Refund Policy

Effective Date: June 5, 2026 | Last Updated: June 5, 2026

1. Overview

At Anthony's Coal Fired Pizza, we are deeply committed to providing our customers with the highest quality food, exceptional service, and a dining experience that exceeds expectations. We understand that there are occasions when an order may not meet your expectations, and we take such matters seriously. This Refund Policy has been established to outline the terms and conditions under which refunds, exchanges, and cancellations are handled.

We comply with applicable consumer protection laws in the United States, including the Federal Trade Commission (FTC) Act, which prohibits unfair or deceptive practices in commerce, as well as applicable state laws governing food service and consumer rights. If you are a California resident, you may also have rights under the California Consumer Protection laws.

Our goal is to resolve every concern fairly, promptly, and professionally. If you are unsatisfied with any aspect of your order, we encourage you to contact us directly so we can work toward a resolution that satisfies you.

2. Eligibility Conditions for Refunds

Refund requests may be considered under the following circumstances:

• Incorrect Order: You received an item or order that is different from what was placed or confirmed at the time of purchase.
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food received did not meet reasonable quality standards, including but not limited to being undercooked, overcooked beyond edibility, or containing foreign objects.
• Allergic Reactions Due to Mislabeling: You experienced an allergic reaction caused by undisclosed ingredients that were not consistent with our published menu descriptions, provided you notified us of your allergy at the time of ordering.
• Delivery Not Received: You paid for a delivery order that was never received and no reasonable explanation or reattempt was made by the delivery service.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical or processing error.
• Canceled Orders: An order was canceled by Anthony's Coal Fired Pizza before preparation began, and your payment has not yet been returned.

To be eligible for a refund, the issue must be reported within the applicable timeframe described in Section 3 below. Claims made outside of this window may not be honored except under exceptional circumstances at our sole discretion.

3. Timeframes for Refund Requests

We have established the following timeframes for submitting a valid refund request. These timeframes are firm, and requests made outside of these windows may be denied:

We strongly recommend that you contact us as soon as possible after noticing an issue. Prompt notification helps us investigate your concern more effectively and increases the likelihood of a swift resolution.

4. Non-Refundable Items and Services

While we strive to be as accommodating as possible, certain items and circumstances are not eligible for refunds:

• Change of Mind: Refunds will not be issued simply because you changed your mind about a food item after it was prepared or delivered, as food items are perishable and cannot be resold once made.
• Consumed Items: If the majority of a food item has already been consumed before a complaint is filed, a refund will not typically be issued unless a legitimate quality or safety concern is identified.
• Customized Orders: Special or custom orders prepared according to specific customer requests (e.g., specific toppings, portion modifications) are non-refundable unless there was an error on our part in fulfilling those instructions.
• Promotional Items and Discounts: Items that were provided free of charge as part of a promotion or complimentary offering are not eligible for a monetary refund.
• Third-Party Delivery Fees: Delivery fees charged by third-party services (such as DoorDash, Uber Eats, Grubhub, etc.) are governed by those platforms' respective refund policies and are not refundable through Anthony's Coal Fired Pizza directly.
• Digital Gift Cards: Once a digital gift card has been purchased and the code has been delivered, it is non-refundable unless required by applicable state law.
• Catering Deposits: Deposits made to reserve catering services are non-refundable unless the cancellation is made within the timeframe specified in your catering agreement.

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

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

1. Document the Issue: Before contacting us, take clear photographs of the incorrect, missing, or unsatisfactory food item. Documentation helps us verify your claim and process your request more efficiently.
2. Gather Your Order Information: Have your order confirmation number, the date and time of the order, the name used for the order, and your payment method ready.
3. Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: coalfiredpizza-anthonys.digital
4. Provide Details: Clearly explain the nature of your complaint, including what was wrong with your order, how it differed from what was expected, and any relevant details (e.g., allergy notification made at time of order).
5. Submit Supporting Evidence: Attach any photographs or screenshots that support your claim. For billing disputes, attach a copy of your bank or credit card statement showing the transaction.
6. Await Confirmation: Our customer service team will acknowledge your request within 1–2 business days and provide an estimated resolution timeline.
7. Resolution: Once your claim has been reviewed and approved, we will notify you of the refund amount and processing method. If your request is denied, we will explain the reason in writing.

6. Refund Processing Times by Payment Method

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

Please note that while we process refunds on our end promptly, your financial institution may take additional time to post the credit to your account. Anthony's Coal Fired Pizza is not responsible for delays caused by your bank or payment processor.

7. Partial Refunds

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

• Only specific items within a larger order were incorrect or unsatisfactory, rather than the entire order.
• A food quality issue was reported after a portion of the item had already been consumed.
• A promotional discount was applied to the original order, and the refund reflects only the amount actually paid.
• A catering or large group order was partially fulfilled correctly, with only specific components requiring a refund.
• Delivery charges are excluded from the refunded amount when the issue pertains only to a specific food item rather than the delivery service itself.

The determination of whether a partial refund is appropriate is made at the discretion of our customer service team after review of all submitted information. We will always communicate transparently about the refund amount and reason for any deductions.

8. Exchange Policy

Anthony's Coal Fired Pizza will offer an exchange (replacement of an item) in lieu of or in addition to a monetary refund under the following conditions:

• The incorrect item was delivered and the correct item can be prepared and delivered within a reasonable timeframe.
• A food quality issue was identified and we are able to remake the item to your satisfaction without significant delay.
• You prefer a replacement rather than a refund and express this preference when submitting your complaint.

Exchanges are subject to availability and operational capacity at the time of the request. If an exchange is not feasible (e.g., it is late in the business day, the item is out of stock, or logistics do not permit redelivery), a monetary refund or store credit will be offered instead.

Please note that exchanges for in-store dining must be requested before leaving the restaurant and communicated directly to the serving staff or manager on duty.

9. Cancellation Policy

We understand that plans can change, and we will do our best to accommodate cancellation requests. However, because food preparation begins quickly after an order is placed, cancellations are subject to the following conditions:

9.1 Online and Delivery Orders

• Cancellations must be requested within 5 minutes of placing the order online, as preparation typically begins almost immediately upon receipt of the order.
• If cancellation is requested before preparation begins, a full refund will be issued.
• If preparation has already begun at the time of the cancellation request, the order cannot be canceled and a refund will not be issued.

9.2 Catering and Large Group Orders

• Catering cancellations made more than 72 hours before the scheduled event will receive a full refund of any deposit paid.
• Cancellations made between 24 and 72 hours before the event will receive a 50% refund of the deposit.
• Cancellations made less than 24 hours before the scheduled event are non-refundable, as ingredients, staffing, and preparation will have already been committed.

9.3 In-Store Orders

For dine-in orders, once food has been submitted to the kitchen, the order cannot be canceled. If an issue arises after the order is placed, please speak directly with the manager on duty, who has the authority to resolve the concern at the point of service.

10. Dispute Resolution Process

If you are dissatisfied with our response to your refund request, or if you believe your concern has not been adequately addressed, you have the following options for escalating the matter:

10.1 Internal Escalation

You may request that your case be reviewed by a senior member of our customer service or management team. To do so, reply to the email correspondence from our team and clearly state that you are requesting an escalated review. We commit to reviewing escalated cases within 3–5 business days.

10.2 Credit Card Chargebacks

If you paid by credit or debit card and you believe you are entitled to a refund that we have denied, you have the right to dispute the charge with your card issuer. Under the Fair Credit Billing Act (FCBA) and applicable card network rules, your issuer may conduct an independent investigation. We will cooperate fully with any chargeback investigation and provide all necessary documentation.

10.3 Third-Party Platforms

If your order was placed through a third-party delivery platform (e.g., DoorDash, Uber Eats, Grubhub), we recommend contacting that platform's customer support directly, as their refund policies and dispute resolution procedures may differ from ours.

10.4 Regulatory Complaints

You have the right to file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or with your state attorney general's consumer protection office if you believe your consumer rights have been violated.

10.5 Informal Mediation

In the event of an unresolved dispute that cannot be settled through internal escalation or chargeback, both parties agree to first attempt resolution through informal mediation before pursuing formal legal proceedings. Mediation requests should be submitted in writing to [email protected].

11. California Residents

If you are a California resident, you may have additional rights under the California Consumer Privacy Act (CCPA) as amended by the California Privacy Rights Act (CPRA), and under California's consumer protection statutes. These rights include the right to know what personal information is collected in connection with your refund request, the right to request deletion of such data, and the right to non-discrimination for exercising your privacy rights. For more information, please refer to our Privacy Policy available at coalfiredpizza-anthonys.digital.

12. Policy Updates

Anthony's Coal Fired Pizza reserves the right to modify or update this Refund Policy at any time. Any changes will be reflected on this page with a revised effective date. We encourage you to review this policy periodically to stay informed of your rights and our procedures. Continued use of our services following any update constitutes your acceptance of the revised policy.

13. Contact Information for Refund Requests

For all refund-related inquiries, please contact our customer support team using the information below. We are committed to responding to all inquiries promptly and professionally.

This Refund Policy was last reviewed and updated on June 5, 2026. Anthony's Coal Fired Pizza is committed to fair, transparent, and customer-first practices in all aspects of our service. Thank you for choosing us — your satisfaction is our priority.