Refund Policy

At Pizza Luce, we are committed to delivering high-quality food and an exceptional customer experience. We understand that occasionally an order may not meet your expectations, and we want to make the process of requesting a refund or resolution as straightforward as possible. Please read this Refund Policy carefully to understand your rights and our procedures.

1. Overview

This Refund Policy applies to all orders placed through our website (pizzasluces.rest), by phone, or in person at any Pizza Luce location. By placing an order with us, you agree to the terms outlined in this policy. We encourage all customers to review their orders carefully before submitting them to ensure accuracy.

We aim to resolve all customer concerns fairly, promptly, and professionally. Our team is dedicated to ensuring that every customer leaves satisfied — whether dining in, picking up, or receiving a delivery.

2. Eligibility Conditions for Refunds

A refund or replacement may be issued under the following circumstances:

• You received an incorrect item that differs significantly from what you ordered.
• Your order arrived in an unsatisfactory condition (e.g., significantly cold, damaged, or spoiled through no fault of the customer).
• A menu item contained an ingredient not listed or failed to accommodate a clearly communicated allergy or dietary restriction.
• You were charged more than the agreed or advertised price for your order.
• Your order was not delivered within a reasonable timeframe and the food was rendered unusable.
• A technical error on our website or ordering platform resulted in a duplicate charge or incorrect order being placed.

Refunds will generally not be issued in the following situations:

• You simply changed your mind after placing an order that has already been prepared.
• The order was correctly prepared but you are dissatisfied with a personal taste preference.
• A delivery was delayed due to circumstances outside our control, such as extreme weather, traffic, or third-party delivery service issues.
• You provided an incorrect delivery address or contact information.
• You failed to pick up a pre-ordered item within the designated pickup window without prior notification.

3. Timeframes for Refund Requests

To be eligible for a refund, you must submit your request within the timeframes specified below:

Requests submitted outside of these timeframes may be considered on a case-by-case basis at the sole discretion of Pizza Luce management. We encourage customers to contact us as soon as possible after identifying an issue.

4. Non-Refundable Items and Services

The following items and services are generally non-refundable:

• Consumed food items: Refunds will not be issued for items that have been substantially consumed unless there is a verified quality or safety concern.
• Activated gift cards: Once a gift card has been activated and used, the remaining balance is non-refundable.
• Promotional deals and discounts: Orders placed using limited-time promotional codes or coupons that have already been redeemed are non-refundable unless there is a documented quality issue.
• Special event tickets or reservations: Event-based dining reservations may be subject to separate cancellation and refund terms disclosed at the time of booking.
• Customized or special-request items: Items prepared to your specific customization or dietary specifications are non-refundable unless they contain a preparation error.
• Delivery fees and service charges: These are non-refundable unless the delivery was never made or an error occurred on our part.

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

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

1. Step 1 — Gather Your Information: Collect your order confirmation number, receipt, or proof of purchase. If your order was placed online, locate your confirmation email from pizzasluces.rest.
2. Step 2 — Document the Issue: If possible, take a clear photograph of the food item, packaging, or receipt that supports your claim. This helps us resolve your concern more quickly.
3. Step 3 — Contact Us: Reach out to our customer support team using one of the methods listed in Section 10 of this policy. You may contact us by email at [email protected] or by visiting your nearest Pizza Luce location in person.
4. Step 4 — Provide Details: When contacting us, please include: your full name, order number, date and time of the order, a description of the issue, and any supporting photos or documentation.
5. Step 5 — Review Process: Our team will review your request and respond within 2 business days. We may contact you for additional information if needed.
6. Step 6 — Resolution: Once your request has been reviewed and approved, we will issue a refund, store credit, or replacement as appropriate. You will receive a confirmation of the resolution by email or phone.

6. Refund Processing Times by Payment Method

Once a refund has been approved, processing times vary based on the original payment method used:

7. Partial Refunds

In certain situations, a partial refund may be more appropriate than a full refund. Partial refunds may be issued when:

• Only a portion of your order was incorrect or unsatisfactory, while the remainder was acceptable.
• A missing item from your order can be verified, and only that item's value is refunded.
• An order was partially consumed before a quality concern was identified.
• A discount, promotional offer, or coupon was applied to the original order, and the refund reflects the actual amount paid.
• Delivery fees or tips are excluded from the refunded amount when the food issue is the sole basis of the claim.

