Refund Policy

1. Overview

At Pizza luce, we are committed to delivering exceptional food quality and outstanding customer service. We understand that occasionally, circumstances may arise where a refund is necessary. This refund policy outlines our procedures, eligibility criteria, and commitment to resolving any issues promptly and fairly.

We stand behind our products and services with confidence. Our goal is to ensure every customer leaves satisfied with their Pizza luce experience. If for any reason you are not completely satisfied with your order, we encourage you to contact us immediately so we can make it right.

This policy applies to all food orders, delivery services, catering arrangements, and related transactions conducted through our restaurant, website, mobile app, or third-party delivery platforms.

2. Refund Eligibility

To be eligible for a refund, your request must meet the following conditions:

Timeframe Requirements:

• In-store dining: Refund requests must be made during your visit or within 2 hours of meal completion
• Takeout orders: Requests must be submitted within 4 hours of order pickup
• Delivery orders: Requests must be made within 2 hours of delivery completion
• Catering orders: Requests must be submitted within 24 hours of event completion

Product Condition:

• Food must be substantially unconsumed (more than 75% remaining)
• Items must be returned in their original packaging when applicable
• Temperature-sensitive items must be maintained at appropriate temperatures
• No evidence of tampering or contamination

Proof of Purchase:

• Valid receipt, order confirmation, or transaction ID
• Credit card statement (if receipt unavailable)
• Order number from our system or third-party platform
• Photo evidence of product issues (when applicable)

3. Non-Refundable Items

The following items and services are not eligible for refunds under normal circumstances:

• Substantially consumed food items (less than 25% remaining)
• Custom-made pizzas or specialty items that were prepared to customer specifications
• Gift cards and promotional vouchers (unless required by law)
• Delivery fees and service charges
• Gratuities and tips
• Items consumed more than 4 hours prior to refund request
• Orders canceled less than 30 minutes before scheduled pickup/delivery time
• Third-party delivery platform fees (handled directly by the platform)
• Catering orders canceled less than 24 hours before event time
• Special event or holiday surcharges

4. Refund Process

Follow these steps to request a refund:

5. Refund Methods

Refunds are processed using the original payment method whenever possible:

Credit/Debit Card Payments:

• Refunds processed within 1-2 business days
• May take 3-7 business days to appear on your statement
• Processing time depends on your bank's policies

Cash Payments:

• Immediate cash refund available during business hours
• Valid ID required for refunds over $50
• Manager approval required for refunds over $100

Digital Payments (PayPal, Apple Pay, etc.):

• Processed within 24-48 hours
• Refund appears according to platform's timeline
• May require additional verification

Third-Party Delivery Apps:

• Handled directly through the delivery platform
• Processing times vary by platform
• We can provide documentation to support your request

6. Exchanges vs. Refunds

In many cases, we prefer to offer exchanges or replacements to ensure you have a positive Pizza luce experience:

Exchange Options:

• Replacement of the same item prepared fresh
• Substitution with item of equal or lesser value
• Store credit for future visits (no expiration date)
• Complimentary appetizer or dessert with next order

When We Recommend Exchanges:

• Minor preparation errors (wrong toppings, incorrect cooking level)
• Temperature issues with delivered food
• Missing items from large orders
• Quality concerns that don't affect food safety

Exchanges are often processed faster than refunds and allow you to enjoy your Pizza luce experience without delay. Our team will discuss the best option for your specific situation.

7. Damaged or Defective Items

We take special care with orders involving damaged or defective items:

Immediate Actions:

• Contact us immediately upon discovery of the issue
• Do not consume items that appear unsafe or contaminated
• Take photos if possible to document the condition
• Preserve packaging and remaining product for inspection

Our Response:

• Immediate full refund regardless of consumption amount
• Replacement order at no charge when requested
• Investigation of preparation and handling procedures
• Follow-up to ensure customer satisfaction

Examples of Qualifying Issues:

• Foreign objects found in food
• Severely overcooked or undercooked items
• Signs of spoilage or contamination
• Packaging damage causing food safety concerns
• Severe temperature abuse during delivery
• Allergen cross-contamination despite special instructions

8. Contact Information

Our customer service team is ready to assist you with any refund requests or concerns: