Refund Policy

At Pizza Luce, we are committed to delivering exceptional food and a satisfying customer experience with every order. We understand that sometimes things do not go as planned, and we want to make the process of requesting a refund or resolving an issue as simple and transparent as possible. Please read this Refund Policy carefully to understand your rights and our obligations under applicable United States consumer protection laws, including the Federal Trade Commission Act (FTC Act).

1. Our Commitment to Customer Satisfaction

Pizza Luce takes great pride in the quality of our food and service. If you are not completely satisfied with your order, we encourage you to reach out to us promptly. This policy applies to all orders placed through our website at pizzalucegrill.click, by phone, or directly in-store. We will do our best to resolve every concern fairly and efficiently.

2. Eligibility Conditions for Refunds

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

• Your order was incorrect due to an error on our part (wrong items delivered or prepared).
• Your food arrived in an unsatisfactory condition, including significant quality issues such as undercooked or spoiled items.
• Your order was never received despite confirmation of placement and payment.
• A duplicate charge was applied to your payment method for the same order.
• Your order was cancelled by Pizza Luce due to operational reasons before preparation began.
• You received items you are allergic to, despite clearly noting your allergy at the time of ordering.

3. Timeframes for Refund Requests

To ensure your concern can be properly investigated and resolved, all refund requests must be submitted within the following timeframes:

Requests submitted outside these timeframes may not be eligible for a refund. We strongly encourage customers to inspect their orders upon receipt and contact us as soon as possible if any issue arises.

4. Non-Refundable Items and Services

The following items and situations are generally not eligible for refunds:

• Orders that have been fully consumed or substantially eaten before a complaint is made.
• Customized or specially prepared items where the customer changed their mind after preparation.
• Delivery fees, service fees, and platform processing charges in cases where the food itself was delivered correctly.
• Promotional items, complimentary add-ons, or items provided free of charge.
• Gift cards and store credit once issued or redeemed.
• Orders where incorrect delivery address information was provided by the customer.
• Delays caused by circumstances beyond our control, including extreme weather, traffic, or third-party delivery service issues.
• Orders placed through third-party delivery platforms (such as DoorDash, Grubhub, or Uber Eats) — these must be addressed directly through those platforms per their respective refund policies.

5. How to Request a Refund (Step-by-Step)

Requesting a refund from Pizza Luce is straightforward. Please follow the steps below:

1. Gather Your Order Information: Have your order confirmation number, date and time of order, payment method used, and a description of the issue ready before contacting us.
2. Document the Issue: Where applicable, take clear photographs of the incorrect, missing, or unsatisfactory items. This helps us investigate your concern more effectively.
3. Contact Us: Reach out to our customer service team using one of the following methods:
   • Email: [email protected]
   • Website: pizzalucegrill.click
4. Submit Your Refund Request: In your message, clearly state your name, contact information, order number, a description of the problem, and your preferred resolution (refund, replacement, or store credit).
5. Await Our Response: Our team will review your request and respond within 2 business days. We may ask for additional information or photos to complete our assessment.
6. Resolution: Once your refund request is approved, we will notify you of the approved amount and the method of reimbursement. Refunds will be processed 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 appear in your account will depend on your original payment method. The following estimated timelines apply:

Please be aware that while we process refunds on our end promptly, 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 third-party financial institutions.

7. Partial Refunds

In certain situations, a partial refund may be offered rather than a full refund. Partial refunds may apply when:

• Only a portion of your order was incorrect, missing, or unsatisfactory while the remainder was delivered as expected.
• The customer contributed to the issue (for example, by providing incomplete allergy information or unclear special instructions).
• A portion of the order has already been consumed at the time of complaint.
• The issue was minor and does not justify a full refund in our reasonable assessment.
• A promotional discount was applied to the original order, affecting the refundable amount.

The amount of a partial refund will be determined based on the value of the affected items only, excluding any applicable delivery fees or service charges unless those are directly linked to the issue.

8. Cancellation Policy

We understand plans can change. Here is what you need to know about cancelling an order with Pizza Luce:

8.1 Cancellation Before Preparation

If you wish to cancel your order, you must do so before preparation has begun. In this case, you are entitled to a full refund of the order amount. To cancel, contact us immediately by phone or email with your order number.

8.2 Cancellation After Preparation Has Begun

Once our kitchen team has begun preparing your order, we are generally unable to offer a full refund, as food and resources have already been committed to fulfilling your request. In these cases, we may offer store credit at our discretion.

8.3 Cancellation After Dispatch for Delivery

Orders that have already been dispatched for delivery cannot be cancelled. If the order is not received due to our error, please refer to Section 2 regarding eligibility.

8.4 Cancellations by Pizza Luce

In rare circumstances, we may need to cancel your order due to ingredient unavailability, technical issues, staffing limitations, or other operational challenges. In such cases, you will receive a full refund to your original payment method within the timeframes specified in Section 6.

9. Exchange Policy

Pizza Luce offers a food replacement policy in lieu of a monetary refund in certain situations. If your order contained an incorrect or unsatisfactory item, we may offer to:

• Remake and re-deliver or make available for pickup the correct item at no additional charge.
• Provide a replacement of equal or similar value to substitute the affected item.
• Issue store credit equivalent to the value of the affected item for use on a future order.

Exchanges or replacements are subject to availability and operational capacity at the time of the request. We will always work with you to find the most satisfactory resolution.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, you have additional options available to you under United States consumer protection laws.

10.1 Internal Escalation

You may request that your case be escalated to a senior member of our management team by clearly stating this in your follow-up communication. We will review your case again and provide a final decision within 5 business days.

10.2 Chargeback Rights

If you believe a charge was unauthorized or we have failed to fulfill our obligations, you have the right to dispute the charge with your bank or credit card issuer. We encourage customers to contact us directly first to allow us the opportunity to resolve the matter before initiating a chargeback.

10.3 Federal Trade Commission (FTC)

As a consumer in the United States, you are protected by the Federal Trade Commission Act. If you believe our practices are unfair or deceptive, you may file a complaint with the FTC at www.ftc.gov.

10.4 State Consumer Protection Agencies

You may also contact your state's Attorney General office or local consumer protection agency to seek assistance in resolving a dispute.

10.5 Informal Resolution Preference

We strongly prefer to resolve all disputes directly and informally before any formal proceedings are initiated. Our goal is always to reach a fair and mutually agreeable solution as quickly as possible.

11. Food Safety and Health Concerns

If you believe you experienced a food safety issue or became ill after consuming food from Pizza Luce, please contact us immediately. Your health and safety are our highest priority. In addition to contacting us, you may wish to report food safety concerns to your local health department or the U.S. Food and Drug Administration (FDA) at www.fda.gov. We take all health-related complaints extremely seriously and will cooperate fully with any investigations.

12. Third-Party Delivery Platform Orders

If you placed your order through a third-party delivery platform such as DoorDash, Grubhub, Uber Eats, or any similar service, please be aware that their own refund and dispute policies apply to your transaction. Pizza Luce does not have direct control over refunds processed through these platforms. We recommend contacting the platform's customer support directly. However, if the issue relates specifically to food preparation (such as a food safety concern or a significant quality issue), please also notify us directly.

13. Policy Changes

Pizza Luce reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on our website at pizzalucegrill.click with a revised effective date. Continued use of our services after any such changes constitutes your acceptance of the updated policy. We encourage you to review this page periodically to stay informed.

14. Contact Information

If you have any questions about this Refund Policy or wish to submit a refund request, please contact our customer service team using the information below: