Refund Policy

Effective Date: May 22, 2026 | Last Updated: May 22, 2026

1. Introduction

Pizza Luce ("we," "us," or "our") operates the website lucepizza-eat.digital and provides food ordering and delivery services to customers across the United States. We take pride in the quality of our food and the experience we deliver to every customer. However, we understand that issues may occasionally arise. This Refund Policy outlines the circumstances under which we will issue refunds, the process for requesting them, and the applicable timelines.

By placing an order through our website or any affiliated platform, you agree to the terms of this Refund Policy. If you do not agree with any part of this policy, please refrain from completing your purchase.

This policy is governed by applicable United States federal and state consumer protection laws, including the Federal Trade Commission Act (FTC Act), which prohibits unfair or deceptive practices in commerce.

2. Eligibility Conditions for Refunds

We evaluate refund requests on a case-by-case basis. A refund may be issued under the following circumstances:

• Incorrect Order: You received items that were different from what you ordered (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 delivered was undercooked, spoiled, contaminated, or otherwise unfit for consumption upon delivery.
• Significant Delay: Your order was delivered significantly later than the estimated delivery time provided at checkout, and the food quality was compromised as a result.
• Duplicate Charge: Your payment method was charged more than once for the same order due to a technical error on our platform.
• Order Not Delivered: Your order was confirmed and charged but never delivered and was not available for pickup.
• Allergic Reactions Due to Incorrect Preparation: You notified us of a specific food allergy at the time of ordering, and the item was prepared in a manner inconsistent with your stated allergy requirements.

To be eligible for a refund, you must submit your request within the applicable timeframe described in Section 3 below and provide sufficient evidence to support your claim.

3. Timeframes for Refund Requests

Refund requests must be submitted within the following timeframes from the time of delivery or scheduled pickup:

Requests submitted outside these timeframes may be reviewed at our sole discretion but are not guaranteed to be honored. We strongly encourage customers to inspect their orders upon receipt and contact us immediately if any issue is identified.

4. Non-Refundable Items and Services

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

• Change of Mind: Orders that have already been prepared or dispatched for delivery will not be refunded simply because you changed your mind or no longer want the food.
• Correctly Fulfilled Orders: If your order was prepared correctly and delivered in good condition, no refund will be issued based on personal taste preferences.
• Customer Error: Refunds will not be granted for incorrect orders resulting from errors made by the customer during the ordering process (e.g., selecting the wrong size, toppings, or delivery address).
• Delivery Fees: Delivery fees are generally non-refundable unless the order was not delivered at all due to our error.
• Promotional Items or Free Add-ons: Complimentary items or items provided as part of a promotional offer are not eligible for refunds.
• Gift Cards and Promotional Codes: Purchases of gift cards or redemptions of promotional discount codes are non-refundable.
• Partially Consumed Food: Refunds will not be issued for food that has been substantially consumed before a complaint is raised, unless a genuine quality or safety concern existed upon opening.

5. How to Request a Refund

Follow these steps to submit a refund request with Pizza Luce:

1. Step 1 — Document the Issue: Take clear photographs or screenshots of the incorrect, missing, or unsatisfactory item(s). Note your order number, the date and time of the order, and a description of the problem.
2. Step 2 — Contact Us: Reach out to our customer support team via one of the following methods:
   • Email: [email protected]
   • Website: lucepizza-eat.digital
3. Step 3 — Provide Required Information: In your refund request, include the following:
   • Full name and contact information
   • Order number or confirmation email
   • Date and time of the order
   • Description of the issue
   • Supporting photographs or evidence
   • Your preferred resolution (full refund, partial refund, replacement, or store credit)
4. Step 4 — Await Confirmation: Our team will acknowledge your refund request within 1–2 business days of receipt.
5. Step 5 — Review and Decision: We will investigate your claim and notify you of our decision within 3–5 business days. Additional information may be requested during this process.
6. Step 6 — Refund Issued: If your refund is approved, we will process it using the method described in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to reflect in your account will depend on the original payment method used:

Please note that while we process refunds promptly on our end, the actual time for funds to appear in your account is also subject to your bank's or payment processor's policies. Pizza Luce is not responsible for delays caused by third-party financial institutions.

7. Partial Refunds

In certain situations, we may issue a partial refund rather than a full refund. Partial refunds may apply when:

• Only some items in your order were affected by an error, while others were prepared correctly.
• The food quality was partially unsatisfactory, but a portion of the order was acceptable.
• An order was significantly delayed but ultimately delivered and partially consumed.
• A discount, promotional code, or store credit was already applied to the original order.
• The customer contributed to the issue through partial error in the order submission (e.g., incomplete address leading to partial delivery).

The amount of a partial refund will be calculated based on the value of the affected items as listed on your order confirmation. Our customer service team will communicate the refund amount clearly prior to processing.

8. Exchange Policy

Because Pizza Luce sells perishable food products, traditional exchanges (returning an item and receiving a new one in its place) are generally not practical. However, we do offer the following alternatives as part of our customer satisfaction commitment:

• Replacement Order: If your order was incorrect or contained a significant quality issue, we may offer to send a replacement order at no additional charge. Replacement orders are subject to availability and operating hours.
• Store Credit: In lieu of a cash refund, we may offer store credit equal to the value of the affected item(s), which can be applied to a future order placed on lucepizza-eat.digital.
• Item Re-preparation: For pickup orders, if you are able to return to our location, we may offer to re-prepare the incorrect item on the spot, subject to kitchen availability.

Exchanges or replacements are offered at our discretion and based on the nature of the complaint. Our team will work with you to identify the most appropriate resolution.

9. Cancellation Policy

We understand that plans can change. However, due to the nature of freshly prepared food, our ability to accommodate cancellations is limited once preparation has begun.

9.1 Cancellations Before Preparation

If you wish to cancel an order, please contact us immediately after placing the order. If your order has not yet entered the preparation stage, we will cancel it and issue a full refund. You can request a cancellation by:

• Emailing us at [email protected]
• Using the order management features available on lucepizza-eat.digital

9.2 Cancellations After Preparation Has Begun

Once your order has entered the preparation stage or has been dispatched for delivery, it cannot be cancelled. In such cases:

• No refund will be issued for a change of mind.
• If there is a legitimate issue with the order upon receipt, you may still submit a refund request under the terms outlined in Section 5.

9.3 Cancellations Due to Unavailability

In rare circumstances, Pizza Luce may need to cancel your order due to ingredient unavailability, unexpected closures, or technical issues. In such cases, you will be notified as soon as possible, and a full refund will be issued automatically within 3–5 business days.

10. Dispute Resolution Process

We are committed to resolving all customer concerns fairly and efficiently. If you are dissatisfied with the outcome of your refund request, you may escalate the matter through the following process:

10.1 Internal Escalation

If you believe your refund request was handled incorrectly or unfairly, you may escalate your complaint by sending a detailed written explanation to [email protected] with the subject line: "Refund Dispute — [Your Order Number]". A senior member of our team will review your case and respond within 5 business days.

10.2 Third-Party Payment Disputes (Chargebacks)

You have the right to dispute a charge with your bank or credit card issuer if you believe a transaction was unauthorized or if we have failed to resolve a legitimate complaint. However, we encourage customers to contact us directly before initiating a chargeback, as we can often resolve issues more quickly through our internal process.

Please note that initiating a chargeback while a refund request is already being processed by our team may complicate and delay the resolution of your case.

10.3 Consumer Protection Agencies

If you are not satisfied with our resolution, you have the right to file a complaint with:

• The Federal Trade Commission (FTC): www.ftc.gov — for unfair or deceptive trade practices under the FTC Act.
• Your State Attorney General's Office — for state-level consumer protection concerns.
• The Better Business Bureau (BBB): www.bbb.org — for informal dispute mediation.

10.4 Governing Law and Arbitration

This Refund Policy and any disputes arising from it shall be governed by the laws of the United States and the state in which Pizza Luce operates. Any disputes not resolved through internal escalation may be subject to binding arbitration in accordance with our Terms of Service, to the extent permitted by applicable law.

11. Fraud Prevention

Pizza Luce reserves the right to refuse refunds or flag accounts in cases where we reasonably suspect fraudulent activity, including but not limited to:

• Repeated refund requests from the same customer or device without valid justification.
• Claims that are inconsistent with order records or delivery confirmation data.
• Abuse of promotional codes or discount programs.

Customers found to be engaging in refund fraud may have their accounts suspended and may be reported to relevant authorities in accordance with applicable law.

12. Policy Updates

Pizza Luce reserves the right to update or modify this Refund Policy at any time. Changes will be effective immediately upon posting to lucepizza-eat.digital. We encourage customers to review this policy periodically. Continued use of our services following any changes constitutes acceptance of the revised policy.

13. Contact Information

For all refund requests, questions, or concerns related to this policy, please contact our customer support team using the details below: