Refund Policy

At Anthony's Coal Fired Pizza, we are committed to delivering an exceptional dining experience with every order. We understand that situations may arise where a refund or exchange is necessary. This Refund Policy outlines your rights and our procedures for handling refund requests in a fair, transparent, and timely manner. Please read this policy carefully before placing an order through our website at anthonyscoal-pizza.top or at any of our locations.

By placing an order with Anthony's Coal Fired Pizza, you agree to the terms outlined in this Refund Policy. This policy applies to all purchases made online, by phone, or in person, and is governed by applicable United States consumer protection laws, including guidelines set forth by the Federal Trade Commission (FTC) under the FTC Act.

1. Our Commitment to Customer Satisfaction

Anthony's Coal Fired Pizza takes pride in the quality of our food, ingredients, and service. Our coal-fired cooking process is designed to produce consistently delicious results. However, we recognize that errors can occur, and we are dedicated to making things right when they do. Customer satisfaction is our top priority, and we handle every refund request with care and professionalism.

If you are not fully satisfied with your order, we encourage you to reach out to us as soon as possible so we can work toward a resolution. Our team reviews all concerns individually and makes decisions based on the specific circumstances of each case.

2. Eligibility Conditions for Refunds

Refunds may be issued under the following circumstances:

• Incorrect Order: You received an item that is different from what you ordered.
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food was undercooked, overcooked, or otherwise prepared in a manner that does not meet reasonable quality standards.
• Allergic Reactions Due to Mislabeling: You experienced an adverse reaction due to an ingredient that was not disclosed or was incorrectly listed on our menu.
• Spoiled or Contaminated Food: The food arrived in a condition that was clearly unfit for consumption.
• Duplicate Charges: Your payment method was charged more than once for the same order.
• Failed Online Transactions: Payment was processed but your order was not confirmed or fulfilled.

To be eligible for a refund, you must contact us within the applicable timeframe (see Section 3) and provide supporting information such as photos, a description of the issue, and your order confirmation number.

3. Timeframes for Refund Requests

We ask that all refund requests be submitted within the following timeframes to ensure we can investigate the matter properly:

Requests submitted after these deadlines may not be eligible for a refund. We reserve the right to make exceptions on a case-by-case basis at our sole discretion.

4. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds. These include, but are not limited to:

• Orders where personal taste preferences are the reason for dissatisfaction (e.g., the food was prepared correctly but you did not enjoy the flavor).
• Customized or specially prepared items that were made according to your specific instructions.
• Catering deposits once the event preparation has begun.
• Gift cards and promotional vouchers once they have been redeemed or used.
• Third-party delivery fees charged by delivery platforms such as DoorDash, Uber Eats, or Grubhub. These must be disputed directly with the respective platform.
• Orders that have been fully consumed before a complaint is raised, except in cases of documented food safety concerns.
• Complimentary or free items provided as part of a promotion or goodwill gesture.

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

To submit a refund request, please follow these steps:

1. Gather Your Information: Locate your order confirmation number, receipt, or transaction ID. Take clear photos of the issue if applicable (e.g., wrong item, poor quality, missing item).
2. Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: anthonyscoal-pizza.top
3. Provide Details: In your message, include:
   • Your full name
   • Order confirmation number or receipt number
   • Date and time of the order
   • A clear description of the issue
   • Photos or supporting documentation (if applicable)
   • Your preferred resolution (refund, replacement, store credit)
4. Await Confirmation: Our team will acknowledge your request within 1–2 business days and may follow up with additional questions.
5. Review and Decision: We will review your claim and notify you of our decision within 3–5 business days of receiving all required information.
6. Refund Issuance: If your refund is approved, it will be processed according to the timeframes listed in Section 6 below.

6. Refund Processing Times by Payment Method

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

Please note that while we process refunds promptly on our end, your financial institution may require additional time to post the funds to your account. Anthony's Coal Fired Pizza is not responsible for delays caused by third-party banks or payment processors.

7. Partial Refunds

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

• Only a portion of your order had a quality issue or was incorrect.
• Some items were consumed before the issue was reported.
• The complaint relates to a minor defect that does not justify a full refund.
• A discount, coupon, or promotional code was applied to the original order.
• A catering order was partially prepared or partially delivered before cancellation.

The amount of a partial refund will be determined based on the value of the affected items and the specific nature of the complaint. Our team will communicate the partial refund amount clearly before processing.

8. Exchange Policy

In many cases, we prefer to offer a replacement or exchange rather than a monetary refund, particularly for food quality or incorrect order issues. Here is how our exchange policy works:

• In-Store Exchanges: If you are dining in or have picked up your order, you may return the incorrect or unsatisfactory item to our staff immediately. We will prepare a replacement as quickly as possible at no additional charge.
• Delivery Exchanges: For delivery orders, we will offer to send a replacement item with your next order or provide a store credit equivalent to the value of the affected item.
• Time Limit for Exchanges: Exchange requests must be made within 2 hours of receiving your order.
• Condition Requirement: For in-store exchanges, the item must be returned in its original packaging and must not have been substantially consumed.

Anthony's Coal Fired Pizza reserves the right to decline an exchange if the issue is determined to be a matter of personal preference rather than an error on our part.

9. Cancellation Policy

We begin preparing your food shortly after your order is confirmed, so our cancellation window is limited. Please review the following cancellation guidelines:

9.1 Online and Phone Orders

• Orders may be cancelled for a full refund within 5 minutes of placement, provided preparation has not yet begun.
• After 5 minutes, cancellations may not be accepted, and no refund will be issued unless there is a documented error on our part.
• To cancel an order, contact us immediately at [email protected] or via the website.

9.2 Catering and Large Group Orders

• Catering orders must be cancelled at least 72 hours (3 days) before the scheduled event date to receive a full refund of any deposit paid.
• Cancellations made between 24 and 72 hours before the event will receive a 50% refund of the deposit.
• Cancellations made less than 24 hours before the event are non-refundable.
• If Anthony's Coal Fired Pizza must cancel a catering order due to unforeseen circumstances, a full refund of all payments will be issued.

9.3 Scheduled Pickup Orders

• Scheduled pickup orders may be cancelled up to 30 minutes before the scheduled pickup time for a full refund.
• Cancellations made less than 30 minutes before the scheduled pickup time will be reviewed individually.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we encourage you to escalate the matter through the following steps:

Step 1: Internal Escalation

Request that your case be reviewed by a senior member of our management team. You can do this by replying to your original email correspondence and clearly stating that you wish to escalate the matter. We will assign a manager to review your case within 2 business days.

Step 2: Written Formal Complaint

If you remain unsatisfied after Step 1, you may submit a formal written complaint to our email address at [email protected] with the subject line "Formal Refund Dispute." Our team will respond within 5 business days with a final written decision.

Step 3: External Dispute Resolution

If the matter remains unresolved, you may contact the following external bodies:

• Federal Trade Commission (FTC): File a consumer complaint at www.ftc.gov or call 1-877-382-4357.
• Better Business Bureau (BBB): Submit a complaint at www.bbb.org.
• Your State Attorney General's Office: Contact your local state consumer protection division for assistance with unresolved disputes.
• Credit Card Chargeback: If you paid by credit card and believe you were charged incorrectly, you may contact your card issuer to initiate a chargeback process. We encourage customers to contact us first before initiating a chargeback, as this helps us resolve the issue more efficiently.

Anthony's Coal Fired Pizza is committed to good-faith resolution of all customer disputes and will cooperate fully with any legitimate external review process.

11. Chargebacks and Fraudulent Claims

We take fraudulent refund requests very seriously. Any customer found to be making false or exaggerated claims in order to obtain refunds may be subject to the following actions:

• Permanent suspension of their account on our platform.
• Refusal of future orders.
• Reporting to relevant consumer protection authorities.

We reserve the right to dispute any chargeback that we believe to be fraudulent or unwarranted and will provide all relevant documentation to the payment processor or financial institution involved.

12. Modifications to This Policy

Anthony's Coal Fired Pizza reserves the right to modify, update, or revise this Refund Policy at any time. Changes will be posted on our website at anthonyscoal-pizza.top with an updated effective date. Continued use of our services following any changes constitutes your acceptance of the revised policy. We recommend reviewing this page periodically to stay informed of any updates.

13. Contact Information for Refund Requests

For all refund-related inquiries, please contact us using the information below. Our customer support team is ready to assist you and aims to respond to all inquiries promptly.

This Refund Policy was last updated on April 22, 2026, and is effective as of the same date. This policy is governed by the laws of the United States and applicable state consumer protection regulations.