Refund Policy

Effective Date: March 18, 2026 | Last Updated: March 18, 2026

1. Introduction

At Anthony's Coal Fired Pizza, we take immense pride in delivering high-quality, coal-fired cuisine to every customer. Our commitment is to provide a satisfying dining experience — whether you are ordering online, by phone, or dining in person. We understand that occasionally an issue may arise with your order, and this Refund Policy has been established to ensure a fair and transparent resolution process for all customers.

This policy applies to all food orders, catering services, gift cards, and any other products or services offered through our website at anthonyscoalpizz.digital or at any of our physical restaurant locations. We encourage you to contact us promptly if you are unsatisfied with any aspect of your order.

2. Eligibility Conditions for Refunds

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

• Incorrect Order: You received a food item that is materially different from what you ordered (e.g., wrong toppings, wrong size, or wrong dish).
• Food Quality Issue: The food was undercooked, overcooked, or otherwise did not meet a reasonable standard of quality and safety.
• Missing Items: One or more items included in your confirmed order were not delivered or provided.
• Allergic Reaction Risk: You informed our staff of a food allergy at the time of ordering and received an item containing the allergen despite being explicitly told it would be excluded.
• Duplicate Charge: Your payment method was charged more than once for the same order.
• Order Never Received: A confirmed online or phone order was never delivered or fulfilled and was not cancelled by you.
• Catering Cancellation: A catering order is cancelled within the timeframe outlined in Section 8 of this policy.

Refunds will not be issued based solely on personal taste preferences or a change of mind after the food has been prepared and/or delivered.

3. Timeframes for Refund Requests

Timely reporting is essential for us to investigate and resolve your concern effectively. The following timeframes apply:

Requests submitted outside of these timeframes may not be eligible for a refund. We encourage all customers to inspect their orders upon receipt and contact us immediately if any issues are found.

4. Non-Refundable Items and Services

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

• Food Already Consumed: Items that have been substantially consumed (more than 50% eaten) are not eligible for a full refund unless a documented quality or safety issue exists.
• Change of Mind: Orders that were prepared correctly according to your specifications and delivered on time are non-refundable if you simply change your mind.
• Gift Cards: Activated or partially used gift cards are non-refundable. Unopened, unused gift cards may be considered for a refund within 30 days of purchase at our discretion.
• Promotional or Discounted Items: Items purchased under a special promotion, coupon, or limited-time deal are non-refundable unless a verifiable quality issue exists.
• Delivery Fees: Third-party delivery fees, service fees, or platform charges may not be refundable through Anthony's Coal Fired Pizza, as these are controlled by third-party delivery partners.
• Customizations Honored: If you requested specific customizations that were fulfilled as requested, those items are non-refundable.
• Force Majeure Events: Delays or failures caused by events beyond our reasonable control, including severe weather, natural disasters, or public emergencies.

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

If you believe you are entitled to a refund, please follow these steps to ensure your request is processed as efficiently as possible:

1. Step 1 – Gather Your Information: Collect your order confirmation number, receipt, date and time of purchase, and a description of the issue. If applicable, take clear photographs of the food item(s) in question.
2. Step 2 – Contact Us Promptly: Reach out to our customer support team within the applicable timeframe (see Section 3). You may contact us via:
   • Email: [email protected]
   • Website: anthonyscoalpizz.digital
3. Step 3 – Provide Details: When contacting us, include your full name, order number, contact information, the specific item(s) at issue, and a clear description of the problem. Attach any photos or supporting documentation that may help us evaluate your request.
4. Step 4 – Review and Assessment: Our team will review your request within 2–3 business days. We may contact you for additional information or clarification if needed.
5. Step 5 – Resolution: Once your request has been reviewed, we will notify you of our decision by email. If your refund is approved, we will process it according to the timeframes described in Section 6.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes for the funds to appear in your account will depend on your original payment method:

Please be aware that while we process refunds on our end promptly, your financial institution or card issuer may have its own processing timelines that are outside of our control.

7. Partial Refunds

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

• Only a portion of the items in your order had an issue, and the remaining items were satisfactory.
• The food item was partially consumed before the quality issue was identified.
• A delivery was partially fulfilled, with some items missing and some items delivered correctly.
• The issue reported is minor in nature and does not warrant a full refund under our assessment (e.g., a single incorrect topping on an otherwise correct order).
• A promotional discount was applied to the order, in which case the refund may reflect the discounted price rather than the full price.

The amount of a partial refund will be determined on a case-by-case basis by our customer service team, based on the specific circumstances and the value of the affected items.

8. Cancellation Policy

We understand that plans can change. Please review our cancellation guidelines below:

8.1 Standard Food Orders (Online / Phone)

Once a food order has been submitted and accepted, it enters preparation almost immediately. Cancellations are only possible if the kitchen has not yet begun preparing your order. To request a cancellation:

• Contact us immediately at [email protected].
• If the order has already been prepared or is in transit, cancellation will not be possible and no refund will be issued.

8.2 Catering Orders

Catering orders require advance planning and preparation. Our catering cancellation policy is as follows:

9. Exchange Policy

Anthony's Coal Fired Pizza does not offer direct product-for-product exchanges in the traditional retail sense. However, in lieu of a monetary refund, we may offer the following remedies depending on the situation:

• Order Replacement: If an incorrect or unsatisfactory item is identified while you are still at our restaurant or shortly after a pickup or delivery, we may offer to remake the item at no additional charge.
• Store Credit: In some cases, we may offer store credit equivalent to the value of the affected item(s), which can be applied to a future order.
• Complimentary Item: For minor issues or goodwill gestures, we may offer a complimentary item on your next visit.

The specific remedy offered will be determined at the discretion of our management team based on the nature of the issue and applicable circumstances.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we encourage you to pursue the following resolution steps:

10.1 Internal Escalation

Contact our management team directly at [email protected] and clearly explain why you disagree with the initial decision. Please reference your original case or order number. A senior member of our team will review your case within 5 business days.

10.2 Credit Card Chargeback

If you paid by credit or debit card and believe you have been wrongfully charged, you have the right to dispute the charge with your card issuer under protections afforded by the Fair Credit Billing Act (FCBA). We encourage you to exhaust our internal resolution process first before initiating a chargeback, as chargebacks can result in delays for all parties.

10.3 Consumer Protection Agencies

As a U.S.-based business, customers also have the right to file complaints with relevant consumer protection authorities, including:

• Federal Trade Commission (FTC): www.ftc.gov
• Better Business Bureau (BBB): www.bbb.org
• Your state's Attorney General Office or Department of Consumer Affairs.

10.4 Informal Mediation

For disputes that cannot be resolved through internal escalation, both parties agree to attempt good-faith mediation before pursuing formal legal action. Mediation may be conducted through a mutually agreed-upon neutral third-party mediator.

11. Third-Party Delivery Platforms

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 cancellation policies of those platforms may differ from our own.
• Issues related to late delivery, delivery accuracy, or driver conduct should be directed to the respective platform's customer support.
• Anthony's Coal Fired Pizza is not responsible for errors or delays introduced by third-party delivery partners.
• Food quality issues arising from extended third-party delivery times may still be reviewed by our team at our discretion.

12. Food Safety and Allergen Concerns

The safety and well-being of our customers is our highest priority. If you believe you experienced a foodborne illness or an allergic reaction as a result of consuming food from Anthony's Coal Fired Pizza, please:

• Seek medical attention immediately if necessary.
• Contact us as soon as possible at [email protected] with details of the incident.
• Retain any uneaten food, packaging, or receipts, as these may be needed for investigation purposes.

Such complaints will be treated with the utmost seriousness and may be reported to appropriate local health authorities as required by law.

13. Changes to This Refund Policy

Anthony's Coal Fired Pizza reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on our website at anthonyscoalpizz.digital with a revised effective date. We encourage you to review this policy periodically. Continued use of our services following any updates constitutes your acceptance of the revised policy.

14. Contact Information

For all refund requests, questions, or concerns related to this policy, please contact us using the information below: