Refund Policy

Effective Date: April 2, 2026

1. Introduction

At Pizza Luce, customer satisfaction is our highest priority. We are committed to delivering fresh, high-quality food and a seamless ordering experience. We understand that issues can occasionally arise, and this Refund Policy has been established to ensure that all concerns are handled fairly, consistently, and in a timely manner.

This policy applies to all orders placed through our website (luces-pizza.top) and through any associated digital platforms operated by Pizza Luce. It outlines the conditions under which refunds may be granted, the process for requesting a refund, applicable timeframes, and how disputes are resolved.

Our practices are governed by applicable United States federal and state consumer protection laws, including regulations enforced by the Federal Trade Commission (FTC) under the FTC Act, as well as relevant state laws pertaining to food service businesses.

2. Eligibility Conditions for Refunds

Refund requests will be considered under the following circumstances:

• Incorrect Order: You received an item that does not match what was ordered (e.g., wrong toppings, wrong size, wrong item entirely).
• Missing Items: One or more items from your order were not included in your delivery or pickup.
• Poor Food Quality: The food received was undercooked, overcooked, spoiled, or otherwise unfit for consumption at the time of delivery or pickup.
• Delivery Not Received: Your order was marked as delivered but you did not receive it, and a reasonable investigation confirms non-delivery.
• Significant Delay: Your order was delivered substantially later than the estimated time provided at checkout, resulting in the food being inedible.
• Duplicate Charge: Your payment method was charged more than once for the same order due to a technical error on our platform.
• Allergen or Safety Issue: Your order contained an ingredient that was not disclosed or that contradicts a clearly documented dietary restriction or allergy noted at the time of ordering.

To be eligible for a refund, the issue must be reported within the timeframe specified in Section 3 below. Pizza Luce reserves the right to request photographic or other reasonable evidence to support a refund claim.

3. Timeframes for Refund Requests

To ensure that claims can be properly investigated, all refund requests must be submitted within the following timeframes:

Requests submitted outside of these windows may not be eligible for a full refund. However, Pizza Luce will evaluate late submissions on a case-by-case basis at its sole discretion.

4. Non-Refundable Items and Situations

The following situations are generally not eligible for a refund:

• Orders that have already been consumed in full without any reported issue.
• Customer preference changes after the order has been received (e.g., you changed your mind about a topping you originally selected).
• Orders that were picked up by the customer and accepted without complaint at the time of pickup.
• Delivery delays caused by circumstances outside our control, including but not limited to severe weather conditions, traffic incidents, or third-party delivery service disruptions.
• Promotional, discounted, or complimentary items unless they are subject to a specific quality or safety issue.
• Requests submitted after the applicable reporting deadline without exceptional circumstances.
• Partial consumption of an order where the reported issue does not apply to the portion consumed.
• Custom or special orders that were prepared exactly as requested by the customer.

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

To submit a refund request, please follow the steps outlined below:

1. Gather Your Order Information: Locate your order confirmation email or receipt. Have your order number, the date and time of the order, and the items in question ready.
2. Document the Issue: If applicable, take clear photographs of the food item(s) in question. Photos should clearly show the problem (e.g., incorrect item, poor quality, missing item packaging).
3. Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: luces-pizza.top
4. Provide Details: In your message, include your full name, order number, a clear description of the issue, the resolution you are requesting (refund, replacement, or store credit), and any supporting photographs.
5. Await Confirmation: Our team will acknowledge your request within 1 business day and may follow up with additional questions if needed.
6. Resolution: Once your claim has been reviewed and approved, we will notify you of the outcome and initiate the appropriate refund or resolution within the timeframes specified in Section 7.

6. Partial Refunds

In certain circumstances, Pizza Luce may issue a partial refund rather than a full refund. Partial refunds may apply in the following situations:

• Only one or a few items in a multi-item order were affected by an error or quality issue.
• The order was partially consumed before the issue was identified.
• A delivery delay affected only part of an order (e.g., some items arrived cold while others were acceptable).
• A discount, coupon, or promotional credit was applied to the original order, in which case the refund may reflect the actual amount paid for the affected item(s).
• The customer contributed to the issue (e.g., provided an incorrect delivery address that caused a delay).

The value of a partial refund will be calculated based on the price of the affected item(s), including any applicable taxes. Delivery fees may be refunded at our discretion in cases where the delivery service itself was the source of the problem.

7. Refund Processing Times by Payment Method

Once a refund has been approved, the processing time will vary depending on the original payment method used:

Please note that these timeframes represent our processing times on the Pizza Luce side. Your bank or financial institution may require additional time to post the refund to your account. If you have not received your refund within the stated timeframe, we encourage you to first check with your bank or card issuer before contacting us.

8. Exchange Policy

Due to the perishable nature of food products, traditional item exchanges are generally not applicable. However, Pizza Luce offers the following alternatives in lieu of a monetary refund in qualifying situations:

• Order Replacement: If an incorrect item was delivered and we are able to prepare and deliver the correct item within a reasonable time, we will offer to send the correct order at no additional charge.
• Store Credit: In cases where a full monetary refund is not possible or practical, we may issue store credit equivalent to the value of the affected item(s). Store credit can be applied to a future order through our website.
• Complimentary Item: For minor issues or as a gesture of goodwill, we may offer a complimentary item on a future order.

Exchanges or replacements are subject to availability and operational hours. We cannot guarantee the availability of specific menu items at all times.

9. Cancellation Policy

We understand that circumstances change, and we will do our best to accommodate cancellation requests. However, because food preparation begins almost immediately after an order is placed, our cancellation window is very limited.

9.1 Order Cancellation Before Preparation

If you wish to cancel your order, please contact us within 5 minutes of placing it. Cancellations requested within this window will receive a full refund processed through the original payment method.

9.2 Order Cancellation After Preparation Has Begun

Once our kitchen has begun preparing your order, cancellations are generally not accepted. At this stage, we are unable to issue a refund for a change of mind. However, if there is a compelling reason for the cancellation, please contact us and we will review the situation on a case-by-case basis.

9.3 Cancellation Due to Our Error

If Pizza Luce needs to cancel your order for any reason (e.g., item unavailability, operational issue, delivery zone restriction not identified at checkout), you will receive a full refund within the applicable processing timeframe listed in Section 7. We will notify you promptly in such cases.

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 concern is thoroughly reviewed.

Step 1: Internal Escalation

Contact us at [email protected] and clearly state that you wish to escalate your refund dispute. Please reference your original request and explain why you believe the initial decision was incorrect. A senior member of our team will review your case within 3 business days.

Step 2: Formal Written Complaint

If the escalation does not resolve your concern, you may submit a formal written complaint to us. This complaint should include all relevant documentation, including order details, prior communications, and any evidence supporting your claim. We will respond to formal complaints within 5 business days.

Step 3: External Remedies

If you remain unsatisfied after exhausting our internal process, you have the right to pursue the following external remedies:

• Credit Card Chargeback: You may contact your bank or credit card issuer to initiate a chargeback under applicable card network rules.
• FTC Complaint: You may file a complaint with the Federal Trade Commission at ftc.gov for consumer protection matters.
• State Consumer Protection Agency: Depending on your state of residence, you may contact your local state attorney general's office or consumer protection bureau.
• Small Claims Court: For disputes involving amounts within your jurisdiction's small claims threshold, you may seek resolution through your local small claims court.

Pizza Luce is committed to resolving all disputes in good faith and in accordance with applicable law. We encourage customers to contact us directly before pursuing external remedies, as we strive to resolve all issues amicably.

11. Consumer Rights Under Applicable Law

Nothing in this Refund Policy limits or waives any statutory rights you may have under applicable United States federal or state law. Under the FTC Act and related consumer protection regulations, you have the right to receive goods and services as described and to fair resolution of legitimate complaints. Residents of certain states may have additional rights under state-specific consumer protection statutes.

If you believe your rights under applicable law have not been respected, we encourage you to reach out to us directly or consult with a qualified legal professional or your state's consumer protection authority.

12. Changes to This Refund Policy

Pizza Luce reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on our website at luces-pizza.top with an updated effective date. Your continued use of our services following any changes constitutes your acceptance of the revised policy. We encourage you to review this page periodically to stay informed of our current practices.

13. Contact Information for Refund Requests

For all refund requests, questions, or concerns related to this policy, please contact us using the following information: