Refund Policy

At Pizza Luce, we are committed to delivering an exceptional dining experience with every order. We understand that occasionally issues may arise, and this Refund Policy outlines the conditions, procedures, and timelines associated with refund and cancellation requests for orders placed through our website at lucepizza-eat.rest. Please read this policy carefully before placing an order.

1. General Overview

Pizza Luce takes great pride in the quality of our food and the satisfaction of our customers. This Refund Policy applies to all orders placed online through lucepizza-eat.rest, including delivery, pickup, and any promotional or special orders. By placing an order with us, you acknowledge and agree to the terms described in this policy.

Our goal is to resolve all refund and complaint matters fairly, promptly, and professionally. We encourage customers to contact us as soon as possible after an issue arises so we can assist in the most efficient manner.

2. Eligibility Conditions for Refunds

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

• The order received was significantly different from what was described on our menu or website at the time of ordering.
• The food item(s) arrived in an unsatisfactory condition, such as being spoiled, contaminated, or otherwise unfit for consumption.
• An item or items were missing from your order upon delivery or pickup.
• You received the wrong order entirely, or incorrect items were substituted without your consent.
• The delivery was unreasonably delayed beyond our estimated delivery window due to circumstances within our control, resulting in food that was not suitable for consumption upon arrival.
• You were charged incorrectly or charged more than once for the same order due to a technical or billing error.
• Your order was canceled by Pizza Luce prior to fulfillment.

3. Timeframes for Refund Requests

To be eligible for a refund, you must contact us within the timeframes specified below:

Requests submitted after the applicable timeframe will be evaluated on a case-by-case basis at the sole discretion of Pizza Luce management. We cannot guarantee refunds for late requests.

4. Non-Refundable Items and Services

The following items and scenarios are generally not eligible for a refund:

• Orders that have been fully consumed or largely eaten before a complaint is submitted.
• Customized orders where incorrect customization details were provided by the customer at the time of ordering (e.g., wrong toppings, incorrect size selected).
• Delivery fees, service fees, and platform surcharges, unless the order was canceled by Pizza Luce before fulfillment.
• Promotional items, discounted specials, or free items provided as part of a deal or promotional offer.
• Gift cards or store credits once purchased and applied to an order.
• Orders affected by delays caused by external factors beyond our control, including but not limited to severe weather events, natural disasters, traffic conditions, or third-party delivery service interruptions.
• Dissatisfaction based on personal taste preferences, provided the item was prepared correctly as per the menu description.
• Orders where refund requests are submitted beyond the applicable timeframes without a valid reason for the delay.

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

If you believe your order qualifies for a refund, please follow these steps to submit your request efficiently:

1. Step 1 — Gather Your Order Information: Before contacting us, please have the following ready: your order confirmation number, the date and time of your order, the items affected, and your payment method.
2. Step 2 — Document the Issue: If applicable, take clear photographs of the incorrect, missing, or unsatisfactory food items. Visual documentation helps us process your request more quickly and accurately.
3. Step 3 — Contact Pizza Luce: Reach out to our customer support team using one of the contact methods listed in Section 10 of this policy. Please describe the issue in detail and include your order number and any supporting photos.
4. Step 4 — Review and Acknowledgment: Our team will acknowledge receipt of your refund request within 1 business day. We may reach out to you for additional information or clarification if needed.
5. Step 5 — Decision: After reviewing your request, we will notify you of our decision via email. If your refund is approved, we will confirm the refund amount and the method by which it will be issued.
6. Step 6 — Refund Issuance: If approved, your refund will be processed according to the timelines specified in Section 6 of this policy.

6. Refund Processing Times by Payment Method

Once a refund has been approved by our team, please allow the following processing times depending on your original payment method:

Please note that while we process refunds promptly on our end, actual credit posting times depend on your financial institution or payment provider. If you do not see a refund within the timeframes listed above, we recommend contacting your bank or payment provider before reaching out to us.

7. Partial Refunds

In certain situations, a partial refund may be more appropriate than a full refund. Pizza Luce reserves the right to issue partial refunds under the following conditions:

• Only certain items within an order were incorrect, missing, or unsatisfactory, while the remainder of the order was delivered correctly and in good condition.
• A portion of the food was consumed before the issue was identified, making it impossible to return or verify the full order.
• The customer accepted a partial resolution, such as a replacement item, and only requires a refund for the remaining affected portion.
• Delivery fees or surcharges are excluded from the refund, and only the food item cost is being reimbursed.
• The issue reported affects the quality but not the safety or usability of the product, and the customer still received partial benefit from the order.

The amount of a partial refund will be determined by our customer service team in good faith, based on the nature and extent of the issue reported.

8. Exchange Policy

In some cases, rather than issuing a monetary refund, Pizza Luce may offer to replace an incorrect or unsatisfactory item with the correct item. The following conditions apply to our exchange policy:

• Exchange requests must be submitted within 2 hours of order delivery or pickup.
• We will arrange for a replacement delivery or allow you to pick up the correct item at no additional charge, depending on the circumstances and your location.
• Exchanges are subject to item availability. If a specific item is no longer available, we will offer a comparable alternative or issue a refund for that item.
• If you accept a replacement item, you acknowledge that the original item or its monetary value will not be separately refunded unless the replacement also fails to meet reasonable quality standards.
• Exchanges are not available for customization errors made by the customer during the ordering process.

9. Cancellation Policy

Due to the perishable and time-sensitive nature of prepared food, our cancellation window is limited. Please review the following cancellation terms carefully:

9.1 Customer-Initiated Cancellations

• You may cancel an order without penalty within 5 minutes of placing it, provided that preparation has not yet begun.
• If your order has already entered the preparation stage, cancellation may not be possible. In such cases, we will do our best to accommodate your request but cannot guarantee a full refund.
• To cancel an order, contact us immediately via email at [email protected] or by visiting lucepizza-eat.rest and referencing your order number.
• Cancellations requested after food preparation has begun will be reviewed individually. Partial refunds may be offered at the discretion of our management team.

9.2 Pizza Luce-Initiated Cancellations

• On rare occasions, Pizza Luce may need to cancel an order due to ingredient unavailability, unexpected operational issues, or factors outside of our control.
• In such cases, the customer will be notified promptly and a full refund will be issued automatically to the original payment method.
• We sincerely apologize for any inconvenience caused by Pizza Luce-initiated cancellations and may offer a store credit or discount as a gesture of goodwill.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we encourage you to follow our dispute resolution process before pursuing any formal or legal action:

1. Internal Escalation: Request that your complaint be escalated to a senior manager or supervisor within our customer service team. You may do so by replying to any email correspondence from us and clearly stating that you wish to escalate the matter.
2. Written Complaint: Submit a formal written complaint to our email address at [email protected] with the subject line "Formal Refund Dispute." Include all relevant documentation, including your order number, correspondence history, and any photos or evidence.
3. Review Period: We will review your formal dispute within 5 business days and respond with our final decision in writing.
4. External Resolution: If your dispute remains unresolved after the internal process, you may contact your credit card issuer or payment provider to initiate a chargeback, or file a complaint with the Federal Trade Commission (FTC) at ftc.gov or your applicable state consumer protection agency. For transactions involving digital commerce, you may also reference your rights under the applicable state consumer protection laws of the United States.

11. Consumer Rights Under United States Law

As a consumer in the United States, you may have rights under applicable federal and state consumer protection laws, including but not limited to:

• The Federal Trade Commission Act (FTC Act), which prohibits unfair or deceptive acts or practices in commerce.
• State-level consumer protection statutes, which may vary depending on your state of residence.
• Chargeback rights provided by your credit or debit card issuer under applicable payment network rules.

Nothing in this Refund Policy is intended to limit or waive any rights you may have under applicable federal or state consumer protection laws. If any provision of this policy conflicts with applicable law, the applicable law shall take precedence.

12. Modifications to This Policy

Pizza Luce reserves the right to update or modify this Refund Policy at any time. Changes will be posted on our website at lucepizza-eat.rest with an updated effective date. Your continued use of our website and services after any modifications constitutes your acceptance of the revised policy. We encourage you to review this page periodically to stay informed of any changes.

13. Contact Information for Refund Requests

For all refund inquiries, cancellations, and complaints, please contact our customer support team using the details below. We strive to respond to all inquiries within 1 business day.

When contacting us regarding a refund, please include the following information to help us assist you as efficiently as possible:

• Your full name and contact email address
• Your order confirmation number
• The date and time the order was placed and received
• A clear description of the issue
• Supporting photographs (if applicable)
• Your preferred resolution (refund, replacement, or store credit)