Refund Policy — Green Lantern Pizza

At Green Lantern Pizza, we are committed to delivering fresh, high-quality food and an exceptional customer experience. We understand that sometimes orders may not meet your expectations, and we have established this Refund Policy to address those situations fairly and transparently. Please read this policy carefully before placing an order through our website at cafe-greenlatern.click or by any other means.

By placing an order with Green Lantern Pizza, you agree to the terms outlined in this Refund Policy. If you have any questions, please contact us at [email protected] before completing your purchase.

1. Our Commitment to Quality

Green Lantern Pizza takes pride in preparing every order with fresh ingredients and careful attention to quality. Because our products are perishable food items prepared to order, our refund and return procedures differ from those of traditional retail businesses. This policy has been designed in accordance with applicable United States consumer protection laws, including guidelines established by the Federal Trade Commission (FTC) under the FTC Act.

We encourage all customers to review their order details carefully before submitting a request. Our team works diligently to fulfill every order accurately; however, we acknowledge that mistakes can occur, and we are committed to making things right whenever they do.

2. Eligibility Conditions for Refunds

A refund request may be considered eligible under the following circumstances:

• Incorrect Order: You received items that do not match what you ordered (wrong pizza size, toppings, or items entirely different from your order).
• Missing Items: One or more items included in your order confirmation were not delivered or provided at pickup.
• Food Quality Issues: The food you received was demonstrably undercooked, overcooked, spoiled, or otherwise unfit for consumption.
• Allergen Incidents: Your order contained an allergen that was clearly noted as excluded at the time of ordering, resulting in a verified quality or safety concern.
• Duplicate Charges: Your payment method was charged more than once for a single order due to a technical or processing error.
• Order Never Received: A confirmed delivery order was never received and the delivery could not be verified by our system or the delivery partner.
• Significant Delivery Delay: Your order arrived in a condition that made it inedible due to an excessive delay caused by circumstances within Green Lantern Pizza's control.

Refunds are evaluated on a case-by-case basis. Green Lantern Pizza reserves the right to request supporting evidence, such as photographs of the item(s) in question, prior to approving a refund.

3. Timeframes for Refund Requests

To ensure a prompt and fair resolution, all refund requests must be submitted within the following timeframes:

Requests submitted after the applicable deadline may not be eligible for a refund. We strongly encourage customers to inspect their orders upon receipt and contact us immediately if there is any problem.

4. Non-Refundable Items and Situations

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

• Orders where the food has been substantially consumed (more than half eaten) before the complaint is raised.
• Dissatisfaction based solely on personal taste preferences that are not related to quality, accuracy, or safety.
• Items that were correctly prepared according to the specifications provided at the time of ordering.
• Promotional, discounted, or complimentary items provided as part of a special offer or loyalty reward.
• Refund requests submitted outside the designated timeframes outlined in Section 3.
• Delays or issues caused by incorrect address information provided by the customer.
• Issues arising from third-party delivery platform errors beyond the direct control of Green Lantern Pizza (customers should contact the relevant platform directly in such cases).
• Orders where the customer refused delivery without a valid reason related to order accuracy or quality.

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

If you believe your order qualifies for a refund based on the eligibility conditions listed above, please follow these steps:

1. Contact Us Promptly: Reach out to Green Lantern Pizza as soon as possible after identifying the issue. You may contact us via email at [email protected] or through the contact form available on our website at cafe-greenlatern.click.
2. Provide Your Order Details: In your message, include the following information:
   • Full name used at the time of ordering
   • Order number or confirmation number
   • Date and time of the order
   • Description of the issue you experienced
   • Whether your order was for delivery or pickup
3. Submit Supporting Evidence: Where applicable, attach clear photographs of the food item(s) that did not meet the expected standard. Visual evidence significantly speeds up the review process.
4. Await Confirmation: Once we receive your request, our customer service team will send you an acknowledgment email within one (1) business day confirming receipt of your refund request.
5. Review and Decision: Our team will review the details of your request, including any evidence provided, and will respond with a decision within two (2) to three (3) business days.
6. Resolution: If your refund is approved, we will process it according to the timelines described in Section 6. If your request is denied, we will provide a clear explanation of the reason.

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 for the funds to appear in your account depends on your bank or payment provider's internal processing schedule. Green Lantern Pizza is not responsible for delays caused by financial institutions.

7. Partial Refunds

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

• Only one or a few items in a larger order were incorrect or unsatisfactory, while the rest of the order was properly fulfilled.
• The food quality issue affected only a portion of the order (for example, one pizza out of a multi-pizza order).
• A delivery delay affected the temperature or freshness of some but not all items in the order.
• A customer has partially consumed an item before reporting an issue, but a legitimate quality concern still exists for the unconsumed portion.
• A promotional discount was applied to part of the order, making only the non-discounted portion eligible for a refund.

