Refund Policy

At Anthony's Coal Fired Pizza, we are committed to delivering a high-quality dining and ordering experience. We understand that situations may arise where a refund, exchange, or cancellation is necessary. This Refund Policy outlines your rights and our procedures to ensure a fair and transparent resolution process. Please read this policy carefully before placing an order.

1. General Policy Overview

Anthony's Coal Fired Pizza strives to ensure that every customer is completely satisfied with their purchase. Whether you place an order online through cafe-acfp.click, by phone, or in person at one of our locations, we are dedicated to making things right when issues arise. This policy applies to all food orders, catering services, gift cards, and any other products or services offered through our platform.

By placing an order with Anthony's Coal Fired Pizza, you acknowledge and agree to the terms set forth in this Refund Policy. We reserve the right to update or modify this policy at any time, and any changes will be reflected on this page with an updated effective date.

2. Eligibility Conditions for Refunds

To be eligible for a refund, one or more of the following conditions must be met:

• Incorrect Order: You received an item that was different from what you ordered.
• Missing Items: One or more items from your order were missing upon delivery or pickup.
• Food Quality Issues: The food item received was undercooked, spoiled, contaminated, or otherwise not fit for consumption.
• Order Not Delivered: Your delivery order was never received, and our records confirm the order was not fulfilled.
• Duplicate Charges: You were charged more than once for the same order due to a technical or billing error.
• Unauthorized Transaction: A charge appeared on your account that you did not authorize.
• Catering Order Cancellation: A catering order was canceled within the eligible cancellation window (see Section 8).

Refund requests that do not meet any of the above eligibility criteria may be reviewed on a case-by-case basis at the sole discretion of Anthony's Coal Fired Pizza management.

3. Timeframes for Refund Requests

Refund requests must be submitted within the following timeframes to be considered valid:

Requests submitted after these timeframes may not be honored. We strongly encourage you to inspect your order upon receipt and contact us promptly if there is an issue.

4. Non-Refundable Items and Services

The following items and services are generally non-refundable:

• Consumed Food Items: Any food item that has been partially or fully consumed is not eligible for a refund, unless there is a documented food safety concern.
• Promotional or Discounted Items: Items purchased as part of a limited-time promotion, special deal, or discount offer are non-refundable unless a qualifying defect is present.
• Delivery Fees: Third-party delivery fees charged by external platforms are non-refundable through Anthony's Coal Fired Pizza. Please contact the respective delivery platform for fee-related disputes.
• Tips and Gratuities: Gratuities added to orders are non-refundable once processed.
• Gift Cards (Redeemed): Gift cards that have already been partially or fully redeemed cannot be refunded.
• Special Event Catering Deposits: Non-refundable deposits paid for large-scale catering events, as outlined in the catering agreement.
• Custom or Specialty Orders: Specialty items made to specific customer requests that cannot be resold or reused.

5. How to Request a Refund

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

Step-by-Step Refund Request Process

1. Gather Your Information: Collect your order number, the date and time of the order, a description of the issue, and any supporting photos or documentation (e.g., photos of incorrect or damaged items).
2. Contact Us: Reach our customer support team using one of the methods below:
   • Email: [email protected]
   • Website: cafe-acfp.click
3. Submit Your Request: Clearly explain the issue, include your order details, and attach any relevant photos or screenshots that support your claim.
4. Receive Confirmation: Once we receive your request, you will receive an acknowledgment within 1–2 business days. We may contact you for additional information if needed.
5. Review and Decision: Our team will review your request and notify you of our decision via email, typically within 3–5 business days.
6. Refund Issued: If your request is approved, the refund will be processed according to the timeframes listed in Section 6.

6. Refund Processing Times by Payment Method

Once a refund is approved, the time it takes to receive the refund depends on your original payment method:

Please note that while we process refunds promptly on our end, your financial institution may take additional time to post the credit to your account. Anthony's Coal Fired Pizza is not responsible for delays caused by banks or payment processors.

7. Partial Refunds

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

• Only a portion of your order was incorrect or missing, and the remainder of the order was delivered correctly.
• A food quality issue affected only specific items within a multi-item order.
• A catering event was partially delivered or fulfilled, and only a portion of the services was not rendered.
• A promotional discount was applied to the original order, and the refund will reflect the discounted price paid rather than the full retail value.
• A coupon or loyalty reward was used, in which case the refund may be issued as store credit rather than cash.

The amount of any partial refund will be determined by Anthony's Coal Fired Pizza based on the nature and extent of the issue reported.

8. Cancellation Policy

We understand that plans can change. The following cancellation terms apply:

8.1 Standard Orders (Online and Phone)

Once a standard food order is placed and confirmed, preparation typically begins immediately. As a result:

• Orders canceled within 5 minutes of placement may be eligible for a full refund.
• Orders canceled after preparation has begun will generally not qualify for a refund, though store credit may be offered at our discretion.

8.2 Catering Orders

Catering orders require advance planning and significant resource allocation. Our catering cancellation terms are as follows:

All catering cancellations must be submitted in writing via email to [email protected].

9. Exchange Policy

Anthony's Coal Fired Pizza does not offer traditional product exchanges in the same way that retail stores do. However, we are committed to making your experience right. If you received an incorrect or unsatisfactory item, the following options may be available:

• Replacement Item: If you received the wrong item and the correct item is still available, we will prepare and deliver or make available a replacement at no additional charge, subject to availability and location.
• Store Credit: In lieu of a cash refund or replacement, we may offer store credit equivalent to the value of the item in question, applicable to a future order.
• Refund: If a replacement or store credit is not feasible or preferred, a refund may be issued per the terms of this policy.

Exchange requests must be submitted within the same timeframes as refund requests (see Section 3) and are subject to availability and management approval.

10. Dispute Resolution Process

If you are unsatisfied with the outcome of your refund request, you have the right to escalate your concern through our formal dispute resolution process.

10.1 Internal Escalation

1. Submit a formal written complaint to [email protected] with the subject line: "Refund Dispute – [Your Order Number]".
2. Include all relevant details, prior correspondence, and the reason you believe the initial decision was incorrect.
3. A senior member of our customer experience team will review the dispute and respond within 5–7 business days.

10.2 Chargebacks and Payment Disputes

If you believe you have been charged in error and have been unable to resolve the matter with us directly, you have the right to contact your bank or credit card issuer to initiate a chargeback. We encourage you to attempt resolution with us first, as chargebacks may delay processing. We fully cooperate with all payment processor investigations.

10.3 Consumer Protection Resources

Customers located in the United States may also seek assistance from the following resources:

• Federal Trade Commission (FTC): www.ftc.gov — for consumer protection complaints related to deceptive or unfair business practices under the FTC Act.
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov — for billing disputes and financial transaction concerns.
• State Attorney General's Office: Customers may file complaints with their respective state attorney general's office if they believe applicable state consumer protection laws have been violated.

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 that:

• Refund and dispute policies of the third-party platform will apply to orders placed through those services.
• Anthony's Coal Fired Pizza may not have direct control over order processing, payment handling, or delivery logistics in these cases.
• We encourage you to contact the respective third-party platform's customer support directly for refund requests related to those orders.
• If the issue is related to the food itself (quality, preparation) rather than delivery or platform issues, you may contact us at [email protected] and we will do our best to assist you.

12. Fraudulent Refund Claims

Anthony's Coal Fired Pizza reserves the right to deny refund requests that appear to be fraudulent, abusive, or made in bad faith. This includes but is not limited to:

• Repeated refund requests from the same customer without valid cause.
• Claims that are inconsistent with order records or delivery confirmation data.
• Submission of false or doctored photos or documentation.

We reserve the right to suspend or terminate the account of any customer found to be engaging in fraudulent refund activity. Such conduct may also be reported to relevant authorities where applicable under federal or state law.

13. Contact Information for Refund Requests

For all refund requests, cancellations, exchanges, or billing inquiries, please contact us using the information below:

Our customer support team is available Monday through Friday, 9:00 AM – 6:00 PM (Eastern Time). We strive to respond to all inquiries within 1–2 business days. For urgent matters, please mark your email as "URGENT" in the subject line.

14. Policy Updates

Anthony's Coal Fired Pizza reserves the right to amend, update, or modify this Refund Policy at any time without prior notice. Changes will be effective immediately upon posting to our website at cafe-acfp.click. We encourage you to review this policy periodically to stay informed of any updates. Continued use of our services after a policy change constitutes your acceptance of the revised terms.