Refund Policy

Effective Date: April 2, 2026  |  Last Updated: April 2, 2026

1. Introduction and Scope

This Refund Policy applies to all food orders, catering services, merchandise, and any other products or services purchased from Pizza Luce through our website (luces-pizza.digital), by phone, or in-store. By placing an order with us, you acknowledge that you have read, understood, and agreed to the terms outlined in this policy.

Pizza Luce is committed to providing high-quality food and service. In the event that you are not fully satisfied with your order, we encourage you to contact us as soon as possible so we can make things right. Our refund practices comply with applicable United States federal consumer protection laws, including those enforced by the Federal Trade Commission (FTC) under the FTC Act, as well as any applicable state-level consumer protection regulations.

2. Eligibility Conditions for Refunds

A refund request may be eligible under the following conditions:

• Incorrect Order: You received an item that does not match what you ordered (e.g., wrong toppings, wrong size, wrong item).
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food you received was undercooked, overcooked, spoiled, or otherwise unacceptable in quality at the time of delivery or pickup.
• Allergen Concerns: An item was prepared with an ingredient that you specifically requested to be excluded due to a documented allergy or dietary restriction, and this was clearly noted at the time of ordering.
• Order Not Delivered: Your delivery order was confirmed but never arrived, and this has been verified through our tracking or dispatch system.
• Duplicate Charges: You were charged more than once for the same order due to a technical or payment processing error.
• Significant Delivery Delay: Your order arrived substantially later than the estimated delivery time quoted at checkout, rendering the food unsatisfactory for consumption.

Refunds are evaluated on a case-by-case basis. Pizza Luce reserves the right to request supporting evidence (such as photos of the food or order receipt) before processing a refund.

3. Timeframes for Refund Requests

To be considered for a refund, you must contact us within the following timeframes:

Requests submitted outside these timeframes may not be honored. However, Pizza Luce will review all submissions and, at our sole discretion, may offer a courtesy resolution in exceptional circumstances.

4. Non-Refundable Items and Services

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

• Orders that have been fully consumed or substantially eaten before a complaint is raised.
• Food items that were correctly prepared according to your original order but that you later decided you did not enjoy.
• Special promotional or discounted items marked as "final sale" at the time of purchase.
• Delivery fees, service fees, and platform processing charges, unless the order was never delivered or a significant error on our part occurred.
• Gift cards or store credit once issued.
• Custom catering orders that have already been prepared and delivered in accordance with the agreed-upon menu and specifications.
• Orders where the customer provided an incorrect delivery address or was unavailable to receive the delivery at the time of arrival.
• Orders affected by events outside of our control, including but not limited to severe weather, road closures, natural disasters, or other force majeure events.

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

Follow these steps to submit a refund request:

1. Gather Your Information: Before contacting us, have the following ready:
   • Your order confirmation number or receipt
   • The date and time of your order
   • The specific items you are requesting a refund for
   • A clear description of the issue
   • Photos of the food or packaging (if applicable)
2. Contact Pizza Luce: Reach out to our customer support team using any of the following methods:
   • Email: [email protected]
   • Website: luces-pizza.digital (use the Contact Us form)
3. Describe Your Issue: Provide a clear and detailed explanation of why you are requesting a refund. The more information you provide, the faster we can resolve your case.
4. Submit Supporting Evidence: If requested, attach any relevant photos, screenshots of your order confirmation, or other documentation to support your claim.
5. Receive Confirmation: You will receive an acknowledgment of your refund request within 1–2 business days of submission.
6. Await Review: Our team will review your request and make a determination. You will be notified of the outcome via the email address associated with your order.
7. Refund Issued (if approved): If your refund is approved, it will be processed according to the payment method used and the timeframes described in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the processing time will depend on your original payment method:

For orders placed through third-party delivery platforms (such as DoorDash, Uber Eats, or Grubhub), refund requests must be submitted directly through those platforms, as Pizza Luce does not have access to payment information processed by those services. We encourage you to review the refund policies of those platforms separately.

7. Partial Refunds

In some situations, a partial refund may be issued rather than a full refund. Partial refunds may apply when:

• Only a portion of your order was incorrect or missing (e.g., one item out of a larger order was wrong).
• The food quality was partially acceptable — for example, some items were satisfactory while others were not.
• A delivery was significantly delayed but the food was ultimately received and partially consumed.
• A discount, coupon, or promotional credit was applied to your order at the time of purchase, and only the net amount paid is refundable.
• Packaging or presentation was unsatisfactory, but the food itself was edible and prepared correctly.

The amount of a partial refund will be determined at the reasonable discretion of Pizza Luce based on the nature and extent of the issue reported. We will always aim to offer a fair and reasonable resolution.

8. Exchange Policy

Due to the perishable nature of food products, direct exchanges are generally not available for most food items once an order has been delivered or picked up. However, in specific circumstances, Pizza Luce may offer a replacement order or a comparable item as an alternative to a monetary refund, subject to the following conditions:

• The incorrect item received is returned to the delivery driver or brought back to the store at the time of the original transaction.
• A replacement order can be prepared and delivered within a reasonable time frame on the same day.
• The customer agrees to accept a replacement in lieu of a monetary refund.

For non-food merchandise sold by Pizza Luce (such as branded clothing, accessories, or gift items), exchanges may be offered within 14 calendar days of purchase, provided the item is unused, in its original packaging, and accompanied by a valid proof of purchase. We do not cover return shipping costs for merchandise exchanges unless the item was defective or incorrectly sent.

9. Cancellation Policy

9.1 Standard Food Orders

If you need to cancel a food order, please contact us as soon as possible. Our ability to process a cancellation depends on the stage of preparation:

• Before Preparation Begins: Full refund will be issued if the order has not yet entered the preparation stage. This is typically within 5 minutes of order placement.
• During Preparation: Cancellations may not be possible once food preparation has started. We may issue a partial refund or store credit at our discretion.
• After Dispatch for Delivery: Orders that have already been dispatched for delivery cannot be cancelled. No refund will be issued unless the order is not received or there is a significant quality issue upon delivery.

9.2 Catering Orders

Catering orders require advance preparation, ingredient procurement, and staffing. The following cancellation terms apply:

All catering cancellation requests must be submitted in writing to [email protected].

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Pizza Luce encourages you to follow the dispute resolution process outlined below:

1. Step 1 — Internal Escalation: Contact our customer service team at [email protected] and request that your case be escalated to a manager. Please include your original refund request reference number and a clear explanation of why you are dissatisfied with the initial response.
2. Step 2 — Management Review: A senior member of our team will review your case within 5 business days and provide a written response with a final determination.
3. Step 3 — Chargeback (Credit Card Orders): If you paid by credit card and believe you have been unfairly charged, you have the right to dispute the charge with your card issuer under the Fair Credit Billing Act (FCBA). We recommend attempting to resolve the matter directly with us before initiating a chargeback, as chargebacks may result in account restrictions.
4. Step 4 — Consumer Protection Agencies: If you believe your consumer rights have been violated, you may file a complaint with the Federal Trade Commission (FTC) at ftc.gov/complaint, or with your applicable state attorney general's consumer protection division.

11. Chargebacks and Fraudulent Claims

Pizza Luce takes fraudulent refund claims seriously. Filing a false claim or initiating an unwarranted chargeback may result in:

• Suspension or permanent banning of your account.
• Refusal of future orders.
• Reporting to relevant consumer protection or fraud prevention authorities where appropriate.

We cooperate fully with card issuers and payment processors in the investigation of disputed transactions and maintain records of all orders, communications, and delivery confirmations.

12. Policy Modifications

Pizza Luce reserves the right to update or modify this Refund Policy at any time. Any changes will be reflected on this page with an updated "Last Updated" date. We encourage you to review this policy periodically. Continued use of our services following any modifications constitutes your acceptance of the revised policy.

13. Contact Information for Refund Requests

For all refund-related inquiries, please contact us using the information below. Our customer service team is available to assist you Monday through Sunday during regular business hours.