Refund Policy

Effective Date: June 12, 2026  |  Last Updated: June 12, 2026

At Anthony's Coal Fired Pizza, we are committed to delivering an exceptional dining experience and high-quality food products to every customer. We understand that situations may arise where a refund or resolution is necessary. This policy has been created to provide clear, fair, and transparent guidelines regarding refunds, cancellations, exchanges, and dispute resolution in compliance with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act and relevant state consumer protection statutes.

1. Eligibility Conditions for Refunds

We want every customer to be fully satisfied with their order. Refund requests will be considered eligible under the following conditions:

• Incorrect Order: You received an item that is different from what you ordered (wrong toppings, wrong size, wrong menu item).
• Food Quality Issues: The food received was undercooked, overcooked, spoiled, or otherwise unfit for consumption at the time of delivery or pickup.
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Allergic Reactions Due to Mislabeling: If you notified us of a food allergy at the time of ordering and the allergy-related instruction was not followed, resulting in an allergic reaction or health concern.
• Duplicate Charges: You were charged more than once for the same order due to a technical or processing error.
• Failed Delivery: Your delivery order was never delivered and was not marked as delivered by our delivery partner or internal system.
• Order Cancellation Before Preparation: You submitted a cancellation request before preparation of your order began (see Section 8 for full cancellation terms).

To be eligible for a refund, the issue must be reported within the timeframes specified in Section 2 below. Refund requests that do not meet these criteria may be reviewed on a case-by-case basis at the sole discretion of Anthony's Coal Fired Pizza management.

2. Timeframes for Refund Requests

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

Requests submitted outside of these timeframes will be reviewed at our discretion. We strongly encourage customers to report issues as soon as they are discovered to allow us to verify and resolve the matter efficiently.

3. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds. The following are considered non-refundable:

• Consumed Food Items: Items that have been substantially consumed and are not returned (except in quality complaint cases where a photo or evidence is provided).
• Change of Mind: Refunds will not be issued if you simply changed your mind about your order after it has been prepared or delivered.
• Incorrect Order Submitted by Customer: If you placed an order with incorrect customizations, sizes, or items and the order was prepared as requested, no refund will be issued.
• Promotional or Discounted Items: Items purchased under a limited-time promotion, discount code, or special offer may not be eligible for a monetary refund, though store credit may be offered.
• Gift Cards and Vouchers: Gift cards and prepaid vouchers are non-refundable and non-transferable once purchased and activated.
• Third-Party Delivery Fees: Delivery service fees charged by third-party platforms (such as DoorDash, Uber Eats, Grubhub, or similar services) are not refundable by Anthony's Coal Fired Pizza. Customers must contact the respective platform directly for delivery fee disputes.
• Catering Deposits: Deposits placed for catering orders that are cancelled less than 72 hours before the scheduled event are non-refundable.
• Taxes and Government-Mandated Fees: Applicable sales taxes and mandatory fees collected at the time of purchase are non-refundable.

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

To submit a refund request, please follow the steps below:

1. Gather Your Order Information: Locate your order confirmation number, receipt, or transaction ID. This information is included in your confirmation email or available in your account history on acfpizza.rest.
2. Document the Issue: If applicable, take clear photographs of the incorrect item, missing item, food quality issue, or packaging problem. Visual documentation significantly speeds up our review process.
3. Contact Us Promptly: Reach out to our customer support team using one of the methods below within the required timeframe:
   • Email: [email protected]
   • Website: acfpizza.rest
4. Provide Required Details: When contacting us, please include:
   • Your full name
   • Order confirmation number or receipt
   • Date and time of the order
   • Description of the issue
   • Photographs or evidence (if applicable)
   • Your preferred resolution (refund, replacement, or store credit)
5. Receive Confirmation: Our team will acknowledge your refund request within 1–2 business days and may follow up with additional questions if necessary.
6. Await Review and Decision: Once all information is received, we will review your request and notify you of our decision within 3–5 business days.
7. Refund or Resolution Issued: If your request is approved, the appropriate resolution (refund, replacement, or store credit) will be processed according to the timelines outlined in Section 5.

5. Refund Processing Times by Payment Method

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

6. Partial Refunds

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

• Only one or a few items in a multi-item order are affected, while the remaining items were received correctly and in satisfactory condition.
• The food item had a minor quality issue but was partially consumed before the problem was identified.
• A promotional discount was applied to the original order, in which case the refund amount will reflect the discounted price paid rather than the full menu price.
• A catering order is partially cancelled with adequate notice, where some preparation costs have already been incurred.
• Delivery fees or service charges may be excluded from the refund if the delivery was successfully completed but there was an issue with only a portion of the order.

The exact partial refund amount will be determined by our customer support team based on the nature of the complaint and the items involved. We will communicate the partial refund amount clearly before processing.

7. Exchange Policy

Anthony's Coal Fired Pizza offers order replacements as an alternative to monetary refunds in eligible situations. Our exchange/replacement policy works as follows:

• Incorrect Items: If you received the wrong item, we will prepare and deliver or provide for pickup the correct item at no additional charge, subject to availability.
• Quality Issues: If the food quality does not meet our standards and is reported within the required timeframe, we will offer to remake the item.
• Missing Items: Missing items from an order will be resent or made available for pickup at the nearest participating location.
• No Exchanges for Personal Preference Changes: We are unable to remake or exchange items simply because you changed your mind about your order after it was correctly prepared as submitted.
• Replacements for Delivery Orders: For delivery orders, replacements will be dispatched as a new delivery order when operationally feasible. In cases where a replacement delivery is not possible, a full or partial refund will be issued instead.

8. Cancellation Policy

Due to the nature of freshly prepared food, our ability to cancel orders is time-sensitive. Please review the following cancellation terms carefully:

8.1 Online and App Orders

• Cancellations must be requested within 5 minutes of placing your order, before food preparation begins.
• Once preparation has begun, cancellations are not accepted and no refund will be issued.
• To cancel an online order, contact us immediately at [email protected] or call the location directly.

8.2 In-Store Orders

• In-store orders that have already been placed with the kitchen cannot be cancelled once food preparation has started.
• If you need to cancel before the order is sent to the kitchen, please notify your server or counter staff immediately.

8.3 Catering Orders

• Catering orders cancelled more than 72 hours before the scheduled event date will receive a full refund of any deposit paid.
• Catering orders cancelled between 24 and 72 hours before the event will receive a 50% refund of the deposit.
• Catering orders cancelled less than 24 hours before the event are non-refundable.
• Full catering balances paid in advance will be refunded on the same sliding scale as deposits.

9. Dispute Resolution Process

If you are unsatisfied with the resolution provided by our customer support team, Anthony's Coal Fired Pizza offers the following dispute resolution process:

Step 1: Escalate to Management

Request that your case be escalated to a senior manager or regional customer experience representative. You may do this by replying to your existing email thread or by contacting us at [email protected] with the subject line: "Escalated Dispute – [Your Order Number]". Management will review your case within 5 business days.

Step 2: Written Formal Complaint

If the escalated review does not resolve your concern, you may submit a formal written complaint by emailing [email protected]. Include all prior correspondence, your order details, and a clear statement of your desired resolution. We will respond in writing within 10 business days.

Step 3: External Dispute Options

If your dispute remains unresolved after completing the above steps, you may have the right to pursue the following external options:

• Federal Trade Commission (FTC): File a complaint at ftc.gov for consumer protection concerns.
• State Attorney General: Contact your state's Attorney General office for consumer protection assistance.
• Better Business Bureau (BBB): File a complaint at bbb.org.
• Credit Card Chargeback: If you believe a charge was unauthorized or fraudulent, you may contact your credit card company or bank to initiate a chargeback process under applicable financial regulations.
• Third-Party Platform Disputes: If your order was placed through a third-party delivery platform, you may also file a dispute directly with that platform pursuant to their own policies.

10. Contact Information for Refund Requests

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

11. Policy Updates

Anthony's Coal Fired Pizza reserves the right to update, modify, or revise this Refund Policy at any time. Any changes will be posted on acfpizza.rest with a revised effective date. Continued use of our website or placement of orders following any updates constitutes your acceptance of the revised policy. We encourage customers to review this page periodically to stay informed of any changes.

This Refund Policy was last reviewed and updated on June 12, 2026.