Refund Policy

At Pizza Luce, we are committed to delivering fresh, high-quality food and an exceptional customer experience with every order. We understand that issues can occasionally arise, and we want to make sure you feel confident and protected when ordering from us. Please read this Refund Policy carefully to understand your rights and our procedures regarding refunds, cancellations, and disputes.

This policy applies to all orders placed through our website at luces-pizz.click or by contacting us directly at [email protected]. By placing an order with Pizza Luce, you agree to the terms outlined in this policy.

1. Our Commitment to Customer Satisfaction

Pizza Luce takes great pride in the quality of our food and the reliability of our service. Every pizza, side dish, and beverage we prepare is made with care using fresh ingredients. However, we recognize that sometimes orders may not meet expectations due to errors, quality concerns, or delivery issues. In such cases, we are dedicated to resolving your concerns promptly and fairly.

This Refund Policy has been developed in accordance with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act, and relevant state regulations governing food service businesses. We encourage you to reach out to us before initiating any third-party dispute so that we may have the opportunity to make things right.

2. Eligibility Conditions for Refunds

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

• Incorrect Order: You received a different item than what was ordered (e.g., 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: The food delivered was undercooked, spoiled, contained foreign objects, or was otherwise unfit for consumption.
• Significant Delivery Delays: Your order arrived more than 60 minutes beyond the estimated delivery time communicated at the time of ordering, resulting in food that is cold or inedible.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical error.
• Order Not Delivered: Your order was never received despite confirmation of placement and payment.
• Allergen Concerns: You clearly specified a food allergy or dietary restriction at the time of ordering, and the item delivered did not comply with that request, resulting in a health concern.

To be eligible for a refund, you must report the issue within the timeframes specified in Section 3 below and provide supporting documentation where applicable.

3. Timeframes for Refund Requests

We operate with strict but fair timeframes to ensure the validity and accuracy of refund claims, particularly given the perishable nature of food products.

4. Non-Refundable Items and Situations

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

• Orders that have been fully consumed without any documented quality issue or complaint.
• Refund requests based solely on personal taste preferences (e.g., "I didn't like the flavor") where the item was correctly prepared as ordered.
• Promotional or discounted items that were provided at no additional charge as part of a deal or bundle.
• Orders where the customer provided an incorrect delivery address, resulting in a failed or delayed delivery.
• Orders that were refused at the door by the customer without a valid documented reason.
• Requests made after the applicable reporting timeframe has passed.
• Delivery fees and service charges are non-refundable unless the refund is due to an error entirely on our part that resulted in a non-delivery.
• Digital gift cards or credits once they have been redeemed.

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

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

1. Step 1 – Gather Your Information: Have your order confirmation number, the date and time of your order, the items in question, and your payment method ready before contacting us.
2. Step 2 – Document the Issue: If applicable, take clear photographs of the incorrect, missing, or substandard food items. Photos significantly speed up the resolution process.
3. Step 3 – Contact Us: Reach out to our customer support team via email at [email protected]. In the subject line, write "Refund Request – [Your Order Number]."
4. Step 4 – Provide Details: In your message, clearly describe the issue, include your order number, attach any photos, and specify the resolution you are requesting (full refund, partial refund, or replacement).
5. Step 5 – Wait for Review: Our team will review your request and respond within 2 business days. We may follow up with additional questions to properly assess your claim.
6. Step 6 – Resolution: Once reviewed and approved, your refund will be processed according to the timelines and methods outlined in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved by our team, the processing time will vary depending on your original method of payment:

Please note that while we process refunds promptly on our end, your bank or payment provider may take additional time to reflect the credit in your account. Pizza Luce is not responsible for delays caused by third-party financial institutions.

7. Partial Refunds

In some situations, a partial refund may be more appropriate than a full refund. Pizza Luce may issue partial refunds in the following circumstances:

• Only a portion of your order was incorrect or missing (e.g., one item out of a multi-item order was wrong).
• The food quality issue affected only part of your order.
• The order was delayed but was still ultimately delivered and was partially consumable.
• A promotional discount was applied to the original order, and the refund will be calculated based on the actual amount paid rather than the full menu price.
• You consumed a portion of the incorrect item before reporting the issue.

The amount of any partial refund will be determined at the sole discretion of Pizza Luce, based on the nature and extent of the issue reported and the documentation provided.

8. Exchange Policy

Due to the perishable nature of food products, we do not accept physical returns. However, in certain qualifying situations, we may offer to re-prepare and deliver a replacement order instead of issuing a monetary refund. This option is available when:

• The original order was prepared incorrectly due to an error on our part.
• The food quality issue is confirmed and the replacement can be reasonably prepared and delivered in a timely manner.
• The customer prefers a replacement over a refund and the request is made promptly.

Replacement orders are subject to availability and delivery zone limitations. We will make every effort to deliver replacements within a reasonable timeframe. If a replacement cannot be fulfilled, a full or partial monetary refund will be issued instead.

9. Cancellation Policy

We understand that plans change. However, due to the nature of food preparation, our ability to cancel an order is time-sensitive.

9.1 Orders Eligible for Cancellation

You may cancel your order within 5 minutes of placing it, provided that food preparation has not yet begun. To cancel, contact us immediately at [email protected] with your order number and cancellation request.

9.2 Orders That Cannot Be Cancelled

Once food preparation has begun, orders cannot be cancelled for a monetary refund. This is because ingredients and labor have already been committed to your order. In such cases, we may offer store credit as a goodwill gesture at our discretion.

9.3 Cancellations Due to Operational Issues

In the event that Pizza Luce must cancel your order due to unforeseen circumstances such as ingredient unavailability, staff shortages, equipment failure, or extreme weather conditions, you will receive a full refund within the applicable timeframe for your payment method as outlined in Section 6.

10. Dispute Resolution Process

We always aim to resolve refund and quality concerns directly and amicably. If you are not satisfied with the resolution provided by our customer support team, you have the following options:

10.1 Internal Escalation

You may request that your case be escalated to a senior member of our customer service team. Simply reply to any existing email thread with "Escalation Request" in the subject line, and your case will be reviewed by a supervisor within 3 business days.

10.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute a charge with your credit or debit card issuer if you believe you have been incorrectly charged or have not received the goods or services you paid for. We encourage you to attempt to resolve the issue directly with us first, as chargebacks can result in delays. However, we respect your right to pursue this avenue if necessary.

10.3 Consumer Protection Agencies

If you feel your consumer rights have been violated, you may file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or with your state's Attorney General's Office. We are committed to full compliance with the FTC Act and all applicable state consumer protection statutes.

10.4 Informal Mediation

Should a formal dispute arise, both parties agree to first attempt resolution through good-faith negotiation. If negotiation fails, either party may propose mediation through a mutually agreed-upon neutral third party before pursuing any legal action.

11. Food Safety and Allergen Disclaimer

Pizza Luce takes food safety and allergen management seriously. If you have a known food allergy or dietary restriction, please clearly inform us at the time of placing your order. While we make every effort to accommodate allergen requests, our kitchen handles common allergens including wheat, dairy, eggs, nuts, and soy. We cannot guarantee a completely allergen-free environment.

If you experience an adverse health reaction that you believe is related to food consumed from Pizza Luce, please seek medical attention immediately and contact us as soon as you are able. We take all such reports with the utmost seriousness and will conduct a thorough internal review.

12. Changes to This Refund Policy

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

13. Contact Information for Refund Requests

For all refund requests, questions about this policy, or general customer service inquiries, please contact us using the information below. Our team is ready to assist you and is committed to resolving your concerns as quickly as possible.