Refund Policy

Effective Date: June 19, 2026 | Last Updated: June 19, 2026

1. Introduction

Pizza Luce ("we," "us," "our," or "the Company") operates as a food service business in the United States. We understand that issues can arise with food orders, and we are dedicated to resolving any problems in a fair, transparent, and timely manner. This Refund Policy governs all purchases and transactions made through our website lucepizza-meal.rest or any other channel associated with our business.

By placing an order with Pizza Luce, you agree to the terms outlined in this Refund Policy. This policy is designed to comply with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act and relevant state consumer protection statutes.

For any questions regarding this policy, you may contact us directly at [email protected].

2. Eligibility Conditions for Refunds

Not all orders automatically qualify for a refund. To be eligible for a refund from Pizza Luce, the following conditions must generally be met:

• The order was placed through an official Pizza Luce channel, including our website at lucepizza-meal.rest or authorized third-party delivery platforms.
• The request is submitted within the applicable timeframe outlined in Section 3 of this policy.
• The issue reported is verifiable and falls within one or more of the qualifying categories listed below.
• You provide sufficient documentation or description to allow us to investigate your complaint.

2.1 Qualifying Reasons for a Refund

Refunds may be granted in the following circumstances:

• Incorrect Order: You received items that are different from what you ordered (e.g., wrong pizza toppings, wrong size, wrong items).
• Missing Items: One or more items from your order were not included in the delivery or pickup.
• Food Quality Issues: The food arrived in a condition that was clearly unacceptable, such as being severely undercooked, overcooked, or contaminated.
• Food Safety Concerns: You discovered a foreign object or allergen not listed in the product description that poses a safety risk.
• Failed Delivery: Your delivery order did not arrive, despite confirmation of the order and payment being processed.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical error.
• Order Not Fulfilled: Pizza Luce was unable to fulfill your order due to operational issues on our end.

2.2 Non-Qualifying Reasons

Refunds will generally not be granted in the following situations:

• You simply changed your mind after the order was confirmed and preparation had already begun.
• The order was customized based on specific instructions you provided, and the food was prepared correctly as requested.
• You provided an incorrect delivery address, resulting in non-delivery.
• The food was accepted and partially consumed before a complaint was raised without a valid quality concern.
• Dissatisfaction based purely on personal taste preferences where the food was prepared correctly.

3. Timeframes for Refund Requests

Timely reporting is essential for us to investigate and resolve your complaint effectively. Pizza Luce requires that refund requests be submitted within the following timeframes:

Requests submitted outside these timeframes may be reviewed at our discretion but are not guaranteed to be approved. We strongly encourage customers to inspect their orders upon receipt and report any issues promptly.

4. Non-Refundable Items and Services

Certain items and services provided by Pizza Luce are considered non-refundable under any circumstances:

• Delivery Fees: Delivery charges are non-refundable once an order has been dispatched, unless Pizza Luce was responsible for a failed delivery.
• Service Fees and Tips: Any service charges or gratuities applied at checkout are non-refundable.
• Promotional or Discounted Items: Items purchased using special promotional pricing, coupons, or limited-time offers may not be eligible for a full refund. Only partial refunds may apply in certain cases.
• Gift Cards and Store Credit: Purchased gift cards and promotional store credit are non-refundable and cannot be exchanged for cash.
• Correctly Prepared Custom Orders: Orders that were customized per your specific instructions and prepared correctly are not eligible for refunds due to personal taste preferences.

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

To initiate a refund request with Pizza Luce, please follow these steps carefully:

1. Step 1 — Gather Your Information: Before contacting us, have the following details ready:
   • Your full name and contact information
   • Your order number or confirmation email
   • The date and time the order was placed
   • A clear description of the issue
   • Photos or videos of the issue (if applicable, such as food quality concerns or missing items)
2. Step 2 — Contact Our Customer Support Team: Reach out to us using one of the following methods:
   • Email: [email protected]
   • Website: lucepizza-meal.rest
3. Step 3 — Submit Your Refund Request: In your message or form submission, clearly state that you are requesting a refund and include all relevant details gathered in Step 1. Attach any supporting photos or documentation.
4. Step 4 — Receive Acknowledgment: Our team will acknowledge receipt of your request within 1 business day. You will receive a reference number for your request.
5. Step 5 — Investigation and Review: Our customer service team will review your request, which may include verifying your order details with our kitchen or delivery staff. This process typically takes 1 to 3 business days.
6. Step 6 — Decision Notification: You will be notified of our decision via email. If approved, your refund will be processed using the method described in Section 6 of this policy.

6. Refund Processing Times by Payment Method

Once a refund has been approved by Pizza Luce, the time required for the refund to appear in your account will vary depending on your original payment method:

Please note that Pizza Luce does not control the internal processing times of your financial institution. If your refund has not appeared after the stated timeframe, we recommend contacting your bank or payment provider before reaching out to us.

7. Partial Refunds

In certain situations, Pizza Luce may issue a partial refund rather than a full refund. Partial refunds may apply when:

• Only some items from an order were missing, incorrect, or of poor quality, while the remainder of the order was acceptable.
• A complimentary item or discount was already applied to the original order.
• The food quality issue affected only a portion of the order (e.g., one pizza out of multiple items ordered).
• The customer consumed a significant portion of the food before reporting an issue.
• Delivery fees and service charges are excluded from the refund amount, as these are non-refundable under the conditions in Section 4.

The amount of a partial refund will be calculated based on the value of the affected items and any applicable deductions. Customers will be informed of the partial refund amount before it is processed, and they have the right to dispute the decision through the process described in Section 10.

8. Exchange Policy

Given the perishable nature of food products, Pizza Luce's exchange policy operates under specific guidelines:

• Replacement Orders: In cases where an incorrect item was delivered or a significant quality issue is confirmed, Pizza Luce may offer to prepare and deliver a replacement order as an alternative to a monetary refund. This option is subject to operational availability.
• Same-Day Replacements: Replacement orders must be requested and can only be offered on the same day as the original order, subject to our operating hours and kitchen capacity.
• Store Credit Exchange: If a replacement order is not feasible, customers may be offered equivalent store credit to be used on a future order at Pizza Luce.
• Non-Food Items: For any branded merchandise or packaged goods sold by Pizza Luce that are unopened and in original condition, exchanges may be requested within 14 days of purchase, subject to review.

9. Cancellation Policy

Pizza Luce's cancellation policy is structured around the timing of your request relative to when your order enters the preparation stage:

9.1 Order Cancellations Before Preparation

If you wish to cancel your order before our kitchen has begun preparing it, you are entitled to a full refund. To cancel before preparation begins, you must contact us immediately after placing the order. Due to the speed of our kitchen operations, this window is typically 5 minutes or less from the time the order is confirmed.

9.2 Order Cancellations During Preparation

Once your order has entered the preparation phase, cancellations may not be possible. In cases where a cancellation is accepted after preparation has begun, Pizza Luce reserves the right to issue only a partial refund to account for the cost of ingredients and labor already used.

9.3 Order Cancellations After Dispatch

Orders that have already been dispatched for delivery cannot be cancelled. If there is an issue with the order upon delivery, please refer to the refund request process in Section 5.

9.4 Cancellations by Pizza Luce

In rare circumstances, Pizza Luce may need to cancel your order due to ingredient unavailability, technical errors, or unforeseen operational issues. In such cases, you will receive a full refund and will be notified as soon as possible via the contact information provided at the time of order.

10. Dispute Resolution Process

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

10.1 Internal Escalation

If your initial refund request was denied or you believe the resolution was inadequate, you may request an internal review by contacting our management team at [email protected] with the subject line "Refund Dispute — [Your Order Number]". Please include any additional documentation or information that may support your case. Our management team will respond within 3 to 5 business days.

10.2 External Dispute Options

If a resolution cannot be reached through our internal process, you have the following options available to you as a consumer in the United States:

• Chargeback Request: You may contact your bank or credit card provider to initiate a chargeback under the Fair Credit Billing Act (FCBA), where applicable.
• FTC Complaint: You may file a complaint with the Federal Trade Commission (FTC) at ftc.gov if you believe our practices violate federal consumer protection laws.
• State Consumer Protection Agencies: Depending on your state of residence, you may also contact your state's consumer protection office for assistance.
• Better Business Bureau (BBB): You may submit a complaint through the Better Business Bureau for mediation assistance.

10.3 Governing Law

This Refund Policy and any disputes arising from it shall be governed by the laws of the United States and the applicable laws of the state in which you reside or in which the transaction occurred. Any formal legal proceedings shall be conducted in accordance with applicable federal and state laws.

11. Policy Updates and Modifications

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

12. Contact Information

If you have any questions, concerns, or refund requests, please do not hesitate to contact our customer support team. We are committed to responding promptly and resolving your concerns as efficiently as possible.

This Refund Policy was last updated on June 19, 2026, and applies to all transactions made through Pizza Luce and its associated platforms.