Refund Policy

At Pizza Luce, we are committed to delivering high-quality food and a satisfying customer experience with every order. We understand that issues can occasionally arise, and we want to make sure you feel confident when ordering from us at pizzaluce.click. This Refund Policy outlines the conditions under which refunds, exchanges, partial credits, and cancellations are handled. Please read this policy carefully before placing your order.

By placing an order through our website pizzaluce.click or any affiliated ordering platform, you agree to the terms set forth in this Refund Policy. If you have any questions, please reach out to us at [email protected] before completing your purchase.

1. Our Commitment to Customer Satisfaction

Pizza Luce takes pride in crafting fresh, made-to-order food for every customer. Because our products are perishable and prepared upon request, refund eligibility is governed by specific conditions to ensure fairness for both our customers and our business. We evaluate every refund request individually and strive to resolve all issues in a timely and respectful manner.

Nothing in this policy is intended to limit or exclude any rights you may have under applicable United States federal or state consumer protection laws, including protections established under the Federal Trade Commission Act (FTC Act).

2. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund if one or more of the following conditions are met:

• ✅ You received the wrong item(s) that do not match your confirmed order.
• ✅ Your order arrived in an unsatisfactory condition (e.g., severely damaged, cold when it should be hot, or clearly spoiled).
• ✅ Items were missing from your order at the time of delivery or pickup.
• ✅ Your order was significantly delayed beyond the estimated delivery or pickup time, rendering the food unacceptable.
• ✅ A duplicate charge was applied to your payment method.
• ✅ Your order was canceled by Pizza Luce due to operational issues or inability to fulfill it.
• ✅ You experienced a verifiable technical error on our platform that resulted in an incorrect or failed order.

Refunds are not guaranteed in the following circumstances:

• ❌ You changed your mind after the order was confirmed and preparation began.
• ❌ You provided an incorrect delivery address or were unavailable to receive the order.
• ❌ You ordered an item with specific customizations and the food met those customization specifications.
• ❌ Dissatisfaction based on personal taste preferences rather than food quality or accuracy.
• ❌ The complaint is made after the applicable refund request timeframe has passed.

3. Timeframes for Refund Requests

To be considered for a refund, all requests must be submitted within the timeframes outlined below. We are unable to process refund requests outside of these windows due to the perishable nature of our products.

Requests submitted after these timeframes will be reviewed on a case-by-case basis at the sole discretion of Pizza Luce management, and approval cannot be guaranteed.

4. Non-Refundable Items and Services

Certain products and fees are non-refundable under any circumstances:

• Delivery fees: Delivery charges are non-refundable once the order has been dispatched, except in cases where Pizza Luce was responsible for the failed delivery.
• Service fees and platform charges: Any service or convenience fees collected at checkout are non-refundable.
• Promotional items: Items received as part of a promotion, discount bundle, or complimentary offer are not eligible for cash refunds.
• Gift cards and store credits: Once issued and redeemed, gift cards and promotional credits cannot be refunded or exchanged for cash.
• Fully consumed orders: Orders that have been substantially or fully consumed are not eligible for a refund based on quality complaints, unless a verifiable food safety concern is reported to us and confirmed.

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

To submit a refund request, please follow these steps carefully to ensure your request is processed as quickly as possible:

1. Step 1 – Gather Your Information: Before contacting us, have your order confirmation number, date of order, delivery or pickup details, and a brief description of the issue ready.
2. Step 2 – Document the Issue: If applicable, take clear photographs or videos of the incorrect, damaged, or missing items. Visual evidence significantly speeds up the review process.
3. Step 3 – Contact Us: Reach out to our customer support team via email at [email protected] or visit our website at pizzaluce.click to access our contact form. Include all relevant details and attach any supporting documentation.
4. Step 4 – Await Confirmation: Our team will acknowledge your refund request within 1–2 business days and may request additional information if needed.
5. Step 5 – Review and Decision: Our customer service team will review your request and notify you of the outcome — including whether a full refund, partial refund, store credit, or replacement is being offered — within 3–5 business days.
6. Step 6 – Refund Issuance: If your refund is approved, it will be processed to your original payment method or issued as store credit, as applicable. See Section 6 for processing timelines.

6. Refund Processing Times by Payment Method

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

Please note that while we process refunds promptly on our end, your financial institution's processing times may vary. Pizza Luce is not responsible for delays caused by your bank or payment provider. If you have not received your refund within the timeframe indicated, please contact your bank before reaching out to us.

7. Partial Refunds

In some situations, a partial refund may be offered instead of a full refund. Partial refunds may be granted when:

• Only a portion of your order was incorrect, missing, or unsatisfactory, while the remainder of the order was delivered as expected.
• The food quality issue affected only select items in a multi-item order.
• A delivery delay affected the quality of certain items but not others.
• You have already consumed part of the order before reporting the issue.
• A discount, promotional offer, or coupon was applied to the original order, and the refund is calculated on the net amount paid.

The amount of a partial refund will be determined by our customer service team based on the specific circumstances of each case. We aim to offer fair and reasonable resolutions in all situations.

8. Exchange Policy

Because our products are freshly prepared food items, traditional exchanges are not always possible. However, Pizza Luce offers the following alternatives in lieu of or in addition to a monetary refund:

• Replacement Order: If you received the wrong item or a significantly defective product, we may offer to remake and redeliver or provide a replacement pickup order at no additional charge, subject to availability and operating hours.
• Store Credit: In cases where a direct replacement is not feasible, we may offer equivalent store credit to be used on a future order at pizzaluce.click.
• Menu Item Substitution: If a specific item is unavailable for replacement, we will work with you to find a suitable alternative of equal or greater value.

Exchange requests must be submitted within the same timeframes as refund requests (see Section 3). We reserve the right to determine the most appropriate resolution based on the nature of the issue and operational constraints at the time of the request.

9. Cancellation Policy

We understand that plans change. Here is how we handle order cancellations:

Customer-Initiated Cancellations

• Before preparation begins: If you cancel your order before our kitchen has started preparing it, you are entitled to a full refund of the order total, including any applicable delivery fees.
• After preparation has begun: Once your order is in preparation, we are unable to issue a full refund. A partial refund may be considered at our discretion, excluding the cost of items already prepared.
• After dispatch (delivery orders): Orders that have already been dispatched for delivery cannot be canceled. Please refer to our standard refund eligibility conditions in Section 2.

Pizza Luce-Initiated Cancellations

Occasionally, Pizza Luce may need to cancel your order due to circumstances beyond our control, including but not limited to ingredient unavailability, extreme weather, equipment failure, or high order volume. In such cases:

• You will be notified promptly via the contact information provided at checkout.
• A full refund will be issued automatically to your original payment method within 5–7 business days.
• We may offer a discount or promotional credit for use on a future order as a goodwill gesture.

To cancel an order, please contact us immediately at [email protected] with your order number and reason for cancellation. We will confirm the status of your order and advise on the appropriate next steps.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Pizza Luce provides a structured dispute resolution process to ensure all concerns are addressed fairly and transparently.

Step 1: Internal Escalation

If your initial refund request was denied or you are dissatisfied with the proposed resolution, you may escalate your complaint by emailing [email protected] with the subject line "Refund Dispute – [Your Order Number]". Your case will be reviewed by a senior member of our management team within 5 business days.

Step 2: Mediation

If the escalated internal review does not resolve your concern, we encourage both parties to pursue informal mediation before pursuing legal action. Pizza Luce is open to good-faith negotiations to find a mutually acceptable resolution.

Step 3: Consumer Protection Resources

If you believe your consumer rights have been violated, you may also contact the following agencies for assistance:

• Federal Trade Commission (FTC): www.ftc.gov — for consumer protection complaints under the FTC Act.
• Your State Attorney General's Office: For state-level consumer protection enforcement.
• Better Business Bureau (BBB): www.bbb.org — for filing a business complaint.

Step 4: Legal Action

Any legal disputes arising from this Refund Policy or your use of our services shall be governed by the laws of the United States and the applicable state laws where Pizza Luce operates. You agree that any claims must be filed within one (1) year of the date the issue arose, to the extent permitted by law.

11. Chargebacks and Payment Disputes

If you initiate a chargeback with your bank or credit card company without first contacting Pizza Luce to attempt resolution, we reserve the right to:

• Contest the chargeback with supporting documentation of your order and our communications.
• Suspend or restrict your account from placing future orders until the dispute is resolved.

We strongly encourage customers to contact us directly at [email protected] before initiating a chargeback, as most issues can be resolved more quickly through direct communication.

12. Contact Information for Refund Requests

For all refund requests, exchanges, cancellations, and related inquiries, please contact our customer support team using the information below. We aim to respond to all inquiries within 1–2 business days.

13. 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 this page with an updated effective date. We encourage you to review this policy periodically to stay informed of any updates. Continued use of our website and services after any changes constitutes your acceptance of the revised policy.

If you have any concerns about this Refund Policy or how it applies to your specific situation, please do not hesitate to reach out to us at [email protected]. We are here to help and committed to making every Pizza Luce experience a positive one.