Refund Policy

At Pizza Luce, we are committed to delivering exceptional food and service to every customer. We understand that occasionally issues may arise with your order, and we want to ensure your experience is resolved fairly and promptly. Please read this Refund Policy carefully to understand your rights and our procedures regarding refunds, cancellations, and exchanges.

This policy applies to all purchases made through our website eat-lucepizza.click, phone orders, and in-person transactions. By placing an order with Pizza Luce, you agree to the terms outlined in this Refund Policy.

1. Our Commitment to Customer Satisfaction

Pizza Luce takes great pride in the quality of our food and the satisfaction of our customers. We use fresh, high-quality ingredients and follow rigorous preparation standards. However, we recognize that mistakes can happen, and we are dedicated to making things right when they do. Our refund policy is designed to be fair, transparent, and in compliance with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act.

We encourage all customers to review their orders carefully before submission and to contact us as soon as possible if any issue arises.

2. Eligibility Conditions for Refunds

Refund requests will be considered under the following circumstances:

• Incorrect Order: You received an item that is different from what you ordered.
• Missing Items: One or more items were missing from your order upon delivery or pickup.
• Food Quality Issues: The food received was undercooked, overcooked, spoiled, or otherwise not meeting acceptable quality standards.
• Allergic Reactions Due to Incorrect Preparation: If you specified an allergy or dietary restriction and the order was incorrectly prepared, resulting in the wrong ingredients being included.
• Significant Delivery Delay: If your delivery arrived significantly later than the estimated delivery time provided at checkout, and the food quality was compromised as a result.
• Order Never Received: If your delivery order was confirmed but never arrived and cannot be located by our team or delivery partner.
• Duplicate Charges: If you were charged more than once for the same order due to a system or payment processing error.

To be eligible for a refund, requests must be submitted within the applicable timeframe outlined in Section 3 below, and customers must provide reasonable evidence of the issue (such as photos, order confirmation numbers, or a description of the problem).

3. Timeframes for Refund Requests

Timeliness is important when submitting a refund request. Please review the following timeframes:

Requests submitted outside these timeframes may be denied at Pizza Luce's discretion, though we encourage you to contact us regardless, as exceptions may be made in extraordinary circumstances.

4. Non-Refundable Items and Services

The following are generally not eligible for refunds:

• Change of Mind: Refunds are not issued if you simply change your mind after the order has been prepared or delivered.
• Consumed Food: Items that have been substantially consumed and do not exhibit a verifiable quality defect are not eligible for refunds.
• Customized Orders Prepared Correctly: If you ordered a custom pizza or meal with specific modifications and those modifications were correctly applied, no refund will be issued for personal preference reasons after the fact.
• Delivery Fees: Delivery charges are generally non-refundable unless the entire order was not delivered or a delivery error on our part was the cause of the refund.
• Promotional or Discounted Items: Items purchased under special promotions, limited-time offers, or discount codes may have limited or no refund eligibility as specified at the time of promotion.
• Digital Gift Cards: Once purchased and delivered electronically, gift cards are non-refundable unless required by applicable state law.
• Tip Amounts: Gratuity added at checkout is non-refundable once processed.

5. How to Request a Refund (Step-by-Step)

Follow these steps to submit a refund request:

1. Gather Your Order Information: Have your order confirmation number, the date and time of the order, and your contact information ready before reaching out.
2. Document the Issue: If possible, take clear photographs of the food item(s) in question. Photos can help us understand the issue and expedite your request.
3. Contact Pizza Luce: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: eat-lucepizza.click
4. Provide a Description: Clearly describe the issue with your order, including what was wrong, what you expected, and what you received. Attach any supporting photos or documents.
5. Wait for Confirmation: Our customer support team will acknowledge your refund request within 1 business day of receipt.
6. Review and Resolution: Our team will review your request, which may take up to 3 business days. We may contact you for additional information if needed.
7. Refund Decision: You will be notified via email of the outcome of your refund request. If approved, the refund will be processed according to the timelines in Section 6.

6. Refund Processing Times by Payment Method

Once a refund is approved, the time it takes to receive your refund depends on your original payment method:

Please note that while we process refunds promptly on our end, your bank or payment provider may take additional time to post the credit to your account. If you have not received your refund after the stated timeframe, please first check with your bank before contacting us.

