Refund Policy

Overview

At Pizza luce, we are committed to providing exceptional dining experiences and outstanding customer service. We understand that sometimes things don't go as expected, and we want to make it right. This Refund Policy outlines our commitment to customer satisfaction and the procedures for requesting refunds when necessary.

We believe in fairness and transparency in all our transactions. Our goal is to resolve any issues quickly and to your satisfaction. Whether dining in our restaurant, ordering takeout, or purchasing catering services, we stand behind the quality of our food and service.

Refund Eligibility

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

• Timeframe: Refund requests must be made within 24 hours of your original purchase or dining experience for food items, or within 48 hours for catering orders
• Proof of Purchase: You must provide a valid receipt, order confirmation, or payment record
• Product Condition: Food items must not have been substantially consumed (more than 25% eaten) unless the issue was discovered after consumption began
• Valid Reason: Refunds are granted for quality issues, incorrect orders, service problems, or legitimate health/safety concerns
• Communication: You must communicate the issue to our staff immediately when discovered during your visit, or contact us within the specified timeframe for takeout orders
• Good Faith: Refund requests must be made in good faith and not for reasons of buyer's remorse or change of preference after consumption

Non-Refundable Items and Services

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

• Completed Meals: Food items that have been completely consumed without complaint during the dining experience
• Custom Orders: Specially prepared items made to customer specifications, unless there was an error in preparation
• Delivery Fees: Third-party delivery charges and service fees (though we may offer store credit)
• Alcoholic Beverages: Wine, beer, or other alcoholic beverages once served and partially consumed
• Gift Certificates: Purchased gift cards or certificates (though they remain valid for future use)
• Promotional Items: Free or discounted items received through promotions or special offers
• Past Events: Completed catering services or private events where service was successfully delivered
• Digital Services: Online ordering fees or digital service charges

Refund Request Process

Follow these simple steps to request a refund:

1. Immediate Issues: If you're currently dining with us, please speak with your server or a manager immediately. We prefer to resolve issues on the spot whenever possible.
2. Contact Us: For takeout orders or post-meal concerns, contact us within 24 hours by phone at +1 707-944-2380 or email [email protected]
3. Provide Details: Include your receipt number, order details, date and time of purchase, description of the issue, and your preferred resolution
4. Review Process: Our management team will review your request within 24 hours and may contact you for additional information
5. Resolution: We will inform you of our decision and, if approved, process your refund using your original payment method
6. Follow-Up: We may follow up to ensure your satisfaction and prevent similar issues in the future

Refund Methods and Processing

We process refunds using the following methods and timeframes:

Exchanges and Alternative Resolutions

We believe in finding the best solution for every situation. In addition to refunds, we offer several alternatives:

We encourage exchanges and alternative resolutions as they often provide better value and maintain our customer relationships. Many issues can be resolved to everyone's satisfaction without processing a full refund.

Damaged or Defective Items

We take food safety and quality seriously. Special policies apply to damaged or defective items:

Contact Information for Refund Requests

We're here to help resolve any issues quickly and fairly. Contact us through any of the following methods:

Our customer service team is trained to handle refund requests professionally and efficiently. We aim to resolve most issues on the first contact and will keep you informed throughout the process.

Management Escalation: If you're not satisfied with the initial response, ask to speak with a manager or email us directly with "Manager Review" in the subject line.