Refund Policy

Effective Date: May 2, 2026 | Last Updated: May 2, 2026

At Anthony's Coal Fired Pizza, we are committed to delivering an exceptional dining experience and the highest quality food to every guest. We understand that situations may arise where a refund or adjustment is necessary, and we want to make that process as straightforward and fair as possible. This policy outlines the conditions, procedures, and timeframes governing refund requests for all orders, including dine-in, takeout, delivery, and online orders.

1. Eligibility Conditions for Refunds

We want every customer to be completely satisfied with their order. Refunds may be considered under the following circumstances:

• Incorrect Order: You received an item that does not match what you ordered (wrong pizza type, toppings, size, or side dish).
• Missing Items: One or more items from your order were not included in your delivery or takeout bag.
• Food Quality Issues: The food received was demonstrably undercooked, overcooked, spoiled, or otherwise unfit for consumption.
• Allergic Reactions Due to Incorrect Preparation: If a documented allergy request was noted at the time of order and the item was prepared incorrectly, leading to a reaction, you may be eligible for a full refund or replacement.
• Duplicate Charges: You were charged more than once for the same order due to a payment processing error.
• Order Not Delivered: A delivery order was confirmed but never received, and the issue was not caused by incorrect address information provided by the customer.
• Unauthorized Transactions: A charge was made to your account without your authorization. In such cases, please also contact your bank or card issuer.

All refund requests are subject to review and verification by our team. We reserve the right to request supporting documentation, including photographs of the food received, before approving a refund.

2. Timeframes for Refund Requests

To ensure prompt resolution, all refund requests must be submitted within the following timeframes:

Requests submitted outside these timeframes may not be honored. We encourage customers to inspect their orders promptly upon receipt and to contact us immediately if there is an issue.

3. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds under this policy:

• Change of Mind: Refunds will not be issued simply because you changed your mind about an order after it has been prepared.
• Consumed Food: Items that have been largely or entirely consumed before a complaint is made are generally not eligible for a refund, unless a significant quality or safety issue is documented.
• Customization Errors by the Customer: If you selected the wrong item, size, toppings, or modifications through our online ordering platform, the resulting order is not refundable. We strongly recommend reviewing your cart carefully before completing your purchase.
• Third-Party Delivery Fees: Delivery fees charged by third-party delivery platforms (such as DoorDash, Uber Eats, or Grubhub) are subject to those platforms' own refund policies and are not controlled by Anthony's Coal Fired Pizza.
• Promotional Items and Discounts: Items received as part of a promotional offer, free item, or discount may not be eligible for a cash refund but may be replaced at our discretion.
• Gift Cards: Gift card purchases are non-refundable and may not be exchanged for cash, except as required by applicable state law.
• Catering Deposits: Non-refundable deposits paid for catering reservations as specified in the catering agreement.

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

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

1. Step 1 – Document the Issue: Take clear photographs of the food or packaging if applicable (e.g., wrong item, missing toppings, quality concerns). This documentation will significantly speed up your request.
2. Step 2 – Contact Us Promptly: Reach out to us as soon as possible within the eligible timeframe by:
   • Emailing us at [email protected]
   • Visiting our website at acfpcafe.rest
   • Speaking with a manager at your nearest Anthony's Coal Fired Pizza location
3. Step 3 – Provide Your Order Information: When submitting your request, please include:
   • Your full name
   • Order number or confirmation number
   • Date and time of your order
   • Description of the issue
   • Any photographs or supporting evidence
   • Your preferred refund method (original payment method or store credit)
4. Step 4 – Review and Confirmation: Our customer service team will review your request and respond within 2–3 business days. We may contact you for additional information if needed.
5. Step 5 – Resolution: Upon approval, your refund, replacement, or store credit will be processed according to the applicable timeframes outlined in this policy.

5. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to appear in your account depends on your original payment method:

Please note that while we process refunds promptly on our end, the actual posting of funds to your account is controlled by your financial institution and may take additional time. We are not responsible for delays caused by your bank or payment processor.

6. Partial Refunds

In some cases, a partial refund may be more appropriate than a full refund. Partial refunds may be issued under the following conditions:

• Only certain items in a multi-item order were incorrect or missing.
• The food quality issue affected only a portion of the order.
• The customer consumed a significant portion of the food before identifying the issue.
• A promotional discount was applied to the original order, affecting the refundable amount.
• The customer requests a refund for a specific item while keeping the remainder of the order.

Partial refund amounts will be calculated based on the individual item pricing at the time of the original order. Our customer service team will communicate the exact partial refund amount before processing.

7. Exchange Policy

In many cases, we prefer to make things right by replacing your order rather than issuing a monetary refund, as this allows us to demonstrate our commitment to quality and hospitality. Our exchange policy works as follows:

• Incorrect Items: If you received the wrong item, we will prepare and deliver or make available for pickup the correct item at no additional charge, subject to availability.
• Quality Issues: If your food did not meet our quality standards, we will offer to remake the item and have it ready at your earliest convenience.
• Missing Items: Missing items from your order will be prepared and provided as quickly as possible, or a refund for those items will be issued if a remake is not feasible.
• Same-Day Exchanges: We strongly encourage same-day exchanges, as we can resolve the issue most efficiently within a short period of time.

Exchanges are subject to availability and operational hours. In cases where an exchange is not possible, a full or partial refund will be processed instead.

8. Cancellation Policy

We understand that plans change. Our cancellation policy is as follows:

Online and Phone Orders

• Before Preparation Begins: If you cancel your order before kitchen preparation has started, you will receive a full refund.
• After Preparation Has Begun: Once food preparation has started, cancellations may not be accepted, and a refund may not be available. You may be eligible for a store credit at our discretion.
• Delivery Orders: Cancellations must be made at least 10 minutes before the scheduled delivery time. Cancellations after this point may not be eligible for a full refund if the food is already being delivered.

Catering Orders

• More than 72 Hours Before Event: Full refund, minus any non-refundable deposit as specified in your catering agreement.
• 24–72 Hours Before Event: 50% refund of the total order value, excluding the deposit.
• Less than 24 Hours Before Event: No refund will be issued. Store credit may be considered on a case-by-case basis.

To cancel an order, please contact us immediately at [email protected] or call the location where your order was placed.

9. Dispute Resolution Process

We are dedicated to resolving all customer concerns fairly and efficiently. If you are not satisfied with our initial response to your refund request, you may escalate your concern through the following process:

1. Step 1 – Escalate to Management: Request to speak with or correspond directly with a location manager or our corporate customer service team. Provide your original refund request details and any prior correspondence.
2. Step 2 – Written Formal Complaint: Submit a formal written complaint to [email protected] with the subject line "Formal Refund Dispute." Our team will acknowledge receipt within 2 business days and provide a final resolution within 7 business days.
3. Step 3 – Chargeback Through Your Bank: If you paid by credit or debit card and believe a charge was unauthorized or that we failed to resolve a legitimate dispute, you have the right to initiate a chargeback with your financial institution. Under the Fair Credit Billing Act (FCBA) in the United States, consumers have certain rights regarding disputed credit card charges. We encourage you to contact us first, as chargebacks can be resolved more quickly through direct communication.
4. Step 4 – Third-Party Mediation: For unresolved disputes above $100, either party may request non-binding mediation through a mutually agreed-upon third-party mediator. Costs of mediation will be shared equally unless otherwise agreed.
5. Step 5 – Consumer Protection Agencies: You may also file a complaint with the Federal Trade Commission (FTC) at ftc.gov or your applicable state consumer protection agency if you believe your consumer rights have been violated.

10. Special Considerations for Third-Party Platform Orders

Orders placed through third-party food delivery platforms, including but not limited to DoorDash, Uber Eats, Grubhub, and similar services, are subject to the refund and dispute policies of those respective platforms. Anthony's Coal Fired Pizza may have limited ability to process refunds directly for orders placed through these channels.

We recommend:

• Contacting the third-party platform's customer support directly for delivery-related issues.
• Reaching out to us at [email protected] for food quality concerns so we can address any recurring issues with our kitchen operations.

11. Policy Updates

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

12. Contact Information for Refund Requests

For all refund requests, cancellations, exchanges, or questions regarding this policy, please contact us through the following channels:

Our customer service team is available Monday through Friday, 9:00 AM to 6:00 PM Eastern Time. We strive to respond to all inquiries within 2 business days.

When contacting us regarding a refund, please have the following information ready to expedite your request:

• Your full name and contact information
• Order number and date of purchase
• A clear description of the issue
• Photographic evidence if applicable
• Your preferred resolution (refund, replacement, or store credit)

This Refund Policy was last reviewed and updated on May 2, 2026. All rights reserved — Anthony's Coal Fired Pizza © 2026.