Refund Policy

At Pizza Luce, we are committed to delivering a high-quality dining and ordering experience to every customer. We understand that sometimes things do not go as expected, and we want to make sure your concerns are addressed fairly and promptly. This Refund Policy outlines your rights and our obligations regarding refunds, cancellations, exchanges, and disputes for orders placed through our website luce-pizz.world or via any other ordering channel.

Please read this policy carefully before placing your order. By completing a purchase with Pizza Luce, you agree to the terms outlined in this Refund Policy.

1. Eligibility Conditions for Refunds

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

• Your order was delivered with incorrect items that do not match what you originally ordered.
• Your food arrived in an unsatisfactory condition — for example, severely undercooked, spoiled, or otherwise unfit for consumption.
• Your order was significantly delayed beyond our estimated delivery window without prior notice and the food arrived in an unacceptable state.
• You received a duplicate charge for the same order.
• Your order was never delivered, and our delivery records confirm non-delivery.
• A technical error on our website or ordering system resulted in an unintended charge.

To be eligible for a refund, you must contact us within the applicable timeframe as described in Section 2 below. Refund requests submitted outside of these timeframes may not be honored at our discretion.

2. Timeframes for Refund Requests

Timely communication is essential for us to investigate your concern properly. Please adhere to the following timeframes when submitting a refund request:

We strongly encourage customers to inspect their orders upon receipt and contact us immediately if there are any issues. Requests made after the stated timeframes will be reviewed on a case-by-case basis, and Pizza Luce reserves the right to deny late submissions.

3. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds. These include, but are not limited to:

• Consumed food items: If more than half of the order has been consumed before a complaint is raised, a refund will generally not be granted.
• Customized orders: Items that were specifically customized per your request (e.g., specific toppings, special preparation instructions) are non-refundable unless they were prepared incorrectly.
• Change of mind: If you simply decide you no longer want the food after it has been prepared or delivered, a refund will not be issued.
• Delivery fees: Delivery and service fees are non-refundable except in cases where Pizza Luce is entirely at fault for a failed delivery.
• Promotional or discounted items: Items purchased as part of a limited-time promotion or discount offer are non-refundable unless there is a verifiable quality or accuracy issue.
• Gift cards and vouchers: Gift card purchases and promotional vouchers are non-refundable and cannot be exchanged for cash.

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

Submitting a refund request with Pizza Luce is simple. Please follow the steps below to ensure your request is processed as efficiently as possible:

1. Gather your information: Before contacting us, have the following ready:
   • Your full name and contact information
   • Your order number or confirmation email
   • The date and time of the order
   • A description of the issue
   • Photographic evidence of the problem (strongly recommended for food quality issues)
2. Contact our support team: Reach out to us through one of the following channels:
   • Email: [email protected]
   • Website: luce-pizz.world
3. Provide a detailed explanation: Clearly describe the nature of your complaint. Attach any relevant photos or screenshots to support your claim.
4. Await acknowledgment: Our customer support team will acknowledge your request within 1 business day and begin an internal review.
5. Review and decision: We will evaluate your request and notify you of our decision within 3–5 business days. If approved, your refund will be initiated according to the timelines in Section 5.

5. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your funds varies depending on the payment method used during the original transaction:

Please note that while we process refunds promptly on our end, the actual time for funds to appear in your account is controlled by your financial institution and may vary. If you do not see your refund after the stated timeframe, we recommend contacting your bank or payment provider directly before reaching out to us.

6. Partial Refunds

In some situations, a partial refund may be the most appropriate resolution. Partial refunds may be granted under the following circumstances:

• Only a portion of your order was incorrect or unsatisfactory (e.g., one item out of several was wrong).
• You received the correct order but one specific component — such as a topping or side item — was missing.
• The food was partially consumed before the issue was identified, and only an untouched portion remains.
• The delivery was significantly delayed but the food was ultimately received and is still consumable.
• A promotional discount was applied, and the refund reflects only the amount actually paid for the affected item.

The amount of the partial refund will be determined by our customer support team based on the specific circumstances and evidence provided. We aim to be fair and transparent in all partial refund decisions.

7. Exchange Policy

Due to the perishable nature of food products, Pizza Luce does not offer a traditional exchange or replacement policy in all cases. However, we will make reasonable efforts to accommodate customers as follows:

• Incorrect items: If you received a different item than what you ordered, we may offer to send the correct item at no additional charge, subject to availability and delivery logistics.
• Missing items: If an item was missing from your order, we will either send the missing item (where feasible) or issue a credit or refund for that item.
• Store credit option: In cases where a physical replacement is not possible, we may offer Pizza Luce store credit equivalent to the value of the affected item, which can be applied to your next order.

Replacement orders are subject to the same preparation and delivery times as standard orders. Pizza Luce reserves the right to determine the most practical resolution on a case-by-case basis.

8. Cancellation Policy

We understand that plans can change. Our cancellation policy is as follows:

8.1 Online and Phone Orders

• Before preparation begins: You may cancel your order for a full refund if the cancellation is made before our kitchen has begun preparing your food. Please contact us immediately after placing your order if you need to cancel.
• After preparation has started: Once our kitchen has begun preparing your order, cancellations are generally not accepted. In exceptional circumstances, a store credit may be offered at our discretion.
• After dispatch for delivery: Orders that are already out for delivery cannot be cancelled. Please do not refuse the delivery, as this may result in complications with your refund eligibility.

8.2 Catering and Large Group Orders

For catering orders or large group orders (typically orders above a certain minimum value as specified at the time of booking):

• Cancellations made more than 48 hours before the scheduled delivery or pickup time are eligible for a full refund.
• Cancellations made between 24 and 48 hours before the scheduled time may receive a 50% refund or a full store credit.
• Cancellations made less than 24 hours before the scheduled time are generally non-refundable, as ingredients and preparation resources have already been committed.

9. 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.

9.1 Internal Escalation

If you believe your initial refund request was not handled fairly, you may request an escalation to a senior member of our customer service team. To do so:

1. Reply to the email notification you received regarding your refund decision.
2. Clearly state that you are requesting an escalation and explain why you disagree with the initial decision.
3. Provide any additional evidence or information that supports your case.

Escalated cases will be reviewed within 5–7 business days, and a final decision will be communicated to you in writing.

9.2 External Dispute Resolution

If internal resolution is unsuccessful, customers in the United States have the following options:

• Credit Card Chargeback: If you paid by credit or debit card, you may contact your card issuer to initiate a chargeback. We will cooperate fully with any chargeback investigation conducted by your financial institution.
• Federal Trade Commission (FTC): The FTC protects consumers from unfair or deceptive trade practices. You may file a complaint at www.ftc.gov.
• State Consumer Protection Agencies: Depending on your state of residence, your state attorney general's office or consumer protection agency may offer mediation or complaint resolution services.
• Better Business Bureau (BBB): You may file a complaint with the BBB through their official website for assistance with dispute resolution.

9.3 Governing Law

This Refund Policy and any disputes arising from it shall be governed by and construed in accordance with the applicable laws of the United States and the state in which Pizza Luce operates. Any legal proceedings shall be conducted in the appropriate jurisdiction as determined by applicable law.

10. Consumer Rights Under U.S. Law

As a consumer in the United States, you have certain rights that Pizza Luce fully respects and upholds:

• Under the Federal Trade Commission (FTC) Act, businesses are prohibited from engaging in unfair or deceptive acts or practices. Our refund policy is designed to be transparent and fair.
• Under the Fair Credit Billing Act (FCBA), if you are charged incorrectly on a credit card, you have the right to dispute the charge with your card issuer within 60 days of the statement date.
• If you are a resident of California, you may also have additional rights under the California Consumer Privacy Act (CCPA/CPRA) regarding your personal data used in connection with your purchase and refund request.

11. Policy Updates

Pizza Luce reserves the right to update or modify this Refund Policy at any time without prior notice. Changes will be effective immediately upon posting to our website at luce-pizz.world. We encourage you to review this policy periodically to stay informed of any updates. Your continued use of our services after any changes constitutes your acceptance of the revised policy.

12. Contact Information for Refund Requests

For all refund-related inquiries, cancellations, or disputes, please do not hesitate to contact our customer support team. We are here to help and are committed to resolving your concerns as quickly as possible.

Our customer support team is available during regular business hours. We aim to respond to all inquiries within 1 business day. For urgent matters, please clearly mark your email subject line as "URGENT — Refund Request" to ensure prompt attention.