Refund Policy

At Pizza Luce, we are committed to delivering a high-quality dining and ordering experience. We understand that issues can occasionally arise with food orders, and we want to make sure every customer is treated fairly. This Refund Policy outlines the conditions under which refunds, exchanges, and cancellations are accepted, as well as the procedures you need to follow to submit a request. Please read this policy carefully before placing an order through our website at lucepizza-eat.click.

By placing an order with Pizza Luce, you agree to the terms set forth in this Refund Policy. If you have any questions or concerns, please contact us at [email protected] before completing your purchase.

1. Our Commitment to Customer Satisfaction

Pizza Luce takes great pride in the quality and freshness of every item we prepare. Our team works diligently to ensure that each order meets our high standards. However, we acknowledge that mistakes can happen — whether it is an incorrect item, a missing component, a quality issue, or a delivery problem. In such cases, we are here to help and will work with you to find a fair and reasonable resolution.

Our refund and exchange decisions are made on a case-by-case basis, taking into account the nature of the issue, the timeline of the complaint, and the supporting evidence provided by the customer. We reserve the right to deny refund requests that do not meet the criteria outlined in this policy.

2. Eligibility Conditions for Refunds

Refund requests will be considered under the following circumstances:

• Wrong Order Received: You received an item or items that were different from what you ordered.
• 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 unfit for consumption.
• Significant Delay: Your delivery arrived significantly later than the estimated time provided at checkout, and the food was no longer in an acceptable condition upon arrival.
• Duplicate Charge: You were charged more than once for the same order due to a technical or payment processing error.
• Order Not Delivered: Your order was confirmed and charged but never arrived and was not made available for pickup.
• Allergen Issue: The order contained an ingredient that you specifically requested to be excluded due to a documented allergy, and this was clearly stated at the time of ordering.

Refunds will generally not be considered if:

• You simply changed your mind after placing and receiving your order.
• The issue was caused by incorrect information provided by the customer (e.g., wrong delivery address).
• A customization preference — not an allergen — was not met.
• The complaint is submitted beyond the eligible timeframe (see Section 3 below).

3. Timeframes for Refund Requests

We operate a strict timeline for submitting refund requests, due to the perishable nature of food products. Please review the following timeframes:

Requests submitted outside these timeframes may not be eligible for a refund. We strongly encourage customers to inspect their orders immediately upon receipt.

4. Non-Refundable Items and Services

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

• Food items that have been partially or fully consumed, except in cases of documented food quality issues.
• Delivery fees, service fees, or convenience fees charged at the time of the order, unless the order was never fulfilled.
• Promotional or discounted items purchased during limited-time offers, unless the item was defective or incorrect.
• Gift cards, digital credits, or store credit once redeemed.
• Orders where the customer provided an incorrect delivery address or was unavailable to receive the order at the time of delivery.
• Voluntary order modifications requested by the customer after the order has entered the preparation stage.
• Customization requests that were accommodated but did not meet subjective taste preferences.

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

To request a refund, please follow the steps below carefully. Incomplete submissions may delay the processing of your request.

1. Step 1 — Review Eligibility: Before submitting a request, review Section 2 of this policy to confirm that your situation qualifies for a refund. Make sure you are within the applicable timeframe specified in Section 3.
2. Step 2 — Gather Evidence: Take clear photographs of the issue (e.g., wrong item, missing product, food quality concern). If your complaint involves a billing error, gather your payment confirmation and bank statement showing the duplicate charge.
3. Step 3 — Contact Us: Reach out to our customer support team via email at [email protected]. Please use the subject line: "Refund Request — Order #[Your Order Number]".
4. Step 4 — Provide Required Information: In your email, include the following details:
   • Full name used when placing the order
   • Order number and date of order
   • Delivery or pickup address
   • Description of the issue
   • Photographic evidence (if applicable)
   • Preferred resolution (refund, store credit, or replacement)
5. Step 5 — Await Confirmation: Our team will acknowledge your request within 1 business day and begin reviewing your case.
6. Step 6 — Resolution Decision: We will communicate our decision to you within 3–5 business days of receiving all required information. If approved, we will initiate the refund or replacement as outlined in this policy.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your money back depends on your original payment method:

Please note that Pizza Luce does not control your bank or card issuer's processing times. Once we initiate the refund, the actual time for the funds to appear in your account may vary depending on your financial institution. If you do not see your refund after the maximum estimated time, please contact your bank first and then reach out to us at [email protected].

7. Partial Refunds

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

• Only one or a few items in a multi-item order were incorrect, missing, or unsatisfactory — in which case only the affected portion of the order will be refunded.
• The food quality issue affected only part of the order (e.g., one topping was missing from a pizza, but the rest of the order was correct).
• A delivery delay affected only the temperature or freshness of a specific item, not the entire order.
• The customer has already consumed a significant portion of the food before reporting a quality issue.

The amount of a partial refund will be calculated based on the proportional value of the affected items relative to the total order cost, excluding applicable fees.

8. Exchange Policy

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

• The replacement must be requested at the same time as the original complaint and within the eligible timeframe.
• Replacements are subject to availability and kitchen hours. We cannot guarantee an immediate replacement if the item is no longer available for the day.
• A replacement will be offered at no additional charge when the original error was made by Pizza Luce.
• Exchanges for reasons other than error or quality (e.g., a customer changed their mind about a flavor) are offered at the sole discretion of Pizza Luce management and may not always be possible.

Customers who prefer a replacement over a refund are encouraged to indicate this preference when submitting their request. We will make every effort to fulfill the replacement in a timely manner.

9. Order Cancellation Policy

Due to the nature of freshly prepared food, our ability to accommodate order cancellations is limited. Please review the following cancellation terms carefully:

9.1 Cancellation Before Order Confirmation

If you need to cancel an order and it has not yet been confirmed by our kitchen, please contact us immediately via email at [email protected]. In such cases, a full refund will typically be issued.

9.2 Cancellation After Order Confirmation but Before Preparation Begins

If the order has been confirmed but has not yet entered active preparation, we will make every effort to cancel it. A full refund may be issued at our discretion, depending on the circumstances.

9.3 Cancellation After Preparation Has Begun

Once food preparation has begun, we are generally unable to cancel the order. Refunds will not be issued for cancellation requests submitted after preparation has started, except in the case of a verified technical error or billing issue on our end.

9.4 Cancellation Due to Our Error

If Pizza Luce needs to cancel your order due to ingredient unavailability, operational issues, or any other reason on our end, you will receive a full refund processed within the timeframe applicable to your payment method (see Section 6).

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, you have the right to escalate the matter. We encourage customers to first attempt to resolve the issue directly with our team before pursuing external remedies.

10.1 Internal Escalation

If your initial refund request is denied or you disagree with the resolution offered, you may request an escalation by sending a follow-up email to [email protected] with the subject line: "Escalation — Refund Dispute — Order #[Your Order Number]". A senior team member will review your case within 5 business days.

10.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute charges with your bank or credit card company if you believe a transaction was unauthorized or if goods were not delivered as promised. This right is protected under the Fair Credit Billing Act (FCBA) for credit card transactions. We encourage customers to contact us first, as we are committed to resolving issues fairly and promptly.

10.3 Consumer Protection Rights

Customers in the United States are protected by applicable federal and state consumer protection laws, including protections enforced by the Federal Trade Commission (FTC). Nothing in this policy is intended to waive or limit your rights under applicable law.

10.4 Informal Mediation

In the unlikely event that a dispute cannot be resolved through our internal process, both parties agree to attempt good-faith mediation before pursuing any formal legal action.

11. Contact Information for Refund Requests

For all refund-related inquiries, cancellation requests, and order issues, please contact our customer support team using the details below:

When contacting us, please have your order number, the email address used to place the order, and any relevant photographs ready to expedite your request.

12. Policy Updates

Pizza Luce reserves the right to modify this Refund Policy at any time. Any changes will be posted on this page with an updated effective date. Continued use of our website and services after any modifications to this policy constitutes your acceptance of the revised terms. We encourage you to review this policy periodically.