Refund Policy

At Pizza Luce, we are committed to delivering high-quality food and an exceptional customer experience. We understand that issues can occasionally arise with your order, and we want to make sure you are treated fairly. This Refund Policy outlines your rights and our procedures regarding refunds, cancellations, exchanges, and dispute resolution. Please read this policy carefully before placing your order.

By placing an order through our website pizzaluce-meal.top or any other channel we operate, you agree to the terms described in this Refund Policy. This policy is governed by applicable United States consumer protection laws, including regulations enforced by the Federal Trade Commission (FTC) under the FTC Act.

1. Our Commitment to Quality

Pizza Luce takes pride in the freshness, preparation, and presentation of every item we serve. Every order is prepared with care using quality ingredients. However, we acknowledge that errors, quality issues, or delivery problems can occasionally occur. When they do, we are here to make it right.

Our refund policy is designed to be fair to both our customers and our business. We ask that all refund and complaint requests be made in good faith and within the timeframes outlined below.

2. Eligibility Conditions for Refunds

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

• Wrong Order Delivered: You received items that you did not order or that differ significantly from your confirmed order.
• Missing Items: One or more items from your order were not delivered or included in your bag.
• Poor Food Quality: The food you received was undercooked, overcooked, spoiled, or otherwise not fit for consumption.
• Foreign Objects: You found a foreign object or contaminant in your food.
• Significant Delay: Your order was significantly delayed beyond the estimated delivery time without prior notice or explanation, and the food arrived in an unacceptable condition as a result.
• Order Not Received: Your order was confirmed and charged but never arrived, and we cannot verify a successful delivery.
• Duplicate Charges: You were charged more than once for the same order due to a system or processing error.

To qualify for a refund, requests must meet the eligibility criteria and be submitted within the timeframes specified in Section 3 below. Pizza Luce reserves the right to verify claims before issuing any refund.

3. Timeframes for Refund Requests

We ask that all refund requests be submitted promptly so that we can investigate the issue effectively. The following timeframes apply:

Requests submitted outside of these timeframes may be declined at Pizza Luce's discretion. We strongly encourage you to contact us as soon as possible after identifying any issue with your order.

4. Non-Refundable Items and Services

Not all situations qualify for a refund. The following are generally non-refundable:

• Change of Mind: Refunds will not be issued simply because you changed your mind after placing your order or after the food has been prepared.
• Incorrect Address Provided: If your order was not delivered because you provided an incorrect or incomplete delivery address, we cannot issue a refund.
• Consumed Items: If more than half of the item has been consumed before a quality complaint is raised, a refund may not be approved.
• Customization Errors Made by Customer: If you made a mistake in your own customization (e.g., selected wrong toppings), this is not eligible for a refund.
• Delivery Fees: Delivery fees are generally non-refundable unless the entire order is refunded due to a verified fault on our part.
• Promotional and Discounted Items: Items purchased under certain promotional or deeply discounted offers may carry specific non-refundable terms noted at the time of purchase.
• Digital Gift Cards or Credits: Once issued or redeemed, digital gift cards and store credits are non-refundable.

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

If you believe you are entitled to a refund, please follow the steps below to submit your request:

1. Step 1 — Gather Your Order Information: Before contacting us, have your order number, the date and time of your order, and your payment method ready. If the issue relates to food quality, take photos or videos as evidence.
2. Step 2 — Contact Us: Reach out to Pizza Luce customer support through one of the following channels:
   • Email: [email protected]
   • Website: pizzaluce-meal.top
3. Step 3 — Provide Details: In your message, clearly describe the issue. Include your order number, the items affected, the nature of the problem, and any supporting photos or documentation.
4. Step 4 — Review Process: Our team will review your claim within 1–2 business days. We may contact you for additional information if needed.
5. Step 5 — Decision and Resolution: Once we have reviewed your case, we will notify you of our decision via email. If your refund is approved, we will process it according to the timelines outlined in Section 6.

6. Refund Processing Times by Payment Method

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

Please note that while we process refunds promptly on our end, the actual time for funds to appear in your account may vary depending on your bank or financial institution's processing policies. If you have not received your refund within the stated timeframe, please contact your bank first before reaching out to us.

7. Partial Refunds

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

• Only some items in your order were missing or incorrect, and the rest of the order was satisfactory.
• The food quality issue affected only part of your order.
• You received your order late, and the food quality was partially affected (e.g., some items were cold but still edible).
• You have already partially consumed the food before noticing the issue.
• A promotional discount or coupon was applied that reduces the refundable amount.

The amount of any partial refund will be determined by Pizza Luce based on the nature and extent of the issue reported. We will always explain our refund calculation when notifying you of the outcome of your request.

8. Exchange Policy

Because our products are freshly prepared food items, traditional exchanges are not always possible. However, we do offer the following resolution options in lieu of or in addition to a refund:

• Order Replacement: If your order was incorrect or had a significant quality issue, we may offer to prepare and deliver a replacement order at no additional cost to you, subject to availability and delivery feasibility.
• Store Credit: In some cases, we may offer store credit equivalent to the value of the affected item(s), which you can apply toward a future order on pizzaluce-meal.top.
• Partial Discount on Next Order: For minor issues, we may offer a discount code to use on your next order as a goodwill gesture.

Exchange and replacement requests are subject to the same timeframe requirements as refund requests. We reserve the right to offer an exchange or store credit in place of a cash refund in certain circumstances, particularly for minor quality issues.

9. Cancellation Policy

We understand that plans can change. However, because our food is prepared fresh and quickly after your order is received, our cancellation window is limited.

9.1 Orders Placed Online

• Within 5 Minutes of Placing the Order: You may cancel your order for a full refund if it has not yet entered the preparation phase. Please contact us immediately via email at [email protected].
• After Food Preparation Has Begun: Once preparation has started, cancellations are generally not accepted. In exceptional circumstances, a partial refund may be considered.
• After Dispatch for Delivery: Orders that are already en route for delivery cannot be cancelled.

9.2 Scheduled or Pre-Orders

If you have placed a pre-order or scheduled order for a future time, you may cancel without penalty up to 30 minutes before the scheduled preparation time. Cancellations made after this window may not be eligible for a full refund.

9.3 Catering and Large Orders

For catering orders or large group orders, a minimum of 24 hours' notice is required for cancellation. Cancellations made with less than 24 hours' notice may be subject to a cancellation fee of up to 50% of the order total, as ingredients and preparation resources may have already been committed.

10. Dispute Resolution Process

If you are not satisfied with our response to your refund request, you have the right to escalate your concern. Pizza Luce is committed to resolving all disputes fairly and efficiently.

10.1 Internal Escalation

If your initial refund request was denied or you disagree with our decision, you may request an internal review by contacting us at [email protected] with the subject line "Refund Dispute — [Your Order Number]." Our management team will review your case within 3–5 business days and provide a final response.

10.2 Chargeback Rights

If you paid by credit or debit card and believe you were charged for something you did not receive or authorize, you have the right to file a chargeback with your card issuer. We encourage you to contact us first to resolve the matter directly, as chargebacks can delay resolution. However, we fully respect your right to pursue this avenue.

10.3 Consumer Protection Agencies

As a consumer in the United States, you also have the right to file a complaint with:

• Federal Trade Commission (FTC): www.ftc.gov — for consumer protection complaints under the FTC Act.
• Better Business Bureau (BBB): www.bbb.org
• Your state's Attorney General's Office or state consumer protection agency.

10.4 Informal Resolution First

We strongly encourage customers to attempt to resolve any dispute with us directly before pursuing external remedies. Most issues can be resolved quickly and amicably when both parties communicate openly and in good faith.

11. Policy Updates

Pizza Luce reserves the right to update or modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website at pizzaluce-meal.top. We encourage you to review this policy periodically. Your continued use of our services after any changes constitutes your acceptance of the updated policy.

12. Contact Information for Refund Requests

If you have any questions about this Refund Policy or wish to submit a refund request, please contact us using the information below. Our customer support team is available and ready to assist you.

When contacting us, please include your order number, the email address used to place your order, a description of the issue, and any supporting documentation (such as photos). This will help us process your request as quickly as possible.