Refund Policy

Effective Date: May 14, 2026 | Last Updated: May 14, 2026

1. Introduction

At Pizza Luce, customer satisfaction is at the heart of everything we do. We take great pride in preparing fresh, high-quality food and delivering an exceptional dining experience — whether you are ordering online, by phone, or dining in with us. We understand, however, that there are occasions when something may not meet your expectations, and we are committed to addressing those situations fairly and promptly.

This Refund Policy explains the circumstances under which you may be eligible for a refund, how to request one, the timeframes involved, and how disputes are handled. This policy applies to all orders placed through our website pizzaluce-meal.rest, third-party delivery platforms where Pizza Luce is listed, phone orders, and in-person purchases at our location.

This policy is governed by applicable United States consumer protection laws, including regulations enforced by the Federal Trade Commission (FTC) under the FTC Act, as well as any applicable state consumer protection statutes.

2. Eligibility Conditions for Refunds

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

• Incorrect Order: You received a food item or order that does not match what you ordered (e.g., wrong toppings, wrong size, wrong item entirely).
• Missing Items: Part of your order was not included in the delivery or pickup bag, and you can confirm the item(s) are absent.
• Food Quality Issues: The food you received was undercooked, overcooked, spoiled, or otherwise unfit for consumption at the time of delivery or pickup.
• Allergic or Dietary Concerns: An ingredient was included in your order that you specifically requested to be excluded due to an allergy or dietary restriction, and this was clearly noted at the time of ordering.
• Significant Delivery Delay: Your order arrived significantly later than the estimated delivery time (generally more than 45 minutes beyond the stated estimate), resulting in the food being cold, inedible, or otherwise unacceptable.
• Duplicate Charges: You were charged more than once for the same order due to a technical error on our ordering platform.
• Order Not Delivered: Your order was confirmed and charged but never arrived at your specified delivery address.

We reserve the right to assess each refund request on a case-by-case basis. Supporting evidence such as photographs of the food, screenshots of the order confirmation, or a detailed description of the issue may be required to process your request.

3. Timeframes for Refund Requests

To ensure your refund request can be properly reviewed and investigated, please submit your request within the following timeframes:

Requests submitted outside these timeframes may not be eligible for a refund. We strongly encourage customers to inspect their orders upon receipt and contact us as soon as any issue is identified.

4. Non-Refundable Items and Situations

The following situations are generally not eligible for a refund:

• Change of Mind: Refunds are not issued simply because you changed your mind after placing an order, as food is prepared fresh upon order confirmation.
• Partially Consumed Orders: If you have consumed more than a small portion of the food item (generally more than 25%), a full refund will not be issued. A partial refund may be considered depending on the circumstances.
• Incorrect Address Provided by Customer: If your order was delivered to the wrong address because you provided incorrect delivery information, we are not responsible for a refund.
• Customization Errors by Customer: If you made an error when customizing your order (e.g., selecting the wrong toppings or size) and the order was prepared correctly according to your selections, a refund will not be issued.
• Delayed Pickup: If you placed a pickup order and did not collect it within a reasonable time (generally 30 minutes after the ready time), resulting in the food becoming cold or stale, we are not liable for a refund.
• Third-Party Platform Issues: Orders placed through third-party delivery apps (e.g., DoorDash, Uber Eats, Grubhub) are subject to those platforms' own refund policies. Please contact the respective platform directly for refunds on such orders.
• Promotional or Complimentary Items: Free or complimentary items provided as part of a promotion are not eligible for refund or exchange.
• Gift Cards and Store Credit: Purchased gift cards and store credit are non-refundable and cannot be exchanged for cash.

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

If you believe you are eligible for a refund, please follow these steps:

1. Step 1 – Contact Us Promptly: Reach out to our customer support team as soon as possible after identifying the issue. You can contact us via:
   • Email: [email protected]
   • Website: pizzaluce-meal.rest
2. Step 2 – Provide Your Order Details: Include the following information in your refund request:
   • Full name and contact information
   • Order number or confirmation number
   • Date and time the order was placed
   • Description of the issue
   • The specific item(s) involved
3. Step 3 – Submit Supporting Evidence: Where applicable, attach photographs clearly showing the issue (e.g., incorrect item, food quality problem). Clear photographic evidence significantly helps us process your request faster.
4. Step 4 – Await Review: Our team will review your request and may follow up with additional questions. We aim to acknowledge all refund requests within 1 business day.
5. Step 5 – Receive Resolution: Once your request has been reviewed and approved, we will notify you of the outcome via email. If approved, the refund will be processed according to the timeframes outlined in Section 6 below.

6. Refund Processing Times by Payment Method

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

Please note that processing times are estimates and may vary depending on your financial institution. Pizza Luce is not responsible for delays caused by banks or payment processors once the refund has been initiated on our end.

7. Partial Refunds

In certain circumstances, a partial refund may be issued rather than a full refund. Situations where a partial refund may apply include:

• Only a portion of your order was incorrect or unsatisfactory while the remainder was acceptable.
• You consumed a significant portion of the food item before identifying the issue.
• A minor customization error occurred that did not significantly impact the overall meal.
• A delivery delay occurred but the food was still in acceptable condition upon arrival.

The amount of a partial refund will be determined at our discretion based on the nature and extent of the issue, as well as the value of the affected items relative to the total order amount. We will communicate the proposed partial refund amount to you before processing it.

8. Exchange Policy

Because our food products are freshly prepared and perishable, traditional exchanges are generally not feasible once an order has been delivered. However, we do offer the following options in appropriate circumstances:

• Order Replacement: If you received an entirely incorrect order, we may offer to prepare and deliver a replacement order at no additional charge, subject to availability and your proximity to our location. Replacement orders are offered at our discretion.
• Store Credit: In lieu of a monetary refund, we may offer store credit of equivalent or greater value, which can be applied toward a future order on pizzaluce-meal.rest.
• In-Store Resolution: For customers who placed a pickup order, we may be able to address the issue immediately by replacing the incorrect or unsatisfactory item at the time of your return to the store, subject to availability.

Exchanges or replacements are not available for orders placed through third-party delivery platforms. Please contact the respective platform for assistance in those cases.

9. Cancellation Policy

Because food at Pizza Luce is prepared fresh immediately after an order is confirmed, our ability to accommodate order cancellations is limited:

• Cancellation Within 5 Minutes of Ordering: If you contact us within 5 minutes of placing your order and the food preparation has not yet begun, we may be able to cancel your order and issue a full refund.
• Cancellation After 5 Minutes: Once food preparation has begun (typically within 5 minutes of order confirmation), we are unable to cancel the order or issue a refund for cancellation.
• Scheduled Orders: If you placed a scheduled or advance order, cancellations must be requested at least 30 minutes before the scheduled preparation time to be eligible for a full refund.
• Catering or Large Group Orders: Cancellations of catering or large group orders must be submitted at least 24 hours in advance. Cancellations received with less than 24 hours' notice may be subject to a cancellation fee of up to 25% of the total order value to cover preparation costs already incurred.

To request a cancellation, please contact us immediately by email at [email protected] or through our website at pizzaluce-meal.rest.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request or believe your concern has not been adequately addressed, you may pursue the following steps:

1. Internal Escalation: Request that your case be escalated to a senior member of our customer service team or management. You can do this by replying to the email thread associated with your original refund request or by emailing [email protected] with the subject line "Refund Escalation – [Your Order Number]."
2. Written Complaint: Submit a formal written complaint to us at our business email address. We will respond to formal written complaints within 5 business days with a detailed explanation of our decision.
3. Credit Card Chargeback: If you paid by credit or debit card and believe a charge was made in error or that our response was inadequate, you have the right to contact your card issuer to initiate a chargeback. We encourage you to attempt to resolve the issue with us first before initiating a chargeback.
4. FTC Complaint: Under the FTC Act, you have the right to report unresolved consumer issues to the Federal Trade Commission at www.ftc.gov or by calling 1-877-FTC-HELP (1-877-382-4357).
5. State Consumer Protection Agency: Depending on your state of residence, you may also have the right to file a complaint with your state attorney general's office or state consumer protection agency.
6. Small Claims Court: For disputes involving monetary amounts within the jurisdictional threshold of small claims court in your state, you may choose to pursue a claim through the appropriate small claims court.

We genuinely value every customer relationship and will make every reasonable effort to resolve disputes amicably before formal escalation becomes necessary.

11. Consumer Rights Under United States Law

Nothing in this Refund Policy limits or waives any rights you may have under applicable United States federal or state consumer protection laws. Under the FTC Act, consumers are protected against unfair or deceptive practices in commerce. If you are a California resident, you may also have rights under the California Consumer Privacy Act (CCPA/CPRA) regarding your personal information used in connection with refund processing. For more information about your privacy rights, please review our Privacy Policy at pizzaluce-meal.rest.

12. Amendments to This Policy

Pizza Luce reserves the right to update or modify this Refund Policy at any time. Changes will be effective upon posting to our website at pizzaluce-meal.rest. We encourage you to review this policy periodically. Continued use of our services after any changes constitutes your acceptance of the revised policy. The effective date at the top of this page will reflect the most recent update.

13. Contact Information

If you have any questions, concerns, or wish to submit a refund request, please do not hesitate to contact our customer support team: