Refund Policy

Effective Date: March 19, 2026 | Last Updated: March 19, 2026

1. Introduction

At Pizza Luce, we are committed to delivering the highest quality food and dining experience to every customer. We understand that situations may arise where a refund, exchange, or cancellation is necessary. This Refund Policy has been established to provide clear, fair, and transparent guidelines for all refund-related requests in accordance with applicable United States consumer protection laws, including regulations enforced by the Federal Trade Commission (FTC) under the FTC Act.

This policy applies to all orders placed online via pizzaluces.rest, by phone, or in person at our restaurant locations. Our goal is to resolve every concern promptly, professionally, and to your satisfaction.

If you have any questions about this policy, please contact us directly at [email protected] before placing your order.

2. Eligibility Conditions for Refunds

Pizza Luce will consider refund requests under the following circumstances. To be eligible for a refund, your situation must meet at least one of the following criteria:

• Incorrect Order: You received items that are different from what you ordered, including wrong toppings, wrong size, or wrong menu items.
• Missing Items: One or more items from your order were not included at the time of delivery or pickup.
• Food Quality Issues: The food received was undercooked, overcooked, spoiled, or otherwise did not meet reasonable quality standards.
• Allergic Reactions Due to Incorrect Preparation: If you clearly specified a dietary restriction or allergen concern and we failed to honor it, resulting in incorrect preparation.
• Failed Delivery: Your order was confirmed but never delivered and you were charged for it.
• Duplicate Charges: You were charged more than once for the same order due to a technical or processing error.
• Order Cancellation: Your order was cancelled by Pizza Luce before preparation began.

Refund requests that do not meet any of the above criteria will be evaluated on a case-by-case basis at the sole discretion of Pizza Luce management. We encourage all customers to contact us as soon as a problem is identified.

3. Timeframes for Refund Requests

To ensure a prompt and fair resolution, all refund requests must be submitted within the following timeframes:

Requests submitted outside of these timeframes may not be honored. We strongly encourage customers to inspect their order upon receipt and contact us immediately if there is an issue.

4. Non-Refundable Items and Services

Certain items and services are not eligible for refunds under any circumstances. These include:

• Completed and consumed food items — If a food item has been largely or entirely consumed, a refund will not be issued except in cases of a legitimate food safety concern.
• Customized or special-order items — Items prepared with specific custom requests (e.g., personalized cakes, specialty orders) that were made correctly per the customer's specifications.
• Delivery fees — Delivery charges are non-refundable once the order has been dispatched, unless Pizza Luce is at fault for the delivery failure.
• Service fees and processing fees — Platform or third-party processing fees are not refundable by Pizza Luce.
• Promotional or discounted items — Items purchased as part of a limited-time promotional offer may not be eligible for a full refund.
• Gift cards and vouchers — Once issued, gift cards and digital vouchers are non-refundable and non-transferable for cash value.
• Catering deposits — Non-refundable deposits made for catering orders if the cancellation does not meet the required 48-hour notice period.

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

To request a refund from Pizza Luce, please follow these steps carefully:

1. Step 1 — Document the Issue: Take clear photographs of the incorrect, missing, or low-quality food items. Keep your original order receipt or confirmation email accessible.
2. Step 2 — Contact Us Promptly: Reach out to us as soon as possible via email at [email protected] or visit our location in person.
3. Step 3 — Provide Order Details: Include your full name, order number, date and time of order, method of payment, and a clear description of the issue you experienced.
4. Step 4 — Attach Supporting Evidence: If applicable, attach photographs or screenshots documenting the problem with your order.
5. Step 5 — Await Review: Our customer service team will review your request within 1–3 business days. We may contact you for additional information if needed.
6. Step 6 — Receive Decision: You will be notified by email or phone of our decision. If your refund is approved, we will process it using your original payment method.

We aim to resolve all refund requests fairly and efficiently. Please be respectful and cooperative during the review process so we can assist you as quickly as possible.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes for the funds to be returned to you depends on your payment method:

Please note that while Pizza Luce processes refunds promptly upon approval, the actual timing of funds appearing in your account is subject to your bank or financial institution's processing schedules and is beyond our control.

7. Partial Refunds

In certain situations, Pizza Luce may issue a partial refund rather than a full refund. Partial refunds may be granted under the following conditions:

• Only some items in the order were incorrect, missing, or unsatisfactory — only the affected portion of the order will be refunded.
• The food quality issue affected only part of the meal (e.g., one pizza was fine but a side order was missing).
• A portion of the meal was consumed before the quality issue was identified.
• The customer accepted a replacement or substitute item but was still dissatisfied with a remaining portion of the order.
• Catering orders cancelled after the 48-hour window but before preparation has fully begun — a partial refund may be issued at management's discretion.

The amount of any partial refund will be determined by Pizza Luce management based on a fair assessment of the specific circumstances and the value of the affected items.

8. Exchange Policy

Pizza Luce is pleased to offer exchanges on qualifying orders under the following conditions:

• Wrong Item Received: If you received an incorrect menu item, we will prepare and deliver (or make available for pickup) the correct item at no additional charge, provided you notify us within 2 hours of receiving the order.
• Unsatisfactory Food Quality: At our discretion, we may offer to remake an item rather than issue a monetary refund. This replacement will be provided at no additional cost to the customer.
• Allergies and Dietary Errors: If we prepared an item incorrectly with respect to a clearly communicated dietary restriction, we will remake the item to the correct specifications and prioritize the replacement.

Exchanges are subject to availability and must be requested within the applicable timeframe. We cannot guarantee that the same item will be available for exchange at all times, particularly for seasonal or limited menu items.

9. Cancellation Policy

Pizza Luce's cancellation policy varies depending on the type of order:

9.1 Standard Online or Phone Orders

If you need to cancel a standard food order, please contact us immediately. Cancellations are only accepted if the order has not yet entered the preparation stage. Once our kitchen has begun preparing your order, cancellation is not possible and no refund will be issued.

• Cancellation window: Within 5 minutes of order placement.
• Full refund issued for cancellations made before preparation begins.
• No refunds for cancellations requested after preparation has started.

9.2 Catering and Large Group Orders

For catering orders and large-scale food bookings, the following cancellation terms apply:

9.3 Third-Party Delivery Platform Orders

For orders placed through third-party delivery applications (such as DoorDash, Uber Eats, Grubhub, etc.), cancellation and refund requests must be directed to the respective platform. Pizza Luce is not responsible for the policies or decisions made by third-party platforms with respect to order cancellations or refunds. However, if the issue involves the quality of the food we prepared, please contact us directly as well.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Pizza Luce provides the following dispute resolution process:

10.1 Internal Escalation

If your initial refund request was denied or you believe the resolution was inadequate, you may escalate your concern by sending a detailed written complaint to [email protected] with the subject line "Refund Dispute — [Your Order Number]." A senior member of our management team will review your case and respond within 5 business days.

10.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute a charge with your credit card company or bank if you believe a charge was unauthorized, erroneous, or if a merchant failed to deliver goods or services as described. This right is protected under the Fair Credit Billing Act (FCBA) for credit card purchases and the Electronic Fund Transfer Act (EFTA) for debit card transactions. We encourage you to first contact us directly before initiating a chargeback, as we are committed to resolving disputes amicably.

10.3 Consumer Protection Resources

If your dispute remains unresolved, you may contact the following consumer protection agencies for assistance:

• Federal Trade Commission (FTC): www.ftc.gov | 1-877-FTC-HELP
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Better Business Bureau (BBB): www.bbb.org
• Your state's Attorney General Consumer Protection Division

11. Changes to This Refund Policy

Pizza Luce reserves the right to modify or update this Refund Policy at any time. Changes will be posted on our website at pizzaluces.rest with a revised effective date. Your continued use of our services following any updates constitutes your acceptance of the revised policy. We encourage you to review this policy periodically to stay informed of any changes.

12. Contact Information for Refund Requests

For all refund requests, questions, or concerns related to this policy, please contact our customer service team using the information below. We are committed to responding to all inquiries in a timely and professional manner.