically to stay informed of any changes. Continued use of our services following any update to this policy constitutes your acceptance of the revised terms.