Refund Policy

Effective Date: June 24, 2026  |  Last Updated: June 24, 2026

1. Introduction

Pizza Luce ("we," "us," or "our") operates an online food ordering platform accessible at luce-food.rest. We take great pride in delivering high-quality food products and excellent customer service. Because our products are perishable food items, our refund policy is designed to be fair while reflecting the unique nature of food-based services.

This policy applies to all orders placed directly through our website and is governed by applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act, as well as state-level regulations where applicable. If you are a California resident, additional rights may apply to you under the California Consumer Privacy Act (CCPA/CPRA) and California consumer protection statutes.

By placing an order with Pizza Luce, you agree to the terms set forth in this Refund Policy.

2. Eligibility Conditions for Refunds

We want every customer to enjoy their order. Refunds may be issued under the following circumstances:

• Incorrect Order: You received items that are different from what you ordered.
• Missing Items: Part of your order was not delivered or included in your pickup order.
• Food Quality Issues: The food you received was undercooked, spoiled, or otherwise unfit for consumption upon delivery or pickup.
• Significant Delay: Your delivery was significantly delayed beyond the estimated delivery window (more than 45 minutes past the stated estimate) and the food arrived in an unsatisfactory condition as a direct result.
• Order Not Received: Your delivery order was never received, and our delivery records confirm non-delivery.
• Duplicate Charges: You were charged more than once for the same order due to a technical or processing error.

To be eligible for a refund, you must:

1. Contact us within the applicable timeframe described in Section 3 below.
2. Provide your order number, contact information, and a clear description of the issue.
3. Where applicable, provide photographic evidence of the food quality issue or incorrect item.
4. Have placed your order directly through luce-food.rest. Orders placed through third-party platforms (such as DoorDash, Uber Eats, Grubhub, or similar services) must be disputed directly with those platforms under their respective policies.

3. Timeframes for Refund Requests

Because food is a perishable product, we must enforce strict timeframes for refund requests. Requests made outside these windows may not be honored.

We strongly encourage you to inspect your order immediately upon receipt and contact us as soon as possible if there is any concern.

4. Non-Refundable Items and Services

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

• Change of Mind: Refunds will not be issued because you changed your mind about an order after it has entered the preparation stage.
• Incorrect Address Provided: If you provided an incorrect delivery address and the order could not be delivered, you are not eligible for a refund unless the order is returned to us in satisfactory condition.
• Customer Not Available: If a delivery driver attempted delivery at the correct address and the customer was unavailable, with no instructions left for an alternative drop-off, the order is non-refundable.
• Partially Consumed Items: Refunds will not be issued for items that have been largely or entirely consumed unless a genuine food safety issue is reported promptly.
• Customization Errors by Customer: If you selected incorrect customization options (e.g., wrong toppings, wrong size) at the time of ordering, we cannot issue a full refund, though a partial credit may be offered at our discretion.
• Promotional or Complimentary Items: Items provided at no charge as part of a promotion or loyalty reward are not eligible for cash refunds.
• Delivery Fees and Service Charges: These fees are generally non-refundable unless the delivery was not attempted or the failure was on our part.
• Third-Party Platform Orders: We are unable to process refunds for orders placed through third-party delivery platforms.

5. How to Request a Refund — Step-by-Step

To make the refund process as smooth and efficient as possible, please follow these steps:

1. Step 1 – Gather Your Information: Before contacting us, have the following ready:
   • Your order number (found in your confirmation email)
   • The email address used to place the order
   • The date and time of your order
   • A clear description of the issue
   • Photographs (if the issue involves food quality, incorrect items, or packaging damage)
2. Step 2 – Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: luce-food.rest (via contact form)
3. Step 3 – Submit Your Request: In your message, clearly state that you are requesting a refund and include all relevant details and supporting evidence. Use the subject line: "Refund Request – Order #[Your Order Number]"
4. Step 4 – Await Review: Our team will review your request and respond within 1–3 business days. We may request additional information or clarification during this period.
5. Step 5 – Resolution: Once your request is approved, we will process your refund to the original payment method or issue store credit, as applicable. You will receive a confirmation email once the refund has been initiated.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to appear in your account depends on your payment method:

Please note that these timeframes reflect the time it takes for the refund to be processed on our end. The time for the funds to appear in your account may vary depending on your financial institution. We have no control over bank processing timelines once the refund has been initiated from our side.

7. Partial Refunds

In certain situations, we may issue a partial refund rather than a full refund. Partial refunds may apply in the following circumstances:

• Only specific items in your order were incorrect, missing, or of unsatisfactory quality, and the remainder of the order was delivered correctly.
• You selected incorrect customizations and a portion of the order is salvageable or acceptable.
• There was a minor delay that caused only marginal inconvenience, and the food was otherwise acceptable.
• The order was partially consumed before the quality issue was identified (evaluated on a case-by-case basis).