7. Partial Refunds

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

• Only one or a few items in a multi-item order were incorrect or missing, and the rest of the order was satisfactory.
• The food quality issue affected only part of an order (e.g., one pizza topping was wrong but the overall pizza was otherwise correct).
• An item was delivered late but was still reasonably edible and consumed.
• Customer error contributed partially to the issue (e.g., an incorrect address was provided causing a delay, but the food itself was of acceptable quality).
• A promotional discount was applied to part of the order.

Partial refund amounts will be calculated based on the proportional value of the affected items relative to the total order cost, including applicable taxes and fees for those items.

8. Cancellation Policy

We begin preparing your food shortly after your order is placed to ensure the fastest possible delivery or pickup time. As a result, our cancellation window is limited:

8.1 Online and Phone Orders

• Within 5 minutes of order placement: Full cancellation and refund may be possible if the order has not yet entered the preparation stage. Please call us immediately.
• After 5 minutes: Once food preparation has begun, the order cannot be cancelled and no refund will be issued for cancellation requests.

8.2 Scheduled Orders

If you have placed a scheduled order (e.g., for a future date or time), cancellations may be accepted up to 1 hour before the scheduled preparation time. Please contact us as early as possible to request a cancellation.

8.3 Catering and Large Group Orders

For catering orders or large group orders (typically over $150 in value), cancellations must be made at least 24 hours in advance to receive a full refund. Cancellations made between 12 and 24 hours in advance may be eligible for a 50% refund. Cancellations with less than 12 hours' notice are generally non-refundable, as ingredients and preparation resources will have already been allocated.

9. Exchange Policy

Pizza Luce offers exchanges in certain situations where a refund may not be the most appropriate resolution:

• Incorrect Item Received: If you received the wrong item, we will prioritize sending you the correct order as quickly as possible, subject to availability and operational hours.
• Quality Issue: If the quality of a food item was unsatisfactory and you would prefer a replacement rather than a refund, we are happy to offer a replacement item of equal or lesser value.
• Missing Item: If an item was missing from your order and you are a local pickup customer, you may return to our location to receive the missing item.

Exchanges are subject to the same eligibility timeframes as refund requests. Exchange items will be prepared fresh and will not be subject to additional delivery charges if the original order included delivery.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we encourage you to follow our dispute resolution process before pursuing external remedies:

Step 1: Internal Escalation

If you believe your refund request was incorrectly denied or inadequately addressed, please contact us again at [email protected] with the subject line "Refund Dispute – [Your Order Number]." Request that your case be escalated to a senior customer service representative or manager. Include any additional evidence or information that supports your claim.

Step 2: Written Formal Complaint

If escalation does not resolve the issue to your satisfaction, you may submit a formal written complaint. We will review all formal complaints within 5 business days and provide a written response with our final decision.

Step 3: External Resources

If you remain unsatisfied after exhausting our internal dispute resolution process, you may contact the following external bodies:

• Federal Trade Commission (FTC): File a complaint at reportfraud.ftc.gov for consumer protection matters.
• Better Business Bureau (BBB): Submit a complaint through your local BBB chapter.
• State Attorney General Office: Contact the Attorney General's office in the state where the transaction occurred for consumer protection assistance.
• Credit Card Chargeback: You may contact your credit card issuer to initiate a chargeback for disputed transactions. Please note that we ask you to attempt resolution with us first before initiating a chargeback.

We are committed to resolving all disputes fairly and in good faith. Our goal is always a satisfactory resolution for our customers.

11. Fraud Prevention

Pizza Luce reserves the right to deny refund requests that appear to be fraudulent, abusive, or made in bad faith. Customers who repeatedly request refunds without valid justification may have their accounts reviewed and, if necessary, restricted from future ordering. We take fraud seriously and will cooperate with law enforcement and payment processors as required.

12. Consumer Rights Under Applicable Law

This Refund Policy is intended to be consistent with applicable United States consumer protection laws. Depending on your state of residence, you may have additional rights under state law. For example:

• Customers in California may have additional rights under the California Consumer Privacy Act (CCPA/CPRA) regarding their personal data used in the refund process.
• The FTC Act prohibits unfair or deceptive acts or practices in commerce. Our refund policy is designed to be transparent and fair in accordance with these standards.

Nothing in this policy is intended to limit or waive any rights you may have under applicable federal or state law.

13. Policy Updates

Pizza Luce reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on our website at eat-lucepizza.click with an updated effective date. Continued use of our services after the posting of changes constitutes your acceptance of the revised policy. We encourage you to review this page periodically.

14. Contact Information for Refund Requests

For all refund requests, questions, or concerns related to this policy, please contact us using the information below: