Refund Policy

At Anthony's Coal Fired Pizza, we are committed to delivering exceptional food and a satisfying dining experience to every customer. We understand that there are times when an order may not meet your expectations, and we have established this Refund Policy to address such situations fairly and transparently. Please read this policy carefully before placing an order through our website at acfp-meal.click.

By placing an order with us, you agree to the terms outlined in this Refund Policy. This policy applies to all orders placed online, by phone, or in person at Anthony's Coal Fired Pizza locations.

1. Our Commitment to Quality

Anthony's Coal Fired Pizza takes great pride in the quality of our food and service. Every order is prepared with care using fresh, high-quality ingredients. In the rare event that your order does not meet our standards or yours, we want to make it right. Our refund and resolution process is designed to be simple, fair, and customer-focused.

2. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund under the following circumstances:

• Your order was incorrect (wrong items delivered or prepared).
• Your food arrived in an unsatisfactory condition due to a confirmed preparation or packaging error on our part.
• You received items that were missing from your order.
• Your online order was charged but not processed or fulfilled by our system.
• You experienced a verified technical error during the online checkout process that resulted in a duplicate charge.
• Your delivery order was not delivered within the estimated time window and you were not notified of the delay.
• The food item received contained an allergen not listed on the product description, despite proper notification by the customer at the time of ordering.

Refunds are evaluated on a case-by-case basis. We reserve the right to request supporting documentation, such as photographs of the food or order confirmation details, to verify a refund claim.

3. Timeframes for Refund Requests

To ensure that all refund requests can be properly investigated and resolved, the following timeframes apply:

Refund requests submitted outside of these timeframes will generally not be honored. However, exceptions may be made at the sole discretion of Anthony's Coal Fired Pizza management in cases involving genuine extenuating circumstances.

4. Non-Refundable Items and Services

The following items and circumstances are generally not eligible for refunds:

• Orders that have been fully consumed or substantially eaten before a complaint is raised.
• Customized orders that were prepared exactly as requested by the customer.
• Delivery fees, service charges, and platform fees charged by third-party delivery providers.
• Promotional items, complimentary items, or items redeemed through reward programs.
• Gift cards or digital vouchers once purchased (except where required by applicable law).
• Orders where the dissatisfaction is based solely on personal taste or preference, not a preparation error.
• Catering orders canceled less than 48 hours before the scheduled event (see Cancellation Policy).
• Add-on items and optional upgrades if the base order is not subject to a refund.

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

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

1. Gather Your Information: Collect your order confirmation number, receipt, proof of payment, and any photographs or documentation that supports your claim.
2. Contact Us Promptly: Reach out to our customer service team within the applicable timeframe outlined in Section 3. You can contact us via:
   • Email: [email protected]
   • Website: acfp-meal.click
3. Describe the Issue: Provide a clear and detailed description of the problem with your order. Include the date and time of your order, the specific items affected, and the reason for the refund request.
4. Submit Supporting Evidence: If applicable, attach photographs of the incorrect or unsatisfactory items. This helps us investigate the issue more efficiently and expedite your refund.
5. Wait for Confirmation: Our customer service team will acknowledge your request within 1–2 business days and begin the review process.
6. Resolution: Once our review is complete, we will notify you of the outcome via your provided contact method. If approved, we will process your refund as described in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your funds will depend on your original payment method. The following processing times apply:

Please note that while we process refunds promptly on our end, the actual appearance of funds in your account is subject to your bank or financial institution's processing times, which are beyond our control. If you have not received your refund after the stated period, we recommend contacting your bank or card issuer before reaching out to us.

7. Partial Refunds

In certain situations, only a partial refund may be appropriate. Partial refunds may be issued in the following circumstances:

• Only specific items in an order were incorrect or missing, while the rest of the order was fulfilled correctly.
• The order was partially consumed before the issue was identified, and a full refund would not be equitable.
• A discount, coupon, or promotional credit was applied to the original order, in which case the refund will reflect the actual amount paid.
• A catering or group order was partially fulfilled due to ingredient availability or other factors.
• The food quality issue affected only a portion of the total items ordered.

The amount of a partial refund will be determined by our customer service team based on a fair assessment of the situation. We will always communicate the refund amount to you before processing.

8. Exchange Policy

In many cases, rather than issuing a monetary refund, Anthony's Coal Fired Pizza may offer to replace or re-prepare your order at no additional charge. We encourage this option when:

• An incorrect item was delivered or prepared and a replacement can be provided in a timely manner.
• A dine-in order does not meet quality expectations and a fresh replacement can be prepared.
• A missing item can be added to a subsequent visit or order.

Exchanges or replacements are subject to availability and operational capacity. If a replacement is not feasible within a reasonable timeframe, a monetary refund will be offered instead. Customers may also be offered store credit equivalent to the value of the affected items as an alternative resolution.

Store credit issued by Anthony's Coal Fired Pizza is valid for 90 days from the date of issuance and can be used toward any future order placed through our website or participating locations.

9. Cancellation Policy

9.1 Standard Orders (Dine-in, Takeout, and Delivery)

For standard orders placed online or by phone:

• Cancellations made within 5 minutes of placing the order may be eligible for a full refund, provided the order has not yet entered the preparation stage.
• Once food preparation has begun, cancellations will not be accepted, and no refund will be issued.
• If you need to cancel an order, please contact us immediately via email at [email protected] or through our website at acfp-meal.click.

9.2 Pre-Orders and Special Event Orders

For pre-orders, holiday orders, or special event orders:

• Cancellations made 72 hours or more before the scheduled pickup or delivery time are eligible for a full refund.
• Cancellations made between 24 and 72 hours before the scheduled time may be eligible for a 50% refund or store credit for the full amount.
• Cancellations made less than 24 hours before the scheduled time are generally not eligible for a refund.

9.3 Catering Orders

Catering orders require significant advance preparation and resource allocation. Our catering cancellation policy is as follows:

• Cancellations made 7 or more days before the event: Full refund minus any non-recoverable supply costs already incurred.
• Cancellations made 48 hours to 7 days before the event: 50% refund of the total order value.
• Cancellations made less than 48 hours before the event: No refund will be issued.

All cancellation requests must be submitted in writing to [email protected]. Verbal cancellations are not accepted for catering or pre-orders.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Anthony's Coal Fired Pizza provides the following escalation and dispute resolution process:

10.1 Internal Escalation

If you believe your refund request was not handled fairly, you may request escalation to a senior member of our customer service team. To escalate, send a written request to [email protected] with the subject line "Refund Dispute Escalation" and include your original request details and any additional information you would like us to consider. Escalated disputes will be reviewed within 5 business days.

10.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute charges with your bank or credit card issuer under applicable consumer protection laws, including protections established by the Fair Credit Billing Act (FCBA) and regulations enforced by the Federal Trade Commission (FTC). We encourage customers to attempt to resolve disputes directly with us before initiating a chargeback, as we are committed to working toward a fair resolution.

10.3 Third-Party Orders

For orders placed through third-party delivery platforms (such as DoorDash, Uber Eats, or Grubhub), disputes related to delivery, app functionality, or platform charges must be directed to the relevant third-party platform. Anthony's Coal Fired Pizza is not responsible for resolving issues that arise from the independent operations of third-party delivery services. However, if the issue relates to food preparation or quality, please contact us directly.

10.4 Governing Law

This Refund Policy and any disputes arising from it are governed by the laws of the United States and the applicable state laws of the state in which the relevant Anthony's Coal Fired Pizza location operates. Consumers in California also have additional rights under the California Consumer Privacy Act (CCPA/CPRA) and related state consumer protection statutes.

11. Changes to This Refund Policy

Anthony's Coal Fired Pizza 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 acfp-meal.click, and the updated effective date will be reflected at the top of this page. We encourage customers to review this policy periodically to stay informed of any updates. Your continued use of our services after any changes constitutes your acceptance of the revised policy.

12. Contact Information for Refund Requests

For all refund requests, questions, or concerns related to this policy, please contact our customer service team using the following information:

Our customer service team is available to assist you during regular business hours. We strive to respond to all refund inquiries within 1–2 business days. For urgent matters, please indicate the nature of your concern in your email subject line to help us prioritize your request.