Refund Policy

At Pizza Luce, we are committed to delivering a satisfying dining and ordering experience to every customer. We understand that issues can occasionally arise with food orders, and we want to make sure you feel confident when placing an order through our platform at pizzaluce-meal.digital. This Refund Policy outlines your rights and our obligations when it comes to refunds, cancellations, exchanges, and dispute resolution. Please read this document carefully before placing an order.

1. Overview

This Refund Policy applies to all food orders, meal packages, catering requests, and any other purchases made through our website pizzaluce-meal.digital or any associated mobile platforms. By placing an order with Pizza Luce, you agree to the terms outlined in this policy. This policy is governed by applicable United States consumer protection laws, including guidelines established by the Federal Trade Commission (FTC), and, where applicable, state-level consumer protection statutes.

2. Eligibility Conditions for Refunds

We want every order to meet your expectations. Refunds may be issued under the following circumstances:

• Incorrect Order: You received items that do not match what you ordered (e.g., wrong toppings, wrong size, wrong item).
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Poor Food Quality: The food delivered was undercooked, spoiled, or otherwise unfit for consumption at the time of delivery.
• Damaged Packaging: The order arrived in a condition that made it unsafe or unsatisfactory to consume due to packaging failure.
• Duplicate Charges: You were charged more than once for the same order due to a technical or processing error.
• Order Never Delivered: Your order was confirmed but never arrived and was not picked up by you.
• Significant Delivery Delay: Your order arrived more than 60 minutes beyond the estimated delivery time without prior notice.

Refund eligibility is assessed on a case-by-case basis. Pizza Luce reserves the right to request supporting evidence, such as photographs or a description of the issue, before approving a refund.

3. Timeframes for Refund Requests

To ensure a smooth resolution process, refund requests must be submitted within the following timeframes:

Requests submitted after these deadlines will be reviewed at our discretion, and we cannot guarantee a refund for late submissions.

4. Non-Refundable Items and Services

Certain items and situations are not eligible for refunds under this policy:

• Orders that have been fully consumed or partially eaten beyond a reasonable evaluation period.
• Customized or specially prepared items where the customer provided incorrect information during ordering.
• Delivery fees are generally non-refundable unless the order was never delivered.
• Service fees or platform convenience charges, except in cases of duplicate billing.
• Promotional, discounted, or free items received as part of a deal or loyalty reward.
• Gift cards and prepaid meal credits once they have been redeemed or used.
• Orders where the customer was unavailable to receive the delivery and the item was left at the door per their instruction.
• Refunds will not be issued for dissatisfaction based solely on personal taste preferences, where the order was prepared correctly as requested.

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

Requesting a refund with Pizza Luce is straightforward. Please follow these steps to initiate a refund:

1. Step 1 – Gather Your Order Information: Locate your order confirmation number, the date and time of your order, and the items you purchased. This information can be found in the confirmation email sent to the address used during checkout.
2. Step 2 – Document the Issue: If applicable, take clear photographs of the incorrect, missing, or damaged items. Written descriptions are also helpful and may be required.
3. Step 3 – Contact Us: Reach out to our customer support team using one of the contact methods listed in Section 10 of this policy. Provide your order number, a description of the issue, and any supporting photos.
4. Step 4 – Wait for Review: Our team will review your request within 2 business days. We may follow up with additional questions or requests for information.
5. Step 5 – Receive a Decision: You will be notified of our decision via email. If approved, we will outline the refund amount and method.
6. Step 6 – Refund Processed: Approved refunds will be processed according to the timeframes listed in Section 7 of this policy.

6. Cancellation Policy

We begin preparing your food order shortly after it is placed. As a result, cancellation windows are limited:

Standard Delivery and Pickup Orders

• Cancellations may be made within 5 minutes of placing your order, provided that preparation has not yet begun.
• Once food preparation has started, cancellations will not be accepted and no refund will be issued.
• To cancel an order, please call us immediately or use the cancellation option in your order confirmation email if available.

Catering and Bulk Orders

• Catering orders may be cancelled with a full refund if cancellation is made at least 72 hours before the scheduled delivery or event time.
• Cancellations made between 24 and 72 hours before the scheduled time will receive a 50% refund.
• Cancellations made less than 24 hours before the scheduled time are non-refundable.

Pre-Scheduled Orders

• Orders placed in advance may be cancelled up to 2 hours before the scheduled preparation time for a full refund.

7. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to reflect in your account depends on your original payment method:

Please note that while we process refunds promptly on our end, your financial institution or payment provider may have their own processing timelines that are outside our control.

8. Partial Refunds

In some situations, a partial refund may be more appropriate than a full refund. Partial refunds may be granted under the following conditions:

• Only a portion of your order was incorrect or missing.
• The delivery was significantly delayed, but the food was still received and consumed.
• An item substitution was made by our kitchen without prior notification, and you are dissatisfied with the substitution.
• The food quality was partially compromised (e.g., one item of a multi-item order was unsatisfactory).
• A promotional code or discount was not correctly applied to your order.

The amount of a partial refund will be determined based on the value of the affected items relative to the total order cost, at Pizza Luce's discretion.

9. Exchange Policy

Due to the perishable and time-sensitive nature of food products, traditional exchanges are not always possible. However, Pizza Luce will make reasonable efforts to provide a satisfactory resolution:

• Replacement Items: If an incorrect item was delivered and you are within a reasonable distance, we may offer to send the correct item as a replacement, subject to availability and delivery logistics.
• Store Credit: In lieu of a cash refund or replacement, we may offer store credit equivalent to the value of the affected item(s), which can be applied to your next order at pizzaluce-meal.digital.
• Reorder Discount: In certain cases, we may offer a discount coupon on your next order as a gesture of goodwill for the inconvenience caused.

Exchanges or replacements are offered at the sole discretion of Pizza Luce and are subject to availability and operational feasibility at the time of the request.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, you have the right to escalate the matter. Pizza Luce is committed to resolving all disputes fairly and in accordance with applicable United States law, including the FTC Act and relevant state consumer protection statutes.

Step 1 – Internal Escalation

If your initial refund request was denied or you are dissatisfied with the resolution offered, please contact our management team directly by email at [email protected] with the subject line: "Refund Dispute – [Your Order Number]". Our management team will review your case independently and respond within 5 business days.

Step 2 – Mediation

If internal escalation does not resolve the matter to your satisfaction, both parties agree to attempt resolution through a neutral third-party mediation service before pursuing legal action. Mediation costs shall be shared equally unless otherwise agreed.

Step 3 – Legal Remedies

Should mediation fail, either party may pursue legal remedies available under applicable United States law. Disputes shall be governed by the laws of the state in which Pizza Luce operates, and any legal proceedings shall be conducted in the appropriate jurisdiction. Nothing in this policy limits your rights as a consumer under federal or state law.

Chargebacks

If you initiate a chargeback through your payment provider, Pizza Luce reserves the right to dispute the chargeback and provide evidence of the transaction and our refund decision. We encourage you to contact us first before initiating a chargeback, as we are usually able to resolve issues more quickly through direct communication.

11. Consumer Rights Under U.S. Law

Pizza Luce operates in full compliance with applicable United States consumer protection laws. As a customer, you have certain rights that cannot be waived by this policy:

• The right to receive food products that are safe, fit for consumption, and as described at the time of purchase.
• The right to accurate billing and transparent pricing, in accordance with FTC guidelines on deceptive practices.
• The right to dispute unauthorized or fraudulent charges with your payment provider under the Fair Credit Billing Act (FCBA).
• Depending on your state of residence, additional consumer protection rights may apply. Customers in California, for example, benefit from additional protections under the California Consumer Protection Act and related statutes.

12. Amendments to This Policy

Pizza Luce reserves the right to update or modify this Refund Policy at any time. Changes will be posted on our website at pizzaluce-meal.digital with an updated effective date. Your continued use of our website or placement of an order after any changes are posted constitutes your acceptance of the revised policy. We recommend reviewing this page periodically to stay informed of any updates.

13. Contact Information for Refund Requests

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

When contacting us, please provide the following information to help us process your request efficiently:

• Your full name and contact information
• Order confirmation number
• Date and time of the order
• A clear description of the issue
• Photographs or documentation if applicable
• Your preferred resolution (refund, replacement, or store credit)