Refund Policy

At Pizza Luce, we are committed to delivering the highest quality food and dining experience to every customer. We understand that issues may occasionally arise, and we want to ensure that your concerns are addressed fairly and promptly. This Refund Policy outlines your rights and our procedures regarding refunds, cancellations, exchanges, and dispute resolution for orders placed through our website at eat-pizzaluce.digital.

By placing an order with Pizza Luce, you acknowledge that you have read, understood, and agree to be bound by this Refund Policy. This policy is governed by the laws of the United States and applicable state consumer protection regulations, including the Federal Trade Commission (FTC) Act.

1. Eligibility Conditions for Refunds

Pizza Luce stands behind the quality of every item we prepare and deliver. A refund or replacement may be issued under the following circumstances:

• Incorrect Order: You received an item or order that is different from what was confirmed at the time of purchase.
• Missing Items: One or more items from your confirmed order were not delivered or included in your pickup order.
• Food Quality Issues: The food received was undercooked, spoiled, contaminated, or otherwise unfit for consumption at the time of delivery or pickup.
• Allergen Concerns: Your order contained an ingredient that you specifically requested to be excluded due to a documented allergy or dietary restriction, and the omission was confirmed at the time of order placement.
• Significant Delivery Delays: Your order was delayed significantly beyond the estimated delivery time provided at checkout, resulting in food being unusable or unsatisfactory.
• Failed or Duplicate Transactions: You were charged more than once for the same order, or your payment was processed but the order was never confirmed or fulfilled.

Refund eligibility is assessed on a case-by-case basis. Pizza Luce reserves the right to request photographic evidence or additional information to verify the reported issue before processing any refund.

2. Timeframes for Refund Requests

To ensure a fair and efficient 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 customers to contact us as soon as a problem is discovered to allow us to resolve the matter quickly and effectively.

3. Non-Refundable Items and Services

Certain items and circumstances are not eligible for a refund. These include, but are not limited to:

• Correctly prepared orders: If your order was prepared exactly as specified and you simply changed your mind after delivery or pickup, a refund will not be issued.
• Customization errors made by the customer: If an incorrect customization was selected by the customer at the time of ordering (e.g., wrong toppings chosen), and the order was fulfilled as submitted, we are unable to offer a refund.
• Partially consumed items: Refunds will not be granted for items that have been substantially consumed unless a documented quality defect is identified.
• Promotional or discounted items: Items purchased using special promotions, discount codes, or limited-time offers may not be eligible for a full refund. Partial refunds may be considered at our discretion.
• Gift cards and digital vouchers: Gift cards, promotional credits, and digital vouchers are non-refundable and cannot be exchanged for cash once issued.
• Delivery fees: Delivery service charges are generally non-refundable unless the order was never received due to a fault on our part.
• Tips and gratuities: Any gratuity or tip included at the time of checkout is non-refundable.

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

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

1. Step 1 — Gather Your Information: Before contacting us, please have the following details ready:
   • Your full name and contact information
   • Order number or confirmation number
   • Date and time of the order
   • Description of the issue
   • Photographic evidence (where applicable, such as for missing or incorrect items, or food quality concerns)
2. Step 2 — Contact Us: Reach out to our customer support team via one of the following methods:
   • Email: [email protected]
   • Website: eat-pizzaluce.digital
3. Step 3 — Submit Your Request: Provide all relevant information, including a clear description of the problem and any supporting evidence such as photographs. The more detail you provide, the faster we can assess and process your request.
4. Step 4 — Await Confirmation: Our customer service team will acknowledge your refund request within 1–2 business days. We may follow up with additional questions if further information is required to process your claim.
5. Step 5 — Resolution: Once your refund request has been reviewed and approved, we will notify you of the outcome and initiate the appropriate resolution — which may include a full refund, partial refund, store credit, or replacement order.

5. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes for funds to appear in your account will depend on your original payment method:

6. Partial Refunds

In certain situations, a partial refund may be issued instead of a full refund. Partial refunds may be applicable under the following conditions:

• Only a portion of your order was affected by the issue (e.g., one incorrect item out of a larger order).
• The food quality concern applies to a specific item and not the entire order.
• The customer contributed to the issue (e.g., provided an incorrect delivery address that caused a partial loss).
• Items were partially consumed before the issue was reported.
• A discount or promotional price was applied to the order at the time of purchase.

The amount of a partial refund will be determined at the sole discretion of Pizza Luce, based on the nature of the complaint and the value of the affected item(s). We will always communicate the rationale for any partial refund decision clearly to the customer.

7. Exchange Policy

Due to the perishable nature of food products, Pizza Luce does not offer traditional product exchanges. However, in cases where an order is confirmed to be incorrect or does not meet our quality standards, we may offer to:

• Remake and redeliver the affected item(s) at no additional cost to the customer, subject to availability and operating hours.
• Issue a store credit equivalent to the value of the affected item(s) for use on a future order placed through eat-pizzaluce.digital.

Replacement orders are subject to the same preparation and delivery timeframes as regular orders. We will always confirm the arrangement with you before proceeding with a replacement.

8. Cancellation Policy

We begin preparing your order as soon as it is confirmed. Because of this, our ability to cancel orders is limited. Please review the following cancellation guidelines:

8.1 Online Orders

• Cancellations must be requested within 5 minutes of placing your order online to be eligible for a full refund.
• If your order has already entered the preparation stage, cancellation may not be possible, and a refund may not be issued.
• To request a cancellation, please contact us immediately at [email protected] with your order number and request.

8.2 Catering and Group Orders

• Catering or large group orders must be cancelled at least 48 hours in advance of the scheduled delivery or pickup time to be eligible for a full refund.
• Cancellations made between 24 and 48 hours before the scheduled time may be subject to a cancellation fee of up to 50% of the total order value.
• Cancellations made with less than 24 hours' notice are generally non-refundable, as ingredients and preparation have already been committed.

8.3 Delivery Orders Already In Transit

Once an order has been dispatched for delivery, it cannot be cancelled. If you no longer wish to receive the delivery, please contact us as soon as possible, and we will do our best to accommodate your request. In such cases, a refund will be assessed based on the circumstances.

9. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Pizza Luce encourages you to engage in the following dispute resolution process before pursuing any formal or legal action:

9.1 Internal Escalation

If your initial refund request was not resolved to your satisfaction, you may request an escalation by emailing [email protected] with the subject line "Refund Dispute — Escalation Request". Please include your original case or order number and a description of your concerns. A senior member of our customer service team will review your case within 5 business days.

9.2 Good Faith Negotiation

Pizza Luce is committed to resolving all disputes in good faith. We will make every reasonable effort to reach a mutually satisfactory resolution. We encourage customers to provide all relevant documentation and communicate openly during this process.

9.3 Consumer Protection Resources

If you remain unsatisfied after exhausting our internal resolution process, you have the right to file a complaint with the following consumer protection authorities:

• Federal Trade Commission (FTC): www.ftc.gov or 1-877-FTC-HELP
• Your State Attorney General's Office: Consumer protection offices vary by state. Please visit your state's official government website for contact information.
• Better Business Bureau (BBB): www.bbb.org

9.4 Chargeback and Payment Disputes

While you have the right to initiate a chargeback with your financial institution, we ask that you first contact us directly to resolve the matter. Many issues can be resolved quickly through direct communication, and we value the opportunity to make things right before a formal dispute process is initiated.

10. Fraud Prevention

Pizza Luce is committed to maintaining the integrity of our refund process. We reserve the right to refuse refund requests that appear to be fraudulent, abusive, or made in bad faith. Customers who submit false claims, manipulate order records, or engage in any form of fraudulent activity may be permanently banned from using our services and may be reported to the appropriate authorities.

11. Changes to This Refund Policy

Pizza Luce reserves the right to update or modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website at eat-pizzaluce.digital. The date of the most recent revision will always be displayed at the top of this page. We encourage customers to review this policy periodically. Continued use of our services following any modifications constitutes your acceptance of the revised policy.

12. Contact Information

For all refund requests, cancellations, or general inquiries regarding this policy, please contact our customer support team using the details below:

Our customer support team is available to assist you during regular business hours. We strive to respond to all inquiries within 1–2 business days. For the fastest response, please email us with your order number and a clear description of your concern.