Refund Policy

At Pizza Luce, we are committed to delivering exceptional food and dining experiences to every customer. We understand that situations may arise where you need to request a refund or cancellation. This Refund Policy outlines your rights and our procedures to ensure a fair and transparent resolution process. Please read this policy carefully before placing an order.

This policy applies to all orders placed through our website pizzalucegrill.digital, by phone, or in person at our location. By placing an order with Pizza Luce, you acknowledge and agree to the terms set forth in this Refund Policy.

1. Our Commitment to Customer Satisfaction

Pizza Luce takes great pride in the quality of our food and services. Every order is prepared with fresh, high-quality ingredients and handled with care. We strive to meet and exceed your expectations every time. However, if something goes wrong, we want to make it right. Our refund policy is designed to be fair, reasonable, and aligned with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act guidelines governing fair business practices.

2. Eligibility Conditions for Refunds

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

• Incorrect Order: You received items that are different from what you ordered (e.g., wrong toppings, wrong size, wrong item).
• Missing Items: One or more items from your order were not included in your delivery or pickup order.
• Food Quality Issues: The food received was of unacceptable quality, including being undercooked, overcooked, spoiled, or otherwise unfit for consumption.
• Damaged Food: The food was significantly damaged during delivery, rendering it inedible or substantially different from what was ordered.
• Order Not Received: Your delivery order was not received and cannot be confirmed as delivered by our delivery team or third-party delivery partner.
• Duplicate Charges: You were charged more than once for the same order due to a technical or billing error.
• Allergen Issues: If you clearly specified allergen requirements at the time of ordering and we failed to comply, resulting in a product that is unsafe for your consumption.

3. Timeframes for Refund Requests

Refund requests must be submitted within the following timeframes to be considered:

Requests submitted outside these windows will be reviewed on a case-by-case basis at the sole discretion of Pizza Luce management. We encourage all customers to inspect their orders promptly upon receipt.

4. Non-Refundable Items and Services

Certain items and circumstances are not eligible for a refund. These include, but are not limited to:

• Food items that have been substantially consumed before a complaint is raised (more than 50% consumed).
• Orders where the customer simply changed their mind after the food was prepared.
• Delivery fees charged by third-party delivery platforms (these are governed by the respective platform's refund policy).
• Promotional items or complimentary add-ons provided free of charge.
• Gift cards or store credit purchased — these are non-refundable but can be used toward future purchases.
• Catering deposits once food preparation has commenced.
• Customized orders where customer-specified modifications were correctly applied.
• Items where the customer provided inaccurate or incomplete allergy/dietary information at the time of ordering.

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

To request a refund from Pizza Luce, please follow these steps carefully:

1. Step 1 — Contact Us Promptly: Reach out to our customer service team as soon as possible, within the applicable timeframe for your issue type. You can contact us via:
   • Email: [email protected]
   • Website: pizzalucegrill.digital
2. Step 2 — Provide Your Order Details: When contacting us, please include the following information:
   • Your full name
   • Order number or confirmation number
   • Date and time of the order
   • Method of payment used
   • A clear description of the issue
3. Step 3 — Submit Supporting Evidence: Where applicable, please attach photographs or videos clearly showing the issue (e.g., incorrect items, damaged food, missing items). Visual evidence significantly speeds up the resolution process.
4. Step 4 — Await Confirmation: Our team will acknowledge your refund request within 1 business day of receipt. You will receive an email confirmation with a reference number for your case.
5. Step 5 — Review and Decision: Our customer service team will review your request and all submitted evidence. We aim to provide a decision within 3 business days. In complex cases, this may extend to 7 business days.
6. Step 6 — Refund Issuance: If your refund request is approved, we will process the refund using the original payment method. Processing times vary by payment method (see Section 6 below).

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 payment method:

Please note that while we process refunds promptly on our end, actual posting times are controlled by your financial institution or payment provider and may vary. Pizza Luce is not responsible for delays caused by third-party financial institutions.

7. Partial Refunds

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

• Only certain items in your order were incorrect or unsatisfactory — a refund will be issued for those specific items only.
• The food issue is minor (e.g., slightly incorrect toppings) and the item is otherwise edible and consumed.
• Part of your order was correct and delivered as expected, while other parts were missing or incorrect.
• A catering or large group order was partially completed or partially unsatisfactory.
• The order experienced a significant delay but was ultimately received and accepted by the customer.

The amount of a partial refund will be determined by our customer service team based on the specific circumstances of your case. We aim to ensure all partial refund decisions are fair, consistent, and well-reasoned.

8. Exchange Policy

Due to the perishable nature of food products, exchanges are handled differently from standard retail exchanges. Pizza Luce offers the following exchange options where appropriate:

• Replacement Order: If your order was incorrect or significantly damaged, we may offer to prepare and deliver or provide a replacement item at no additional charge, subject to availability and operating hours.
• Store Credit: In lieu of a cash refund or replacement, we may offer store credit equivalent to the value of the affected item(s), which can be applied to a future order.
• Menu Substitutions: If an ordered item is unavailable, our team will contact you prior to preparation to offer a suitable substitution. If no acceptable substitute is available, a refund for that item will be issued.

Exchanges are offered at the discretion of Pizza Luce and are subject to menu availability and operating capacity at the time of the request.

9. Cancellation Policy

We understand that plans can change. Our cancellation policy is structured as follows to balance your needs with our operational requirements:

9.1 Standard Orders (Delivery and Pickup)

• Within 5 minutes of placing the order: You may cancel your order for a full refund, provided that preparation has not yet begun. Please call us immediately or use the cancellation option on our website if available.
• After 5 minutes or once preparation has begun: We are unable to cancel the order as ingredients have already been allocated and preparation is underway. In this case, no refund will be issued for cancellations.
• Scheduled/Future Orders: Orders scheduled for a future date or time may be cancelled up to 1 hour before the scheduled preparation time for a full refund.

9.2 Catering and Large Group Orders

• More than 48 hours before the scheduled event: Full refund of any deposit or pre-payment made.
• 24 to 48 hours before the scheduled event: 50% refund of the total pre-payment. The remaining 50% will be retained to cover ingredient and preparation costs already incurred.
• Less than 24 hours before the scheduled event: No refund will be issued. All pre-payments will be retained due to significant preparation commitments already made.

10. Dispute Resolution Process

If you are unsatisfied with the outcome of your refund request or if a dispute arises regarding your order or payment, Pizza Luce is committed to working with you to reach a fair resolution.

10.1 Internal Dispute Resolution

As a first step, please escalate your concern directly to our management team by emailing [email protected] with the subject line "Escalated Dispute — [Your Order Number]". Our management team will review your case within 5 business days and respond with a final determination.

10.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute unauthorized or incorrect charges with your bank or credit card issuer. Under the Fair Credit Billing Act (FCBA), you may dispute billing errors within 60 days of the statement date on which the error first appeared. We encourage you to exhaust our internal resolution process before initiating a chargeback, as we are committed to resolving issues fairly and promptly.

10.3 Third-Party Mediation

If an internal resolution cannot be reached to your satisfaction, and the dispute is not resolved through your bank or payment provider, you may seek assistance from the following consumer protection resources:

• Federal Trade Commission (FTC): www.ftc.gov
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your state's Attorney General Consumer Protection Office

10.4 Governing Law

This Refund Policy is governed by the laws of the United States of America and applicable state law. Any disputes not resolved through the above processes may be subject to binding arbitration or litigation in the appropriate courts of competent jurisdiction, in accordance with our Terms of Service.

11. Abuse of Refund Policy

Pizza Luce reserves the right to limit, suspend, or deny refund requests from customers who appear to be abusing our refund policy in bad faith. This includes, but is not limited to, repeated refund requests without valid cause, submission of false evidence, or patterns of ordering and cancelling without legitimate reasons. We take the integrity of our refund process seriously to ensure fair access for all customers.

12. Changes to This Refund Policy

Pizza Luce reserves the right to update or modify this Refund Policy at any time. Any changes will be effective immediately upon posting to our website at pizzalucegrill.digital. The "Last Updated" date at the top of this policy will reflect the most recent revision. We encourage you to review this policy periodically to stay informed of any updates. Continued use of our services after any changes constitutes your acceptance of the revised policy.

13. Contact Information for Refund Requests

If you have any questions about this Refund Policy, wish to submit a refund request, or need assistance with an order-related concern, please do not hesitate to contact us using the information below. Our customer service team is here to help.