Refund Policy

Effective Date: April 2, 2026 | Last Updated: April 2, 2026

1. Overview

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 customer. However, we understand that issues can occasionally arise, and we are committed to addressing them fairly and promptly.

This Refund Policy outlines the circumstances under which refunds, partial refunds, exchanges, and cancellations are granted, as well as the process for submitting a refund request. This policy complies with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act, and any applicable state-level consumer protection regulations.

2. Eligibility Conditions for Refunds

We evaluate refund requests on a case-by-case basis. To be eligible for a full or partial refund, one or more of the following conditions must be met:

• Incorrect Order: You received an item that is materially different from what you ordered (e.g., wrong pizza toppings, wrong size, wrong item entirely).
• Missing Items: One or more items from your order were not included in your delivery or pickup.
• Food Quality Issues: The food delivered or picked up was undercooked, spoiled, contaminated, or otherwise unfit for consumption upon receipt.
• Significant Delivery Delay: Your delivery order arrived significantly later than the estimated delivery time (generally more than 45 minutes beyond the quoted time), causing the food to be cold or inedible upon arrival.
• Duplicate Charges: You were charged more than once for the same order due to a technical or processing error.
• Order Not Received: Your delivery order was marked as delivered but was not received, subject to investigation.

Refund eligibility is determined solely by Green Lantern Pizza upon review of the reported issue, supporting evidence, and order records.

3. Timeframes for Refund Requests

To ensure that issues can be properly investigated, refund requests must be submitted within the following timeframes:

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

4. Non-Refundable Items and Situations

Certain situations do not qualify for a refund. The following are generally non-refundable:

• Change of Mind: Refunds are not provided simply because you changed your mind after placing an order that has already been prepared or is in transit.
• Customization Errors by the Customer: If you made an error when customizing your order (e.g., selected the wrong toppings or size), and the order was prepared exactly as submitted, a refund will not be issued. However, we may offer a goodwill discount on a future order at our discretion.
• Partially Consumed Orders: Refunds will not be issued for items that have been substantially consumed unless a genuine quality issue is identified and reported promptly.
• Promotional or Discounted Items: Items purchased at a promotional discount of 50% or more are non-refundable unless there is a verified quality issue.
• Delivery Fees: Delivery fees are non-refundable except in cases where the order was never delivered due to our error.
• Tips and Gratuities: Tips applied to online orders are non-refundable once the order is confirmed.
• Gift Cards and Store Credit: Gift cards and store credit issued by Green Lantern Pizza are non-refundable and cannot be exchanged for cash.

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

If you believe you are entitled to a refund, please follow these steps to submit your request:

1. Step 1 – Gather Your 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 of your order
   • A clear description of the issue
   • Photographs of the food or packaging (if applicable) — photos significantly expedite the review process
2. Step 2 – Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: greenlanternpizzas.top
3. Step 3 – Submit Your Request: Provide all relevant information and attach any supporting photos or documentation. Clearly state that you are requesting a refund and describe the nature of the problem.
4. Step 4 – Await Confirmation: You will receive an acknowledgment of your refund request within 1–2 business days. Our team will review your request, and we may follow up with additional questions.
5. Step 5 – Resolution: Once our review is complete, we will notify you of our decision via email. If your request is approved, your refund will be processed according to the timelines described in Section 6.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the processing time will vary depending on the original payment method used:

Please note that while we process refunds promptly on our end, the time for funds to appear in your account is also subject to your bank's or payment provider's processing policies. Green Lantern Pizza is not responsible for delays caused by financial institutions.

7. Partial Refunds

In some circumstances, a partial refund may be granted rather than a full refund. Partial refunds may be issued when:

• Only a portion of your order was incorrect, missing, or unsatisfactory while the remainder was delivered correctly and in good condition.
• A quality issue affected only one or a few items in a larger order.
• The delivery was significantly delayed but the food remained acceptable for consumption.
• The customer contributed to the issue (e.g., providing an incorrect delivery address), but we are also partially at fault.

