Refund Policy

Effective Date: May 27, 2026 | Last Updated: May 27, 2026

1. General Overview

This Refund Policy applies to all orders placed through our website at eatgreenlaternpizza.rest, by phone, or in person at Green Lantern Pizza. Because we serve freshly prepared food products, our refund and return procedures differ from those of traditional retail businesses. We have developed this policy to be fair, transparent, and compliant with applicable consumer protection laws in the United States, including the Federal Trade Commission (FTC) Act.

By placing an order with Green Lantern Pizza, you acknowledge that you have read, understood, and agreed to the terms outlined in this Refund Policy. We reserve the right to update this policy at any time, and any changes will be reflected on this page with an updated effective date.

2. Eligibility Conditions for Refunds

We want every customer to be satisfied with their Green Lantern Pizza experience. Refunds may be issued under the following conditions:

• Incorrect Order: You received an item that is different from what you ordered (e.g., wrong toppings, wrong size, or wrong item entirely).
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food was undercooked, overcooked, spoiled, or otherwise not prepared to a safe or acceptable standard.
• Allergic Reactions or Ingredient Errors: You informed us of a specific food allergy or dietary restriction at the time of ordering, and we failed to honor that request, resulting in a health concern.
• Significant Delivery Delays: For delivery orders, your food arrived in an inedible condition as a direct result of an unreasonable delay caused by our delivery operations.
• Duplicate Charges: You were charged more than once for the same order due to a payment processing error.
• Order Not Received: Your delivery order was never delivered and cannot be verified as delivered by our records.

Refund eligibility is assessed on a case-by-case basis. We reserve the right to request photographic or other evidence to support your claim before processing a refund.

3. Timeframes for Refund Requests

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

Requests submitted after these timeframes may not be eligible for a refund. We strongly encourage customers to inspect their orders upon receipt and contact us immediately if there is an issue.

4. Non-Refundable Items and Situations

Due to the perishable nature of food products, certain situations are not eligible for a refund. These include, but are not limited to:

• Orders where the customer simply changed their mind after the food was prepared.
• Orders that have been fully consumed before a complaint is reported.
• Customization requests that were clearly communicated and fulfilled correctly.
• Minor variations in food appearance that do not affect taste, safety, or quality (e.g., slight differences in topping distribution).
• Orders affected by delays caused by circumstances beyond our control, such as extreme weather events, traffic incidents, or third-party delivery platform failures.
• Promotional, discounted, or free items offered as part of a special offer or loyalty program.
• Gift cards and promotional vouchers once they have been redeemed.
• Delivery fees, except in cases where the order was never delivered due to our error.
• Requests made after the applicable timeframes stated in Section 3.

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

We have made the refund request process as simple and straightforward as possible. Please follow these steps:

1. Contact Us Promptly: Reach out to Green Lantern Pizza as soon as you identify the issue. You can contact us by:
   • Email: [email protected]
   • Website: eatgreenlaternpizza.rest
2. Provide Your Order Information: When contacting us, please include:
   • Your full name
   • Order number or confirmation number
   • Date and time the order was placed
   • Method of order placement (website, phone, or in-store)
   • Payment method used
3. Describe the Issue: Clearly explain what went wrong with your order. Be as specific as possible, including which items were affected and the nature of the problem.
4. Submit Supporting Evidence (if applicable): If the issue relates to food quality, incorrect items, or missing items, please provide clear photographs of the food or packaging. This helps us investigate and resolve your claim more efficiently.
5. Await Our Response: Our customer service team will review your request and respond within 1–2 business days. We may follow up with additional questions if needed.
6. Refund Approval and Processing: If your refund is approved, we will notify you by email and process the refund according to the timelines specified in Section 7 of this policy.

6. Cancellation Policy

We understand that plans can change. Here is how our cancellation policy works:

6.1 Online and Phone Orders

Orders may be cancelled free of charge if the request is made within 5 minutes of placing the order, provided that food preparation has not yet begun. Once food preparation has started, cancellations may not be accepted, or only a partial refund may be issued at our discretion.

6.2 In-Store Orders

In-store orders that have already been submitted to our kitchen cannot be cancelled. If you have a concern about an in-store order, please speak with a manager immediately.

