Refund Policy

Effective Date: June 12, 2026  |  Last Updated: June 12, 2026

1. Introduction

At Anthony's Coal Fired Pizza, customer satisfaction is our highest priority. We take great pride in preparing fresh, high-quality coal-fired pizza and food items for every order. We understand that situations may arise where a refund or order correction is necessary, and we are committed to resolving any issues in a fair, timely, and transparent manner.

This Refund Policy explains your rights and our obligations when it comes to refunds, cancellations, exchanges, and disputes related to purchases made through our website acfpizza.click or through any of our affiliated ordering channels. This policy is governed by applicable United States federal and state consumer protection laws, including the Federal Trade Commission (FTC) Act.

2. Eligibility Conditions for Refunds

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

• Incorrect Order: You received an item that is different from what you ordered (e.g., wrong toppings, wrong size, wrong item entirely).
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food received was undercooked, overcooked, spoiled, or otherwise not prepared to an acceptable standard.
• Allergen Concerns: You specifically requested the omission of an allergen ingredient in writing at the time of ordering, and that instruction was not followed, resulting in the presence of that allergen in your food.
• Order Not Delivered: Your delivery order was never received and cannot be confirmed as delivered by our delivery system or third-party delivery partner.
• Duplicate Charge: Your payment method was charged more than once for the same order.
• Technical Payment Error: A verified technical error on our platform resulted in a charge without a confirmed order being placed.

All refund requests are subject to review and verification by our customer support team. We reserve the right to request photographic evidence, order confirmation numbers, or other supporting information to process your claim.

3. Timeframes for Refund Requests

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

Requests submitted outside of these windows may be declined at our discretion. We encourage customers to inspect their orders immediately upon receipt and to contact us as soon as possible if an issue is identified.

4. Non-Refundable Items and Circumstances

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

• Orders that have been consumed entirely or largely, where no objective evidence of a quality issue is available.
• Change of mind after an order has been prepared or is in transit.
• Customized or special-request menu items that were prepared exactly as specified by the customer.
• Promotional, discounted, or complimentary items provided free of charge.
• Delivery fees paid to third-party delivery platforms (these are subject to the refund policies of the respective platform).
• Tip amounts added to orders.
• Gift cards and promotional credits that have been redeemed.
• Orders where the customer provided an incorrect delivery address or was unavailable to receive the delivery after multiple contact attempts.
• Minor variations in food appearance, portion size, or presentation that do not constitute a genuine quality defect.

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

To submit a refund request, please follow these steps carefully:

1. Step 1 — Gather Your Information: Before contacting us, have the following ready: your order confirmation number, the email address used to place the order, the date and time of your order, and a clear description of the issue.
2. Step 2 — Collect Evidence (If Applicable): If your complaint relates to food quality, an incorrect item, or a missing item, take a clear photograph of the food or packaging as received. This will help us expedite your claim.
3. Step 3 — Contact Us: Reach out to our customer support team using any of the following methods:
   • Email: [email protected]
   • Website: acfpizza.click
4. Step 4 — Submit Your Request: In your message, include your order number, a clear explanation of the issue, and attach any photographic evidence. Please use the subject line: "Refund Request – [Your Order Number]".
5. Step 5 — Await Confirmation: Our team will send you an acknowledgment of your request within 1–2 business days. We may follow up with additional questions to verify your claim.
6. Step 6 — Resolution: Once your request is reviewed and approved, we will notify you of the refund decision and initiate the appropriate remedy (refund, credit, or replacement).

6. Refund Processing Times by Payment Method

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

Please note that while we initiate refunds promptly upon approval, the actual posting of funds to your account is controlled by your bank or payment processor. Anthony's Coal Fired Pizza is not responsible for delays caused by financial institutions. If you have not received your refund within the stated timeframe, we recommend contacting your bank before reaching out to us.

7. Partial Refunds

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

• Only one or a few items in your order were incorrect, missing, or defective, while the remainder of the order was satisfactory.
• The food quality issue affected part of your order (e.g., one pizza was unsatisfactory but other items were acceptable).
• You partially consumed an item before discovering a quality issue, limiting our ability to fully verify the complaint.
• A promotional discount was applied to your order; in such cases, the refund will be calculated on the amount actually paid.

