Refund Policy

Effective Date: April 2, 2026 | Last Updated: April 2, 2026

1. Overview

At Anthony's Coal Fired Pizza, we are deeply committed to providing our customers with the highest quality food and dining experience. We take great pride in our coal-fired cooking tradition and the quality of every dish we serve. We understand, however, that there may be occasions where an order does not meet your expectations or circumstances require a cancellation or refund.

This Refund Policy outlines the terms and conditions under which Anthony's Coal Fired Pizza will issue refunds, exchanges, or credits for food orders, catering services, and any other purchases made through our website at pizz-anthonys.rest or at our physical restaurant locations. This policy is governed by applicable United States federal and state consumer protection laws, including relevant provisions of the Federal Trade Commission (FTC) Act.

2. Eligibility Conditions for Refunds

We want every customer to be satisfied with their experience. A refund or store credit may be issued under the following eligible circumstances:

• Incorrect Order: You received an item or dish that differs materially from what you ordered (e.g., wrong pizza toppings, wrong size, wrong item entirely).
• Food Quality Issues: The food received was of unsatisfactory quality, undercooked, overcooked beyond reasonable tolerance, or otherwise did not meet acceptable food safety or quality standards.
• Missing Items: Part of your order was missing upon delivery or pickup and was not provided.
• Allergen Concerns: You were served food containing an allergen that you clearly specified you could not consume at the time of ordering, and the error was on our part.
• Order Not Received: Your delivery order was never received despite being confirmed and charged.
• Duplicate Charges: You were charged more than once for the same order due to a payment processing error.
• Cancelled Orders: Your order was cancelled by Anthony's Coal Fired Pizza due to operational reasons, ingredient unavailability, or technical issues on our end.

Refunds will not be considered eligible under the following circumstances:

• You simply changed your mind after the order was confirmed and food preparation had begun.
• You provided an incorrect delivery address, and the order was delivered to the stated address.
• The dissatisfaction is based solely on personal taste preference and not on a legitimate quality or accuracy concern.
• The complaint is made after the applicable refund request timeframe has passed.
• You consumed the majority of the food before making a complaint.

3. Timeframes for Refund Requests

To be considered for a refund, you must contact us within the following timeframes:

Requests submitted outside these timeframes may be reviewed on a case-by-case basis at our sole discretion, but we cannot guarantee approval for late submissions.

4. Non-Refundable Items and Services

The following items and services are generally non-refundable:

• Consumed food items: Any food that has been substantially eaten or consumed is not eligible for a refund.
• Gift cards and promotional credits: Gift cards, vouchers, and promotional discount codes are non-refundable and cannot be exchanged for cash.
• Customized specialty orders: Items that were made-to-order with specific custom requests that deviated from standard menu offerings may not be eligible for refunds unless a clear error was made on our part.
• Delivery fees: Third-party delivery fees charged by external platforms or delivery services are non-refundable by Anthony's Coal Fired Pizza. Please contact the respective delivery platform for delivery fee-related disputes.
• Gratuity and service charges: Tips and optional service charges are non-refundable once applied.
• Catering deposits (non-cancellation): Deposits paid for catering bookings are non-refundable unless cancellation is made within the specified cancellation window outlined in Section 8 of this policy.

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

If you believe you are entitled to a refund under the conditions outlined in this policy, please follow these steps:

1. Step 1 — Contact Us Promptly:
   Reach out to our customer support team as soon as possible within the applicable timeframe. You can contact us by:
   • Email: [email protected]
   • Website: pizz-anthonys.rest
   • In person at any Anthony's Coal Fired Pizza location
2. Step 2 — Provide Your Order Information:
   Please have the following information ready when submitting your request:
   • Your full name
   • Order number or confirmation number
   • Date and time of the order
   • The specific item(s) or issue in question
   • Your preferred contact method for follow-up
3. Step 3 — Submit Supporting Evidence (if applicable):
   Where possible, provide photographs of the food item in question, a screenshot of the incorrect charge, or any other documentation that supports your claim. This helps us resolve your request more efficiently.
4. Step 4 — Review and Assessment:
   Our team will review your refund request within 2–3 business days. We may contact you for additional information if needed.
5. Step 5 — Resolution Notification:
   Once a decision has been made, we will notify you via email or phone with the outcome of your refund request. If approved, we will outline the method and timeline for your refund or credit.

