Refund Policy

Effective Date: May 10, 2026  |  Last Updated: May 10, 2026

1. General Overview

Anthony's Coal Fired Pizza ("we," "us," "our," or the "Company") operates as a food service business in the United States. Because food products are perishable and prepared fresh upon order, our refund policy is designed to balance customer satisfaction with the inherent nature of food service. We take every complaint seriously and will work diligently to resolve any issues in a fair and timely manner.

This policy applies to all orders placed through our official website acfp-eat.digital, phone orders, and any third-party platforms authorized by Anthony's Coal Fired Pizza. By placing an order with us, you agree to the terms outlined in this Refund Policy.

Our practices are governed by applicable United States federal and state consumer protection laws, including the Federal Trade Commission (FTC) Act, which prohibits unfair or deceptive acts and practices in commerce. Customers located in California may have additional rights under the California Consumer Privacy Act (CCPA/CPRA) and California consumer protection statutes.

2. Eligibility Conditions for Refunds

We understand that issues can arise with food orders, and we want to make the process of requesting a refund as straightforward as possible. You may be eligible for a full or partial refund under the following circumstances:

• Incorrect Order: You received items that were different from what you ordered (wrong pizza, wrong toppings, wrong size, or missing items).
• Food Quality Issues: The food was undercooked, overcooked, spoiled, or otherwise not meeting a reasonable standard of quality upon delivery or pickup.
• Damaged or Tampered Packaging: Your order arrived with visibly damaged or tampered packaging that compromised the food inside.
• Significant Delivery Delays: Your order was delivered more than 45 minutes beyond the estimated delivery time provided at checkout, and the food quality was affected as a direct result.
• Duplicate Charges: You were charged more than once for the same order due to a technical or payment processing error.
• Order Not Received: Your order was confirmed and paid for but never arrived and was not picked up by you.
• Allergic Reactions Due to Incorrect Ingredients: If you specified a food allergy or dietary restriction at the time of ordering and the meal contained those ingredients, causing an adverse reaction, you may be eligible for a refund. Documentation may be required.

Refund eligibility is assessed on a case-by-case basis. We reserve the right to request photographic evidence or other documentation to support your claim before processing a refund.

3. Non-Refundable Items and Services

Not all orders or situations qualify for a refund. The following are generally non-refundable:

• Orders where the customer simply changed their mind after the food was prepared or delivered.
• Food that has been partially consumed without a valid quality complaint.
• Orders that were delivered correctly and on time but the customer was unavailable to receive them, resulting in the food cooling or spoiling.
• Promotional, discounted, or complimentary items provided as part of a special offer.
• Delivery fees and service charges unless the issue was caused by our error or our delivery partners.
• Catering deposits where the event has taken place or where less than 72 hours' notice was provided for cancellation.
• Gift cards and promotional vouchers once redeemed.
• Orders where the customer provided an incorrect delivery address.

4. Timeframes for Refund Requests

To ensure we can properly investigate your concern, all refund requests must be submitted within the following timeframes:

Requests submitted outside of these timeframes may not be honored at our discretion. We strongly encourage you to inspect your order immediately upon receipt and contact us as soon as possible if there is an issue.

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

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

1. Step 1 – Gather Your Information: Before contacting us, have the following details ready:
   • Your full name and contact information
   • Order number or confirmation email
   • Date and time of order
   • Description of the issue
   • Photos or videos (if applicable) clearly showing the problem
2. Step 2 – Contact Our Customer Support Team: Reach out to us using one of the following methods:
   • Email: [email protected]
   • Website: acfp-eat.digital (use the Contact Us form)
3. Step 3 – Submit Your Refund Request: Clearly state that you are requesting a refund and include all the information gathered in Step 1. Attach any supporting documentation, such as photographs of incorrect or damaged food items.
4. Step 4 – Await Confirmation: Once we receive your request, you will receive an acknowledgment email within 1 business day. Our team will review your case and may reach out for additional information.
5. Step 5 – Refund Decision: We will notify you of the outcome of your refund request within 3–5 business days. If approved, we will initiate the refund through the original payment method or offer an alternative resolution.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to appear in your account depends on your payment method. Please refer to the following estimated processing times:

Please note that while we initiate the refund on our end promptly, the actual time for funds to appear in your account is subject to your bank or financial institution's processing times, which are beyond our control.

7. Partial Refunds

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

• Only a portion of your order was incorrect, missing, or of unsatisfactory quality (e.g., one item out of a multi-item order).
• The food quality issue affected only part of the order (e.g., one pizza out of several was undercooked).
• A significant delivery delay occurred, but the food was still consumable upon arrival.
• A customer partially consumed the order before reporting a quality issue, and the complaint pertains only to a specific item.

In cases of a partial refund, we will clearly communicate the amount being refunded and the reason for the partial adjustment. We aim to resolve all issues fairly and transparently.

8. Exchange Policy

Due to the perishable nature of our food products, direct exchanges (i.e., sending a replacement item in exchange for a returned item) are handled differently than in traditional retail settings. Our exchange policy works as follows:

• Replacement Orders: If your order was incorrect or a specific item was unsatisfactory, we may offer to prepare and send a replacement item at no additional charge. Replacement orders are subject to our availability and operating hours.
• In-Store Exchanges: For in-store or pickup orders, you may return to our location within 30 minutes of purchase with the original item and your receipt to request a replacement. Food must not have been consumed beyond a reasonable tasting portion.
• Store Credit: In cases where a physical replacement is not feasible (e.g., delivery orders where returning the item is not practical), we may issue store credit equivalent to the value of the item in question. Store credit can be used on any future order through acfp-eat.digital.

All exchange requests must be made within the timeframes specified in Section 4 of this policy.

9. Cancellation Policy

We understand that plans can change, and we will do our best to accommodate cancellation requests. However, because our food is freshly prepared, cancellations must be made promptly after placing your order.

9.1 Standard Orders

• Within 5 minutes of placing an order: Full refund issued with no penalty.
• Between 5–15 minutes after placing an order: Partial refund may be issued depending on the preparation status of the order. If food preparation has already begun, a cancellation fee of up to 50% of the order total may apply.
• After 15 minutes of placing an order: Orders already in preparation cannot be cancelled, and no refund will be issued unless there is a qualifying issue under Section 2.

9.2 Catering and Large Group Orders

• More than 72 hours before the scheduled event: Full refund of any deposits paid.
• 24–72 hours before the scheduled event: 50% of the deposit will be refunded.
• Less than 24 hours before the scheduled event: No refund on deposits; however, store credit may be offered at our discretion.
• Same-day cancellation: No refund or store credit will be provided.

9.3 Pre-Orders

Pre-orders may be cancelled up to 48 hours before the scheduled order date for a full refund. Cancellations made within 48 hours of the scheduled date will be handled on a case-by-case basis.

10. Dispute Resolution Process

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

10.1 Internal Escalation

If your initial refund request was denied or you disagree with the decision, you may request escalation to a senior customer service representative or manager. To escalate your case:

1. Reply to the refund decision email with the subject line: "Refund Escalation – [Your Order Number]"
2. Clearly state the reason for your disagreement and provide any additional supporting documentation.
3. Our management team will review your case within 5 business days and provide a final decision.

10.2 Chargeback Rights

Under the Fair Credit Billing Act (FCBA) and applicable banking regulations, you have the right to dispute a charge with your credit card issuer or bank if you believe it was made in error. We encourage customers to contact us first to resolve the issue directly before initiating a chargeback, as this helps us serve you better and resolve matters more efficiently.

10.3 Consumer Protection Resources

If you believe your consumer rights have been violated, you may contact the following agencies:

• Federal Trade Commission (FTC): www.ftc.gov or 1-877-382-4357
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• State Attorney General's Office: Contact the attorney general in your state of residence for state-specific consumer protection assistance.

10.4 Informal Mediation

In the event that a dispute cannot be resolved through our internal process or direct negotiation, both parties may agree to engage in informal mediation with a neutral third party before pursuing any formal legal action. Details of the mediation process will be mutually agreed upon at the time of the dispute.

11. California Residents

If you are a resident of California, you may have additional rights under the California Consumer Privacy Act (CCPA/CPRA) and the California Consumers Legal Remedies Act (CLRA). California residents also have the right to receive a written notice of their refund policy at the time of sale. This document serves as that notice. For more information about your California-specific rights, please contact us directly or visit the California Attorney General's website.

12. Changes to This Refund Policy

Anthony's Coal Fired Pizza reserves the right to update or modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website at acfp-eat.digital. We encourage you to review this policy periodically to stay informed of any updates. Your continued use of our services after any changes constitutes your acceptance of the revised policy. The "Last Updated" date at the top of this page will reflect when the most recent changes were made.

13. Contact Information for Refund Requests

For all refund-related inquiries, please contact our customer service team using the information below. We are committed to responding to all inquiries within 1 business day.