Refund Policy

At Pizza Luce, we are committed to delivering exceptional food and a satisfying customer experience with every order. We understand that issues can occasionally arise, and this Refund Policy outlines your rights and our obligations when it comes to refund requests, cancellations, exchanges, and dispute resolution. Please read this policy carefully before placing your order.

By placing an order through meal-pizzaluce.rest or any affiliated ordering platform, you agree to the terms described in this Refund Policy. This policy is governed by applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act, as well as relevant state-level consumer protection statutes.

1. Our Commitment to Customer Satisfaction

Pizza Luce takes pride in the quality of our ingredients, preparation, and delivery. Every pizza, side dish, beverage, and menu item is prepared with care and attention to detail. However, we recognize that mistakes happen — incorrect orders, quality concerns, or delivery issues may occasionally occur. In such cases, we are dedicated to making things right in a fair and timely manner.

Our refund and exchange policy is designed to be transparent, reasonable, and aligned with the expectations of our valued customers. We encourage all customers to contact us promptly if there is any issue with their order so we can resolve it quickly and efficiently.

2. Eligibility Conditions for Refunds

A refund request may be considered eligible under the following circumstances:

• Wrong Order Received: You received items that differ from what was listed on your confirmed order receipt.
• Missing Items: One or more items included in your order were not delivered or provided at pickup.
• Food Quality Issues: The food was inedible, clearly undercooked, overcooked, or otherwise failed to meet reasonable quality standards upon delivery or pickup.
• Allergic Ingredient Inclusion: An allergen that was specifically requested to be excluded was included in your order, causing a verifiable concern. (Note: Customers with severe allergies are advised to contact us directly before ordering.)
• Delivery Not Received: Your delivery order was confirmed as dispatched but never arrived, and no reasonable alternative was provided.
• Duplicate Charge: Your payment method was charged more than once for the same order due to a technical error on our platform.
• Order Cancelled by Pizza Luce: We cancelled your order due to stock unavailability, operational issues, or circumstances within our control.

3. Timeframes for Refund Requests

To ensure your refund request is processed efficiently, please adhere to the following timeframes:

Refund requests submitted outside the applicable timeframe may not be eligible for a full refund but may still be reviewed at our discretion as a goodwill gesture.

4. Non-Refundable Items and Services

The following items and circumstances are generally not eligible for a refund:

• Orders where the customer has already consumed more than half of the food before reporting a quality issue.
• Orders where the customer provided an incorrect delivery address and the food was delivered to that address.
• Dissatisfaction based solely on personal taste preferences (e.g., "I didn't like the flavor"), where the order was prepared correctly as described on the menu.
• Promotional or complimentary items provided at no charge.
• Delivery fees, where the delivery was successfully completed.
• Service fees charged by third-party delivery platforms (refund requests for these must be directed to the respective platform).
• Orders placed in error by the customer (e.g., wrong size, wrong toppings selected by the customer) where the order was prepared correctly as submitted.
• Requests made after the applicable timeframe stated in Section 3.
• Redeemed coupon value or discount amounts applied to an order.

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

Follow these steps to submit a refund request to Pizza Luce:

1. Step 1 — Gather Your Order Information: Locate your order confirmation email or receipt. Have your order number, date of purchase, items ordered, and payment method ready.
2. Step 2 — Document the Issue: If the issue involves food quality, wrong items, or missing items, take clear photographs of the food and packaging before consuming or discarding anything. This evidence may be requested to support your claim.
3. Step 3 — Contact Us Promptly: Reach out to our customer support team within the applicable timeframe (see Section 3) using one of the following methods:
   • Email: [email protected]
   • Website: meal-pizzaluce.rest
4. Step 4 — Submit Your Request: In your message or form submission, include:
   • Full name and contact information
   • Order number and date
   • Description of the issue
   • Photographic evidence (if applicable)
   • Your preferred resolution (refund, replacement, or store credit)
5. Step 5 — Review and Confirmation: Our team will review your request and respond within 1–3 business days. We may contact you for additional information or clarification.
6. Step 6 — Resolution: Once your request is approved, we will notify you of the outcome and initiate the appropriate refund, replacement, or credit as applicable.

6. Refund Processing Times by Payment Method

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

Please note that while Pizza Luce processes refunds promptly upon approval, actual fund availability may be subject to your financial institution's processing times. We are not responsible for delays caused by banks or third-party payment processors.

7. Partial Refunds

A partial refund may be issued in the following situations:

• Only some items in your order were missing, incorrect, or unsatisfactory — a refund equal to the value of those specific items will be issued.
• You have already partially consumed the order, but a legitimate quality issue is confirmed for the uneaten portion.
• An item was available in a modified form and you accepted a substitution but later found it unsatisfactory.
• A discount, promotion, or coupon was applied to your order — the refund amount will reflect the actual amount paid for the affected item(s), not the full menu price.
• Delivery fees may be excluded from refunds in cases where the delivery itself was completed successfully, even if items within the order are refunded.

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

8. Exchange Policy

In some cases, rather than issuing a monetary refund, Pizza Luce may offer an exchange or replacement as a resolution. Our exchange policy includes the following provisions:

• Replacement of Incorrect Items: If you received the wrong item, we will remake and deliver or prepare the correct item at no additional charge, subject to availability and operational hours.
• Quality-Based Replacement: If a food item is found to be of unacceptable quality, we may offer to remake and re-deliver the same item as an alternative to a cash refund.
• Store Credit Option: Customers may opt to receive store credit equivalent to the value of the refund, which can be applied toward a future order at meal-pizzaluce.rest.
• No Like-for-Like Exchanges for Personal Preference: Exchanges will not be offered for items correctly prepared as ordered, where the dissatisfaction is based on personal taste.

Exchanges are subject to item availability. If a replacement cannot be fulfilled within a reasonable timeframe, a full or partial monetary refund will be offered instead.

9. Cancellation Policy

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

9.1 Online and Phone Orders

• Cancellation Before Preparation Begins: If you cancel your order before our kitchen begins preparing it, you are entitled to a full refund. Orders are typically accepted into preparation within 5–15 minutes of being placed, depending on current order volume.
• Cancellation After Preparation Has Begun: Once food preparation has commenced, cancellations may not be eligible for a full refund. A partial refund or store credit may be offered at our discretion.
• Cancellation After Dispatch for Delivery: If your order has already been dispatched for delivery, cancellations cannot be accepted and no refund will be issued for the food portion. Delivery fees are also non-refundable at this stage.

9.2 Pre-Orders and Catering Orders

• Catering and large pre-orders require a minimum of 48 hours' notice for cancellation to receive a full refund.
• Cancellations made between 24 and 48 hours before the scheduled order time may be eligible for a 50% refund or store credit.
• Cancellations made less than 24 hours before the scheduled time are generally non-refundable due to the costs already incurred in procurement and preparation.

9.3 How to Cancel an Order

To cancel an order, contact us immediately via:

• Email: [email protected]

Include your order number, name, and reason for cancellation in your message.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Pizza Luce provides the following dispute resolution process:

10.1 Internal Escalation

Contact our customer support team at [email protected] and request that your case be escalated to a senior team member or manager. Please provide your original case or ticket reference number. Escalated cases are typically reviewed and responded to within 3–5 business days.

10.2 Chargeback Rights

Under U.S. consumer protection regulations, including protections afforded by the Fair Credit Billing Act (FCBA) and the Electronic Fund Transfer Act (EFTA), you may have the right to dispute a charge with your credit card issuer or bank. We encourage customers to contact us first before initiating a chargeback, as this allows us to resolve the issue more quickly and efficiently. Unjustified chargebacks may result in account restrictions.

10.3 Third-Party Mediation

If a resolution cannot be reached through internal escalation, Pizza Luce is open to engaging in good-faith mediation through a mutually agreed-upon neutral third party. Mediation costs will be shared equally unless otherwise agreed.

10.4 Regulatory Complaints

Customers who believe their consumer rights have been violated may file a complaint with:

• The Federal Trade Commission (FTC) at www.ftc.gov
• Your state's Attorney General Consumer Protection Office
• The Better Business Bureau (BBB) at www.bbb.org

11. Third-Party Delivery Platform Orders

If your order was placed through a third-party delivery platform (such as DoorDash, Uber Eats, Grubhub, or similar services), the refund and cancellation policies of those platforms may apply in addition to or instead of this policy. Pizza Luce is not directly responsible for refunds processed through third-party platforms. Please contact the respective platform's customer support for orders placed through their services.

For orders placed directly through meal-pizzaluce.rest, this Refund Policy applies in full.

12. Modifications to This Policy

Pizza Luce reserves the right to update or modify this Refund Policy at any time. Changes will be posted on our website at meal-pizzaluce.rest with an updated effective date. Continued use of our website or ordering services after any changes constitutes your acceptance of the revised policy. We recommend reviewing this page periodically to stay informed of any updates.

13. Contact Information for Refund Requests

For all refund-related inquiries, cancellations, exchanges, or disputes, please contact our customer support team using the information below:

Our customer support team is available to assist you during regular business hours. We aim to respond to all refund-related inquiries within 1–3 business days. For urgent matters, we recommend reaching out via email with "URGENT REFUND REQUEST" in the subject line to prioritize your case.