Refund Policy

At Pizza Luce, we are committed to delivering exceptional food and a satisfying customer experience every time you place an order. We understand that situations arise where a refund or replacement may be necessary, and we have established this Refund Policy to ensure a fair, transparent, and consistent process for all of our customers. Please read this policy carefully before placing your order.

1. Our Commitment to Customer Satisfaction

Pizza Luce takes pride in the quality of every item we prepare and deliver. Our team works diligently to ensure that all orders are accurate, fresh, and prepared to the highest standards. However, we recognize that issues can occasionally occur — whether a wrong item is delivered, a product arrives in an unsatisfactory condition, or an order is canceled due to unforeseen circumstances. This policy outlines your rights and our obligations when these situations arise.

By placing an order through our website at eat-pizzaluce.rest, by phone, or in person, you agree to the terms and conditions outlined in this Refund Policy.

2. Eligibility Conditions for Refunds

Refund requests will be considered under the following circumstances:

• Incorrect Order: You received items that are different from what you ordered (e.g., wrong toppings, wrong size, or wrong dish entirely).
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Damaged or Spoiled Product: The food arrived in a condition that renders it inedible or significantly different from expected quality standards (e.g., spilled, crushed, or improperly prepared).
• Allergic Reactions Due to Mislabeling: If you clearly specified dietary restrictions or allergies at the time of ordering and those instructions were not followed, potentially causing harm or an allergic reaction.
• Order Never Received: Your delivery order was confirmed but never arrived within a reasonable time window and was not delivered to your address.
• Duplicate Charges: You were charged more than once for the same order due to a technical or processing error.
• Significant Delay: Your order was delayed by more than 60 minutes beyond the estimated delivery time due to reasons attributable to Pizza Luce, and you no longer wish to receive the order.

3. Timeframes for Refund Requests

To ensure a prompt and fair resolution, all refund requests must be submitted within the following timeframes:

Requests submitted outside of these timeframes may not be eligible for a refund. We encourage all customers to inspect their orders promptly upon receipt.

4. Non-Refundable Items and Services

The following are generally not eligible for refunds:

• Orders where the customer selected the wrong item or size but the order was prepared correctly as submitted.
• Food items that have been consumed in full or in significant part prior to a complaint being raised.
• Promotional or discounted items that were clearly labeled as non-refundable at the time of purchase.
• Gift cards or store credit once issued and redeemed.
• Delivery fees, unless the order was never delivered due to a Pizza Luce error.
• Tips or gratuities added to online orders.
• Custom special-request items that were prepared exactly as instructed by the customer.
• Orders that were delayed due to circumstances outside Pizza Luce's control, including severe weather, road closures, or third-party delivery platform issues.

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

Follow the steps below to submit a refund request:

1. Gather Your Information: Have your order confirmation number, the date and time of your order, your contact information, and a description of the issue ready before reaching out.
2. Document the Problem: If possible, take clear photographs of the incorrect, damaged, or missing items. Visual documentation significantly helps us resolve your request quickly.
3. Contact Pizza Luce: Reach out to us using one of the following methods:
   • Email: [email protected]
   • Website: eat-pizzaluce.rest
4. Provide Full Details: In your message, include your full name, order number, the item(s) in question, the nature of the issue, and any photos or supporting evidence.
5. Wait for Confirmation: Our customer service team will acknowledge your request within 1 business day and may follow up with additional questions.
6. Resolution: Once your request is reviewed and approved, we will inform you of the resolution — which may include a full refund, partial refund, replacement order, or store credit, depending on the situation.

6. Refund Processing Times by Payment Method

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

Please note that while we initiate refunds promptly upon approval, the actual timing of funds appearing in your account is subject to your bank or payment provider's processing schedule and is outside of our direct control.

7. Partial Refunds

In some cases, a partial refund may be issued instead of a full refund. Partial refunds may apply when:

• Only a portion of the items in an order were incorrect, missing, or damaged, while the rest of the order was satisfactory.
• The food quality was below standard for one item in a multi-item order.
• A catering or large group order was partially canceled with insufficient notice (less than 48 hours but more than 24 hours before the event).
• An order was partially consumed before the issue was identified, limiting our ability to verify the complaint fully.

The amount of a partial refund will be determined by Pizza Luce based on the verified details of the complaint and the value of the affected items.

8. Exchange Policy

In many cases, Pizza Luce prefers to resolve order issues by offering a replacement rather than a monetary refund. This allows us to ensure you receive the product you originally ordered without delay.

Exchanges and replacements are available under the following conditions:

• The wrong item was delivered and the correct item can be prepared and delivered within a reasonable timeframe.
• The original item was damaged or unsatisfactory and can be remade promptly.
• The customer agrees to receive a replacement rather than a refund.

Please note that replacement orders are subject to availability and kitchen hours. If a replacement is not possible (e.g., during closing hours or if an ingredient is unavailable), we will issue a refund or store credit instead.

Exchanges cannot be made for items simply because the customer changed their mind about their selection after the order was correctly prepared.

9. Cancellation Policy

We understand that plans can change. Here is our cancellation policy based on order type:

9.1 Standard Delivery and Pickup Orders

Standard orders may be canceled within 5 minutes of placement at no charge, provided that food preparation has not yet begun. Once the kitchen has started preparing your order, cancellations may result in a partial refund or store credit only, as ingredients and labor have already been committed.

9.2 Pre-Scheduled Orders

Orders scheduled in advance for a future date or time may be canceled with a full refund if the cancellation is made at least 24 hours before the scheduled delivery or pickup time. Cancellations made less than 24 hours in advance may not be eligible for a full refund.

9.3 Catering and Large Group Orders

Catering orders or large group orders (typically 10 or more people) require a minimum of 48 hours' notice for cancellation to receive a full refund. Cancellations between 24 and 48 hours in advance may receive a 50% refund. Cancellations made less than 24 hours before the event will not be eligible for a refund due to the significant preparation, ingredients, and staffing involved.

10. Third-Party Delivery Platform Orders

If you placed your order through a third-party delivery platform such as DoorDash, Uber Eats, Grubhub, or any other service, please be aware that the refund and cancellation processes are governed by the policies of those platforms. Pizza Luce does not have direct control over refunds processed through these services.

We encourage you to contact the relevant platform's customer support for resolution. However, if you believe the issue originated with the preparation of your food (wrong items, missing items, or food quality), please also reach out to us directly so we may take note of the issue and improve our service.

11. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, or if a dispute arises in connection with your order or payment, Pizza Luce encourages the following dispute resolution process:

Step 1: Internal Review

Contact our customer service team at [email protected] and clearly explain your concern. Request that your case be escalated to a manager or supervisor for further review. We are committed to resolving complaints fairly and promptly at this level.

Step 2: Written Formal Complaint

If the matter remains unresolved after the initial review, you may submit a formal written complaint via email to [email protected] with the subject line "Formal Complaint – [Your Order Number]." We will respond in writing within 5 business days with a final determination.

Step 3: External Resolution

If you remain unsatisfied with our final determination, you have the following options:

• Credit Card Chargeback: You may contact your bank or credit card issuer to initiate a chargeback dispute. Please note that chargebacks should only be used as a last resort and after exhausting our internal resolution process.
• FTC Complaint: As a United States-based business, consumers have the right to file a complaint with the Federal Trade Commission (FTC) at ftc.gov under the FTC Act regarding unfair or deceptive business practices.
• State Consumer Protection Agency: Depending on your state of residence, you may also file a complaint with your state's consumer protection office.
• Better Business Bureau (BBB): You may file a complaint with the BBB, which may facilitate mediation between you and Pizza Luce.

12. Consumer Rights Under Applicable Law

Pizza Luce operates in the United States and complies with all applicable federal and state consumer protection laws. Depending on your state of residence, you may have additional consumer rights beyond those described in this policy. Notably:

• Residents of California may have additional rights under the California Consumer Privacy Act (CCPA/CPRA) and the California Consumer Legal Remedies Act (CLRA).
• All consumers in the United States are protected under the Federal Trade Commission Act, which prohibits unfair or deceptive acts in commerce.

Nothing in this Refund Policy is intended to limit or waive any rights you may have under applicable 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-pizzaluce.rest with the updated effective date. We encourage you to review this policy periodically. Continued use of our services following any changes constitutes your acceptance of the revised policy.

14. Contact Information

For all refund requests, cancellations, or questions related to this policy, please contact our customer support team:

Our customer service team is available to assist you and will make every effort to respond to your inquiry promptly. We value your business and your trust in Pizza Luce, and we are dedicated to making every experience a positive one.