Refund Policy

Your satisfaction is our top priority. Learn about our comprehensive refund and exchange policy designed to ensure you have the best possible experience with Imos Pizza.

Last Updated: January 2026

1. Overview

At Imos Pizza, we are committed to providing you with the highest quality food and exceptional service. Since 1964, we have built our reputation on customer satisfaction, and we stand behind every pizza, sandwich, and meal we serve.

This refund policy outlines our commitment to addressing any concerns you may have with your order. We believe that every customer deserves to enjoy their authentic St. Louis style pizza experience, and if for any reason you are not completely satisfied, we are here to make it right.

Our Promise

We guarantee the quality and freshness of all our products. If your order does not meet our high standards or your expectations, we will work with you to resolve the issue promptly and fairly.

2. Eligibility for Refunds

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

  • Timeframe: Refund requests must be made within 24 hours of order receipt for delivery orders, or within 2 hours for dine-in experiences
  • Order Documentation: You must provide proof of purchase (receipt, order confirmation email, or order number)
  • Valid Reason: Refunds are granted for quality issues, incorrect orders, late delivery (over 60 minutes), or food safety concerns
  • Product Condition: For dine-in refunds, at least 75% of the food item must remain to qualify for a full refund
  • Contact Method: Refund requests must be made through official channels (phone, email, or in-person at the restaurant)
  • Account Verification: For online orders, we may require verification of the account used to place the order

Quick Resolution

For immediate assistance, contact us at +1 443-940-6610. Our customer service team is available during business hours to process urgent refund requests.

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 coupons cannot be refunded
  • Custom Orders: Specially customized pizzas ordered to specific dietary requirements (unless quality issue)
  • Partially Consumed Food: Items that have been more than 25% consumed (dine-in) or completely consumed
  • Delivery Fees: Standard delivery fees are non-refundable unless the delivery was significantly delayed
  • Third-Party Orders: Orders placed through third-party delivery services must follow their refund policies
  • Events and Catering: Orders for events or catering services with less than 24 hours notice
  • Discounted Items: Items purchased with significant discounts (over 50% off) may have limited refund eligibility

Special Circumstances

We understand that exceptional circumstances may arise. Please contact our management team at [email protected] to discuss special cases that may not fall under standard policy guidelines.

4. Refund Process

Follow these simple steps to request a refund:

1

Contact Us

Call us at +1 443-940-6610, email [email protected], or visit our location at 751 Key Hwy, Baltimore, MD 21230. Have your order number and receipt ready.

2

Provide Details

Explain the issue with your order. Our team may request photos of the food item or ask specific questions to better understand the problem.

3

Verification

We will verify your order details and assess your refund request based on our policy guidelines. This typically takes 2-5 minutes for phone requests.

4

Resolution

Once approved, we will process your refund using your original payment method or offer alternative solutions such as store credit or replacement items.

5

Confirmation

You will receive confirmation of your refund via email or text message, including the refund amount and expected processing time.

5. Refund Methods and Processing Times

Refunds are processed using the following methods and timeframes:

Credit/Debit Cards

  • Processing time: 3-5 business days
  • Refunded to original card used for purchase
  • Full amount including applicable taxes
  • Email confirmation sent immediately

Cash Purchases

  • Immediate cash refund available in-store
  • Valid photo ID required
  • Receipt must be presented
  • Manager approval for amounts over $50

Online/App Orders

  • Automatic processing within 24 hours
  • Refunded to payment method on file
  • Push notification and email confirmation
  • Store credit option for faster resolution

Gift Cards

  • Store credit issued for gift card purchases
  • Same value as original order
  • No expiration date on store credit
  • Transferable to other customers

Payment Processing Note

Please allow additional time for your bank to post the refund to your account. Some financial institutions may take up to 10 business days to reflect the refunded amount.

6. Exchanges vs Refunds

In many cases, we can offer exchanges as an alternative to refunds, providing you with a better overall experience:

When Exchanges Are Preferred

  • Incorrect toppings or pizza type
  • Cold or lukewarm food upon delivery
  • Missing items from your order
  • Size discrepancies (ordered large, received medium)
  • Wrong side dishes or beverages

Exchange Benefits

  • Faster resolution than refund processing
  • Fresh, hot replacement items
  • Priority preparation for replacement orders
  • Complimentary upgrade opportunities
  • Additional compensation for inconvenience

Best of Both Worlds

You can always choose between an exchange or refund. Our goal is to ensure you leave satisfied, whether that means trying a different menu item or receiving your money back.

7. Damaged or Defective Items

We take special care to ensure all food items meet our quality standards. However, if you receive damaged or defective items, we offer enhanced protection:

Immediate Actions for Damaged Items

Document the Issue

Take photos of damaged items before consuming. This helps us identify quality control issues and improve our processes.

Contact Immediately

Call us right away at +1 443-940-6610. Don't wait – immediate reporting ensures we can address the issue quickly.

Preserve Evidence

Keep damaged items available for inspection if requested. This helps us determine the cause and prevent future occurrences.

Food Safety Priority

If you suspect any food safety issues, stop consuming the item immediately and contact us. Your health and safety are our primary concern, and we will expedite resolution of any food safety-related complaints.

8. Contact Information

For all refund requests and customer service inquiries, please reach out to us through any of the following methods:

Phone Support

+1 443-940-6610

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

Email Support

[email protected]

Response within 2-4 hours during business hours

Visit Our Location

751 Key Hwy, Baltimore, MD 21230, USA

In-person refunds available during operating hours

Emergency Line

+1 443-940-6610

For urgent food safety concerns - available 24/7

Management Team

For complex refund situations or if you're not satisfied with the initial resolution, ask to speak with a manager. Our management team has additional authority to resolve unique circumstances and ensure your complete satisfaction.

Thank You for Choosing Imos Pizza

This refund policy reflects our commitment to transparency and customer satisfaction. We appreciate your business and the opportunity to serve you authentic St. Louis style pizza. If you have any questions about this policy or need assistance with a refund request, please don't hesitate to contact us.

We continuously review and update our policies to better serve our customers. Your feedback helps us improve our services and maintain the high standards you expect from Imos Pizza.