Refund Policy

Last Updated: April 10, 2026

1. Introduction

At Anthony's Coal Fired Pizza, we take immense pride in delivering an exceptional dining experience and high-quality, freshly prepared food to every customer. We understand that situations may arise where a refund or remedy is necessary, and we are committed to resolving such matters fairly, efficiently, and in accordance with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act.

This policy outlines the conditions under which refunds, exchanges, and cancellations are processed. Our goal is to ensure complete customer satisfaction while maintaining fair and transparent business practices.

2. Eligibility Conditions for Refunds

A refund request may be considered eligible under the following circumstances:

• Incorrect Order: You received an item or meal that does not match what you ordered.
• Missing Items: Part of your order was not included in your delivery or pickup bag.
• Food Quality Issues: The food received was spoiled, contaminated, undercooked, or otherwise not fit for consumption.
• Allergen Concerns: You received a dish containing an allergen that you clearly specified should be excluded at the time of ordering, and this caused a verifiable adverse reaction or concern.
• Duplicate Charges: Your payment method was charged more than once for the same order.
• Failed Delivery: Your delivery order was never received through no fault of your own, and confirmation of non-delivery has been established.
• Significant Preparation Errors: The order was substantially different from the menu description in a material way.

Refunds are evaluated on a case-by-case basis. Anthony's Coal Fired Pizza reserves the right to deny any refund request that does not meet the criteria outlined above or that appears to be fraudulent or abusive.

3. Timeframes for Refund Requests

To ensure your refund request is properly evaluated, all claims must be submitted within the following timeframes:

Requests submitted after these deadlines may not be eligible for a refund. We strongly encourage customers to inspect their order upon receipt and contact us as soon as any issue is identified.

4. Non-Refundable Items and Services

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

• Orders where the food has been substantially consumed (more than 50% eaten) prior to a complaint being raised.
• Customer-initiated changes in preference after the order has been prepared (e.g., changing your mind about a topping or dish you correctly received).
• Promotional, discounted, or complimentary items received as part of a special offer.
• Gift cards and store credit balances.
• Delivery fees charged by third-party delivery platforms (these are governed by those platforms' policies).
• Gratuities and service charges added to the order.
• Orders that were correctly prepared and delivered but where the customer provided an incorrect delivery address.
• Catering deposits where cancellation notice was provided less than 72 hours before the event.

5. How to Request a Refund

To submit a refund request, please follow these steps carefully:

1. Gather Your Information: Before contacting us, please have the following ready:
   • Your full name and contact information
   • Order number or transaction ID
   • Date and time of the order
   • A clear description of the issue
   • Photographic evidence (if applicable, such as for food quality or incorrect items)
2. Contact Us: Reach out to Anthony's Coal Fired Pizza using one of the following methods:
   • Email: [email protected]
   • Website: anthonyspizzas.rest
3. Submit Your Request: In your email or message, include the subject line "Refund Request – [Your Order Number]" and provide all the details collected in Step 1.
4. Await Confirmation: Our customer service team will acknowledge your request within 1–2 business days and may follow up with additional questions if needed.
5. Review and Decision: Once all information is received, our team will review your claim and notify you of the decision within 3–5 business days.
6. Refund Issuance: If approved, your refund will be processed according to the payment method used (see Section 6 below).

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes for funds to be returned depends on your original payment method:

7. Partial Refunds

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

• Only one or a few items in a multi-item order were incorrect, missing, or unsatisfactory, while the remainder of the order was correctly fulfilled.
• A food quality concern applies to a portion of the order but not the entire meal.
• The customer consumed a significant portion of the order before raising a complaint, indicating partial satisfaction.
• A catering order is partially canceled, affecting only some components of the overall arrangement.
• A delivery delay affected part of the order's quality or usability but not the entire order.

The amount of a partial refund will be determined based on the value of the affected items relative to the total order price. Our team will communicate the proposed partial refund amount to the customer for acknowledgment before processing.

8. Exchange Policy

In many cases, Anthony's Coal Fired Pizza may offer an exchange or replacement instead of a monetary refund. This option is particularly applicable in the following situations:

• Incorrect Order (Dine-In or Takeout): If you received the wrong item while dining in or picking up, we will prepare and deliver the correct item at no additional charge, provided the original item is returned or presented to the staff.
• Missing Items (Takeout/Delivery): Missing items may be re-prepared and made available for pickup, or a credit equivalent to the value of the missing item may be applied to your account for a future order.
• Customer Preference: If a customer prefers a replacement meal over a monetary refund, we will accommodate this where operationally feasible.

Exchanges are subject to the same eligibility conditions and timeframes as refund requests. Requests for exchanges must be made within 24 hours of the original order. We reserve the right to determine whether an exchange or a refund is the most appropriate remedy on a case-by-case basis.

9. Cancellation Policy

We understand that plans can change. Below is our cancellation policy for different types of orders:

9.1 Online and Phone Orders (Standard)

For standard online or phone orders (individual meals for pickup or delivery), cancellations are accepted under the following conditions:

• Cancellations made within 5 minutes of placing the order may be eligible for a full refund, provided the kitchen has not yet begun preparing the order.
• Once food preparation has commenced, cancellations will not be accepted and no refund will be issued for standard orders.
• To cancel an order, contact us immediately via phone or email with your order number.

9.2 Catering and Group Orders

Catering and large group orders require advance planning and resource allocation. Our cancellation policy for these orders is as follows:

• More than 7 days before the event: Full refund of any deposit paid.
• 3–7 days before the event: 50% of the deposit will be refunded.
• Less than 72 hours before the event: No refund will be issued; the full deposit amount will be forfeited.
• Day-of cancellation: No refund; any outstanding balance may still be due depending on the contractual arrangement.

9.3 Third-Party Delivery Platform Orders

If your order was placed through a third-party platform such as DoorDash, Uber Eats, or Grubhub, cancellations must be processed directly through those platforms. Anthony's Coal Fired Pizza does not control the cancellation or refund policies of third-party services, and we recommend reviewing those platforms' individual policies.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we encourage you to take the following steps to seek further resolution:

1. Internal Escalation: Contact us again and request that your case be escalated to a senior manager or the customer experience team. Please reference your original request number or email thread. We will review the case within 3 business days.
2. Written Formal Complaint: If escalation does not resolve your concern, submit a formal written complaint to our email address at [email protected] with the subject line "Formal Dispute – [Your Order Number]". We will respond within 7 business days.
3. Consumer Protection Resources: Customers in the United States have the right to file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or with their respective state's Attorney General's consumer protection office if they believe their consumer rights have been violated.
4. Credit Card Chargeback: You may contact your credit card issuer to dispute the charge if you believe a billing error has occurred. We request that you attempt to resolve the matter with us directly before initiating a chargeback, as this allows us to address the issue more efficiently and avoids unnecessary delays.
5. Mediation: For catering or large-order disputes involving significant amounts, both parties may agree to voluntary mediation through a mutually agreed-upon mediator. Mediation costs will be shared equally unless otherwise negotiated.

11. Policy for Third-Party Delivery Orders

Orders placed through third-party delivery services (such as DoorDash, Uber Eats, Grubhub, or other platforms) are partially governed by those platforms' own terms and conditions. In general:

• Issues arising from late delivery, driver conduct, or delivery platform errors should be reported directly to the respective platform.
• Issues arising from food preparation errors (wrong item, missing item, food quality) at the restaurant level should be reported to Anthony's Coal Fired Pizza directly.
• We will work cooperatively with third-party platforms to resolve issues where both parties share responsibility.
• Refunds processed through third-party platforms are subject to their respective timelines, which may differ from our own.

12. Modifications to This Policy

Anthony's Coal Fired Pizza reserves the right to update, modify, or revise this Refund Policy at any time. Changes will become effective upon posting to our website at anthonyspizzas.rest. We encourage customers to review this policy periodically to stay informed of any updates. Continued use of our services following any changes constitutes your acceptance of the revised policy.

13. Governing Law

This Refund Policy shall be governed by and construed in accordance with the laws of the United States of America and the applicable state laws of the jurisdiction in which the transaction occurred. Consumer rights under the Federal Trade Commission Act and applicable state consumer protection statutes are fully preserved and are not limited by the provisions of this policy.

14. Contact Information

For all refund requests, cancellations, exchanges, or inquiries related to this policy, please contact our customer service team using the information below. We are here to help and will respond to your inquiry as promptly as possible.

This Refund Policy was last reviewed and updated on April 10, 2026. Anthony's Coal Fired Pizza is committed to fairness, transparency, and exceptional customer service in all transactions.