Refund Policy

At Pizza Luce, we are committed to delivering a satisfying dining and ordering experience to every customer. We understand that situations may arise where a refund or order correction is necessary. This Refund Policy outlines the conditions, procedures, and timelines governing refund requests for orders placed through our website at luce-food.click or any other ordering channel associated with Pizza Luce. Please read this policy carefully before placing your order.

1. General Refund Philosophy

Pizza Luce takes pride in the quality of its food and service. Our goal is to ensure that every customer receives exactly what they ordered, prepared to the highest standards. If you are not satisfied with your order for any legitimate reason, we encourage you to contact us as soon as possible so that we can make it right. We handle all refund requests on a case-by-case basis, and our team will always strive to find a fair and reasonable resolution in accordance with this policy and applicable United States consumer protection laws, including the Federal Trade Commission Act (FTC Act) and relevant state consumer protection statutes.

2. Eligibility Conditions for Refunds

A refund request may be considered eligible under the following circumstances:

• Incorrect Order: You received items that are different from what you ordered.
• Missing Items: One or more items from your order were not included in your delivery or pickup.
• Food Quality Issues: The food was delivered in a condition that is clearly unsatisfactory, such as being undercooked, spoiled, or significantly different from its described preparation.
• Duplicate Charges: You were charged more than once for the same order due to a technical or payment processing error.
• Failed Delivery: Your delivery order never arrived and could not be located after a reasonable investigation.
• Allergic Reaction or Food Safety Concerns: You experienced a food safety issue directly attributable to ingredients or preparation at Pizza Luce (subject to investigation and verification).
• Order Cancellation Prior to Preparation: You successfully cancelled your order before it entered the preparation stage (see Section 8 for cancellation policy details).

Refund requests that do not meet the above criteria, or that arise from a change of mind after food preparation has begun, may not be eligible for a full refund. Pizza Luce reserves the right to assess each claim individually and request supporting evidence such as photographs or order confirmation numbers.

3. Timeframes for Refund Requests

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

Requests submitted after these timeframes may be declined at Pizza Luce's sole discretion. We strongly encourage customers to inspect their orders upon receipt and contact us immediately if any issues are identified.

4. Non-Refundable Items and Services

The following items and circumstances are generally not eligible for refunds:

• Change of Mind: Orders that have already been prepared or are in transit cannot be refunded simply because you changed your mind or no longer want the food.
• Customization Errors by the Customer: If an incorrect order resulted from a customization error made by the customer at the time of ordering (e.g., selecting the wrong toppings or size), a refund may not be issued, though a store credit or partial adjustment may be offered.
• Perishable Food Items Already Consumed: Refunds will generally not be issued for food items that have been substantially consumed before a complaint is filed, unless there is a documented food safety issue.
• Delivery Fees: Delivery fees are non-refundable except in cases of failed delivery attributable to Pizza Luce or its delivery partners.
• Tips and Gratuities: Tips or gratuities added to any order are non-refundable under any circumstances.
• Promotional or Discounted Items: Items purchased under certain promotional offers or deeply discounted events may carry limited or no refund eligibility. Specific promotions will note this restriction at the time of purchase.
• Gift Cards: Gift card purchases are final and non-refundable, though they may be transferred or used for future orders in accordance with applicable gift card terms.

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

If you believe you are eligible for a refund, please follow these steps to submit your request:

1. Gather Your Information: Before contacting us, please have the following details ready:
   • Your full name and contact information
   • Your order number or confirmation email
   • The date and time your order was placed
   • A clear description of the issue
   • Photographs of the food or packaging, if applicable (especially for quality or safety complaints)
2. Contact Pizza Luce: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: luce-food.click
3. Submit Your Claim: Provide all relevant details in your initial message, including your order number and a thorough description of the problem. Attach any photographs or supporting evidence that may help us assess your claim.
4. Wait for Acknowledgment: Our team will acknowledge your refund request within 1–2 business days. We may follow up with additional questions or requests for evidence.
5. Review and Decision: Pizza Luce will review your claim and provide a decision within 3–5 business days of receiving all necessary information. You will be notified of the outcome via your preferred contact method.
6. Refund Issuance: If your refund is approved, it will be processed according to the timelines described in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes for the funds to reach you depends on your original payment method. The following timelines are estimated and may vary based on your financial institution:

Please note that Pizza Luce does not control your bank's or payment provider's internal processing timelines. If you have not received your refund within the stated timeframe after our confirmation, please contact your financial institution directly, and then reach out to us if the issue persists.

7. Partial Refunds

In some cases, a partial refund may be the most appropriate resolution. Partial refunds may be issued under the following conditions:

• Partial Missing Items: Only the cost of the specific missing item(s), minus any applicable fees, will be refunded.
• Minor Quality Deviations: If the food was partially acceptable but fell short of standards in a limited way, a partial refund or store credit may be offered at our discretion.
• Late Delivery: If your delivery was significantly delayed and the food quality was affected as a result, a partial refund on the order total or a credit toward a future order may be offered.
• Shared Responsibility: In situations where both the customer and Pizza Luce share responsibility for an issue (e.g., a customer-provided address error combined with a driver error), a partial refund reflecting Pizza Luce's portion of responsibility may be applied.

All partial refund decisions are made at the discretion of Pizza Luce management and are communicated clearly to the customer with a detailed explanation.

8. Cancellation Policy

Because our kitchen team begins preparing orders quickly after they are placed, our cancellation window is limited. Please review the following cancellation terms carefully:

8.1 Online and App Orders

You may cancel an online or app-based order for a full refund only if the cancellation is made within 5 minutes of order placement and before the kitchen has begun preparation. After this window, cancellations are generally not accepted.

8.2 Phone Orders

For orders placed by phone, cancellations must be communicated immediately upon the next contact with our team. If the order is already in preparation, cancellation may not be possible.

8.3 Pre-Orders and Scheduled Orders

If you placed a pre-order or scheduled a future delivery or pickup, you may cancel up to 2 hours before the scheduled time for a full refund. Cancellations made within 2 hours of the scheduled time may result in a partial refund or store credit only.

8.4 Catering Orders

Catering orders have a separate cancellation policy. Full refunds are available if cancelled at least 72 hours (3 days) before the scheduled event. Cancellations made 24–72 hours before the event may receive a 50% refund. Cancellations made less than 24 hours before the event are non-refundable, though store credit may be offered at management's discretion.

9. Exchange Policy

Due to the perishable nature of food products, traditional item exchanges are not always possible. However, Pizza Luce does offer the following alternatives in appropriate circumstances:

• Replacement Orders: If your order was incorrect or significantly deficient in quality, we may offer to prepare and deliver or make available for pickup a replacement order at no additional charge, subject to location availability and operational feasibility.
• Store Credit: In lieu of a cash refund or replacement, we may offer store credit of equivalent value, which can be applied to any future order at Pizza Luce.
• Menu Item Substitution: If a specific item you ordered is unavailable at the time of your order, our team will contact you to offer a suitable substitution or a refund for that item.

Exchanges and replacements are coordinated on a case-by-case basis and are subject to our team's assessment of the situation, operational capacity, and the nature of the complaint.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Pizza Luce provides the following escalation and dispute resolution process:

10.1 Internal Escalation

If your initial refund request was denied or partially granted and you believe the decision was incorrect, you may request an escalation to a senior customer service representative or store manager. To do so, respond to the resolution email you received or contact us at [email protected] with the subject line "Refund Dispute – Escalation Request" and include your original case or order number. A senior team member will review your case and respond within 5 business days.

10.2 Chargeback Notice

If you choose to initiate a chargeback with your bank or credit card issuer, please notify us first by emailing [email protected]. We are often able to resolve issues more quickly through direct communication than through the chargeback process. Chargebacks initiated without prior contact may affect your ability to place future orders with Pizza Luce.

10.3 Consumer Protection Resources

If you believe Pizza Luce has engaged in unfair or deceptive business practices, you have the right to file a complaint with the following consumer protection authorities:

• Federal Trade Commission (FTC): www.ftc.gov
• Your State Attorney General's Office
• Better Business Bureau (BBB): www.bbb.org

10.4 Informal Resolution

Before pursuing any formal legal action, we respectfully request that both parties attempt to resolve the dispute informally through direct communication. Most issues can be resolved quickly and amicably when both sides communicate openly.

11. Changes to This Refund Policy

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

12. Governing Law

This Refund Policy is governed by and construed in accordance with the laws of the United States and applicable state laws. Consumer rights under the Federal Trade Commission Act and any applicable state consumer protection laws are fully preserved and are not limited by this policy.

13. Contact Information for Refund Requests

If you have any questions about this Refund Policy or wish to submit a refund request, please reach out to our customer support team using the contact details below. Our team is dedicated to helping you and will do our best to respond promptly and fairly.

This Refund Policy was last reviewed and updated on June 24, 2026. Pizza Luce is committed to fairness, transparency, and customer satisfaction in all of our business practices.