Refund Policy

At Pizza Luce, we are committed to delivering high-quality food and an exceptional customer experience. We understand that situations may arise where a refund or exchange is necessary, and we want to make that process as straightforward and transparent as possible. Please read this Refund Policy carefully to understand your rights and our obligations.

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

1. Eligibility Conditions for Refunds

We want every customer to be fully satisfied with their order. Refunds may be granted under the following circumstances:

• Incorrect Order: You received an item that is different from what you ordered.
• Missing Items: One or more items from your order were not included in your delivery or pickup.
• Food Quality Issues: The food was undercooked, overcooked, spoiled, or otherwise not prepared to an acceptable standard.
• Allergic Reactions Due to Mislabeling: You experienced an allergic reaction caused by an ingredient that was not disclosed or was incorrectly labeled on the menu.
• Significant Delay: Your order was delayed by more than a reasonable period beyond the estimated delivery or pickup time without prior notice.
• Duplicate Charges: You were charged more than once for the same order due to a technical or processing error.
• Order Not Delivered: Your delivery order was never received and there is no confirmation of delivery.

All refund requests are subject to review and verification by our team. We reserve the right to request photographic evidence or other documentation to support your claim.

2. Timeframes for Refund Requests

To ensure timely and fair resolution, all refund requests must be submitted within the following timeframes:

Requests submitted after these timeframes may not be eligible for a full refund, though we will review each case individually at our discretion.

3. Non-Refundable Items and Services

Certain items and situations are not eligible for refunds. Please be aware of the following exclusions:

• Change of Mind: Orders that have already been prepared cannot be refunded simply because you changed your mind or no longer want the item.
• Customized Orders: Items that were specially prepared according to your specific customization instructions (e.g., toppings, dietary modifications) are non-refundable unless there is a preparation error on our part.
• Partially Consumed Items: Items that have been substantially consumed are not eligible for a full refund. A partial refund may be considered depending on the nature of the complaint.
• Delivery Fees: Delivery fees are non-refundable unless the order was never delivered.
• Service Charges and Tips: Any service charges or tips added to your order are non-refundable.
• Promotional or Discounted Items: Items purchased as part of a limited-time promotion or at a heavily discounted rate may not be eligible for a cash refund but may be exchanged.
• Gift Cards and Vouchers: Purchases of gift cards or store vouchers are non-refundable but may be transferred to another person.

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

To initiate a refund request, please follow these steps carefully to ensure a smooth and efficient process:

1. Step 1 – Contact Us Promptly: Reach out to our customer service team as soon as possible within the applicable timeframe. You can contact us via email at [email protected] or through our website at cafe-pizzaluce.click.
2. Step 2 – Provide Your Order Details: Include your full name, order number, date and time of the order, and the method used to place the order (online, phone, or in person).
3. Step 3 – Describe the Issue: Clearly explain the problem with your order. The more detail you provide, the faster we can resolve your issue.
4. Step 4 – Submit Supporting Evidence: If applicable, attach photographs of the incorrect, damaged, or unsatisfactory food item(s). This helps us assess the situation more accurately.
5. Step 5 – Await Confirmation: Our team will acknowledge your request within 1–2 business days and may follow up with additional questions.
6. Step 6 – Resolution: Once your request has been reviewed and approved, we will process your refund or offer an alternative resolution such as a replacement or store credit.

5. Refund Processing Times by Payment Method

Once a refund has been approved, please allow the following processing times depending on your original payment method:

Please note that while we process refunds promptly on our end, the actual time for the funds to appear in your account depends on your bank or payment provider. We are not responsible for delays caused by financial institutions.

6. Partial Refunds

In certain situations, a partial refund may be issued rather than a full refund. These situations include:

• Only one or a few items in a multi-item order were incorrect or missing.
• The food item was partially consumed before a complaint was raised.
• The issue was a minor quality concern that does not warrant a full refund (e.g., slightly different presentation than expected, minor seasoning differences).
• A promotional discount was applied to the original order, and the refund is calculated based on the actual amount paid rather than the full menu price.
• Delivery was delayed but the food was ultimately received in acceptable condition.

Partial refunds will be assessed on a case-by-case basis. Our team will communicate the refund amount clearly and provide a rationale for any partial refund decision.

7. Exchange Policy

In some cases, rather than issuing a monetary refund, we may offer a replacement or exchange. Exchanges are available under the following conditions:

• The original order was incorrect due to a kitchen or processing error.
• The food item was of substandard quality and is reported within 2 hours of receipt.
• The item was missing from your order and you would prefer a replacement rather than a refund.

Exchanges are subject to availability. For delivery orders, we will coordinate a replacement delivery at no additional charge if the error was on our part. For in-store or pickup orders, you may return to our location to collect the replacement item. Please bring your original receipt or proof of purchase when visiting us in person.

We reserve the right to offer store credit instead of a direct replacement if the item is temporarily unavailable.

8. Cancellation Policy

We understand that plans can change. Our cancellation policy is as follows:

8.1 Online and Phone Orders

Orders may be cancelled within 5 minutes of being placed, provided that preparation has not yet begun. Once our kitchen has started preparing your order, cancellations are no longer accepted and a refund will not be issued.

8.2 In-Store Orders

In-store orders cannot be cancelled once they have been submitted to the kitchen. Please review your order carefully before confirming it at the counter.

8.3 Pre-Orders and Catering Orders

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

To cancel a catering or pre-order, please contact us directly at [email protected] as soon as possible.

9. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we encourage you to escalate the matter through the following process:

1. Internal Review: Contact our management team at [email protected] and request a formal review of your case. Please reference your original refund request and include any additional information you believe is relevant.
2. Response Time: We will respond to escalated disputes within 5 business days with a final decision and explanation.
3. Mediation: If the dispute cannot be resolved internally, both parties may agree to seek mediation through a neutral third party before pursuing any legal action.
4. Consumer Protection Resources: As a business operating in the United States, customers also have the right to file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or their respective state consumer protection office. California residents may also contact the California Department of Consumer Affairs for guidance under applicable state consumer protection laws, including the California Consumer Privacy Act (CCPA/CPRA) where relevant.
5. Payment Dispute / Chargeback: As a last resort, you may contact your bank or payment provider to initiate a chargeback if you believe you were wrongfully charged. We encourage customers to exhaust our internal process first, as chargebacks can complicate and delay resolution.

10. Contact Information for Refund Requests

For all refund-related inquiries, please reach out to us using the contact details below. Our customer support team is available to assist you and will respond as promptly as possible.

When contacting us, please have the following information ready to help us assist you efficiently:

• Your full name
• Order number or confirmation reference
• Date and time of the order
• Description of the issue
• Supporting photos or documentation (if applicable)
• Your preferred method of resolution (refund, replacement, or store credit)

11. Policy Updates

Pizza Luce reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on our website at cafe-pizzaluce.click with a revised effective date. We encourage customers to review this policy periodically to stay informed of any changes. Continued use of our services after changes are posted constitutes your acceptance of the revised policy.