Refund Policy

Last Updated: May 2, 2026

1. Introduction

At Anthony's Coal Fired Pizza, we are committed to delivering exceptional food quality and customer satisfaction with every order. We take great pride in our coal-fired cooking tradition and the quality ingredients we use in every dish. However, we understand that there are occasions when a refund or remedy may be necessary.

This Refund Policy outlines the terms and conditions under which refunds, exchanges, and cancellations are handled. By placing an order with Anthony's Coal Fired Pizza — whether online via acfpcafe.click, by phone, or in person — you agree to the terms set forth in this policy. This policy is governed by applicable United States consumer protection laws, including regulations enforced by the Federal Trade Commission (FTC) under the FTC Act.

2. Our Commitment to Quality

Every item we prepare is made fresh to order using our signature coal-fired cooking method. We use high-quality, fresh ingredients and take every measure to ensure that your food meets our standards of taste, presentation, and safety. If your order does not meet these standards due to an error on our part, we will make it right.

3. Eligibility Conditions for Refunds

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

• Incorrect Order: You received items that are different from what you ordered.
• Missing Items: One or more items from your order were not included in your delivery or takeout bag.
• Food Quality Issues: The food was undercooked, overcooked, spoiled, or otherwise not prepared to an acceptable standard.
• Allergic Reactions Due to Mislabeling: If you specified an allergy or dietary restriction and the item was incorrectly prepared, causing an adverse reaction.
• Order Not Delivered: For delivery orders, if your order was confirmed but never delivered within a reasonable timeframe.
• Duplicate Charges: If you were charged more than once for the same order due to a technical or processing error.

Refund eligibility is assessed on a case-by-case basis. Anthony's Coal Fired Pizza reserves the right to deny refund requests that do not meet the criteria listed above or that appear to be fraudulent or abusive.

4. Timeframes for Refund Requests

To ensure your refund request can be properly reviewed, we ask that all refund requests be submitted within the following timeframes:

Requests submitted outside of these timeframes may not be honored. We strongly encourage customers to review their orders immediately upon receipt.

5. Non-Refundable Items and Services

The following are generally not eligible for refunds:

• Orders that have been partially or fully consumed without a valid quality complaint
• Customized or special requests that were fulfilled as specified by the customer
• Delivery fees, service fees, or third-party platform charges (these are subject to the refund policies of those platforms)
• Tips and gratuities paid to delivery drivers or staff
• Promotional or discounted items, unless they were defective or incorrect
• Gift cards or store credit that have already been applied or redeemed
• Orders where the customer provided an incorrect delivery address
• Orders refused at the time of delivery without a valid reason

6. How to Request a Refund

To request a refund, please follow the steps below:

1. Step 1 — Gather Your Order Information: Have your order confirmation number, date of purchase, items ordered, and payment method ready before contacting us.
2. Step 2 — Document the Issue: If applicable, take clear photographs of any missing, incorrect, or substandard food items. This documentation will help us resolve your request more quickly.
3. Step 3 — Contact Us: Reach out to our customer support team through one of the following channels:
   • Email: [email protected]
   • Website: acfpcafe.click
4. Step 4 — Submit Your Request: In your message, include your full name, order number, description of the issue, and any supporting photographs.
5. Step 5 — Await Review: Our team will review your request and respond within 2 business days with a resolution or a request for additional information.
6. Step 6 — Resolution: If your refund request is approved, we will process the refund using the original payment method or offer an alternative resolution such as a replacement order or store credit.

7. Refund Processing Times by Payment Method

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

Please note that processing times may vary depending on your financial institution. Anthony's Coal Fired Pizza is not responsible for delays caused by banks or payment processors once the refund has been initiated on our end.

8. Partial Refunds

In some 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, and the rest was delivered satisfactorily.
• The quality issue affected only one or more items, not the entire order.
• The customer partially consumed the order before identifying an issue.
• A promotional discount or coupon was applied to the original order, and the refund will be adjusted to reflect the actual amount paid for the affected item(s).
• The customer refused part of the order at the time of delivery.

The amount of a partial refund will be calculated based on the price of the specific item(s) affected, including applicable taxes. Delivery fees and service charges are generally not included in partial refund amounts.

9. Exchange Policy

Anthony's Coal Fired Pizza is happy to offer a replacement or exchange in lieu of a monetary refund under eligible circumstances. Exchanges are subject to the following conditions:

• The replacement order must be for the same item or an item of equal or lesser value.
• Exchanges are only available for orders placed directly with Anthony's Coal Fired Pizza (not through third-party delivery platforms).
• The exchange request must be made within the same timeframe as refund eligibility (see Section 4).
• Replacement orders for dine-in and takeout customers will be prepared and provided at the location where the original order was placed.
• For delivery orders, replacement items will be dispatched as soon as possible, subject to driver availability and operating hours.

If a direct exchange is not possible (e.g., the item is no longer available or the kitchen is closed), we will issue a store credit or monetary refund instead.

10. Cancellation Policy

We understand that plans can change. Please review our cancellation policy below:

Online and Phone Orders

Orders placed online at acfpcafe.click or by phone may be cancelled without penalty if the cancellation is requested before food preparation has begun. Once an order has entered the preparation stage, cancellations may not be accepted, and a full refund may not be available.

To cancel an order, contact us immediately at [email protected] or call the location where you placed your order. Reference your order number when requesting a cancellation.

Catering and Large Group Orders

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

• Cancellation made 72 hours or more before the event: Full refund of any deposit paid.
• Cancellation made 24–72 hours before the event: 50% of the deposit may be retained to cover preparation costs.
• Cancellation made less than 24 hours before the event: The deposit is non-refundable.

Catering order cancellations must be communicated in writing via email to [email protected].

In-Store Dine-In Orders

Once a dine-in order has been placed with a server and submitted to the kitchen, cancellations are subject to kitchen availability. We will do our best to accommodate cancellation requests, but orders already in preparation cannot be cancelled.

11. Third-Party Delivery Platform Orders

If you placed your order through a third-party delivery platform such as DoorDash, Uber Eats, or Grubhub, please note the following:

• Refund requests for orders placed through third-party platforms must be submitted directly to that platform in accordance with their individual refund and cancellation policies.
• Anthony's Coal Fired Pizza does not have direct control over refunds processed by third-party platforms.
• However, if the issue is related to food quality or an error made by our kitchen, we encourage you to contact us at [email protected] so we can document the complaint and assist in facilitating a resolution with the platform.

12. Dispute Resolution Process

If you are unsatisfied with the outcome of your refund request, we encourage you to escalate the matter using the following process:

1. Step 1 — Internal Escalation: Contact our customer service team at [email protected] and request that your case be escalated to a senior manager. Please include all prior correspondence and your original complaint details.
2. Step 2 — Management Review: A senior member of our team will review your case within 3–5 business days and provide a final determination.
3. Step 3 — Chargeback Request: If you believe you have been wrongly denied a refund, you retain the right to dispute the charge with your credit or debit card issuer under applicable U.S. consumer protection laws. Please be aware that initiating a chargeback does not guarantee a refund and may result in the suspension of your account.
4. Step 4 — Consumer Protection Agencies: If you believe your consumer rights have been violated, you may file a complaint with the Federal Trade Commission (FTC) at ftc.gov or your state's consumer protection office.

Anthony's Coal Fired Pizza is committed to resolving disputes fairly and transparently. We value our customers and always aim to reach a mutually satisfactory resolution.

13. Fraud Prevention

Anthony's Coal Fired Pizza takes refund abuse and fraud seriously. We monitor refund requests for patterns of misuse. Customers who submit repeated fraudulent or abusive refund claims may have their accounts suspended or be refused future service. Any attempt to exploit this policy will be treated as a violation of our Terms of Service.

14. Policy Updates

Anthony's Coal Fired Pizza reserves the right to update or modify this Refund Policy at any time. Changes will be posted on our website at acfpcafe.click with an updated effective date. Continued use of our services following the posting of any changes constitutes your acceptance of the updated policy.

15. Contact Information

For all refund requests, questions, or concerns related to this policy, please contact us using the information below: