Refund Policy

At Pizza Luce, we are committed to delivering high-quality food and an outstanding customer experience. We understand that issues may occasionally arise with your order, and we want to make the process of requesting a refund or resolution as straightforward as possible. Please read this Refund Policy carefully to understand your rights and our obligations when it comes to refunds, cancellations, and exchanges.

This policy applies to all purchases made through our website lucespizza.click, by phone, or in person at our location. By placing an order with Pizza Luce, you agree to the terms outlined in this policy.

1. Our Commitment to Quality

Pizza Luce takes pride in preparing fresh, made-to-order food for every customer. Because our products are perishable and prepared specifically upon request, our refund policy reflects the unique nature of food service businesses operating in the United States. We comply with applicable federal and state consumer protection standards, including guidelines established by the Federal Trade Commission (FTC) under the FTC Act.

We always strive to resolve any issue fairly and promptly. If you are unhappy with your order for any reason, we encourage you to contact us as soon as possible so we can make it right.

2. Eligibility Conditions for Refunds

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

• Incorrect Order: You received an item that is different from what you ordered (wrong toppings, wrong size, wrong item entirely).
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food you received was undercooked, overcooked, spoiled, or otherwise not meeting reasonable quality standards.
• Food Safety Concerns: You discovered a foreign object or substance in your food that poses a health or safety concern.
• Order Not Delivered: Your delivery order was never received despite confirmation of placement and payment.
• Significant Delay: Your order was delivered more than 60 minutes beyond the estimated delivery time without prior notice from our team.
• Duplicate Charge: You were charged more than once for the same order due to a technical error.

All refund requests are subject to review and verification by our team. We reserve the right to request supporting documentation such as photos, order confirmation numbers, or a description of the issue before processing any refund.

3. Timeframes for Refund Requests

To be eligible for a refund, you must notify Pizza Luce within the following timeframes:

4. Non-Refundable Items and Services

Due to the perishable nature of food products, certain items and circumstances are not eligible for refunds:

• Orders where the customer simply changed their mind after the food has been prepared.
• Customized orders where the customer provided incorrect customization instructions (e.g., wrong address, wrong special requests) at the time of ordering.
• Partially consumed food items, unless there was a quality defect present from the beginning.
• Promotional or discounted items marked as non-refundable at the time of purchase.
• Delivery fees are non-refundable once delivery has been dispatched, except in cases where the order was never delivered.
• Tips and service charges are non-refundable under any circumstances.
• Gift cards and promotional credits already applied to an order.
• Orders impacted by circumstances outside our control, including but not limited to severe weather, natural disasters, power outages, or third-party delivery service failures beyond our reasonable control.

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

To request a refund, please follow the steps below. This process is designed to be quick and easy so we can resolve your concern without unnecessary delay.

6. Refund Processing Times by Payment Method

Once a refund is approved, the time it takes to receive your money back depends on the payment method used during the original transaction:

7. Partial Refunds

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

• Only one or a few items from your order were missing, incorrect, or unsatisfactory, while the rest of the order was prepared and delivered correctly.
• The food quality issue affected only part of the order.
• A delivery was significantly delayed but the food was ultimately received in acceptable condition.
• A customer partially consumed a meal before identifying a quality issue, where a full refund would not be proportional to the inconvenience experienced.

The amount of any partial refund will be determined at the sole discretion of Pizza Luce, taking into account the nature and extent of the issue reported. We always aim to offer a fair resolution that reflects the actual impact on your experience.

8. Exchange Policy

Pizza Luce is pleased to offer order replacements as an alternative to refunds in eligible circumstances. If your order was incorrect or had a quality issue, we may offer to prepare and send a replacement order at no additional charge, subject to the following conditions:

• The replacement request must be made within 2 hours of receiving the original order.
• Replacement orders are subject to normal preparation and delivery times.
• We reserve the right to offer a replacement instead of a monetary refund in cases where the issue can be reasonably corrected.
• Replacements are available for the same item originally ordered. Substitutions may be considered on a case-by-case basis.

If you prefer a monetary refund over a replacement, please indicate this clearly when you contact our customer service team. We will do our best to accommodate your preference.

9. Cancellation Policy

We understand that plans change. However, because our food is made fresh to order, our ability to cancel and refund an order depends on the stage of preparation at the time the cancellation request is received.

9.1 Online and Phone Orders

• Within 5 minutes of placing the order: You may cancel for a full refund if the order has not yet entered the preparation stage. Contact us immediately by phone or email.
• After 5 minutes or once preparation has begun: Cancellations may not be accepted, and a refund may not be issued. We will notify you of the order status when you contact us.

9.2 In-Store Orders

In-store orders that have been placed and entered the preparation queue cannot be cancelled or refunded unless a quality or safety issue arises with the completed order.

9.3 Catering and Large Group Orders

For catering orders or large group orders, cancellations must be made at least 48 hours in advance of the scheduled delivery or pickup time to receive a full refund. Cancellations made within 48 hours of the scheduled time may be subject to a cancellation fee of up to 50% of the total order value to cover the cost of food and preparation already underway.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, or if you believe your concern has not been adequately addressed, Pizza Luce encourages you to follow the steps below before pursuing any formal legal action.

10.1 Internal Escalation

If you are unhappy with the initial response from our customer service team, you may request that your case be escalated to a senior manager. Please email us at [email protected] with the subject line "Escalation Request – Order #[Your Order Number]" and explain why you believe the initial resolution was unsatisfactory. A manager will review your case and respond within 3–5 business days.

10.2 Chargeback and Credit Card Disputes

If you believe you have been incorrectly charged, you have the right under US consumer protection law to dispute the charge with your credit card issuer or bank. We encourage you to first contact us directly, as most issues can be resolved without the need for a formal chargeback. However, we understand that you retain this right and will cooperate with any investigation conducted by your financial institution.

10.3 FTC Consumer Complaint

As a United States-based business, Pizza Luce operates in accordance with the Federal Trade Commission Act. If you believe a federal consumer protection law has been violated, you may file a complaint with the FTC at ftc.gov/complaint.

10.4 State Consumer Protection Resources

Depending on your state of residence, you may also have access to additional consumer protection resources through your state's Attorney General office. We encourage you to explore all available options if you feel your complaint has not been resolved satisfactorily.

10.5 Informal Mediation

For disputes that cannot be resolved through our internal process, Pizza Luce agrees to participate in informal mediation before either party pursues binding arbitration or litigation. Mediation costs will be shared equally between both parties unless otherwise agreed.

11. Store Credit as an Alternative

In certain situations where a monetary refund is not available (for example, when a request falls outside the eligible timeframe but still represents a genuine concern), Pizza Luce may offer store credit as a goodwill gesture. Store credit:

• Has no expiration date and can be applied to any future order.
• Is non-transferable and cannot be exchanged for cash.
• Will be applied to your customer account or provided as a unique promotional code.

12. 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 lucespizza.click with the updated effective date. Continued use of our services after a policy update constitutes your acceptance of the revised terms.

13. Contact Information

If you have any questions about this Refund Policy, need to submit a refund request, or require further assistance, please do not hesitate to contact us. Our customer service team is here to help.