Refund Policy

At Pizza Luce, we are committed to delivering a satisfying dining and ordering experience to every customer. We understand that sometimes orders may not meet your expectations, and we have established this Refund Policy to ensure fair and transparent resolution of any issues that may arise. Please read this policy carefully before placing an order through our website at pizzaluces.click or through any other ordering channel we operate.

This Refund Policy applies to all food orders, catering services, and any other purchases made through Pizza Luce. By placing an order with us, you agree to the terms outlined in this policy. We reserve the right to update or modify this policy at any time, and any changes will be reflected with a new effective date at the top of this page.

1. Eligibility Conditions for Refunds

Not all orders automatically qualify for a refund. To be eligible for a refund from Pizza Luce, your situation must meet one or more of the following conditions:

• Incorrect Order: You received items that are different from what you ordered (e.g., wrong toppings, wrong size, wrong items entirely).
• 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 did not meet reasonable food quality standards at the time of delivery or pickup.
• Significant Delay: Your delivery was significantly delayed beyond the estimated delivery time quoted at checkout, and the food arrived in an unacceptable condition as a result.
• Allergic or Dietary Concerns: If a specific allergy or dietary restriction was clearly noted during the ordering process and was not honored, you may be eligible for a refund. Please contact us immediately in such cases.
• Duplicate Charges: You were charged more than once for the same order due to a technical or payment processing error.
• Order Not Delivered: Your delivery order was never received, and delivery confirmation cannot be established by our team.

Pizza Luce reserves the right to verify all refund claims and may request supporting information such as photos, order receipts, or a description of the issue before approving any refund request. All claims are reviewed on a case-by-case basis.

2. Timeframes for Refund Requests

To ensure prompt resolution of any issue, we require that refund requests be submitted within the following timeframes:

Refund requests submitted outside of these timeframes may not be eligible for consideration. We strongly encourage customers to inspect their orders upon receipt and to contact us as soon as possible if there is a problem.

3. Non-Refundable Items and Situations

The following items and circumstances are generally not eligible for a refund:

• Orders that have been partially or fully consumed, unless there is a verifiable quality or safety issue.
• Customized orders where the customer provided incorrect instructions at the time of ordering.
• Dissatisfaction based solely on personal taste preferences, where the order was prepared correctly as specified.
• Promotional, discounted, or free items received as part of a special offer.
• Delivery fees and service charges in cases where delivery was successfully completed.
• Orders that were picked up by the customer and where no quality complaint was raised at the time of pickup.
• Gift cards and digital vouchers purchased through Pizza Luce.
• Catering orders cancelled with less than 48 hours' notice (partial refunds may apply — see Section 6).
• Orders delayed due to circumstances beyond our control, including severe weather, traffic conditions, or third-party delivery platform issues.

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

Requesting a refund from Pizza Luce is simple. Please follow the steps below to ensure your claim is processed efficiently:

1. Gather Your Information: Before reaching out, make sure you have the following information ready:
   • Your full name and contact information
   • Your order number or confirmation number
   • The date and time of your order
   • A clear description of the issue
   • Photographs of the item(s) in question (if applicable)
2. Contact Us: Reach out to our customer support team using one of the methods below:
   • Email: [email protected]
   • Website: pizzaluces.click
3. Submit Your Claim: Provide all relevant details and supporting documentation. The more information you provide, the faster we can resolve your issue.
4. Await Confirmation: Once we receive your refund request, you will receive an acknowledgment from our team within 1 business day.
5. Review and Decision: Our team will review your claim, and we may follow up with additional questions. A decision will be communicated to you within 3–5 business days.
6. Refund Issued: If your claim is approved, the refund will be processed according to the payment method used and within the timeframes outlined in Section 5 below.

5. Refund Processing Times by Payment Method

Once a refund has been approved by our team, the time it takes to receive your funds will depend on your original payment method:

Please note that while we process refunds promptly on our end, the actual time for funds to appear in your account is subject to your bank or payment processor's policies and timelines. Pizza Luce is not responsible for additional delays caused by financial institutions.

In some cases, we may offer store credit as an alternative to a monetary refund. Store credit will be applied to your Pizza Luce account and can be used on a future order. We will always present this as an option and will not substitute store credit for a monetary refund without your agreement.

