Refund Policy

Last Updated: May 8, 2026

1. Overview

At Anthony's Coal Fired Pizza, we are committed to delivering an exceptional dining and ordering experience. We take great pride in the quality of our coal-fired dishes, fresh ingredients, and customer service. However, we understand that situations may arise where a refund or exchange becomes necessary. This Refund Policy outlines the conditions under which refunds are granted, the procedures to follow, and the timeframes involved.

This policy applies to all orders placed through our website (acfp-eat.top), our third-party delivery partners, phone orders, and in-person purchases at any Anthony's Coal Fired Pizza location across the United States. This policy is governed by applicable federal and state consumer protection laws, including the Federal Trade Commission (FTC) Act and relevant state regulations.

2. Eligibility Conditions for Refunds

Refund requests will be considered on a case-by-case basis. To be eligible for a refund, one or more of the following conditions must be met:

• Incorrect Order: You received items that were different from what you ordered (e.g., wrong toppings, wrong pizza size, wrong menu items).
• Missing Items: One or more items from your order were not delivered or included in your pickup bag.
• Food Quality Issues: The food delivered or served was significantly below our standard quality — including but not limited to items that were undercooked, overcooked, spoiled, or contained foreign objects.
• Allergic Reactions Due to Incorrect Preparation: If you clearly specified a dietary restriction or allergy and the order was prepared incorrectly, causing a documented adverse reaction.
• Duplicate Charges: Your payment method was charged more than once for the same order.
• Failed Delivery: An online order was confirmed and paid for but was never delivered and cannot be rescheduled within a reasonable timeframe.
• Order Cancellation Before Preparation: The order was cancelled before it entered the preparation stage (see Cancellation Policy below).

3. Timeframes for Refund Requests

To ensure that we can properly investigate and process your refund request, all claims must be submitted within the following timeframes:

Requests submitted outside these timeframes may not be honored. We strongly encourage customers to inspect their orders upon receipt and contact us promptly if any issues are discovered.

4. Non-Refundable Items and Services

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

• Orders that have already been consumed in full or in significant part before a complaint is raised (unless a food safety issue is documented).
• Changes in personal taste or preference after the order has been prepared according to the specifications provided.
• Promotional, discounted, or complimentary items provided as part of a special offer or loyalty program.
• Gift cards, e-gift cards, or digital vouchers once they have been redeemed or used.
• Catering deposits where the cancellation occurs within 48 hours of the scheduled event (see Cancellation Policy).
• Delivery fees charged by third-party delivery platforms (please refer directly to the respective platform's refund policy).
• Service fees or gratuity added to dine-in checks once the meal has been completed and the receipt finalized.
• Orders where incorrect delivery information was provided by the customer, resulting in non-delivery.

5. How to Request a Refund — Step-by-Step

Follow these steps to submit a refund request with Anthony's Coal Fired Pizza:

1. Gather Your Information: Before contacting us, have the following ready:
   • Your full name and contact information
   • Order number or confirmation email
   • Date and time of the order
   • Description of the issue
   • Photographs of the item(s) in question (if applicable — strongly recommended for food quality complaints)
2. Contact Us: Reach out to our customer support team through one of the following channels:
   • Email: [email protected]
   • Website: acfp-eat.top
3. Submit Your Claim: Provide a clear, detailed description of the problem. Include all relevant documentation such as photos, receipts, and order confirmations. The more detail you provide, the faster we can process your request.
4. Await Acknowledgment: Our customer service team will acknowledge receipt of your refund request within 1–2 business days.
5. Review and Investigation: Our team will investigate your claim. This may involve reviewing order records, contacting the relevant restaurant location, and analyzing any photos or documentation submitted.
6. Resolution Notification: You will be notified of our decision via email within 5–7 business days of submitting your claim. If approved, the refund will be processed according to the timelines outlined in Section 6.

6. Refund Processing Times by Payment Method

Once your refund request has been approved, the time required to receive your funds will vary depending on your original payment method:

Please note that while we process refunds promptly on our end, your bank or financial institution may require additional time to post the credit to your account. Anthony's Coal Fired Pizza is not responsible for delays caused by third-party financial institutions.

7. Partial Refunds

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

• Only a portion of your order was incorrect or missing, while the remainder was delivered properly.
• The food quality complaint pertains to specific items within a larger order, and the rest of the order was satisfactory.
• A promotional discount or coupon was applied to the original order; the refund will be calculated based on the actual amount paid, excluding the promotional value.
• Catering orders where some services or food items were delivered as agreed, but other components were unsatisfactory.
• The customer partially consumed a meal before discovering a quality issue; in this case, only a portion of the cost may be refunded at our discretion.

The determination of whether a full or partial refund is appropriate rests with our customer service team and restaurant management, taking into account all relevant facts and documentation provided.

8. Exchange Policy

In many cases, we may offer to replace or re-prepare an item rather than issue a monetary refund. Our exchange policy works as follows:

• In-Restaurant Orders: If you are dining in and experience a quality issue, please inform your server or manager immediately. We will do our best to re-prepare the item or offer an alternative menu item of equal value at no additional charge.
• Takeout / Pickup Orders: If an issue is identified at the time of pickup, please speak directly with the manager on duty. If discovered after leaving the restaurant, contact us via email within 24 hours. We may offer a replacement on your next visit or a store credit.
• Delivery Orders: For delivery orders with quality issues, we will typically offer store credit or a replacement item with your next qualifying order, subject to availability and logistics.

We reserve the right to determine whether an exchange or a refund is the more appropriate remedy based on the nature of the complaint and the circumstances involved. Exchanges are subject to menu item availability.

9. Cancellation Policy

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

9.1 Standard Online and Phone Orders

• Orders may be cancelled for a full refund if the cancellation request is made within 5 minutes of placing the order and before the kitchen has begun preparation.
• Once an order has entered the preparation stage, cancellations are generally not accepted and refunds will not be issued unless there is a documented error on our part.
• To cancel an order, contact us immediately at [email protected] or call the location directly where your order was placed.

9.2 Catering and Large Group Orders

• Catering orders require a deposit at the time of booking. This deposit is fully refundable if the cancellation is made 72 hours or more before the scheduled event.
• Cancellations made between 24 and 72 hours before the event will result in a 50% refund of the total deposit.
• Cancellations made less than 24 hours before the scheduled event are non-refundable, as food preparation and staffing will have already commenced.
• In the event of a last-minute cancellation due to a documented emergency, Anthony's Coal Fired Pizza may, at its sole discretion, offer store credit equivalent to the deposit amount.

9.3 Reservation Cancellations

Dining reservations may be cancelled at any time without penalty. However, if a reservation includes a pre-paid set menu or event package, the catering cancellation terms outlined above will apply.

10. Dispute Resolution Process

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

1. Step 1 — Internal Escalation: If your initial refund request was denied or you believe the resolution was inadequate, you may request an escalation review by contacting us at [email protected] with the subject line "Refund Escalation Request". Please include your original case number or order details.
2. Step 2 — Management Review: A senior member of our customer relations team or a regional manager will review your case within 5 business days and provide a final determination.
3. Step 3 — Third-Party Mediation: If you remain unsatisfied after our internal review, you may seek resolution through an independent consumer mediation service. We encourage customers to attempt resolution directly with us before pursuing external remedies.
4. Step 4 — Chargeback / Financial Institution Dispute: Customers retain the right to initiate a chargeback through their bank or credit card provider in accordance with applicable consumer protection laws, including protections provided by the Federal Trade Commission (FTC) Act. However, we ask that you attempt to resolve the matter with us first before initiating a chargeback, as this allows us to correct any issues promptly.
5. Step 5 — Legal Remedies: Nothing in this Refund Policy limits or waives your statutory rights under applicable federal or state consumer protection laws. Customers residing in specific states may have additional rights under their respective state laws.

11. Third-Party Delivery Platform Orders

If your order was placed through a third-party delivery platform (such as DoorDash, Uber Eats, Grubhub, or similar services), please be aware of the following:

• Refund requests for orders placed through third-party platforms must generally be submitted directly through that platform's customer support channels, as the transaction was processed by them.
• Anthony's Coal Fired Pizza will cooperate fully with third-party platforms during their investigation of any refund claims related to our food or service.
• Delivery fees, service fees, and tips paid to third-party platforms are subject to the respective platform's refund policies and are not within Anthony's Coal Fired Pizza's control.
• If you believe the issue lies with the food quality or preparation (rather than the delivery process), you may also contact us directly at [email protected], and we will work with you and the platform to find a suitable resolution.

12. Policy Updates

Anthony's Coal Fired Pizza reserves the right to update, modify, or change this Refund Policy at any time. Any material changes will be posted on our website at acfp-eat.top with an updated effective date. Continued use of our services following any changes constitutes your acceptance of the revised policy. We encourage customers to review this policy periodically.

13. Contact Information for Refund Requests

For all refund-related inquiries, questions, or complaints, please contact our customer support team using the details below. We are committed to responding to all inquiries within 1–2 business days.