Refund Policy

At Pizza Luce, we are committed to delivering a satisfying dining and ordering experience to every customer. We understand that issues can arise, and we want to make the process of addressing them as straightforward and fair as possible. This Refund Policy outlines the conditions under which refunds, exchanges, and cancellations are granted, as well as the steps you need to follow to request them.

Please read this policy carefully before placing an order through our website at pizzluce.digital or through any other channel associated with Pizza Luce. By placing an order, you agree to the terms outlined in this Refund Policy.

1. General Refund Philosophy

Pizza Luce takes pride in the quality of our food and the reliability of our service. Because we deal in perishable food products prepared fresh upon order, our refund policy is necessarily different from those of non-food retail businesses. We assess each refund request individually, guided by fairness, food safety standards, and the applicable consumer protection laws of the United States, including the Federal Trade Commission (FTC) Act and applicable state consumer protection regulations.

Our goal is not to deny legitimate concerns but to ensure that our refund processes are sustainable, fair, and consistent for all customers.

2. Eligibility Conditions for Refunds

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

• Incorrect Order: You received an item that is different from what you ordered (e.g., wrong toppings, wrong size, wrong item entirely).
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Poor Food Quality: The food you received was inedible, improperly prepared, or clearly did not meet reasonable quality standards (e.g., severely undercooked, burnt, or contaminated).
• Order Not Delivered: Your delivery order was confirmed and charged but never arrived at the stated delivery address within a reasonable timeframe.
• Duplicate Charge: You were charged more than once for the same order due to a technical or payment processing error.
• Allergy Concerns: If an item was prepared with an ingredient that was explicitly excluded due to a documented allergy or dietary restriction noted at the time of ordering, and this caused a demonstrable issue.

3. Timeframes for Refund Requests

Due to the perishable nature of food products, we operate under strict timeframes for refund requests:

Requests submitted after these windows have passed will generally not be honored unless exceptional circumstances are demonstrated and verified by our team.

4. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds under this policy:

• Change of Mind: Refunds will not be issued simply because you changed your mind after an order has been prepared or delivered.
• Customization Errors by the Customer: If an incorrect customization was selected by the customer during the ordering process, and the order was prepared exactly as specified, no refund will be issued.
• Delivery Fee: Delivery fees are non-refundable unless the issue was caused solely by a failure on the part of Pizza Luce or our delivery partners.
• Tips and Gratuities: Any tips added at checkout are final and non-refundable.
• Promotional or Discounted Items: Items purchased using promotional discounts, coupons, or loyalty rewards may be subject to different refund terms as specified at the time of the promotion.
• Digital Gift Cards or Vouchers: Once purchased and delivered electronically, digital gift cards and vouchers are non-refundable.
• Partially Consumed Orders: If a significant portion of the food has been consumed and no quality or safety issue was reported promptly, a refund will not be issued.

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

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

1. Gather Your Order Information: Have your order confirmation number, the date and time of the order, the items in question, and your contact information ready before reaching out.
2. Document the Issue: If the issue involves food quality, incorrect items, or missing items, take clear photographs of the food and/or packaging as evidence. This greatly assists our team in resolving your request promptly.
3. Contact Pizza Luce: Reach out to our customer support team via email at [email protected] or visit our website at pizzluce.digital. Include the following in your message:
   • Your full name
   • Order confirmation number
   • Date and time of the order
   • Description of the issue
   • Any supporting photographs
   • Your preferred resolution (refund, replacement, or store credit)
4. Await Confirmation: Our team will acknowledge your request within 1 business day and may follow up with additional questions if needed.
5. Resolution: Once your request has been reviewed and approved, we will notify you of the outcome and initiate the appropriate action (refund, store credit, or replacement).

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your refund will vary depending on the payment method used at checkout:

Please note that these timeframes are estimates and may vary depending on your financial institution. Pizza Luce is not responsible for delays caused by your bank or payment processor once the refund has been issued on our end.

7. Partial Refunds

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

• Only one or a few items out of a larger order were incorrect or missing, rather than the entire order.
• The food quality issue affected only a portion of the items received.
• A delivery was significantly delayed but still received, causing partial inconvenience rather than complete failure of service.
• A customer used a coupon or promotional code, and only the applicable portion of the order qualifies for a refund.

The amount of a partial refund will be calculated based on the value of the affected items at the time of the original order, minus any applicable discounts or fees already applied.

8. Exchange Policy

Where circumstances allow — particularly for in-store or curbside pickup orders — Pizza Luce may offer to replace an incorrect or unsatisfactory item rather than issue a monetary refund. The following conditions apply to exchanges:

• The exchange request must be made within the same timeframe as a refund request (see Section 3).
• Replacement items will be prepared fresh and are subject to standard preparation times.
• Exchanges are offered at Pizza Luce's discretion and are not guaranteed in all cases.
• If an exchange is not feasible due to distance, time constraints, or operational limitations, a refund or store credit will be offered instead.
• Exchanges are only available for items of equal or lesser value. If a replacement item of greater value is preferred, the price difference must be paid by the customer.

9. Cancellation Policy

Due to the fast-paced nature of food preparation, our cancellation window is very narrow. Please review the following cancellation terms carefully:

9.1 Online and App Orders

• Orders may be cancelled within 5 minutes of being placed, provided the kitchen has not yet begun preparation.
• To cancel, you must immediately contact us at [email protected] or call the location directly.
• If the order has already entered preparation, cancellation will not be possible and no refund will be issued.

9.2 Catering and Large Group Orders

• Catering 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 event may be eligible for a 50% refund.
• Cancellations made less than 24 hours before the scheduled event are not eligible for a refund, as ingredients and labor will have already been allocated.

9.3 Pre-Orders

• Pre-orders may be cancelled with a full refund up to 24 hours before the scheduled pickup or delivery time.
• Cancellations after this window will be handled on a case-by-case basis.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Pizza Luce provides the following dispute resolution process in compliance with FTC consumer protection guidelines:

1. Step 1 – Internal Review: Submit a written appeal to [email protected] with the subject line "Refund Dispute – Order #[Your Order Number]." Include all relevant details and any correspondence related to your original request. A senior member of our team will review the dispute within 3 business days.
2. Step 2 – Escalated Resolution: If the internal review does not resolve your concern to your satisfaction, you may request escalation to our management team. We will aim to provide a final determination within 7 business days.
3. Step 3 – Payment Dispute / Chargeback: If you believe a charge was unauthorized or fraudulent, you have the right to dispute it directly with your bank or credit card provider. We encourage you to exhaust our internal process first, as chargebacks may delay resolution. However, your rights under your card agreement are not affected by this policy.
4. Step 4 – Consumer Protection Resources: If you believe your consumer rights have been violated, you may file a complaint with the Federal Trade Commission (FTC) at reportfraud.ftc.gov or with your state's attorney general office.

11. Store Credit Option

In cases where a monetary refund is not possible but a goodwill gesture is appropriate, Pizza Luce may offer store credit as an alternative resolution. Store credit:

• Is issued to the email address associated with your account or order
• Is valid for 12 months from the date of issuance
• Cannot be exchanged for cash
• Is non-transferable
• Can be used toward any future order at pizzluce.digital

12. Food Safety and Health Concerns

If you believe a food safety or health issue is related to an order from Pizza Luce — such as suspected foodborne illness — please take the following steps:

• Seek medical attention immediately if you are experiencing symptoms.
• Preserve any remaining food in a sealed container if safe to do so, as it may be needed for investigation.
• Contact us immediately at [email protected] so we can investigate the matter and take appropriate corrective action.
• You may also report food safety concerns to your local health department or the U.S. Food and Drug Administration (FDA) at fda.gov.

Pizza Luce takes all food safety reports extremely seriously and will cooperate fully with any official investigation.

13. Policy Updates

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

14. Contact Information

For all refund requests, questions, or concerns related to this policy, please contact us using the information below:

Our customer support team is available to assist you and strives to respond to all inquiries within 1 business day. We appreciate your business and thank you for choosing Pizza Luce.