The amount of a partial refund will be calculated based on the individual item prices as listed on our menu at the time of order. Our customer service team will communicate the specific refund amount to you before processing.

8. Exchange Policy

Because Green Lantern Pizza serves freshly prepared food, traditional product exchanges are not always practical. However, we do offer the following resolution options in lieu of or in addition to a refund:

• Order Replacement: If you received an incorrect or unsatisfactory item, we may offer to prepare and deliver (or make available for pickup) a replacement item free of charge, subject to operational feasibility based on the time of day and kitchen availability.
• Store Credit: In cases where a cash refund is not practical or where you prefer, we may offer store credit equivalent to the value of the affected item(s) to be applied toward a future order at Green Lantern Pizza.
• Menu Substitution: If a specific item is unavailable for replacement, we may offer a comparable menu item of equal or similar value as an alternative.

Exchange or replacement requests are subject to the same timeframes listed in Section 3. Please contact us promptly if you would prefer a replacement over a monetary refund.

9. Cancellation Policy

We understand that plans can change. However, because our kitchen begins preparing orders very shortly after they are placed, our cancellation window is limited:

9.1 Online and Phone Orders

• Cancellation Window: You may cancel an order within five (5) minutes of placing it, provided that preparation has not yet begun.
• To cancel, please call us immediately or use the cancellation option available through the website if applicable.
• If the order has already entered the preparation stage, cancellation may not be possible, and a refund may not be issued.

9.2 Scheduled or Pre-Orders

• If you have placed a scheduled or advance order, cancellations must be made at least one (1) hour before the scheduled preparation time to be eligible for a full refund.
• Cancellations made less than one hour before the scheduled time may receive a partial refund or store credit at our discretion.

9.3 Large Group or Catering Orders

• For catering or bulk orders of 10 or more pizzas, cancellations must be communicated at least 24 hours in advance for a full refund.
• Cancellations made between 12 and 24 hours in advance may receive a 50% refund.
• Cancellations made less than 12 hours before the scheduled time are non-refundable, as ingredients and preparation resources will have already been committed.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Green Lantern Pizza encourages the following dispute resolution process:

1. Internal Escalation: Request that your concern be escalated to a senior member of our customer service team by replying to your refund decision email and clearly stating that you wish to escalate the matter. A senior representative will review your case within three (3) business days.
2. Written Formal Complaint: If escalation does not resolve the matter to your satisfaction, you may submit a formal written complaint to [email protected] with the subject line "Formal Complaint — Refund Dispute." Include all relevant order information, correspondence, and the outcome you are seeking.
3. Mediation: If an internal resolution cannot be reached, both parties agree to attempt good-faith mediation before pursuing any formal legal remedies. Mediation may be conducted through a mutually agreed upon neutral third-party mediator.
4. Governing Law: This Refund Policy and any disputes arising hereunder shall be governed by the laws of the United States and the applicable state laws of the jurisdiction in which the business operates. Consumer rights provided under the FTC Act and applicable state consumer protection statutes are preserved and unaffected by this policy.
5. Consumer Protection Agencies: Customers retain the right to file a complaint with the Federal Trade Commission (FTC) at ftc.gov/complaint or with the consumer protection division of their state's attorney general's office if they believe their consumer rights have been violated.

11. Chargebacks and Payment Disputes

We encourage customers to contact us directly before initiating a chargeback through their bank or credit card provider. In many cases, we can resolve the issue faster and more efficiently through direct communication. If a chargeback is filed without first contacting us, we reserve the right to dispute the chargeback and provide our records, evidence, and this policy to the payment processor as part of our response.

Customers who have an active chargeback dispute pending with their financial institution may not be eligible for a simultaneous internal refund for the same transaction.

12. Policy Modifications

Green Lantern Pizza reserves the right to update or modify this Refund Policy at any time. Changes will be posted on our website at cafe-greenlatern.click with a revised effective date. Continued use of our services after any such changes constitutes your acceptance of the updated policy. We encourage you to review this page periodically to stay informed of any updates.

13. Contact Information for Refund Requests

For all refund requests, cancellations, exchanges, or questions related to this policy, please reach out to our customer support team through any of the following channels:

Our customer support team is available to assist you during regular business hours. We aim to respond to all inquiries within one (1) business day. When contacting us, please have your order number and relevant details ready to help us process your request as efficiently as possible.