Refund Policy

At Pizza Luce, we are committed to delivering a satisfying dining experience with every order. We understand that situations may arise where a refund or adjustment is necessary. This Refund Policy outlines the terms and conditions under which refunds, exchanges, and cancellations are handled. By placing an order through our website newpizza-luce.rest or any other channel, you agree to the terms described below.

1. General Refund Philosophy

Pizza Luce takes pride in the quality and freshness of our food. Our goal is to ensure every customer receives exactly what they ordered, prepared to the highest standards. If something goes wrong — whether it is an incorrect order, a quality issue, or a missing item — we want to make it right. Our refund policy is designed to be fair, transparent, and easy to navigate for all customers.

All refund requests are evaluated on a case-by-case basis in accordance with this policy. We reserve the right to decline refund requests that do not meet the eligibility conditions outlined herein, or that appear to be fraudulent or abusive.

2. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund under the following circumstances:

• Wrong Order Delivered: You received items that differ significantly from what you ordered (e.g., wrong toppings, wrong pizza size, wrong items included).
• 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 did not meet reasonable quality standards.
• Significant Delivery Delay: Your order arrived significantly later than the estimated delivery time, causing the food to be cold or otherwise unsatisfactory.
• Duplicate Charges: You were charged more than once for the same order due to a payment processing error.
• Order Not Delivered: Your delivery order never arrived, and you were charged for it.
• Allergic Reactions Due to Incorrect Preparation: If we failed to honor a documented allergy request that was clearly stated at the time of ordering, resulting in an allergic reaction or consumption of an ingredient you specifically excluded.

3. Timeframes for Refund Requests

To ensure that refund claims can be properly investigated, all requests must be submitted within the following timeframes:

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

4. Non-Refundable Items and Services

The following items and circumstances are generally not eligible for a refund:

• Orders where the customer provided incorrect delivery information (wrong address, wrong apartment number, etc.).
• Food that has been substantially consumed before a complaint is made (more than 50% eaten).
• Changes of mind after the order has been prepared or dispatched.
• Promotional or discounted items that were clearly marked as non-refundable at the time of purchase.
• Gift cards and store credits once issued or redeemed.
• Delivery fees where the delivery was successfully completed.
• Customization requests that were honored as specified but the customer later decided they did not prefer the result.
• Slight variations in appearance of food items (e.g., cheese distribution, crust browning) that do not affect taste or safety.
• Orders affected by delays caused by events outside our reasonable control, including but not limited to severe weather, traffic incidents, or force majeure events.

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

To submit a refund request, please follow these steps carefully:

1. Step 1 – Gather Your Information: Locate your order confirmation email or receipt. Note your order number, date of order, and the specific issue you experienced.
2. Step 2 – Document the Issue (if applicable): If possible, take clear photographs of the incorrect, missing, or unsatisfactory food items. This documentation helps us process your request more efficiently.
3. Step 3 – Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: newpizza-luce.rest
4. Step 4 – Provide Details: In your message, include:
   • Your full name
   • Order number
   • Date and time of order
   • Description of the issue
   • Any supporting photos or evidence
   • Your preferred refund method (original payment method, store credit, etc.)
5. Step 5 – Await Confirmation: You will receive an acknowledgment of your request within 1 business day. Our team will review your case and respond with a decision within 3–5 business days.
6. Step 6 – Receive Your Refund: If your request is approved, the refund will be processed according to the timelines outlined in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved, please allow the following timeframes for the funds to appear:

Please note that while we process refunds promptly upon approval, the actual time for funds to appear in your account may vary depending on your bank or financial institution. Pizza Luce is not responsible for delays caused by third-party payment processors or banking institutions.

7. Partial Refunds

In certain circumstances, a partial refund may be granted rather than a full refund. Partial refunds may apply when:

• Only a portion of your order was incorrect, missing, or unsatisfactory, while the remaining items were delivered correctly and in good condition.
• The food quality issue affected only one item in a multi-item order.
• A delivery delay occurred but the food was still warm and consumable upon arrival.
• The customer partially consumed the food before identifying the issue.
• A promotional discount or coupon was applied to the original order, in which case the refund will reflect the discounted price paid.

The amount of any partial refund will be calculated based on the value of the affected item(s), including applicable taxes. Partial refunds are at the discretion of Pizza Luce management and will be communicated clearly to the customer prior to processing.

8. Exchange Policy

In many cases, Pizza Luce prefers to resolve issues through a replacement or exchange rather than a monetary refund. If your order was incorrect or unsatisfactory, you may request a replacement order under the following conditions:

• The replacement request must be made within 2 hours of receiving the original order.
• Replacement orders are subject to availability and current operating hours.
• We will prioritize delivery of replacement items for delivery orders; for pickup orders, the replacement will be ready within a reasonable timeframe.
• If a replacement is not possible (e.g., kitchen is closed, item is no longer available), a full or partial monetary refund will be issued instead.
• Exchanges are available for the same or equivalent item only. Upgrades to higher-priced items are not covered under the exchange policy.

We believe that getting you the right food quickly is often a better resolution than waiting for a refund to process. However, the choice between a replacement and a refund is ultimately yours, and we will do our best to accommodate your preference.

9. Cancellation Policy

We begin preparing your order shortly after it is placed to ensure freshness and timely delivery. For this reason, our cancellation window is limited:

9.1 Standard Online and Phone Orders

• Orders may be cancelled for a full refund if cancelled within 5 minutes of being placed, provided the kitchen has not yet begun preparation.
• If the kitchen has already begun preparing your order, cancellations may not be accepted, or only a partial refund may be issued.
• Once an order has been dispatched for delivery, it cannot be cancelled.

9.2 Catering and Large Group Orders

• Catering orders or pre-paid bulk orders cancelled more than 48 hours before the scheduled delivery or pickup time are eligible for a full refund.
• Cancellations made between 24–48 hours before the scheduled time may be subject to a cancellation fee of up to 25% of the total order value.
• Cancellations made less than 24 hours before the scheduled time are not eligible for a refund, as ingredients and preparation resources will have already been committed.

To cancel an order, contact us immediately at [email protected] or through the website newpizza-luce.rest.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Pizza Luce offers a structured dispute resolution process to ensure your concerns are heard and addressed fairly.

10.1 Internal Escalation

If you believe your initial refund request was incorrectly denied or the amount offered is insufficient, you may escalate your concern by:

1. Replying to the refund decision email you received, clearly stating your disagreement and providing any additional supporting evidence.
2. Requesting that your case be reviewed by a senior member of our customer service team.
3. Our management team will conduct a secondary review and respond within 5 business days.

10.2 External Dispute Resolution

If an internal resolution cannot be reached, customers in the United States have the following options:

• Credit Card Chargeback: You may contact your credit card issuer to dispute the charge if you believe the transaction was unauthorized or if a promised refund was not delivered. Please note that initiating a chargeback before attempting resolution with us may affect your ability to use our services in the future.
• Federal Trade Commission (FTC): You may file a complaint with the FTC at ftc.gov/complaint if you believe our practices violate consumer protection standards under the FTC Act.
• State Consumer Protection Agencies: Depending on your state of residence, you may also contact your state's Attorney General office or consumer protection bureau.
• Better Business Bureau (BBB): You may file a complaint with the BBB at bbb.org.

Pizza Luce is committed to resolving all disputes in good faith and in compliance with applicable federal and state consumer protection laws.

11. Fraud Prevention

Pizza Luce takes fraudulent refund claims seriously. We reserve the right to deny refund requests that we reasonably believe are fraudulent, abusive, or made in bad faith. Examples include, but are not limited to, repeatedly claiming items are missing, submitting false photos, or filing multiple refund requests for the same order. Customers found to be engaging in fraudulent behavior may have their accounts suspended and may be banned from placing future orders.

12. Policy Updates

Pizza Luce reserves the right to modify this Refund Policy at any time. Any changes will be posted on our website at newpizza-luce.rest with an updated effective date. Continued use of our services after any changes constitutes your acceptance of the revised policy. We encourage you to review this policy periodically.

13. Contact Information for Refund Requests

For all refund-related inquiries, replacement requests, cancellations, or disputes, please reach out to us using the following contact details:

When contacting us, please include your order number, date of purchase, and a clear description of your issue to help us assist you as quickly as possible. We aim to respond to all refund inquiries within 1 business day and to resolve all cases within 5 business days of receiving complete information.