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 may vary depending on your original payment method:

7. Partial Refunds

In certain circumstances, Anthony's Coal Fired Pizza may issue a partial refund rather than a full refund. Partial refunds may be applicable in the following situations:

• Only a portion of your order was incorrect or missing, while the remainder was satisfactory.
• A food quality issue affected only specific items in a larger order.
• A catering order was partially completed or partially delivered.
• An online order was partially cancelled by us due to ingredient unavailability, and you accepted a substitute for the remaining items.
• A coupon, discount, or promotional offer was used at the time of purchase, in which case the refund amount will reflect the actual amount paid.

The exact amount of any partial refund will be determined by our customer service team based on the value of the affected item(s) and the nature of the issue reported.

8. Cancellation Policy

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

8.1 Standard Online / App Orders

• Orders may be cancelled without charge within 5 minutes of placement, provided food preparation has not yet commenced.
• Once food preparation has begun, cancellations are generally not accepted. If a cancellation is accepted after this point, a partial refund may be issued at our discretion, deducting preparation costs.

8.2 Catering and Large Event Orders

• Cancellations made more than 7 days before the scheduled event date: Full refund of any deposit paid, minus a non-refundable administrative fee of $25.
• Cancellations made 3–7 days before the scheduled event date: 50% of the total deposit will be refunded.
• Cancellations made less than 72 hours before the scheduled event date: No refund will be issued. The deposit will be forfeited entirely.
• Cancellations due to an emergency (documented medical emergency, natural disaster, etc.) will be reviewed individually with compassion and flexibility.

8.3 Reservations

Standard dine-in reservations may be cancelled at any time without penalty. For large-group reservations (parties of 10 or more), we request at least 48 hours notice of cancellation to avoid a reservation holding fee where applicable.

9. Exchange Policy

Due to the perishable nature of food products, direct exchanges of food items are handled differently from traditional retail exchanges.

• Incorrect food items: If you received the wrong dish or item, we will prioritize preparing and delivering or providing the correct item as quickly as possible, either at no additional charge or with a credit applied to your account.
• Quality concerns during dine-in: If you experience a quality issue while dining at one of our locations, please notify your server immediately. We will replace the item or offer an alternative from our menu at no additional cost.
• Packaged or retail food products (where sold): Packaged items may be exchanged within 7 days of purchase if they are unopened, undamaged, and accompanied by proof of purchase. Opened packaged goods may not be exchanged unless there is a clear product defect or safety concern.

10. Dispute Resolution Process

We sincerely hope to resolve any refund concerns directly and amicably. If you are unsatisfied with the outcome of your refund request, you may follow the dispute resolution process outlined below:

10.1 Internal Escalation

If your initial refund request has been denied or only partially approved and you disagree with the decision, you may request an escalated review by contacting us at [email protected] and addressing your message to the attention of our Customer Experience Manager. Please include your original case or order number and a clear explanation of why you believe the decision should be reconsidered.

10.2 Chargeback and Credit Card Disputes

You have the right to dispute a charge with your credit card issuer or bank if you believe a charge was unauthorized or incorrect. We encourage you to contact us directly before initiating a chargeback, as we are often able to resolve disputes more quickly and to your satisfaction. Initiating a chargeback without first attempting resolution with us may delay the process and affect future service eligibility.

10.3 Consumer Protection Resources

As a customer in the United States, you are protected by applicable federal and state consumer protection laws. You may also contact the following resources if you believe your consumer rights have been violated:

• Federal Trade Commission (FTC): www.ftc.gov
• Your state's Attorney General Office for consumer affairs and complaint submission.
• Better Business Bureau (BBB): www.bbb.org

10.4 Informal Dispute Resolution

Before pursuing any formal legal action, both parties agree to attempt to resolve any dispute through good-faith negotiation. You agree to provide written notice to Anthony's Coal Fired Pizza at [email protected] describing the dispute, and we agree to respond within 10 business days with a proposed resolution.

11. Third-Party Delivery Platforms

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

• Anthony's Coal Fired Pizza may have limited ability to issue refunds for orders placed through these platforms, as the transaction is processed and managed by the third party.
• Refund requests for third-party platform orders should be directed first to the respective delivery platform's customer support team.
• If the issue is determined to be caused by an error on our part (e.g., wrong item prepared), we will cooperate with the platform to facilitate the appropriate resolution.

12. Policy Updates

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

13. Contact Information for Refund Requests

If you have a refund request, a question about your order, or need assistance with any aspect of this policy, please do not hesitate to contact us using the information below: