Refund Policy

At Anthony's Coal Fired Pizza, we are committed to delivering an exceptional dining experience with every order. We understand that occasionally an issue may arise with your order, and we want to ensure that every concern is addressed fairly, promptly, and transparently. This Refund Policy outlines your rights and our obligations regarding refunds, cancellations, exchanges, and dispute resolution. Please read this policy carefully before placing an order through our website at meal-acfp.click or through any of our ordering channels.

By placing an order with Anthony's Coal Fired Pizza, you agree to the terms outlined in this Refund Policy. This policy is governed by applicable United States federal and state consumer protection laws, including guidelines established by the Federal Trade Commission (FTC) under the FTC Act.

1. Eligibility Conditions for Refunds

We strive to ensure every order meets our high standards of quality. Refunds may be granted under the following circumstances:

• Incorrect Order Delivered: You received an item or items that do not match what you ordered. This includes wrong toppings, incorrect size, wrong menu item, or missing components of your order.
• Food Quality Issues: The food received was undercooked, overcooked, spoiled, or otherwise not prepared to an acceptable standard of quality upon delivery or pickup.
• Missing Items: One or more items included in your order were not delivered or were absent from your pickup order.
• Allergic Reactions or Undisclosed Ingredients: If a dish contains an ingredient you specifically requested to be excluded due to a disclosed allergy and that request was confirmed by our staff, you may be eligible for a refund. Please note that cross-contamination risks exist in our kitchen environment and we encourage customers with severe allergies to contact us directly before ordering.
• Significant Delivery Delays: If your delivery order is significantly delayed beyond the estimated delivery window communicated at the time of purchase, resulting in food that is no longer fit for consumption, you may be eligible for a partial or full refund at our discretion.
• Order Not Received: If your delivery order was never received and cannot be confirmed as delivered by our delivery partner or internal records.
• Technical Billing Errors: If you were charged an incorrect amount due to a system or processing error on our platform.
• Duplicate Charges: If your payment method was charged more than once for the same order.

Refunds are evaluated on a case-by-case basis. Anthony's Coal Fired Pizza reserves the right to request photographic evidence or additional information before approving any refund.

2. Timeframes for Refund Requests

To be eligible for a refund, requests must be submitted within the following timeframes:

Requests submitted outside these timeframes may not be honored. We encourage customers to inspect their orders promptly upon receipt and contact us as soon as possible if an issue is identified. Delays in reporting reduce our ability to investigate and verify the claim effectively.

3. Non-Refundable Items and Services

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

• Change of Mind: Refunds will not be issued because you simply changed your mind about your order after it has been prepared or delivered.
• Customized Orders Prepared as Requested: If your order was prepared exactly as specified and confirmed, refunds will not be granted on the basis of personal preference after the fact.
• Partially Consumed Orders: Orders that have been substantially consumed are not eligible for a refund unless there is a documented quality issue identified before or during consumption.
• Promotional or Discounted Items: Items purchased at a significant discount through promotional codes or special deals may not be eligible for a full refund. Partial refunds may apply at our discretion.
• Delivery Fees: Delivery fees are non-refundable unless the issue that prompted the refund request was entirely due to an error on our part (e.g., wrong address delivery due to our system error).
• Tips and Service Charges: Gratuity and service charges paid at the time of ordering are non-refundable.
• Digital Gift Cards and Vouchers: Once purchased and delivered electronically, digital gift cards are non-refundable.
• Catering Deposits: Deposits paid for catering orders are non-refundable unless cancellation occurs within the eligible cancellation window (see Section 8).

4. How to Request a Refund — Step-by-Step Guide

Requesting a refund from Anthony's Coal Fired Pizza is straightforward. Please follow these steps to ensure your request is processed as efficiently as possible:

1. Gather Your Order Information: Before contacting us, have the following ready:
   • Your order confirmation number or receipt
   • The date and time of your order
   • The items affected by the issue
   • Your contact information (name, phone number, and email address)
2. Document the Issue: If applicable, take clear photographs of the food, packaging, or any evidence of the problem. This will help us investigate and resolve your claim more efficiently.
3. Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: meal-acfp.click
4. Submit Your Claim: In your message, clearly describe the issue, include your order number, and attach any supporting photographs or documentation. State the resolution you are requesting (refund, replacement, or store credit).
5. Wait for Our Response: Our customer support team will acknowledge your request within 1–2 business days and may follow up with additional questions or requests for further documentation.
6. Receive Your Decision: Once your claim has been reviewed, we will notify you of our decision by email. If your refund is approved, the resolution details and timeline will be included.

5. Refund Processing Times by Payment Method

Once a refund has been approved, processing times vary depending on the payment method used at the time of purchase:

Please note that while we process refunds promptly on our end, the timing of when funds appear in your account depends on your financial institution or payment processor. Anthony's Coal Fired Pizza is not responsible for delays caused by third-party banks or payment platforms. If you have not received your refund within the stated timeframe, please contact your bank or card issuer before reaching out to us.

6. Partial Refunds

In certain situations, only a partial refund may be appropriate. Partial refunds may be issued under the following conditions:

• Only a portion of your order was incorrect, missing, or of substandard quality.
• You received your order but it was missing one or more items out of a larger order.
• The order experienced a moderate delay but the food was still consumable upon arrival.
• A promotional discount was applied to the order, and the refund is adjusted to reflect the actual amount paid for the affected item(s).
• The food quality issue affected only part of the order and the remainder was satisfactory.

Partial refunds will be calculated based on the pro-rated value of the affected items relative to the total order amount, minus any applicable fees that are non-refundable under this policy. We will clearly communicate the amount of any partial refund and the basis for the calculation in our response to your claim.

7. Exchange Policy

Due to the perishable nature of food products, traditional exchanges (returning one item for another at a later time) are not always practical. However, Anthony's Coal Fired Pizza does offer the following resolution options in lieu of or in addition to a monetary refund:

• Order Replacement: If a significant quality or accuracy issue is confirmed, we may offer to remake and redeliver your order or have it available for pickup at no additional charge, subject to availability and location.
• Store Credit: In some cases, we may offer store credit equivalent to the value of the affected item(s) to be applied toward a future order. Store credits are valid for 90 days from the date of issuance and are non-transferable.
• Complimentary Items: As a goodwill gesture, we may offer complimentary items on a future order based on the nature and severity of the issue experienced.

The type of resolution offered will depend on the circumstances of each individual case. Our goal is always to find a fair and satisfactory solution for our customers.

8. Cancellation Policy

Cancellation eligibility depends on the type of order and the stage of preparation at the time of cancellation request.

8.1 Standard Online Orders (Delivery and Pickup)

• Orders may be cancelled within 5 minutes of placement without penalty, provided preparation has not yet begun.
• Once preparation has begun, cancellations may not be accepted, and no refund will be issued.
• If a cancellation request is received before preparation has started and is confirmed by our team, a full refund will be issued.

8.2 Catering and Large Group Orders

• Catering orders cancelled 72 hours or more before the scheduled event date: Full deposit refund minus any non-recoverable supply costs already incurred.
• Catering orders cancelled between 24 and 72 hours before the scheduled event: 50% of the total deposit will be refunded.
• Catering orders cancelled less than 24 hours before the scheduled event: No refund will be issued, and the full deposit is forfeited.

8.3 How to Cancel

To cancel an order, contact us immediately via email at [email protected] or through our website at meal-acfp.click. Please include your order number and the reason for cancellation in your message. Cancellations cannot be guaranteed and are subject to the stage of order preparation at the time your request is received.

9. Dispute Resolution Process

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

9.1 Internal Escalation

If your initial refund request was denied or you believe the resolution offered was insufficient, you may escalate your complaint by sending a detailed written explanation to [email protected] with the subject line "Escalated Refund Dispute – [Your Order Number]". A senior member of our customer relations team will review your case within 3–5 business days and provide a final determination.

9.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute a charge with your bank or credit card issuer if you believe a transaction was unauthorized or fraudulent. However, we encourage you to contact us directly first, as chargebacks initiated without prior contact may result in longer resolution times. Anthony's Coal Fired Pizza cooperates fully with all chargeback investigations conducted by financial institutions.

9.3 Third-Party Mediation

If a dispute cannot be resolved internally, either party may seek resolution through a neutral third-party mediator. The costs of mediation shall be shared equally between both parties unless otherwise agreed.

9.4 Governing Law

This Refund Policy and any disputes arising from it shall be governed by and construed in accordance with the laws of the United States. Consumer protection provisions under the Federal Trade Commission (FTC) Act apply. Customers located in California may have additional rights under the California Consumer Privacy Act (CCPA/CPRA) and California consumer protection statutes.

9.5 No Waiver of Consumer Rights

Nothing in this Refund Policy is intended to waive or limit any consumer rights provided to you under applicable federal or state law. If any provision of this policy conflicts with applicable law, the legal requirement shall prevail.

10. Contact Information for Refund Requests

For all refund inquiries, questions, or concerns, please contact Anthony's Coal Fired Pizza through any of the following channels:

Our customer support team is available to assist you Monday through Friday during standard business hours. We aim to respond to all inquiries within 1–2 business days. For urgent matters, we recommend sending a detailed email with your order information to expedite the review process.

11. Policy Updates

Anthony's Coal Fired Pizza reserves the right to update or modify this Refund Policy at any time without prior notice. Changes will be effective immediately upon publication on our website at meal-acfp.click. We encourage you to review this policy periodically to stay informed of your rights and our obligations. Continued use of our services following any changes constitutes your acceptance of the updated policy.