Refund Policy

Effective Date: March 20, 2026 | Last Updated: March 20, 2026

At Anthony's Coal Fired Pizza, we take great pride in delivering high-quality, coal-fired food and an exceptional dining experience. Customer satisfaction is our top priority, and we stand behind the quality of every item we prepare. We understand that occasionally issues may arise, and this Refund Policy has been established to address those situations in a fair, transparent, and timely manner consistent with applicable United States consumer protection laws, including guidelines set forth by the Federal Trade Commission (FTC).

1. Eligibility Conditions for Refunds

Refund requests will be considered under the following circumstances:

• Incorrect Order: You received an item that was different from what you ordered.
• Food Quality Issues: The food item was undercooked, overcooked, spoiled, or otherwise did not meet reasonable quality standards at the time of delivery or pickup.
• Missing Items: One or more items included in your order were not delivered or provided.
• Allergen or Dietary Errors: A specific allergen-related or dietary modification request (documented at the time of ordering) was not honored, resulting in the preparation of an incorrect item.
• Damaged or Tampered Items: Food items arrived in a condition that clearly indicates damage, tampering, or improper handling during delivery.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a system or processing error.

Refunds are evaluated on a case-by-case basis. Approval of a refund request is not guaranteed and is subject to verification of the reported issue by our customer service team.

2. Timeframes for Refund Requests

To be eligible for a refund, you must contact us within the timeframes listed below:

Requests submitted outside these timeframes may not be eligible for a refund. We strongly encourage customers to inspect their orders promptly upon receipt.

3. Non-Refundable Items and Services

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

• Orders that have been fully consumed or substantially eaten before a complaint is raised.
• Changes of mind or personal taste preferences after an order has been prepared and/or delivered.
• Delays in delivery caused by third-party delivery services outside our direct control.
• Promotional, discounted, or complimentary items provided free of charge.
• Gift cards or store credit that have been fully or partially redeemed.
• Catering or large group orders canceled less than 48 hours before the scheduled fulfillment time (see Cancellation Policy below).
• Custom or specially prepared items made in strict accordance with a customer's specific instructions.
• Delivery fees charged by third-party platforms (e.g., DoorDash, Uber Eats, Grubhub). These fees are subject to each platform's respective refund policies.
• Tips or gratuities added to an order.

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

Follow these steps to submit a refund request:

1. Document the Issue: Take clear photographs or videos of the problem (e.g., incorrect item, damaged food, packaging issues). This documentation significantly speeds up the review process.
2. Gather Your Order Information: Locate your order confirmation number, receipt, or transaction ID, along with the date and time of your order.
3. Contact Us Directly: Reach out to our customer support team via one of the following methods:
   • Email: [email protected]
   • Website: anthonys-coalpizza.digital
4. Provide Required Information: In your refund request, include:
   • Your full name
   • Contact information (email address and/or phone number)
   • Order number or transaction ID
   • Date and time of the order
   • A detailed description of the issue
   • Supporting photographs or documentation (if applicable)
5. Await Confirmation: Our team will acknowledge receipt of your request within 1–2 business days and begin the review process.
6. Resolution: You will be notified of the outcome of your refund request within 3–5 business days of submission. If approved, refund processing will begin immediately.

5. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to reflect in your account depends on your original payment method:

Please be aware that processing times may vary depending on your financial institution. Anthony's Coal Fired Pizza is not responsible for delays caused by banks or payment processors once a refund has been initiated on our end.

6. Partial Refunds

In certain situations, a partial refund may be offered rather than a full refund. Partial refunds may apply when:

• Only a portion of the order was incorrect or unsatisfactory, and the remaining items were prepared correctly.
• The customer partially consumed an item before discovering an issue, and the issue did not affect the entire portion.
• A promotional discount or coupon was applied to the order, and the refund is adjusted to reflect the actual amount paid for the affected item.
• A catering or large order is partially canceled within the allowable cancellation window.

The amount of a partial refund will be determined based on the price of the specific item(s) affected, minus any applicable discounts. Our customer service team will communicate the refund amount clearly before processing.

7. Exchange Policy

Where feasible, Anthony's Coal Fired Pizza may offer an exchange or replacement in lieu of a monetary refund. An exchange or replacement item may be provided when:

• An incorrect item was delivered, and the correct item can be prepared and delivered within a reasonable timeframe.
• A food item does not meet quality standards and can be remade promptly.
• The customer is present at or near a restaurant location and the issue can be resolved in person.

Exchanges are subject to availability of menu items and location-specific operational capacity. If an exchange is not possible, a full or partial monetary refund will be offered instead. Customers may not exchange items for different menu items of a higher value without paying the price difference.

8. Cancellation Policy

Standard Orders (Online or In-Store)

For standard individual orders placed online or in-store:

• Cancellations must be made within 5 minutes of placing the order to be eligible for a full refund, as food preparation begins almost immediately.
• Orders already in preparation or marked as "In Progress" cannot be canceled and are not eligible for a refund due to a change of mind.
• If an order has not yet entered preparation and you contact us promptly, we will make every effort to accommodate your cancellation request.

Catering and Large Group Orders

For catering, event, or large group orders:

• More than 72 hours before scheduled fulfillment: Full refund available.
• 48–72 hours before scheduled fulfillment: 50% refund of the total order value.
• Less than 48 hours before scheduled fulfillment: No refund will be issued, as ingredients and preparation resources have already been allocated.

Pre-Orders and Scheduled Pickup

Pre-orders or scheduled pickup orders may be canceled for a full refund if cancellation is requested at least 1 hour before the scheduled pickup time. Cancellations made within 1 hour of the scheduled pickup time may not be eligible for a refund.

9. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, or if a disagreement arises regarding a transaction, the following dispute resolution process applies:

Step 1: Internal Review

Submit a formal written appeal to our customer service team at [email protected] with the subject line "Refund Dispute – [Your Order Number]." Include all relevant documentation and a detailed explanation of your concern. Our management team will conduct a secondary review within 5 business days.

Step 2: Good Faith Negotiation

If the internal review does not resolve the matter to your satisfaction, both parties agree to attempt to resolve the dispute through good faith negotiation. A designated representative from Anthony's Coal Fired Pizza will contact you directly to discuss a mutually acceptable resolution.

Step 3: Mediation

If good faith negotiation fails, either party may request voluntary mediation through a mutually agreed-upon mediator. The costs of mediation shall be shared equally between both parties unless otherwise agreed.

Step 4: Chargeback Process

If you believe you have been wrongfully charged and internal resolution has not been achieved, you retain the right to initiate a chargeback through your credit card issuer or bank in accordance with applicable banking regulations and the Fair Credit Billing Act (FCBA). Please note that initiating a chargeback without first attempting internal resolution may affect your ability to place future orders with Anthony's Coal Fired Pizza.

Governing Law

This Refund Policy and any disputes arising under it shall be governed by and construed in accordance with the laws of the United States and applicable state law. Consumer rights under the Federal Trade Commission Act and other applicable federal and state consumer protection statutes are fully preserved.

10. Consumer Rights Under U.S. Law

As a customer of Anthony's Coal Fired Pizza, you retain all rights afforded to you under applicable United States federal and state consumer protection laws, including but not limited to:

• The Federal Trade Commission Act, which prohibits unfair or deceptive trade practices.
• The Fair Credit Billing Act (FCBA), which provides protections for credit card billing errors and disputes.
• State-specific consumer protection statutes applicable to your location.

Nothing in this Refund Policy is intended to limit or waive any statutory rights to which you are legally entitled.

11. Policy Updates

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

12. Contact Information for Refund Requests

For all refund inquiries, requests, or questions regarding this policy, please contact our customer support team using the details below. We are committed to responding promptly and resolving your concerns as efficiently as possible.

When contacting us, please have your order number, transaction details, and any relevant documentation ready to expedite the resolution process. We value your business and appreciate the opportunity to make things right.