Refund Policy

At Pizza Luce, we are committed to delivering exceptional food and an outstanding dining experience to every customer. We understand that sometimes orders may not meet your expectations, and we want to make the resolution process as straightforward as possible. Please read this Refund Policy carefully to understand your rights and our procedures regarding refunds, cancellations, and exchanges.

This policy applies to all orders placed through our website cafe-pizzaluce.rest, by phone, or in person at our establishment. By placing an order with Pizza Luce, you agree to the terms outlined in this policy.

1. Our Commitment to Customer Satisfaction

Pizza Luce takes pride in preparing fresh, high-quality food for every order. If you are not completely satisfied with your purchase, we encourage you to contact us promptly so we can work toward a satisfactory resolution. Our team is dedicated to addressing your concerns fairly and efficiently in accordance with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act and relevant state consumer protection regulations.

2. Eligibility Conditions for Refunds

Refunds may be issued under the following circumstances:

• Incorrect Order: You received a different item than what was ordered.
• Missing Items: One or more items from your order were not included.
• Food Quality Issues: The food was prepared incorrectly, was undercooked or overcooked, or was otherwise unacceptable upon delivery or pickup.
• Food Safety Concerns: The food contained foreign objects, allergens not disclosed at the time of ordering, or presented a genuine food safety concern.
• Delivery Failures: For delivery orders, the food was never delivered to the designated address.
• Significant Delay: The order was significantly delayed beyond the confirmed estimated time and the food quality was compromised as a result.

To be eligible for a refund, you must:

• Contact Pizza Luce within the applicable timeframe outlined in Section 3 below.
• Provide proof of purchase, such as an order confirmation number, receipt, or transaction ID.
• Provide a clear description of the issue, and where possible, photographic evidence of the problem.
• Have placed your order directly through cafe-pizzaluce.rest, by phone, or at our location (orders placed through third-party delivery platforms are subject to the refund policies of those respective platforms).

3. Timeframes for Refund Requests

Given the perishable nature of food products, refund requests must be submitted within strict timeframes:

Requests submitted outside these timeframes may not be eligible for a full refund. Pizza Luce reserves the right to evaluate late requests on a case-by-case basis at its sole discretion.

4. Non-Refundable Items and Services

The following items and scenarios are generally not eligible for refunds:

• Change of Mind: Refunds are not issued simply because you changed your mind about an order that was correctly prepared and delivered.
• Customer Error: Orders that were incorrectly placed due to customer error (wrong address entered, wrong items selected) are not eligible for a refund unless Pizza Luce can correct the issue before preparation begins.
• Partially Consumed Items: Food items that have been substantially consumed before a quality complaint is raised.
• Customized Special Orders: Highly customized orders prepared to specific customer specifications that were fulfilled as requested.
• Promotions and Discounted Items: Items purchased at a promotional or heavily discounted price may only be eligible for store credit rather than a cash refund, unless required otherwise by applicable law.
• Third-Party Platform Orders: Orders placed via third-party food delivery services (such as DoorDash, Uber Eats, Grubhub, etc.) — these must be resolved directly with those platforms under their own policies.
• Gift Cards and Store Credit: Gift cards and store credit are non-refundable and non-transferable for cash value.
• Delivery Fees: Delivery fees are generally non-refundable unless the order was not delivered at all.

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

To initiate a refund request, please follow the steps below:

1. Step 1 – Contact Us Promptly: Reach out to Pizza Luce as soon as possible within the applicable timeframe. You can contact us by:
   • Email: [email protected]
   • Website: cafe-pizzaluce.rest
2. Step 2 – Provide Your Order Information: Include the following details in your request:
   • Your full name
   • Order confirmation number or receipt
   • Date and time of the order
   • Items affected by the issue
   • A detailed description of the problem
3. Step 3 – Submit Supporting Evidence: If applicable, attach photographs or screenshots that clearly illustrate the issue (e.g., incorrect item, damaged packaging, food quality problem).
4. Step 4 – Await Review: Our customer service team will review your request and may follow up with additional questions. We aim to respond to all refund inquiries within 1–2 business days.
5. Step 5 – Receive Our Decision: We will notify you of the outcome of your refund request via the contact method you provided. If approved, we will inform you of the refund amount and processing timeline.

