Refund Policy

Effective Date: April 7, 2026  |  Last Updated: April 7, 2026

1. Introduction

This Refund Policy governs all purchases made through our website lucespizza.digital and any associated ordering channels operated by Pizza Luce (hereinafter referred to as "we," "us," or "our"). By placing an order with us, you agree to the terms outlined in this policy.

We understand that issues can occasionally arise with food orders — whether related to incorrect items, quality concerns, or delivery problems. This policy is designed to provide clear guidance on how we address those situations in a fair and transparent manner.

This policy complies with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act, and where applicable, the California Consumer Privacy Act (CCPA/CPRA) for customers located in California.

2. Eligibility for Refunds

You may be eligible for a full or partial refund if one or more of the following conditions apply:

• You received an incorrect item that does not match what you ordered.
• Your order arrived in an unsatisfactory condition (e.g., food was damaged, spilled, or substantially altered during delivery).
• Your order was significantly late beyond the estimated delivery window and the food arrived cold or inedible.
• You did not receive your complete order (missing items).
• A duplicate charge was applied to your payment method for the same order.
• Your order was never delivered and was not returned to our kitchen.
• There was a documented system or payment error at the time of checkout.

Refund eligibility is assessed on a case-by-case basis. We reserve the right to request photographic evidence or additional information to process your claim efficiently.

3. Timeframes for Refund Requests

To ensure we can properly investigate and resolve your concern, all refund requests must be submitted within the following timeframes:

Requests submitted outside these timeframes may not be eligible for a refund. However, we encourage you to reach out regardless, and our team will review your situation with care.

4. Non-Refundable Items and Situations

Certain items and circumstances are not eligible for refunds. These include, but are not limited to:

• Correctly prepared orders: If your order was prepared correctly and in accordance with the specifications you provided, but you simply changed your mind about the item.
• Consumed orders: If the majority of a food item has been consumed and you are requesting a refund for taste preferences unrelated to a food safety concern.
• Customized orders: Items prepared with special customization requests (e.g., specific toppings, allergen modifications) that were fulfilled as requested cannot be refunded solely on the basis of preference.
• Promotional or discounted items: Items purchased under specific promotional pricing that explicitly stated the sale was final.
• Delivery fees: Third-party delivery service fees are generally non-refundable unless the delivery failure was caused by an error on our part.
• Service fees and taxes: Applicable taxes and platform service fees collected at checkout are non-refundable.
• Gift cards and vouchers: Purchased gift cards and prepaid vouchers are non-refundable once activated or partially used.
• Late cancellations: Orders canceled after food preparation has begun cannot be refunded.

5. How to Request a Refund

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

1. Step 1 – Gather Your Order Information: Locate your order confirmation email or receipt. Have your order number, date and time of the order, and payment method ready.
2. Step 2 – Document the Issue: If applicable, take clear photographs of the incorrect, missing, or damaged items. This documentation will help us expedite your request.
3. Step 3 – Contact Our Support Team: Reach out to us using one of the contact methods listed in Section 11 of this policy. Provide your order number, a description of the issue, and any supporting photos.
4. Step 4 – Review and Confirmation: Our customer support team will review your request and may follow up with additional questions. You will receive a confirmation email acknowledging receipt of your request within 1 business day.
5. Step 5 – Resolution: Once your refund is approved, we will notify you via email and initiate the refund process. See Section 6 for processing timelines by payment method.

6. 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 time it takes for the credit to appear in your account may depend on your financial institution or payment processor. We are not responsible for delays caused by third-party payment networks.

7. Partial Refunds

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

• Only a portion of your order was incorrect or missing (e.g., one incorrect topping on a multi-item order).
• The food quality issue affected only part of the order.
• A discount, coupon, or promotion was applied to the original order, reducing the refundable amount.
• You request a refund for a single item within a combo or meal deal.
• The delivery was significantly delayed but the food was still edible and partially consumed.

