Refund Policy

Effective Date: May 6, 2026 | Last Updated: May 6, 2026

1. Introduction

This Refund Policy governs all purchases, orders, and transactions made through Pizza Luce, accessible at pizzaluce-eat.rest, as well as orders placed by phone, in person, or through any affiliated delivery platforms. By placing an order with us, you agree to the terms outlined in this policy.

Pizza Luce is committed to food quality, customer satisfaction, and fair business practices. This policy is designed in accordance with applicable United States federal and state consumer protection laws, including guidelines established by the Federal Trade Commission (FTC) under the FTC Act.

2. Contact Information for Refund Requests

Before submitting a refund request, please have your order number, proof of purchase, and a description of your concern ready. You may reach our customer support team through the following channels:

3. Eligibility Conditions for Refunds

Not every situation automatically qualifies for a refund. Pizza Luce evaluates refund requests on a case-by-case basis. You may be eligible for a full or partial refund under the following circumstances:

• Incorrect Order: You received items that do not match what you ordered (wrong toppings, wrong size, wrong items entirely).
• Food Quality Issues: The food was undercooked, overcooked, or otherwise not prepared to an acceptable standard.
• Foreign Objects: An inedible foreign object was found in your food.
• Missing Items: Portions of your order were missing upon delivery or pickup.
• Significant Delivery Delay: Your order arrived significantly later than the estimated delivery time, rendering the food unsatisfactory (cold, stale, or otherwise compromised).
• Duplicate Charges: You were charged more than once for the same order.
• Order Cancellation (Within Eligible Window): You cancelled your order within the permitted cancellation timeframe as described in Section 8 of this policy.

To be considered for a refund, you must provide sufficient evidence of the issue. This may include photographs, a written description, or other documentation at our customer support team's request.

4. Timeframes for Refund Requests

Timely reporting is essential for us to investigate and resolve your concern effectively. Please adhere to the following timeframes when submitting a refund request:

Requests submitted outside these timeframes may not be honored at our discretion. We strongly encourage you to inspect your order immediately upon receipt and contact us promptly if any issue arises.

5. Non-Refundable Items and Situations

Certain items and circumstances are not eligible for refunds. Please review the following non-refundable conditions carefully:

• Orders that have been fully consumed without any reported issue at the time of consumption.
• Dissatisfaction based solely on personal taste preferences (e.g., not liking a topping you selected).
• Orders that were customized by the customer and prepared exactly as requested.
• Delivery fees, service charges, and platform processing fees charged by third-party delivery services.
• Promotional items, complimentary add-ons, or items received as part of a special offer at no charge.
• Refund requests made after the applicable reporting window has expired.
• Issues arising from incorrect delivery address information provided by the customer.
• Orders affected by circumstances beyond our control, including extreme weather conditions, natural disasters, or other force majeure events.
• Gift cards and prepaid dining credits (these are non-refundable but may be transferred or redeemed per our gift card terms).

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

Submitting a refund request is simple. Follow the steps below to ensure your request is processed as efficiently as possible:

1. Step 1 — Gather Your Information: Locate your order confirmation email or receipt. Note your order number, the date and time of your order, and the specific items involved in your complaint.
2. Step 2 — Document the Issue: If applicable, take clear photographs of the food or packaging that supports your claim. Written descriptions are also helpful.
3. Step 3 — Contact Us: Reach out to our customer support team via email at [email protected] or through the contact form available at pizzaluce-eat.rest.
4. Step 4 — Submit Your Details: Provide the following information in your message:
   • Full name
   • Order number
   • Date and time of order
   • Description of the issue
   • Supporting photos or documents (if applicable)
   • Preferred resolution (refund, replacement, or store credit)
5. Step 5 — Await Review: Our team will review your request and respond within 2 business days. We may ask for additional information to complete our investigation.
6. Step 6 — Resolution: Once your request is approved, we will issue the appropriate remedy — a refund, replacement order, or store credit — based on the nature of the issue and your preference.

7. Refund Processing Times by Payment Method

Once a refund has been approved, processing times vary depending on your original payment method. Please allow the following timeframes for your refund to appear:

Please note that while we process refunds promptly on our end, your bank or financial institution may require additional time to post the credit to your account. Pizza Luce is not responsible for delays caused by your payment processor or financial institution.

8. Cancellation Policy

We understand that plans change, and we will do our best to accommodate order cancellations. However, because food preparation at Pizza Luce begins shortly after an order is placed, cancellation windows are limited.

8.1 Online and Phone Orders

You may cancel an order without penalty within 5 minutes of placing it, provided food preparation has not yet commenced. To cancel, contact us immediately by phone or email.

8.2 Orders Already in Preparation

Once food preparation has begun, we are unable to guarantee a full cancellation or refund. In such cases, we may offer a partial refund or store credit at our discretion, depending on the stage of preparation.

8.3 Orders Out for Delivery

Orders that are already out for delivery cannot be cancelled. If you experience an issue with such an order, please refer to Section 3 (Eligibility Conditions) and Section 6 (How to Request a Refund) for guidance.

8.4 Pre-Orders and Catering Orders

Cancellations for pre-orders or catering arrangements must be made at least 48 hours in advance to receive a full refund. Cancellations made less than 48 hours before the scheduled fulfillment time may be subject to a cancellation fee of up to 50% of the total order value to cover preparation costs.

9. Partial Refunds

In some situations, a partial refund may be the most appropriate resolution. Partial refunds may be issued under the following conditions:

• Only certain items in your order were incorrect or missing, while the rest of the order was satisfactory.
• The food quality issue affected only a portion of your order.
• A cancellation was requested after preparation had already begun for part of the order.
• A delivery delay affected only a portion of items (e.g., certain items arrived cold while others did not).

The amount of a partial refund will be determined based on the value of the affected items relative to your total order. Our customer support team will clearly communicate the refund amount and rationale before processing.

10. Exchange Policy

In lieu of a monetary refund, Pizza Luce may offer to replace an unsatisfactory item or order. Our exchange policy works as follows:

• Replacement Orders: If your order was incorrect or a quality issue is confirmed, we may offer to prepare and deliver a replacement item or order at no additional cost.
• Substitutions: If a specific item is unavailable for replacement, we will work with you to identify a suitable substitute of equal or greater value.
• Store Credit: If you prefer not to receive a replacement, we can issue store credit in the amount of the affected item(s) for use on a future order.
• Timeframe for Exchanges: Exchange requests must be made within the same reporting window as refund requests (see Section 4).

Exchanges are subject to availability and operating hours. We cannot guarantee same-day replacements in all cases, but we will make every effort to fulfill the replacement as quickly as possible.

11. Orders Placed Through Third-Party Platforms

If you placed your order through a third-party delivery platform (such as DoorDash, Uber Eats, Grubhub, or similar services), the refund process may differ. In such cases:

• Refund requests may need to be submitted directly to the third-party platform through their respective customer support channels.
• The third-party platform's own refund and cancellation policies will apply to delivery fees and service charges collected by them.
• For food quality issues or incorrect orders fulfilled by Pizza Luce, you are also welcome to contact us directly at [email protected], and we will work to resolve the matter in coordination with the platform.

12. Dispute Resolution Process

We are committed to resolving all refund-related concerns amicably and efficiently. If you are dissatisfied with the outcome of your refund request, you may escalate the matter through the following process:

12.1 Internal Escalation

If your initial refund request was not resolved to your satisfaction, you may request an escalation review by emailing [email protected] with the subject line "Escalated Refund Review — [Your Order Number]". A senior member of our team will review your case within 3 to 5 business days.

12.2 Chargeback and Credit Card Disputes

If you believe you have been wrongfully charged and are unable to resolve the matter directly with Pizza Luce, you have the right to initiate a chargeback through your credit card issuer or bank. We encourage you to contact us first, as we are typically able to resolve disputes more efficiently through direct communication.

12.3 Consumer Protection Resources

Customers in the United States may also seek assistance from the following consumer protection resources:

• Federal Trade Commission (FTC): www.ftc.gov — File a consumer complaint regarding deceptive business practices.
• Better Business Bureau (BBB): www.bbb.org — Submit a complaint or review regarding a business.
• State Attorney General's Office: Contact your state's consumer protection division for local assistance.

12.4 Informal Mediation

If both parties agree, disputes may be submitted to an informal mediation process before pursuing formal legal action. Pizza Luce is open to good-faith mediation efforts to reach a fair resolution for all parties involved.

13. Modifications to This Policy

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

14. Governing Law

This Refund Policy is governed by the laws of the United States of America. Any disputes arising out of or relating to this policy shall be subject to the applicable federal and state laws, including consumer protection regulations enforced by the Federal Trade Commission (FTC). Nothing in this policy limits your rights under applicable law.

This Refund Policy was last reviewed and updated on May 6, 2026. Pizza Luce values your trust and patronage and is committed to handling all refund requests with fairness and transparency.