Refund Policy

Effective Date: June 24, 2026 | Last Updated: June 24, 2026

1. Introduction

This Refund Policy applies to all orders placed through our website greenlanternpizzagrill.click, by phone, or in person at Green Lantern Pizza & Grill. By placing an order with us, you agree to the terms outlined in this policy. We encourage you to review your order carefully before confirming your purchase.

Because we deal in perishable food items, our refund policy is specifically tailored to the nature of our products. We comply with all applicable consumer protection laws in the United States, including guidelines established by the Federal Trade Commission (FTC) under the FTC Act.

2. Eligibility Conditions for Refunds

We want every customer to be satisfied with their experience at Green Lantern Pizza & Grill. A refund or replacement may be issued under the following circumstances:

• Incorrect Order: You received an item that is different from what you ordered (e.g., wrong toppings, wrong pizza size, wrong menu item).
• Missing Items: One or more items from your order were missing upon delivery or pickup.
• Poor Food Quality: The food was undercooked, overcooked, spoiled, or otherwise unfit for consumption upon receipt.
• Damaged Delivery: The food arrived significantly damaged or spilled due to packaging failure or delivery handling.
• Allergic Reactions Due to Our Error: If we prepared your food with an ingredient you specifically requested to be excluded and you experienced an allergic reaction, you may be eligible for a refund. (Please note: we cannot guarantee allergen-free environments. Always inform us of severe allergies.)
• Significant Delay: Your delivery was excessively delayed beyond the estimated time and the food arrived in an unacceptable condition as a direct result.
• Duplicate Charge: You were charged more than once for the same order due to a technical error.

3. Timeframes for Refund Requests

Due to the perishable nature of food, it is essential that refund requests are submitted promptly. Please review the following timeframes:

Requests submitted outside of these timeframes may not be honored. We strongly recommend contacting us as soon as you identify an issue with your order.

4. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds. These include, but are not limited to:

• Change of Mind: Refunds will not be issued simply because you changed your mind after the order was prepared or delivered.
• Customized Orders Prepared Correctly: If a custom-built pizza or meal was prepared exactly as requested, it is not eligible for a refund due to personal taste preferences.
• Consumed Food: If the majority of a food item has been consumed, it will not qualify for a full refund. Partial refunds may be considered at our discretion.
• Late Pickup by Customer: If food quality deteriorates because you picked up your order significantly later than the agreed pickup time, we are not responsible.
• Delivery Address Errors: If incorrect delivery address information was provided by the customer, resulting in a failed or delayed delivery, refunds will not be issued.
• Promotional or Discounted Items: Items purchased during special promotions may be subject to different or restricted refund terms, as noted at the time of purchase.
• Delivery Fees: Delivery fees are generally non-refundable unless the refund is due to a confirmed error entirely on our part.
• Gift Cards: Purchased gift cards are non-refundable but remain valid for use at Green Lantern Pizza & Grill.

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

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

1. Step 1 – Document the Issue:

   Take clear photographs or videos of the food item(s) in question. Make note of your order number, date and time of purchase, and the specific issue you experienced.

2. Step 2 – Contact Us Promptly:

   Reach out to our customer support team using one of the following methods within the applicable timeframe:

   • Email: [email protected]
   • Website: greenlanternpizzagrill.click
3. Step 3 – Provide Required Information:

   When contacting us, please include the following information:

   • Your full name
   • Order number or confirmation number
   • Date and time of the order
   • Description of the issue
   • Photographs or other supporting evidence
   • Your preferred resolution (refund, replacement, or store credit)
4. Step 4 – Review Process:

   Our team will review your request and supporting documentation. We aim to respond to all refund inquiries within 1–2 business days. We may contact you for additional information or clarification.

5. Step 5 – Resolution:

   Once your request is approved, we will notify you of the resolution — whether it be a full refund, partial refund, store credit, or replacement. If your request is denied, we will provide a clear explanation.

6. Refund Processing Times by Payment Method

Once a refund has been approved, processing times will vary depending on your original payment method:

Please note that processing times are also dependent on your bank or financial institution. Green Lantern Pizza & Grill is not responsible for delays caused by banking systems once the refund has been initiated on our end.

7. Partial Refunds

In some cases, only a partial refund may be granted. Conditions under which a partial refund may be considered include:

• Only a portion of the order was incorrect, missing, or unsatisfactory, while the rest was acceptable.
• A food item was partially consumed before a quality issue was discovered.
• A minor error occurred in the order that did not significantly impact the overall meal experience.
• The customer contributed partially to the issue (e.g., provided incomplete or unclear special instructions).

The amount of a partial refund will be determined at the sole discretion of Green Lantern Pizza & Grill management, based on a fair assessment of the situation.

8. Exchange Policy

In many cases, we prefer to offer a direct replacement rather than a monetary refund, as this allows us to quickly resolve your issue and ensure you receive the meal you expected. Our exchange policy works as follows:

• Incorrect Item: If you received the wrong item, we will prioritize sending you the correct item as quickly as possible at no additional charge.
• Quality Issue: If your food did not meet our quality standards, we will prepare and deliver or make available for pickup a replacement item.
• Customer Preference: If you would prefer a refund over a replacement, please indicate this clearly when submitting your request. We will do our best to accommodate your preference.
• Timing: Replacement orders are subject to our current kitchen capacity and operating hours. We cannot guarantee immediate replacement at all times.

Exchanges are offered at no cost to the customer when the error is confirmed to be on our part.

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 your order: You may cancel your order for a full refund, provided that food preparation has not yet begun. Please call us immediately or use our website contact form.
• After food preparation has begun: Cancellations are generally not accepted once the kitchen has started preparing your order. In exceptional circumstances, a store credit may be offered at our discretion.
• After the order has been dispatched for delivery: Cancellations are not accepted once the order is out for delivery.

9.2 In-Store Orders

In-store orders cannot be cancelled once they have been submitted to the kitchen. If you have concerns, please speak with a manager immediately.

9.3 Pre-Orders and Large Group Orders

For catering orders, large group orders, or advance pre-orders, the following cancellation terms apply:

• More than 48 hours before the scheduled order: Full refund issued.
• 24–48 hours before the scheduled order: 50% refund issued; the remaining 50% will be provided as store credit.
• Less than 24 hours before the scheduled order: No monetary refund. Store credit may be considered at management's discretion.

10. Dispute Resolution Process

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

1. Internal Escalation:

   Contact us again at [email protected] and request that your case be escalated to a senior manager. Clearly explain why you are unsatisfied with the initial resolution and provide any additional evidence or context.

2. Informal Negotiation:

   We are committed to resolving disputes amicably. Our management team will personally review escalated complaints and attempt to reach a fair resolution within 5 business days.

3. Consumer Protection Resources:

   If we are unable to resolve the dispute internally, you have the right to file a complaint with the following agencies:

   • Federal Trade Commission (FTC): www.ftc.gov — for consumer protection complaints.
   • Your State Attorney General's Office — for state-level consumer protection enforcement.
   • Better Business Bureau (BBB): www.bbb.org — for business conduct complaints.
4. Chargeback Notice:

   If you initiate a chargeback through your bank or credit card company without first attempting to resolve the issue directly with us, we reserve the right to provide transaction records and evidence to contest the chargeback. We strongly encourage resolving disputes directly with us first, as this is typically faster for all parties involved.

11. Fraud Prevention

Green Lantern Pizza & Grill takes fraudulent refund claims seriously. Repeated, unfounded, or suspicious refund requests may result in:

• Refusal of future refund claims without substantive evidence.
• Suspension or termination of your account (if applicable).
• Reporting to relevant consumer fraud authorities if warranted.

We appreciate honest and transparent communication from our customers and strive to maintain fairness for all parties.

12. Changes to This Refund Policy

Green Lantern Pizza & Grill reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on our website at greenlanternpizzagrill.click with the updated effective date. Continued use of our services after changes are posted constitutes your acceptance of the revised policy.

We encourage customers to review this policy periodically to stay informed of any updates.

13. Contact Information for Refund Requests

For all refund inquiries, questions about this policy, or to submit a refund request, please contact us using the details below: