Refund Policy

Last Updated: May 28, 2026

1. Introduction

At Green Lantern Pizza, we take pride in delivering fresh, high-quality food products to our valued customers. We understand that issues may occasionally arise with your order, and we want to ensure that any concerns are addressed fairly and promptly. This Refund Policy outlines the terms and conditions under which refunds, replacements, and cancellations are handled.

This policy applies to all food orders placed through our website greenlataern-food.click, by phone, or through any other ordering channels operated by Green Lantern Pizza. By placing an order with us, you agree to the terms set forth in this Refund Policy, as well as our Terms of Service and Privacy Policy.

This policy is governed by applicable United States federal and state consumer protection laws, including the Federal Trade Commission (FTC) Act, and any applicable state-level consumer protection statutes.

2. Eligibility Conditions for Refunds

We want every customer to have a positive experience with Green Lantern Pizza. Refunds may be issued under the following circumstances:

• Incorrect Order: You received an item or items that differ from what you ordered (wrong toppings, wrong size, wrong item entirely).
• Missing Items: One or more items from your order were not included in your delivery or pickup order.
• Food Quality Issues: The food delivered or picked up was not of acceptable quality — including but not limited to undercooked food, food that was spoiled or contaminated, or food that was significantly different from what was advertised.
• Order Not Delivered: Your delivery order was never received, and tracking or confirmation shows it was not successfully delivered.
• Significant Delivery Delay: Your order arrived in a condition that was not consumable due to extreme delays caused by our delivery service (not by factors outside our reasonable control).
• Duplicate Charges: You were charged more than once for the same order due to a technical or processing error.
• Unauthorized Transaction: A charge appeared on your account that you did not authorize and you report it within the required timeframe.

All refund requests are subject to review and verification by our customer service team. We reserve the right to request photographic evidence or other documentation to support your claim.

3. Non-Refundable Items and Situations

Certain situations and items are not eligible for a refund. These include:

• Orders where the customer simply changed their mind after the food was prepared or dispatched.
• Customized orders that were prepared exactly as specified by the customer (e.g., specific toppings, crust type, dietary requests) — if the issue is a personal preference change.
• Food that has been substantially consumed before a complaint is made (exceptions may apply for safety or quality issues).
• Delays caused by circumstances beyond our reasonable control, including but not limited to severe weather events, natural disasters, or third-party delivery carrier failures.
• Promotional or discounted items clearly marked as non-refundable at the time of purchase.
• Gift cards, promotional credits, or loyalty points redeemed as payment.
• Orders where the customer provided an incorrect delivery address.
• Requests made beyond the timeframes specified in Section 4 of this policy.

4. Timeframes for Refund Requests

Timely reporting is essential for us to investigate and resolve your concern appropriately. The following timeframes apply to all refund requests:

Requests submitted outside of these timeframes may not be eligible for a refund. We strongly encourage customers to inspect their orders upon receipt and to contact us as soon as possible if an issue arises.

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

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

1. Step 1 — Gather Your Order Information: Locate your order confirmation number, the date and time of your order, your contact information, and the payment method used.
2. Step 2 — Document the Issue: If applicable, take clear photographs of the incorrect, missing, or unsatisfactory items. This documentation will help us process your request more efficiently.
3. Step 3 — Contact Us: Reach out to our customer service team using one of the methods listed in Section 11 of this policy. You may contact us via email at [email protected] or through our website at greenlataern-food.click.
4. Step 4 — Provide Details: In your message or call, clearly describe the issue you experienced, provide your order number, and attach any supporting photos or documentation.
5. Step 5 — Review Process: Our customer service team will review your claim. We may follow up with additional questions or requests for verification within 1–2 business days.
6. Step 6 — Resolution: Once your claim is reviewed and approved, we will notify you of our decision and process the appropriate refund, replacement, or store credit within the timeframes outlined in Section 7.

6. Cancellation Policy

We understand that plans can change. Below is our cancellation policy for food orders placed with Green Lantern Pizza:

6.1 Orders Not Yet Prepared

If you wish to cancel your order and the food preparation has not yet begun, you may be eligible for a full refund. Please contact us immediately after placing your order to request a cancellation. Due to the nature of food preparation, cancellations must be requested within 5 minutes of placing your order to qualify for a full refund.

6.2 Orders Already in Preparation

Once food preparation has begun, we are unable to offer a full refund. In some cases, a partial refund or store credit may be issued at our discretion. The amount refunded, if any, will depend on the stage of preparation at the time of the cancellation request.

6.3 Orders Already Dispatched for Delivery

Once an order has been dispatched for delivery, cancellations are generally not accepted. However, if the order cannot be delivered due to circumstances on our end, a full refund will be issued.

6.4 Advance or Pre-Scheduled Orders

For orders placed in advance or pre-scheduled for a future date, cancellations must be made at least 2 hours before the scheduled delivery or pickup time to receive a full refund. Cancellations made within 2 hours of the scheduled time may only qualify for a partial refund or store credit.

7. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to appear in your account will vary 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 depends on your bank or financial institution's processing times. Green Lantern Pizza is not responsible for delays caused by financial institutions.

8. Partial Refunds

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

• Only some items in your order were missing or incorrect, and others were received as ordered.
• The quality issue affected only a portion of your order.
• An order was cancelled after food preparation had already begun.
• A delivery was significantly delayed but the food was still received and was in a consumable condition.
• A discount, coupon, or promotional offer was applied to the original order, reducing the refundable amount.

The amount of a partial refund will be determined on a case-by-case basis by our customer service team, based on a fair assessment of the circumstances. We will always communicate the partial refund amount to you before processing it, and you will have the opportunity to discuss the decision with our team.

9. Exchange Policy

Due to the perishable nature of food products, traditional exchanges (returning a product and receiving a new one) are not standard practice. However, Green Lantern Pizza does offer the following resolution options in lieu of a traditional exchange:

• Replacement Order: If your food was incorrect or of unacceptable quality, we may offer to send a replacement order at no additional charge, subject to availability and delivery feasibility.
• Store Credit: If a replacement is not feasible (e.g., late-night hours, delivery area constraints), we may issue store credit equivalent to the value of the affected items, which can be used on a future order.
• Order Correction: For dine-in or counter pickup orders, we may be able to correct the order on-site if the issue is identified immediately.

All replacement and exchange decisions are made at the discretion of Green Lantern Pizza management and are contingent upon verification of the reported issue.

10. Dispute Resolution Process

We hope that all concerns can be resolved through direct communication with our customer service team. However, if you are not satisfied with our response or resolution, the following process is available to you:

10.1 Internal Escalation

If you are dissatisfied with the initial response from our customer service team, you may request that your case be escalated to a senior manager or supervisor. Please indicate clearly in your communication that you wish to escalate your concern. We will acknowledge the escalation within 2 business days and provide a final response within 5 business days.

10.2 Chargeback Through Your Financial Institution

As a consumer in the United States, you have the right to dispute a charge with your bank or credit card issuer if you believe a transaction was unauthorized or if a service was not delivered as agreed. We encourage you to contact us first to resolve the matter, as chargebacks can be time-consuming for both parties. However, we respect your right to pursue this option.

10.3 State Consumer Protection Agencies

Consumers in the United States may also file a complaint with the relevant state consumer protection agency or the Federal Trade Commission (FTC) at ftc.gov if they believe their consumer rights have been violated. We comply fully with all applicable federal and state consumer protection laws.

10.4 Online Dispute Resolution

For disputes arising from online transactions, customers may seek assistance through the Better Business Bureau (BBB) Online Dispute Resolution program or other recognized online dispute resolution services available in the United States.

11. Contact Information for Refund Requests

For any refund requests, cancellations, or questions about this policy, please contact our customer service team using the details below. We are committed to responding to all inquiries promptly and professionally.

Our customer service team is available to assist you during regular business hours. When contacting us, please have your order number, the email address associated with your order, and a description of the issue ready to ensure a fast and efficient resolution.

12. 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 posted on our website at greenlataern-food.click with the updated effective date. We encourage you to review this policy periodically to stay informed of any changes. Your continued use of our services after any modifications constitutes your acceptance of the updated policy.