Refund Policy

At Pizza Luce, we are committed to delivering fresh, high-quality food and an exceptional customer experience with every order. We understand that situations may arise where a refund or exchange becomes necessary. This Refund Policy outlines the conditions, procedures, and timeframes applicable to refund and cancellation requests for orders placed through our website pizzalucenow.click or by phone.

Please read this policy carefully before placing your order. By completing a purchase with Pizza Luce, you agree to the terms described in this Refund Policy. If you have questions or concerns, please contact us using the information provided at the end of this document.

1. General Refund Philosophy

As a food service business operating in the United States, Pizza Luce recognizes that food products are perishable and time-sensitive. Because of the nature of prepared food, refunds are handled on a case-by-case basis and evaluated carefully to ensure fairness to both our customers and our business. We take all complaints seriously and work diligently to resolve issues promptly and professionally.

Our refund policy is guided by applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act, which requires that businesses engage in fair and honest trade practices. We are dedicated to honoring our commitments and making the refund process as smooth as possible for our customers.

2. Eligibility Conditions for Refunds

A refund request may be considered eligible under the following circumstances:

• Wrong order delivered: You received items that differ from what you ordered, and the error was made by Pizza Luce.
• Missing items: One or more items from your order were not included in your delivery or pickup bag.
• Food quality issues: The food delivered was undercooked, overcooked, spoiled, or otherwise failed to meet reasonable standards of quality and safety.
• Order not delivered: Your delivery order was confirmed but never arrived, and Pizza Luce is responsible for the non-delivery.
• Duplicate charges: You were charged more than once for the same order due to a technical or billing error.
• Allergic reactions due to inaccurate ingredient disclosure: If you suffered an adverse reaction because we failed to disclose known allergens accurately, you may be eligible for a full refund and we will take immediate corrective action.

3. Timeframes for Refund Requests

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

Requests submitted after these timeframes may not be honored. We strongly encourage customers to inspect their orders upon receipt and contact us immediately if any issues are identified.

4. Non-Refundable Items and Services

The following items and situations are generally not eligible for refunds:

• Orders that have been fully consumed or substantially eaten before a complaint is filed.
• Orders where the customer provided an incorrect delivery address and the food was delivered to the address specified.
• Dissatisfaction based purely on personal taste preferences (e.g., "I don't like the flavor") when the food was prepared correctly according to the order.
• Promotional or discounted items purchased as part of a limited-time offer, unless there is a verifiable quality or accuracy issue.
• Delivery fees and service charges, unless the non-delivery was caused by Pizza Luce.
• Orders placed through third-party delivery platforms (such as DoorDash, Uber Eats, or Grubhub) — refund requests for those orders must be directed to the respective platform in accordance with their refund policies.
• Gift cards and electronic vouchers once redeemed.

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

To initiate a refund request, please follow these steps:

1. Step 1 — Contact Us Promptly: Reach out to our customer service team as soon as possible within the applicable timeframe. You may contact us via email at [email protected] or by visiting our website at pizzalucenow.click.
2. Step 2 — Provide Your Order Information: Include your full name, order number, the date and time of your order, the delivery or pickup address, and a detailed description of the issue you experienced.
3. Step 3 — Submit Supporting Evidence: Where applicable, attach clear photographs of the incorrect, missing, or unsatisfactory food items. Visual evidence significantly accelerates the review process.
4. Step 4 — Review and Acknowledgment: Our customer service team will review your request and send you an acknowledgment email within 1 to 2 business days confirming receipt of your claim.
5. Step 5 — Resolution: After reviewing all information provided, Pizza Luce will notify you of the outcome of your refund request. If approved, refunds will be processed using the original payment method within the timeframes outlined in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund is approved, the processing time depends on the payment method used at checkout:

Please note that while Pizza Luce processes refunds promptly upon approval, the actual time it takes for the funds to appear in your account may vary depending on your financial institution's policies, over which we have no control.

7. Partial Refunds

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

• Only a portion of your order was incorrect, missing, or unsatisfactory.
• You received most of your order correctly, but one or two items did not meet your expectations due to our error.
• A promotional discount was applied to your order and only part of the order is being refunded — the refund will be calculated proportionally to the discounted price paid.
• Delivery fees may be excluded from a partial refund unless the issue directly resulted from a delivery failure.

The amount of a partial refund will be communicated clearly to the customer before it is processed, and the customer will have the opportunity to accept or escalate the resolution through our dispute process described in Section 10.

8. Exchange Policy

Due to the perishable nature of food products, exchanges are handled differently from traditional retail exchanges. If you received an incorrect item, Pizza Luce may offer the following remedies at our discretion:

• Replacement order: We will prepare and deliver the correct item(s) at no additional charge, subject to availability and operating hours.
• Store credit: If a replacement is not feasible (e.g., the kitchen is closed or delivery is not possible), we will issue a store credit equivalent to the value of the incorrect item(s) for use on your next order.
• Monetary refund: If neither a replacement nor store credit is acceptable to the customer, a monetary refund will be processed for the value of the affected item(s).

Pizza Luce will always attempt to provide the most satisfying resolution possible under the circumstances. Customers are encouraged to communicate their preferred remedy when submitting a complaint.

9. Cancellation Policy

We understand that plans change. The following cancellation terms apply to orders placed with Pizza Luce:

9.1 Online and Phone Orders

• Cancellation before preparation begins: If you contact us within 5 minutes of placing your order and food preparation has not yet started, we will cancel your order and issue a full refund.
• Cancellation after preparation begins: Once your order is being prepared, cancellations are generally not accepted. In exceptional circumstances, a store credit may be issued at the discretion of the manager.
• No-show for pickup orders: If you fail to pick up your order without prior notice, no refund will be issued. However, if you contact us within 30 minutes of the scheduled pickup time to explain the situation, we may offer a store credit at our discretion.

9.2 Catering and Large Group Orders

• Cancellations made more than 48 hours before the scheduled catering event will receive a full refund.
• Cancellations made between 24 and 48 hours before the event will receive a 50% refund.
• Cancellations made less than 24 hours before the event are non-refundable, as ingredients and preparation time have already been committed.

10. Dispute Resolution Process

If you are dissatisfied with the outcome of your refund request, Pizza Luce provides the following dispute resolution process:

1. Internal Escalation: Contact our customer service team and request escalation to a senior manager. Provide your original complaint reference number and explain why you believe the initial resolution was unsatisfactory. We will respond within 3 business days.
2. Written Formal Complaint: If the internal escalation does not resolve your concern, you may submit a formal written complaint to our management team via email at [email protected] with the subject line "Formal Refund Dispute." We will conduct a thorough review and provide a final written response within 7 business days.
3. External Consumer Protection Resources: If you remain unsatisfied after exhausting our internal process, you have the right to contact external consumer protection agencies, including:
   • The Federal Trade Commission (FTC) at www.ftc.gov
   • Your state's Attorney General Consumer Protection Division
   • The Better Business Bureau (BBB) at www.bbb.org
4. Chargeback Rights: As a consumer, you have the right to dispute a charge with your credit card company or bank if you believe the charge was unauthorized or that Pizza Luce failed to fulfill its obligations. We encourage you to attempt resolution with us directly before initiating a chargeback, as we are committed to resolving all legitimate complaints fairly.

11. Fraudulent Refund Requests

Pizza Luce reserves the right to deny refund requests that are determined to be fraudulent, abusive, or made in bad faith. Customers who repeatedly make false claims may have their accounts suspended and may be refused future service. We take the integrity of our refund process seriously to protect both our team and our honest customers.

12. Amendments to This Policy

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

13. Contact Information for Refund Requests

For all refund requests, questions, or concerns regarding this policy, please contact us through the following channels: