Refund Policy

At Anthony's Coal Fired Pizza, we are committed to providing our customers with high-quality food and an exceptional dining experience. We understand that situations may arise where a refund or exchange is necessary, and we have established this Refund Policy to address such circumstances in a fair and transparent manner. Please read this policy carefully before placing an order or making a purchase through our website at food-acfp.rest or at any of our physical locations.

1. Overview

This Refund Policy applies to all purchases made through Anthony's Coal Fired Pizza, whether online, by phone, or in person. By placing an order with us, you agree to the terms outlined in this policy. We reserve the right to update or modify this policy at any time, and any changes will be posted on our website with an updated effective date.

Our goal is to ensure that every customer leaves satisfied. If you are not completely happy with your order, we encourage you to reach out to us as soon as possible so we can work toward a resolution.

2. Eligibility Conditions for Refunds

To be eligible for a refund, the following conditions must generally be met:

• The refund request must be submitted within the applicable timeframe as outlined in Section 3 of this policy.
• The issue must be directly related to a verifiable problem with the order, such as incorrect items, missing items, food quality concerns, or a technical error during the online ordering process.
• The customer must provide proof of purchase, such as an order confirmation number, receipt, or transaction record.
• For delivery orders, the customer must report the issue before consuming or discarding a substantial portion of the order, unless the issue could not reasonably have been discovered until after consumption (e.g., foreign object found in food).
• For in-store purchases, the concern must be raised with a manager or staff member before leaving the premises, or immediately upon discovery of the issue if it arises after leaving.
• Refund requests submitted in bad faith, or where the customer has already received a prior resolution (such as a replacement or store credit) for the same incident, will not be eligible for an additional refund.

3. Timeframes for Refund Requests

Refund requests must be submitted within the following timeframes depending on the nature of the purchase or issue:

Requests submitted outside of these timeframes may be considered on a case-by-case basis, but Anthony's Coal Fired Pizza cannot guarantee a favorable outcome for late submissions.

4. Non-Refundable Items and Services

The following items and services are generally non-refundable:

• Consumed food: Items that have been substantially consumed or eaten are not eligible for a refund unless a verifiable quality or safety issue is reported.
• Customized orders: Food items that were specially prepared according to specific customer requests (e.g., allergen modifications, custom toppings) are non-refundable unless the preparation did not match the stated request.
• Gift cards and promotional credits: Gift cards purchased from Anthony's Coal Fired Pizza are non-refundable and cannot be exchanged for cash.
• Delivery fees and service charges: Third-party delivery fees, platform service charges, and tips are generally non-refundable unless the order was never delivered due to an error on our part.
• Orders with minor dissatisfaction: Personal taste preferences that do not reflect a verifiable issue with the food preparation or quality do not qualify for a refund.
• Late delivery by third-party services: If your order is fulfilled through a third-party delivery platform (e.g., DoorDash, Uber Eats, Grubhub), delays caused by those third-party services are outside our control and refund requests for delivery delays should be directed to the relevant platform.

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

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

1. Gather Your Information: Before contacting us, please have the following ready:
   • Your full name and contact information
   • Your order number or receipt
   • The date and time of your order
   • A clear description of the issue
   • Photos or supporting documentation (strongly recommended for food quality or missing item claims)
2. Contact Us: Reach out to Anthony's Coal Fired Pizza through one of the following channels:
   • Email: [email protected]
   • Website: food-acfp.rest
3. Submit Your Request: Clearly state in your message that you are requesting a refund and provide all relevant details gathered in Step 1. If submitting by email, use the subject line: "Refund Request – [Your Order Number]".
4. Await Confirmation: Our customer service team will acknowledge your request within 1–2 business days and may follow up with additional questions or request further documentation.
5. Resolution: Once the review process is complete, we will notify you of our decision and, if approved, initiate the refund according to the processing timelines described in Section 6.

6. Refund Processing Times by Payment Method

Once a refund is approved, processing times 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 depends on your bank or financial institution's policies. Anthony's Coal Fired Pizza is not responsible for delays caused by third-party payment processors or financial institutions.

7. Partial Refunds

In some circumstances, a partial refund may be granted instead of a full refund. Situations where a partial refund may be appropriate include:

• Only a portion of the order was incorrect, missing, or unsatisfactory, while the remainder of the order was acceptable.
• The customer partially consumed the order before discovering the issue, and the unconsumed portion can be verified as problematic.
• A catering or large group order is partially canceled within the allowed cancellation window, but preparation for a portion of the order has already begun.
• A promotional discount or coupon was applied to the original order, in which case the refund amount will reflect the actual amount paid rather than the full menu price.

The amount of any partial refund will be determined by Anthony's Coal Fired Pizza management on a case-by-case basis, taking into account the extent of the issue and the value of the affected items.

8. Exchange Policy

Anthony's Coal Fired Pizza does not operate a traditional product exchange policy as food items are perishable and prepared to order. However, in the event of an incorrect or unsatisfactory order, we may offer the following alternatives at our discretion:

• Order Replacement: For incorrect items or verifiable quality issues reported promptly, we may offer to prepare and deliver or make available a replacement order at no additional charge.
• Store Credit: In lieu of a cash refund, customers may be offered store credit equivalent to the value of the refundable amount, which can be applied to a future order.
• Menu Item Substitution: If a specific menu item is unavailable or was prepared incorrectly, we may offer a comparable substitution of equal or similar value.

Exchanges and replacements are subject to availability and are offered at the sole discretion of Anthony's Coal Fired Pizza. The decision to offer a replacement, store credit, or cash refund will be made based on the specific circumstances of the complaint.

9. Cancellation Policy

Our cancellation policy varies based on the type of order placed:

9.1 Standard Online and Phone Orders

Orders may be canceled and fully refunded if the cancellation request is made before the order enters the preparation stage. Once preparation has begun, cancellations may not be accepted, and refunds will not be issued. Given the speed at which our kitchen operates, customers typically have a very short window (approximately 5–10 minutes after order placement) to cancel a standard order.

9.2 Catering and Large Group Orders

For catering orders and large group reservations, the following cancellation terms apply:

• 72 hours or more before the event: Full refund of any deposit or prepaid amount.
• Between 24 and 72 hours before the event: 50% refund of the total order value or deposit paid.
• Less than 24 hours before the event: No refund. The full amount of the order will be charged.

Catering cancellations must be submitted in writing to [email protected] and are not effective until confirmed by an Anthony's Coal Fired Pizza representative.

9.3 In-Store Reservations

Reservations made for dining in at our locations are generally not subject to a financial penalty for cancellations. However, we kindly request that customers cancel reservations at least 2 hours in advance to allow us to accommodate other guests.

10. Dispute Resolution Process

In the event that you are dissatisfied with the outcome of a refund request, Anthony's Coal Fired Pizza provides the following escalation and dispute resolution process:

10.1 Internal Escalation

If your initial refund request is denied or you feel the resolution offered was inadequate, you may request that the matter be escalated to a senior manager or the customer relations department. Please send an email to [email protected] with the subject line "Refund Dispute Escalation – [Your Order Number]" and include all relevant correspondence and documentation. We will review escalated disputes within 5 business days.

10.2 Chargeback and Credit Card Disputes

If you believe you have been incorrectly charged or that a refund has not been properly processed, you have the right under the Fair Credit Billing Act (FCBA) and applicable federal consumer protection laws, including regulations enforced by the Federal Trade Commission (FTC), to dispute a charge with your credit card issuer or bank. We encourage customers to contact us first before initiating a chargeback, as we are committed to resolving valid disputes directly and promptly.

10.3 State Consumer Protection Resources

Customers located in the United States may also seek assistance from their state's consumer protection office or the Federal Trade Commission (FTC) at www.ftc.gov if they believe their consumer rights have been violated. California residents may additionally have rights under the California Consumer Privacy Act (CCPA/CPRA) regarding their personal information used in connection with any refund or dispute process.

10.4 Informal Resolution

We strongly encourage all customers to attempt to resolve disputes informally through direct communication with our team before pursuing any formal legal or regulatory remedies. The vast majority of issues can be resolved quickly and fairly through direct dialogue.

11. 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 any other similar service, please be aware of the following:

• Refund requests related to delivery issues, late deliveries, or platform-specific errors should be submitted directly to the relevant third-party platform, as those transactions are governed by that platform's refund and cancellation policies.
• Anthony's Coal Fired Pizza can only assist with refunds for issues that are directly attributable to our preparation, such as incorrect items or verifiable food quality concerns.
• We recommend contacting the third-party platform's customer support as your first point of contact for delivery-related refund requests.

12. Our Commitment to Customer Satisfaction

Anthony's Coal Fired Pizza takes pride in the quality of our food and the experience we provide to every guest. We use only the finest ingredients and our coal-fired cooking method is designed to deliver authentic, delicious results every time. If your experience did not meet your expectations, we genuinely want to know, and we are committed to making it right.

We ask that all customers approach refund and complaint interactions with the same respect and good faith that we extend to them. Our team works hard to prepare and deliver quality food, and we appreciate your understanding and patience as we address any concerns.

13. Contact Information for Refund Requests

For all refund inquiries, complaints, or customer service matters, please contact us using the information below: