Refund Policy

At Pizza Luce, we are committed to delivering fresh, high-quality food and an exceptional dining experience to every customer. We understand that situations arise where a refund or replacement may be necessary, and we want to make that process as straightforward and fair as possible. Please read this Refund Policy carefully to understand your rights and our obligations when it comes to refunds, cancellations, and exchanges.

1. Overview

This Refund Policy applies to all orders placed through our website at luces-pizz.rest, by phone, or in person at our establishment. By placing an order with Pizza Luce, 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 on this page with a revised effective date.

Pizza Luce operates in the United States and complies with applicable federal and state consumer protection laws, including regulations enforced by the Federal Trade Commission (FTC) under the FTC Act. We are dedicated to honest, fair, and transparent business practices.

2. Eligibility Conditions for Refunds

We want every customer to be satisfied with their order. Refunds may be issued under the following circumstances:

• Incorrect Order: You received an item that is different from what you ordered (wrong toppings, wrong size, wrong item entirely).
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food you received was undercooked, overcooked, spoiled, or otherwise not meeting reasonable quality standards.
• Allergen Concerns: An ingredient was included in your order that you specifically requested to be excluded due to dietary restrictions or allergies, and this was clearly communicated at the time of ordering.
• Delivery Failure: Your order was never delivered despite a confirmed delivery order and payment.
• Duplicate Charges: You were charged more than once for the same order due to a technical or payment processing error.

Refund eligibility is subject to review and verification by our team. We may request photographic evidence or other documentation to support your claim. Our goal is to resolve all legitimate complaints quickly and fairly.

3. Timeframes for Refund Requests

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

Requests submitted outside these timeframes may not be eligible for a refund. We encourage customers to review their orders promptly upon receipt and contact us immediately if there is a problem. Late submissions will be reviewed on a case-by-case basis at the sole discretion of Pizza Luce management.

4. Non-Refundable Items and Services

The following items and situations are generally not eligible for refunds:

• Change of Mind: Refunds will not be issued simply because you changed your mind about an order after it has been prepared or delivered.
• Partially Consumed Orders: If a significant portion of the food has been eaten, a full refund will not be granted. Partial refunds may be considered (see Section 7).
• Orders Customized Per Request: Specially customized items that were prepared exactly as requested are not eligible for refunds unless there is a quality defect.
• Delivery Fees: Delivery fees are non-refundable once a delivery driver has been dispatched, unless the delivery was not completed due to our error.
• Tips and Gratuities: Tips paid to drivers or staff are non-refundable.
• Promotional or Discounted Items: Items purchased at a promotional price or through a special deal may have limited refund eligibility as specified at the time of the promotion.
• Gift Cards and Store Credits: Once issued, gift cards and store credits cannot be refunded for cash unless required by applicable law.

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

To request a refund, please follow these steps carefully to ensure a smooth and efficient process:

1. Step 1 – Gather Your Information: Before reaching out, have the following ready:
   • Your order number or confirmation email
   • The date and time of your order
   • A description of the issue
   • Photographic evidence (if applicable, especially for quality or incorrect order complaints)
   • Your preferred method of refund (original payment method or store credit)
2. Step 2 – Contact Us: Reach out to our customer support team via one of the following methods:
   • Email: [email protected]
   • Website: luces-pizz.rest
3. Step 3 – Submit Your Claim: Clearly describe the issue in your message, including all relevant information gathered in Step 1. Attach any photos or documentation to support your claim.
4. Step 4 – Await Confirmation: Our team will acknowledge receipt of your refund request within 1–2 business days. We may follow up with additional questions or request further documentation.
5. Step 5 – Resolution: Once your claim has been reviewed and approved, we will notify you of the refund decision and initiate the refund process as described in Section 6.

6. Refund Processing Times by Payment Method

Once a refund has been approved by our team, processing times vary depending on your original payment method:

Please note that while we initiate refunds promptly upon approval, actual processing times may vary depending on your financial institution or payment processor. Pizza Luce is not responsible for delays caused by third-party payment processors or banks. If you have not received your refund within the estimated timeframe, please check with your bank or card issuer before contacting us.

7. Partial Refunds

In certain situations, a partial refund may be issued rather than a full refund. Partial refunds may be applicable under the following conditions:

• Only a portion of your order was incorrect or of poor quality, while the rest of the order was satisfactory.
• The order was partially consumed before the issue was identified.
• A minor discrepancy exists (such as a slightly different topping placement) that does not warrant a full refund but still represents an error on our part.
• The delivery was significantly delayed but was eventually completed.

The amount of a partial refund will be determined at the discretion of Pizza Luce management based on the nature and extent of the issue. We will always communicate the refund amount to you before processing.

8. Exchange Policy

Pizza Luce offers order replacements in lieu of refunds in certain circumstances. If your order was incorrect or did not meet quality standards, we may offer to prepare and deliver a replacement order at no additional cost, subject to the following conditions:

• The replacement request must be made within 2 hours of receiving the original order.
• Replacements are subject to availability and operating hours. If we are unable to fulfill a replacement (e.g., the restaurant is closing), a refund will be issued instead.
• Replacements are only offered for the specific item(s) that were incorrect or unsatisfactory — not for the entire order unless the entire order was affected.
• Replacement orders are dispatched as quickly as possible, but delivery times may apply depending on your location and current order volume.

If you prefer a refund over a replacement, please let our team know when submitting your request, and we will process a monetary refund or store credit instead.

9. Cancellation Policy

We understand that plans change. Below are our guidelines for order cancellations:

9.1 Online and Phone Orders

• Cancellation within 5 minutes of placing the order: Full refund issued with no penalty, provided the order has not yet entered preparation.
• Cancellation after preparation has begun: Cancellations may not be accepted once our kitchen staff have begun preparing your order. In this case, a partial refund or store credit may be offered at our discretion.
• Cancellation after dispatch (delivery orders): If your delivery order has already been dispatched, cancellation is not possible. Please contact us upon receipt if there is an issue with your order.

9.2 In-Store Orders

In-store orders that have been placed with a staff member and entered into our system cannot be cancelled once preparation has begun. If you need to cancel an in-store order, please notify our staff immediately after placing the order.

9.3 Catering and Large Group Orders

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

• Cancellation more than 48 hours before the scheduled pickup or delivery: Full refund.
• Cancellation between 24 and 48 hours before the scheduled time: 50% refund or store credit for the full amount.
• Cancellation less than 24 hours before the scheduled time: No refund; store credit may be considered at management's discretion.

10. Dispute Resolution Process

If you are not satisfied with the resolution provided by our customer support team, you have several options to escalate your concern:

10.1 Internal Escalation

You may request that your complaint be escalated to a senior manager or the owner of Pizza Luce. Please indicate in your communication that you wish to escalate the matter, and we will arrange for a more senior team member to review your case within 3–5 business days.

10.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute unauthorized or unresolved charges with your credit card issuer or bank. Before initiating a chargeback, we strongly encourage you to contact us directly to attempt resolution. Chargebacks initiated without prior contact may affect your ability to place future orders with Pizza Luce.

10.3 Consumer Protection Agencies

If you believe your consumer rights have been violated, you may file a complaint with the following agencies:

• Federal Trade Commission (FTC): www.ftc.gov – for deceptive or unfair business practices.
• Better Business Bureau (BBB): www.bbb.org – for business complaints and mediation.
• Your state's Attorney General office for consumer protection-related complaints.

10.4 Alternative Dispute Resolution

For disputes that cannot be resolved through internal channels, both parties agree to attempt good-faith mediation before pursuing any formal legal action. Details of mediation proceedings can be discussed by contacting us directly.

11. Contact Information for Refund Requests

For all refund-related inquiries, cancellation requests, or complaints, please contact Pizza Luce using the information below. Our team is available to assist you and strives to respond to all inquiries within 1–2 business days.

When contacting us, please include your order number, the nature of your complaint, and any supporting documentation (such as photos) to help us process your request as efficiently as possible.

12. Policy Updates

Pizza Luce reserves the right to modify this Refund Policy at any time to reflect changes in our business practices, legal requirements, or customer feedback. Any updates will be posted on this page with a revised effective date. We encourage you to review this policy periodically to stay informed of any changes. Continued use of our services after changes have been posted constitutes your acceptance of the updated policy.