Refund Policy

At Anthony's Coal Fired Pizza, we are committed to delivering an exceptional dining experience and ensuring complete customer satisfaction with every order. We understand that sometimes things do not go as expected, and this Refund Policy has been established to provide clear, fair, and transparent guidelines regarding refunds, cancellations, and order-related concerns. Please read this policy carefully before placing an order through our website at acfpizza.digital or through any affiliated ordering platform.

1. Our Commitment to Customer Satisfaction

Anthony's Coal Fired Pizza takes great pride in the quality of our food and the service we provide to our valued customers. Our coal-fired pizzas, wings, and other menu items are prepared fresh to order using premium ingredients. Because our products are perishable food items prepared specifically for each customer, our refund policy reflects the nature of the food service industry while still prioritizing fairness and customer care.

We encourage all customers to review their orders carefully before submission and to contact us promptly if any issue arises with their order. Our team is always ready to work with you to find a satisfactory resolution.

2. Eligibility Conditions for Refunds

A refund or order credit may be issued under the following circumstances:

• Incorrect Order: You received items that were different from what you ordered (e.g., wrong toppings, wrong size, wrong item entirely).
• Missing Items: One or more items listed on your receipt were not included in your order upon delivery or pickup.
• Food Quality Issues: The food received was undercooked, overcooked, contaminated, or otherwise not meeting reasonable standards of quality and food safety.
• Duplicate Charges: Your payment method was charged more than once for the same order.
• Failed Delivery: Your delivery order was never received and delivery was confirmed as unsuccessful by our delivery partner or internal system.
• System or Technical Error: A verified technical error on our website or ordering platform resulted in an incorrect charge or order submission.

Refunds are evaluated on a case-by-case basis. We reserve the right to request photographic evidence or additional documentation to verify a reported issue before approving a refund.

2.1 Conditions That Must Be Met

To be eligible for a refund, the following general conditions must be satisfied:

• The refund request must be submitted within the applicable timeframe outlined in Section 3 of this policy.
• The order must have been placed directly through acfpizza.digital or an officially affiliated ordering platform.
• The customer must provide proof of purchase, including order number and payment confirmation.
• The issue reported must not be the result of customer error (e.g., ordering the wrong item or providing an incorrect delivery address).

3. Timeframes for Refund Requests

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

Requests submitted outside of these timeframes may not be honored. We strongly encourage customers to inspect their orders immediately upon receipt and contact us as soon as possible if an issue is identified.

4. Non-Refundable Items and Services

The following items and circumstances are generally not eligible for a refund:

• Change of Mind: Refunds will not be issued simply because a customer changed their mind about an order after it has been prepared or delivered.
• Customer-Initiated Errors: If a customer selects incorrect toppings, sizes, quantities, or provides an incorrect delivery address, a refund will not be issued unless the error was caused by a system malfunction on our platform.
• Partially Consumed Orders: Items that have been substantially consumed will not be eligible for a full refund. Partial refunds may be considered at our discretion (see Section 6).
• Promotional and Discounted Items: Items purchased with promotional discounts, coupon codes, or as part of special deals may have limited or no refund eligibility.
• Third-Party Delivery Fees: Delivery service fees charged by third-party platforms (such as DoorDash, Uber Eats, or Grubhub) are not controlled by Anthony's Coal Fired Pizza and are subject to those platforms' individual refund policies.
• Gift Cards and Digital Credits: Gift card purchases and digital store credits are non-refundable once issued.
• Catering Deposits: Non-refundable deposits paid for catering orders are not eligible for refund once the event date is confirmed and preparation has commenced (see catering-specific terms).

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

To request a refund, please follow the steps outlined below:

1. Step 1 — Gather Your Order Information: Before contacting us, please have the following information ready:
   • Order confirmation number
   • Date and time of the order
   • Payment method used
   • A description of the issue
   • Photographs of the issue (if applicable, such as incorrect or low-quality food items)
2. Step 2 — Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: acfpizza.digital
3. Step 3 — Submit Your Refund Request: In your message, clearly state:
   • That you are requesting a refund
   • Your order number and date
   • The specific reason for your request
   • Your preferred resolution (full refund, partial refund, or store credit)
4. Step 4 — Review and Investigation: Our customer service team will review your request within 1–3 business days. We may follow up with additional questions or request supporting documentation (such as photos of the order received).
5. Step 5 — Resolution Notification: Once a decision has been made, we will notify you by email with the outcome of your request. If approved, your refund will be processed according to the timelines described in Section 7.

6. Partial Refunds

In certain situations, Anthony's Coal Fired Pizza may issue a partial refund rather than a full refund. Partial refunds may be appropriate in the following circumstances:

• Only a portion of your order was incorrect, missing, or unsatisfactory.
• The food item was partially consumed before the issue was identified.
• A promotional discount was applied to the original order, reducing the refundable amount.
• The reported issue is deemed to be minor and does not warrant a full refund based on our assessment.

The amount of a partial refund will be determined by our customer service team based on the specific circumstances of each case. We strive to ensure that all partial refund decisions are fair and proportionate to the issue reported.

7. Refund Processing Times by Payment Method

Once a refund has been approved, the time required to process and receive the refund will depend on your original payment method:

8. Cancellation Policy

Because our food is prepared fresh upon order placement, cancellations must be requested promptly to be eligible for a full refund.

8.1 Online Orders

• Cancellation Before Preparation: If you need to cancel your order, please contact us immediately at [email protected]. If your order has not yet entered the preparation stage, we will process a full cancellation and refund.
• Cancellation After Preparation Has Begun: Once our kitchen staff has begun preparing your order, we are unable to cancel or refund the order, as the ingredients and labor have already been committed.
• Cancellation After Dispatch for Delivery: Orders that have already been dispatched for delivery cannot be cancelled.

8.2 Catering and Large Group Orders

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

• Cancellations made 72 hours or more before the scheduled event: Full refund minus any non-refundable deposit.
• Cancellations made 24–72 hours before the scheduled event: 50% refund of the total pre-paid amount.
• Cancellations made less than 24 hours before the scheduled event: No refund will be issued, as food preparation and staffing commitments will have already been arranged.

9. Exchange Policy

Due to the perishable nature of food products, Anthony's Coal Fired Pizza does not offer traditional item exchanges. However, in cases where an incorrect item was delivered or prepared, we may offer to:

• Remake and deliver the correct item at no additional charge (subject to location and availability).
• Issue a store credit equivalent to the value of the incorrect item, redeemable on a future order.
• Provide a full or partial monetary refund for the affected item.

Our preferred resolution method will be discussed with the customer during the refund review process. We will always work to find the most convenient and satisfactory solution for you.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, you have the right to escalate the matter through our formal dispute resolution process.

10.1 Internal Escalation

If you believe your refund request was not handled appropriately, you may request an escalation review by emailing [email protected] with the subject line "Refund Dispute — Escalation Request". A senior member of our customer service management team will review your case within 5 business days and provide a final written decision.

10.2 Chargeback Rights

As a consumer in the United States, you retain the right to dispute a charge with your bank or credit card issuer if you believe a transaction was unauthorized or handled fraudulently. We encourage customers to attempt resolution with us directly before initiating a chargeback, as chargebacks can result in delays and additional complications. However, we fully respect your rights under applicable consumer protection laws.

10.3 Consumer Protection and Applicable Law

This Refund Policy is governed by the laws of the United States. Customers in the United States are protected by the Federal Trade Commission Act (FTC Act), which prohibits unfair or deceptive acts or practices in commerce. Depending on the state in which you reside, additional consumer protection rights may apply. Customers in California are further protected by the California Consumer Protection Act and related regulations.

10.4 Third-Party Platform Disputes

If your order was placed through a third-party delivery platform such as DoorDash, Uber Eats, or Grubhub, please note that disputes related to delivery service, delivery fees, or platform-specific charges must be addressed directly with that platform. Anthony's Coal Fired Pizza is only responsible for issues directly related to the food preparation and order accuracy on our end.

11. Fraud Prevention

Anthony's Coal Fired Pizza reserves the right to deny refund requests that are determined to be fraudulent, abusive, or made in bad faith. Customers who repeatedly submit refund requests without valid justification, or who are found to have made false claims to obtain refunds, may have their accounts suspended and may be prohibited from placing future orders through our platform.

12. 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 reflected on this page with an updated effective date. We encourage customers to review this policy periodically. Continued use of our website and ordering services following any posted changes constitutes your acceptance of the revised policy.

13. Contact Information for Refund Requests

For all refund inquiries, cancellation requests, or questions related to this policy, please reach out to our customer support team using the contact information below. We aim to respond to all inquiries within 1–3 business days.