Refund Policy

At Green Lantern Pizza, we are committed to delivering high-quality food and an exceptional customer experience. We understand that situations may arise where a refund or order adjustment is necessary. This Refund Policy outlines the conditions, procedures, and timeframes that govern refund requests for orders placed through our website cafe-greenlatern.top or any other ordering channel we operate.

Please read this policy carefully before placing your order. By completing a purchase with Green Lantern Pizza, you agree to the terms set forth in this Refund Policy. This policy is governed by applicable United States consumer protection laws, including relevant Federal Trade Commission (FTC) guidelines.

1. Eligibility Conditions for Refunds

We want every customer to be completely satisfied with their order. Refunds may be issued under the following circumstances:

• Incorrect Order: You received items that are different from what you ordered (e.g., wrong toppings, wrong pizza size, wrong crust type).
• Missing Items: One or more items from your confirmed order were not delivered or included in your pickup bag.
• Food Quality Issues: The food you received was undercooked, burnt, spoiled, or otherwise not prepared to an acceptable standard of quality.
• Food Safety Concerns: You discovered a foreign object in your food or have a verifiable food safety concern related to your order.
• Order Not Delivered: A delivery order was never received, and tracking or confirmation evidence supports non-delivery.
• Duplicate Charges: You were charged more than once for the same order due to a technical error on our platform.
• Significant Delay: Your order was delivered significantly later than the estimated time stated at checkout, causing the food to be cold or otherwise unacceptable.

Refunds are evaluated on a case-by-case basis. Green Lantern Pizza reserves the right to request photographic or other supporting evidence before approving a refund claim.

2. Timeframes for Refund Requests

To ensure that issues are addressed in a timely and accurate manner, we ask that all refund requests be submitted within the following timeframes:

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

3. Non-Refundable Items and Services

Certain items and charges are non-refundable under this policy. These include:

• Delivery Fees: Delivery service fees are non-refundable unless the non-delivery was caused entirely by an error on our part.
• Service Charges and Tips: Any service charges or optional gratuities added at checkout are non-refundable.
• Promotional or Discounted Items: Items purchased using special promotions, limited-time discounts, or coupon codes where the terms of the promotion explicitly state non-refundable status.
• Customized or Special-Request Items: Items made to a customer's specific, unusual customization that deviate significantly from our standard menu offerings, unless a clear quality defect is present.
• Gift Cards and Store Credit: Gift card purchases are non-refundable and cannot be exchanged for cash.
• Partially Consumed Items: Refunds will generally not be issued for items that have been substantially consumed, unless a food safety or quality concern is identified and documented.
• Change of Mind: Refunds are not provided simply because you changed your mind after an order has been confirmed and prepared.

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

To request a refund, please follow the steps outlined below:

1. Step 1 — Gather Your Information: Before contacting us, please have the following ready:
   • Your order number or confirmation email
   • The date and time of your order
   • A clear description of the issue
   • Photos or videos of the issue (if applicable, such as incorrect items or food quality problems)
2. Step 2 — Contact Green Lantern Pizza: Reach out to us using one of the following methods:
   • Email: [email protected]
   • Website: cafe-greenlatern.top (use our contact or support form)
3. Step 3 — Submit Your Refund Request: Provide all relevant details in your message, including your order number, the nature of the issue, and any supporting evidence such as photos.
4. Step 4 — Await Review: Our customer support team will review your request and may contact you for additional information. All refund requests are reviewed within 1–3 business days.
5. Step 5 — Receive Our Decision: We will notify you by email of the outcome of your refund request. If approved, we will initiate the refund to your original payment method or offer an appropriate alternative resolution.

5. 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. The following are estimated processing times:

Please be aware that processing times may vary depending on your financial institution. Green Lantern Pizza is not responsible for any additional delays caused by your bank or payment provider once the refund has been initiated on our end.

6. Partial Refunds

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

• Only certain items in a multi-item order were incorrect, missing, or defective — in which case only those items will be refunded.
• An order was partially consumed before a quality issue was identified, and verification of the issue is possible only for the unconsumed portion.
• A discount, coupon, or promotional credit was applied to the original order — the refund will reflect the actual amount paid for the affected item(s), not the full menu price.
• An order was significantly delayed, but the food was ultimately delivered and consumed — a partial refund may be offered as a goodwill gesture at our discretion.
• An item was prepared with minor customization errors (e.g., slightly less of a topping) that do not constitute a fundamental failure of the order.

The amount of any partial refund will be determined by our customer support team and communicated to you in writing via email.

7. Exchange Policy

Due to the perishable nature of food products, we do not offer direct item-for-item exchanges in the traditional sense. However, Green Lantern Pizza may, at its discretion, offer the following remedies in lieu of a monetary refund:

• Order Replacement: If you received a significantly incorrect or defective item, we may offer to re-prepare and deliver or make available for pickup the correct item at no additional cost. This option is subject to kitchen operating hours and availability.
• Store Credit: In certain cases, we may offer store credit equivalent to the value of the affected item(s), which can be applied to a future order.
• Complimentary Item: For minor issues or as a goodwill gesture, we may offer a complimentary item on your next visit or order.

Any exchange or replacement offer will be communicated to you via email by our customer support team and must be accepted within 7 calendar days of the offer date.

8. Cancellation Policy

We begin preparing orders shortly after they are received to ensure prompt delivery or pickup. For this reason, our cancellation window is limited.

8.1 Online and Phone Orders

• Within 5 minutes of placing your order: You may cancel your order for a full refund. Contact us immediately by email at [email protected].
• After 5 minutes of placing your order: Once preparation has begun, cancellations are generally not accepted. If food preparation has not yet started (which we will verify internally), we may accommodate the cancellation at our discretion.
• After food preparation has begun: Cancellations are not accepted, and no refund will be issued unless there is an extenuating circumstance approved by our management team.

8.2 Scheduled / Pre-Orders

If you have placed a scheduled or pre-order for a future date and time, you may cancel up to 2 hours before the scheduled preparation time for a full refund. Cancellations made less than 2 hours before the scheduled time may be subject to a cancellation fee or may not be eligible for a refund if preparation has already commenced.

8.3 Catering Orders

For large catering or bulk orders, a separate cancellation policy may apply. Please refer to your catering agreement or contact us directly at [email protected] for details.

9. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request or believe your complaint has not been adequately addressed, you may escalate the matter through the following process:

9.1 Internal Escalation

Request that your complaint be escalated to a senior member of our customer support team or management. You can do this by replying to your original support email or by sending a new message to [email protected] with the subject line "Escalation Request — [Your Order Number]". We aim to respond to escalated complaints within 3 business days.

9.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute charges with your credit card company or bank if you believe you have been charged incorrectly or if your order was not fulfilled as promised. This right is protected under the Fair Credit Billing Act (FCBA) and applicable FTC regulations. We encourage customers to attempt to resolve disputes directly with us before initiating a chargeback, as chargebacks may affect your account status with Green Lantern Pizza.

9.3 Consumer Protection Agencies

If you believe your consumer rights have been violated, you may also file a complaint with the following organizations:

• Federal Trade Commission (FTC): www.ftc.gov
• Your State Attorney General's Office
• Better Business Bureau (BBB): www.bbb.org

9.4 Informal Resolution

We are committed to resolving all disputes fairly and in good faith. Before pursuing any formal legal action, we ask that you provide us with a reasonable opportunity to resolve the issue informally by contacting us directly. Most disputes can be resolved efficiently through direct communication.

10. Abuse of Refund Policy

Green Lantern Pizza reserves the right to deny refund requests that appear to be fraudulent, abusive, or made in bad faith. Customers who submit repeated, unverifiable refund claims or who appear to be exploiting this policy may have their accounts restricted or terminated. We track refund history to ensure this policy is applied fairly to all customers.

11. Changes to This Refund Policy

Green Lantern Pizza reserves the right to modify or update this Refund Policy at any time. Any changes will be posted on our website at cafe-greenlatern.top with a revised effective date. We encourage you to review this policy periodically. Your continued use of our services after any changes constitutes your acceptance of the updated policy.

12. Contact Information for Refund Requests

For all refund inquiries, cancellation requests, or order-related concerns, please contact our customer support team using the information below. We strive to respond to all messages within 1–2 business days.