Refund Policy

At Pizza Luce, we are committed to delivering fresh, high-quality food and an exceptional customer experience. We understand that sometimes things do not go as planned, and we want to make sure you feel confident when placing an order with us. This Refund Policy outlines the terms and conditions under which refunds, exchanges, and cancellations are handled for orders placed through our website at pizzaluces.top or any other ordering channel we operate.

Please read this policy carefully before placing an order. By completing a purchase through our platform, you acknowledge and agree to the terms described in this document.

1. Our Commitment to Quality

Pizza Luce takes pride in preparing every order with care, fresh ingredients, and attention to detail. Every pizza, side dish, and beverage is prepared to order and handled according to strict food safety standards. Because of the perishable nature of food products, our refund policy is designed to be fair while accounting for the realities of food preparation and delivery.

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

2. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund under the following circumstances:

• ✅ You received an incorrect item that does not match your order confirmation.
• ✅ Your order or part of your order was missing upon delivery or pickup.
• ✅ The food received was in an unsatisfactory condition (e.g., undercooked, spoiled, or otherwise unfit for consumption).
• ✅ You were charged more than once for the same order due to a technical error.
• ✅ Your order was confirmed but never delivered or made available for pickup within a reasonable time frame.
• ✅ A delivery was significantly delayed beyond the estimated time communicated at checkout, and the food quality was materially affected as a result.

All refund requests are reviewed on a case-by-case basis. Pizza Luce reserves the right to request photographic or written evidence to support a refund claim before approving any request.

3. Timeframes for Refund Requests

To ensure we can properly assess your concern, refund requests must be submitted within the following timeframes:

Requests submitted outside these timeframes may not be honored. We strongly encourage customers to contact us as soon as they notice an issue with their order.

4. Non-Refundable Items and Situations

The following situations are generally not eligible for refunds:

• ❌ Orders that were delivered correctly and as described, where dissatisfaction is based on personal taste preferences.
• ❌ Customization errors made by the customer during the ordering process (e.g., selecting wrong toppings, wrong size, or wrong crust).
• ❌ Orders where the customer provided an incorrect delivery address and the order was delivered to that address.
• ❌ Food that was consumed in full or substantially before a complaint was raised.
• ❌ Requests submitted after the deadlines specified in Section 3.
• ❌ Promotional items, complimentary add-ons, or items received free of charge as part of a special offer.
• ❌ Delivery fees, where the delivery was successfully completed regardless of the food-related complaint.
• ❌ Gift cards or store credit that have been redeemed or used.

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

If you believe you qualify for a refund, please follow the steps below to submit your request:

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your funds depends on the original payment method used:

Please note that these timeframes begin after Pizza Luce has approved and initiated the refund. Processing times may vary depending on your bank or financial institution, and we have no control over delays on their end. If you have not received your refund within the expected timeframe, we recommend contacting your bank or payment provider before reaching out to us.

7. Partial Refunds

In some situations, a partial refund may be issued rather than a full refund. This may apply when:

• Only certain items in your order were incorrect or missing, while the rest of the order was fulfilled properly.
• The food quality issue affected only a portion of the order.
• A discount, promotional code, or loyalty reward was applied to the original order — refunds will reflect the actual amount paid.
• The order was partially consumed before the issue was reported, reducing the refundable value.
• Delivery was completed but with a significant delay — in such cases, a partial refund may be offered as a gesture of goodwill.

The amount of any partial refund will be communicated to the customer prior to processing. Customers have the right to accept or dispute the partial refund offer through our dispute resolution process outlined in Section 10.

8. Exchange Policy

Due to the perishable and freshly prepared nature of our food products, we are generally unable to offer direct exchanges. However, in situations where an incorrect item was delivered, Pizza Luce may, at its discretion, offer to prepare and deliver a replacement item at no additional cost, subject to the following conditions:

• The replacement request is made within 2 hours of the original delivery or pickup.
• The incorrect or unsatisfactory item is documented with photographic evidence.
• The replacement is only available for the same or equivalent item, not a different menu item.
• Replacement availability may depend on operational hours and delivery area at the time of the request.

If a replacement is not available or feasible, a full or partial refund will be offered instead. Customers cannot demand both a replacement and a refund for the same item.

9. Cancellation Policy

We understand that plans change. Below is our cancellation policy based on the stage of your order:

9.1 Cancellation Before Preparation Begins

If you wish to cancel your order before it has entered the preparation stage, please contact us immediately at [email protected]. If the cancellation request is received in time, we will issue a full refund to your original payment method.

9.2 Cancellation After Preparation Has Begun

Once our kitchen has begun preparing your order, cancellation is generally not possible, as the food cannot be reused or resold. In exceptional circumstances, a partial refund or store credit may be offered at Pizza Luce's sole discretion.

9.3 Cancellation After Dispatch

Orders that have already been dispatched for delivery cannot be cancelled. If there is an issue upon receipt of your order, please refer to our refund eligibility conditions in Section 2.

9.4 Restaurant Cancellations

In rare cases, Pizza Luce may need to cancel your order due to unforeseen circumstances such as ingredient unavailability, kitchen closures, or extreme weather events affecting delivery. In such cases, you will be notified promptly and will receive a full refund or the option to reschedule your order.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Pizza Luce provides a formal dispute resolution process in accordance with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act and applicable state consumer protection regulations.

Step 1: Internal Escalation

Submit a written appeal to our management team at [email protected] with the subject line "Refund Dispute – [Your Order Number]." Please include your original refund request details and the reason for your dissatisfaction with our initial response. We will review your appeal within 3–5 business days.

Step 2: Good Faith Negotiation

Our management team will make every reasonable effort to reach a mutually satisfactory resolution. We are committed to resolving disputes fairly and transparently.

Step 3: Chargeback Rights

If you paid by credit or debit card and believe you have been wrongly charged, you retain the right to initiate a chargeback through your card issuer. However, we kindly ask that customers attempt to resolve disputes directly with Pizza Luce before initiating a chargeback, as this helps us resolve issues more efficiently.

Step 4: Third-Party Mediation

If an internal resolution cannot be reached, customers may seek assistance through a neutral third-party mediator. Costs of mediation, if any, will be discussed and agreed upon in advance by both parties.

11. Consumer Rights Under United States Law

As a customer in the United States, you are protected by various federal and state consumer protection laws. The Federal Trade Commission (FTC) Act prohibits unfair or deceptive acts or practices in commerce, and Pizza Luce is committed to full compliance with these standards. If you believe your consumer rights have been violated, you may also file a complaint with the FTC at www.ftc.gov or with your state's consumer protection office.

12. Policy Updates

Pizza Luce reserves the right to update or modify this Refund Policy at any time. Changes will be posted on our website at pizzaluces.top with an updated effective date. We encourage customers to review this page periodically. Continued use of our services following any changes constitutes your acceptance of the updated policy.

13. Contact Information for Refund Requests

For all refund-related inquiries, cancellations, or complaints, please contact our customer support team using the details below:

We aim to respond to all refund inquiries within 1–2 business days. For urgent matters related to food safety or health concerns, please contact us immediately via email and mark your message as urgent.