Refund Policy

Effective Date: July 5, 2026 | Last Updated: July 5, 2026

1. Overview

This Refund Policy governs all purchases made through our website cafe-greenlatern.rest, by phone, or in person at our establishment. By placing an order with Green Lantern Pizza, you agree to the terms outlined in this policy. We operate in accordance with the applicable consumer protection laws of the United States, including regulations enforced by the Federal Trade Commission (FTC) under the FTC Act (15 U.S.C. § 41 et seq.).

Because our products are perishable food items, our refund policy reflects the nature of fresh, made-to-order food. We strive to handle all refund and complaint situations fairly, promptly, and professionally.

2. Eligibility Conditions for Refunds

Refunds may be issued under the following circumstances:

• Incorrect Order: You received an item that is different from what you ordered (wrong size, wrong toppings, wrong crust, or wrong product 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 unfit for consumption upon receipt.
• Foreign Objects: Any non-food item or foreign material was found in your food.
• Delivery Not Received: Your order was marked as delivered but you never received it, and no evidence of delivery can be confirmed.
• Allergic Reactions Due to Incorrect Preparation: You specifically requested an allergen-free modification and the order was prepared incorrectly (subject to verification).
• Significant Delay: Your order was delayed significantly beyond the stated estimated delivery or pickup time (more than 45 minutes beyond the original estimate).

3. Timeframes for Refund Requests

To be eligible for a refund, you must contact us within the applicable time window:

Requests submitted outside of these timeframes may not be honored. We strongly encourage customers to inspect their orders upon receipt and contact us immediately if there is an issue.

4. Non-Refundable Items and Services

The following are generally not eligible for refunds:

• Orders where the customer simply changed their mind after the food was prepared or delivered.
• Orders that were consumed in full or substantially consumed before a complaint was raised.
• Customized orders where the customer provided incorrect customization instructions (e.g., incorrect topping selection, wrong delivery address entered by the customer).
• Delivery fees and service charges when the food itself was delivered correctly.
• Promotional or discounted items obtained through coupons, promo codes, or special offers — unless a qualifying defect exists.
• Gift cards and store credit balances.
• Orders that were not picked up within the designated pickup window (more than 30 minutes after the order was ready).
• Orders affected by circumstances beyond our control, including severe weather events, road closures, or third-party delivery platform delays.

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

Follow the steps below to submit a refund request:

1. Step 1 — Document the Issue: Take clear photographs or videos of the problem (wrong item, missing item, food quality issue, etc.). Keep all packaging and do not discard the food until your case is reviewed, if possible.
2. Step 2 — Locate Your Order Information: Have your order confirmation number, order date, and payment method ready. This information can be found in your confirmation email or receipt.
3. Step 3 — Contact Us: Reach out to our customer support team using one of the methods below:
   • Email: [email protected]
   • Website: cafe-greenlatern.rest
4. Step 4 — Provide Required Information: When contacting us, include:
   • Full name
   • Order confirmation number
   • Date and time of order
   • Description of the issue
   • Photos or supporting evidence
   • Preferred resolution (refund, replacement, or store credit)
5. Step 5 — Await Review: Our team will review your request and respond within 1 to 2 business days. We may ask for additional information or clarification.
6. Step 6 — Resolution: Once your request is approved, we will process your refund, send a replacement, or issue store credit based on the agreed resolution.

6. Refund Processing Times by Payment Method

Once a refund is approved, the processing time varies depending on the original payment method used:

Please note that while we process refunds on our end promptly, your bank or financial institution controls the final posting time to your account. Green Lantern Pizza is not responsible for delays caused by third-party financial institutions.

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 a portion of your order was incorrect or of poor quality, while the remainder was satisfactory.
• A single item from a multi-item order was missing.
• The food quality was below standard but the order was partially consumed before the issue was identified.
• A minor customization error occurred that did not significantly affect the enjoyment of the product.
• A delivery delay affected part of the order (e.g., one item arrived cold while others were acceptable).

The amount of a partial refund will be determined on a case-by-case basis and calculated proportionally based on the affected items in your order.

8. Exchange Policy

In lieu of a monetary refund, Green Lantern Pizza may offer a replacement or exchange for orders that meet refund eligibility criteria. Our exchange policy works as follows:

• Replacement Orders: If your order was incorrect or contained a quality issue, we may offer to prepare and deliver or make available for pickup a corrected replacement order at no additional charge.
• Replacement Availability: Replacements are subject to our operating hours and kitchen availability. Replacements are not guaranteed outside of our normal business hours.
• No Upcharge for Replacements: If we replace your order, you will not be charged for the replacement, and any difference in pricing due to corrections will be absorbed by Green Lantern Pizza.
• Customer Choice: Customers may choose between a replacement order, a monetary refund, or store credit. We will honor your preference to the extent possible, depending on the nature of the issue.
• Store Credit Option: Store credit issued by Green Lantern Pizza is valid for 90 days from the date of issuance and may be used toward any future order placed directly through our website or by phone.

9. Cancellation Policy

We understand that circumstances change. Below is our policy for order cancellations:

9.1 Cancellation Before Order Preparation Begins

If you need to cancel your order, please contact us immediately. If your order has not yet entered the preparation stage, we will cancel it in full and issue a complete refund. Orders can be cancelled by:

• Calling us directly at the phone number listed on our website
• Emailing us at [email protected]

9.2 Cancellation After Preparation Has Begun

Once your order has entered the preparation stage, cancellations are generally not accepted because ingredients have already been used and the kitchen staff has committed resources. In exceptional circumstances, we may offer store credit at our discretion.

9.3 Cancellation of Catering or Large Orders

For catering orders or bulk orders exceeding $150:

9.4 Cancellations via Third-Party Platforms

If you placed your order through a third-party delivery service (such as DoorDash, Uber Eats, Grubhub, etc.), cancellation and refund requests must be directed to that platform. Green Lantern Pizza is not responsible for cancellations, refunds, or disputes related to orders placed through third-party delivery services.

10. Dispute Resolution Process

We are committed to resolving all refund-related disputes fairly and efficiently. If you are not satisfied with our initial response to your refund request, you may escalate the matter through the following process:

10.1 Internal Escalation

Contact our management team directly at [email protected] with the subject line "Refund Dispute Escalation". Include your original refund request details and the reason you are disputing the initial decision. A senior team member will review your case and respond within 3 business days.

10.2 Credit Card Chargebacks

If you paid by credit or debit card and believe you have not received the service or product you paid for, you have the right to initiate a chargeback with your card issuer under the Fair Credit Billing Act (FCBA), 15 U.S.C. § 1666. We encourage customers to contact us first before initiating a chargeback, as we make every effort to resolve disputes amicably.

10.3 Consumer Protection Resources

If you believe your consumer rights have been violated, you may also contact the following agencies:

• Federal Trade Commission (FTC): reportfraud.ftc.gov or 1-877-FTC-HELP
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Better Business Bureau (BBB): www.bbb.org
• Your State Attorney General's Consumer Protection Office

10.4 Governing Law

This Refund Policy shall be governed by and construed in accordance with the laws of the United States and the applicable state laws where Green Lantern Pizza operates. Any unresolved disputes shall be subject to the jurisdiction of the competent courts in the relevant jurisdiction.

11. Special Circumstances

We recognize that extraordinary situations may arise. Green Lantern Pizza reserves the right to handle the following on a case-by-case basis:

• Illness Complaints: If you believe you experienced food-related illness from our products, please contact us immediately and, if necessary, consult a healthcare provider. We take all such claims extremely seriously and will conduct an internal investigation. Please note that refunds in these cases may be contingent on verification.
• Allergen Incidents: If you experienced an allergic reaction due to what you believe was an error in food preparation, contact us immediately. We will review the incident and cooperate fully with any relevant health authority investigation.
• Force Majeure: In the event of unforeseen circumstances (natural disasters, government mandates, power outages, etc.) that prevent us from fulfilling your order, we will offer a full refund or future credit at the customer's discretion.

12. Changes to This Refund Policy

Green Lantern Pizza reserves the right to update or modify this Refund Policy at any time. Changes will be posted on our website at cafe-greenlatern.rest with an updated effective date. Your continued use of our services after any changes are posted constitutes your acceptance of the revised policy. We encourage you to review this page periodically.

13. Contact Information for Refund Requests

For all refund requests, questions, or concerns, please contact our customer support team through any of the following channels:

This Refund Policy was last reviewed and updated on July 5, 2026. Thank you for choosing Green Lantern Pizza. We value your business and are committed to making every experience a great one.