Refund Policy

Effective Date: April 19, 2026 | Last Updated: April 19, 2026

1. Introduction

At Anthony's Coal Fired Pizza, we are committed to delivering an exceptional dining experience with every order. Our coal-fired pizzas, wings, and other menu items are prepared fresh to order using high-quality ingredients. We take great pride in the quality and consistency of our food and services.

We understand that occasionally issues may arise with your order. This Refund Policy has been established to clearly define the circumstances under which refunds, exchanges, or credits may be issued, as well as the procedures for requesting them. This policy applies to all orders placed online through anthonyscoalpizzas.digital, via phone, through third-party delivery platforms where applicable, and in-store purchases.

This policy is governed by applicable United States federal and state consumer protection laws, including regulations enforced by the Federal Trade Commission (FTC) under the FTC Act.

2. Eligibility Conditions for Refunds

We want every guest to be fully satisfied with their experience. Refund requests will be considered under the following conditions:

• Incorrect Order: You received an item that is materially different from what you ordered (e.g., wrong toppings, wrong size, wrong item entirely).
• Food Quality Issues: The food was demonstrably undercooked, overcooked, or otherwise unacceptable due to a preparation error on our part.
• Missing Items: One or more items from your order were not included in your delivery or pickup order.
• Allergic Reactions or Dietary Violations: An item was prepared with an ingredient that you specifically requested to be excluded due to a documented allergy or dietary restriction, and this resulted in a verifiable issue.
• Duplicate Charges: You were charged more than once for the same transaction due to a technical or payment processing error.
• Order Cancellation Prior to Preparation: You successfully cancelled your order before it entered the preparation stage (see Section 8 for full Cancellation Policy).

To be eligible for a refund, you must contact us within the timeframes specified in Section 3 and provide the documentation outlined in Section 5. All refund determinations are made at the sole discretion of Anthony's Coal Fired Pizza management.

3. Timeframes for Refund Requests

Timely reporting is essential for us to investigate and resolve your concern effectively. Please adhere to the following timeframes:

Requests submitted outside of these timeframes may not be eligible for a refund. We reserve the right to decline refund requests that are submitted after the applicable reporting window has closed.

4. Non-Refundable Items and Services

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

• Orders that have already been consumed in full or largely consumed (beyond a reasonable sampling to identify a quality issue).
• Dissatisfaction based solely on personal taste preferences, where the order was prepared correctly and as described on the menu.
• Orders placed through third-party delivery platforms (e.g., DoorDash, Uber Eats, Grubhub) — refund requests for these orders must be submitted directly through the respective platform's customer support.
• Catering deposits or event fees once preparation has commenced.
• Gift cards and promotional vouchers once redeemed.
• Delivery fees charged by third-party services.
• Tip amounts added to orders.
• Orders where the customer provided incorrect delivery addresses and the food was delivered to the specified location.
• Delays caused by circumstances outside our control, including but not limited to severe weather, traffic conditions, or third-party delivery service delays.

5. How to Request a Refund (Step-by-Step)

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

1. Gather Your Information: Before contacting us, please have the following information ready:
   • Your full name and contact information
   • Order number or transaction ID
   • Date and time of the order
   • Name of the location where the order was placed (if applicable)
   • A clear description of the issue
   • Photographs of the food or packaging (if applicable and available)
2. Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: anthonyscoalpizzas.digital
3. Submit Your Request: In your communication, include your order details, a clear explanation of the problem, and any supporting evidence such as photos or screenshots of your receipt.
4. Receive Confirmation: Once your request is received, you will receive a confirmation acknowledgment within 1 to 2 business days.
5. Review and Decision: Our team will review your request and may contact you for additional information if necessary. A decision will be communicated to you within 3 to 5 business days of receiving your complete submission.
6. Resolution: If your refund is approved, it will be processed according to the timelines described in Section 6.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the processing time will depend on the original payment method used at the time of purchase:

Please note that while we process approved refunds promptly, the timing of when the credit actually appears in your account may be subject to your financial institution's internal processing procedures, which are outside of our control.

7. Partial Refunds

In some circumstances, a partial refund may be more appropriate than a full refund. Partial refunds may be issued in the following situations:

• Only one or a few items in a larger order were incorrect or missing, and the remainder of the order was satisfactory.
• A food quality issue was minor and did not affect the overall order experience significantly.
• A discount, coupon, or promotional offer was applied to the original order, and the refund amount will be calculated based on the actual amount paid.
• An order was partially consumed before a quality issue was identified.
• Catering or group orders where only a portion of the event or service did not meet the agreed-upon standards.

The determination of whether a partial or full refund is appropriate rests with Anthony's Coal Fired Pizza management. We will always strive to offer a fair and reasonable resolution.

8. Exchange Policy

In many cases, rather than issuing a monetary refund, we may offer to replace or exchange the affected item. Our exchange policy works as follows:

• Incorrect Items: If you received a wrong item, we will gladly prepare and deliver or make available for pickup the correct item at no additional cost, subject to availability.
• Quality Issues: If a quality issue is confirmed, we will offer to remake the affected item as our first course of action.
• Missing Items: Missing items will be prepared and made available for pickup or, where feasible, added to a future delivery order.

Exchanges are subject to the same reporting timeframes outlined in Section 3. Items must not have been fully consumed to qualify for an exchange. We reserve the right to offer a store credit instead of a remake if in-store exchange is not practical based on the circumstances.

9. Cancellation Policy

Orders placed through anthonyscoalpizzas.digital or by phone may be eligible for cancellation under the following conditions:

9.1 Online and Phone Orders

• Cancellations must be requested within 5 minutes of placing the order or before the order enters active preparation — whichever comes first.
• Once an order has entered the preparation stage, it cannot be cancelled and a refund will not be issued for cancelled requests made after this point.
• To cancel an order, please call the location directly or email us immediately at [email protected].

9.2 Catering and Large Group Orders

• Catering orders require a minimum of 48 hours advance notice for full cancellation and a full refund of any deposit paid.
• Cancellations made between 24 and 48 hours prior to the scheduled catering date may be subject to a cancellation fee of up to 50% of the total order value.
• Cancellations made less than 24 hours before the scheduled catering date are non-refundable.

9.3 Pre-Orders and Scheduled Future Orders

• Pre-orders scheduled for a future date may be cancelled up to 24 hours before the scheduled time for a full refund.
• Cancellations made less than 24 hours before a scheduled pre-order may be subject to a partial refund or store credit at the discretion of management.

10. Dispute Resolution Process

We genuinely hope that all refund and order concerns can be resolved directly and amicably through our customer service team. However, if you are not satisfied with our decision, the following dispute resolution process applies:

10.1 Internal Escalation

If you believe your refund request was not handled appropriately, you may request escalation to a senior manager or regional manager by clearly stating your request when contacting us at [email protected]. Please include your original case or reference number in all follow-up communications.

10.2 Chargeback and Payment Disputes

Under applicable United States consumer protection laws, including the Fair Credit Billing Act (FCBA) and regulations enforced by the Federal Trade Commission (FTC), you have the right to dispute a charge with your credit card issuer or bank. We encourage you to contact us first, as we are committed to resolving issues directly. If a chargeback is filed, we reserve the right to respond with all documentation related to your order and our communications.

10.3 Informal Mediation

If a dispute cannot be resolved through internal escalation, both parties agree to attempt to resolve the matter through good-faith informal mediation before pursuing any formal legal action.

10.4 Governing Law

This Refund Policy shall be governed by and construed in accordance with the laws of the United States and the applicable laws of the state in which the relevant transaction occurred. Any unresolved disputes shall be subject to the exclusive jurisdiction of the appropriate state or federal courts.

11. Contact Information for Refund Requests

For all refund-related inquiries, please contact Anthony's Coal Fired Pizza using the information below. Our customer support team is available to assist you and will respond within 1 to 2 business days.

12. Policy Updates

Anthony's Coal Fired Pizza reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on this page with a revised effective date. Your continued use of our services after any changes are posted constitutes your acceptance of the revised policy. We encourage you to review this page periodically to stay informed of any updates.