Refund Policy

Effective Date: July 1, 2026 | Last Updated: July 1, 2026

1. Introduction

At Pizza Luce, we are deeply committed to delivering fresh, high-quality food and an exceptional customer experience with every order. We understand that situations may arise where a refund or resolution is necessary, and we want to make that process as straightforward and fair as possible.

This Refund Policy governs all transactions completed via our website at luce-new.click, by phone, or in person. This policy complies with applicable consumer protection laws in the United States, including the Federal Trade Commission (FTC) Act, and relevant state-specific regulations.

If you have questions at any point, please do not hesitate to contact us using the information provided at the end of this document.

2. Eligibility Conditions for Refunds

Refund requests will be considered under the following circumstances:

• Incorrect Order: You received an item that does not match what you ordered (wrong pizza, wrong size, wrong toppings, or missing items).
• Poor Food Quality: The food delivered or picked up was undercooked, overcooked, spoiled, or otherwise unfit for consumption.
• Missing Items: Part of your order was not included in the delivery or pickup bag.
• Significant Delivery Delay: Your delivery arrived more than 45 minutes beyond the estimated delivery time and the food quality was compromised as a result.
• Duplicate Charge: You were charged more than once for the same order due to a technical or payment processing error.
• Unauthorized Transaction: A charge was made to your account without your authorization.
• Order Not Delivered: Your order was never delivered, and no contact was made by the delivery driver or our team.

To be eligible for a refund, the issue must be reported within the timeframe specified in Section 3 of this policy. Pizza Luce reserves the right to request photographic evidence or additional information to process your claim fairly and accurately.

3. Timeframes for Refund Requests

Timely reporting is essential for us to investigate and resolve your concern effectively. Please adhere to the following timeframes:

Refund requests submitted outside these timeframes may not be honored, except in cases involving unauthorized charges or other exceptional circumstances at the sole discretion of Pizza Luce management.

4. Non-Refundable Items and Services

The following items and circumstances are generally not eligible for a refund:

• Orders that have been consumed in full or in substantial part before a complaint is raised.
• Changes in personal preference after the order has been prepared and dispatched (e.g., deciding you no longer want a topping you originally selected).
• Delivery fee charges, where the order itself was delivered correctly and on time.
• Promotional, discounted, or complimentary items provided as part of a special offer.
• Orders where the customer provided an incorrect delivery address at the time of ordering.
• Delays caused by circumstances beyond our control, such as extreme weather events, road closures, or natural disasters.
• Gift cards or store credit already redeemed.
• Catering orders canceled less than 48 hours before the scheduled event (see Cancellation Policy in Section 8).

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

We have designed our refund request process to be simple, transparent, and customer-friendly. Follow these steps to submit your request:

1. Step 1 – Gather Your Information: Have your order confirmation number, the date and time of your order, your payment method, and a description of the issue ready before reaching out.
2. Step 2 – Document the Issue: If applicable, take clear photos of any incorrect, missing, or poor-quality items. This evidence will help us resolve your case more quickly.
3. Step 3 – Contact Us: Reach out to our customer support team using one of the methods below:
   • Email: [email protected]
   • Website: luce-new.click
4. Step 4 – Provide Required Details: In your message or call, include: your full name, order number, contact information, a description of the problem, and any supporting photos.
5. Step 5 – Receive Confirmation: Our team will acknowledge your request within 1 business day and provide you with a reference number for tracking purposes.
6. Step 6 – Review and Resolution: Our customer service team will review your submission and respond with a resolution — which may include a full refund, partial refund, store credit, or replacement order — within 3 to 5 business days.

6. Refund Processing Times by Payment Method

Once your refund has been approved, the processing time will depend on your original payment method. Please refer to the table below:

Please note that while Pizza Luce will process your refund promptly upon approval, additional delays may be caused by your bank or financial institution. We recommend contacting your bank directly if a refund does not appear within the timeframe listed above.

7. Partial Refunds

In some cases, a partial refund may be issued rather than a full refund. Partial refunds may apply when:

• Only a portion of your order was incorrect or of unsatisfactory quality.
• Some items from your order were missing, but the majority of the order was received correctly.
• The food was delivered late but was still reasonably consumable upon arrival.
• Promotional discounts or coupons were applied to the original order — the refund amount may reflect the actual amount paid for the affected items.
• A partial cancellation was made before order preparation was complete (see Section 8).

The specific amount of a partial refund will be determined on a case-by-case basis by the Pizza Luce customer service team, taking into account the nature and extent of the issue reported.

8. Cancellation Policy

Because our team begins preparing your order almost immediately after it is placed, our cancellation window is very limited.

Standard Orders (Delivery & Pickup)

• Cancellations must be requested within 5 minutes of placing the order to be eligible for a full refund.
• Once an order has entered the preparation stage, cancellations are generally not possible. A partial refund or store credit may be offered at our discretion.
• Orders that have already been dispatched for delivery cannot be canceled.

Catering and Large Group Orders

• Catering orders may be canceled with a full refund if the cancellation is made at least 72 hours (3 days) before the scheduled delivery or pickup date.
• Cancellations made between 24 and 72 hours before the event will receive a 50% refund.
• Cancellations made less than 24 hours before the event are not eligible for a refund, as food preparation will have already commenced.

To cancel an order, please contact us immediately via email at [email protected] or through our website at luce-new.click.

9. Exchange Policy

In lieu of a monetary refund, Pizza Luce may offer an exchange or replacement for certain order issues. Exchanges or replacements are available under the following conditions:

• You received the wrong pizza or wrong items, and we are able to prepare the correct order within a reasonable time.
• The food quality was unsatisfactory, and we have the capacity to remake the item at no additional charge.
• The replacement can be delivered within an acceptable timeframe or made available for immediate pickup.

If you prefer a replacement over a refund, please indicate this when you contact our customer service team. We will do our best to accommodate your preference. Please note that exchanges are subject to ingredient availability and operational capacity at the time of the request.

10. Dispute Resolution Process

If you are not satisfied with the resolution provided by our customer service team, you have the right to escalate your concern. Pizza Luce is committed to fair and transparent dispute resolution.

Step 1 – Internal Escalation

Request to have your case reviewed by a manager or senior customer service representative by contacting us at [email protected]. Please reference your original refund request number in your communication. A manager will review the matter and respond within 5 business days.

Step 2 – Written Formal Complaint

If you remain unsatisfied after internal escalation, you may submit a formal written complaint to our business address (listed in Section 11). We will respond to all formal written complaints within 10 business days of receipt.

Step 3 – External Options

Should an issue remain unresolved through our internal channels, you retain the right to pursue the following external options:

• Federal Trade Commission (FTC): File a consumer complaint at www.ftc.gov under the FTC Act, which governs unfair or deceptive business practices in the United States.
• State Attorney General's Office: File a complaint with your state's consumer protection division.
• Better Business Bureau (BBB): Submit a complaint at www.bbb.org for mediation services.
• Credit Card Chargeback: If applicable, you may contact your bank or credit card issuer to dispute a charge. Please note that Pizza Luce will cooperate fully with any investigation initiated by a financial institution.
• Small Claims Court: For unresolved disputes involving monetary claims within your state's jurisdictional limits, you may pursue resolution through small claims court.

11. Contact Information for Refund Requests

For all refund requests, questions about this policy, or any food-related concerns, please contact Pizza Luce through the following channels:

12. Amendments to This Policy

Pizza Luce reserves the right to update, modify, or revise this Refund Policy at any time without prior notice. Any changes will be effective immediately upon posting to our website at luce-new.click. The "Last Updated" date at the top of this page will reflect any revisions.

We encourage all customers to review this policy periodically to remain informed of any updates. Continued use of our services following a policy update constitutes your acceptance of the revised terms.

13. Governing Law

This Refund Policy is governed by and construed in accordance with the laws of the United States of America. Any disputes arising under or in connection with this policy shall be subject to the jurisdiction of the applicable state and federal courts in the United States, and shall be governed by the Federal Trade Commission Act and other applicable federal and state consumer protection statutes.