The amount of a partial refund will be calculated based on the price of the affected item(s) only, excluding any non-refundable fees such as delivery charges and tips. Our customer support team will communicate the specific refund amount to you before processing.

8. Exchange Policy

Due to the perishable nature of food products, traditional item exchanges (returning and replacing physical products) are not always possible. However, we offer the following remedies in lieu of a direct exchange:

• Reorder Credit: We may issue a credit to your account or provide a coupon code equal to the value of the affected item, which can be applied to your next order.
• Replacement Order: Where operationally feasible and within a reasonable geographic and time window, we may offer to prepare and deliver or make available a replacement item at no additional charge.
• Store Credit: In cases where a full or partial refund is not issued, we may offer equivalent store credit valid for future purchases on acfpizza.click.

Exchange and replacement decisions are made on a case-by-case basis at the discretion of our customer support team. The availability of a replacement order will depend on your location, the time of day, and operational capacity.

9. Cancellation Policy

We understand that plans can change. The following cancellation terms apply to all orders placed through acfpizza.click:

9.1 Online Orders (Pickup and Delivery)

• Cancellation Window: Orders may be cancelled for a full refund within 5 minutes of placement, provided the order has not yet entered the preparation stage.
• After Preparation Begins: Once our kitchen has begun preparing your order, cancellations are generally not accepted, and no refund will be issued. This is because food preparation involves immediate use of ingredients that cannot be recovered.
• In-Transit Orders: Orders that are already out for delivery cannot be cancelled. If you are unavailable to receive a delivery, the order will not be eligible for a refund unless there is a verified delivery failure on our end.

9.2 Catering and Large Group Orders

• Catering or large group orders (typically defined as orders over $150 in value) must be cancelled at least 48 hours in advance of the scheduled delivery or pickup time to receive a full refund.
• Cancellations made between 24–48 hours before the scheduled time may be eligible for a 50% refund of the total order value.
• Cancellations made less than 24 hours before the scheduled time will not be eligible for a refund, as ingredients will have been sourced and preparation will have been scheduled.

10. Dispute Resolution Process

If you are not satisfied 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

If your initial refund request was denied or you believe it was not handled appropriately, you may request an escalation to a senior member of our customer support team. Please email [email protected] with the subject line "Refund Dispute Escalation – [Your Order Number]", and provide a full explanation of your concern. We will respond within 3–5 business days.

10.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute a charge with your credit card issuer or bank (commonly referred to as a "chargeback") if you believe you have been charged incorrectly or that a product or service was not delivered as promised. We encourage you to contact us first before initiating a chargeback, as most issues can be resolved more quickly through direct communication. However, we fully respect your right to pursue this option if necessary.

10.3 Consumer Protection Resources

If you believe your consumer rights have been violated, you may also contact the following regulatory bodies:

• Federal Trade Commission (FTC): www.ftc.gov — For complaints regarding deceptive or unfair business practices.
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov — For billing and payment disputes.
• Your State Attorney General's Office: For state-level consumer protection complaints. California residents may also have additional rights under the California Consumer Privacy Act (CCPA/CPRA).

10.4 Informal Dispute Resolution

Before pursuing any formal legal action, both parties agree to make a good-faith effort to resolve disputes informally. You agree to contact us at [email protected] and allow us 30 calendar days to attempt resolution before initiating any formal proceedings.

11. Modifications to This Policy

Anthony's Coal Fired Pizza reserves the right to update, modify, or revise this Refund Policy at any time. Any changes will be posted on this page with an updated effective date. We encourage you to review this policy periodically. Continued use of our website and services following any changes constitutes your acceptance of the revised policy. Material changes will be communicated to registered customers via email where practicable.

12. Governing Law

This Refund Policy is governed by and construed in accordance with the laws of the United States of America and applicable state laws. Any disputes arising under this policy shall be subject to the exclusive jurisdiction of the appropriate courts located in the United States, without regard to conflicts of law principles.

13. Contact Information for Refund Requests

For all refund-related inquiries, cancellation requests, or order disputes, please contact our dedicated customer support team using the information below. We are committed to responding to all inquiries in a timely and professional manner.