Refund Policy

At Pizza Luce, we are committed to delivering a high-quality dining and ordering experience. We understand that occasionally things may not go as planned, and we want to make sure every customer is treated fairly. This Refund Policy outlines the terms under which refunds, exchanges, and cancellations are handled for orders placed through our website at lucespizza.rest or directly at our location.

Please read this policy carefully before placing your order. By completing a purchase or submitting an order through our platform, you agree to the terms set forth in this Refund Policy. If you have any questions prior to ordering, please do not hesitate to contact us using the information provided at the bottom of this page.

1. Our Commitment to Customer Satisfaction

Pizza Luce takes great pride in the quality of our food, ingredients, and service. Every order is prepared fresh with care, using quality ingredients. We strive to ensure that every item you receive meets your expectations and our standards. In the event that something goes wrong — whether that involves an incorrect order, a quality issue, or a missing item — we will work with you to find a fair and prompt resolution.

This policy applies to all orders placed through our website (lucespizza.rest), by phone, or in person. Refunds, partial refunds, and credits are issued at the discretion of Pizza Luce management, subject to the conditions outlined below.

2. Eligibility Conditions for Refunds

To be eligible for a refund, one or more of the following conditions must be met:

• Incorrect Order: You received items that are different from what you ordered (e.g., wrong toppings, wrong size, wrong crust type).
• Missing Items: One or more items from your order were not included in your delivery or pickup order.
• Food Quality Issues: The food you received was undercooked, spoiled, contained a foreign object, or was otherwise unfit for consumption.
• Allergic Reactions Due to Our Error: If you clearly specified an allergy or dietary restriction and we failed to honor it, you may be eligible for a full refund.
• Order Not Delivered: If your delivery order was confirmed but never arrived, and this has been verified through our delivery records.
• Duplicate Charge: You were charged more than once for the same order due to a technical or billing error.
• Significant Delivery Delay: Your delivery was delayed by more than 60 minutes beyond the estimated delivery time without prior notice from our team.

Refund eligibility is determined on a case-by-case basis. Pizza Luce reserves the right to verify claims before issuing any refund or credit.

3. Timeframes for Refund Requests

To ensure a prompt and efficient resolution, refund requests must be submitted within the following timeframes:

Requests submitted outside of these timeframes may not be honored. We encourage customers to inspect their orders immediately upon receipt and report any issues right away.

4. Non-Refundable Items and Services

Certain items and situations are not eligible for a refund. These include, but are not limited to:

• Orders that have been fully consumed or largely consumed before a complaint is made.
• Customized orders where the customer provided incorrect instructions and the order was prepared accordingly.
• Refund requests made after the eligible timeframe has passed.
• Dissatisfaction with taste or flavor preferences when the item was prepared correctly as ordered.
• Promotional or discounted items that were clearly labeled as non-refundable at the time of purchase.
• Gift cards or store credit balances (these are non-refundable and non-transferable).
• Orders placed during special events or limited-time promotions that explicitly exclude refund eligibility.
• Delivery fees, where delivery was completed as scheduled and the issue is solely with the food quality.
• Tip amounts added to online orders.

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

To request a refund, please follow these steps:

1. Step 1 — Contact Us Promptly: Reach out to our team as soon as possible within the eligible timeframe. You can contact us by email at [email protected] or visit our website at lucespizza.rest.
2. Step 2 — Provide Order Details: Include your full name, the order date and time, the order number (if applicable), and the method of payment used.
3. Step 3 — Describe the Issue: Clearly explain the problem with your order. Be as specific as possible — include which items were affected, the nature of the issue, and how it impacted your experience.
4. Step 4 — Provide Supporting Evidence: Where possible, please attach photographs of the incorrect, damaged, or unsatisfactory food items. Photos are not always required but can significantly speed up the review process.
5. Step 5 — Await Review: Our team will review your request within 1–2 business days. We may contact you for additional information if needed.
6. Step 6 — Resolution Notification: Once a decision has been made, we will notify you by email or phone with the outcome of your refund request and the next steps, if applicable.

Please do not attempt chargebacks through your bank or payment provider before contacting us directly. We are committed to resolving issues fairly and promptly, and we prefer to handle disputes internally before they escalate.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes for you to receive your money back depends on the payment method used:

Please note that while we process refunds promptly on our end, your bank or payment provider may have their own processing timelines that are outside of our control. If you have not received your refund within the stated timeframe, we recommend contacting your bank or card issuer directly.