The amount of a partial refund will be calculated based on the proportional value of the affected item(s) relative to your total order amount. Our team will clearly communicate the refund amount and the reasoning prior to processing.

8. Exchange Policy

Due to the perishable nature of food products, traditional item exchanges are generally not available in the same way as non-food retail purchases. However, Pizza Luce offers the following alternatives:

• Order Replacement: If you received the wrong item, we may offer to prepare and deliver the correct item at no additional charge, subject to availability and your location within our delivery area.
• Store Credit: In lieu of a cash refund, we may offer store credit equivalent to the value of the affected item(s) that can be applied to a future order.
• Reorder Discount: In some cases, we may offer a discount code for a future order as a goodwill gesture when a full replacement or refund is not feasible.

All exchange and replacement options are offered at the discretion of our customer service team and subject to availability. We will always work with you to find the most satisfactory resolution.

9. Cancellation Policy

We understand that plans can change. Our cancellation policy is designed to balance customer flexibility with the realities of food preparation timelines.

9.1 Pre-Preparation Cancellations

If you wish to cancel your order, please do so within 5 minutes of placing it. During this window, our kitchen may not have yet begun preparing your food, and a full refund can typically be issued.

9.2 Post-Preparation Cancellations

Once food preparation has begun, we are unable to offer a full refund for a cancellation. This is because ingredients have already been used and staff time has been allocated. In exceptional circumstances, store credit may be offered at our discretion.

9.3 Scheduled or Pre-Order Cancellations

If you placed a scheduled or pre-order for a future date and time, you may cancel up to 2 hours before the scheduled delivery or pickup time for a full refund. Cancellations received less than 2 hours before the scheduled time may only be eligible for store credit.

9.4 Large Group or Catering Order Cancellations

For large group orders or catering requests (typically orders exceeding $150 in value), cancellations must be made at least 24 hours in advance to receive a full refund. Cancellations made within 24 hours of the scheduled delivery/pickup time will incur a cancellation fee of up to 25% of the total order value to cover preparation costs already incurred.

10. Dispute Resolution

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

10.1 Internal Escalation

Contact us directly and request that your case be escalated to a senior customer service representative or manager. Please include your original case or ticket number in all correspondence. We commit to reviewing escalated cases within 3 to 5 business days and providing a final determination.

10.2 Chargeback Rights

You retain the right to dispute a charge with your credit card company or bank (commonly known as a "chargeback") in accordance with the policies of your financial institution and applicable law. We encourage you to contact us first, as chargebacks may delay resolution and affect your account standing with our platform.

10.3 Consumer Protection Resources

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

• Federal Trade Commission (FTC): www.ftc.gov — for deceptive practices and consumer protection issues.
• Better Business Bureau (BBB): www.bbb.org — for business complaints and dispute mediation.
• Your State Attorney General's Office: For state-level consumer protection complaints specific to your location.
• California Residents: May also contact the California Department of Consumer Affairs under applicable CCPA/CPRA provisions regarding personal data collected during the ordering process.

10.4 Governing Law and Jurisdiction

This Refund Policy and any disputes arising from it shall be governed by and construed in accordance with the laws of the United States and the applicable state laws of the jurisdiction in which Pizza Luce operates. Any formal legal proceedings shall be initiated in the appropriate courts of that jurisdiction.

11. Contact Information for Refund Requests

To submit a refund request or to inquire about the status of an existing request, please contact us using the information below:

When contacting us, please include the following information to help us process your request as quickly as possible:

• Your full name
• Order number and date
• Email address used to place the order
• A clear description of the issue
• Photos or documentation, if applicable
• Your preferred resolution (refund, replacement, or store credit)

Our customer support team is available during regular business hours. We aim to respond to all refund inquiries within 1 business day of receipt.

12. Policy Updates

Pizza Luce reserves the right to modify this Refund Policy at any time. Any changes will be reflected on this page with an updated effective date. Continued use of our website or ordering services after any such changes constitutes your acceptance of the revised policy. We encourage you to review this policy periodically to stay informed of any updates.