Refund Policy

At Green Lantern Pizza, your satisfaction is our top priority. We take great pride in delivering fresh, high-quality food and outstanding customer service. This Refund Policy outlines the terms and conditions under which refunds, exchanges, cancellations, and disputes are handled. Please read this policy carefully before placing an order. By ordering from us — whether in-store, by phone, or through our website at pizza-greenlatern.rest — you acknowledge and agree to the terms described below.

1. Our Commitment to Customer Satisfaction

Green Lantern Pizza is committed to providing every customer with a positive and satisfying experience. We understand that issues can occasionally arise with food orders, and we want to make the resolution process as simple and straightforward as possible. If you are not completely satisfied with your order, we encourage you to contact us promptly so we can make it right.

This policy applies to all orders placed through our website at pizza-greenlatern.rest, over the phone, or in person at our location. It covers dine-in, takeout, and delivery orders.

2. Eligibility Conditions for Refunds

Refund requests may be considered 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 at the time of pickup or delivery.
• Food Quality Issues: The food was undercooked, spoiled, or otherwise did not meet reasonable quality standards.
• Allergic Reactions Due to Mislabeling: If you notified us of a food allergy and the allergen was present in your order despite your request.
• Significant Delivery Delay: Your delivery order arrived significantly later than the estimated delivery window provided at the time of ordering, resulting in food that was inedible or substantially below quality standards.
• Duplicate Charges: You were charged more than once for the same order due to a technical or payment processing error.

To be eligible for a refund, the issue must be reported within the timeframe outlined in Section 3 below. We reserve the right to request photographic evidence or additional information to verify the claim before processing a refund.

3. Timeframes for Refund Requests

All refund requests must be submitted within the following timeframes to be considered valid:

Requests submitted outside of these timeframes may not be eligible for a refund. We strongly encourage customers to inspect their orders upon receipt and contact us immediately if any issues are identified.

4. Non-Refundable Items and Situations

Certain situations and items are not eligible for a refund. These include, but are not limited to:

• Change of Mind: Refunds will not be issued simply because you changed your mind about an item after it has been prepared or delivered.
• Consumed Orders: If more than half of the food item has been consumed, it is generally not eligible for a refund unless a genuine quality issue is reported.
• Customization Errors by the Customer: If you made an error when customizing your order (e.g., wrong toppings selected online), we cannot guarantee a refund, though we may offer a partial accommodation at our discretion.
• Delivery Delays Outside Our Control: Delays caused by severe weather, traffic incidents, or other circumstances beyond our control do not automatically qualify for a refund.
• Promotional or Discounted Items: Items purchased as part of a limited-time promotion or heavily discounted deal may be non-refundable unless there is a verifiable quality or accuracy issue.
• Gift Cards and Store Credit: Gift cards and promotional store credit are non-refundable and non-transferable.
• Late Requests: Refund requests submitted beyond the stated timeframes will not be processed.

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

If you believe you are eligible for a refund, please follow these steps:

1. Step 1 – Do Not Dispose of the Order: If possible, keep the food item(s) in question. Do not dispose of them, as we may request photographic evidence.
2. Step 2 – Gather Your Order Information: Have the following information ready before contacting us:
   • Your full name
   • Order number or receipt
   • Date and time of the order
   • Description of the issue
   • Photos of the item(s) in question (where applicable)
3. Step 3 – Contact Us: Reach out to our customer support team using one of the methods listed below:
   • Email: [email protected]
   • Website: pizza-greenlatern.rest
4. Step 4 – Submit Your Claim: Clearly describe the issue and attach any supporting photos or documentation. Include your preferred refund method (original payment method, store credit, etc.).
5. Step 5 – Wait for Review: Our team will review your claim and respond within 2 business days. We may follow up with additional questions before making a final determination.
6. Step 6 – Receive Resolution: Once approved, your refund will be processed according to the timelines outlined in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the processing time will vary depending on the original payment method used:

7. Partial Refunds

In some cases, a partial refund may be issued rather than a full refund. Partial refunds may apply in the following situations:

• Only one item in a multi-item order was incorrect or unsatisfactory.
• The food item had a minor quality issue but was still partially usable or edible.
• A portion of the order was consumed before the issue was discovered.
• A delivery fee was charged but the delivery was completed, even if the food quality was below standard.
• A promotional discount was applied to the order, and the refund will reflect the actual amount paid rather than the full list price.

The amount of any partial refund will be determined at the discretion of Green Lantern Pizza based on the nature and extent of the issue reported. Our goal is always to be fair and reasonable in our assessments.

8. Exchange Policy

In many cases, we are happy to offer a replacement or exchange rather than a monetary refund. Exchanges are subject to the following conditions:

• Incorrect Items: If you received the wrong item, we will prepare and deliver (or make available for pickup) the correct item at no additional charge, subject to availability.
• Quality Issues: If your food did not meet our quality standards, we may offer to remake the item and have it delivered or available for pickup at no extra cost.
• Timing: Exchange requests must be made within the same timeframes as refund requests (see Section 3).
• Availability: Exchanges are subject to ingredient and product availability at the time of the request.

If an exchange is not possible — for example, due to store closure or ingredient unavailability — we will offer a refund or store credit as an alternative.

9. Cancellation Policy

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

9.1 Online and Phone Orders

• Before Preparation Begins: If you contact us to cancel your order before it has entered the preparation stage, you are entitled to a full refund.
• After Preparation Has Begun: Once food preparation has started, cancellations are generally not accepted. In exceptional circumstances, we may issue partial store credit at our discretion.
• After Delivery Has Been Dispatched: Orders that have already been dispatched for delivery cannot be cancelled.

9.2 In-Store Orders

In-store orders are typically prepared immediately and cannot be cancelled once submitted to the kitchen.

9.3 Pre-Orders and Catering Orders

For large catering orders or pre-orders placed in advance:

• Cancellations made more than 48 hours before the scheduled time are eligible for a full refund.
• Cancellations made between 24 and 48 hours before the scheduled time may be eligible for a 50% refund or full store credit.
• Cancellations made less than 24 hours before the scheduled time are generally non-refundable due to the cost of ingredients and labor already committed.

10. Dispute Resolution Process

If you are unsatisfied with the outcome of your refund or cancellation request, we encourage you to follow our formal dispute resolution process before seeking external remedies.

10.1 Internal Escalation

If your initial refund request was denied or you believe the resolution was inadequate, you may escalate the matter by emailing [email protected] with the subject line "Refund Dispute – [Your Order Number]". Please include a full description of your original complaint, the resolution offered, and why you believe a different outcome is warranted. A senior member of our team will review your case and respond within 5 business days.

10.2 Consumer Protection Rights

As a customer in the United States, you have rights under applicable federal and state consumer protection laws, including the Federal Trade Commission Act (FTC Act), which protects consumers against unfair or deceptive business practices. Depending on your state of residence, additional consumer protections may apply.

If you are located in California, you may have additional rights under the California Consumer Privacy Act (CCPA/CPRA) and other California consumer protection statutes.

10.3 Chargebacks

We strongly encourage customers to contact us directly before initiating a chargeback with their bank or credit card provider. Most issues can be resolved quickly and amicably without the need for a formal chargeback. Unauthorized or unwarranted chargebacks may affect your ability to place future orders with Green Lantern Pizza.

10.4 Third-Party Delivery Platforms

If your order was placed through a third-party delivery application or platform, your refund or dispute may be subject to that platform's own policies. We recommend contacting the platform directly for orders placed through such services, though you are also welcome to contact us for assistance.

11. Modifications to This Policy

Green Lantern Pizza reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on our website at pizza-greenlatern.rest with an updated effective date. We encourage you to review this policy periodically. Continued use of our services following any updates constitutes your acceptance of the revised policy.

12. Contact Information for Refund Requests

For all refund requests, exchanges, cancellations, or general questions regarding this policy, please contact us using the information below:

Our customer support team is dedicated to resolving your concerns as quickly and fairly as possible. We ask that you provide complete and accurate information when submitting a request so that we can assist you efficiently.