Refund Policy

At Pizza Luce, we are committed to delivering an exceptional dining experience and ensuring complete customer satisfaction with every order. We understand that issues may occasionally arise, and this Refund Policy outlines your rights and our procedures for handling refund requests, cancellations, and order disputes in a fair and transparent manner.

Please read this policy carefully before placing an order through our website at eat-pizzaluce.click or by contacting us directly. 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 pride in the quality of every pizza, appetizer, beverage, and menu item we prepare. We use fresh, high-quality ingredients and follow strict preparation standards to ensure every order meets our quality benchmarks. However, we acknowledge that mistakes can happen — whether in preparation, delivery, or order accuracy — and we are fully committed to making things right.

Our refund and resolution process is designed to be simple, prompt, and customer-focused. We encourage all customers to contact us as soon as possible if they experience any issue with their order so we can address it quickly and effectively.

2. Eligibility Conditions for Refunds

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

• Incorrect Order Received: You received items that differ from what you ordered (e.g., wrong toppings, wrong size, wrong crust type).
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food was undercooked, overcooked, spoiled upon delivery, or otherwise unfit for consumption due to a preparation error on our part.
• Significant Delay: Your delivery was significantly delayed beyond the estimated delivery time due to circumstances within our control, causing the food to arrive in an unsatisfactory condition.
• Duplicate Charges: You were charged more than once for the same order due to a system or payment processing error.
• Order Not Delivered: Your order was confirmed and paid for but never delivered to your address through no fault of your own.
• Allergic Ingredient Error: Your order contained an ingredient that you explicitly requested to be excluded due to a documented allergy or dietary restriction, and this was noted at the time of ordering.

3. Timeframes for Refund Requests

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

Requests submitted outside these timeframes may not be eligible for a refund. We strongly encourage customers to inspect their order upon receipt and contact us immediately if any issue is identified.

4. Non-Refundable Items and Situations

The following situations are generally not eligible for refunds under our policy:

• Orders where the food has been substantially consumed (more than 50% eaten) before a complaint is submitted.
• Customer dissatisfaction based solely on personal taste preferences, provided the order was prepared correctly and according to the specifications provided.
• Orders where incorrect delivery information (address, phone number, etc.) was provided by the customer, resulting in non-delivery or delayed delivery.
• Requests for refunds based on promotional or coupon pricing discrepancies when the promotion terms were clearly communicated.
• Delivery fees, where the delivery was successfully completed, regardless of food-related issues (delivery fee refunds are assessed separately).
• Refund requests submitted beyond the applicable timeframes outlined in Section 3.
• Orders placed in error by the customer (wrong items selected, wrong quantity), where preparation has already begun.
• Gift cards, promotional credits, or loyalty reward redemptions are non-refundable and non-transferable.

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

Follow these steps to submit a refund request with Pizza Luce:

1. Step 1 — Gather Your Order Details: Locate your order confirmation number, the date and time of your order, and the items you ordered. Having this information ready will help us process your request more quickly.
2. Step 2 — Document the Issue: If possible, take clear photographs of the food item(s) in question, especially in cases involving food quality, incorrect items, or missing items. Photographic evidence helps us resolve your claim faster and improves our quality control processes.
3. Step 3 — Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: eat-pizzaluce.click
4. Step 4 — Provide Required Information: In your refund request, include the following details:
   • Full name on the order
   • Order confirmation number
   • Date and time of the order
   • Description of the issue
   • Preferred resolution (refund, replacement, or store credit)
   • Photographs if applicable
5. Step 5 — Await Review: Our customer service team will review your request within 1–2 business days and contact you with a decision or to request any additional information needed.
6. Step 6 — Receive Resolution: Upon approval, your refund, replacement, or store credit will be processed according to the timelines outlined in Section 6 of this policy.

6. Refund Processing Times by Payment Method

Once your refund request has been approved by our team, the time it takes for the funds to reach you depends on your original payment method:

7. Partial Refunds

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

• Only some items in a multi-item order were incorrect, missing, or unsatisfactory.
• The food quality issue affected only part of the order, and the remainder was received correctly.
• A delivery was significantly delayed but the food was still consumable upon arrival.
• A promotional discount was applied at the time of purchase, and the refund reflects the actual amount paid for the specific item(s) in question.
• The customer consumed a portion of the food before noticing the issue, and the remaining unconsumed portion is the subject of the complaint.

The amount of any partial refund will be determined fairly by our customer service team based on the nature and extent of the issue reported.

8. Exchange Policy

Pizza Luce offers order replacements as an alternative to monetary refunds in eligible situations. If you received an incorrect order or an item that does not meet our quality standards, we may offer to prepare and deliver a replacement order at no additional charge.

Replacement orders are subject to the following conditions:

• Replacement requests must be made within 2 hours of receiving the original order.
• Replacements are available for delivery orders during active delivery hours only.
• For pickup orders, you may return to the restaurant with the original (uneaten or partially uneaten) item(s) to receive a replacement.
• Pizza Luce reserves the right to offer a store credit instead of a replacement if a replacement cannot be fulfilled within a reasonable timeframe.
• Replacements are issued once per order and are not available for previously replaced orders.

9. Cancellation Policy

Due to the fresh and time-sensitive nature of food preparation, our cancellation window is limited:

9.1 How to Cancel an Order

To cancel an order, contact us immediately via:

• Email: [email protected]

Please include your order number and the reason for cancellation. Cancellation requests are handled on a first-come, first-served basis. We cannot guarantee cancellation if your order has already entered the preparation stage.

9.2 Cancellation Due to Unforeseen Circumstances

In rare cases, Pizza Luce may need to cancel an order due to:

• Ingredient unavailability
• Equipment malfunction
• Delivery zone restrictions
• Severe weather or natural disasters
• High order volume or staffing issues

In such cases, you will be notified promptly, and a full refund will be issued to your original payment method within the timeframes specified in Section 6.

10. Dispute Resolution Process

If you are unsatisfied with our initial response to your refund request, you have the right to escalate your concern through our formal dispute resolution process.

10.1 Internal Escalation

Submit a written escalation request to [email protected] with the subject line "Refund Dispute Escalation" and include:

• Your original refund request reference or ticket number
• A detailed description of why you disagree with the initial decision
• Any additional supporting documentation or photographs

Escalated disputes will be reviewed by a senior member of our management team within 3–5 business days.

10.2 Consumer Protection Resources

As a food business operating in the United States, Pizza Luce is subject to consumer protection laws enforced by the Federal Trade Commission (FTC) under the FTC Act. If you believe your consumer rights have been violated, you may contact the FTC at www.ftc.gov or call 1-877-382-4357.

Additionally, if you paid by credit card and believe a charge was fraudulent or unauthorized, you have the right to file a chargeback dispute directly with your card issuer under applicable consumer financial protection regulations. We encourage you to reach out to us first, as we are committed to resolving all issues directly with our customers.

10.3 Third-Party Delivery Platforms

If your order was placed through a third-party delivery platform (such as DoorDash, Uber Eats, Grubhub, etc.), your refund may need to be processed through that platform's own refund and dispute resolution process. Pizza Luce has limited ability to issue refunds for orders placed and paid through third-party apps. Please refer to the respective platform's customer support for assistance with those orders.

11. Store Credit as an Alternative

In some cases, Pizza Luce may offer store credit as an alternative or in addition to a monetary refund. Store credit:

• Is applied to your Pizza Luce account or issued as a digital credit code
• Can be used on future orders placed through eat-pizzaluce.click
• Is valid for 12 months from the date of issuance
• Is non-transferable and has no cash value
• Cannot be combined with other promotional discounts unless stated otherwise

12. Policy Updates

Pizza Luce reserves the right to update or modify this Refund Policy at any time. Any changes will be reflected on this page with a revised "Last Updated" date. We encourage customers to review this policy periodically. Continued use of our services after any changes constitutes acceptance of the updated policy.

13. Contact Information for Refund Requests

For all refund inquiries, cancellations, or order issues, please contact our customer service team using the information below. We aim to respond to all inquiries within 1–2 business days.