6. Refund Processing Times by Payment Method

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

7. Partial Refunds

In some situations, only a partial refund may be granted. These circumstances include, but are not limited to:

• Only a portion of the order was affected by an issue (e.g., one item out of a larger order was incorrect or missing).
• The food was partially consumed before the quality issue was identified.
• The order was substantially correct but had a minor preparation error that did not warrant a full refund.
• A promotional discount or coupon was applied to the original order — the refund will reflect the actual amount paid rather than the full retail value.
• Delivery fees may be excluded from partial refunds unless the delivery service itself was the cause of the issue.

The amount of any partial refund will be determined by Pizza Luce at its reasonable discretion based on the nature and extent of the issue reported. We are committed to ensuring fairness in all partial refund determinations.

8. Cancellation Policy

Pizza Luce prepares food fresh upon each order. As a result, our cancellation window is limited:

8.1 Online and Phone Orders

• Orders may be cancelled within 5 minutes of placement, provided that preparation has not yet commenced.
• If your order has already entered preparation, cancellation may not be possible, and no refund will be issued.
• To cancel an order, you must contact us immediately by phone or email with your order number.

8.2 Scheduled / Pre-Orders

• Scheduled orders (catering, large group orders, or pre-orders placed in advance) may be cancelled up to 24 hours before the scheduled pickup or delivery time for a full refund.
• Cancellations made between 12 and 24 hours in advance may be subject to a 50% cancellation fee.
• Cancellations made less than 12 hours before the scheduled time are non-refundable, as ingredients and preparation time will have already been committed.

8.3 In-Store Orders

• In-store orders, once placed with a team member and submitted to the kitchen, cannot be cancelled.
• If there is an issue with the prepared food, please refer to Sections 2 and 5 for the applicable refund request process.

9. Exchange Policy

In many cases, Pizza Luce may offer a replacement item or order correction as an alternative to a monetary refund. We will offer an exchange or replacement under the following conditions:

• The wrong item was delivered and the correct item can be prepared and delivered or made available for pickup within a reasonable time.
• An item was missing from the order and can be provided promptly.
• The food quality issue can be corrected by preparing a fresh replacement.

Exchanges and replacements are offered at Pizza Luce's discretion and subject to availability. If you prefer a monetary refund over an exchange and are eligible under this policy, we will honor that preference. Please indicate your preference when submitting your refund or complaint request.

10. Dispute Resolution Process

We hope that all concerns can be resolved amicably and efficiently through our standard refund request process outlined above. However, if you are unsatisfied with our initial decision, the following dispute resolution steps are available to you:

10.1 Internal Escalation

If you disagree with the outcome of your refund request, you may request an escalation by contacting us at [email protected] and asking to have your case reviewed by a senior manager. Please reference your original case or order number. We will review escalated disputes within 3–5 business days.

10.2 Chargeback Rights

You retain the right to dispute a charge with your credit card issuer or bank under the applicable chargeback rules governed by your card network (Visa, Mastercard, etc.) and the FTC Act. We encourage you to contact us first to allow us the opportunity to resolve the matter directly before initiating a chargeback, as chargebacks may result in additional administrative complications for both parties.

10.3 Consumer Protection Agencies

You may also file a complaint with the following consumer protection bodies if you believe your rights have been violated:

• Federal Trade Commission (FTC): www.ftc.gov or 1-877-FTC-HELP
• Your State Attorney General's Office: Contact your state's consumer protection division for assistance with unresolved disputes.
• Better Business Bureau (BBB): www.bbb.org

10.4 Governing Law

This Refund Policy shall be governed by and construed in accordance with the laws of the United States and the applicable laws of the state in which Pizza Luce operates. Any legal disputes arising from this policy that are not resolved through the above processes shall be subject to the jurisdiction of the appropriate federal or state courts.

11. Special Circumstances

Pizza Luce recognizes that extraordinary circumstances may arise that fall outside the typical scope of this policy. We are committed to evaluating such situations with empathy and fairness. Please do not hesitate to reach out to us directly if you have a unique situation that you believe warrants special consideration. Our team will do our best to find a fair and reasonable resolution.

12. Changes to This Refund Policy

Pizza Luce reserves the right to modify or update this Refund Policy at any time. Changes will be posted on our website at cafe-pizzaluce.rest with an updated effective date. We encourage customers to review this policy periodically. Continued use of our services following the posting of changes constitutes acceptance of the revised policy.

13. Contact Information for Refund Requests

If you have any questions about this Refund Policy or wish to submit a refund request, please contact Pizza Luce using the information below: