Refund Policy

Last Updated: June 4, 2026

1. Introduction

At Pizza Luce, we are committed to delivering high-quality food and an outstanding customer experience. We understand that issues can occasionally arise with food orders, and we strive to resolve any concerns quickly and fairly. This Refund Policy outlines your rights and our obligations regarding refunds, cancellations, exchanges, and disputes for orders placed through our website at meal-pizzaluce.click.

This policy is governed by applicable United States federal and state consumer protection laws, including the Federal Trade Commission Act (FTC Act) and applicable state laws governing food service and e-commerce transactions. We encourage all customers to review this policy before completing a purchase.

2. Eligibility Conditions for Refunds

Pizza Luce will consider refund requests under the following conditions:

• Incorrect Order: You received items that are different from what you ordered. For example, you ordered a veggie pizza but received a meat pizza.
• Missing Items: One or more items from your order were not included in your delivery or pickup.
• Poor Food Quality: The food you received was spoiled, undercooked, overcooked, or otherwise not meeting reasonable standards of quality and safety.
• Food Safety Concerns: You believe the food you received poses a health or safety risk, including the presence of foreign objects, allergens not disclosed in the menu, or signs of contamination.
• Non-Delivery: Your order was never delivered within the stated delivery window, and there is no reasonable explanation for the delay.
• Significant Delay: Your order arrived substantially later than the estimated delivery time and the food quality was compromised as a result.
• Duplicate Charges: You were charged more than once for the same order due to a technical or payment processing error.

Refund eligibility will be assessed on a case-by-case basis. Pizza Luce reserves the right to request supporting evidence, such as photographs of the food or order, before approving any refund.

3. Timeframes for Refund Requests

To be considered for a refund, you must submit your refund request within the following timeframes:

Requests submitted outside these windows may not be eligible for a refund at our sole discretion. We strongly encourage customers to inspect their orders immediately upon receipt.

4. Non-Refundable Items and Services

The following are generally not eligible for refunds:

• Orders that have been fully and correctly prepared and delivered as specified, where the customer has simply changed their mind.
• Customized or special-request items that were prepared exactly as ordered by the customer.
• Delivery fees, service fees, or platform convenience charges, unless the order was not delivered at all.
• Promotional or discounted items offered at a significantly reduced price, unless they fail to meet quality standards.
• Tips or gratuities added at the time of checkout.
• Orders that were picked up in-store and fully consumed before a complaint is raised.
• Refund requests based solely on subjective taste preferences, provided the food was prepared correctly and safely.
• Orders that have been partially consumed when the complaint does not relate to a food safety issue.

5. How to Request a Refund

To submit a refund request, please follow these steps:

1. Step 1 – Gather Your Information: Before contacting us, please have your order confirmation number, the date and time of your order, a description of the issue, and any supporting photographs ready.
2. Step 2 – Contact Us: Reach out to our customer support team through one of the following channels:
   • Email: [email protected]
   • Website: meal-pizzaluce.click
3. Step 3 – Describe the Issue: Clearly explain the nature of your complaint. Include your full name, order number, contact information, and a detailed description of the problem. Attach any photos or documentation that supports your claim.
4. Step 4 – Await Review: Our customer service team will review your request within 2 to 3 business days. We may contact you for additional information or clarification if needed.
5. Step 5 – Receive a Decision: Once our review is complete, we will notify you of our decision by email. If your refund is approved, we will initiate the refund to your original payment method or offer an alternative resolution such as store credit or a replacement order.

6. Refund Processing Times by Payment Method

Once a refund has been approved, processing times vary depending on your payment method:

Please note that while we process refunds promptly on our end, the actual time it takes for funds to appear in your account may vary depending on your bank or financial institution. Pizza Luce is not responsible for delays caused by third-party payment processors or financial institutions.

7. Partial Refunds

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

• Only some items in an order were missing, incorrect, or unsatisfactory.
• The food quality was partially compromised (e.g., one pizza in a multi-item order did not meet standards, but the rest of the order was satisfactory).
• A significant portion of the order was consumed before the complaint was raised, suggesting partial satisfaction.
• The customer accepted a partial substitute or replacement for part of their order.
• A promotional discount was applied to the order, and the refund will reflect the actual amount paid for the affected item.

The amount of any partial refund will be determined by our customer service team based on the specific circumstances of each case. We will always aim to provide a fair and proportional resolution.

8. Exchange Policy

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

• You received the wrong items and the correct items can be prepared and delivered within a reasonable timeframe.
• A food quality issue is identified and we are able to prepare a fresh replacement promptly.
• You prefer a replacement order over a monetary refund for missing items.

Replacement orders are subject to availability and our current operating hours. We will communicate an estimated time for any replacement delivery. If a replacement is not feasible — for example, if our kitchen is closed or the item is no longer available — we will default to a monetary refund or store credit at your preference.

Please note that exchanges and replacements are offered at the sole discretion of Pizza Luce and are not guaranteed in every situation.

9. Cancellation Policy

We understand that plans change, and we will do our best to accommodate cancellation requests. However, due to the nature of food preparation, our ability to cancel an order is time-sensitive.

9.1 Cancellation Before Preparation Begins

If you contact us within 5 minutes of placing your order and food preparation has not yet begun, we will cancel your order and issue a full refund to your original payment method. To cancel, please contact us immediately by email at [email protected].

9.2 Cancellation After Preparation Has Begun

Once food preparation has commenced, we are unable to cancel your order, and no refund will be issued unless there is a verifiable issue with the food upon delivery. If you attempt to cancel after preparation has started, we may offer store credit as a goodwill gesture at our discretion.

9.3 Cancellation Due to Delivery Issues

If we are unable to deliver your order due to circumstances within our control (such as delivery driver unavailability or kitchen errors), we will offer you a full refund or the option to reschedule your delivery at no additional charge.

9.4 Force Majeure Cancellations

In the event of circumstances beyond our reasonable control — including but not limited to severe weather, natural disasters, public health emergencies, or power outages — Pizza Luce reserves the right to cancel orders. In such cases, we will issue a full refund or store credit, depending on your preference and the circumstances involved.

10. Dispute Resolution Process

If you are not satisfied with our response to your refund request, you have the following options for dispute resolution:

10.1 Internal Escalation

You may request that your complaint be escalated to a senior member of our customer service team. Please send an email to [email protected] with the subject line "Escalation Request – [Your Order Number]" and we will ensure your case is reviewed by a team leader within 3 to 5 business days.

10.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute charges with your credit card company or bank under the Fair Credit Billing Act (FCBA). If you believe you have been charged incorrectly or fraudulently, you may contact your financial institution to initiate a chargeback. We encourage you to attempt to resolve the issue directly with us first, as chargebacks can result in delays and additional complications.

10.3 FTC and Consumer Protection Agencies

If you believe your consumer rights have been violated, you may file a complaint with:

• The Federal Trade Commission (FTC): www.ftc.gov or 1-877-382-4357
• Your State Attorney General's Office
• The Better Business Bureau (BBB): www.bbb.org

10.4 Informal Mediation

For disputes that cannot be resolved through our internal process, both parties agree to attempt good-faith informal mediation before pursuing any formal legal action. Either party may initiate this process by providing written notice to the other party detailing the nature of the dispute and the resolution sought.

11. Consumer Rights Under U.S. Law

Nothing in this Refund Policy is intended to limit or waive any rights you may have as a consumer under applicable United States federal or state law. This includes your rights under:

• The Federal Trade Commission Act, which prohibits unfair or deceptive acts or practices in commerce.
• The Fair Credit Billing Act (FCBA), which provides protections for credit card billing disputes.
• The Electronic Fund Transfer Act (EFTA), which provides protections for debit card and electronic payment transactions.
• Applicable state consumer protection statutes, which may provide additional rights depending on your state of residence.

If you are a California resident, you may also have additional rights under the California Consumer Privacy Act (CCPA/CPRA) regarding your personal data used in connection with your order and refund request.

12. Policy Amendments

Pizza Luce reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on our website at meal-pizzaluce.click with a revised "Last Updated" date. We encourage customers to review this policy periodically. Continued use of our services after any modifications constitutes acceptance of the updated policy.

13. Contact Information for Refund Requests

For all refund inquiries, cancellation requests, or customer service issues, please contact us using the details below: