Refund Policy

At Green Lantern Pizza Grill, we are committed to delivering the highest quality food and dining experience to every customer. We understand that sometimes things do not go as expected, and we want to make sure you are fully satisfied with your order. This Refund Policy outlines the conditions under which refunds, replacements, and cancellations are accepted, and how you can reach us to resolve any concerns.

Please read this policy carefully before placing an order through our website at greenlanternpizzagrill.rest or through any other ordering channel. By placing an order with Green Lantern Pizza Grill, you agree to the terms described in this policy.

1. Our Commitment to Customer Satisfaction

Green Lantern Pizza Grill takes great pride in the quality of our food, ingredients, and service. Every order is prepared fresh with care and attention to detail. However, we acknowledge that errors can occur — whether it involves an incorrect item, a quality issue, or a delivery problem. When these situations arise, we are here to make it right.

This policy applies to all orders placed directly through our website (greenlanternpizzagrill.rest), by phone, or in person at our restaurant. Orders placed through third-party delivery platforms (such as DoorDash, Uber Eats, Grubhub, etc.) are subject to those platforms' own refund and cancellation policies. Please contact the respective platform directly for assistance with those orders.

2. Eligibility Conditions for Refunds

A refund or replacement may be issued under the following circumstances:

• Wrong Item Received: You received an item that is different from what you ordered.
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food you received was undercooked, overcooked, spoiled, or otherwise did not meet reasonable quality standards at the time of delivery or pickup.
• Allergic Ingredients: Your order contained an ingredient you specifically requested to be omitted due to a documented allergy or dietary restriction, provided this request was clearly communicated at the time of ordering.
• Order Not Delivered: Your delivery order was never received and cannot be confirmed as delivered by our records or delivery provider.
• Significant Delay: Your order was delivered significantly later than the estimated time and the food quality was compromised as a result.
• Duplicate Charges: You were charged more than once for the same order due to a technical or payment processing error.

To be eligible for a refund, you must contact us within the timeframes specified in Section 3 below. Refund eligibility is assessed on a case-by-case basis, and Green Lantern Pizza Grill reserves the right to request supporting information such as photos or order confirmation details.

3. Timeframes for Refund Requests

Timely reporting is essential for us to investigate and resolve your concern effectively. The following timeframes apply:

Requests submitted outside these timeframes may not be eligible for a refund. We strongly encourage customers to inspect their orders upon receipt and contact us immediately if any issue is identified.

4. Non-Refundable Items and Situations

While we strive to accommodate all reasonable refund requests, the following items and situations are generally not eligible for a refund:

• Orders where the food has been substantially consumed (more than half eaten) before a complaint is filed, unless the quality issue was not apparent until consumption.
• Requests based solely on personal taste preferences, provided the item was prepared as described on the menu.
• Orders where a customer-made customization error occurred (e.g., incorrect toppings selected online by the customer).
• Delivery fees, service fees, or tips paid through third-party platforms.
• Promotional or complimentary items received as part of a special offer or discount.
• Refund requests submitted after the timeframes specified in Section 3.
• Orders that were picked up in-store and the customer left the premises without reporting an issue to our staff.
• Dissatisfaction based on portion size, provided the portion was consistent with standard menu descriptions.

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

Requesting a refund from Green Lantern Pizza Grill is a straightforward process. Please follow these steps:

1. Gather Your Order Information: Have your order confirmation number, order date, items ordered, and payment method ready before contacting us.
2. Document the Issue: If possible, take clear photographs of the incorrect, missing, or low-quality food item. This helps us investigate more efficiently and process your request faster.
3. Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: greenlanternpizzagrill.rest
4. Describe the Problem: Clearly explain the issue you experienced, including the specific items affected, how you received your order (delivery or pickup), and what resolution you are requesting (refund, replacement, or store credit).
5. Submit Supporting Materials: Attach any photos, receipts, or screenshots to your email or form submission to help us verify your claim.
6. Await Our Response: Our team will review your request and respond within 1–3 business days. We may reach out with follow-up questions if additional information is needed.
7. Resolution: Once your request is approved, we will inform you of the refund method and expected processing time. See Section 6 for processing time details.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to appear in your account depends 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 is subject to your bank or payment provider's processing timelines, which are beyond our control. If you have not received your refund after the stated timeframe, we recommend contacting your bank before reaching out to us.

7. Partial Refunds

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

• Only some items in a multi-item order were incorrect, missing, or of poor quality.
• The food item had a minor issue that did not fully compromise the order (e.g., slightly less cheese than expected, or a minor cosmetic presentation issue).
• The customer consumed a portion of the food before identifying the issue.
• A delivery delay occurred but the food quality was still acceptable upon arrival.
• A promotional discount was applied to the original order, and only the net amount paid for the affected item is refundable.

The amount of any partial refund will be determined by our customer service team based on the specific circumstances of each case. We are committed to being fair and reasonable in all partial refund decisions.

8. Exchange and Replacement Policy

In many cases, especially for in-store or local delivery orders, we may offer a replacement of your item rather than — or in addition to — a refund. Replacements are our preferred resolution when:

• The wrong item was delivered and you would still like to receive the correct item.
• A food quality issue can be corrected by remaking the item.
• A missing item can be quickly prepared and delivered or made available for pickup.

If a replacement is offered, it will be prepared and dispatched as quickly as possible, subject to our kitchen's current capacity and operating hours. You are under no obligation to accept a replacement in lieu of a refund, and you may choose your preferred resolution when contacting us.

Please note that replacements are available only during our regular operating hours and for items currently available on our menu. If an item has been discontinued or is temporarily unavailable, a refund or store credit will be offered instead.

9. Cancellation Policy

Because our food is prepared fresh to order, cancellation windows are limited. The following rules apply:

9.1 Orders Placed Online or by Phone

• Cancellation within 5 minutes of placing the order: Full refund issued, provided the order has not yet entered the preparation stage.
• Cancellation after 5 minutes but before preparation begins: Refund may be issued at our discretion, depending on kitchen status.
• Cancellation after preparation has begun: No refund will be issued, as food ingredients and labor have already been committed to your order.

9.2 In-Store Orders

Once an in-store order has been submitted to our kitchen staff, it cannot be cancelled. 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 10 or more people), the following cancellation terms apply:

• Cancellation 48+ hours in advance: Full refund of any deposit paid.
• Cancellation 24–48 hours in advance: 50% refund of the deposit.
• Cancellation less than 24 hours in advance: No refund of the deposit, as ingredients and staffing arrangements will have already been made.

To cancel a catering order, please contact us as soon as possible at [email protected].

10. Dispute Resolution Process

If you are not satisfied with the resolution offered by our customer service team, we encourage you to follow the steps below:

1. Step 1 — Escalation Request: Reply to your original customer service email and request that your concern be escalated to a manager or senior team member. Please clearly explain why the proposed resolution does not meet your expectations.
2. Step 2 — Manager Review: A member of our management team will review your case within 3–5 business days and provide a final decision.
3. Step 3 — Written Resolution: All final decisions will be communicated in writing via email to the address you provided during the complaint process.
4. Step 4 — External Dispute Options: If you remain dissatisfied after our internal review, you have the right to pursue the following options:
   • File a complaint with the Federal Trade Commission (FTC) at reportfraud.ftc.gov.
   • Contact your state's Attorney General's consumer protection office.
   • If applicable, dispute the charge with your credit card issuer or bank under the Fair Credit Billing Act (FCBA).
   • California residents may also file a complaint with the California Department of Consumer Affairs or pursue rights under the California Consumer Privacy Act (CCPA/CPRA) if the dispute relates to personal data.

11. Chargebacks and Payment Disputes

If you initiate a chargeback with your bank or credit card provider without first contacting Green Lantern Pizza Grill to attempt resolution, we reserve the right to contest the chargeback by providing all relevant order and communication records to your financial institution. We ask that customers always give us the opportunity to resolve an issue directly before escalating to a payment dispute.

Fraudulent chargebacks — where a customer claims a refund through their bank for an order that was received and accurately fulfilled — may result in the customer being banned from placing future orders with Green Lantern Pizza Grill.

12. Store Credit

In some situations, rather than a monetary refund, we may offer store credit that can be applied toward your next order with Green Lantern Pizza Grill. Store credit is:

• Valid for 90 days from the date of issuance.
• Non-transferable and cannot be exchanged for cash.
• Applicable to online and in-store orders only at Green Lantern Pizza Grill locations.
• Not applicable to gratuities, delivery fees charged by third-party platforms, or taxes.

You are not obligated to accept store credit in place of a monetary refund if you are otherwise eligible for one. Please indicate your preference when contacting our customer service team.

13. Consumer Rights Under United States Law

This Refund Policy is designed to comply with applicable United States consumer protection laws, including but not limited to:

• The Federal Trade Commission Act (FTC Act), which prohibits unfair or deceptive acts or practices in commerce.
• The Fair Credit Billing Act (FCBA), which provides consumers with rights to dispute billing errors on credit card statements.
• The Electronic Fund Transfer Act (EFTA), which provides protections for consumers using debit cards and electronic payment methods.
• State consumer protection statutes applicable in the state where Green Lantern Pizza Grill operates.

Nothing in this Refund Policy is intended to limit or waive any rights you have under applicable federal or state consumer protection law.

14. Policy Updates

Green Lantern Pizza Grill reserves the right to update or modify this Refund Policy at any time. Any changes will be effective immediately upon posting to our website at greenlanternpizzagrill.rest. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage customers to review this policy periodically. Continued use of our services following any changes constitutes your acceptance of the updated policy.

15. Contact Information for Refund Requests

For all refund inquiries, complaints, or questions related to this policy, please contact our customer service team using the information below. We aim to respond to all inquiries within 1–3 business days.

When contacting us, please include the following information to help us process your request as efficiently as possible:

• Your full name
• Your order confirmation number
• Date and time of the order
• A description of the issue
• Photos of the affected items (if applicable)
• Your preferred resolution (refund, replacement, or store credit)

We value every customer and are dedicated to resolving your concerns quickly, fairly, and professionally. Thank you for choosing Green Lantern Pizza Grill. We look forward to continuing to serve you.