The amount of a partial refund will be calculated based on the price of the affected items, including applicable taxes. Delivery fees will not be refunded for partial refund cases unless the entire delivery was unsatisfactory.

8. Store Credit and Exchange Policy

In some situations, rather than processing a cash refund, we may offer store credit or a complimentary replacement order. These alternatives may be offered in the following situations:

• When a refund to the original payment method is not feasible due to technical issues.
• When the customer prefers a replacement order rather than a refund.
• For minor quality issues where a full refund may not be warranted but a gesture of goodwill is appropriate.

Store credit issued by Pizza Luce:

• Is valid for use on future orders placed through luce-food.rest.
• Does not expire for a period of 12 months from the date of issuance.
• Is non-transferable and cannot be exchanged for cash.
• May not be combined with other promotional codes or discounts unless explicitly stated.

Because our products are freshly prepared food items, direct item exchanges (i.e., swapping one food item for another without a new order) are generally not possible once an order has been prepared. However, if an incorrect item was delivered and you notify us within the timeframe stated in Section 3, we will arrange a replacement at no additional charge, subject to availability and operational capacity.

9. Cancellation Policy

Orders placed through luce-food.rest are processed and prepared quickly. As such, our cancellation window is very limited.

9.1 Cancellation Before Preparation Begins

You may cancel your order for a full refund within 5 minutes of placing it, provided that our kitchen has not yet begun preparing your order. To cancel, contact us immediately at [email protected] with your order number and a cancellation request.

9.2 Cancellation After Preparation Has Begun

Once your order has entered the preparation stage, cancellations are generally not accepted, and refunds will not be issued. This is due to the perishable nature of freshly prepared food and the costs already incurred in preparation.

9.3 Scheduled and Pre-Orders

If you placed a scheduled or pre-order for a future date and time, you may cancel the order with a full refund up to 2 hours before the scheduled preparation time. Cancellations made within 2 hours of the scheduled time will not be eligible for a refund.

9.4 Force Majeure and Operational Cancellations

Occasionally, Pizza Luce may need to cancel an order due to unforeseen circumstances, including but not limited to ingredient unavailability, extreme weather, or technical issues. In such cases, we will notify you as promptly as possible and provide a full refund to your original payment method.

10. Dispute Resolution Process

We hope to resolve all refund-related matters directly and amicably. If you are unsatisfied with our initial response to your refund request, you may escalate the matter through the following process:

1. Step 1 – Internal Escalation: Reply to the original communication from our support team and request that your case be escalated to a senior customer service representative or manager. Please clearly explain why you are dissatisfied with the initial resolution.
2. Step 2 – Formal Written Complaint: Submit a formal written complaint to us at [email protected] with the subject line "Formal Refund Dispute – Order #[Your Order Number]." We will respond to formal complaints within 5 business days.
3. Step 3 – Chargeback Through Your Bank: If you paid by credit or debit card and we are unable to resolve the dispute to your satisfaction, you have the right to initiate a chargeback through your card issuer. We recommend exhausting our internal process before initiating a chargeback, as this may delay resolution.
4. Step 4 – Consumer Protection Agencies: You may file a complaint with the Federal Trade Commission (FTC) at reportfraud.ftc.gov or with your state's Attorney General office if you believe your consumer rights have been violated.

11. Fraud Prevention

Pizza Luce takes fraudulent refund claims seriously. We reserve the right to refuse a refund, suspend an account, or take appropriate legal action if we have reasonable grounds to believe that a refund request is fraudulent, including but not limited to:

• Repeated refund requests without legitimate cause.
• Submission of false or manipulated photographic evidence.
• Claims of non-delivery when delivery has been confirmed by our systems or third-party tracking.

Customers found to have submitted fraudulent refund claims may be permanently banned from using our platform and may be reported to relevant authorities.

12. Amendments to This Policy

Pizza Luce reserves the right to modify this Refund Policy at any time. Any changes will be posted on this page with an updated effective date. It is your responsibility to review this policy periodically. Your continued use of our website and services following the posting of changes constitutes your acceptance of those changes.

13. Contact Information for Refund Requests

For all refund-related inquiries, please contact us using the details below. Our customer support team is available to assist you and strives to respond to all inquiries within 1–3 business days.

When contacting us regarding a refund, please include your order number, the email address used to place the order, and a clear description of your issue to help us assist you as quickly as possible.

This Refund Policy was last updated on June 24, 2026. Pizza Luce operates in accordance with applicable United States federal and state consumer protection laws, including the FTC Act. Nothing in this policy limits any rights you may have under applicable law.