Refund Policy

At Pizza Luce, we are committed to providing our customers with a satisfying dining and ordering experience. We understand that issues can arise with food orders, and we strive to resolve any concerns fairly and promptly. Please read this Refund Policy carefully to understand your rights and our obligations when it comes to refunds, exchanges, and cancellations.

1. Overview

This Refund Policy applies to all orders placed through our website at pizzalucemenu.rest, by phone, or in person at our location. As a food service business operating in the United States, our refund practices comply with applicable federal consumer protection laws enforced by the Federal Trade Commission (FTC) and relevant state consumer protection statutes.

Because food products are perishable in nature, our refund policy is designed to be fair while accounting for the unique characteristics of food service. We encourage customers to review their orders carefully before submission and to contact us immediately if any issue arises.

2. Eligibility Conditions for Refunds

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

• Incorrect Order: You received a food item or order that does not match what was ordered and confirmed at the time of purchase.
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food was found to be undercooked, spoiled, or otherwise not meeting reasonable quality standards at the time of receipt.
• Allergen Concerns: An order contained an allergen or ingredient that was specifically excluded at the time of placing the order, posing a health risk.
• Significant Delay: Your order was delivered significantly later than the estimated delivery time communicated at the time of order placement, resulting in food that is no longer suitable for consumption.
• Order Not Delivered: You paid for an order that was never delivered to your address and was not made available for pickup.

Eligibility determinations are made on a case-by-case basis. Pizza Luce reserves the right to request evidence such as photographs of the food item or order receipt to verify claims before processing any refund.

3. Timeframes for Refund Requests

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

Requests made outside these timeframes may not be eligible for a refund. We strongly encourage customers to inspect their orders immediately upon receipt and report any discrepancies as soon as possible.

4. Non-Refundable Items and Services

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

5. How to Request a Refund

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

1. Gather Your Information: Have your order confirmation number, date and time of order, method of payment, and a description of the issue ready before contacting us. If applicable, take photographs of the food item(s) in question.
2. Contact Us: Reach out to our customer service team through one of the following methods:
   • Email: [email protected]
   • Website: pizzalucemenu.rest
3. Submit Your Claim: Provide your full name, order number, contact information, a clear description of the problem, and any supporting evidence such as photographs.
4. Await Confirmation: Our team will acknowledge your request within 1 business day and may follow up with additional questions if needed.
5. Review and Decision: Our customer service team will review your claim and notify you of the outcome — whether a full refund, partial refund, store credit, or denial — within 3 to 5 business days of receiving all necessary information.
6. Refund Issuance: If approved, your refund will be processed according to the payment method used and within the timeframes described in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund is approved, processing times vary depending on the payment method used for the original transaction:

Please note that while we process refunds promptly on our end, the time it takes for the funds to appear in your account depends on your bank or financial institution. We are not responsible for delays caused by third-party financial institutions.

7. Partial Refunds

In certain situations, a partial refund may be issued rather than a full refund. Partial refunds may apply when:

• Only some items in an order were incorrect, missing, or unsatisfactory.
• A portion of the food was consumed before the issue was identified, but a valid quality concern exists for the remaining portion.
• The delivery was late but the food arrived in acceptable condition.
• A discount or promotional pricing was applied to the order at the time of purchase, and the refund reflects the actual amount paid for the affected item(s).

The amount of a partial refund will be calculated based on the price of the affected item(s) as reflected on the original order receipt, minus any applicable fees or discounts already applied.

8. Exchange Policy

Where feasible and depending on operational capacity, Pizza Luce may offer an exchange or replacement as an alternative to a monetary refund. Exchanges are subject to the following conditions:

• The replacement request must be made within 1 hour of the original delivery or pickup time.
• Replacements are subject to ingredient and product availability at the time of the request.
• Exchanges are offered at the discretion of Pizza Luce management and may not be available in all circumstances.
• No additional charge will be applied for a direct replacement of an incorrect or defective item.
• Exchanges are not available for items where a full monetary refund has already been issued.

If you prefer a replacement over a refund, please indicate this preference when submitting your claim, and our team will do their best to accommodate your request.

9. Cancellation Policy

We understand that plans can change. Please review our cancellation guidelines below:

9.1 Orders Placed Online or by Phone

• Before Preparation Begins: If you cancel your order before our kitchen has begun preparing it, you are entitled to a full refund.
• During Preparation: If food preparation has already begun, cancellation may result in a partial refund or store credit only, at the discretion of our management team.
• After Preparation or Dispatch: Once an order has been fully prepared, packaged, or dispatched for delivery, cancellations will generally not be accepted, and no refund will be issued.

9.2 Catering and Large Group Orders

• Catering or large group orders require a minimum of 48 hours' notice for cancellation to be eligible for a full refund.
• Cancellations made between 24 and 48 hours in advance may be subject to a cancellation fee of up to 50% of the total order value.
• Cancellations made with fewer than 24 hours' notice may not be eligible for any refund, as ingredients and preparation resources will have already been allocated.

To cancel an order, please contact us immediately via email at [email protected] or through our website at pizzalucemenu.rest. Cancellation requests are only valid when confirmed in writing by a Pizza Luce representative.

10. Store Credit

In some cases, Pizza Luce may offer store credit as an alternative to a monetary refund. Store credit:

• Will be issued in the full amount of the eligible refund.
• Is valid for use on future orders placed through pizzalucemenu.rest or at our physical location.
• Does not expire within 12 months of issuance.
• Is non-transferable and cannot be exchanged for cash.
• Cannot be combined with other promotional discounts unless specifically stated.

11. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, you have the following options for dispute resolution:

11.1 Internal Escalation

You may request that your concern be escalated to a senior member of our management team. Please send a written request to [email protected] with the subject line "Refund Dispute Escalation" and include your original claim reference number. Our management team will review the matter and respond within 5 business days.

11.2 Chargeback Rights

If you believe a charge was made to your payment account in error or without authorization, you have the right to contact your bank or credit card issuer to initiate a chargeback process. We ask that you contact us first so we may attempt to resolve the issue before a chargeback is filed, as this helps us serve you more effectively.

11.3 Consumer Protection Resources

As a customer in the United States, you are protected by federal consumer protection laws administered by the Federal Trade Commission (FTC). If you feel your consumer rights have been violated, you may file a complaint with:

• Federal Trade Commission (FTC): www.ftc.gov
• Your State Attorney General's Office
• Better Business Bureau (BBB): www.bbb.org

12. Third-Party Delivery Platforms

13. Changes to This Refund Policy

Pizza Luce reserves the right to update or modify this Refund Policy at any time. Any changes will become effective upon posting the updated policy to our website at pizzalucemenu.rest. We encourage customers to review this policy periodically. Continued use of our services after any changes are posted constitutes your acceptance of the updated policy.

14. Contact Information for Refund Requests

For all refund inquiries, cancellations, or complaints, please reach out to our customer support team using the contact details below: