Refund Policy

Effective Date: April 2, 2026  |  Last Updated: April 2, 2026

1. Introduction

This Refund Policy applies to all orders placed through our website luces-pizza.rest, by phone, in-store, or through any third-party delivery platform affiliated with Pizza Luce. By placing an order with us, you agree to the terms outlined in this policy. We encourage you to review your order carefully before completing your purchase, as food items are perishable and subject to specific refund conditions.

This policy is governed by applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act and relevant state regulations. We aim to handle all refund requests fairly, promptly, and transparently.

2. Eligibility Conditions for Refunds

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

• Wrong Order Delivered: You received an item that is different from what you ordered.
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food received was of unacceptable quality, such as being undercooked, significantly overcooked, or otherwise not meeting reasonable food safety standards.
• Food Safety Concerns: There is a legitimate concern that the food may have caused illness or contained foreign objects.
• Order Not Delivered: A delivery order was never received and cannot be confirmed as delivered by our records or the delivery partner.
• Duplicate Charges: You were charged more than once for the same order due to a technical error.
• Significant Delay: Your order arrived significantly later than the estimated time to the degree that the food was no longer suitable for consumption.

3. Timeframes for Refund Requests

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

Requests submitted outside of these timeframes may not be eligible for a refund. We strongly encourage customers to inspect their orders upon receipt and contact us immediately if there is a problem.

4. Non-Refundable Items and Services

The following are generally not eligible for refunds:

• Orders where the customer simply changed their mind after the order was prepared or delivered.
• Food items that were consumed (partially or fully) without a legitimate quality or safety complaint.
• Customization errors that resulted from incorrect information provided by the customer at the time of ordering (e.g., incorrect toppings selected online).
• Delivery fees paid to third-party delivery platforms (these must be disputed directly with the respective platform).
• Promotional items, freebies, or complimentary add-ons included with an order.
• Gift cards or promotional vouchers once redeemed.
• Orders placed using third-party apps (e.g., DoorDash, Uber Eats, Grubhub) — these must be addressed through the respective platform's refund policy.
• Catering or large event orders cancelled less than 24 hours before the scheduled time (see Cancellation Policy below).

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

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

1. Contact Us Promptly: Reach out to our customer service team as soon as possible after identifying the issue. You can contact us via:
   • Email: [email protected]
   • Website: luces-pizza.rest
2. Provide Order Details: Have the following information ready when you contact us:
   • Your full name
   • Order number or confirmation number
   • Date and time of the order
   • Method of ordering (online, phone, in-store, delivery app)
   • Description of the issue
3. Submit Evidence (If Required): For quality-related complaints, we may request that you send a clear photo of the item(s) in question. This helps us investigate the issue and improve our processes.
4. Await Review: Our team will review your request within 1–3 business days and determine whether a refund, replacement, or store credit is appropriate.
5. Receive Resolution: Once a decision is made, we will notify you by email or phone with the outcome. If approved, you will be informed of the refund amount and method.

6. Refund Processing Times by Payment Method

Once a refund has been approved, processing times vary depending on the payment method used:

Please note that while we process refunds promptly on our end, your bank or payment provider may take additional time to reflect the credit in your account. Pizza Luce is not responsible for delays caused by third-party financial institutions.

7. Partial Refunds

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

• Only a portion of your order had an issue (e.g., one item was incorrect out of a multi-item order).
• The food was partially consumed before the quality issue was identified.
• A discount or coupon was applied to the original order, and the refund reflects the actual amount paid for the affected item.
• The complaint does not fully warrant a complete refund based on our review of the evidence.
• A catering order is partially cancelled with less than 48 hours' notice.

The amount of any partial refund will be communicated to you clearly before it is processed. You have the right to request a review if you disagree with a partial refund determination.

8. Replacement and Exchange Policy

In many cases, particularly for in-person or local delivery orders, Pizza Luce may offer a replacement rather than a monetary refund. This may be the preferred resolution in the following situations:

• Wrong item was delivered — we will remake and deliver the correct item at no additional charge.
• Item was missing from your order — we will deliver the missing item as soon as reasonably possible.
• Food quality issue — we will prepare a fresh replacement item upon your request.

If you prefer a monetary refund over a replacement, please specify this when contacting our team. We will do our best to accommodate your preference, though replacements may be offered as a primary solution for local orders where delivery time allows.

We do not offer exchanges on food items once they have been prepared and delivered due to food safety regulations. However, if an error was made on our part (wrong size, wrong crust, incorrect toppings applied by our team), a replacement will be arranged.

9. Cancellation Policy

We understand that plans change. Here is our cancellation policy for various order types:

9.1 Standard Orders (Delivery and Pickup)

You may cancel a standard delivery or pickup order within 5 minutes of placing it, provided that food preparation has not yet begun. Because our kitchen begins processing orders immediately, cancellations after this window may not be possible or may result in a partial refund only.

• Cancellation within 5 minutes of order placement: Full refund
• Cancellation after 5 minutes but before preparation is complete: Partial refund or store credit (at management's discretion)
• Cancellation after food has been prepared: No refund

9.2 Catering and Large Group Orders

For catering orders or orders for large groups (typically 10 or more people), the following cancellation terms apply:

• Cancellation more than 72 hours before the scheduled event: Full refund
• Cancellation between 24 and 72 hours before the event: 50% refund or full store credit
• Cancellation less than 24 hours before the event: No refund (ingredients and preparation costs have been incurred)

If you need to cancel a catering order, please contact us as soon as possible at [email protected] so we can work with you to find the best solution.

9.3 Pre-Orders and Scheduled Orders

Pre-orders or scheduled orders may be cancelled up to 2 hours before the scheduled preparation time for a full refund. Cancellations made less than 2 hours before the scheduled time will be handled on a case-by-case basis.

10. Dispute Resolution Process

If you are not satisfied with the resolution provided by our customer service team, you have the following options for escalation:

10.1 Internal Escalation

You may request that your complaint be escalated to a senior manager by contacting us via email at [email protected] with the subject line "Refund Dispute Escalation." A senior team member will review your case and respond within 3–5 business days.

10.2 Chargeback Rights

Under United States consumer protection laws and the Fair Credit Billing Act (FCBA), you have the right to dispute unauthorized or incorrect charges with your credit card issuer. If you believe you have been charged incorrectly and we have been unable to resolve the matter, you may contact your bank or credit card company to initiate a chargeback. We encourage customers to attempt resolution with us first, as chargebacks can extend the timeline for resolution.

10.3 Consumer Protection Agencies

If you feel your complaint has not been adequately addressed, you may contact the following organizations:

• Federal Trade Commission (FTC): www.ftc.gov — for general consumer protection issues.
• Better Business Bureau (BBB): www.bbb.org — to file a business complaint.
• Your State Attorney General's office for state-specific consumer protection concerns.

10.4 Informal Mediation

Before pursuing formal legal action, both parties agree to attempt to resolve any dispute through informal negotiation or mediation. Pizza Luce is committed to finding a fair and reasonable solution to every legitimate customer concern.

11. Fraud Prevention

Pizza Luce monitors refund requests for patterns of abuse or fraudulent activity. We reserve the right to decline refund requests from accounts that show a history of excessive or unfounded claims. Fraudulent activity may result in account suspension and, where appropriate, reporting to relevant authorities.

12. Policy Updates

Pizza Luce reserves the right to update or modify this Refund Policy at any time. Changes will be posted to our website at luces-pizza.rest with an updated effective date. Continued use of our services after changes are posted constitutes your acceptance of the revised policy. We recommend checking this page periodically for any updates.

13. Contact Information for Refund Requests

For all refund requests, cancellations, or related inquiries, please contact our customer support team using the details below: