Refund Policy

Effective Date: May 28, 2026 | Last Updated: May 28, 2026

1. Introduction

This Refund Policy applies to all orders placed through our website at pizzagreenlatern.rest, by phone, or in person at Green Lantern Pizza. By placing an order with us, you agree to the terms outlined in this policy. This policy is governed by applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act, and any relevant state laws where our business operates.

We understand that issues can occasionally arise with food orders — whether related to quality, accuracy, or delivery. This policy is designed to be fair, transparent, and straightforward so you always know what to expect when requesting a refund or reporting a problem.

2. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund under the following circumstances:

• Incorrect Order: You received items that were different from what you ordered.
• Missing Items: One or more items from your order were not included in your delivery or pickup.
• Poor Food Quality: The food you received was undercooked, overcooked, spoiled, or otherwise unfit for consumption.
• Food Safety Concern: You found a foreign object in your food or have reason to believe the food was prepared in an unsanitary manner.
• Order Not Delivered: Your delivery order was never received and cannot be confirmed as delivered by our records or our delivery partner.
• Significant Delay: Your order was delivered substantially later than the estimated time provided at checkout, and the food quality was compromised as a result.
• Duplicate Charge: Your payment method was charged more than once for the same order.
• Unauthorized Transaction: A charge appeared on your account that you did not authorize.

To be eligible for a refund, you must contact us within the timeframes specified in Section 3 below and provide reasonable evidence of the issue where applicable.

3. Timeframes for Refund Requests

We ask that all refund requests be submitted as soon as possible after the issue occurs. The following timeframes apply:

Requests submitted outside of these timeframes may be reviewed on a case-by-case basis at our sole discretion, but we cannot guarantee a resolution for late submissions.

4. Non-Refundable Items and Services

The following items and situations are generally not eligible for refunds:

• Change of Mind: Refunds are not issued simply because you changed your mind after placing an order that was already prepared or is in transit.
• Customization Errors by the Customer: If you made an error during the ordering process (e.g., selecting the wrong size, toppings, or quantity), we are not obligated to issue a refund, though we will make reasonable efforts to accommodate you.
• Partially Consumed Food: If you have consumed the majority of your meal before raising a quality concern, a refund may not be issued unless the concern is a food safety issue.
• Delivery Fees: Delivery fees are generally non-refundable unless the order was not delivered at all.
• Service Fees or Platform Fees: Any third-party platform fees charged by external ordering apps or services are not controlled by Green Lantern Pizza and are therefore non-refundable through us.
• Promotional or Discounted Orders: Items purchased using promotional discounts, coupons, or special deals may have limited refund eligibility.
• Gift Cards: Purchased gift card values are non-refundable but may be transferable.

5. How to Request a Refund (Step-by-Step)

Requesting a refund from Green Lantern Pizza is simple. Please follow these steps:

1. Step 1 — Contact Us Promptly: Reach out to our customer support team as soon as you notice an issue. You can contact us by:
   • Email: [email protected]
   • Website: pizzagreenlatern.rest
2. Step 2 — Provide Your Order Details: When you contact us, please have the following information ready:
   • Your full name
   • Order number or confirmation number
   • Date and time of the order
   • The item(s) in question
   • A clear description of the issue
3. Step 3 — Provide Supporting Evidence (If Applicable): For quality complaints, food safety concerns, or incorrect orders, we may ask you to provide:
   • Photographs of the food or packaging
   • A description of what was wrong with the item
4. Step 4 — Review Process: Our team will review your request within 1–3 business days. We may contact you for additional information if needed.
5. Step 5 — Resolution: Once your request is reviewed and approved, we will notify you of the resolution, which may include a full refund, partial refund, store credit, or replacement order, depending on the nature of the issue.

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 original payment method:

Please note that processing times may vary depending on your financial institution. Green Lantern Pizza is not responsible for delays caused by banks or payment processors once the refund has been initiated on our end. If your refund does not appear within the stated timeframe, please contact your bank or card issuer first, then reach out to us if the issue persists.

7. Partial Refunds

In some cases, a partial refund may be issued instead of a full refund. Partial refunds may apply when:

• Only some items in an order were incorrect or missing, and the rest of the order was satisfactory.
• The food quality issue affected only part of the order.
• You have partially consumed the order before noticing a problem that does not constitute a food safety risk.
• A delivery delay occurred but the food was still received in acceptable condition.
• You used a promotional discount or coupon — the refund amount will be calculated based on the actual amount you paid.

The amount of a partial refund will be determined at our discretion based on the specific circumstances of each case, and we will always aim to provide a fair resolution.

8. Exchange Policy

Because we serve freshly prepared food, traditional product exchanges are not always possible. However, we do offer the following alternatives in appropriate situations:

• Replacement Order: If your order was incorrect or had a significant quality issue, we may offer to prepare and deliver (or make available for pickup) a replacement order at no charge.
• Store Credit: In lieu of a cash refund or replacement, we may offer store credit that can be applied to a future order. Store credits are valid for 90 days from the date of issuance.
• Item Substitution: If a specific menu item is unavailable as a replacement, we will work with you to find a suitable alternative of equal or greater value.

To request a replacement or exchange, please contact us using the same process described in Section 5.

9. Cancellation Policy

We begin preparing your order as soon as it is confirmed, so our ability to accommodate cancellations is limited. The following cancellation terms apply:

9.1 Online and Phone Orders

• Within 5 minutes of placing the order: You may request a cancellation and receive a full refund if the order has not yet entered preparation. Please call us immediately at the phone number listed in Section 11 or email [email protected].
• After 5 minutes: Once food preparation has begun, we are unable to cancel the order. If the order has not yet been picked up or dispatched for delivery, we may offer a store credit at our discretion.
• After dispatch for delivery: Orders that are already out for delivery cannot be cancelled.

9.2 In-Store Orders

In-store orders cannot be cancelled once they have been submitted to the kitchen. Please review your order carefully before confirming it at the register or kiosk.

9.3 Catering or Advance Orders

For catering orders or advance group orders, cancellations must be made at least 24 hours before the scheduled pickup or delivery time to receive a full refund. Cancellations made less than 24 hours in advance may be subject to a cancellation fee of up to 50% of the order total, depending on the preparation work already completed.

10. Dispute Resolution Process

If you are not satisfied with the resolution offered by our customer support team, you have the following options to escalate your concern:

10.1 Internal Escalation

You may request that your case be reviewed by a manager or supervisor at Green Lantern Pizza. Please send a written request to [email protected] with the subject line "Refund Escalation Request" and include your order number, the original complaint, and the resolution you were offered. We will respond within 5 business days.

10.2 Chargeback Process

If you paid by credit or debit card and believe a charge was unauthorized or incorrect, you have the right to dispute the charge directly with your card issuer (bank or credit card company). Under the Fair Credit Billing Act (FCBA), credit card holders have up to 60 days from the statement date to dispute a billing error. We encourage you to contact us first, as we can often resolve the issue more quickly than a formal chargeback process.

10.3 Consumer Protection Agencies

Customers in the United States have the right to file a complaint with:

• Federal Trade Commission (FTC): www.ftc.gov — for consumer protection complaints related to unfair or deceptive business practices.
• Better Business Bureau (BBB): www.bbb.org — for general business complaints and mediation.
• Your State Attorney General's Office: Most states have a consumer protection division that handles food service and billing disputes.

10.4 California Residents — CCPA/CPRA Rights

If you are a California resident, you may have additional rights under the California Consumer Privacy Act (CCPA) and the California Privacy Rights Act (CPRA) regarding your personal data collected during the ordering process. For more information, please refer to our Privacy Policy at pizzagreenlatern.rest.

11. Contact Information for Refund Requests

To submit a refund request or get help with an order issue, please contact us using any of the following methods:

When contacting us, please include your order number, full name, and a description of your issue to help us process your request as quickly as possible.

12. Policy Updates

Green Lantern Pizza reserves the right to update or modify this Refund Policy at any time. Changes will be posted on our website at pizzagreenlatern.rest with an updated effective date. Continued use of our services after any changes constitutes your acceptance of the revised policy. We encourage you to review this policy periodically to stay informed of your rights.