6.3 Catering and Large Group Orders

For catering orders or large group orders (typically 10 or more people), the following cancellation terms apply:

• Cancellation made 48 hours or more before the scheduled order time: Full refund issued.
• Cancellation made between 24 and 48 hours before the scheduled order time: 50% refund issued.
• Cancellation made less than 24 hours before the scheduled order time: No refund will be issued, as ingredients and preparation resources will have already been committed.

To cancel a catering order, please contact us directly at [email protected] as soon as possible.

7. Refund Processing Times by Payment Method

Once a refund has been approved by our team, the processing time will depend on your original payment method:

Please note that these timeframes reflect our internal processing times. Your bank or financial institution may take additional time to post the refund to your account. Green Lantern Pizza is not responsible for delays caused by your bank's processing schedules.

8. Partial Refunds

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

• Only one or a few items in a multi-item order were incorrect, missing, or unsatisfactory, and the remainder of the order was acceptable.
• A food quality issue affected part of the order but not the entire order.
• The customer partially consumed the food before identifying the issue, and the remaining portion was still problematic.
• A catering or large group order is cancelled within the 24–48 hour window (see Section 6.3).
• A delivery delay occurred but the food was still in an edible condition upon arrival.

The amount of a partial refund will be determined at the sole discretion of Green Lantern Pizza management, based on the nature and extent of the issue reported. We will always aim to offer a fair resolution.

9. Exchange Policy

Because our products are freshly prepared food items, traditional product exchanges (returning one item for a replacement) are handled differently than in retail environments. Here is how we manage exchanges:

• Incorrect Items: If you received an incorrect item and are still at our location or if the delivery driver is still present, we will replace the item immediately at no additional charge.
• Post-Delivery or Post-Pickup Replacement: If you have already left our location or accepted a delivery and then discover an incorrect item, we will offer you a replacement item on your next visit or order, provided you report the issue within the timeframes stated in Section 3.
• Quality Issues: If the food did not meet our quality standards (e.g., undercooked pizza, incorrect preparation), we will offer to remake and deliver or provide the item for pickup at no additional charge, subject to availability and within our operating hours.

Exchanges are subject to the same eligibility conditions as refunds and must be requested within the timeframes outlined in Section 3. We cannot exchange food that has been fully consumed.

10. Dispute Resolution Process

We are committed to resolving all customer concerns in a fair and timely manner. If you are not satisfied with the outcome of a refund request, we encourage you to follow this dispute resolution process:

Step 1: Internal Escalation

If you feel that your initial refund request was not handled satisfactorily, please request to speak with or email a manager directly at [email protected] with the subject line "Refund Dispute – [Your Order Number]." A senior team member will review your case within 3 business days.

Step 2: Written Formal Complaint

If the internal escalation does not resolve your concern, you may submit a formal written complaint to us at the contact information provided in Section 11. We will acknowledge receipt of your complaint within 2 business days and provide a final written decision within 7 business days.

Step 3: External Dispute Resolution

If you remain unsatisfied after exhausting our internal process, you have the right to seek resolution through the following external channels:

• Federal Trade Commission (FTC): You may file a consumer complaint at www.ftc.gov or by calling 1-877-FTC-HELP.
• Your State Attorney General's Office: Most U.S. states have a consumer protection division. You may contact your state's Attorney General office to file a complaint.
• Better Business Bureau (BBB): You may file a complaint with the BBB at www.bbb.org.
• Credit Card Chargeback: If you paid by credit or debit card and believe a charge was unauthorized or incorrect, you retain the right to initiate a chargeback through your card issuer. We ask that you contact us first to attempt resolution before initiating a chargeback.

Green Lantern Pizza is committed to working in good faith to resolve any disputes. We do not retaliate against customers who exercise their legal rights.

11. Contact Information for Refund Requests

If you need to submit a refund request or have any questions about this policy, please reach out to us using the contact information below. Our customer service team is here to help.

12. Policy Updates

Green Lantern Pizza reserves the right to modify this Refund Policy at any time. Changes will be posted on this page with an updated effective date. We encourage customers to review this policy periodically. Your continued use of our services after any changes have been made constitutes your acceptance of the revised policy.