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 pizzas and all menu items. This Refund Policy outlines the terms and conditions under which refunds, exchanges, and cancellations are processed. Please read this policy carefully before placing your order. By ordering from us — whether in-store, by phone, or through our website at anthonyscoal-pizz.digital — you acknowledge and agree to the terms described herein.

1. Our Commitment to Quality

We believe that every guest deserves a satisfying meal. If your experience does not meet our standard of quality, we want to make it right. Our refund policy is designed to be fair, transparent, and consistent with applicable consumer protection laws in the United States, including standards enforced by the Federal Trade Commission (FTC) under the FTC Act.

We encourage all customers to review their orders upon receipt and contact us promptly if there is an issue with their purchase. The sooner you reach out, the more effectively we can resolve your concern.

2. Eligibility Conditions for Refunds

A refund request may be eligible for approval under the following circumstances:

• You received the wrong item(s) compared to what you ordered.
• Your order arrived in a condition that was clearly inedible, significantly undercooked, or otherwise not prepared to a reasonable standard of food safety and quality.
• A significant portion of your order was missing at the time of delivery or pickup.
• You were charged an incorrect amount for your order.
• Your order was never delivered or was lost in transit through our delivery service.
• You experienced a confirmed technical error when placing an order through our website, anthonyscoal-pizz.digital, resulting in a duplicate charge or erroneous transaction.

2.1 Conditions That Do Not Qualify for Refunds

Refunds will generally not be issued in the following situations:

• You simply changed your mind about your order after it was prepared.
• You ordered the wrong item(s) and the order was prepared as requested.
• The complaint is based solely on personal taste preferences rather than a quality defect.
• More than 50% of the food item has been consumed prior to reporting a quality concern.
• The complaint is made more than 24 hours after the order was received.
• Dissatisfaction arising from delivery delays caused by third-party delivery platforms outside our control.

3. Timeframes for Refund Requests

To ensure your refund request can be properly evaluated, please adhere to the following timeframes:

Requests submitted outside these timeframes may be declined. We strongly encourage customers to inspect their orders immediately upon receipt and contact us as soon as possible if there is a concern.

4. Non-Refundable Items and Services

The following items and services are considered non-refundable under this policy:

• Gift Cards: Purchases of Anthony's Coal Fired Pizza gift cards are non-refundable and cannot be exchanged for cash, except where required by law.
• Promotional or Discounted Items: Items purchased as part of a limited-time promotion, coupon, or special discount may not be eligible for a monetary refund but may be exchanged or replaced.
• Catering Deposits: Deposits paid to secure catering or large group orders are non-refundable if the cancellation occurs within 48 hours of the scheduled event.
• Delivery Fees: Third-party delivery fees and service charges are non-refundable unless the order was never delivered due to our error.
• Customization Charges: Additional charges for special customizations or ingredient substitutions are non-refundable if the order was prepared as specified.
• Taxes and Government Levies: Applicable taxes collected on your order are non-refundable except in cases where the entire order is refunded.

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

Requesting a refund from Anthony's Coal Fired Pizza is straightforward. Please follow these steps:

1. Gather Your Order Information: Locate your order confirmation number, receipt, or proof of purchase. If applicable, take clear photographs of the item(s) in question.
2. Contact Us: Reach out to our customer service team using one of the contact methods listed at the end of this policy. Email is the preferred method for documentation purposes.
3. Provide Details: In your message or call, please include your full name, contact information, order number, date and time of order, a clear description of the issue, and any supporting photos if applicable.
4. Wait for Review: Our team will review your request and may follow up with additional questions. We aim to acknowledge all refund requests within 1 to 2 business days.
5. Receive a Decision: We will notify you of our decision via email or phone. If your refund is approved, we will confirm the refund amount and the expected processing timeline.
6. Refund Issued: Approved refunds will be processed using the original payment method wherever possible.

6. Refund Processing Times by Payment Method

Once a refund has been approved, processing times may vary depending on the payment method used at the time of purchase:

Please note that while we process refunds promptly on our end, your bank or financial institution may require additional time to reflect the credit in your account. Anthony's Coal Fired Pizza is not responsible for delays caused by third-party financial institutions.

7. Partial Refunds

In certain situations, a partial refund may be issued rather than a full refund. Partial refunds may apply when:

• Only one or a few items in a multi-item order were incorrect, missing, or unsatisfactory, and the remaining items were received correctly.
• A portion of the meal was consumed before the quality issue was identified.
• A delivery was partially completed (some items delivered, others missing).
• A promotional discount was applied to the original order, limiting the refundable amount.

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

8. Exchange Policy

Where a full or partial refund is not the most appropriate remedy, Anthony's Coal Fired Pizza may offer an exchange or replacement instead. Exchanges are subject to the following conditions:

• An exchange or replacement order will be offered when an item was prepared incorrectly or was missing from your order.
• Replacement items must be of equal or lesser value than the original item ordered, unless an upgrade is approved by our management.
• For in-store dining, exchanges are handled immediately by your server or our management team.
• For takeout and delivery orders, replacement items may be arranged for pickup at your nearest Anthony's Coal Fired Pizza location, subject to availability and operating hours.
• Exchanges are not available for items that have been substantially consumed.

9. Cancellation Policy

We understand that plans can change. Our cancellation policy is outlined below by order type:

9.1 Standard Orders (Takeout / Delivery)

Once a standard order has been placed and confirmed, preparation typically begins immediately. Cancellations are only accepted if the order has not yet entered the preparation stage. To cancel an order, please contact us immediately at [email protected] or by phone. If your order has already begun preparation, a cancellation may not be possible, and no refund will be issued.

9.2 Online Orders via anthonyscoal-pizz.digital

Online orders may be cancelled within 5 minutes of placement, provided preparation has not yet commenced. After this window, cancellations are subject to our standard order cancellation terms above.

9.3 Catering and Large Group Orders

• Cancellation with 72+ hours notice: Full refund of any deposit paid.
• Cancellation with 48 to 72 hours notice: 50% of the deposit will be refunded.
• Cancellation with less than 48 hours notice: No refund of the deposit will be issued.

All catering cancellations must be submitted in writing to [email protected] to be considered valid.

10. Orders Placed Through Third-Party Platforms

If your order was placed through a third-party delivery platform such as DoorDash, Uber Eats, Grubhub, or any other service, please be aware that:

• Refund and cancellation policies may differ depending on the platform's own terms of service.
• We encourage you to initiate your refund request directly with the third-party platform in the first instance.
• If the issue relates specifically to food quality prepared by Anthony's Coal Fired Pizza, you may also contact us directly, and we will do our best to assist in resolving your concern.
• Delivery fees charged by third-party platforms are outside our control and must be addressed directly with the respective platform.

11. Dispute Resolution Process

We are committed to resolving all refund-related disputes fairly and efficiently. If you are not satisfied with the outcome of your refund request, please follow the steps below:

1. Step 1 — Informal Resolution: Contact our customer service team at [email protected] and clearly explain your dissatisfaction with the initial decision. Provide any additional information or evidence that may support your claim. We will conduct a secondary review within 3 business days.
2. Step 2 — Management Review: If the concern remains unresolved after the initial customer service review, request escalation to our management team. Our management team will review the matter and respond within 5 business days.
3. Step 3 — Written Formal Complaint: If you are still unsatisfied after management review, you may submit a formal written complaint via email to [email protected] with the subject line "Formal Refund Dispute." We will respond within 10 business days with a final determination.
4. Step 4 — External Resolution: Should our internal dispute resolution process fail to produce an acceptable outcome, you retain the right to contact your bank or credit card issuer to initiate a chargeback process in accordance with your cardholder agreement. You may also file a complaint with the Federal Trade Commission (FTC) at ftc.gov or with the consumer protection authority in your state of residence.

12. Chargebacks and Payment Disputes

If you initiate a chargeback with your bank or credit card issuer without first contacting us and allowing us a reasonable opportunity to resolve the issue, we reserve the right to dispute the chargeback and provide evidence to your financial institution of the order fulfillment and our refund policy. We strongly encourage all customers to contact us directly before initiating a chargeback. This allows us to resolve matters more efficiently and without unnecessary financial processing delays.

13. Policy Modifications

Anthony's Coal Fired Pizza reserves the right to modify, update, or revise this Refund Policy at any time. Any changes will be effective immediately upon posting to our website at anthonyscoal-pizz.digital with an updated effective date. We encourage customers to review this policy periodically. Continued use of our services after any such changes constitutes your acceptance of the updated policy.

14. Contact Information for Refund Requests

For all refund requests, questions, or concerns relating to this policy, please contact us using the information below. Our customer service team is ready to assist you.

When reaching out, please have the following information ready to help us process your request as quickly as possible:

• Your full name
• Order number or receipt
• Date and time of the order
• Description of the issue
• Photos if applicable
• Your preferred resolution (refund, replacement, or store credit)