7. Partial Refunds

In some circumstances, a partial refund may be issued instead of a full refund. Partial refunds may apply in the following situations:

• Only one or a few items in a multi-item order were incorrect or missing (refund applies only to affected items).
• The order was partially consumed before a legitimate quality issue was discovered.
• A delivery arrived late but was eventually received and partially satisfactory.
• A substitution was made without proper notification, and you choose to keep the substitute item but at a reduced price.
• A coupon or discount was not applied at the time of purchase and cannot be retroactively applied to the full order value.

The amount of a partial refund will be determined by Pizza Luce management based on the specific circumstances of each case. We aim to ensure that the refund amount accurately reflects the impact of the issue experienced.

8. Exchange Policy

Because our food is freshly prepared to order, traditional exchanges (i.e., returning food for a different item) are generally not possible once an order has been prepared. However, Pizza Luce may offer the following as alternatives to a monetary refund:

• Order Replacement: If you received the wrong item and report it promptly (within 1 hour), we may offer to prepare and send the correct item, subject to availability and delivery feasibility.
• Store Credit: In lieu of a cash or card refund, we may offer store credit of equal or greater value that can be used toward your next order.
• Complimentary Item: For minor issues, we may offer a complimentary item (such as a dessert, side, or beverage) on your next visit or order.

Exchanges and replacement orders are offered at the sole discretion of Pizza Luce and are subject to operating hours and item availability at the time of the request.

9. Cancellation Policy

We understand that plans change. Here is our cancellation policy for orders placed through our website or by phone:

9.1 Standard Orders

• Cancellations requested before the order enters preparation will receive a full refund.
• Cancellations requested after preparation has begun may not be eligible for a full refund. A partial refund or store credit may be offered depending on the stage of preparation.
• Once an order has been dispatched for delivery or is ready for pickup, it cannot be cancelled.

9.2 Pre-Orders and Scheduled Orders

• Pre-orders may be cancelled for a full refund if cancellation is requested at least 30 minutes before the scheduled pickup or delivery time.
• Cancellations within the 30-minute window will be reviewed on a case-by-case basis.

9.3 Large or Catering Orders

• Large group orders or catering orders must be cancelled at least 24 hours in advance to receive a full refund.
• Cancellations with less than 24 hours' notice may be subject to a cancellation fee of up to 50% of the total order value, as ingredients and preparation resources will have been committed.

To cancel an order, please contact us immediately at [email protected] or visit lucespizza.rest as soon as possible.

10. Dispute Resolution Process

Pizza Luce is committed to resolving all customer concerns in a fair, transparent, and timely manner. If you are unsatisfied with the resolution offered through our standard refund process, you may escalate your concern through the following steps:

1. Internal Escalation: Request that your complaint be escalated to a senior team member or manager. You can do so by replying to any correspondence you have received from us or by contacting us directly at [email protected].
2. Written Formal Complaint: Submit a formal written complaint by email describing the issue in detail, the resolution you are seeking, and any supporting documentation or evidence. We will acknowledge receipt within 2 business days and aim to resolve the matter within 7 business days.
3. Consumer Protection Resources: If you are located in the United States and believe your consumer rights have been violated, you may file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or contact your state's Attorney General's office.
4. Chargeback: As a last resort, if you believe you have been incorrectly charged and we have not resolved the issue to your satisfaction, you may initiate a chargeback through your payment provider. We ask that you exhaust our internal resolution process before doing so.

11. Contact Information for Refund Requests

If you need to submit a refund request, report an issue with your order, or have any questions about this policy, please contact us through any of the following methods:

Our customer support team is available during regular business hours. We aim to respond to all inquiries within 1–2 business days. For urgent matters related to food safety or health concerns, please contact us immediately by phone or email.

12. Policy Updates

Pizza Luce reserves the right to update or modify this Refund Policy at any time. Changes will be posted on our website at lucespizza.rest with an updated effective date. We encourage customers to review this policy periodically to stay informed of any changes. Continued use of our services after any modifications constitutes your acceptance of the updated policy.

If changes are material and significantly affect your rights, we will make reasonable efforts to notify customers via email or a prominent notice on our website.