Refund Policy

At Anthony's Coal Fired Pizza, we are committed to delivering an exceptional dining experience and the highest quality food to every customer. We understand that situations may arise where a refund or exchange is necessary, and this Refund Policy outlines the terms and conditions under which refunds, exchanges, and cancellations are handled. Please read this policy carefully before placing an order or making a purchase.

By placing an order through our website anthonyscoalpizz.rest, in-store, via phone, or through any authorized third-party delivery platform, you acknowledge that you have read, understood, and agreed to the terms of this Refund Policy. This policy is governed by applicable United States federal consumer protection laws, including regulations enforced by the Federal Trade Commission (FTC) under the FTC Act.

1. Our Commitment to Customer Satisfaction

Anthony's Coal Fired Pizza takes great pride in the quality of our coal-fired dishes, including our signature pizzas, appetizers, pasta, salads, and beverages. Every item is prepared with fresh ingredients and cooked to order. However, we recognize that errors can occur, and we are dedicated to addressing any legitimate concerns in a fair and timely manner.

Our customer service team is available to assist you with any issues related to your order, and we encourage all customers to contact us as soon as possible if they experience a problem with their food or service.

2. Eligibility Conditions for Refunds

Refund requests will be considered under the following circumstances:

• Incorrect Order: You received items that do not match what you ordered (e.g., wrong pizza toppings, wrong size, wrong dish).
• Missing Items: One or more items from your order were not included in your delivery or takeout bag.
• Food Quality Issues: The food delivered or served was demonstrably undercooked, overcooked, spoiled, or otherwise unfit for consumption.
• Allergic Reactions Due to Our Error: If you communicated a food allergy clearly at the time of ordering and the incorrect item was prepared, causing an allergic reaction or allergy concern.
• Duplicate Charges: You were charged more than once for the same order due to a payment processing error.
• Order Not Received: Your delivery order was never received and was confirmed as undelivered by our records or the delivery partner.

To be eligible for a refund, the following general conditions must also be met:

• The refund request must be submitted within the applicable timeframe described in Section 3.
• You must provide proof of purchase (order confirmation number, receipt, or bank/card statement).
• The issue must be reported in good faith and must not be the result of a customer-made error (e.g., ordering the wrong item yourself).
• Photographic or other supporting evidence may be required for food quality complaints.

3. Timeframes for Refund Requests

We strongly encourage customers to report any issues as soon as possible. The following timeframes apply to refund requests:

Requests submitted outside of these timeframes may not be eligible for a full refund and will be reviewed on a case-by-case basis at the sole 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:

• Orders that were consumed or substantially consumed by the customer prior to lodging a complaint.
• Food items that were prepared correctly according to the order placed but the customer changed their mind after receipt.
• Customization errors made by the customer during the ordering process (e.g., selecting the wrong size or toppings).
• Delays caused by third-party delivery services outside our control (though we will advocate on your behalf where possible).
• Gift cards, promotional credits, and special offer vouchers once redeemed.
• Catering deposits once the food preparation has commenced (see Section 8).
• Complimentary or promotional items provided at no charge.
• Dine-in experiences where the meal was fully consumed without a complaint raised during the visit.
• Beverages that have been opened and partially consumed.
• Service fees, delivery fees, or tips paid to delivery drivers.

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

To request a refund, please follow these steps carefully:

1. Gather Your Information: Before contacting us, please have the following ready:
   • Your order confirmation number or receipt
   • The date and time of your order
   • A description of the issue (e.g., missing item, wrong order, quality concern)
   • Photographs of the food if applicable (for quality complaints)
   • Your preferred contact method and refund method
2. Contact Us: Reach out to our customer service team using any of the following methods:
   • Email: [email protected]
   • Website: anthonyscoalpizz.rest
3. Submit Your Complaint: Clearly describe the issue in your email or message. Include all relevant documentation and photographs. The more detail you provide, the faster we can process your request.
4. Await Confirmation: Our team will acknowledge receipt of your request within 1–2 business days.
5. Review and Decision: Our customer service team will review your request, which may take up to 5 business days. We may contact you for additional information during this period.
6. Resolution: Once a decision is made, we will notify you via your provided contact information. If a refund is approved, it will be processed according to the timelines in Section 6.

