Refund Policy

At Anthony's Coal Fired Pizza, we are committed to delivering an exceptional dining experience and ensuring the satisfaction of every customer. We understand that issues may occasionally arise with orders — whether placed in-store, online, or through third-party delivery platforms. This Refund Policy outlines your rights, our obligations, and the procedures for requesting refunds, exchanges, or cancellations. Please read this policy carefully before placing an order.

By placing an order with Anthony's Coal Fired Pizza through our website acfp-food.click or any affiliated ordering channel, you agree to the terms set forth in this Refund Policy. This policy is governed by applicable United States consumer protection laws, including the Federal Trade Commission Act (FTC Act), and applicable state laws depending on your location.

1. Our Commitment to Customer Satisfaction

Anthony's Coal Fired Pizza takes pride in using fresh, high-quality ingredients prepared with care and culinary expertise. Our coal-fired ovens and signature recipes are designed to deliver a consistently outstanding product. However, we recognize that problems can sometimes occur — an incorrect item, a quality concern, or an issue with your order. In such cases, we want to make things right as quickly and fairly as possible.

We encourage all customers to review their orders upon receipt and to contact us promptly if there is any problem. Our team is available and eager to resolve issues in a professional and courteous manner.

2. Eligibility Conditions for Refunds

A refund or credit may be issued under the following conditions:

• You received an incorrect item that does not match your confirmed order.
• Your order arrived in a condition that is clearly unsatisfactory, unsafe, or significantly different from what was described.
• Your order was not delivered within a reasonable timeframe, and you did not receive it at all.
• A billing error occurred, such as being charged twice for the same order or charged an incorrect amount.
• Your order was cancelled by Anthony's Coal Fired Pizza due to unavailability of items or operational issues on our end.
• A demonstrable food quality issue was identified at the time of receipt (e.g., item was clearly undercooked, spoiled, or contained foreign material).

To be eligible for a refund, customers must provide sufficient documentation or description of the issue. We reserve the right to request photographic evidence, order confirmation details, or other reasonable proof before processing a refund.

2.1 Who May Request a Refund

Only the original purchaser of the order — the individual who placed and paid for the order — is eligible to request a refund. Refund requests must be made using the same contact information used when placing the order whenever possible.

3. Timeframes for Refund Requests

We ask that all refund requests be submitted as promptly as possible. The following timeframes apply:

Refund requests submitted outside these timeframes may not be honored, except in extenuating circumstances at the sole discretion of Anthony's Coal Fired Pizza management. We strongly encourage customers to contact us as soon as an issue is identified to ensure the fastest possible resolution.

4. Non-Refundable Items and Services

Not all purchases are eligible for a refund. The following are generally non-refundable:

• Orders that have been consumed: If the majority of a meal has been eaten and then a complaint is raised about quality, a refund may not be issued. We ask that issues be identified promptly.
• Correctly prepared orders that simply do not meet personal taste preferences: Refunds are not provided because a customer does not like the flavor, seasoning, or style of a correctly prepared dish.
• Special event or catering orders: Once a catering or large group order has been confirmed and preparation has commenced, these orders are non-refundable unless Anthony's Coal Fired Pizza fails to fulfill the order as agreed.
• Promotional or discounted items: Items purchased as part of a limited-time promotion or with a discount code may have limited or no refund eligibility, as stated in the applicable promotion terms.
• Delivery fees and service charges: Third-party delivery fees, platform service fees, and convenience charges are generally non-refundable unless the non-delivery was solely due to our error.
• Digital gift cards and vouchers: Once purchased and delivered electronically, gift cards and promotional vouchers are non-refundable.

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

Follow these steps to submit a refund request with Anthony's Coal Fired Pizza:

1. Gather your order information: Before reaching out, locate your order confirmation number, the date and time of your order, the payment method used, and a description of the issue. If applicable, take clear photographs of the problem (e.g., wrong item, damaged packaging, food quality concern).
2. Contact us directly: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: acfp-food.click
3. Provide complete details: In your communication, include your full name, contact information, order number, the specific items in question, and a clear explanation of the issue. Attach any supporting photos or documentation.
4. Await confirmation: Our team will acknowledge your refund request within 1–2 business days of receipt. We may follow up with additional questions to better understand your concern.
5. Resolution decision: Once we have reviewed your request and any supporting evidence, we will notify you of the decision — whether a full refund, partial refund, store credit, or denial — within 3–5 business days of receiving all required information.
6. Receive your refund: If approved, your refund will be processed according to the timeframes outlined in Section 6 of this policy.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes for the funds to appear in your account depends on your original payment method. Please refer to the table below:

Please note that while we process refunds promptly on our end, your financial institution or card issuer controls the final timing of when funds appear in your account. We are unable to expedite this process beyond what your bank allows. If you have not received your refund within the stated timeframe, please contact your bank first before reaching out to us.

7. Cancellation Policy

We understand that plans change. The following cancellation terms apply to orders placed with Anthony's Coal Fired Pizza:

7.1 Standard Online Orders

Orders placed through acfp-food.click or our affiliated ordering platforms may be cancelled free of charge within 5 minutes of order placement, provided that food preparation has not yet begun. Once our kitchen staff has started preparing your order, cancellation is no longer possible, and the order will be charged in full.

7.2 Scheduled or Advance Orders

Orders scheduled for a future date or time may be cancelled without charge up to 2 hours before the scheduled preparation time. Cancellations made within 2 hours of the scheduled time may result in a partial charge or forfeiture of any deposit paid.

7.3 Catering and Large Group Orders

Catering orders or large group reservations require a minimum of 48 hours' notice for cancellation without a fee. Cancellations made less than 48 hours before the event may result in a cancellation fee of up to 50% of the total order value. Cancellations made less than 24 hours before the event may be charged in full.

7.4 How to Cancel

To cancel an order, contact us immediately at [email protected] or visit acfp-food.click with your order number and cancellation request. Time-sensitive cancellations should be communicated as quickly as possible.

8. Partial Refunds

In some situations, a partial refund may be issued rather than a full refund. Partial refunds are considered when:

• Only one or a few items in a multi-item order were incorrect or unsatisfactory, while the rest of the order was fulfilled correctly.
• A portion of the food was consumed before the issue was identified, limiting the scope of the claim.
• The issue was minor and does not warrant a full refund but merits some form of compensation.
• A delivery issue was partially attributable to circumstances outside our control (e.g., weather delays, traffic).
• A promotional discount was applied to the original order, affecting the refundable amount.

The amount of a partial refund will be determined by Anthony's Coal Fired Pizza management based on the specifics of each case. We strive to ensure that any partial refund is fair and proportional to the nature of the issue reported.

9. Exchange Policy

Due to the perishable nature of food products, we do not offer direct item exchanges in the traditional sense. However, if you received an incorrect item, we will take one of the following corrective actions at our discretion:

• Replacement delivery: If operationally feasible and the error was clearly ours, we may dispatch the correct item to you at no additional charge.
• Store credit: We may issue store credit equal to the value of the incorrect or unsatisfactory item, redeemable on a future order.
• Monetary refund: As an alternative to replacement or store credit, a refund may be issued for the specific incorrect item.

The most appropriate remedy will be determined on a case-by-case basis, taking into account practical factors such as delivery logistics, time of day, and the nature of the error. Our goal is always to make the situation right for you in the most efficient way possible.

10. Orders Placed Through Third-Party Platforms

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

• Refund policies may differ based on the platform's own terms and conditions.
• You may need to contact the third-party platform directly to request a refund for delivery issues caused by the platform (e.g., driver errors, late delivery by the courier).
• For issues related specifically to food quality or incorrect items prepared by our kitchen, you may contact us directly at [email protected].
• Anthony's Coal Fired Pizza is not responsible for delivery errors, damage, or delays caused by third-party logistics providers.

11. Dispute Resolution Process

We sincerely hope that all refund concerns can be resolved through direct communication with our customer service team. However, if you are not satisfied with the outcome of a refund request, the following dispute resolution process applies:

11.1 Internal Escalation

If you believe your refund request was handled incorrectly, you may request an escalation to a senior manager or regional customer relations representative. Please state clearly in your communication that you wish to escalate the matter and provide all previous correspondence. Escalated requests will receive a response within 5–7 business days.

11.2 Chargeback Rights

Under the Fair Credit Billing Act (FCBA) and applicable card network rules, you may have the right to dispute a charge with your credit or debit card issuer if you believe a billing error occurred. We encourage you to contact us first, as we are usually able to resolve issues faster than a chargeback process. However, we respect your right to pursue this option if our resolution is unsatisfactory.

11.3 FTC and Consumer Protection Agencies

As a business operating in the United States, Anthony's Coal Fired Pizza complies with all applicable federal and state consumer protection regulations, including those enforced by the Federal Trade Commission (FTC). If you believe your consumer rights have been violated, you may file a complaint with the FTC at ftc.gov/complaint or contact your state's Attorney General office.

11.4 Informal Mediation

Before initiating any formal legal action, both parties agree to attempt to resolve any dispute through good-faith negotiation or informal mediation. Please contact us in writing at [email protected] to initiate this process.

12. Changes to This Refund Policy

Anthony's Coal Fired Pizza reserves the right to update or modify this Refund Policy at any time. Changes will be reflected on this page with an updated effective date. We encourage customers to review this policy periodically. Continued use of our website or services after changes are posted constitutes acceptance of the revised policy.

13. Contact Us

If you have any questions about this Refund Policy, need to submit a refund request, or require assistance with an order issue, please do not hesitate to reach out to our customer support team. We are here to help.