Refund Policy

At Pizza Luce, we are committed to delivering high-quality food and an exceptional customer experience with every order. We understand that sometimes things do not go as planned, and we want to make sure you feel confident ordering from us. This Refund Policy explains your rights and our obligations regarding refunds, cancellations, exchanges, and dispute resolution for orders placed through our website at pizzaluce-delivery.rest or any affiliated ordering channels.

Please read this policy carefully before placing your order. By completing a purchase with Pizza Luce, you agree to the terms set forth in this Refund Policy. If you have any questions, our customer service team is always ready to assist you.

1. Our Commitment to You

Pizza Luce takes great pride in the quality of every item we prepare. Our team works diligently to ensure that your food is fresh, correctly prepared, and delivered or made available for pickup in the best possible condition. However, we acknowledge that mistakes can happen, and when they do, we are committed to making things right in a fair and timely manner.

This policy is governed by applicable United States federal and state consumer protection laws, including guidelines established by the Federal Trade Commission (FTC) Act. We adhere to all relevant regulations to ensure transparent and honest business practices.

2. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund if one or more of the following conditions apply to your order:

• Incorrect Order: You received items that are different from what you ordered (e.g., wrong pizza toppings, wrong size, wrong menu item).
• Missing Items: One or more items from your order were not delivered or included in your pickup order.
• Food Quality Issues: The food you received was undercooked, overcooked, spoiled, contaminated, or otherwise not fit for consumption at the time of delivery or pickup.
• Significant Delay: Your delivery order arrived significantly later than the estimated delivery time provided at checkout, rendering the food unsuitable (e.g., completely cold and inedible).
• Order Not Delivered: Your order was confirmed but never delivered to the address you provided, and there is no evidence of delivery.
• Double Charge / Billing Error: You were charged more than once for the same order or charged an incorrect amount due to a technical or administrative error on our part.
• Allergen or Dietary Error: Your order was prepared in a way that did not comply with specific allergen or dietary instructions you clearly communicated at the time of ordering (subject to our disclaimer on cross-contamination).

3. Timeframes for Refund Requests

To ensure the validity and accuracy of your refund request, please adhere to the following timeframes:

Refund requests submitted outside of these timeframes may not be accepted. Pizza Luce strongly encourages customers to inspect their orders upon receipt and contact us immediately if there is an issue.

4. Non-Refundable Items and Situations

The following circumstances are generally not eligible for a refund:

• Orders that have been partially or fully consumed, unless there is a documented quality or safety issue.
• Dissatisfaction based solely on personal taste or preference when the order was prepared correctly.
• Changes of mind after the order has been confirmed and preparation has begun.
• Delivery delays caused by factors beyond our control, including severe weather, traffic accidents, natural disasters, or third-party delivery platform failures.
• Incorrect delivery addresses provided by the customer at the time of ordering.
• Promotional or discounted items purchased as part of a limited-time offer, unless a verifiable quality or accuracy issue exists.
• Delivery fees, service fees, or platform fees charged by third-party delivery services (these must be disputed directly with the respective platform).
• Requests made after the stated refund request deadline has passed.
• Gift cards or store credit purchased from Pizza Luce.

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

If you believe you are eligible for a refund, please follow these steps to submit your request promptly and efficiently:

6. Refund Processing Times by Payment Method

Once a refund has been approved by Pizza Luce, the time it takes for the funds to appear in your account depends on your original payment method:

Please note that Pizza Luce processes approved refunds promptly on our end; however, delays may occur due to your financial institution's internal processing times, which are 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 circumstances:

• Only one or a few items in a larger order were affected by an error or quality issue, and the rest of the order was received correctly and in satisfactory condition.
• The food was partially consumed before the issue was discovered, but there is a verifiable quality or safety concern with the unconsumed portion.
• The delivery was significantly delayed but the food was still delivered and partially usable.
• A promotional discount, coupon, or store credit was applied to the original order, in which case the refund will reflect the actual amount paid.

The determination of whether a partial or full refund is appropriate rests with Pizza Luce's customer service management and will be communicated clearly to the customer upon resolution of the request.

8. Exchange Policy

In many cases, especially for delivery orders, we recognize that a replacement order or food exchange may be a faster and more satisfactory resolution than a monetary refund. Pizza Luce is happy to offer a replacement for the following scenarios:

• Incorrect items were delivered and the correct items are still available and can be re-prepared and sent promptly.
• Missing items can be dispatched as a supplementary delivery or made available for pickup.
• A quality issue is identified with a specific item and a fresh replacement can be prepared within a reasonable timeframe.

Exchanges or replacements are subject to availability and operating hours. If a replacement is not feasible due to time constraints, kitchen closure, or ingredient unavailability, a monetary refund or store credit will be offered instead. Please contact our customer service team to discuss the best available option.

9. Cancellation Policy

We understand that plans can change. Please review our cancellation terms carefully:

9.1 Online and Phone Orders

• Within 5 minutes of placing your order: You may cancel your order for a full refund, provided that preparation has not yet begun. Contact us immediately via email at [email protected].
• After 5 minutes or once preparation has begun: Orders cannot be cancelled once our kitchen team has begun preparing your food. In this case, no refund will be issued for a cancellation request.
• Scheduled future orders: If you placed an order scheduled for a future time, you may cancel it up to 30 minutes before the scheduled preparation time for a full refund.

9.2 Third-Party Platform Orders

If your order was placed through a third-party delivery platform (such as DoorDash, Uber Eats, Grubhub, or similar services), cancellation and refund requests must be submitted directly to that platform in accordance with their own cancellation and refund policies. Pizza Luce does not have direct control over transactions processed through third-party platforms.

10. Dispute Resolution Process

Pizza Luce is committed to resolving all customer concerns fairly and transparently. If you are dissatisfied with the outcome of your refund request, please follow the steps below:

10.1 Internal Review

If you believe your refund request was denied in error or the resolution offered is unsatisfactory, you may request an internal review by contacting our management team at [email protected] with the subject line "Refund Dispute — [Your Order Number]". Please provide all relevant documentation, including your original request and our response. A senior team member will review your case and respond within 3–5 business days.

10.2 Chargeback Requests

Customers have the right to initiate a chargeback through their bank or credit card provider if they believe a charge was made in error or fraudulently. However, we strongly encourage customers to contact Pizza Luce first to resolve the matter directly, as chargebacks can result in additional fees and delays. Pizza Luce will cooperate fully with any chargeback investigation and provide all relevant evidence to the financial institution.

10.3 Consumer Protection Agencies

Customers in the United States who believe their consumer rights have been violated may contact the following agencies for guidance:

• Federal Trade Commission (FTC): www.ftc.gov | 1-877-FTC-HELP (1-877-382-4357)
• Better Business Bureau (BBB): www.bbb.org
• Your State Attorney General's Office — for state-specific consumer protection complaints.

10.4 Informal Mediation

Should a dispute remain unresolved after internal review, both parties agree to attempt resolution through good-faith informal mediation before pursuing formal legal action. Written notice of any formal dispute must be sent to Pizza Luce via email at [email protected].

11. Fraudulent Refund Requests

Pizza Luce takes the integrity of our refund process seriously. Any customer found to be submitting fraudulent, misleading, or duplicate refund requests — including but not limited to false claims of missing items, misrepresentation of food quality, or manipulation of order records — will have their request denied and their account may be flagged or permanently suspended from using our services. Pizza Luce reserves the right to pursue legal remedies in cases of confirmed fraud.

12. Changes to This Refund Policy

Pizza Luce reserves the right to update, modify, or revise this Refund Policy at any time. Any changes will be reflected on this page with an updated effective date. We encourage customers to review this policy periodically to stay informed of any changes. Continued use of our website and services following any changes constitutes your acceptance of the revised policy.

13. Contact Us

If you have any questions, concerns, or wish to initiate a refund request, please do not hesitate to reach out to us. Our customer service team is here to help:

This Refund Policy was last updated on July 25, 2026. It applies to all orders placed directly through pizzaluce-delivery.rest and is subject to applicable United States federal and state consumer protection laws.