Refund Policy

Effective Date: June 12, 2026 | Last Updated: June 12, 2026

1. General Overview

This Refund Policy governs all purchases made through our website greenlatern-food.rest, by phone, in-store, or through any affiliated third-party delivery platforms associated with Green Lantern Pizza. By placing an order with us, you agree to the terms outlined in this policy.

As a food service business operating in the United States, we comply with applicable consumer protection laws, including the Federal Trade Commission (FTC) Act and relevant state consumer protection statutes. We strive to handle all refund and complaint matters fairly, transparently, and promptly.

2. Eligibility Conditions for Refunds

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

• Your order was incorrect — you received items different from what you ordered.
• Your food arrived in an unsatisfactory condition — including items that were spoiled, improperly prepared, or significantly different from their description.
• Your order was never delivered despite confirmation of placement and payment.
• Your order arrived significantly late beyond the estimated delivery window, resulting in food that was no longer fit for consumption.
• You were charged incorrectly — including duplicate charges or billing errors.
• An item you ordered was unavailable and a substitute was provided without prior notification or consent.
• Your order was cancelled by Green Lantern Pizza due to operational issues on our end.

To be eligible for a refund, you must contact us within the required timeframe stated in Section 3 below and provide supporting documentation where applicable.

3. Timeframes for Refund Requests

We understand that food quality issues are time-sensitive. Refund requests must be submitted within the following timeframes:

Requests submitted outside of these timeframes may not be honored at our sole discretion. We encourage all customers to inspect their orders upon receipt and contact us as soon as possible if an issue arises.

4. Non-Refundable Items and Situations

Certain situations and items are generally not eligible for refunds. These include but are not limited to:

• Change of mind after the order has been prepared or is out for delivery.
• Items that have been partially or fully consumed where the complaint relates to taste preference rather than a genuine food safety or quality defect.
• Orders placed with incorrect delivery addresses provided by the customer.
• Delays caused by circumstances beyond our control, including extreme weather, traffic accidents, or natural disasters.
• Promotional, discounted, or free items that were included as part of a special offer, unless they were incorrect or of poor quality.
• Issues arising from third-party delivery platforms (e.g., DoorDash, Uber Eats, Grubhub) that are outside of our direct control — in such cases, please contact the respective platform.
• Gift cards or store credit once issued, unless required by applicable law.
• Orders where the customer provided incorrect or incomplete special instructions that affected the preparation.

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

To request a refund, please follow these steps carefully:

1. Step 1: Gather Your Information
   Collect your order confirmation number, payment receipt, and any photos or documentation that supports your claim (e.g., photos of the incorrect or damaged food items).
2. Step 2: Contact Us Directly
   Reach out to our customer support team using one of the contact methods listed in Section 11 of this policy. Email is preferred for documentation purposes.
3. Step 3: Describe Your Issue
   Clearly explain the nature of your complaint, the order details, and what resolution you are seeking (refund, replacement, or store credit).
4. Step 4: Submit Supporting Evidence
   If applicable, attach photos or other evidence to your email or provide it during your phone call. This helps us resolve your case more quickly and accurately.
5. Step 5: Await Our Response
   Our team will review your request and respond within 2 business days. We may follow up with additional questions to process your refund accurately.
6. Step 6: Refund Confirmation
   Once your refund is approved, we will notify you by email and process the refund according to the timelines specified in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the processing time depends on your original payment method:

Please note that while we process refunds promptly on our end, the actual time for funds to appear in your account may vary depending on your financial institution or payment provider.

7. Partial Refunds

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

• Only some items in your order were incorrect, missing, or of poor quality, while other items were satisfactory.
• The food was delivered late, and while still partially acceptable, the overall experience was negatively affected.
• A substitution was made for an unavailable item, and you prefer the original item but have already partially consumed the substitute.
• The order was partially damaged during delivery, affecting only certain items.

The amount of a partial refund will be determined on a case-by-case basis by our customer support team, taking into account the value of the affected items and the overall order total.

8. Exchange Policy

Due to the perishable nature of food products, exchanges are handled differently from traditional retail exchanges. Our exchange policy is as follows:

• If you received the wrong item, we will prioritize sending a replacement order at no additional charge, subject to availability and operational hours.
• Replacements must be requested within 24 hours of the original order, and we will make every effort to deliver the correct item promptly.
• In cases where a replacement is not feasible (e.g., closing hours, ingredient unavailability), a full refund or store credit will be offered instead.
• We do not accept the return of food items for sanitary and safety reasons. Physical returns are not required to process a refund or exchange.
• For orders placed through third-party platforms, exchange requests must be made directly through that platform's customer service.

9. Cancellation Policy

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

9.1 Orders Placed Directly (Website, Phone, In-Store)

• Before preparation begins: If you cancel your order before our kitchen has started preparing it, you are entitled to a full refund. Please contact us immediately after placing your order if you need to cancel.
• After preparation has begun: Once our kitchen has started preparing your order, cancellations may not be accepted. At our discretion, we may offer a partial refund or store credit if the order has not yet been dispatched for delivery.
• After dispatch for delivery: Orders that are already out for delivery cannot be cancelled, and no refund will be issued for change-of-mind cancellations at this stage.

9.2 Pre-Orders and Scheduled Orders

• Pre-orders and scheduled orders may be cancelled up to 2 hours before the scheduled delivery or pickup time for a full refund.
• Cancellations made less than 2 hours before the scheduled time will be subject to our standard cancellation assessment.

9.3 Large Group or Catering Orders

• Catering or bulk orders require at least 24 hours' notice for cancellation to receive a full refund.
• Cancellations made with less than 24 hours' notice may result in a cancellation fee of up to 50% of the order total to cover ingredient and preparation costs.

10. Dispute Resolution Process

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

10.1 Internal Escalation

You may request that your case be escalated to a senior manager or supervisor within our customer service team. To escalate your complaint, simply reply to your original refund correspondence and clearly state that you wish to escalate the matter. We will respond within 3 business days with a senior review outcome.

10.2 Chargeback Rights

If you paid by credit card or debit card and believe a charge was unauthorized or that we have not honored our refund obligations, you have the right to file a chargeback with your bank or card issuer. We encourage you to contact us first, as this often results in a faster resolution, but we respect your right to pursue this option.

10.3 FTC and Consumer Protection Agencies

As a United States-based business, consumers have the right to file complaints with the Federal Trade Commission (FTC) at www.ftc.gov or their respective state consumer protection office if they believe their consumer rights have been violated.

10.4 Informal Mediation

For disputes that cannot be resolved through our internal process, both parties agree to first attempt resolution through good faith informal mediation before pursuing any formal legal action. This mediation will be conducted in the state in which our business is registered.

11. Contact Information for Refund Requests

To submit a refund request, report an issue, or get assistance with your order, please contact us using any of the methods below:

Our customer support team is available during regular business hours. For the fastest response, we recommend reaching out via email with your order number and a brief description of your issue. Emails are typically responded to within 1–2 business days.

12. Amendments to This Policy

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

13. Governing Law

This Refund Policy is governed by and construed in accordance with the laws of the United States of America and the applicable state laws of the state in which Green Lantern Pizza operates. Any disputes arising from or relating to this policy shall be subject to the jurisdiction of the appropriate courts in that state.