Refund Policy

Effective Date: April 15, 2026 | Last Updated: April 15, 2026

1. Introduction

At Green Lantern Pizza, we are committed to delivering high-quality food and an exceptional customer experience. We understand that issues may occasionally arise with your order, and we want to ensure that any concerns are resolved promptly and fairly. This Refund Policy outlines the conditions under which refunds, partial refunds, exchanges, and cancellations are processed in accordance with applicable United States consumer protection laws, including guidelines set forth by the Federal Trade Commission (FTC).

This policy applies to all orders placed directly through our website greenlaternpizz.click, by phone, or through any other official ordering channel operated by Green Lantern Pizza.

2. Eligibility Conditions for Refunds

We want every customer to be satisfied with their Green Lantern Pizza experience. You may be eligible for a full or partial refund under the following circumstances:

• Incorrect Order: You received an item that is different from what you ordered (wrong pizza, wrong size, wrong toppings, or wrong sides).
• Missing Items: One or more items from your order were not delivered or included in your pickup order.
• Food Quality Issues: The food received was undercooked, overcooked, spoiled, or otherwise unfit for consumption upon delivery or pickup.
• Significant Delivery Delay: Your order was delivered more than 60 minutes beyond the estimated delivery time provided at checkout, and the food arrived in an unsatisfactory condition as a direct result of the delay.
• Order Not Received: Your delivery order was never received and cannot be verified as delivered by our delivery team or third-party service.
• Duplicate Charges: You were charged more than once for the same order due to a technical or processing error.
• Allergic Reactions or Health Concerns: If you notified us of a specific allergy at the time of ordering and the food delivered contained the allergen you specified, you may be eligible for a refund. Please note that we are not liable for cross-contamination in general food preparation environments unless a specific allergen-free request was made and confirmed.

Refund requests that do not fall within the above categories will be reviewed on a case-by-case basis at the sole discretion of Green Lantern Pizza management.

3. Non-Refundable Items and Situations

The following situations are generally not eligible for a refund:

• Change of mind after the order has been prepared or dispatched.
• Orders where the customer provided an incorrect delivery address and the food was delivered to that address.
• Orders that were picked up and consumed before a complaint was raised.
• Dissatisfaction based solely on personal taste preferences (e.g., "I didn't like the flavor"), provided the order was prepared correctly as specified.
• Promotional, discounted, or free items included in special offers.
• Delivery fees are non-refundable unless the entire order qualifies for a full refund due to our error.
• Tips paid to delivery drivers are non-refundable under all circumstances.
• Orders placed through third-party delivery platforms (e.g., DoorDash, Uber Eats, Grubhub) — these must be handled directly through the respective platform's refund policy.

4. Timeframes for Refund Requests

To ensure the validity and accuracy of your refund request, we require that all refund claims be submitted within the following timeframes:

Requests submitted after these deadlines may not be honored. We strongly encourage customers to inspect their orders upon receipt and contact us immediately if any issues are found.

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

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

1. Gather Your Order Information: Before contacting us, have the following details ready:
   • Your full name and contact information
   • Your order number or confirmation number
   • The date and time your order was placed
   • The items you are requesting a refund for
   • A clear description of the issue
   • Photos of the incorrect or unsatisfactory items (if applicable and available)
2. Contact Us: Reach out to our customer service team using one of the following methods:
   • Email: [email protected]
   • Website: greenlaternpizz.click (via the Contact or Support page)
3. Submit Your Request: In your email or message, include your order details, a description of the problem, and any supporting photos or documentation. Use the subject line: "Refund Request – Order #[Your Order Number]".
4. Await Confirmation: Our customer service team will acknowledge your request within 1–2 business days. We may ask for additional information or clarification before proceeding.
5. Resolution: Once your request has been reviewed and approved, we will notify you of the refund decision and the method by which the refund will be processed.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes for the refund to appear in your account varies depending 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 is subject to your bank or financial institution's processing policies. Green Lantern Pizza is not responsible for delays caused by third-party financial processors.

7. Partial Refunds

In certain situations, a partial refund may be issued rather than a full refund. This may apply when:

• Only a portion of your order was incorrect or unsatisfactory.
• Some items in the order were delivered correctly while others were missing or wrong.
• The food quality issue affected only part of the order.
• A discount, coupon, or promotional code was applied to the order, and only the items not covered by the promotion qualify for a refund.
• The customer accepted a replacement for some items, reducing the refundable amount.

The amount of a partial refund will be calculated based on the individual prices of the affected items, excluding any applicable delivery fees unless those also qualify for reimbursement. Our team will communicate the partial refund amount to you before processing.

8. Exchange Policy

In many cases involving incorrect or unsatisfactory food items, we are happy to offer a replacement rather than a monetary refund. Our exchange policy works as follows:

• Incorrect Items: If you received the wrong pizza or food item, we will prepare and deliver the correct item as quickly as possible at no additional charge, subject to availability and operating hours.
• Quality Issues: If your food did not meet quality standards, we may offer to remake and re-deliver the item. This option is available within our standard operating hours and delivery zones.
• Customer Preference: You may choose either a replacement or a refund. We will not force a replacement in lieu of a monetary refund if the refund eligibility conditions are met.
• Remade Items: If you accept a remade item, no monetary refund will be issued for that item. If the replacement is also unsatisfactory, you may then request a monetary refund.

Exchanges are only available for orders placed directly with Green Lantern Pizza and are subject to our operating hours. Exchanges are not available for third-party platform orders.

9. Order Cancellation Policy

We begin preparing your order almost immediately after it is placed in order to ensure the freshest possible food. As a result, our cancellation window is limited:

9.1 Cancellation Before Preparation Begins

If you need to cancel your order, please contact us immediately by calling the store or emailing [email protected]. If your order has not yet entered the preparation stage, we will cancel it and issue a full refund.

9.2 Cancellation After Preparation Has Begun

Once your order has entered the preparation stage, cancellations may not be possible. In this case:

• If cancellation is approved despite preparation having begun, a partial refund may be issued after deducting the cost of ingredients and preparation labor.
• If the order has been dispatched for delivery, cancellation is not possible, and no refund will be issued for a change of mind.

9.3 Cancellations Due to Our Error

If Green Lantern Pizza cancels your order for any reason — including ingredient unavailability, technical issues, or operational constraints — you will receive a full refund of the amount paid, processed within the timeframes listed above based on your payment method.

10. Dispute Resolution Process

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

1. Step 1 – Informal Resolution: Contact our customer service team at [email protected] and request an escalation of your case. Provide any additional documentation or evidence that supports your claim. A senior team member will review your case within 3–5 business days.
2. Step 2 – Management Review: If the escalated review does not resolve the matter to your satisfaction, you may request a formal review by management. Submit your request in writing to our email address with the subject line: "Formal Dispute – Order #[Your Order Number]". Management will respond within 7 business days with a final decision.
3. Step 3 – Chargeback / Credit Card Dispute: If you believe you have been incorrectly charged and we have not resolved the matter to your satisfaction, you have the right to file a chargeback dispute with your credit card issuer or bank. We recommend exhausting our internal dispute resolution process before initiating a chargeback, as chargebacks may affect future account standing.
4. Step 4 – Consumer Protection Authorities: Customers in the United States may also file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or with their state attorney general's office if they believe their consumer rights have been violated.

11. Special Circumstances

11.1 Weather and Force Majeure

In cases of extreme weather, natural disasters, or other force majeure events that significantly impact our ability to fulfill orders on time, Green Lantern Pizza may not be held liable for delays. In such cases, we will do our best to communicate delays proactively and offer alternatives such as order credits or rescheduling. Refunds in force majeure situations will be handled on a case-by-case basis.

11.2 Technical Errors on Our Website

If a technical error on our website greenlaternpizz.click results in an incorrect charge, duplicate order, or failed order, we will issue a full refund and correct the error as quickly as possible. Please report any suspected technical billing errors within 7 business days.

11.3 Catering and Large Group Orders

Catering or large group orders (typically 10+ pizzas or equivalent) may be subject to a separate cancellation and refund policy agreed upon at the time of booking. Please refer to your catering agreement or contact us directly for details.

12. Applicable Law

This Refund Policy is governed by the laws of the United States of America. Consumer protections provided under the Federal Trade Commission Act (FTC Act), as well as applicable state consumer protection laws, are respected and upheld in our refund and dispute resolution practices. Customers in California may have additional rights under the California Consumer Privacy Act (CCPA/CPRA) related to their transaction data.

13. Changes to This Refund Policy

Green Lantern Pizza reserves the right to update or modify this Refund Policy at any time. Any changes will be effective immediately upon posting to our website at greenlaternpizz.click. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage customers to review this policy periodically to stay informed about our refund practices. Continued use of our services following any changes constitutes your acceptance of the revised policy.

14. Contact Information for Refund Requests

For all refund inquiries, cancellation requests, or disputes, please reach out to our customer service team using the contact details below. We aim to respond to all inquiries within 1–2 business days during normal business hours.