Refund Policy

At Green Lantern Pizza, we are committed to delivering high-quality food and an outstanding customer experience with every order. We understand that issues can occasionally arise, and this Refund Policy outlines your rights and our procedures to ensure fair and transparent resolution. Please read this policy carefully before placing an order through our website at greenlatern-meal.rest.

1. Overview

This Refund Policy applies to all orders placed through our website, mobile platform, phone, or in-store at Green Lantern Pizza. By placing an order with us, you agree to the terms outlined in this policy. We reserve the right to update or modify this policy at any time, and changes will be posted on this page with an updated effective date.

Our goal is to resolve every concern quickly, fairly, and professionally. If you are not satisfied with your order for any legitimate reason, we encourage you to reach out to us promptly so we can make it right.

2. Eligibility Conditions for Refunds

To be eligible for a refund, your situation must meet one or more of the following conditions:

• You received an incorrect order — items delivered do not match what was ordered.
• Your order arrived in an unacceptable condition (e.g., significantly damaged, spoiled, or unsafe to consume).
• Your order was never delivered, and confirmation of non-delivery has been verified by our team.
• You were charged more than once for the same order due to a technical or payment processing error.
• A significant portion of your order was missing (missing items not included in delivery).
• Your order was significantly delayed beyond the stated estimated delivery time due to circumstances within our control, resulting in the food being unsuitable for consumption.
• You cancelled your order within the permitted cancellation window (see Section 8 below).

Refunds will not be granted under the following circumstances:

• You simply changed your mind after placing and receiving your order.
• The issue was caused by incorrect information provided by the customer (e.g., wrong delivery address).
• You experienced a delay caused by factors beyond our control, including severe weather, traffic, or third-party delivery service interruptions.
• The complaint is submitted more than 48 hours after the order was received or was supposed to be received.
• Promotional, discounted, or complimentary items included in your order.

3. Timeframes for Refund Requests

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

Requests submitted outside these windows may not be eligible for a full refund. We recommend contacting us as soon as possible after identifying an issue with your order.

4. Non-Refundable Items and Services

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

• Delivery fees: Delivery charges are non-refundable unless the non-delivery was entirely the result of an error on our part.
• Service fees and platform surcharges: Any additional fees applied at checkout are non-refundable.
• Promotional or free items: Items provided at no cost as part of a promotion, deal, or loyalty reward cannot be refunded.
• Gift cards and credits: Purchases of gift cards or store credits are final and non-refundable unless required by applicable law.
• Special customization costs: Additional charges for custom toppings, special requests, or upgrades are non-refundable once the order has been prepared.
• Partially consumed food items: We are unable to process refunds for items that have been partially or fully consumed, except in verified food safety cases.

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

Follow these steps to submit a refund request with Green Lantern Pizza:

1. Step 1 — Contact Us Promptly: Reach out to our customer support team as soon as you identify the issue. You can contact us via:
   • Email: [email protected]
   • Website: greenlatern-meal.rest
2. Step 2 — Provide Your Order Details: Include the following information in your refund request:
   • Full name and contact information used when placing the order
   • Order number or confirmation number
   • Date and time the order was placed
   • A clear description of the issue you experienced
3. Step 3 — Submit Supporting Evidence: Where applicable, please attach photos or screenshots that clearly show the issue (e.g., incorrect items, damaged food, billing receipts showing duplicate charges). Evidence significantly speeds up the review process.
4. Step 4 — Await Confirmation: Our team will acknowledge your request within 1 business day and begin reviewing your case. You may be asked for additional information.
5. Step 5 — Resolution Notification: Once our review is complete, we will notify you of the outcome via the contact information you provided. If your refund is approved, you will receive details on how and when the refund will be processed.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to appear in your account depends on the original payment method used:

Please note that while we process refunds on our end promptly after approval, your bank or payment provider may have their own processing timelines. If you have not received your refund after the above timeframes, we recommend contacting your bank before reaching out to us.

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 specific items in your order were incorrect, missing, or unsatisfactory — a refund will be issued for those items only.
• The food quality issue affected only part of your order (e.g., one pizza was fine, but another was not prepared correctly).
• A delivery was significantly delayed but the food was still received and largely consumable — a partial refund or credit may be offered as a goodwill gesture.
• You used a promotional discount code or coupon — the refund amount will reflect the actual amount paid after discounts, not the full retail value.
• An order was cancelled after preparation had already begun — depending on the stage of preparation, a partial refund may be issued for items not yet started.

The determination of partial vs. full refund eligibility is made at the discretion of Green Lantern Pizza's customer service team based on a review of all relevant information.

8. Cancellation Policy

We begin preparing your order immediately after it is confirmed, which limits our ability to accommodate cancellations. Please review our cancellation terms carefully:

8.1 Online and Phone Orders

• Within 5 minutes of placing the order: Full cancellation and refund are available if food preparation has not yet begun. Contact us immediately at [email protected].
• After 5 minutes: If food preparation has begun, cancellation may not be possible, or only a partial refund may be issued.
• After food is out for delivery: Orders cannot be cancelled once they have been dispatched for delivery.

8.2 In-Store Orders

• In-store orders cannot be cancelled once the order has been submitted to the kitchen. Please confirm your order carefully before submitting.

8.3 Catering and Large Group Orders

• Catering orders or large group orders (10 or more pizzas) require a minimum of 24 hours' notice for cancellation to receive a full refund.
• Cancellations made less than 24 hours before the scheduled delivery or pickup time may be subject to a cancellation fee of up to 50% of the total order value.
• Cancellations made less than 4 hours before the scheduled time are non-refundable.

9. Exchange Policy

In lieu of a monetary refund, Green Lantern Pizza may offer to replace your order or provide store credit in the following situations:

• Incorrect items were delivered, and you prefer a replacement over a refund.
• A specific item was missing, and you would like it re-delivered or credited for your next order.
• Food quality did not meet expectations, and we are able to prepare a fresh replacement within a reasonable timeframe.

Exchanges or replacements are subject to availability and operational capacity at the time of the request. Replacement orders are typically offered at no additional charge. Store credits issued in lieu of cash refunds are valid for 90 days from the date of issuance and can be applied to any future order at greenlatern-meal.rest.

Store credits are non-transferable and cannot be exchanged for cash.

10. Dispute Resolution

If you are not satisfied with the outcome of your refund request, we encourage the following dispute resolution process:

10.1 Internal Escalation

If your initial refund request is denied or you disagree with the outcome, you may request an escalation to a senior member of our customer service team. Please email us at [email protected] with the subject line "Refund Escalation – [Your Order Number]". We will review your case again and respond within 3 business days.

10.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute charges with your bank or credit card issuer under applicable federal and state consumer protection laws, including protections provided by the Federal Trade Commission (FTC) Act and regulations under the Fair Credit Billing Act (FCBA). We ask that you attempt to resolve the matter with us directly before initiating a chargeback, as chargebacks can be a lengthy process for both parties.

10.3 State Consumer Protection Resources

You may also contact your state's consumer protection agency if you believe your consumer rights have been violated. Resources are available through the Federal Trade Commission at ftc.gov and through individual state attorneys general offices.

10.4 Informal Resolution

We strongly encourage resolving disputes informally and in good faith before pursuing any formal legal action. Green Lantern Pizza is committed to fair and timely resolution for all customers.

11. Contact Information for Refund Requests

For all refund requests, questions, or concerns related to this policy, please contact us using the information below:

Our customer support team is available to assist you and strives to respond to all inquiries within 1 business day. For the fastest resolution, please include your order number, a description of the issue, and any supporting photos when contacting us.

12. Policy Updates

Green Lantern Pizza reserves the right to amend, update, or revise this Refund Policy at any time. Any changes will be effective immediately upon posting on our website at greenlatern-meal.rest. The effective date at the top of this page will reflect the most recent update. We encourage you to review this policy periodically. Continued use of our services after any changes constitutes your acceptance of the revised policy.