6. Partial Refunds

In certain situations, a partial refund may be issued rather than a full refund. Partial refunds may apply in the following circumstances:

• Only specific items in a multi-item order were incorrect, missing, or of poor quality — the refund will correspond to the value of those specific items only.
• A catering order is cancelled with less than 48 hours but more than 24 hours' notice — a partial refund of up to 50% of the total catering order value may be issued, depending on preparation costs already incurred.
• A delivery order arrived late but was still in acceptable condition — a partial refund covering the delivery fee may be considered.
• An order had a minor issue (e.g., one topping missing from a pizza) that does not warrant a full refund — we may issue a partial refund or a discount on a future order.

The amount of any partial refund will be determined at the sole discretion of Pizza Luce's customer service team, based on a fair assessment of the situation and the impact of the issue on the customer's experience.

7. Exchange Policy

Due to the perishable nature of food products, we generally do not offer direct exchanges on food items. However, in cases where an order was prepared incorrectly (wrong items, wrong toppings, wrong size), we may, at our discretion and subject to availability and proximity, offer:

• A replacement item or order to be prepared and delivered or made available for pickup as soon as possible.
• A corrected version of the original order if the customer is willing to wait or return to the restaurant.

Replacement orders are subject to availability and operational hours. We are not able to guarantee replacements in all circumstances, particularly during peak hours or near closing time. In cases where a replacement is not feasible, a full or partial refund will be issued as applicable.

8. Cancellation Policy

We understand that plans can change. Our cancellation policy is designed to be as flexible as possible while accounting for the time and resources our kitchen team invests in preparing your order.

8.1 Standard Online Orders

• Cancelled within 5 minutes of placing the order: A full refund will be issued if the order has not yet been accepted or entered preparation.
• Cancelled after 5 minutes but before preparation begins: A full refund may be issued at our discretion, depending on the status of the order in our system.
• Cancelled after preparation has begun: No refund will be issued, as ingredients and kitchen time have already been committed to your order.

8.2 Catering Orders

• Cancelled more than 72 hours before the event: Full refund issued.
• Cancelled 48–72 hours before the event: 75% refund issued.
• Cancelled 24–48 hours before the event: 50% refund issued.
• Cancelled less than 24 hours before the event: No refund issued.

To cancel an order, please contact us immediately at [email protected] with your order number and cancellation request. Cancellation requests must be received during our operating hours to be processed promptly.

9. Dispute Resolution Process

If you are not satisfied with our resolution of a refund request or if you believe a refund was wrongfully denied, we encourage you to follow the dispute resolution steps outlined below.

9.1 Internal Escalation

First, please contact our customer service team and request to escalate your complaint to a supervisor or manager. We will make every effort to resolve the dispute fairly and promptly at this stage. Please allow up to 5 business days for an escalated review.

9.2 Written Formal Complaint

If escalation through our internal customer service process does not resolve your dispute, you may submit a formal written complaint via email to [email protected] with the subject line "Formal Refund Dispute." Please include all relevant documentation, communications, and a clear explanation of why you believe the decision should be reconsidered. We will respond within 10 business days.

9.3 Consumer Protection Resources

If you remain unsatisfied after exhausting our internal dispute resolution process, you may seek assistance from the following organizations:

• Federal Trade Commission (FTC): The FTC Act provides consumer protections for unfair or deceptive practices. You may file a complaint at reportfraud.ftc.gov.
• Better Business Bureau (BBB): You may file a complaint through the BBB at www.bbb.org.
• Your State Attorney General: Many U.S. states have consumer protection divisions within the Attorney General's office that handle complaints related to business practices and refunds.
• Your Credit Card Issuer: If you paid by credit card, you may also initiate a chargeback dispute through your card issuer in accordance with your cardholder agreement.

10. Contact Information for Refund Requests

For all refund requests, questions about this policy, or general customer service inquiries, please contact Pizza Luce using the following details:

Our customer service team is available during standard business hours. We aim to respond to all inquiries within 1 business day. For urgent food safety concerns, please contact us immediately and include "URGENT" in the subject line of your email.

11. Policy Updates

Pizza Luce reserves the right to update, modify, or amend this Refund Policy at any time without prior notice. Any changes will be posted on this page with a revised effective date. We encourage you to review this policy periodically to stay informed of any updates. Your continued use of our website and ordering services following any changes constitutes your acceptance of the updated policy.

This Refund Policy is governed by the laws of the United States and applicable state laws. Any disputes arising under this policy shall be resolved in accordance with Section 9 of this document.