Refund Policy

Effective Date: April 8, 2026 | Last Updated: April 8, 2026

1. Introduction

At Pizza Luce, we are committed to providing our customers with the highest quality food and dining experience. We understand that there are occasions when an order may not meet your expectations, and we want to ensure that any concerns are handled fairly, promptly, and professionally.

This Refund Policy governs all purchases made through our website lucespizza.top, by phone, or in-person at our location. It outlines the conditions under which refunds, partial refunds, exchanges, and cancellations may be granted. This policy is governed by applicable consumer protection laws in the United States, including relevant state regulations and the Federal Trade Commission (FTC) Act.

We encourage all customers to review this policy before placing an order. If you have any questions or concerns, please do not hesitate to contact us at [email protected] before completing your purchase.

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 one or more of the conditions listed below:

• Incorrect Order: You received an item that is different from what you ordered (e.g., wrong toppings, wrong size, wrong crust type).
• Missing Items: One or more items from your order were missing upon delivery or pickup.
• Food Quality Issues: The food you received was significantly below quality standards — for example, undercooked, overcooked, spoiled, or otherwise inedible.
• Allergic Reactions Due to Our Error: If you clearly specified an allergen requirement and we failed to accommodate it, resulting in a food safety issue.
• Duplicate Charges: You were charged more than once for the same order due to a technical or processing error.
• Order Not Delivered: Your delivery order was confirmed but never arrived within a reasonable time window.
• Order Cancellation Before Preparation: You cancelled your order before it entered preparation (see Section 8 for full cancellation policy).

Refund eligibility is determined on a case-by-case basis. Pizza Luce reserves the right to request supporting evidence, such as photographs of the food received, before processing a refund.

3. Timeframes for Refund Requests

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

Refund requests submitted outside of these timeframes may not be honored. We strongly encourage customers to inspect their orders immediately upon receipt. Late submissions will be evaluated at our sole discretion.

4. Non-Refundable Items and Services

Not all purchases are eligible for a refund. The following items and situations are generally non-refundable:

• Customized Orders: Food items that were made according to specific customer customization requests (e.g., special toppings, specific sauces) and were prepared as requested are non-refundable unless a quality issue is present.
• Consumed Orders: Items that have been substantially consumed cannot be refunded on the basis of dissatisfaction alone.
• Delivery Fees: Delivery charges are non-refundable unless the order was never delivered.
• Tips and Gratuity: Any tips or gratuity paid are non-refundable.
• Promotional or Discounted Items: Items purchased using certain limited-time promotional discounts may not be eligible for refund — this will be clearly communicated at the time of the promotion.
• Change of Mind: Refunds are not provided simply because a customer changed their mind after the order was placed and food preparation began.
• Third-Party Delivery Platform Orders: Orders placed through third-party delivery platforms (such as DoorDash, Uber Eats, Grubhub, etc.) are subject to those platforms' own refund policies. Pizza Luce cannot process refunds for these transactions directly.

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:

1. Step 1 — Contact Us Promptly: Reach out to our team as soon as possible after identifying the issue. You can contact us via email at [email protected] or by visiting our website at lucespizza.top.
2. Step 2 — Provide Your Order Details: Include your full name, order number or confirmation number, date and time of the order, and the item(s) in question.
3. Step 3 — Describe the Issue: Clearly explain the nature of your complaint. Be as specific as possible — describe what was wrong, how it differed from your expectations or your original order, and the impact it had.
4. Step 4 — Submit Supporting Evidence: Where possible, attach photographs of the food, receipt, packaging, or any other relevant documentation to support your claim. This significantly speeds up the review process.
5. Step 5 — Wait for Our Response: Our customer service team will review your request and respond within 1–3 business days. We may reach out for additional information if necessary.
6. Step 6 — Refund Decision: Once your request has been reviewed and approved, you will be notified of the refund decision. If approved, the refund will be processed using the original payment method.

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 original payment method:

Please note that processing times may vary depending on your financial institution. Pizza Luce is not responsible for delays caused by banks or payment processors once the refund has been initiated on our end. If you have not received your refund after the estimated timeframe, please first check with your bank before contacting us.

