Refund Policy

At Green Lantern Pizza, we are committed to delivering a satisfying experience with every order. We understand that issues can arise, and we want to ensure that our customers are treated fairly and respectfully. This Refund Policy outlines the terms and conditions under which refunds, exchanges, and cancellations are handled. By placing an order through our website pizza-greenlatern.digital or through any other channel, you agree to the terms described in this policy.

1. Our Commitment to Customer Satisfaction

Green Lantern Pizza takes pride in the quality of our food and service. If your order does not meet your expectations due to an error on our part, a quality issue, or a delivery problem, we will work diligently to make it right. Our refund policy is designed to be fair, transparent, and consistent with applicable consumer protection laws in the United States, including guidelines set forth by the Federal Trade Commission (FTC) Act.

We encourage all customers to review this policy carefully before placing an order. If you have questions, our support team is always available to assist you.

2. Eligibility Conditions for Refunds

A refund request may be eligible under the following circumstances:

• ✅ Wrong Order Delivered: You received items that are different from what you ordered.
• ✅ Missing Items: Part of your order was not included in the delivery or pickup.
• ✅ Food Quality Issues: The food was undercooked, spoiled, contaminated, or otherwise unfit for consumption upon delivery.
• ✅ Significant Delivery Delay: Your order was delayed beyond a reasonable and agreed-upon timeframe, causing the food to be unusable.
• ✅ Duplicate Charges: You were charged more than once for the same order due to a technical or payment processing error.
• ✅ Order Not Fulfilled: Your order was accepted but never prepared or delivered by Green Lantern Pizza.

3. Timeframes for Refund Requests

To ensure a timely resolution, customers must submit their refund requests within the following timeframes:

Requests submitted outside of these timeframes may not be eligible for a full refund. We strongly encourage customers to contact us as soon as an issue is identified.

4. Non-Refundable Items and Situations

The following situations are generally not eligible for a refund:

• Orders where the customer provided an incorrect delivery address.
• Food items that have been fully consumed prior to reporting a complaint.
• Customization requests or special instructions that were clearly fulfilled as submitted.
• Dissatisfaction based on personal taste preferences (e.g., "I didn't like the flavor").
• Orders where the customer was not present at the delivery location at the time of delivery after prior scheduling.
• Promotional, discounted, or complimentary items provided free of charge.
• Refund requests submitted beyond the stated timeframes in Section 3.
• Delivery fees, service fees, and platform fees charged by third-party services (these are governed by the respective third-party refund policies).

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

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

6. Refund Processing Times by Payment Method

Once a refund has been approved, processing times vary depending on the payment method used at the time of purchase:

Please note that while we process refunds promptly on our end, the actual time it takes for funds to appear in your account depends on your financial institution's policies, which are outside our control.

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 a portion of the order had a quality issue or was missing, and the rest of the order was received satisfactorily.
• The customer consumed a significant portion of the order before reporting an issue.
• A promotional discount was applied to the original order, and the refund will reflect the actual amount paid for the affected item(s).
• Delivery fees may not be refunded if the order was successfully delivered but only specific food items are in question.

The exact amount of a partial refund will be communicated to the customer during the review process. We strive to be fair and reasonable in all partial refund decisions.

8. Cancellation Policy

Due to the nature of fresh food preparation, our cancellation window is limited. Please review the following cancellation terms carefully:

How to Cancel an Order

To cancel an order, immediately contact us via email at [email protected] or visit our website at pizza-greenlatern.digital with your order number and cancellation request. The faster you act, the higher the likelihood of a successful cancellation.

Cancellation Refund Timeline

• If the order is successfully cancelled before preparation begins: Full refund issued.
• If the order is already in preparation at the time of the cancellation request: No refund will be issued.
• If the order has been dispatched for delivery: No refund will be issued.

9. Exchange Policy

Because of the perishable nature of food products, we are generally unable to offer direct exchanges. However, in cases where the wrong item was delivered, we will make every effort to resolve the situation promptly:

• Replacement Order: In certain situations, we may offer to send a replacement order at no additional cost, subject to operational availability and time constraints.
• Store Credit: As an alternative to a cash refund, we may offer store credit equivalent to the value of the affected items. Store credit can be used on your next order at Green Lantern Pizza.
• Full or Partial Refund: If a replacement is not feasible, we will issue a full or partial refund based on the nature of the issue.

All exchange or replacement decisions are made at the discretion of Green Lantern Pizza management and depend on the specific circumstances of each case.

10. Dispute Resolution Process

We are dedicated to resolving all customer concerns in a fair and timely manner. If you are not satisfied with the outcome of your refund or complaint, please follow the dispute resolution steps below:

Step 1: Internal Escalation

If you feel your initial refund request was not handled appropriately, you may request an escalation to a senior manager by contacting us at [email protected] with the subject line: "Refund Dispute Escalation – Order #[Your Order Number]". We will review your case within 5 business days.

Step 2: Good Faith Negotiation

Green Lantern Pizza is committed to resolving disputes through good faith communication. We encourage customers to engage directly with our team to reach a mutually acceptable resolution before pursuing any external remedies.

Step 3: Credit Card Chargeback

If you believe you have been wrongfully charged and our internal process has not resolved your concern, you have the right to contact your bank or credit card provider to initiate a chargeback dispute. We encourage this only as a last resort and ask that you first allow us the opportunity to resolve the matter directly.

Step 4: Consumer Protection Agencies

If you remain unsatisfied, you may file a complaint with a relevant consumer protection authority, including:

• Federal Trade Commission (FTC): www.ftc.gov
• Better Business Bureau (BBB): www.bbb.org
• Your state's Consumer Protection Office

11. Third-Party Delivery Platforms

If your order was placed through a third-party delivery platform (such as DoorDash, Uber Eats, Grubhub, or similar services), please note that the refund and dispute process may be governed by that platform's own policies. In such cases:

• You should first contact the third-party platform's customer support for assistance.
• Green Lantern Pizza is not directly responsible for refunds processed through third-party platforms.
• Delivery fees, service fees, and tips charged by third-party platforms are not refundable by Green Lantern Pizza.

However, if the issue is directly related to the food quality or preparation by Green Lantern Pizza, we encourage you to also contact us directly so we can take corrective action.

12. Policy Modifications

Green Lantern Pizza reserves the right to update or modify this Refund Policy at any time without prior notice. Any changes will be reflected with an updated effective date on this page. We recommend that customers review this policy periodically to stay informed of any updates. Continued use of our services after any changes constitutes your acceptance of the revised policy.

13. Contact Information for Refund Requests

For all refund inquiries, cancellations, complaints, or questions regarding this policy, please reach out to us using the contact details below:

When contacting us, please include your order number, the date of your order, a clear description of the issue, and any supporting photos or documentation to help us resolve your request as quickly as possible.