Refund Policy

Last Updated: May 2, 2026

1. Introduction

At Pizza Luce, we are committed to delivering exceptional food and service to every customer. We understand that there may be occasions where an order does not meet your expectations, and we want to ensure a fair and transparent process for addressing those situations. This Refund Policy outlines the circumstances under which refunds, partial refunds, exchanges, and cancellations may be granted, as well as the procedures you must follow to submit a request.

Our policies comply with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act, which prohibits unfair or deceptive business practices. We are dedicated to resolving all customer concerns promptly and professionally.

2. Eligibility Conditions for Refunds

Pizza Luce will consider refund requests under the following circumstances:

• Incorrect Order: You received an item that is different from what you ordered (wrong pizza, wrong toppings, wrong size, wrong quantity).
• Missing Items: One or more items from your order were not delivered or included in your package.
• Food Quality Issues: The food delivered was spoiled, undercooked, overcooked, or otherwise not meeting reasonable quality standards.
• Damaged Food: The food arrived in a condition that makes it unsafe or unsuitable for consumption due to packaging failure or handling issues during delivery.
• Significant Delivery Delay: Your order was delivered more than 60 minutes beyond the estimated delivery time communicated at checkout, and the food is no longer fit for consumption.
• Duplicate Charges: You were charged more than once for the same order due to a payment processing error.
• Order Never Arrived: Your order was confirmed and paid for, but was never delivered to the provided address.

To be eligible for a refund, the issue must be reported within the timeframes specified in Section 3 of this policy. Pizza Luce reserves the right to verify all claims before approving any refund request.

3. Timeframes for Refund Requests

Refund requests must be submitted within the following timeframes to be considered eligible:

Requests submitted beyond these timeframes may not be honored. We strongly encourage customers to inspect their orders upon receipt and contact us immediately if any issues are identified.

4. Non-Refundable Items and Situations

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

• Orders that have been fully consumed before a complaint is submitted.
• Dissatisfaction based solely on personal taste preferences when the order was prepared correctly as specified.
• Orders where the customer provided an incorrect delivery address and the food could not be delivered.
• Promotional, discounted, or complimentary items received as part of a special offer.
• Delivery fees, service fees, and any applicable taxes.
• Orders cancelled after food preparation has already begun (see Section 8 for Cancellation Policy).
• Requests submitted outside the eligible timeframes listed in Section 3.
• Claims that cannot be substantiated or verified through reasonable investigation.

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

To submit a refund request with Pizza Luce, please follow the steps below:

1. Step 1 — Contact Us Promptly: Reach out to our customer support team as soon as possible after identifying the issue. You can contact us via:
   • Email: [email protected]
   • Website: pizzaluce-delivery.click
2. Step 2 — Provide Your Order Details: Include the following information in your refund request:
   • Full name used during the order
   • Order number or confirmation number
   • Date and time of the order
   • Delivery address
   • Description of the issue
3. Step 3 — Submit Supporting Evidence (if applicable): Where possible, provide photographic or video evidence of the issue (e.g., photos of the incorrect, damaged, or missing items). This significantly speeds up the review process.
4. Step 4 — Await Confirmation: Our customer support team will acknowledge receipt of your request within 1 business day and begin the review process.
5. Step 5 — Review and Resolution: Pizza Luce will review your claim within 3–5 business days. We may contact you for additional information during this period.
6. Step 6 — Refund Approval or Denial: You will receive a written notification via email confirming whether your refund request has been approved, partially approved, or denied, along with a detailed explanation.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the processing time depends on your original payment method:

Please note that while Pizza Luce processes refunds promptly upon approval, your financial institution or payment provider may require additional time to post the credit to your account. We are not responsible for delays caused by third-party payment processors or banking institutions.

7. Partial Refunds

In certain situations, Pizza Luce may issue a partial refund rather than a full refund. Partial refunds may apply in the following scenarios:

• Only a portion of your order was incorrect, missing, or unsatisfactory, while the remainder of the order was delivered correctly.
• Some items in your order met quality standards while others did not.
• A delivery delay occurred, but the food was still consumable upon arrival.
• The customer consumed a significant portion of the order before reporting an issue.
• A promotional discount was applied to the original order, affecting the refundable amount.

The partial refund amount will be calculated based on the value of the affected items only, minus any applicable discounts, fees, or promotional credits. The final refund amount will be communicated to the customer in writing before processing.

8. Cancellation Policy

Pizza Luce prepares food orders promptly to ensure freshness and timely delivery. As a result, our cancellation window is limited:

8.1 How to Cancel an Order

To cancel an order, contact us immediately via email at [email protected] with your order number and a request for cancellation. Cancellations requested by phone or in person at the time of the order placement may also be accommodated within the eligible timeframe.

8.2 Cancellation Refund Eligibility

In the event of an unforeseen operational issue on our part (such as a system outage or unavailability of ordered items), Pizza Luce will proactively offer a full refund or a substitute option.

9. Exchange Policy

Because of the perishable nature of food products, Pizza Luce does not offer traditional product exchanges. However, in cases where an incorrect item was delivered, we may offer the following remedies at our discretion:

• Replacement Delivery: We may arrange for the correct item(s) to be re-prepared and delivered to you, subject to operational capacity and your proximity to our service area. This option is available for orders where a replacement can be completed within a reasonable timeframe.
• Store Credit: A credit equivalent to the value of the incorrect or unsatisfactory item(s) may be applied to your account for use on a future order.
• Monetary Refund: As outlined in this policy, a full or partial monetary refund may be issued where replacement delivery is not feasible.

The resolution offered will depend on the nature of the issue, delivery logistics, and the time elapsed since the original order. Our customer support team will work with you to find the most appropriate and satisfactory resolution.

10. Dispute Resolution Process

If you are dissatisfied with the outcome of your refund request, Pizza Luce offers the following dispute resolution process:

10.1 Internal Escalation

You may request that your case be escalated to a senior member of our customer support team by contacting us at [email protected] with the subject line "Refund Dispute Escalation" and your original case or order number. We will review escalated disputes within 5–7 business days and provide a final determination.

10.2 External Dispute Resolution

If an internal resolution cannot be reached, customers in the United States may seek assistance through the following channels:

• Federal Trade Commission (FTC): File a complaint at reportfraud.ftc.gov for unfair or deceptive business practices under the FTC Act.
• Better Business Bureau (BBB): Submit a dispute through the BBB's online portal at www.bbb.org.
• State Attorney General's Office: Customers may file a complaint with the Attorney General's office in their respective state for consumer protection matters.
• Credit Card Chargeback: If you paid by credit card and believe a charge was unauthorized or fraudulent, you may contact your card issuer to initiate a chargeback in accordance with your cardholder agreement.

10.3 Governing Law

This Refund Policy and any disputes arising from it shall be governed by and construed in accordance with the laws of the United States and the applicable state laws where the transaction occurred. Any formal legal proceedings shall be subject to the jurisdiction of the appropriate state or federal courts within the United States.

11. Policy Amendments

Pizza Luce reserves the right to modify or update this Refund Policy at any time. Changes will be posted on our website at pizzaluce-delivery.click with a revised "Last Updated" date. Continued use of our services after any policy changes constitutes your acceptance of the updated terms. We encourage you to review this policy periodically.

12. Contact Information for Refund Requests

For all refund requests, cancellations, or customer service inquiries, please contact Pizza Luce using the information below: