Refund Policy

Last Updated: July 18, 2026

1. Introduction

At Green Lantern Pizza, customer satisfaction is our highest priority. We take great pride in preparing fresh, high-quality food for every order. However, we understand that situations may arise where a refund, exchange, or cancellation is necessary. This Refund Policy has been created to ensure a fair, transparent, and consistent process for all of our valued customers.

This policy is governed by the laws of the United States, including applicable federal consumer protection standards enforced by the Federal Trade Commission (FTC) under the FTC Act, as well as any relevant state consumer protection laws. If you are located in California, additional rights may apply to you under the California Consumer Privacy Act (CCPA/CPRA) as they relate to personal data associated with refund processing.

If you have any questions about this policy before placing an order, please contact us directly using the contact information provided at the end of this document.

2. Eligibility Conditions for Refunds

We want every customer to enjoy their meal. Refunds may be granted under the following qualifying conditions:

• Incorrect Order: You received an item or items that are different from what you ordered, as confirmed by your order receipt or confirmation email.
• Missing Items: One or more items from your order were not included in your delivery or pickup.
• Food Quality Issues: The food received was spoiled, contaminated, undercooked, or otherwise did not meet reasonable food safety and quality standards.
• Significant Delivery Delay: Your delivery arrived excessively late due to circumstances within our control, rendering the food unacceptable in quality.
• Duplicate Charges: You were charged more than once for the same order due to a billing or technical error on our end.
• Order Not Delivered: Your order was confirmed and paid for but never arrived and was not made available for pickup.

All refund requests are subject to review and verification. Green Lantern Pizza reserves the right to investigate each claim before approving or denying a refund. We may request supporting information such as photographs of the food, your order confirmation number, or a description of the issue.

3. Timeframes for Refund Requests

To be eligible for a refund, you must submit your refund request within the following timeframes:

Requests submitted after these deadlines may not be eligible for a refund. We encourage customers to inspect their orders promptly upon receipt and to contact us as soon as possible if an issue is identified.

4. Non-Refundable Items and Situations

Not all purchases are eligible for a refund. The following items and circumstances are generally non-refundable:

• Change of Mind: Refunds will not be issued simply because you changed your mind about an item after it has been prepared or delivered.
• Customized Orders: Specially customized pizzas or menu items made to your specific instructions are non-refundable unless there is a quality or accuracy issue on our part.
• Partially Consumed Food: If a significant portion of the food has been consumed, a full refund will generally not be granted, though a partial refund may be considered at our discretion.
• Promotional or Discounted Items: Items purchased at a deep discount through special promotions may have limited or no refund eligibility, as stated at the time of the promotion.
• Delivery Fees: Delivery fees are non-refundable once delivery has been dispatched, except in cases where the order was never delivered.
• Tips and Gratuities: Tips added to your order are non-refundable.
• Gift Cards: Gift card purchases are non-refundable but may be transferred or used for future purchases.
• Late Requests: Requests submitted outside the applicable timeframes as outlined in Section 3 of this policy.

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

To make the refund process as smooth and efficient as possible, please follow these steps:

1. Gather Your Information: Before contacting us, have the following ready:
   • Your order confirmation number
   • The email address used to place the order
   • The date and time of your order
   • A clear description of the problem
   • Photographs of the issue, if applicable (especially for food quality concerns)
2. Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: greenlaterncafe.click
3. Submit Your Request: Provide all relevant details, including the information gathered in Step 1. Clearly state what resolution you are seeking (refund, replacement, or credit).
4. Receive Confirmation: Our team will acknowledge receipt of your refund request within 1 business day and begin reviewing your case.
5. Review and Decision: We will review the details of your claim, which may include verifying your order with our kitchen and delivery records. We aim to communicate our decision within 2–3 business days.
6. Resolution: If your refund is approved, we will process it using the original payment method or offer an alternative resolution such as store credit, depending on your preference and the circumstances of the claim.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your funds varies depending on your original payment method:

Please note that while we process refunds on our end promptly, the actual timing of when funds appear in your account depends on your financial institution. We are not responsible for delays caused by your bank or payment processor. If you have not received your refund after the estimated timeframe, we recommend contacting your bank or card issuer first before reaching out to us.

7. Partial Refunds

In some cases, a partial refund may be more appropriate than a full refund. Partial refunds may be issued under the following conditions:

• Only some items in your order were incorrect, missing, or of unsatisfactory quality.
• The food was partially consumed before the issue was identified.
• A delivery delay affected only part of the order's quality.
• A promotional discount was applied and only a portion of the order qualifies for a refund.
• The customer contributed to the issue through inaccurate order instructions or address information.

Partial refund amounts will be calculated based on the price of the affected items, minus any applicable fees. Our team will communicate the partial refund amount to you clearly before processing it. You will have the option to accept the partial refund or escalate your concern through our dispute resolution process described in Section 10.

8. Exchange Policy

Green Lantern Pizza is pleased to offer exchanges under appropriate circumstances. Because we serve fresh, made-to-order food, traditional product exchanges are handled differently than in retail settings.

• Replacement Meals: If your order contained incorrect or unsatisfactory items, we may offer a replacement meal or item at no additional charge, depending on the nature of the issue and your location relative to our kitchen.
• Substitutions: If a specific menu item is unavailable after your order is placed, we will contact you to offer a suitable substitution or a full refund for that item.
• In-Store Exchanges: If you picked up your order in person and immediately noticed an issue before leaving our location, please inform a staff member right away. In most cases, we will remake your order on the spot.

Exchanges are subject to availability and must be requested within the timeframes specified in Section 3. We cannot guarantee exchanges for orders that were placed online and delivered unless the issue is reported promptly and documented appropriately.

9. Cancellation Policy

We understand that plans can change. Our cancellation policy is designed to be as flexible as possible while accounting for the nature of freshly prepared food:

9.1 Orders Not Yet Prepared

If you need to cancel your order, please do so as quickly as possible by contacting us immediately at [email protected] or by calling us directly. Orders cancelled within 5 minutes of being placed, before kitchen preparation has begun, are eligible for a full refund.

9.2 Orders Already in Preparation

Once our kitchen team has begun preparing your order, we are generally unable to cancel it. However, if you contact us promptly, we will do our best to accommodate your request. In such cases, a partial refund may be offered, or the order may be modified if possible.

9.3 Orders Already Dispatched for Delivery

Orders that have already been dispatched for delivery cannot be cancelled. If you refuse delivery after the order has been dispatched without a valid reason outlined in our eligibility conditions (Section 2), a refund will generally not be issued.

9.4 Pre-Orders and Catering Orders

For large catering orders or pre-orders placed in advance, 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 total order value, depending on how far along the preparation has proceeded.

10. Dispute Resolution Process

If you are not satisfied with our initial resolution to your refund request, Green Lantern Pizza offers a structured dispute resolution process:

1. Internal Escalation: Submit a written escalation request to [email protected] with the subject line "Refund Dispute – [Your Order Number]." Include all relevant details and the reason you are disputing our initial decision. A senior member of our team will review your case within 5 business days.
2. Good Faith Negotiation: We are committed to resolving disputes fairly and in good faith. Our management team will work with you to identify an acceptable resolution, which may include a full or partial refund, store credit, or a complimentary future order.
3. Third-Party Mediation: If an internal resolution cannot be reached, either party may request voluntary mediation through a mutually agreed-upon mediator. The cost of mediation shall be shared equally between both parties unless otherwise agreed.
4. Chargeback Rights: Nothing in this policy limits your right to initiate a chargeback through your credit card company or payment provider if you believe you have been wrongfully charged. We encourage customers to contact us first to resolve issues directly, as this is typically faster than the chargeback process.
5. Legal Recourse: If a dispute cannot be resolved through the above steps, it may be submitted to binding arbitration or small claims court in accordance with applicable United States law. By using our services, you agree that any legal proceedings shall be conducted on an individual basis and not as part of a class action.

11. Consumer Rights

This Refund Policy does not limit or override any statutory rights you may have under applicable federal or state law. Customers in the United States retain all rights afforded to them under the FTC Act and relevant state consumer protection statutes. Customers in California have additional protections under California consumer law, and we are committed to complying fully with those obligations.

If you believe your consumer rights have been violated, you may also file a complaint with the Federal Trade Commission at ftc.gov/complaint or with your state's Attorney General office.

12. Policy Updates

Green Lantern Pizza reserves the right to update or modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website at greenlaterncafe.click. We encourage you to review this policy periodically. Continued use of our services following any changes constitutes your acceptance of the revised policy.

13. Contact Information

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

Our customer support team is available during regular business hours. We strive to respond to all inquiries within 1 business day. For urgent matters, particularly those involving food safety, please contact us immediately by email and mark your message as urgent.