Refund Policy

Effective Date: March 29, 2026 | Last Updated: March 29, 2026

1. Introduction

At Anthony's Coal Fired Pizza, we are committed to delivering an exceptional dining and ordering experience. We take great pride in the quality of our coal-fired pizzas, wings, and other menu items. However, we understand that issues can occasionally arise with food orders. This Refund Policy has been established to ensure fair and transparent handling of all refund and cancellation requests in accordance with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act and applicable state consumer protection statutes.

We encourage every customer to review their order carefully before submission, as the nature of freshly prepared food products creates inherent limitations on our ability to accept returns or issue refunds in all circumstances.

2. Eligibility Conditions for Refunds

We want every customer to be satisfied with their Anthony's Coal Fired Pizza experience. A refund may be issued under the following eligible conditions:

• Incorrect Order: You received a menu item that was different from what you ordered (e.g., wrong toppings, wrong size, wrong dish entirely).
• Missing Items: One or more items from your confirmed order were not included in your delivery or pickup order.
• Food Quality Issues: The food was demonstrably undercooked, overcooked, or in a condition that renders it unfit for consumption, as determined upon reasonable inspection at the time of receipt.
• Allergen Concerns: An item was prepared with an ingredient that you explicitly excluded due to a documented food allergy or dietary restriction noted at the time of ordering, and confirmation of the error can be reasonably established.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical or processing error.
• Failed Delivery: Your delivery order was never delivered and cannot be confirmed as delivered by our team or third-party delivery partner.
• Order Cancellation Within Eligible Window: Your cancellation request was submitted within the allowable timeframe as defined in Section 8 of this policy.

All refund requests are subject to review and verification by our customer service team. We reserve the right to request supporting documentation, including photographs of the received food, a description of the issue, and the order confirmation number.

3. Non-Refundable Items and Situations

Not all circumstances qualify for a refund. The following items and situations are generally not eligible for refunds:

• Orders where the food has been substantially consumed prior to the complaint being raised (more than 50% of the item consumed).
• Customer dissatisfaction based solely on personal taste preferences, as our menu items are prepared according to established recipes and standards.
• Orders that were correctly prepared per the customer's instructions but later found unsatisfactory due to a change in personal preference.
• Promotional, discounted, or complimentary items provided as part of a special offer or loyalty program.
• Delivery fees charged by third-party delivery services where the food itself was delivered correctly.
• Tips or gratuities added at the time of order.
• Refund requests submitted beyond the eligible timeframes outlined in Section 4.
• Orders that were cancelled after food preparation had commenced and the cancellation window had passed.
• Catering orders where the full order was accepted and served at the event without immediate complaint.

4. Timeframes for Refund Requests

Timeliness is essential when submitting a refund request, particularly for perishable food items. The following timeframes apply:

Requests submitted outside of these timeframes may be reviewed on a case-by-case basis, but Anthony's Coal Fired Pizza reserves the right to deny refund requests that are submitted late without reasonable justification.

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

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

1. Gather Your Information: Locate your order confirmation number, the date and time of your order, the specific items in question, and a clear description of the issue encountered.
2. Document the Issue: Where applicable, take clear photographs of the food item(s) in question, particularly if the complaint relates to food quality, incorrect items, or missing items. This documentation significantly supports your claim.
3. Contact Us: Reach out to our customer service team via email at [email protected] or visit our website at pizz-anthonys.click. Please use the subject line: "Refund Request – Order #[Your Order Number]".
4. Provide Details: In your message, include your full name, contact information, order number, the specific item(s) affected, a description of the problem, and any supporting photographs or documentation.
5. Await Confirmation: Our customer service team will acknowledge your request within 1–2 business days and may follow up with additional questions or requests for verification.
6. Resolution: Once your claim has been reviewed and approved, we will notify you of the refund decision and initiate the appropriate remedy — which may include a full refund, partial refund, or store credit depending on the nature of the issue.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time required to process and receive the refund will vary depending on the original payment method used:

Please note that processing times listed above reflect the time from our end. Your financial institution may require additional time to post the refund to your account. Anthony's Coal Fired Pizza is not responsible for delays caused by banks or payment processors beyond our control.