6. Refund Processing Times by Payment Method

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

7. Partial Refunds

In certain circumstances, only a partial refund may be issued. These situations include but are not limited to:

• Only one or a few items in an order were incorrect or unsatisfactory, while the rest of the order was acceptable.
• A food quality complaint was lodged after the meal was largely consumed, with only a minor portion of the order remaining.
• A discount, promotional code, or coupon was applied to the original order — refunds will be calculated based on the actual amount paid, not the original price.
• Delivery fees and third-party service fees are not included in partial refunds unless the entire order was undelivered.
• Catering orders where preparation has partially commenced prior to a cancellation request.

The amount of any partial refund will be calculated fairly and transparently, and our team will clearly communicate the reasoning for a partial refund when applicable.

8. Cancellation Policy

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

8.1 Standard Online and Phone Orders

• Cancellations requested within 5 minutes of placing the order may be eligible for a full refund, as our kitchen may not have commenced preparation.
• Cancellations requested after 5 minutes may not be eligible for a refund, as food preparation is typically underway.
• We strongly recommend calling us immediately at our contact number if you need to cancel a recently placed order.

8.2 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.
• Catering cancellations made 48–72 hours before the event may receive a 50% refund of the deposit.
• Catering cancellations made fewer than 48 hours before the scheduled event are not eligible for a deposit refund, as ingredients and staffing will have been committed.
• Full-balance catering payments made in advance follow the same cancellation schedule above, applied to the total amount paid.

8.3 Reservation Cancellations

For restaurants that accept reservations, cancellations made with less than 24 hours' notice for large parties (6 or more guests) may be subject to a cancellation fee at the discretion of the location manager.

9. Exchange Policy

In many cases, Anthony's Coal Fired Pizza prefers to offer a replacement or exchange rather than a monetary refund, particularly for dine-in and takeout situations where a swift resolution is possible. Our exchange policy includes the following:

• Incorrect Items: If you received the wrong dish, we will prepare and deliver or make available the correct item as quickly as possible at no additional charge.
• Quality Issues: If a food item does not meet our quality standards and you report it promptly, we may offer to remake the dish or substitute it with another menu item of equal or lesser value.
• Allergic Reaction Due to Our Error: In serious allergy-related situations, a replacement will be offered alongside immediate follow-up from our management team.
• Exchange Limitations: Exchanges are subject to availability and must be requested within the applicable timeframe. Exchanges are not available for items that were consumed and then complained about after the fact.

You may choose between a replacement/exchange or a monetary refund for eligible issues. Our team will work with you to find the most appropriate solution.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Anthony's Coal Fired Pizza provides the following dispute resolution process:

Step 1: Escalation to Management

Request that your complaint be escalated to a senior member of our customer service team or location manager. Escalated complaints will be reviewed within 3–5 business days.

Step 2: Formal Written Dispute

If escalation does not resolve your issue, you may submit a formal written dispute via email to [email protected] with the subject line "Formal Refund Dispute." Please include all documentation, previous correspondence, and a clear statement of your desired resolution. We will respond within 10 business days.

Step 3: Third-Party Mediation

If a resolution cannot be reached through direct communication, either party may seek resolution through a neutral third-party mediator. Both parties agree to participate in good-faith mediation before pursuing any legal remedies.

Step 4: Consumer Protection Authorities

Customers in the United States have the right to file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or with their state's consumer protection office if they believe consumer protection laws have been violated. We fully cooperate with all regulatory authorities.

Step 5: Chargeback Rights

Customers have the right to dispute charges with their credit card company or bank (chargeback). However, we encourage customers to contact us directly first, as most issues can be resolved quickly without the need for a chargeback process.

11. Third-Party Delivery Platform Orders

Orders placed through third-party delivery platforms (such as DoorDash, Uber Eats, Grubhub, or similar services) are subject to both this Refund Policy and the policies of the respective delivery platform. For issues arising directly from the delivery service (e.g., late delivery, delivery driver error), you may need to contact the platform directly. For issues related to food quality or order accuracy that are our responsibility, please contact us at [email protected] and we will do our best to assist you.

12. Changes to This Refund Policy

Anthony's Coal Fired Pizza reserves the right to update or modify this Refund Policy at any time without prior notice. Changes will be posted on our website at anthonyscoalpizz.rest with an updated effective date. Continued use of our services after any changes constitutes your acceptance of the revised policy. We encourage customers to review this policy periodically.

13. Contact Information

For all refund requests, questions, or concerns related to this Refund Policy, please contact us using the information below:

We aim to respond to all inquiries within 1–2 business days. For urgent matters relating to food safety or allergic reactions, please contact us immediately via email and mark your subject line as "URGENT."