Refund Policy

Effective Date: April 28, 2026 | Last Updated: April 28, 2026

1. Introduction

At Anthony's Coal Fired Pizza, customer satisfaction is at the heart of everything we do. We are committed to delivering high-quality, freshly prepared food and an exceptional dining experience. However, we understand that there are occasions when a refund, exchange, or cancellation may be necessary. This Refund Policy has been established to ensure a fair, transparent, and straightforward process for all our valued customers.

This policy applies to all purchases made through our website (pizzas-anthonys.top), through third-party delivery platforms where applicable, and at our physical restaurant locations across the United States. All refund-related matters are governed by applicable United States federal consumer protection laws, including the Federal Trade Commission (FTC) Act, as well as applicable state consumer protection statutes.

If you have any questions about this policy, please contact us using the information provided at the end of this document before making a purchase.

2. Eligibility Conditions for Refunds

Anthony's Coal Fired Pizza will consider refund requests under the following circumstances:

• Incorrect Order: You received a food item that is different from what you ordered, and the error was made on our part.
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food received was in an unsatisfactory condition upon delivery or pickup, such as being severely undercooked, overcooked, or otherwise unfit for consumption due to preparation errors.
• Allergic or Dietary Violations: If you clearly communicated an allergy or dietary restriction at the time of ordering and we failed to accommodate it, resulting in an incorrect item being served, you may be eligible for a refund.
• Delivery Not Received: In cases of online or delivery orders where the order was confirmed and charged but was never delivered through no fault of your own.
• Duplicate Charges: If your payment method was charged more than once for the same order due to a technical error on our platform.

Refunds will not be issued in the following situations:

• You simply changed your mind after the order was prepared or delivered.
• The food was consumed or largely consumed before a complaint was submitted.
• You ordered an incorrect item and the order was prepared and delivered as specified.
• Delays caused by third-party delivery services beyond our control.
• Issues arising from incorrect delivery address information provided by the customer.

3. Timeframes for Refund Requests

To be eligible for a refund, you must submit your request within the following timeframes:

Requests submitted outside of these timeframes may not be honored. We strongly encourage customers to inspect their orders upon receipt and report any issues promptly.

4. Non-Refundable Items and Services

The following items and services are generally non-refundable:

• Gift Cards and Store Credits: Purchases of gift cards or any redeemed store credits are non-refundable and non-transferable.
• Promotional or Discounted Items: Items purchased as part of a limited-time promotion or at a discounted rate may not be eligible for a refund unless they are defective or incorrect.
• Delivery Fees: Applicable delivery and service fees are non-refundable, except in cases where the delivery was not fulfilled due to our error.
• Partially Consumed Meals: Food items that have been largely consumed are not eligible for a full refund.
• Special Event Reservations: Reservation fees or deposits for private events, parties, or special occasions are non-refundable within 48 hours of the event.
• Alcohol Purchases (where applicable): In jurisdictions where we serve alcohol, all alcohol purchases are final and non-refundable once poured or served, as required by applicable state liquor laws.

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

We have made our refund request process as simple and convenient as possible. Please follow these steps:

1. Step 1 — Contact Us Promptly: Reach out to Anthony's Coal Fired Pizza as soon as you identify an issue. You can contact us via:
   • Email: [email protected]
   • Website: pizzas-anthonys.top
   • In-person: Speak directly with a manager at our restaurant location
2. Step 2 — Provide Order Details: When submitting your request, please include the following information:
   • Your full name
   • Order number or confirmation number
   • Date and time of the order
   • Description of the issue you experienced
   • Photographs of the incorrect or unsatisfactory items (where applicable)
   • Your preferred method of refund (original payment method, store credit, etc.)
3. Step 3 — Review and Acknowledgment: Once we receive your request, our customer service team will review the details and acknowledge receipt within 1–2 business days.
4. Step 4 — Investigation: Our team will investigate the issue, which may include reviewing your order history, kitchen records, or delivery confirmation. This process typically takes 2–5 business days.
5. Step 5 — Resolution: Once the investigation is complete, we will notify you of our decision via email or phone. If approved, the refund will be processed using the method described in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund is approved, the time it takes to receive your funds will depend on your original payment method:

7. Partial Refunds

In certain circumstances, only a partial refund may be granted. These conditions include:

• Only one or a few items in a multi-item order were incorrect or unsatisfactory. In this case, only the affected items will be refunded.
• The food item was partially consumed before the issue was identified. A partial refund reflecting the unused portion may be granted at our discretion.
• An order was partially incorrect due to a specific customization that was not communicated clearly at the time of ordering.
• A promotional discount was applied to the order. The refund will reflect the amount actually paid, not the original menu price.

Partial refunds will be assessed on a case-by-case basis by our customer service team, and the final determination rests with Anthony's Coal Fired Pizza management.

8. Exchange Policy

Anthony's Coal Fired Pizza is pleased to offer order exchanges in lieu of refunds whenever possible. If you received an incorrect item or a food item that does not meet our quality standards, we encourage you to request an exchange before requesting a monetary refund.

Exchanges are subject to the following conditions:

• Exchange requests must be made within the same timeframe as refund requests (see Section 3).
• The replacement item must be of equal or lesser value than the original item ordered. If the replacement item is of greater value, the difference must be paid by the customer.
• For dine-in customers, exchanges are handled directly through our staff and management.
• For delivery and pickup orders, exchanges may be subject to the availability of our kitchen and logistical feasibility. In some cases, a store credit may be offered as an alternative.
• Exchanges are not available for items that were correctly prepared and delivered but disliked based on personal taste preference.

9. Cancellation Policy

We understand that plans can change. Our cancellation policy is as follows:

9.1 Standard Orders (Dine-In, Takeout, and Delivery)

• Orders may be cancelled without penalty within 5 minutes of placement, provided that food preparation has not yet begun.
• Once food preparation has commenced, the order cannot be cancelled, and no refund will be issued.
• If you need to cancel, please contact us immediately by phone or through the ordering platform.

9.2 Catering and Large Group Orders

• Cancellations must be submitted at least 48 hours before the scheduled order date and time to receive a full refund of any deposit paid.
• Cancellations made between 24 and 48 hours in advance will result in a 50% refund of the deposit.
• Cancellations made less than 24 hours before the scheduled time will result in no refund of the deposit, as ingredients and labor will have already been committed.

9.3 Online Advance Orders

• Online orders placed for a future date or time may be cancelled up to 2 hours before the scheduled pickup or delivery time for a full refund.
• Cancellations made within the 2-hour window may not be eligible for a refund if preparation has already begun.

10. Dispute Resolution Process

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

Step 1: Escalation to Management

If your initial refund request was denied or you disagree with the resolution offered, you may request to escalate your complaint to a senior manager or the customer service supervisor. Please email [email protected] with the subject line "Refund Dispute Escalation" and include all relevant order details and correspondence.

Step 2: Good Faith Negotiation

Both parties agree to attempt to resolve any dispute through good faith negotiation before pursuing formal legal remedies. We are committed to working with our customers to reach a fair and reasonable resolution.

Step 3: Consumer Protection Resources

If we are unable to reach a resolution through internal means, customers located in the United States may file a complaint with the following consumer protection authorities:

• Federal Trade Commission (FTC): www.ftc.gov — for general consumer protection issues.
• Your State Attorney General's Office: Most states offer consumer complaint portals through the Office of the Attorney General.
• Better Business Bureau (BBB): www.bbb.org — for business dispute resolution services.

Step 4: Chargeback Process

If you believe you were charged in error and we have been unable to resolve the matter, you retain the right to dispute the charge with your credit card issuer or bank under applicable US federal regulations governing electronic fund transfers (the Electronic Fund Transfer Act) and credit card billing disputes (the Fair Credit Billing Act). Please note that initiating a chargeback without first contacting us may delay the resolution process.

11. Third-Party Delivery Platforms

If your order was placed through a third-party delivery platform such as DoorDash, Uber Eats, Grubhub, or a similar service, please note that the refund and cancellation policies of that platform will apply to your transaction. Anthony's Coal Fired Pizza does not have direct control over the refund processes administered by third-party platforms.

We encourage customers to contact the respective delivery platform's customer support in the first instance for orders placed through those services. However, if the issue is related to the quality or accuracy of the food prepared by us, please also notify us directly so that we can investigate and take corrective action.

12. Policy Amendments

Anthony's Coal Fired Pizza reserves the right to update, modify, or revise this Refund Policy at any time. Any changes will be reflected on this page with a revised "Last Updated" date. 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. Contact Information

For all refund requests, cancellations, exchanges, or general inquiries related to this policy, please contact us using the following details: