Refund Policy

Effective Date: June 4, 2026 | Last Updated: June 4, 2026

1. Overview

At Anthony's Coal Fired Pizza, we are committed to delivering an exceptional dining experience and ensuring complete customer satisfaction with every order. We take great pride in the quality of our coal-fired pizzas, entrees, and other menu offerings. However, we understand that there may be occasions where a refund, exchange, or order correction is necessary.

This Refund Policy outlines the terms and conditions under which refunds, credits, and exchanges are granted. By placing an order with Anthony's Coal Fired Pizza — whether online, by phone, or in person — you agree to the terms set forth in this policy. This policy is governed by applicable United States federal and state consumer protection laws, including guidelines established by the Federal Trade Commission (FTC) under the FTC Act.

2. Eligibility Conditions for Refunds

Refund requests will be considered under the following conditions:

• Incorrect Order: You received an item that is different from what you ordered (wrong pizza toppings, wrong size, wrong menu item).
• Missing Items: One or more items from your order were not included in your delivery or takeout bag.
• Food Quality Issues: The food was undercooked, overcooked, spoiled, or otherwise unacceptable in quality at the time of receipt.
• Allergic Reactions or Dietary Concerns: An item contained an ingredient that was specifically requested to be excluded and clearly documented on the order, resulting in a dietary or allergy issue.
• Duplicate Charges: You were charged more than once for the same order due to a technical or processing error.
• Order Not Delivered: Your delivery order was never received within the stated delivery window and no reasonable attempt was made by the delivery service.
• Significant Delivery Delay: Your order arrived in an unreasonably late condition that substantially degraded the quality of the food.

Refunds are evaluated on a case-by-case basis. Anthony's Coal Fired Pizza reserves the right to decline refund requests that do not meet the eligibility criteria described above or that appear to be fraudulent, abusive, or in bad faith.

3. Timeframes for Refund Requests

To ensure a fair and timely resolution, all refund requests must be submitted within the following timeframes:

Refund requests submitted outside of these timeframes may not be honored at the discretion of Anthony's Coal Fired Pizza management.

4. Non-Refundable Items and Services

The following items and circumstances are generally not eligible for a refund:

• Change of Mind: Orders that have already been prepared or delivered where the customer simply changed their mind or preference.
• Partially Consumed Items: Food items that have been substantially consumed before a complaint is raised, unless the complaint relates to a quality defect discovered upon consumption.
• Promotional and Discounted Items: Items purchased as part of a limited-time promotion or at a discounted rate may be subject to restricted refund eligibility.
• Gift Cards and Store Credits: Purchased gift cards and redeemed store credits are non-refundable and non-transferable.
• Customized Orders: Heavily customized menu items made according to specific customer instructions that were correctly prepared as requested.
• Third-Party Delivery Fees: Delivery fees charged by third-party platforms (e.g., DoorDash, Uber Eats, Grubhub) are subject to those platforms' own refund policies and are not refunded directly by Anthony's Coal Fired Pizza.
• Service Charges and Tips: Gratuities and service charges added to the bill are non-refundable once the service has been rendered.

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

If you believe you are entitled to a refund, please follow the steps below to submit your request:

1. Step 1 — Gather Your Information: Collect your order confirmation number, receipt, or proof of purchase. Take clear photographs of the food item(s) in question if applicable (e.g., wrong item, quality issue, missing ingredient).
2. Step 2 — Contact Us Promptly: Reach out to us within the applicable timeframe outlined in Section 3 using one of the following methods:
   • Email: [email protected]
   • Website: coalfiredpizza-anthonys.rest
   • In-Person: Speak directly with a manager at the restaurant location where your order was placed.
3. Step 3 — Provide Details: Clearly describe the issue with your order. Include the following information in your request:
   • Full name and contact information
   • Order number or receipt number
   • Date and time of order
   • Description of the problem
   • Photographs or supporting evidence (if applicable)
   • Your preferred resolution (refund, replacement, or store credit)
4. Step 4 — Review and Response: Our customer service team will acknowledge your request within 1–2 business days and may follow up to request additional information or clarification.
5. Step 5 — Resolution: Once your refund request has been reviewed and approved, we will notify you of the outcome and initiate the appropriate resolution (refund, replacement, or store credit) within the timeframe specified in Section 7 below.

6. 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 from a multi-item order were found to be incorrect, missing, or of unacceptable quality, while the rest of the order was satisfactory.
• The customer consumed a portion of a meal before discovering an issue, and the reported problem pertains only to part of the order.
• An order arrived late, but the food quality was still acceptable — a partial refund or delivery credit may be offered as a goodwill gesture.
• A promotional discount or coupon was applied to the order, and only the proportional value of the affected item(s) is eligible for refund.

The amount of a partial refund will be calculated based on the individual price of the affected item(s), minus any applicable discounts or promotions already applied to the order.

7. Refund Processing Times by Payment Method

Once a refund has been approved, processing times vary depending on the original payment method used:

Anthony's Coal Fired Pizza is not responsible for delays caused by financial institutions, card networks, or third-party payment processors. If you have not received your refund within the stated timeframe, we recommend contacting your bank or card issuer before reaching out to us.

8. Exchange Policy

In many cases where a refund is requested due to an incorrect or unsatisfactory order, Anthony's Coal Fired Pizza may offer a food replacement as an alternative to a monetary refund. Exchanges and replacements are subject to the following conditions:

• The request for a replacement must be made within the applicable timeframe outlined in Section 3.
• Replacement items will be prepared fresh and dispatched as quickly as possible, subject to kitchen availability and operating hours.
• For delivery orders, a replacement item will be re-delivered at no additional delivery charge if the error was made on our part.
• Replacement items cannot be exchanged for items of greater value than the original item ordered unless the customer pays the difference.
• Replacements are offered at the discretion of Anthony's Coal Fired Pizza management and are not guaranteed in every case.

Where a replacement is offered and accepted by the customer, no additional monetary refund will be issued for the same item.

9. Cancellation Policy

We understand that plans can change. The following cancellation terms apply to orders placed with Anthony's Coal Fired Pizza:

9.1 Standard Online and Phone Orders

• Orders may be cancelled free of charge if the cancellation is requested within 5 minutes of placing the order, before the kitchen has begun preparation.
• Once the kitchen has begun preparing the order, cancellations may not be accepted, and the order will be charged in full.
• To cancel an order, please call the restaurant location directly or use the contact options listed in Section 10 as soon as possible.

9.2 Catering and Large Group Orders

• Catering orders may be cancelled with a full refund if the cancellation is made at least 72 hours (3 days) before the scheduled event or delivery date.
• Cancellations made between 24 and 72 hours before the scheduled event will be subject to a cancellation fee of up to 50% of the total order value.
• Cancellations made less than 24 hours before the scheduled event will not be eligible for a refund, as ingredients and staffing will already have been arranged.

9.3 Third-Party Platform Orders

For orders placed through third-party food delivery platforms (e.g., DoorDash, Uber Eats, Grubhub), cancellations and refunds are subject to the policies of those respective platforms. Anthony's Coal Fired Pizza cannot guarantee or process refunds for orders placed through third-party services.

10. Dispute Resolution Process

If you are unsatisfied with the resolution provided by our standard customer service process, Anthony's Coal Fired Pizza offers the following escalation path for dispute resolution:

10.1 Internal Escalation

Request to have your complaint reviewed by a senior manager or the restaurant's general manager. You can do this by emailing [email protected] with "Escalation Request" in the subject line. A senior representative will respond within 3–5 business days.

10.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute charges with your credit card issuer or bank if you believe you have been incorrectly charged. We encourage you to contact us first to resolve the matter before initiating a chargeback, as this typically leads to faster resolution. However, your rights under applicable federal and state law, including those enforced by the Federal Trade Commission (FTC), are not waived by this policy.

10.3 Consumer Protection Agencies

If you believe your consumer rights have been violated, you may contact the following agencies for assistance:

• Federal Trade Commission (FTC): www.ftc.gov
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your applicable state Attorney General's Consumer Protection Division

10.4 Informal Resolution

Before pursuing any formal legal action, both parties agree to attempt to resolve any dispute informally by contacting Anthony's Coal Fired Pizza directly and providing a written description of the complaint. We will endeavor to address and resolve all legitimate complaints in a fair and timely manner.

11. Store Credit as an Alternative

In cases where a full monetary refund is not applicable but a goodwill gesture is warranted, Anthony's Coal Fired Pizza may offer store credit as a resolution. Store credit may be applied toward future orders at any participating Anthony's Coal Fired Pizza location. Store credit:

• Has no expiration date unless otherwise specified at the time of issuance.
• Is non-transferable and cannot be exchanged for cash.
• Cannot be combined with certain promotional offers.
• Will be issued in the amount of the eligible refund value.

12. Policy for Third-Party Delivery Orders

When your order is placed through a third-party delivery service (such as DoorDash, Uber Eats, Grubhub, or similar platforms), please note the following:

• Refund requests for third-party orders should first be directed to the relevant third-party platform's customer support.
• Anthony's Coal Fired Pizza may work cooperatively with these platforms to resolve legitimate quality or order accuracy complaints.
• Delivery errors caused by the third-party delivery driver (e.g., late delivery, dropped items) are the responsibility of the delivery platform.
• Errors in food preparation that originate from our kitchen will be addressed directly by Anthony's Coal Fired Pizza.

13. Amendments to This Policy

Anthony's Coal Fired Pizza reserves the right to update, modify, or amend this Refund Policy at any time without prior notice. Changes will be effective immediately upon posting to coalfiredpizza-anthonys.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.

14. Contact Information for Refund Requests

For all refund requests, questions about this policy, or concerns about your order, please contact us using the information below: