Refund Policy

Effective Date: May 7, 2026 | Last Updated: May 7, 2026

At Anthony's Coal Fired Pizza, we are deeply committed to delivering an exceptional dining experience to every customer. We take great pride in the quality of our coal-fired dishes, ingredients, and service. However, we understand that situations may arise where a refund or exchange is necessary. This policy has been designed to be fair, transparent, and consistent with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act and relevant state consumer protection statutes.

Please review the following sections carefully to understand your rights and responsibilities regarding refunds, cancellations, and exchanges when ordering from Anthony's Coal Fired Pizza.

1. Eligibility Conditions for Refunds

Anthony's Coal Fired Pizza will consider refund requests under the following conditions:

• Incorrect Order: You received an item that does not match what was ordered (wrong pizza, wrong toppings, wrong size, or missing items).
• Food Quality Issues: The food delivered or served was demonstrably undercooked, overcooked, spoiled, or otherwise not up to our quality standards.
• Allergic Reactions Due to Incorrect Preparation: If you specified an allergy or dietary restriction at the time of ordering and we failed to accommodate it, resulting in an incorrect item being prepared.
• Missing Items: One or more items from your order were not included in your delivery or takeout bag.
• Significant Delivery Delay: Your delivery order arrived significantly later than the estimated time provided, rendering the food unsuitable for consumption (applicable to delivery orders only).
• Duplicate Charges: Your payment method was charged more than once for the same order.
• Order Not Received: You placed and paid for an order that was never delivered or fulfilled.

Refunds will not be issued in the following circumstances:

• Change of mind after the order has been prepared or dispatched.
• Customer provided an incorrect delivery address.
• Customer was unavailable to receive the delivery at the time of arrival.
• The complaint is based solely on personal taste preferences unrelated to food quality or preparation standards.
• Orders placed more than 24 hours prior to the refund request without documented quality issues.

2. Timeframes for Refund Requests

To be eligible for a refund, requests must be submitted within the following timeframes:

Requests submitted outside these timeframes may not be honored, unless exceptional circumstances are documented and reviewed by our management team on a case-by-case basis.

3. Non-Refundable Items and Services

The following items and services are generally non-refundable:

• Customized or personalized orders that were prepared exactly as requested by the customer.
• Promotional or discounted items purchased under limited-time offers, unless the item was defective or incorrect.
• Gift cards and store credit issued by Anthony's Coal Fired Pizza — these have no cash redemption value and cannot be refunded.
• Catering deposits for events once the preparation process has commenced (see Cancellation Policy below).
• Delivery fees and service charges, except in cases where the order was not delivered at all or was delivered significantly late due to our error.
• Tips and gratuities added to the order total.
• Third-party platform fees charged by external delivery apps or ordering platforms — these must be addressed directly with the respective platform.

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

To initiate a refund request with Anthony's Coal Fired Pizza, please follow the steps below:

1. Step 1 – Document the Issue: Take clear photographs or videos of the item(s) in question. If the issue involves an incorrect order or food quality problem, do not discard the food before contacting us, as we may require evidence.
2. Step 2 – Gather Your Order Information: Have the following information ready: your order number or confirmation number, the date and time of your order, the name on the order, your contact information, and your payment method.
3. Step 3 – Contact Us: Reach out to our customer support team via one of the following methods:
   • Email: [email protected]
   • Website: acfp-eat.rest
4. Step 4 – Submit Your Request: Provide a clear and detailed description of your issue, attach any photographic evidence, and include all relevant order details. Our team will acknowledge your request within 1 business day.
5. Step 5 – Review Process: Our customer service team will review your request, verify the details against our records, and may contact you for additional information if necessary.
6. Step 6 – Resolution: Once reviewed and approved, you will be notified of the resolution — which may include a full refund, partial refund, store credit, or replacement order — within 3 to 5 business days.

5. Refund Processing Times by Payment Method

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

Please note that while we process refunds promptly on our end, the time for the funds to appear in your account depends on your bank or payment provider's policies. Anthony's Coal Fired Pizza is not responsible for delays caused by financial institutions.

6. Partial Refunds

In certain circumstances, a partial refund may be issued rather than a full refund. Situations where partial refunds may apply include:

• Only a portion of the order was incorrect or missing.
• The food quality issue applied to one specific item out of a larger order.
• A delivery was significantly delayed but the food was still consumed.
• The customer contributed to the issue (e.g., provided incorrect customization instructions but still accepted a portion of the order).
• Promotional discounts were applied to the original order, and only part of the order qualifies for reimbursement.

The amount of a partial refund will be determined by our customer service team based on the specific circumstances of each case. Partial refunds are issued at the discretion of management and will reflect the proportional value of the affected items.

7. Exchange Policy

Anthony's Coal Fired Pizza is pleased to offer exchanges in situations where a refund may not be the most appropriate resolution. Exchanges are subject to the following conditions:

• Incorrect Items: If you received the wrong item, we will prepare and deliver or have ready the correct item at no additional charge, subject to availability.
• Missing Items: We will resend any missing items from your order as quickly as possible, or provide a credit for the missing item's value.
• Food Quality Issues: In cases where food quality did not meet our standards, we may offer to replace the item with a freshly prepared version.

Exchanges must be requested within the same timeframes outlined in Section 2 of this policy. For dine-in customers, please notify your server or the manager immediately so that we can resolve the issue promptly during your visit.

We are unable to offer exchanges on:

• Items that have been fully consumed.
• Promotional or limited-time menu items that are no longer available.
• Orders where the customer's personal preference (not a quality issue) is the basis for the exchange request.

8. Cancellation Policy

8.1 Standard Orders (Dine-In, Takeout, and Delivery)

Cancellations for standard orders are subject to the following terms:

• Before Preparation Begins: If you cancel your order before our kitchen begins preparation, you are eligible for a full refund.
• After Preparation Has Begun: If cancellation is requested after preparation has started, we reserve the right to issue only a partial refund or store credit, as the ingredients and labor costs have already been incurred.
• After Dispatch (Delivery Orders): Once a delivery order has been dispatched by our driver or third-party delivery partner, cancellations will not be accepted, and no refund will be issued.

To cancel an order, please contact us immediately at [email protected] or through our website at acfp-eat.rest.

8.2 Catering and Large Group Orders

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

Exceptions to catering cancellation terms may be made in cases of documented emergencies (e.g., severe weather, medical emergencies) at the sole discretion of Anthony's Coal Fired Pizza management.

9. Dispute Resolution Process

If you are not satisfied with the resolution provided by our customer service team, Anthony's Coal Fired Pizza offers the following escalation and dispute resolution process:

1. Internal Escalation: Request that your case be escalated to a senior manager or supervisor by contacting us at [email protected]. Senior management will review the case and respond within 5 business days.
2. Chargeback Rights: Under the applicable rules of your credit card network (Visa, Mastercard, AMEX, Discover) and the Fair Credit Billing Act (FCBA), you may have the right to dispute a charge with your bank or credit card issuer if you believe the charge was unauthorized or the goods/services were not as described. We encourage customers to contact us first to allow us the opportunity to resolve the matter directly.
3. FTC and Consumer Protection Agencies: If you believe your consumer rights have been violated, you may file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or your applicable state Attorney General's consumer protection office.
4. Informal Mediation: For disputes involving amounts greater than $100, either party may request informal mediation before pursuing formal legal action. Anthony's Coal Fired Pizza is committed to resolving disputes fairly and amicably.
5. Legal Proceedings: Any unresolved disputes shall be governed by the laws of the United States and applicable state law where the transaction occurred. Both parties agree to submit to the personal jurisdiction of the applicable state and federal courts.

10. Contact Information for Refund Requests

For all refund requests, cancellations, exchanges, or questions regarding this policy, please contact us using the information below:

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

• Full name and contact information
• Order number or confirmation number
• Date and time of your order
• Description of the issue
• Photographic or video evidence (where applicable)
• Preferred resolution (refund, exchange, or store credit)

11. Policy Updates

Anthony's Coal Fired Pizza reserves the right to modify or update this Refund Policy at any time. Any changes will be effective immediately upon posting to our website at acfp-eat.rest. We encourage customers to review this policy periodically to stay informed of any updates. Continued use of our services following any changes constitutes your acceptance of the revised policy.

This policy was last reviewed and updated on May 7, 2026.