Refund Policy

Last Updated: May 30, 2026

1. Overview

This Refund Policy applies to all orders placed through our website at pizzaluce-food.click, via phone, or through any other ordering channel operated by Pizza Luce. By placing an order with us, you acknowledge and agree to the terms outlined in this policy.

We take food quality and customer satisfaction seriously. However, due to the perishable nature of food products, refund eligibility is subject to specific conditions and timeframes described below. We encourage all customers to review their orders carefully before submission.

This policy is governed by the laws of the United States, including applicable consumer protection regulations enforced by the Federal Trade Commission (FTC) under the FTC Act.

2. Eligibility Conditions for Refunds

A refund request may be considered eligible under the following circumstances:

• Incorrect Order: You received items that differ from what you ordered (wrong toppings, wrong size, wrong items delivered).
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food was undercooked, overcooked, spoiled, or otherwise unfit for consumption at the time of delivery or pickup.
• Allergic Reactions Due to Mislabeling: If you specified an allergy or dietary restriction in your order and the food delivered did not comply with those instructions, resulting in harm or potential harm.
• Significant Delivery Delays: Your order arrived significantly later than the estimated delivery time, rendering the food unsatisfactory in temperature or quality.
• Duplicate Charges: You were charged more than once for the same order due to a technical or billing error.
• Order Not Received: Your order was marked as delivered but was not received, after a reasonable investigation confirms non-delivery.

Refunds will not be granted based on personal preference or change of mind after an order has been prepared and dispatched. Pizza Luce reserves the right to assess each refund request on a case-by-case basis.

3. Timeframes for Refund Requests

Timely reporting is essential for us to investigate and resolve your concern effectively. The following timeframes apply:

Requests submitted outside these timeframes may not be eligible for a refund. We strongly recommend contacting us as soon as an issue is identified.

4. Non-Refundable Items and Services

The following are generally not eligible for refunds:

• Orders that have been partially or fully consumed without a legitimate quality complaint.
• Orders where the customer provided an incorrect delivery address and the food was delivered to that address.
• Customizations or special requests that were correctly fulfilled as specified by the customer.
• Delivery fees, where the delivery was successfully completed.
• Promotional items, discounted orders, or free items received as part of a promotion.
• Orders delayed due to circumstances beyond our control, such as severe weather, traffic incidents, or third-party delivery service disruptions.
• Requests made solely due to a change of mind or personal preference after the order has been prepared.
• Gift cards or promotional credits purchased or redeemed.

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

To initiate a refund request, please follow these steps:

1. Step 1 – Contact Us Promptly: Reach out to our customer support team within the applicable timeframe (see Section 3). You can contact us via:
   • Email: [email protected]
   • Website: pizzaluce-food.click
2. Step 2 – Provide Order Information: Have the following details ready when you contact us:
   • Your full name
   • Order number or confirmation number
   • Date and time of the order
   • Delivery address or pickup location
   • A clear description of the issue
3. Step 3 – Submit Supporting Evidence (if applicable): To help us process your request efficiently, please include:
   • Photographs of the incorrect, missing, or unsatisfactory food items
   • A screenshot or copy of the order confirmation
   • Any other relevant documentation
4. Step 4 – Review and Investigation: Our team will review your submission within 1–3 business days. We may contact you for additional information or clarification during this period.
5. Step 5 – Resolution Notification: Once a decision has been made, we will notify you via email. If your refund is approved, we will initiate the refund according to the timeframes in Section 6.

6. Refund Processing Times by Payment Method

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

Please note that processing times are estimates and may vary depending on your financial institution. Pizza Luce is not responsible for delays caused by banks or payment processors once the refund has been initiated on our end.

7. Partial Refunds

In some cases, a partial refund may be issued instead of a full refund. Partial refunds may apply under the following conditions:

• Only certain items in an order were incorrect or missing, while the rest of the order was fulfilled correctly.
• A minor quality issue was identified with part of the order, but the majority of the food was satisfactory.
• The customer partially consumed the order before identifying an issue, and the remaining portion is deemed eligible for a refund.
• A delivery delay occurred, but the food was still delivered and was reasonably consumable.