The amount of a partial refund will be calculated based on the value of the affected items relative to the total order amount, excluding any non-refundable fees.

In some cases, instead of or in addition to a partial refund, Green Lantern Pizza may offer store credit, a discount code for a future order, or a complimentary item as a gesture of goodwill.

8. Exchange Policy

Due to the perishable nature of food products, we do not offer traditional item exchanges. However, if you received an incorrect item and you are located within our delivery area, we will make every reasonable effort to:

• Resend the correct item if it can be prepared and delivered within a reasonable timeframe and the kitchen is still open at the time of the report.
• Issue a full refund for the incorrect item if redelivery is not feasible.
• Offer store credit equivalent to the value of the incorrect item for use on a future order.

For in-store and pickup orders, if you identify an issue with your order before leaving our premises, our staff will immediately work to correct the order at no additional charge. If you have already left, please contact us as soon as possible using the contact information below.

9. Cancellation Policy

We understand that plans can change. Our cancellation policy is as follows:

9.1 Online and Phone Orders

• Within 5 Minutes of Placing the Order: You may cancel your order for a full refund if the order has not yet been sent to our kitchen for preparation. Please contact us immediately by phone or email.
• After Preparation Has Begun: Once your order has entered the preparation stage, it cannot be cancelled. Our kitchen staff begins working on orders immediately after confirmation to ensure timely delivery.
• Orders Already Out for Delivery: Orders that are already with the delivery driver cannot be cancelled.

9.2 In-Store Orders

In-store orders that have been submitted to the kitchen cannot be cancelled once preparation has begun. Please review your order carefully before confirming it with our staff.

9.3 Catering and Large Group Orders

For catering orders or large group orders (typically orders over $150 or 10+ pizzas):

• Cancellations made more than 48 hours before the scheduled pickup or delivery time will receive a full refund.
• Cancellations made 24–48 hours before the scheduled time will receive a 50% refund.
• Cancellations made less than 24 hours before the scheduled time are non-refundable, as ingredients will have already been purchased and preparation may have begun.

10. Dispute Resolution Process

If you are unsatisfied with the outcome of your refund request, you have the right to escalate the matter through our formal dispute resolution process:

1. Step 1 – Internal Escalation: Contact us at [email protected] and clearly mark your message as a "Formal Dispute." Include your original refund request details and explain why you disagree with the initial decision. A senior member of our team will review your case within 5 business days.
2. Step 2 – Chargeback through Your Bank: If our internal resolution process does not result in a satisfactory outcome, you have the right under the Fair Credit Billing Act (FCBA) to dispute a charge with your credit card issuer or bank. We recommend initiating this process only after attempting to resolve the matter directly with us.
3. Step 3 – Consumer Protection Agencies: You may also file a complaint with the following agencies:
   • The Federal Trade Commission (FTC) at reportfraud.ftc.gov
   • Your state's Attorney General's Consumer Protection Division
   • The Better Business Bureau (BBB) at bbb.org

Green Lantern Pizza is committed to acting in good faith throughout the dispute resolution process and will cooperate fully with any legitimate investigation or inquiry.

11. Abuse of Refund Policy

Green Lantern Pizza reserves the right to deny refund requests from customers who, in our reasonable judgment, are abusing this policy. This includes but is not limited to customers who repeatedly request refunds without valid cause, provide false or misleading information, or engage in fraudulent activity. In such cases, we also reserve the right to restrict or terminate access to our ordering platform.

12. Changes to This Policy

Green Lantern Pizza reserves the right to modify or update this Refund Policy at any time. Any changes will be posted on our website at greenlanternpizzas.top with a revised effective date. Your continued use of our services following the posting of any changes constitutes your acceptance of the updated policy. We encourage you to review this page periodically.

13. Contact Us

If you have any questions about this Refund Policy, would like to submit a refund request, or need assistance with your order, please do not hesitate to contact us: