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 food and service. This Refund Policy outlines the terms and conditions under which refunds, exchanges, and cancellations are handled. Please read this policy carefully before placing your order.

By placing an order through our website anthonypizza.top, by phone, or in person at any of our locations, you agree to the terms set forth in this Refund Policy. If you have any questions, please contact us at [email protected] before completing your purchase.

1. Our Commitment to Customer Satisfaction

Anthony's Coal Fired Pizza stands behind the quality of every item we prepare. We use premium ingredients and time-honored coal-fired cooking techniques to ensure that every pizza, entrée, and side dish meets the highest standards. However, we understand that issues may occasionally arise, and we are dedicated to resolving them fairly and promptly.

Our refund policy is designed to be transparent, fair, and consistent with consumer protection standards under the Federal Trade Commission (FTC) Act and applicable state consumer protection laws in the United States.

2. Eligibility Conditions for Refunds

Refunds may be issued under the following circumstances:

• Incorrect Order: You received an item or items that are different from what you ordered.
• Missing Items: One or more items from your order were not included in the delivery or pickup bag.
• Food Quality Issues: The food was undercooked, overcooked, or otherwise unfit for consumption due to a preparation error on our part.
• Allergen Concerns: An ingredient was included that was specifically requested to be excluded due to a documented food allergy (note: please review our allergen disclaimer as cross-contamination is always possible in a shared kitchen environment).
• Spoilage or Contamination: The food appeared spoiled, contaminated, or was improperly packaged upon receipt.
• Significant Delay: An order experienced an unreasonable and documented delay that rendered the food unsatisfactory upon delivery.

3. Timeframes for Refund Requests

To be eligible for a refund, you must notify us within the following timeframes:

Requests made outside of these timeframes may not be eligible for a refund at our discretion. We strongly encourage customers to inspect their orders upon receipt.

4. Non-Refundable Items and Services

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

• Orders that have been fully consumed with no documented quality issue reported during the meal.
• Personal taste preferences that differ from standard preparation of our menu items.
• Delivery fees charged by third-party delivery platforms (these are subject to the respective platform's refund policy).
• Tips and gratuities added to the order.
• Gift cards and promotional credits once redeemed.
• Loyalty points or reward redemptions.
• Orders that were modified by the customer after preparation began and were prepared as modified.
• Catering orders canceled within 48 hours of the scheduled event date (see Cancellation Policy below).
• Complimentary or promotional items provided at no charge.

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

Follow these steps to submit a refund request efficiently:

1. Step 1 — Gather Your Information: Locate your order receipt, confirmation number, or transaction ID. Take clear photographs of any food quality issues, missing items, or incorrect orders.
2. Step 2 — Contact Us Promptly: Reach out to our customer support team within the applicable timeframe listed in Section 3. You may contact us via:
   • Email: [email protected]
   • Website: anthonypizza.top
   • In-person at any Anthony's Coal Fired Pizza location
3. Step 3 — Provide Details: In your refund request, include your full name, order date and time, order number, the specific item(s) in question, a clear description of the issue, and any supporting photographs.
4. Step 4 — Review Process: Our customer service team will review your request within 1–3 business days. We may reach out for additional information or clarification if needed.
5. Step 5 — Resolution: Once your request is reviewed and approved, we will notify you of the refund amount and method. Refunds are issued at the discretion of management and may take the form of a full refund, partial refund, store credit, or replacement item.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to appear in your account depends on your original payment method:

Please note that processing times may vary depending on your financial institution. Anthony's Coal Fired Pizza is not responsible for delays caused by banks or third-party payment processors.

7. Partial Refunds

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

• Only one or a few items in a multi-item order were found to be unsatisfactory or incorrect.
• A portion of the meal was consumed before a quality issue was identified.
• The issue reported was minor and does not justify a full refund in the assessment of our management team.
• A catering order is partially canceled, with some items already prepared at the time of cancellation.
• A delivery fee or service charge component is non-refundable but the food cost qualifies for reimbursement.

The amount of a partial refund will be calculated based on the proportionate value of the affected items relative to the total order cost. Our management team retains the right to determine the appropriate partial refund amount on a case-by-case basis.

8. Exchange Policy

In many cases, we prefer to resolve issues by offering a replacement or exchange rather than a monetary refund, particularly for dine-in and pickup orders. Our exchange policy works as follows:

• Incorrect Item Received: We will prepare and deliver the correct item at no additional charge. If you are dining in, this will be done as quickly as possible.
• Quality Issue: We may offer to remake the item at our discretion. The remade item will be prioritized in our kitchen.
• Missing Item: For dine-in orders, missing items will be brought to the table immediately. For pickup/delivery orders, we may credit the value of the missing item to your account or refund the item cost.

If you prefer a monetary refund over a replacement, please indicate this in your refund request. We will do our best to accommodate your preference, subject to the eligibility criteria in this policy.

9. Cancellation Policy

We understand that plans can change. The following cancellation terms apply:

9.1 Standard Orders (Pickup and Delivery)

• Cancellations made more than 30 minutes before the scheduled pickup or delivery time will receive a full refund.
• Cancellations made within 15–30 minutes of the scheduled time may receive a partial refund or store credit, depending on whether preparation has begun.
• Cancellations made less than 15 minutes before pickup or delivery, or after the order has been dispatched, are generally not eligible for a refund.

9.2 Catering and Large Group Orders

• Cancellations made more than 7 days before the event date: Full refund of any deposits paid.
• Cancellations made 3–7 days before the event date: 50% refund of the total catering amount or deposit.
• Cancellations made 48–72 hours before the event date: 25% refund or store credit at our discretion.
• Cancellations made within 48 hours of the event date: No refund will be issued, as ingredients and staffing have already been committed.

9.3 Online Pre-Orders

Online pre-orders may be canceled up to 4 hours before the scheduled pickup time for a full refund. Cancellations requested less than 4 hours before pickup are subject to our standard cancellation terms above.

10. Orders Placed Through Third-Party Platforms

If your order was placed through a third-party delivery or ordering platform such as DoorDash, Uber Eats, Grubhub, or similar services, please be aware of the following:

• Refund requests for such orders must be initiated directly through the respective platform's customer support.
• Anthony's Coal Fired Pizza will cooperate with platform investigations but cannot directly process refunds for orders transacted through third-party systems.
• The platform's own refund and cancellation policies will govern the resolution timeline and eligibility.
• For quality issues documented with photos, we encourage you to also contact us at [email protected] so we can improve our service.

11. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, you may escalate the matter through the following process:

1. Internal Escalation: Request to speak with or email a manager or the customer experience team. Most disputes are resolved at this level. Contact us at [email protected] with "Refund Dispute" in the subject line.
2. Written Complaint: Submit a formal written complaint to our customer service team with all relevant documentation, including order receipts, photographs, and a detailed description of the issue and the desired resolution.
3. Good Faith Negotiation: We commit to engaging in good faith discussions to reach a mutually acceptable resolution within 10 business days of receiving your formal complaint.
4. Chargeback Rights: As a consumer, you have the right to dispute charges with your credit card issuer or bank if you believe a charge is unauthorized or incorrect. We encourage you to attempt to resolve the issue with us directly before initiating a chargeback.
5. Consumer Protection Agencies: If you believe your consumer rights have been violated, you may contact the Federal Trade Commission (FTC) at ftc.gov or your applicable state consumer protection office.

12. Changes to This Refund Policy

Anthony's Coal Fired Pizza reserves the right to update or modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website at anthonypizza.top. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage you to review this policy periodically. Continued use of our services after any changes constitutes your acceptance of the updated policy.

13. Contact Information for Refund Requests

For all refund requests, questions, or concerns regarding this policy, please contact us through any of the following channels:

When contacting us, please include your order number, the date of your order, a description of the issue, and any supporting documentation such as photographs to help us process your request as efficiently as possible.