Refund Policy

Effective Date: April 9, 2026  |  Last Updated: April 9, 2026

1. Introduction

At Anthony's Coal Fired Pizza, we are committed to delivering an exceptional dining experience with every order. We take immense pride in the quality of our coal-fired pizzas and all menu items we prepare and serve. However, we understand that there may be occasions where a customer is not fully satisfied with their order, and we aim to address such situations fairly, promptly, and professionally.

This Refund Policy governs all refund, return, and cancellation requests made in connection with orders placed through our website, in-store, by phone, or through any authorized third-party delivery platform affiliated with Anthony's Coal Fired Pizza. This policy has been drafted in compliance with applicable United States consumer protection laws, including guidelines set forth by the Federal Trade Commission (FTC) Act and relevant state consumer protection statutes.

2. Contact Information

For all refund-related inquiries, complaints, or requests, please reach out to us using the following contact details:

3. Eligibility Conditions for Refunds

Not every order or situation may qualify for a refund. A refund request may be considered eligible under the following conditions:

• Incorrect Order: You received an item that is materially different from what you ordered (e.g., wrong toppings, wrong size, or entirely the wrong dish).
• Food Quality Issues: The food item was undercooked, overcooked, spoiled, or otherwise unfit for consumption at the time of delivery or pickup.
• Allergic or Dietary Violations: The order contained an ingredient that you specifically requested to be excluded due to a documented allergy or dietary restriction, and this omission was clearly stated at the time of ordering.
• Missing Items: One or more items included in your confirmed order were not delivered or provided at pickup.
• Duplicate Charges: You were charged more than once for the same order due to a technical or processing error.
• Order Not Delivered: Your delivery order was never received, and there is no confirmation of delivery to the correct address on file.
• Significant Delay: Your order was delivered significantly beyond the estimated time frame, resulting in the food being unsuitable for consumption.

4. Timeframes for Refund Requests

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

Refund requests submitted outside of these timeframes may not be honored. We strongly encourage customers to inspect their orders upon receipt and contact us immediately if any issues are identified.

5. Non-Refundable Items and Services

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

• Change of Mind: Refunds will not be issued simply because you changed your mind after placing and receiving your order.
• Consumed Orders: If a substantial portion of the order has already been consumed and the complaint is raised afterward, a full refund will not typically be granted.
• Customized Orders: Items that were specially prepared based on a customer's specific and unique customization requests are not eligible for a refund unless there is a verified error on our part.
• Third-Party Delivery Fees: Delivery fees charged by third-party platforms (e.g., DoorDash, Uber Eats, Grubhub) are not within our control and are non-refundable through Anthony's Coal Fired Pizza. Please contact the respective platform directly for their refund policies.
• Promotional or Discounted Items: Items purchased using a special promotion, discount code, or as part of a limited-time deal are non-refundable unless there is a verifiable quality issue.
• Gift Cards: Purchased gift cards are non-refundable and cannot be exchanged for cash.
• Tax Amounts: Applicable sales taxes collected at the time of purchase are non-refundable.
• Late Requests: Any refund request submitted beyond the eligible timeframes listed in Section 4 of this policy.

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

To request a refund, please follow the steps outlined below:

1. Step 1 – Gather Your Information: Before contacting us, have the following ready: your full name, order number or confirmation email, date and time of order, description of the issue, and any supporting evidence such as photographs of the item.
2. Step 2 – Contact Us: Send an email to [email protected] with the subject line: "Refund Request – [Your Order Number]". Alternatively, you may visit our website at anthonyspizzas.click to use any available contact or support forms.
3. Step 3 – Describe the Problem: In your message, provide a clear and detailed description of the issue you experienced. Attach any relevant photographs or screenshots that support your claim.
4. Step 4 – Await Confirmation: Our customer support team will send you an acknowledgment email within 1–2 business days of receiving your request.
5. Step 5 – Review and Assessment: Our team will review the details of your request, which may include verifying your order records, reviewing photographs, or consulting with the relevant team members. This process typically takes 2–5 business days.
6. Step 6 – Resolution: Once the review is complete, we will notify you of our decision via email. If your refund is approved, we will initiate the refund process using the original payment method. If your request is denied, we will provide an explanation and, where applicable, propose an alternative resolution.

7. Refund Processing Times by Payment Method

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

Please note that while we initiate refunds promptly upon approval, the time it takes for funds to appear in your account is subject to the policies of your bank or financial institution. Anthony's Coal Fired Pizza is not responsible for delays caused by your financial provider.

8. Partial Refunds

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

• Only a portion of the items in an order were missing or incorrect, while the remainder of the order was delivered accurately and in good condition.
• A food quality issue affected only one item out of a larger order.
• The customer accepted partial delivery and did not reject the entire order.
• A minor discrepancy or error was made that did not materially impact the majority of the order.
• A delay in delivery affected the quality of only certain temperature-sensitive items, while others remained acceptable.

The amount of a partial refund will be determined by our customer service team based on the specific circumstances of the complaint and the value of the affected items relative to the total order.

9. Exchange Policy

Given the perishable and freshly prepared nature of our food products, we do not offer direct food-for-food exchanges after an order has been prepared and dispatched. However, in situations where an incorrect or unsatisfactory item was provided, we may offer the following alternatives:

• Replacement Order: In verified cases of an incorrect or seriously defective order, we may offer to prepare and deliver or make available a replacement of the correct item at no additional charge, depending on availability and location.
• Store Credit: In lieu of a cash refund, we may offer store credit of equivalent or greater value that can be applied to a future order at Anthony's Coal Fired Pizza.
• Discount on Future Order: As a goodwill gesture, we may offer a discount code for a future order in cases where a full refund is not warranted but customer satisfaction is a concern.

All exchange or replacement decisions are made at the sole discretion of Anthony's Coal Fired Pizza management and are subject to availability and reasonable verification of the reported issue.

10. Cancellation Policy

We begin preparing your order as soon as it is confirmed, which means our cancellation window is limited. Please review the following cancellation guidelines:

10.1 Online Orders

Online orders may be cancelled within 5 minutes of placement, provided the order has not yet entered the preparation stage. To cancel an online order within this window, please contact us immediately at [email protected] or call our restaurant directly. Orders that have already entered the preparation or cooking phase cannot be cancelled.

10.2 In-Store or Phone Orders

In-store and phone orders may be cancelled only before food preparation has begun. Once the order is being prepared, cancellations will not be accepted and no refund will be issued.

10.3 Catering or Large Group Orders

For catering orders or large group reservations, cancellations must be made at least 48 hours in advance of the scheduled delivery or event date. Cancellations made within 24 hours of the scheduled event may be subject to a cancellation fee of up to 50% of the total order value. Cancellations made less than 12 hours before the event are non-refundable.

10.4 Cancellations by Anthony's Coal Fired Pizza

In the rare event that we are unable to fulfill your order due to circumstances beyond our control (e.g., unexpected closure, ingredient unavailability, or technical issues), you will be notified promptly and a full refund will be issued using the original payment method.

11. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request or believe that your complaint has not been handled appropriately, you have the right to escalate the matter through the following process:

11.1 Internal Escalation

In the first instance, please reply to our initial decision email and request that your case be escalated to a senior manager or supervisor. Escalated cases will be reviewed within 5 business days and you will receive a final written response from our management team.

11.2 External Dispute Resolution

If you remain unsatisfied after exhausting our internal escalation process, you may pursue the following external options:

• Federal Trade Commission (FTC): You may file a complaint with the FTC at www.ftc.gov or by calling 1-877-FTC-HELP (1-877-382-4357).
• State Consumer Protection Office: Depending on your state of residence, you may also contact your state's Attorney General or consumer protection agency to report unresolved disputes.
• Better Business Bureau (BBB): You may submit a complaint through the BBB at www.bbb.org.
• Credit Card Chargeback: If you paid by credit or debit card and believe you have been wrongfully charged, you may contact your card issuer to initiate a chargeback process. Please note that chargebacks should only be pursued after attempting to resolve the matter directly with us.

12. Chargebacks and Fraudulent Claims

Anthony's Coal Fired Pizza takes fraudulent refund claims and unjustified chargebacks seriously. If it is determined that a customer has submitted a false claim, misrepresented information, or initiated a chargeback without first contacting us in good faith, we reserve the right to:

• Dispute the chargeback with supporting documentation and order records.
• Refuse future orders from the customer.
• Take further action in accordance with applicable law if fraudulent activity is suspected.

13. Policy Updates

Anthony's Coal Fired Pizza reserves the right to update, modify, or revise this Refund Policy at any time. Any changes will be published on our website at anthonyspizzas.click with an updated effective date. Continued use of our services following any such changes constitutes your acceptance of the revised policy. We encourage you to review this policy periodically to stay informed of any updates.

14. Governing Law

This Refund Policy shall be governed by and construed in accordance with the laws of the United States of America, including applicable federal consumer protection regulations administered by the Federal Trade Commission (FTC). Any disputes arising from or relating to this policy that cannot be resolved through the dispute resolution process outlined above shall be subject to the jurisdiction of the competent courts of the applicable United States jurisdiction.

15. Contact Us

If you have any questions, concerns, or wish to initiate a refund request, please do not hesitate to contact our customer support team. We are here to help and are committed to ensuring your satisfaction.

This Refund Policy was last updated on April 9, 2026, and is effective as of the same date.