Refund Policy

Effective Date: April 16, 2026 | Last Updated: April 16, 2026

1. Introduction

At Green Lantern Pizza, customer satisfaction is at the heart of everything we do. We take great pride in preparing fresh, high-quality food for every order. However, we understand that occasionally situations may arise where a refund, partial refund, or replacement may be necessary. This Refund Policy has been established to provide clear, fair, and transparent guidelines for all refund-related requests.

This policy applies to all orders placed directly through our website, by phone, or through any authorized third-party delivery platforms partnered with Green Lantern Pizza. This policy is governed by applicable United States federal and state consumer protection laws, including guidelines issued by the Federal Trade Commission (FTC) under the FTC Act.

2. Eligibility Conditions for Refunds

Green Lantern Pizza will consider refund requests under the following conditions:

• Incorrect Order: You received an item or items that differ from what you ordered (e.g., wrong toppings, wrong size, wrong crust type).
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food delivered or picked up was undercooked, overcooked, spoiled, or otherwise not up to our standard quality.
• Allergic Reactions or Ingredient Errors: If a specific ingredient was requested to be excluded due to dietary restrictions or allergies and was included in error, you may be eligible for a refund or replacement.
• Order Not Delivered: Your delivery order was never received, and no delivery confirmation was established.
• Significant Delay: Your order arrived significantly later than the estimated delivery time communicated at checkout, rendering the food unsuitable for consumption.

All refund eligibility is subject to review and verification by our customer service team. Green Lantern Pizza reserves the right to request photographic or other evidence to support your claim.

3. Timeframes for Refund Requests

To be eligible for a refund or replacement, you must contact us within the following timeframes:

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

4. Non-Refundable Items and Situations

The following items and circumstances are generally not eligible for refunds:

• Change of Mind: Refunds will not be issued simply because you changed your mind after the order was placed and preparation began.
• Consumed Food: If a significant portion of a food item has been consumed before a complaint is raised, a refund may be denied or reduced.
• Incorrect Address Provided: If an order was not delivered because an incorrect address was provided by the customer, no refund will be issued.
• Promotional or Free Items: Items received as part of a promotional offer, discount, or complimentary addition are non-refundable.
• Special Event or Catering Deposits: Deposits made for large catering orders or special events are non-refundable once food preparation has begun.
• Customization Errors by Customer: If an incorrect customization was selected by the customer during ordering and the order was prepared correctly according to those specifications, no refund will be issued.
• Delivery Fees: Delivery fees are generally non-refundable unless the entire order was not delivered due to our error.
• Tips and Gratuities: Gratuities added to an order are non-refundable once the order has been dispatched.

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

To ensure your refund request is processed quickly and efficiently, please follow these steps:

1. Step 1 – Do Not Dispose of the Order: If possible, keep the food item(s) in question. You may be asked to provide photographic evidence to support your claim.
2. Step 2 – Gather Your Order Information: Locate your order confirmation number, the date and time of the order, the items ordered, and the payment method used.
3. Step 3 – Contact Us: Reach out to our customer service team using one of the following methods:
   • Email: [email protected]
   • Website: greenlaternpizz.rest
4. Step 4 – Describe the Issue: Clearly explain the nature of your complaint. Include details such as what was wrong with your order, how it affected you, and what resolution you are seeking (refund, replacement, or store credit).
5. Step 5 – Submit Supporting Evidence: If applicable, attach photographs of the incorrect, missing, or unsatisfactory food items. This will help expedite the review process.
6. Step 6 – Await Confirmation: Our customer service team will acknowledge your request within 1 business day and provide a decision or request additional information within 3–5 business days.
7. Step 7 – Receive Resolution: Once approved, your refund, replacement, or store credit will be processed as outlined below.

6. Refund Processing Times by Payment Method

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

Please be aware that while we initiate refunds promptly upon approval, the actual appearance of the credit in your account is subject to your bank or financial institution's processing times, which are outside of our control.

7. Partial Refunds

In some situations, a partial refund may be issued rather than a full refund. Partial refunds may apply in the following circumstances:

• Only certain items in a multi-item order were affected by a quality or accuracy issue.
• A portion of the food was consumed before the issue was identified.
• The error was a minor deviation that did not significantly affect the overall order (e.g., a slight variation in topping quantity).
• A delivery delay occurred but the food was still acceptable for consumption upon arrival.
• A discount, coupon, or promotional offer was already applied to the affected items.

The amount of a partial refund will be calculated based on the value of the affected items relative to the total order amount, minus any discounts or promotional savings already applied. Our customer service team will communicate the partial refund amount to you before processing.

8. Exchange Policy

In lieu of a monetary refund, Green Lantern Pizza may offer to replace your order or the affected items with a freshly prepared equivalent at no additional cost. Our exchange policy works as follows:

• Replacement Orders: If the issue is reported within 2 hours of receiving your original order and the restaurant location is still open, we will prioritize the preparation and delivery or pickup of a replacement item.
• Store Credit: If an exchange cannot be fulfilled due to operating hours or other circumstances, we may issue a store credit equal to the value of the affected items, which can be used on your next order.
• No Exchanges for Preference Changes: We do not offer exchanges if you simply decide you no longer want the item you ordered.
• Exchange Requests: All exchange requests must be submitted through the same channels as refund requests and are subject to the same verification process.

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 Online and Phone Orders

• Cancellation Within 5 Minutes of Placing Order: If you cancel your order within 5 minutes of placing it and before food preparation has begun, you will receive a full refund.
• Cancellation After Preparation Has Begun: Once food preparation has started, cancellations are generally not accepted and no refund will be issued.
• Cancellation During Delivery: Orders that are already in transit for delivery cannot be cancelled.

9.2 Catering and Large Group Orders

• Cancellation 48+ Hours in Advance: A full refund will be issued, minus any non-refundable deposit.
• Cancellation 24–48 Hours in Advance: A 50% refund will be issued on the order total, minus any non-refundable deposit.
• Cancellation Less Than 24 Hours in Advance: No refund will be issued due to the food preparation and staffing already committed.

To cancel an order, please contact us immediately at [email protected] or visit greenlaternpizz.rest.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Green Lantern Pizza is committed to working with you to find a fair resolution. Please follow the steps below:

1. Step 1 – Internal Escalation: Request that your complaint be escalated to a senior member of our customer service team or a manager. You may do so by replying to your original refund request email and noting that you wish to escalate the matter.
2. Step 2 – Written Appeal: Submit a written appeal to [email protected] with the subject line "Refund Dispute Appeal." Include your original order number, a summary of the issue, and the reason you believe the initial decision was incorrect.
3. Step 3 – Review Period: Our management team will review your appeal within 5 business days and respond with a final decision.
4. Step 4 – External Resolution: If the matter remains unresolved after our internal process, you may file a complaint with the following organizations:
   • The Federal Trade Commission (FTC) at www.ftc.gov
   • Your state's Attorney General Office for consumer protection matters
   • The Better Business Bureau (BBB) at www.bbb.org
5. Step 5 – Chargeback: As a last resort, you have the right to contact your bank or credit card provider to initiate a chargeback. However, we encourage customers to work with us directly before taking this step, as chargebacks may affect your ability to place future orders with Green Lantern Pizza.

11. Third-Party Delivery Platforms

If you placed your order through a third-party delivery platform (such as DoorDash, Uber Eats, Grubhub, or similar services), please be aware of the following:

• Refund requests for orders placed through third-party platforms are primarily handled by those platforms in accordance with their own refund and cancellation policies.
• Green Lantern Pizza will cooperate with third-party platforms during their investigation of your refund claim.
• We encourage you to contact both the third-party platform and Green Lantern Pizza directly if you experience an issue, to ensure the fastest possible resolution.
• Delivery fees and service fees charged by third-party platforms are subject to those platforms' own refund policies and are not controlled by Green Lantern Pizza.

12. Amendments to This Policy

Green Lantern Pizza reserves the right to amend, update, or modify this Refund Policy at any time without prior notice. Any changes will be reflected on this page with an updated effective date. We encourage customers to review this policy periodically to stay informed of any updates. Continued use of our services following the posting of changes constitutes your acceptance of those changes.

13. Contact Us

For all refund-related inquiries, questions, or concerns, please do not hesitate to contact our customer service team using the information below. We are dedicated to resolving your concerns as quickly and fairly as possible.