The amount of a partial refund will be calculated based on the value of the affected items or services, minus any applicable delivery fees or non-refundable components.

8. Exchange Policy

Because our products are freshly prepared food items, traditional product exchanges are not always feasible. However, we do offer the following alternatives where appropriate:

• Re-order at No Charge: If your order was incorrect or significantly unsatisfactory, we may offer to prepare and deliver a replacement order at no additional cost, subject to availability and your location.
• Store Credit: In lieu of a monetary refund, we may offer store credit of equal or greater value to be applied to a future order. Store credits are valid for 90 days from the date of issuance and are non-transferable.
• Partial Replacement: If only certain items were incorrect or missing, we may replace those specific items with your next order or via a separate delivery, subject to delivery availability.

Exchange options are offered at the discretion of Pizza Luce and are subject to the same eligibility conditions outlined in this policy. Customers may express a preference, and we will do our best to accommodate reasonable requests.

9. Cancellation Policy

We understand that plans can change. Our cancellation policy is as follows:

9.1 Cancellations Before Preparation

If you need to cancel your order, please contact us immediately after placing it. Orders can only be cancelled without charge if they have not yet entered the preparation stage.

• Cancellations made before preparation begins: Full refund issued.
• Cancellations made after preparation has started: No refund will be issued, as ingredients and labor have already been committed to your order.

9.2 Cancellations Due to Business Circumstances

In the event that Pizza Luce must cancel your order due to ingredient unavailability, staffing issues, equipment failure, or other operational reasons, you will receive a full refund to your original payment method, along with notification via email or phone.

9.3 Scheduled and Future Orders

For orders scheduled in advance, cancellations are accepted up to 2 hours before the scheduled preparation time for a full refund. Cancellations made after this window may not be eligible for a refund.

9.4 How to Cancel

To cancel an order, please contact us immediately via:

• Email: [email protected]
• Website: pizzaluce-food.click

Please include your order number and the reason for cancellation in your message.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund or cancellation request, or if you believe your concern has not been adequately addressed, the following dispute resolution process applies:

10.1 Internal Escalation

Submit a formal written complaint to our customer service team at [email protected] with the subject line "Formal Dispute – [Your Order Number]". Include all relevant details, prior communications, and supporting documentation. A senior member of our team will review your case and respond within 5 business days.

10.2 Chargeback Rights

You retain the right to dispute a charge with your credit card issuer or bank (commonly referred to as a "chargeback") if you believe you have been wrongfully charged. We encourage customers to contact us first to resolve the issue directly before initiating a chargeback, as this typically leads to faster resolution.

10.3 Consumer Protection Agencies

If a satisfactory resolution cannot be reached, you may file a complaint with relevant consumer protection authorities, including:

• Federal Trade Commission (FTC): www.ftc.gov — for consumer protection matters at the federal level.
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov — for payment-related disputes.
• Your state's Attorney General Office or consumer protection division.

10.4 Governing Law

This Refund Policy is governed by the laws of the United States. Any disputes not resolved through the above process may be subject to binding arbitration or legal proceedings in accordance with applicable federal and state law.

11. Changes to This Refund Policy

Pizza Luce reserves the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website at pizzaluce-food.click. The "Last Updated" date at the top of this page will reflect the most recent revision. Continued use of our services after any modification constitutes your acceptance of the revised policy. We encourage customers to review this page periodically.

12. Contact Information for Refund Requests

For all refund-related inquiries, cancellations, or complaints, please contact our customer support team through the following channels:

Our customer support team is available to respond to inquiries during regular business hours. We aim to acknowledge all refund-related communications within 1 business day and to provide a full resolution within 3–5 business days of receiving all required information.

This Refund Policy was last reviewed and updated on May 30, 2026, and is effective as of that date.