Refund Policy

At Pizza Luce, we are committed to delivering exceptional food experiences and ensuring complete customer satisfaction. We understand that sometimes orders may not meet your expectations, and we have established this Refund Policy to address such situations fairly and transparently. Please read this policy carefully before placing an order through our website at pizzaluce-eat.digital.

1. Overview

This Refund Policy applies to all purchases made through our website pizzaluce-eat.digital or any affiliated ordering platform operated by Pizza Luce. By placing an order with us, you agree to the terms outlined in this policy. We reserve the right to update or modify this policy at any time, and any changes will be reflected with an updated effective date at the top of this page.

Our goal is to resolve any issues quickly and fairly. If you are unsatisfied with your order for any reason, we encourage you to contact us as soon as possible so we can make things right.

2. Eligibility Conditions for Refunds

A refund or replacement may be issued under the following circumstances:

• Incorrect Order: You received items that are different from what you ordered.
• Missing Items: One or more items from your order were not included in your delivery or pickup.
• Food Quality Issues: The food was undercooked, overcooked, spoiled, or otherwise unfit for consumption upon receipt.
• Significant Delay: Your order was delivered significantly later than the estimated delivery time, resulting in food being cold or inedible.
• Allergic Reactions Due to Incorrect Preparation: Your order contained an ingredient that you explicitly requested to be excluded due to a documented allergy or dietary restriction, and this error was made on our part.
• Duplicate Charges: You were charged more than once for the same order due to a technical error.
• Order Not Delivered: Your order was marked as delivered but was not received, and this has been verified.

3. Timeframes for Refund Requests

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

Requests submitted outside of these timeframes may not be eligible for a full refund. We strongly encourage customers to inspect their orders immediately upon receipt and contact us promptly if any issues are found.

4. Non-Refundable Items and Situations

The following situations are generally not eligible for refunds:

• Orders that have been partially or fully consumed without a valid complaint being raised at the time of consumption.
• Customer remorse or change of preference after the order has been prepared or delivered.
• Incorrect delivery address provided by the customer.
• Special promotional items, discounted meals, or free items provided as part of a promotional offer.
• Orders where the customer was unavailable to receive the delivery after multiple contact attempts by the delivery driver.
• Minor variations in food appearance that do not affect the quality or taste of the product.
• Delays caused by factors beyond our reasonable control, including severe weather conditions, traffic incidents, or natural disasters.
• Customization errors that were not communicated clearly in the order instructions.

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

Follow these steps to submit a refund request with Pizza Luce:

1. Step 1 — Gather Your Information: Locate your order confirmation number, the date and time of your order, and any relevant details about the issue (e.g., photos of incorrect or poor-quality food).
2. Step 2 — Contact Our Support Team: Reach out to us via email at [email protected] or through the contact form available on our website at pizzaluce-eat.digital.
3. Step 3 — Provide Details: In your message, include your full name, order number, the specific issue you experienced, and any supporting photos or documentation. The more detail you provide, the faster we can process your request.
4. Step 4 — Await Confirmation: Our customer support team will acknowledge your request within 1–2 business days and may ask follow-up questions to better understand the issue.
5. Step 5 — Review and Decision: We will review your request and notify you of our decision within 3–5 business days. Approved refunds will be processed to your original payment method.
6. Step 6 — Refund Issued: Once 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, the time it takes to reflect in your account depends on your 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 third-party payment processors once the refund has been initiated on our end.

7. Partial Refunds

In certain situations, a partial refund may be issued rather than a full refund. Partial refunds may apply when:

• Only a portion of your order was incorrect, missing, or unsatisfactory.
• The food quality issue affected only specific items within a larger order.
• A delivery delay impacted only part of the order (e.g., some items arrived cold while others were acceptable).
• The customer has already consumed a portion of the order before raising the complaint.
• A promotional discount was applied to the order, and the refund amount is calculated based on the actual amount paid for the affected item(s).

The amount of any partial refund will be determined at the sole discretion of Pizza Luce, taking into account the nature and extent of the issue reported.

8. Exchange Policy

Where possible and logistically feasible, Pizza Luce may offer an exchange or replacement instead of a monetary refund. Exchanges may be offered under the following conditions:

• An incorrect item was delivered, and you would prefer the correct item to be sent out.
• An item was missing from your order, and you would like it delivered separately.
• A food quality issue was identified and the replacement can be delivered promptly within our service area.

If you prefer a replacement over a refund, please indicate this clearly in your refund request. Replacements are subject to availability and delivery time constraints. Please note that we may not always be able to offer a same-day replacement, particularly during peak hours or in circumstances where our kitchen is unable to fulfill additional orders quickly.

Pizza Luce reserves the right to offer store credit as an alternative to a cash refund or replacement, particularly in cases where a partial refund is more appropriate than a full replacement.

9. Cancellation Policy

We understand that plans can change, and we will do our best to accommodate cancellation requests. However, due to the nature of freshly prepared food, our cancellation window is limited:

9.1 Online Orders

• Within 5 minutes of placing your order: Full refund issued — your order has likely not yet entered the preparation stage.
• After 5 minutes but before preparation begins: Cancellation may still be possible at our discretion. Contact us immediately at [email protected].
• After preparation has begun: Cancellation is generally not possible. No refund will be issued once food preparation has commenced.
• After dispatch (delivery orders): Cancellation is not possible once the order has been picked up by a delivery driver.

9.2 Catering or Advance Orders

For large catering orders or orders placed in advance for a specific date and time, the following cancellation terms apply:

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, you have the right to escalate your concern through the following process:

10.1 Internal Escalation

Contact our customer support team at [email protected] and request that your case be escalated to a senior manager for review. Please include your original case or ticket reference number. We commit to responding to escalated disputes 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 or debit card issuer if you believe you have been billed incorrectly or if we have failed to deliver services as promised. We encourage you to attempt to resolve the issue with us directly before initiating a chargeback. Chargebacks initiated without prior communication with our team may result in the suspension of your account.

10.3 Consumer Protection Resources

Customers in the United States may also contact the following agencies for consumer protection assistance:

• Federal Trade Commission (FTC): reportfraud.ftc.gov
• Better Business Bureau (BBB): www.bbb.org
• Your state's Attorney General consumer protection office.

10.4 Governing Law

This Refund Policy is governed by the laws of the United States of America. Any unresolved disputes shall be subject to the applicable federal and state consumer protection laws, including the Federal Trade Commission Act and relevant state-level regulations. For customers in California, additional rights may be available under the California Consumer Privacy Act (CCPA/CPRA) and the California Consumer Legal Remedies Act.

11. Store Credit

In some cases, Pizza Luce may offer store credit as a resolution. Store credit:

• Is applied directly to your Pizza Luce account and can be used on future orders through pizzaluce-eat.digital.
• Is valid for 12 months from the date of issue.
• Is non-transferable and has no cash value.
• Cannot be combined with other promotional discounts unless otherwise specified.

12. Food Safety and Health Concerns

If you believe you have experienced a foodborne illness or a serious health issue related to food purchased from Pizza Luce, please contact us immediately. We take food safety extremely seriously and will conduct a thorough internal investigation. In the event of a confirmed food safety issue:

• A full refund will be issued without question.
• We may request medical documentation or additional information to assist in our investigation.
• We may report the issue to the relevant local health authorities as required by law.

13. Contact Information for Refund Requests

For all refund requests, questions, or concerns related to this policy, please reach out to our customer support team using the contact details below:

Our customer support team is available to assist you and will respond to all inquiries as promptly as possible during normal business hours. We aim to acknowledge all refund requests within 1–2 business days and resolve them within 5–7 business days of receipt.