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 dishes and stand behind every item we serve. This Refund Policy outlines your rights and our procedures regarding refunds, exchanges, cancellations, and dispute resolution for orders placed through our website at anthonyscoalpizza.digital or directly at our locations.

Please read this policy carefully before placing your order. By placing an order with us — whether online, by phone, or in person — you agree to the terms described below. This policy is governed by applicable United States federal and state consumer protection laws, including the Federal Trade Commission Act (FTC Act).

1. Our Commitment to Customer Satisfaction

We believe that every guest deserves a meal they love. If something is not right with your order, we encourage you to reach out to us promptly. Our team is dedicated to making things right in a fair, transparent, and timely manner. While food items are perishable by nature and present unique considerations compared to retail products, we take every complaint and refund request seriously and evaluate each case individually.

2. Eligibility Conditions for Refunds

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

• Your order was incorrect — meaning you received items different from what you ordered.
• Your food was missing items that were charged on your receipt or order confirmation.
• Your food arrived in a condition that was clearly unsatisfactory (e.g., undercooked, burnt beyond reasonable coal-fired preparation standards, or contaminated).
• You experienced an allergic reaction or food safety issue directly attributable to an error on our part, provided it is reported promptly.
• Your online order was charged but not fulfilled or confirmed by our system.
• A duplicate charge occurred on your payment method for the same order.
• Your order was cancelled before preparation began (see Section 8 for Cancellation Policy).

All refund requests are subject to review and approval at the discretion of Anthony's Coal Fired Pizza management. We reserve the right to request supporting documentation, including photos of the food item(s) in question, proof of purchase, or order confirmation details.

3. Timeframes for Refund Requests

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

Requests submitted after these deadlines may not be honored, as the perishable nature of food makes it difficult to verify claims beyond a reasonable window of time. We strongly encourage customers to inspect their orders upon receipt and contact us immediately if any issue is identified.

4. Non-Refundable Items and Services

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

• Change of mind: Refunds are not issued simply because you changed your mind after placing or receiving an order.
• Customization errors by the customer: If you selected incorrect items, sizes, toppings, or options during checkout, we are not responsible for the resulting dissatisfaction.
• Third-party delivery issues: If your order was placed through a third-party delivery platform (e.g., DoorDash, Uber Eats, Grubhub), refund requests must be handled through that platform's own refund policy. Anthony's Coal Fired Pizza is not responsible for delivery delays, temperature issues, or damaged packaging caused by third-party couriers.
• Promotional or discounted items: Items purchased as part of a limited-time promotion, daily special, or at a discounted rate may be ineligible for refunds unless there is a clear product defect or error.
• Catering deposits: Non-refundable deposits paid to secure catering services or large group reservations are not refundable once processed, unless cancellation occurs within the timeframe outlined in Section 8.
• Gift cards and store credits: Gift cards are non-refundable and cannot be exchanged for cash once purchased.
• Consumed food without a documented complaint: If a meal has been substantially consumed before a complaint is filed, a refund will not be issued unless exceptional circumstances apply.

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

Follow these steps to submit a refund request:

1. Contact Us Promptly: Reach out to our customer service team as soon as possible after identifying the issue. You can contact us via email at [email protected] or by visiting our website at anthonyscoalpizza.digital.
2. Provide Your Order Information: Include your full name, order number or confirmation number, date and time of the order, and the name or location of the restaurant where the order was placed.
3. Describe the Issue: Clearly explain the nature of your complaint. Be as specific as possible — describe which items were affected, what was wrong, and how it impacted your experience.
4. Attach Supporting Evidence (if applicable): Where possible, include clear photographs of the food item(s) in question, packaging, or any documentation that supports your claim.
5. Specify Your Preferred Resolution: Let us know whether you are requesting a full refund, partial refund, store credit, or replacement order.
6. Wait for Our Response: A member of our team will review your submission and respond within 2 to 3 business days. We may follow up with additional questions to better understand your situation.
7. Resolution Notification: Once a decision has been made, we will notify you by email with the outcome and, if approved, the timeline for your refund or resolution.

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 depends on your original payment method:

Please note that processing times are estimates and may vary depending on your financial institution. Anthony's Coal Fired Pizza initiates refunds promptly upon approval, but we do not control how long your bank or payment processor takes to post the credit to your account.

7. Partial Refunds

In certain situations, a partial refund may be offered instead of a full refund. Partial refunds may apply in the following circumstances:

• Only one or a few items in a multi-item order were incorrect or unsatisfactory.
• The food quality issue affected part of the order but not the entire meal.
• The order was largely consumed, but a documented issue existed with a specific portion.
• A delivery was delayed but ultimately completed, and partial compensation is deemed appropriate.
• A promotional discount was already applied to the order, and the refund reflects the actual amount paid for the affected item(s).

The amount of any partial refund will be determined by management on a case-by-case basis and communicated clearly to the customer before processing.

8. Cancellation Policy

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

8.1 Standard Orders (Online and Phone Orders)

Orders may be cancelled and fully refunded if the cancellation request is submitted before preparation of your order has begun. Once your order has entered the preparation stage, cancellations are not accepted, and refunds will not be issued for the prepared items.

To cancel an order, contact us immediately by phone or email. We will do our best to accommodate last-minute requests but cannot guarantee cancellations once the kitchen has begun preparation.

8.2 Catering and Large Group Orders

For catering reservations, private events, or large group orders, the following cancellation terms apply:

• Cancellation 72 hours or more before the event: Full refund of any deposit paid, minus any administrative fees already incurred.
• Cancellation between 24 and 72 hours before the event: 50% of the deposit is refundable.
• Cancellation less than 24 hours before the event: No refund on the deposit. We may, at our discretion, offer a store credit for future use.

8.3 Online Pre-Orders

Online pre-orders may be cancelled up to 1 hour before the scheduled pickup or delivery time for a full refund. Cancellations requested within 1 hour of the scheduled time will not be eligible for a refund.

9. Exchange Policy

Due to the perishable and made-to-order nature of our food products, we generally do not offer direct exchanges. However, in cases where an incorrect item was delivered or a clear preparation error occurred, we may offer to:

• Prepare and send a replacement item at no additional charge (subject to availability and timing).
• Issue a store credit equivalent to the value of the affected item for use on a future order.
• Provide a complimentary item of equal or lesser value on your next in-store or online visit.

Exchange options are offered at the discretion of Anthony's Coal Fired Pizza management and are subject to the same verification requirements as refund requests. The offer of an exchange does not waive any other rights you may have under this policy.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we encourage you to follow the steps below:

10.1 Internal Escalation

Request to speak with or correspond directly with a senior manager or the customer experience team. You may do this by emailing [email protected] with the subject line "Refund Dispute – Escalation Request" and including your original case reference number.

10.2 Good Faith Negotiation

We commit to engaging in good faith discussions to reach a fair resolution. We ask that customers also approach disputes with openness and provide all relevant documentation to support their claims.

10.3 Chargeback Rights

You have the right to dispute a charge with your credit card issuer or bank if you believe a transaction was unauthorized or if a legitimate refund was denied. We respect your right to initiate a chargeback under applicable banking regulations. However, we encourage customers to exhaust our internal resolution process first, as chargebacks can be time-consuming and may delay resolution.

10.4 FTC and Consumer Protection Resources

As a consumer in the United States, you have rights under the Federal Trade Commission Act (FTC Act) and applicable state consumer protection laws. If you believe your consumer rights have been violated, you may file a complaint with the FTC at www.ftc.gov or contact your state's Attorney General's office.

10.5 Informal Mediation

If an internal resolution cannot be reached, both parties agree to attempt informal mediation through a neutral third party before pursuing any formal legal action. Mediation costs shall be shared equally unless otherwise agreed.

11. Changes to This Refund Policy

Anthony's Coal Fired Pizza reserves the right to update or modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website at anthonyscoalpizza.digital. We encourage you to review this page periodically. Continued use of our services after any changes constitutes your acceptance of the updated policy.

12. Contact Information for Refund Requests

For all refund inquiries, complaints, or questions about this policy, please contact us using the information below. We are here to help and committed to resolving your concern as quickly as possible.

This Refund Policy was last updated on April 20, 2026 and applies to all orders placed through anthonyscoalpizza.digital and participating Anthony's Coal Fired Pizza locations. This policy does not affect any statutory rights you may have under applicable United States federal or state law.