Refund Policy

At Anthony's Coal Fired Pizza, we are committed to delivering an exceptional dining experience with every order. We take great pride in the quality of our coal-fired pizzas, wings, and other menu offerings. If for any reason you are not fully satisfied with your purchase, this Refund Policy outlines your rights, our obligations, and the procedures for requesting a refund, exchange, or cancellation.

Please read this policy carefully before placing an order through our website cafe-acfp.rest or at any of our restaurant locations. By completing a purchase with us, you agree to the terms described herein. This policy is governed by applicable United States federal consumer protection laws, including the Federal Trade Commission Act (FTC Act), as well as any applicable state consumer protection statutes.

1. Our Commitment to Quality

Anthony's Coal Fired Pizza uses only premium ingredients cooked in authentic coal-fired ovens. Each item is prepared fresh and to order. Because our food products are perishable and prepared specifically for each customer, our refund policy is structured to balance your satisfaction with the practical realities of food service operations.

We encourage all customers to inspect their order upon receipt and contact us immediately if there is an issue. Our team will work diligently to make things right for you.

2. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund under the following circumstances:

• Incorrect Order: You received items that differ from what you ordered (wrong toppings, wrong size, wrong item entirely).
• Missing Items: One or more items included in your order were not delivered or provided at pickup.
• Food Quality Issues: The food was undercooked, overcooked, spoiled, or otherwise not meeting reasonable quality standards.
• Allergen Concerns: You specifically requested the exclusion of an allergen ingredient and it was included despite the request, resulting in an unusable meal.
• Order Not Received: Your delivery order was confirmed but never arrived, and the delay was not caused by incorrect address information provided by you.
• Duplicate Charges: You were charged more than once for the same order due to a payment processing error.
• Technical Errors: An error on our website cafe-acfp.rest caused an unintended order or charge.

Refund eligibility is assessed on a case-by-case basis. We reserve the right to request photographic evidence or other documentation to process your claim efficiently and fairly.

3. Non-Refundable Items and Services

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

4. Timeframes for Refund Requests

To ensure we can investigate and resolve your concern appropriately, please adhere to the following timeframes:

• Dine-In Orders: Quality or accuracy concerns must be reported to your server or a manager before leaving the restaurant or within 2 hours of your dining visit.
• Takeout / Pickup Orders: Concerns must be reported within 2 hours of picking up your order. We recommend inspecting your order prior to departing our location.
• Delivery Orders: Concerns regarding missing items, incorrect items, or food quality must be reported within 3 hours of the confirmed delivery time.
• Catering Orders: Refund or adjustment requests for catering services must be submitted within 24 hours of the catering event.
• Billing and Duplicate Charge Disputes: Must be reported within 30 days of the transaction date.
• Online Order Technical Errors: Must be reported within 48 hours of the transaction.

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

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

1. Gather Your Order Information: Locate your order receipt, confirmation email, or order number. Having this information ready will speed up the process significantly.
2. Document the Issue: If applicable, take clear photographs of the food item(s) in question, any packaging discrepancies, or visible quality concerns. This documentation helps us investigate your claim thoroughly.
3. Contact Us Directly: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: cafe-acfp.rest
4. Provide Required Information: In your message or call, please include:
   • Your full name
   • Order number or date and time of purchase
   • Description of the issue
   • Preferred resolution (refund, replacement, or store credit)
   • Any photographic evidence, if applicable
5. Await Confirmation: Our team will acknowledge your request within 1–2 business days and may follow up with additional questions if needed.
6. Resolution: Once your request is reviewed and approved, we will process your refund, issue a replacement, or provide a store credit as appropriate. You will be notified of the outcome via email or phone.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your funds varies depending on the payment method used:

Please note that while we initiate refunds promptly upon approval, Anthony's Coal Fired Pizza is not responsible for delays caused by your financial institution or payment processor.

7. Partial Refunds

In some situations, a partial refund may be more appropriate than a full refund. Partial refunds may be issued under the following conditions:

• Only one item in a multi-item order was incorrect or unsatisfactory.
• A portion of the meal was consumed before the quality issue was identified.
• The order was partially fulfilled due to ingredient availability or kitchen limitations.
• A discount, coupon, or promotional offer was applied to the order, and the refund reflects the actual amount paid for the affected item.
• Delivery was significantly delayed but the order was ultimately received.

The amount of any partial refund will be determined at the discretion of our management team based on the specific circumstances of the complaint. We aim to be fair and transparent in all partial refund decisions.

8. Exchange Policy

Because our products are freshly prepared food items, traditional exchanges (returning one item for another) operate differently than in retail environments. The following exchange guidelines apply:

• Incorrect Items (Dine-In): If you receive an incorrect item while dining in our restaurant, we will promptly prepare the correct item at no additional charge. Please notify your server immediately.
• Incorrect Items (Takeout/Pickup): If you discover an incorrect item after leaving the restaurant and contact us within the required timeframe, we will offer to prepare the correct replacement item for pickup, subject to kitchen availability and operating hours.
• Food Quality Replacement: If a quality issue is confirmed, we may offer a replacement item of equal value as an alternative to a monetary refund.
• No Physical Returns Required: You are not required to return food items to our location to receive a refund or replacement. Photographic documentation is sufficient in most cases.

9. Cancellation Policy

Our cancellation policy varies depending on the type of order placed:

9.1 Standard Online and Phone Orders

Standard individual orders (pickup or delivery) may be cancelled within 5 minutes of placing the order, provided that kitchen preparation has not yet begun. Once our kitchen team begins preparing your order, cancellation may not be possible, and charges will apply. To cancel a standard order, contact us immediately at [email protected] or by phone.

9.2 Catering Orders

Catering orders require significant advance planning and ingredient procurement. The following cancellation terms apply to catering:

• Cancellation 7+ days before the event: Full deposit refund minus any non-recoverable procurement costs.
• Cancellation 3–6 days before the event: 50% of the total catering order value may be charged as a cancellation fee.
• Cancellation less than 48 hours before the event: No refund will be issued. The full catering amount may be charged due to the perishable nature of ingredients and staffing commitments.

9.3 Private Event and Reservation Deposits

Deposits for private dining events or room reservations are non-refundable once the cancellation window specified in your individual event agreement has passed. Please review your event contract carefully.

9.4 Third-Party Platform Orders

If you placed your order through a third-party delivery service such as DoorDash, Uber Eats, or Grubhub, cancellation must be handled directly through that platform, as we may not be able to stop order preparation once it has been transmitted to our kitchen.

10. Dispute Resolution Process

In the event that you are dissatisfied with the outcome of your refund request, Anthony's Coal Fired Pizza provides the following dispute resolution pathway:

1. Step 1 — Internal Review: Contact our customer service team at [email protected] and request an escalated review of your case. Provide any additional evidence or context that was not included in your original request. A senior manager will review and respond within 3–5 business days.
2. Step 2 — Management Escalation: If your concern is still unresolved following the internal review, you may request direct communication with a regional or general manager. Contact us in writing at [email protected] with the subject line "Escalated Dispute Request."
3. Step 3 — Chargeback Through Your Financial Institution: If you paid by credit or debit card and believe you have been unfairly charged, you have the right under the Fair Credit Billing Act (FCBA) to dispute the charge with your card issuer. We encourage you to exhaust our internal resolution process before initiating a chargeback.
4. Step 4 — Consumer Protection Agencies: Customers in the United States have the right to file complaints with the Federal Trade Commission (FTC) at ftc.gov or their state's Attorney General consumer protection office if they believe a business practice has been unfair or deceptive.

11. Consumer Rights Under U.S. Law

As a consumer in the United States, you are protected by various federal and state laws that govern fair business practices and consumer transactions, including:

• The Federal Trade Commission Act (FTC Act): Prohibits unfair or deceptive practices in commerce. Anthony's Coal Fired Pizza complies fully with FTC guidelines.
• The Fair Credit Billing Act (FCBA): Gives you the right to dispute incorrect or unauthorized credit card charges.
• State Consumer Protection Laws: Depending on your state of residence, additional consumer protection rights may apply. Please consult your state's consumer protection office for more information.

Nothing in this Refund Policy is intended to limit or waive any rights you have under applicable law.

12. Changes to This Refund Policy

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 cafe-acfp.rest. We encourage you to review this policy periodically. The date at the top of this page reflects the most recent revision. Your continued use of our services following any changes constitutes your acceptance of the updated policy.

13. Contact Information for Refund Requests

For all refund inquiries, replacements, or billing disputes, please contact our customer support team using the information below. We are committed to responding promptly and resolving your concern as efficiently as possible.

When contacting us, please have the following information ready to expedite your request:

• Your full name and contact information
• Order number or transaction ID
• Date and time of your order
• Description of the issue and your desired resolution
• Any supporting photographs or documentation