The amount of a partial refund will be determined by our customer service team based on the specific circumstances of the complaint. We strive to be fair and transparent in all partial refund determinations.

8. Exchange Policy

In many cases, rather than issuing a monetary refund, we prefer to make things right by offering a replacement or exchange. Our exchange policy works as follows:

• Incorrect Orders: If you received the wrong item, we will prepare and deliver or make available the correct item as quickly as possible at no additional charge.
• Quality Issues: If an item did not meet our quality standards (e.g., undercooked, overcooked, or incorrect toppings), we will offer a replacement of the same item or a comparable menu item of equal or lesser value.
• Exchanges for Delivery Orders: In some cases, if a replacement cannot be delivered promptly, we may issue a store credit of equivalent value for use on your next order.
• Allergy-Related Issues: If a confirmed allergy-related error occurred, we will immediately address the concern, offer a full replacement with the correct preparation, and review the incident internally to prevent future occurrences.

Exchanges are only available for items that have not been substantially consumed. We reserve the right to limit the number of exchanges per customer per order.

9. Cancellation Policy

We understand that plans can change. Please review our cancellation policy based on order type:

9.1 Standard Orders (Pickup and Delivery)

Orders may be cancelled for a full refund if the cancellation is requested before food preparation has begun. Once preparation has started, cancellations are at the discretion of Pizza Luce management, and a partial refund or store credit may be offered instead.

9.2 Online Orders

If you need to cancel an online order placed through pizzasluces.rest, please contact us immediately by phone or email. Orders accepted and in progress cannot be cancelled without a potential cancellation fee or forfeiture of payment.

9.3 Catering Orders

Catering orders require advance notice for cancellation:

• 72 or more hours before the event: Full refund issued.
• 48 to 72 hours before the event: 50% refund or full store credit issued.
• Less than 48 hours before the event: No refund issued. A store credit may be considered at management's discretion.

9.4 Third-Party Platform Orders

If your order was placed through a third-party delivery platform (such as DoorDash, Uber Eats, or Grubhub), cancellation must be handled through that platform's own process. Pizza Luce is not responsible for cancellation decisions made by third-party platforms.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, you have the right to escalate your concern. We are committed to resolving all disputes in good faith.

10.1 Internal Escalation

If your initial refund request was denied or you feel the resolution was inadequate, you may request to speak with a manager or supervisor at your nearest Pizza Luce location, or submit a written escalation to [email protected] with the subject line "Refund Dispute – [Your Order Number]". A senior member of our team will review your case and respond within 5 business days.

10.2 Chargeback Rights

Customers retain the right to dispute charges with their credit card issuer or bank in accordance with applicable federal and state consumer protection laws. Under the Fair Credit Billing Act (FCBA) and regulations enforced by the Federal Trade Commission (FTC), you may be entitled to dispute unauthorized or erroneous charges. We encourage you to contact us first before initiating a chargeback to allow us the opportunity to resolve the matter directly.

10.3 Consumer Protection Resources

If you believe your consumer rights have been violated, you may also contact:

• Federal Trade Commission (FTC): www.ftc.gov
• Your State Attorney General's Consumer Protection Division
• Better Business Bureau (BBB): www.bbb.org

11. Contact Information for Refund Requests

For all refund-related inquiries, cancellations, or complaints, please contact us using the information below. Our customer service team is available during regular business hours and will make every effort to respond promptly.

When contacting us about a refund, please have the following information ready to help us assist you faster:

• Your full name and contact information
• Order number or receipt
• Date and time of the order
• Nature of the issue (with photos if available)
• Your preferred method of resolution (refund, replacement, or store credit)

12. Changes to This Refund Policy

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 pizzasluces.rest. We encourage customers to review this policy periodically to stay informed of any updates. Continued use of our services after a policy change constitutes your acceptance of the revised terms.