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 procedures for addressing concerns related to purchases made through our website at eat-pizzaluce.top or through any of our ordering channels. Please read this policy carefully before placing your order.

1. Overview and Our Commitment

Pizza Luce takes pride in the quality of every item we prepare. Our goal is to ensure that each customer receives their order accurately, promptly, and in excellent condition. In the event that your experience does not meet these standards, we want to make it right. This policy explains when and how refunds, replacements, or credits may be issued.

This Refund Policy applies to all orders placed directly through eat-pizzaluce.top, by phone, or in-store. Orders placed through third-party delivery platforms (such as DoorDash, Uber Eats, Grubhub, or similar services) are subject to those platforms' respective refund and cancellation policies, and refund requests for those orders must be submitted directly through those services.

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 does not match what you ordered (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.
• Food Quality Issues: Your order arrived in a condition that is significantly below our quality standards — for example, pizza that is substantially undercooked, overcooked, or otherwise inedible due to preparation error.
• Allergies and Dietary Concerns: If an item was prepared with an ingredient that was clearly noted to be excluded due to an allergy or dietary restriction communicated at the time of ordering, and this resulted in a problem, you may be eligible for a refund or replacement.
• Duplicate Charges: If your payment was processed more than once for a single order, you are entitled to a full refund of the duplicate charge.
• Failed or Significantly Delayed Delivery: If your delivery order was never delivered, or arrived so late that the food was no longer in an acceptable condition for consumption.

3. Timeframes for Refund Requests

Timely reporting is essential for us to properly address your concern. The following timeframes apply:

Refund requests submitted outside these timeframes may not be honored. We encourage you to inspect your order upon receipt and contact us as soon as any issue is identified.

4. Non-Refundable Items and Situations

The following circumstances are generally not eligible for refunds:

• Change of Mind: Orders that have already been prepared cannot be refunded because you changed your mind or no longer want the food.
• Incorrect Address: If a delivery fails because an incorrect address was provided by the customer, no refund will be issued for delivery fees or the order itself unless the food can be retrieved and delivered to the correct location.
• Customer Unavailability: If you were unavailable to receive your delivery at the time of attempted delivery and the order is no longer fit for consumption as a result.
• Customization Dissatisfaction: If you ordered a customized item and the customization was prepared as requested, but you are dissatisfied with how the customization tasted, this does not qualify for a refund.
• Promotional or Discounted Items: Items purchased at a significant discount or as part of a promotional offer may not be eligible for refund unless there is a verifiable preparation or quality issue.
• Gift Cards and Credits: Gift cards and store credits issued are non-refundable and cannot be exchanged for cash.
• Third-Party Platform Orders: As noted above, orders placed through third-party delivery apps are not refundable through Pizza Luce directly.

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 Information: Before reaching out, have the following ready: your order number or confirmation email, the date and time of your order, the specific item(s) in question, and a description of the issue. If possible, take a clear photo of the problem (e.g., wrong item, quality issue).
2. Step 2 — Contact Us Promptly: Reach out to our customer support team within the applicable timeframe (see Section 3 above). You can contact us by:
   • Email: [email protected]
   • Website: eat-pizzaluce.top
3. Step 3 — Provide Details: In your message, include your full name, contact information, order number, a clear description of the issue, and any supporting photos or documentation.
4. Step 4 — Review Process: Our team will review your request and may follow up with additional questions. We aim to acknowledge all refund requests within 1 business day.
5. Step 5 — Resolution: Once your request has been reviewed and approved, we will notify you of the resolution — whether that is a full refund, partial refund, replacement, or store credit — and initiate the appropriate action.

6. Refund Processing Times by Payment Method

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

Please note that Pizza Luce initiates refunds promptly upon approval, but your financial institution's processing times are outside our control. If you have not received your refund within the timeframes listed above, please contact your bank or card issuer before reaching out to us.

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 remaining items were prepared and delivered properly.
• A missing item is identified, and a refund is issued only for the value of that specific item.
• The food quality concern affected only part of your order (e.g., one pizza out of two was improperly prepared).
• A discount, coupon, or promotional credit was applied to the order, and the refund is calculated based on the actual amount paid for the affected item.

Partial refunds will be calculated based on the menu price of the item(s) in question, minus any applicable discounts or promotions applied at the time of purchase. Delivery fees and applicable taxes will be refunded only if the entire order qualifies for a refund.

8. Exchange and Replacement Policy

In many cases, particularly for incorrect or missing items, we may offer a replacement item rather than a monetary refund. Replacements are subject to the following terms:

• Replacement requests must be made within the applicable timeframe listed in Section 3.
• We will prepare and deliver or make available for pickup a correctly prepared replacement item at no additional charge.
• Replacements are offered at our discretion and may depend on kitchen availability and operating hours.
• If a replacement cannot be provided in a reasonable timeframe, a refund or store credit will be offered instead.
• Replacements are issued for the same item originally ordered. We do not offer substitutions as replacements unless the original item is unavailable.

9. Cancellation Policy

We begin preparing your order shortly after it is placed to ensure prompt delivery or pickup. As a result, our cancellation window is limited.

9.1 Cancellation Before Preparation Begins

If you need to cancel your order, please contact us immediately after placing it. If your order has not yet entered the preparation stage, we will cancel it and issue a full refund. We recommend calling us directly for the fastest response, as email may not be monitored in real time during peak hours.

9.2 Cancellation After Preparation Has Begun

Once an order has entered preparation, cancellation is generally not possible, and no refund will be issued. This is because food items are perishable and are prepared specifically for your order upon receipt.

9.3 Pre-Orders and Catering Orders

For large catering orders or pre-orders placed in advance:

• Cancellations made more than 48 hours before the scheduled date are eligible for a full refund.
• Cancellations made between 24 and 48 hours before the scheduled date may be eligible for a 50% refund or full store credit.
• Cancellations made less than 24 hours before the scheduled date are not eligible for a refund, as preparation and ingredient sourcing will have already commenced.

10. Dispute Resolution Process

We are committed to resolving all refund concerns fairly and efficiently. In the event that you are not satisfied with our initial response to your refund request, the following escalation and dispute resolution process applies:

10.1 Internal Escalation

If your initial refund request is denied or you are unsatisfied with the proposed resolution, you may request an escalation review by contacting us at [email protected] with the subject line "Refund Escalation Request". Please include your original case or order number. A senior member of our team will review your case and respond within 3 business days.

10.2 Chargeback Notice

If you initiate a chargeback through your bank or credit card issuer without first attempting to resolve the matter with us, we reserve the right to dispute the chargeback and provide evidence of our refund policy and any communications with you regarding the issue. We strongly encourage customers to contact us directly first, as we are often able to resolve issues more quickly than the chargeback process allows.

10.3 Consumer Protection Rights

As a customer in the United States, you retain your rights under applicable federal and state consumer protection laws, including protections afforded by the Federal Trade Commission Act (FTC Act). Nothing in this Refund Policy limits or waives any rights you may have under applicable law.

10.4 Informal Resolution

We encourage all customers to reach out to us directly before pursuing any formal legal remedies. The vast majority of concerns can be resolved quickly and amicably through direct communication with our team.

11. Special Circumstances

Pizza Luce recognizes that extraordinary circumstances can arise. In the following situations, we will evaluate refund requests on a case-by-case basis:

• Natural Disasters or Severe Weather: If a delivery is significantly delayed or impossible due to extreme weather conditions, we will work with affected customers to find an appropriate solution, which may include a full refund or re-delivery at a later time.
• Technical Errors on Our Website: If a technical error on our website caused an order to be placed incorrectly or caused a payment to be processed in error, you will receive a full refund for any charges resulting from that error.
• Verified Health Concerns: In the rare event that a customer reports a verifiable health concern related to our food, we take such matters extremely seriously. Please contact us immediately, and we will cooperate fully to investigate and address the situation.

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. We are here to help and will do our best to resolve your concern as quickly as possible.

13. Policy Updates

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