7. Partial Refunds

In certain situations, only a partial refund may be granted. This may occur in the following circumstances:

• Only one or a few items in a multi-item order were found to be incorrect or defective.
• The food quality issue affected only part of the order (e.g., one pizza out of two was undercooked).
• A portion of the food was consumed before the issue was identified, and only part of the order remains.
• A discount, promotional credit, or coupon was applied to the order, meaning the full paid amount may be refunded but not the total retail value.

Partial refund amounts will be calculated based on the proportional cost of the affected item(s) relative to the total order. Our team will communicate the partial refund amount to you clearly before processing.

8. Cancellation Policy

We understand that plans change, and we will accommodate order cancellations to the best of our ability. Please review the following cancellation terms:

8.1 Online and Phone Orders

• Before Preparation Begins: If you cancel your order before it has entered the preparation stage, you are entitled to a full refund of the amount paid.
• During Preparation: Once food preparation has begun, cancellations may not be accepted. If a cancellation is accepted at this stage, a partial refund may be issued at our discretion, minus any preparation costs already incurred.
• After Dispatch for Delivery: Orders that have already been dispatched for delivery cannot be cancelled. No refund will be issued in this case.

8.2 In-Store Orders

In-store orders that have been submitted to the kitchen cannot be cancelled or refunded unless a genuine quality or accuracy issue is identified with the completed order.

8.3 Scheduled and Advance Orders

Orders scheduled for a future date or time may be cancelled without penalty up to 2 hours before the scheduled pickup or delivery time. Cancellations within 2 hours of the scheduled time will be reviewed on a case-by-case basis.

9. Exchange Policy

In lieu of a monetary refund, Pizza Luce may offer to replace or exchange an unsatisfactory item in certain circumstances. Exchanges are subject to the following conditions:

• The exchange request must be submitted within the applicable timeframe (see Section 3).
• The replacement item must be of equal or lesser value than the original item ordered.
• Exchanges are only available for items that can be re-prepared (i.e., we can make you a fresh version of what you ordered).
• Exchanges are not available for third-party delivery platform orders.
• For delivery orders, an exchange may require you to arrange for pickup of the replacement item, or an additional delivery fee may apply.

We will always strive to make things right. If you prefer a replacement item over a refund, simply let us know when you contact us about your issue.

10. Dispute Resolution Process

If you are not satisfied with the resolution provided by our customer service team, Pizza Luce offers the following dispute resolution process:

10.1 Internal Escalation

You may request that your complaint be escalated to a senior manager or supervisor. To do so, simply indicate this in your email to [email protected]. Escalated complaints will be reviewed within 5 business days.

10.2 Mediation

If an internal resolution cannot be reached, either party may suggest mediation through a neutral third-party mediator. The costs of mediation shall be shared equally unless otherwise agreed.

10.3 Consumer Protection Agencies

Customers in the United States have the right to file complaints with relevant consumer protection agencies, including:

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

10.4 Chargebacks

While customers always retain the right to initiate a chargeback through their financial institution, we kindly ask that you first attempt to resolve the issue directly with us. We are committed to working with you to find a fair resolution, and most issues can be resolved quickly without the need for a chargeback.

10.5 Governing Law

This Refund Policy and any disputes arising from it shall be governed by the laws of the United States and the applicable laws of the state in which Pizza Luce operates. Any legal proceedings shall be conducted in the appropriate jurisdiction.

11. Customer Responsibilities

To facilitate a smooth refund process, we ask that our customers:

• Review their order confirmation carefully before submitting to ensure accuracy.
• Inspect their food upon receipt and report any issues promptly within the applicable timeframe.
• Provide accurate and honest information when submitting a refund request.
• Retain any relevant documentation such as receipts, confirmation emails, and photographs.
• Contact us through official channels only (email, website, or phone) for all refund-related inquiries.

12. Changes to This Policy

Pizza Luce reserves the right to update or modify this Refund Policy at any time without prior notice. Changes will be effective immediately upon posting to our website at lucespizza.top. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage customers to review this policy periodically to stay informed of any changes.

Your continued use of our services following any policy update constitutes your acceptance of the revised terms.

13. Contact Information for Refund Requests

For all refund-related inquiries, please contact our customer support team using the information provided below. We aim to respond to all inquiries within 1–3 business days.