Refund Policy

At Pizza Luce, we are committed to delivering a satisfying dining experience with every order. We understand that occasionally issues may arise, and this Refund Policy outlines your rights and our obligations when it comes to refunds, cancellations, and exchanges. Please read this policy carefully before placing your order.

This policy applies to all orders placed through our website pizzluce.click, by phone, or through any authorized third-party delivery platforms associated with Pizza Luce. By placing an order with us, you agree to the terms outlined in this Refund Policy.

1. Our Commitment to Customer Satisfaction

Pizza Luce takes pride in the quality of our food and service. Every order is prepared with fresh ingredients and care. However, we recognize that mistakes can happen — whether it's an incorrect order, a quality issue, or a delivery problem. In such cases, we are committed to making things right for our customers in a fair and timely manner.

Our refund policy is governed by applicable United States consumer protection laws, including guidelines set forth by the Federal Trade Commission (FTC) Act, which protects consumers against unfair or deceptive business practices. We encourage all customers to contact us directly so we can resolve any issues quickly and efficiently.

2. Eligibility Conditions for Refunds

A refund may be issued under the following conditions:

• Incorrect Order: You received items that are different from what you ordered (e.g., wrong pizza toppings, wrong size, or missing items).
• Food Quality Issues: The food you received was undercooked, overcooked, spoiled, or otherwise unfit for consumption upon delivery or pickup.
• Allergic Reactions Due to Our Error: If you clearly specified an allergy or dietary restriction and we failed to accommodate it correctly, resulting in the wrong ingredients being included.
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Duplicate Charges: Your payment method was charged more than once for the same order.
• Order Never Received: Your order was confirmed and paid for but never arrived (for delivery orders only).
• Significant Delay: Your order was delivered significantly later than the estimated time communicated at the time of ordering, and the food was no longer acceptable in quality.

To be eligible for a refund, you must contact us within the timeframe specified in Section 3 below and provide sufficient information and documentation to support your claim.

3. Timeframes for Refund Requests

We understand that food-related issues need to be addressed promptly. The following timeframes apply to refund requests:

Requests submitted outside these timeframes may not be eligible for a full refund. We encourage you to inspect your order immediately upon receipt and contact us as soon as possible if there is an issue.

4. Non-Refundable Items and Services

The following situations are generally not eligible for refunds:

• Orders that were correctly prepared according to the specifications submitted at the time of ordering, where the customer simply changed their mind after preparation began.
• Food that was consumed, partially consumed, or significantly altered before a complaint was raised (except in cases of genuine quality or safety issues).
• Dissatisfaction with taste preferences when the order was prepared correctly as requested.
• Delivery delays caused by circumstances beyond our control, including but not limited to severe weather, traffic conditions, or third-party courier delays.
• Orders where incorrect delivery address information was provided by the customer.
• Promotional items, complimentary add-ons, or items provided as part of a discount or offer.
• Service fees, delivery fees, and platform convenience fees charged by third-party delivery services.
• Customization requests that were honored correctly but did not meet the customer's expectations after the fact.

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

Requesting a refund with Pizza Luce is a straightforward process. Please follow the steps below:

1. Step 1 — Contact Us Promptly: Reach out to our customer support team as soon as you identify the issue. You can contact us via email at [email protected] or by visiting our website at pizzluce.click.
2. Step 2 — Provide Your Order Details: Include your full name, order number, date and time of the order, and the contact information used when placing the order.
3. Step 3 — Describe the Issue: Clearly explain the problem you experienced. Be as specific as possible — mention which items were affected and describe the issue in detail.
4. Step 4 — Submit Supporting Evidence: Where applicable, please attach photographs of the incorrect or unsatisfactory items. This helps us assess your claim quickly and accurately.
5. Step 5 — Await Our Response: Our team will review your request and respond within 1–2 business days. We may ask follow-up questions to better understand your situation.
6. Step 6 — Refund Decision: Once your claim is reviewed and approved, we will notify you of the refund amount and the method by which it will be returned to you.
7. Step 7 — Refund Processed: Your refund will be processed within the timeframes indicated in Section 6, depending on your original payment method.

6. Refund Processing Times by Payment Method

Once a refund is approved, the time it takes to appear in your account depends on the payment method used at checkout:

Please note that while we process refunds on our end promptly, the actual time for funds to appear in your account is subject to your bank's or payment provider's policies, which are outside our control.

7. Partial Refunds

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

• Only certain items in an order were affected by a quality issue or were missing, while the remainder of the order was correct and satisfactory.
• The food quality issue was minor and did not render the entire order unusable.
• A portion of the order was consumed before the issue was discovered.
• A delivery delay affected only a portion of the items ordered (e.g., some items arrived cold while others were acceptable).
• A coupon, promotional discount, or loyalty reward was applied to the original order, and the refund will reflect only the amount actually paid.

The decision to issue a partial refund is made at the discretion of Pizza Luce's customer service team, taking into account the specifics of each case. We aim to be fair and reasonable in all partial refund assessments.

8. Cancellation Policy

We begin preparing your order almost immediately after it is confirmed. As a result, our ability to cancel an order is limited once preparation has started.

8.1 Online Orders

If you placed an order through pizzluce.click and need to cancel it, you must contact us within 5 minutes of placing the order. After this window, your order may already be in preparation and a full refund cannot be guaranteed.

8.2 Phone Orders

Cancellations for phone orders must be requested immediately by calling us back at the same number you used to place your order. Cancellation is only possible if preparation has not yet begun.

8.3 Catering and Large Group Orders

For catering orders or large group orders placed in advance, the following cancellation terms apply:

9. Exchange Policy

In lieu of a monetary refund, Pizza Luce may offer an exchange or replacement in the following situations:

• An incorrect item was delivered — we will remake and deliver the correct item at no additional charge, subject to availability and timing.
• A food quality issue is identified — we may offer to replace the affected item with a freshly prepared version.
• A missing item from your order — we will dispatch the missing item as soon as reasonably possible or offer it as store credit toward your next order.

Exchanges are available for delivery and pickup orders. For delivery orders, the replacement item will be sent out as quickly as possible. Please note that replacement delivery is subject to our operating hours and delivery zone limitations.

If you prefer a monetary refund over a replacement, please specify this when contacting our customer service team and we will do our best to accommodate your preference.

10. Dispute Resolution Process

We hope that any issue you experience with Pizza Luce can be resolved quickly and amicably through direct communication. If, however, you are not satisfied with our response to your refund request, you may pursue the following steps:

10.1 Escalation Within Pizza Luce

If your initial refund request is denied or you disagree with the decision, you may request an escalation to a senior member of our customer service team by emailing [email protected] with the subject line "Refund Dispute — Escalation Request." Please include your original complaint reference number and any additional information to support your case.

10.2 Third-Party Mediation

If the dispute cannot be resolved through internal escalation, both parties agree to attempt resolution through good-faith mediation before pursuing any formal legal action. The costs of mediation will be shared equally unless otherwise agreed.

10.3 Chargeback Rights

As a consumer in the United States, you may have the right to initiate a chargeback through your credit card issuer or bank if you believe you have been charged incorrectly. We encourage you to contact us first, as chargebacks can be a lengthy process. However, we fully respect your right to pursue this option under applicable U.S. consumer protection laws and FTC guidelines.

10.4 Government Consumer Protection Agencies

You also have the right to file a complaint with the Federal Trade Commission (FTC) at ftc.gov/complaint or with your state's Attorney General office if you believe your consumer rights have been violated.

11. Special Circumstances

11.1 Force Majeure

Pizza Luce shall not be held liable for delays or failures in delivery or service resulting from circumstances beyond our reasonable control, including natural disasters, pandemics, extreme weather events, power outages, or civil disturbances. In such cases, we will do our best to communicate proactively and offer reasonable solutions including store credit or rescheduling where possible.

11.2 Third-Party Delivery Platforms

If your order was placed through a third-party delivery platform (such as DoorDash, Uber Eats, or Grubhub), please note that refund policies may vary based on the platform's own terms and conditions. For orders placed through third-party platforms, we recommend contacting the platform directly for refund assistance, as they process the payment on their end. However, we are always willing to cooperate with their investigations and support our customers' claims.

12. Contact Information for Refund Requests

If you need to request a refund, ask a question about this policy, or need assistance with an order, please reach out to us through the following channels:

13. 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 pizzluce.click with an updated effective date. We encourage you to review this policy periodically to stay informed of any updates. Continued use of our services after a policy change constitutes acceptance of the revised terms.

If we make material changes to this policy that significantly affect your rights as a consumer, we will make reasonable efforts to notify you via email or a prominent notice on our website prior to the change taking effect.

This Refund Policy was last updated on March 28, 2026. For questions or concerns, contact us at [email protected] or visit pizzluce.click.