Refund Policy

At Pizza Luce, we are committed to ensuring every customer has a satisfying dining and ordering experience. This Refund Policy outlines the terms and conditions under which refunds, exchanges, and cancellations are handled for orders placed through our website lucepizza-meal.digital or via any other ordering channel. Please read this policy carefully before placing your order.

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

1. General Refund Philosophy

Pizza Luce takes pride in the quality of our food and service. We understand that sometimes orders may not meet your expectations due to preparation errors, quality concerns, or delivery issues. Our goal is to resolve any such concerns fairly, promptly, and professionally. Refunds are evaluated on a case-by-case basis, and we reserve the right to determine the appropriate resolution for each situation.

Because our products are perishable food items prepared fresh upon order, our refund policy differs from standard retail policies. We encourage customers to contact us as soon as possible if there is any issue with their order so we can address it in a timely manner.

2. Eligibility Conditions for Refunds

Refunds may be issued under the following circumstances:

• Wrong Order Delivered: You received items that were different from what you ordered.
• Missing Items: Your order arrived incomplete, with one or more items missing.
• Food Quality Issues: The food was undercooked, overcooked, spoiled, or otherwise not prepared to an acceptable standard.
• Significant Delay: Your delivery was significantly delayed beyond the estimated delivery window, resulting in food that was no longer suitable for consumption upon arrival.
• Duplicate Charges: You were charged more than once for the same order due to a technical error.
• Order Not Received: Your order was confirmed and charged but never delivered or made available for pickup.
• Allergenic Ingredients: An item contained an ingredient that was specifically requested to be excluded due to a stated allergy or dietary restriction, and this was clearly indicated at the time of ordering.

To be eligible for a refund, the issue must be reported within the applicable timeframe as described in Section 3 below. Refund requests submitted outside the eligible timeframe may not be honored at our discretion.

3. Timeframes for Refund Requests

All refund requests must be submitted within the following timeframes to be considered eligible:

We strongly recommend that you inspect your order upon receipt and contact us immediately if you notice any discrepancies or quality issues. Delayed reporting significantly limits our ability to verify claims and process refunds appropriately.

4. Non-Refundable Items and Situations

Certain items and circumstances are not eligible for refunds. Please review the following non-refundable situations carefully:

• Change of Mind: Refunds will not be issued simply because you changed your mind about an order after it has been prepared or is in transit.
• Consumed Food: If more than 50% of a food item has been consumed, it is not eligible for a refund, except in cases of genuine food safety concerns.
• Customization Errors by Customer: If the incorrect item was delivered because you entered incorrect customization details at the time of ordering, a refund will not be issued.
• Incorrect Delivery Address: If an order was not delivered because an incorrect address was provided by the customer, we are unable to process a refund.
• Promotions and Discounted Items: Items purchased using promotional discounts, coupons, or special deal pricing may have limited or no refund eligibility depending on the terms of the specific promotion.
• Delivery Fees: Delivery fees are generally non-refundable once the delivery process has begun, except in cases where the order was not delivered at all.
• Tip Amounts: Tips paid to delivery personnel are non-refundable under all circumstances.
• Gift Cards and Store Credits: Purchased gift cards and issued store credits are non-refundable for cash but may be used toward future purchases.

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

To request a refund, please follow the steps outlined below:

1. Step 1 — Document the Issue: Before contacting us, take clear photographs of the food item(s) in question, including the packaging and any visible issues. This documentation will support your claim and help us process your request more efficiently.
2. Step 2 — Contact Our Customer Support Team: Reach out to Pizza Luce using one of the contact methods listed in Section 11 of this policy. Provide your full name, order number, the date and time of the order, and a clear description of the problem.
3. Step 3 — Submit Supporting Evidence: Email any photographs or supporting documents to [email protected]. Include your order confirmation number in the subject line for faster processing.
4. Step 4 — Await Review: Our customer service team will review your request within 1–3 business days. We may contact you for additional information or clarification during this process.
5. Step 5 — Receive Decision: You will be notified via email of the outcome of your refund request. If approved, the refund will be processed according to the timeframes outlined in Section 6.
6. Step 6 — Refund Issued: Approved refunds will be returned to the original payment method or issued as store credit, depending on the nature of the issue and your preference.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the processing time will vary depending on your original payment method:

Please note that while we initiate refunds promptly upon approval, the actual time for funds to appear in your account is subject to your bank or financial institution's processing policies. Pizza Luce is not responsible for delays caused by third-party payment processors or financial institutions.

7. Partial Refunds

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

• Only some items in a multi-item order were incorrect or had quality issues, and the remaining items were satisfactory.
• A portion of the food was consumed before the issue was discovered, but the problem was genuine and verifiable.
• A delivery was significantly delayed but ultimately arrived and the food was still partially acceptable.
• A promotional discount was applied to the original order, in which case the refund amount will reflect the discounted price paid.
• Delivery fees are included in the order but only the food items, not the delivery service, were at issue.

The amount of any partial refund will be calculated based on the actual value of the affected items at the price paid, minus any applicable fees or discounts. Our customer service team will communicate the exact partial refund amount prior to processing.

8. Exchange Policy

Pizza Luce offers order exchanges under limited circumstances. An exchange means we will prepare and deliver or make available a replacement item or order at no additional charge. Exchanges are subject to the following conditions:

• The exchange request must be made within 2 hours of the original delivery or pickup.
• Exchanges are only available for items that were incorrect, missing, or of unacceptable quality as determined by our team.
• Exchanges are subject to product and ingredient availability at the time of the request.
• Only one exchange per order will be permitted. If the replacement item also has a quality issue, a refund will be issued instead of a second exchange.
• Exchanges are not available for orders placed through third-party delivery platforms. For such orders, please contact the respective platform directly.

To request an exchange, contact us through the methods provided in Section 11. Our team will coordinate the replacement as quickly as possible, typically within the standard delivery or preparation time for your location.

9. Cancellation Policy

Because our food is prepared fresh and often begins production within minutes of an order being placed, our cancellation window is very limited. Please review the following cancellation terms carefully:

9.1 Online and Phone Orders

• Orders may be cancelled for a full refund if the cancellation request is submitted within 5 minutes of placing the order, provided that food preparation has not yet begun.
• Once food preparation has commenced, cancellations will not be accepted and no refund will be issued.
• To cancel an order, you must contact us immediately by phone or through the website. Email cancellations may not be processed in time due to the perishable nature of our products.

9.2 Scheduled and Pre-Orders

• Scheduled orders and pre-orders may be cancelled up to 2 hours before the scheduled preparation time for a full refund.
• Cancellations made less than 2 hours before the scheduled preparation time may be subject to a cancellation fee of up to 50% of the order total.
• Cancellations made after preparation has begun for a scheduled order will not be refunded.

9.3 Large Group or Catering Orders

• Catering or large group orders (typically over $150 in value) must be cancelled at least 24 hours in advance for a full refund.
• Cancellations made between 12–24 hours in advance may be eligible for a 50% refund or store credit.
• Cancellations made less than 12 hours before the scheduled time are not eligible for a refund.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we encourage you to pursue the following dispute resolution process before seeking external remedies:

1. Step 1 — Internal Escalation: Request that your case be escalated to a senior customer service manager at Pizza Luce. Provide all previous correspondence and your original refund request details. We will review the escalated case within 5 business days and provide a final internal determination.
2. Step 2 — Written Formal Complaint: If you remain unsatisfied, submit a written formal complaint via email to [email protected] with the subject line "Formal Refund Dispute." Include your full name, contact information, order details, and a detailed explanation of why you believe the decision was incorrect.
3. Step 3 — Chargeback (Credit Card): If you paid by credit or debit card and believe you have been wrongly charged, you have the right to dispute the charge with your card issuer. We ask that you attempt to resolve the matter with us directly before initiating a chargeback. However, we respect your right to pursue this option under applicable law.
4. Step 4 — Consumer Protection Agencies: You may file a complaint with the Federal Trade Commission (FTC) at ftc.gov/complaint, or with your state's Attorney General's consumer protection office, if you believe your consumer rights have been violated under applicable U.S. law.
5. Step 5 — Legal Action: In the unlikely event that a dispute cannot be resolved through the above steps, either party may pursue remedies available under applicable federal and state law. Any legal proceedings will be conducted in accordance with the laws of the United States and the applicable state jurisdiction.

11. Contact Information for Refund Requests

To initiate a refund, cancellation, or exchange request, or to ask any questions about this policy, please contact our customer support team using the information below:

Our customer service team is available to assist you during standard business hours. We aim to respond to all refund-related inquiries within 1–2 business days. For urgent matters, particularly those involving food safety concerns, please contact us by phone for the fastest response.

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 lucepizza-meal.digital with an updated effective date. Continued use of our services after any modifications constitutes your acceptance of the revised policy. We encourage you to review this policy periodically to stay informed of any changes.