7. Partial Refunds

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

• Only a portion of the order was affected by an error (e.g., one item out of several was incorrect or missing).
• The food quality issue affected only part of the order, while the remainder was received satisfactorily.
• A food quality complaint is raised after a significant portion of the item has already been consumed.
• A cancellation is requested after food preparation has already begun, in which case a partial refund may be issued to cover any portion not yet prepared.
• A promotional discount was applied to the original order, and the refund will be calculated based on the actual amount paid rather than the full menu price.

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

8. Cancellation Policy

Due to the nature of freshly prepared, made-to-order food, our cancellation window is very limited. Please review the following cancellation terms carefully:

• Online and Phone Orders: Cancellations must be requested within 5 minutes of order placement and before food preparation has begun. Once our kitchen staff have started preparing your order, cancellations cannot be guaranteed.
• Catering Orders: Catering orders require a minimum of 48 hours' notice prior to the scheduled event date for a full cancellation refund. Cancellations made within 24–48 hours may be subject to a cancellation fee of up to 50% of the order total. Cancellations made less than 24 hours before the event are non-refundable.
• Pre-Paid Reservations: Where applicable, pre-paid reservation deposits are non-refundable unless the cancellation is made more than 72 hours in advance.

To cancel an order, contact us immediately at [email protected] or visit our website at pizz-anthonys.click. Please include your order number and contact details in all cancellation communications.

9. Exchange Policy

Given the perishable nature of food products, exchanges function differently from traditional retail exchanges. Anthony's Coal Fired Pizza will offer a replacement or re-preparation of an affected item in the following circumstances:

• The wrong item was delivered and the issue is reported immediately upon receipt (within 30 minutes for pickup; within 1 hour for delivery).
• An item was missing from the order and reported within the timeframe specified in Section 4.
• A confirmed food quality issue was identified, and a replacement item can be reasonably prepared and delivered or made available for pickup.

Where an exchange or replacement is not feasible due to timing, distance, or operational constraints, Anthony's Coal Fired Pizza will offer a full or partial refund or store credit equivalent to the value of the affected item(s) as an alternative remedy.

10. Dispute Resolution Process

If you are not satisfied with the resolution offered by our customer service team, or if your refund request has been denied and you believe the denial was made in error, you have the right to escalate your concern through the following process:

1. Internal Escalation: Request that your case be reviewed by a senior member of our customer service team or management. Send an email to [email protected] with the subject line "Escalation Request – Order #[Your Order Number]", clearly stating why you believe the initial decision should be reconsidered.
2. Written Complaint: Submit a formal written complaint to our business address. Our management team will review all written complaints within 10 business days and provide a written response.
3. Chargeback Through Your Bank: If you believe you were charged for goods or services not received or materially misrepresented, you have the right to initiate a chargeback through your financial institution. We encourage customers to first attempt resolution directly with us before pursuing this avenue.
4. FTC Complaint: Consumers in the United States who believe their consumer rights have been violated may file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov.
5. State Consumer Protection Agency: You may also contact your state's consumer protection office or attorney general's office for assistance with unresolved disputes.

We are committed to resolving all disputes fairly, promptly, and in good faith. We value every customer relationship and will make every reasonable effort to reach an amicable resolution.

11. Special Circumstances

Anthony's Coal Fired Pizza acknowledges that exceptional circumstances may arise that fall outside the standard parameters of this policy. In the event of:

• Natural disasters, severe weather events, or force majeure situations that affect delivery or order fulfillment, we will work with affected customers on a case-by-case basis to provide appropriate remedies.
• Technical failures on our website or ordering platform that result in duplicate charges, incorrect orders, or order processing errors, we will prioritize resolution and ensure affected customers are fully remedied.
• Health or safety concerns relating to food received from our establishment will be treated with the utmost priority. We ask that customers contact us immediately and, if necessary, contact local health authorities. We take all food safety reports seriously and will cooperate fully with any investigation.

12. Policy Updates

Anthony's Coal Fired Pizza reserves the right to amend or update this Refund Policy at any time. Any changes will be effective upon publication to our website at pizz-anthonys.click. Customers are encouraged to review this policy periodically to stay informed of any updates. Continued use of our services following the posting of changes constitutes your acceptance of such changes.

13. Contact Information for Refund Requests

For all refund requests, cancellations, order inquiries, or questions related to this policy, please contact our customer service team using the details below: