Refund Policy

At Pizza Luce, customer satisfaction is our top priority. We take great pride in the quality of our food and service. This Refund Policy outlines the terms and conditions under which refunds, exchanges, and cancellations are handled for orders placed through our website at pizzaluces.digital or directly at our location. Please read this policy carefully before placing your order.

1. Overview

Pizza Luce is committed to delivering fresh, high-quality food with every order. We understand that sometimes issues may arise, and we are dedicated to resolving any concerns in a fair and timely manner. This policy applies to all orders — whether placed online, by phone, or in person — and governs your rights with respect to refunds, partial refunds, exchanges, and order cancellations.

By placing an order with Pizza Luce, you agree to the terms outlined in this Refund Policy. If you do not agree with any part of this policy, please contact us before completing your purchase.

2. Eligibility for Refunds

We want every customer to have a positive experience with Pizza Luce. Refunds may be issued under the following circumstances:

• You received an incorrect item that does not match your order confirmation.
• Your food was significantly different from what was described on our menu (e.g., missing toppings, wrong crust, incorrect size).
• Your order arrived in an unacceptable condition due to our error (e.g., food was damaged, cold when it should have been hot, or improperly packaged).
• You were charged more than once for the same order due to a payment processing error.
• Your order was never delivered or picked up due to a failure on our part.
• Your order contained an allergen that you explicitly requested to be excluded and that exclusion was confirmed at the time of ordering.

3. Timeframes for Refund Requests

To be eligible for a refund, you must report the issue within the following timeframes:

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

4. Non-Refundable Items and Situations

Certain situations and items are not eligible for refunds. These include:

• Change of mind: We are unable to issue refunds because you changed your mind after an order has been prepared or delivered.
• Consumed food: Items that have been largely consumed are not eligible for a refund, except in cases involving verified food quality or safety concerns.
• Correct orders with personal preference issues: If your order was prepared exactly as specified but you are dissatisfied based on personal taste, a refund will not be issued.
• Third-party delivery errors: If your order was placed through a third-party delivery platform (such as DoorDash, Grubhub, or Uber Eats), refund requests must be directed to that platform in accordance with their respective policies.
• Promotional or discounted items: Items purchased at a significant discount or as part of a promotional offer may not be eligible for a full refund.
• Catering and large event orders: Deposits and payments made for catering or large group orders are non-refundable once food preparation has begun (see Section 8 for cancellation policy).
• Gift cards and store credit: Gift cards are non-refundable and cannot be exchanged for cash.

5. How to Request a Refund

If you believe you are eligible for a refund, please follow the step-by-step process below:

1. Contact Us Promptly: Reach out to our customer service team as soon as possible within the applicable timeframe listed in Section 3. You may contact us by:
   • Email: [email protected]
   • Website: pizzaluces.digital
2. Provide Your Order Details: When contacting us, please have the following information ready:
   • Your full name
   • Order number or confirmation number
   • Date and time of the order
   • Method of payment used
   • A clear description of the issue
3. Submit Supporting Evidence: If applicable, please provide photographs of the incorrect or damaged items. This helps us assess the situation quickly and accurately.
4. Review Process: Our team will review your request and respond within 1–2 business days. We may follow up with additional questions to better understand the issue.
5. Resolution: Once your request is reviewed and approved, we will notify you of the refund decision and initiate the appropriate resolution — this may include a full refund, partial refund, store credit, or a replacement order.

6. Refund Processing Times

Approved refunds are processed based on the original payment method used. Please refer to the table below for estimated processing timelines:

Please note that while we initiate refunds promptly upon approval, the actual time for the funds to appear in your account depends on your financial institution or payment provider. Pizza Luce is not responsible for delays caused by third-party payment processors or banking institutions.

7. Partial Refunds

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

• Only a portion of your order was incorrect or unsatisfactory.
• Some items in your order were consumed before the issue was identified.
• The issue affected only one component of a multi-item order.
• A promotional discount was applied to the order, and only part of the order qualifies for a refund.
• The order was delayed but ultimately delivered, and compensation is warranted for the inconvenience.

The amount of a partial refund will be determined at our discretion based on the specific circumstances of your case. Our goal is always to reach a fair and reasonable resolution for both parties.

8. Cancellation Policy

We understand that plans can change. Our cancellation policy is as follows:

8.1 Standard Orders

For standard delivery or pickup orders placed online or by phone:

• Cancellations made within 5 minutes of placing the order are eligible for a full refund, provided food preparation has not yet begun.
• Cancellations made after food preparation has started may not be eligible for a full refund. A store credit may be offered at our discretion.
• Once an order has been dispatched for delivery or is ready for pickup, it cannot be cancelled.

8.2 Catering and Large Group Orders

For catering orders and large event orders:

• Cancellations made 48 hours or more before the scheduled event or delivery time are eligible for a full refund of any deposit paid.
• Cancellations made between 24 and 48 hours before the scheduled time may receive a 50% refund of the deposit.
• Cancellations made less than 24 hours before the scheduled time are not eligible for a refund of the deposit.
• Full payment made in advance for catering orders is subject to the same tiered cancellation schedule above.

9. Exchange Policy

In lieu of a monetary refund, Pizza Luce may offer a replacement order or exchange under the following conditions:

• The original order was incorrect or did not meet quality standards due to an error on our part.
• The customer is willing to accept a replacement item rather than a cash refund.
• The replacement can be fulfilled within a reasonable timeframe convenient to the customer.

Exchanges are offered at no additional cost to the customer when the issue is a result of our error. If the replacement item requested is of higher value than the original, the customer may be asked to pay the difference.

Please note that due to the perishable nature of food products, exchanges must be requested promptly and cannot be processed after the food has been consumed.

10. Dispute Resolution

If you are not satisfied with the outcome of your refund request, we encourage you to escalate the matter through the following process:

1. Internal Escalation: Contact our management team directly at [email protected] with the subject line "Refund Dispute – [Your Order Number]". A senior team member will review your case and respond within 3 business days.
2. Mediation: If the matter remains unresolved, both parties may agree to engage a neutral third-party mediator to reach a mutually acceptable resolution. Costs associated with mediation shall be shared equally unless otherwise agreed.
3. Consumer Protection Resources: Customers located in the United States have the right to file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or with their state's consumer protection office if they believe their consumer rights have been violated.
4. Chargeback Rights: Nothing in this policy limits your rights to initiate a chargeback with your credit card company or financial institution if you believe an unauthorized or incorrect charge has been made. However, we encourage customers to contact us first to resolve the issue directly before initiating a chargeback.

Pizza Luce is committed to resolving all disputes in good faith and in a manner that is fair to all parties. We value every customer relationship and aim to handle all complaints with professionalism and transparency.

11. Consumer Rights Under United States Law

This Refund Policy is governed by and construed in accordance with the laws of the United States. As a consumer, you may have additional rights under applicable federal and state laws, including but not limited to:

• Federal Trade Commission (FTC) Act: Protects consumers against unfair or deceptive business practices. Our refund practices are designed to comply fully with FTC guidelines.
• State Consumer Protection Laws: Depending on your state of residence, additional consumer protections may apply. We encourage you to familiarize yourself with your state's specific consumer protection statutes.
• California Residents: If you reside in California, you may have additional rights under the California Consumer Privacy Act (CCPA/CPRA) and other California consumer protection laws.

Nothing in this Refund Policy is intended to limit or override any rights you may have under applicable law.

12. Changes to This Refund 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 pizzaluces.digital with the updated effective date. We encourage customers to review this policy periodically to stay informed of any updates. Continued use of our services after any changes constitutes your acceptance of the revised policy.

13. Contact Information

For all refund requests, cancellations, or questions regarding this policy, please contact us using the information below:

Our customer service team is available to assist you Monday through Sunday. We strive to respond to all inquiries within 1–2 business days. For urgent matters, we recommend reaching out via email for the fastest response.