Refund Policy

Effective Date: April 16, 2026 | Last Updated: April 16, 2026

1. Introduction

At Anthony's Coal Fired Pizza, we are committed to delivering an exceptional dining experience and the highest quality food products to every customer. We take great pride in our coal-fired cooking process, fresh ingredients, and dedication to customer satisfaction. However, we understand that there are occasions when an order may not meet your expectations, and we have established this comprehensive Refund Policy to address such situations fairly and transparently.

This policy governs all refund requests, cancellations, exchanges, and dispute resolutions related to orders placed online through our website at anthonyspizzas.top, over the phone, or in-person at any of our restaurant locations across the United States. By placing an order with us, you acknowledge and agree to the terms outlined in this Refund Policy.

We operate in compliance with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act, and any relevant state consumer protection regulations. Our goal is always to resolve concerns promptly and to your satisfaction.

2. Eligibility Conditions for Refunds

To be eligible for a refund, your request must meet one or more of the following conditions:

• Incorrect Order: You received an item that was different from what you ordered. For example, the wrong pizza toppings, wrong size, or wrong menu item was delivered or prepared.
• Food Quality Issues: The food was undercooked, overcooked, or otherwise failed to meet reasonable quality standards that are expected from a professional food establishment.
• Foreign Objects: You discovered a foreign object or contaminant in your food that was not an ingredient listed on the menu.
• Missing Items: One or more items from your order were missing at the time of delivery or pickup.
• Allergen Concerns: You were served food containing an allergen that you specifically requested to be excluded, and this resulted in an adverse reaction or concern (medical documentation may be required).
• Duplicate Charges: Your payment method was charged more than once for a single order due to a technical or processing error.
• Order Not Received: Your delivery order was never received and cannot be confirmed as delivered by our delivery partner or internal records.

Refunds will not be granted based solely on a change of mind after the food has been prepared or delivered. All refund requests are subject to review and verification by our customer service team.

3. Timeframes for Refund Requests

Timely reporting is essential to processing your refund efficiently. Please review the following timeframes:

Refund requests submitted outside of these timeframes may not be honored, as food quality and order accuracy cannot be reliably verified after a significant period of time. We reserve the right to make exceptions at our sole discretion in extraordinary circumstances.

4. Non-Refundable Items and Services

Certain items and transactions are not eligible for refunds under any circumstances. These include:

• Consumed Food: If the majority of a food item has been consumed, it is no longer eligible for a full or partial refund unless a verified quality or safety issue is reported at the time of consumption.
• Delivery Fees: Third-party or in-house delivery fees are non-refundable once the delivery has been dispatched, except in cases where the order was never delivered.
• Promotional or Discounted Items: Items purchased using promotional codes, coupons, or offered as part of a limited-time deal may not be eligible for a refund, depending on the specific terms of the promotion.
• Gift Cards: Purchased gift cards are non-refundable and cannot be exchanged for cash.
• Catering Deposits: Non-refundable deposits made for catering bookings or large group orders are not eligible for refunds once the preparation process has commenced.
• Special Event Orders: Custom or special occasion orders that have been prepared as requested are non-refundable once preparation is underway.
• Change of Taste or Preference: Refunds will not be issued simply because a customer decides they do not enjoy a product that was prepared correctly and as ordered.

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

To initiate a refund request, please follow the steps outlined below:

1. Step 1 – Contact Us Promptly: Reach out to our customer service team as soon as possible within the applicable reporting window. You may contact us by:
   • Email: [email protected]
   • Website: anthonyspizzas.top
2. Step 2 – Provide Your Order Information: Include the following details in your refund request:
   • Full name on the order
   • Order number or confirmation number
   • Date and time of the order
   • Location (delivery address, pickup location, or dine-in restaurant)
   • Payment method used
3. Step 3 – Describe the Issue: Provide a clear and detailed description of the problem. Include what you ordered, what you received, and the nature of your complaint. The more detail you provide, the faster we can process your request.
4. Step 4 – Submit Supporting Evidence: Where possible, include photographic or video evidence of the issue (e.g., photos of the incorrect item, missing item, or quality concern). Evidence significantly helps us verify your claim and expedite the resolution process.
5. Step 5 – Await Confirmation: Our customer service team will acknowledge your request within 1-2 business days and may follow up with additional questions to complete their review.
6. Step 6 – Resolution: Once your claim has been reviewed and approved, we will notify you of the resolution — which may include a full refund, partial refund, store credit, or replacement order, depending on the circumstances.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to reach you will depend on your original payment method. Please refer to the following processing timelines:

Please note that Anthony's Coal Fired Pizza is not responsible for delays caused by your bank or financial institution. If you have not received your refund after the stated processing time, we recommend first checking with your bank before contacting us.

7. Partial Refunds

In certain situations, a partial refund may be issued rather than a full refund. Conditions under which a partial refund may apply include:

• Only one item in a multi-item order was incorrect or unsatisfactory, and the remaining items were acceptable.
• The food quality issue affected only a portion of the order.
• A portion of the food had already been consumed before the complaint was raised, reducing the verifiable extent of the issue.
• The order was partially cancelled prior to preparation, but some items had already been started.
• Promotional discounts or coupons were applied that affect the refundable amount.

The amount of any partial refund will be determined at our discretion, based on the specifics of the situation and the evidence provided. We will always aim to be fair and reasonable in our assessment.

8. Exchange Policy

In many cases, Anthony's Coal Fired Pizza may offer a replacement or exchange as an alternative to a monetary refund. Exchanges are available under the following conditions:

• The original item was incorrect or did not meet quality standards.
• A missing item was not included in your order.
• The exchange is requested within the applicable timeframe (generally within the same dining experience or within 2 hours of a delivery/pickup order).

For in-store dining, our staff will work immediately to resolve the issue by replacing the item at no additional cost. For delivery and pickup orders, exchanges may be offered as store credit applied to your next order, or in some cases, a redelivery of the correct item, subject to availability and practical feasibility.

We reserve the right to offer an exchange instead of a cash refund, particularly where the issue can be readily corrected. However, if an exchange is not practical or desired by the customer, a refund will be processed in accordance with this policy.

9. Cancellation Policy

We understand that plans change, and we will do our best to accommodate order cancellations when possible. Please review our cancellation terms below:

Online and Phone Orders

• Cancellations Before Preparation: If you cancel your order before it has entered the preparation stage, you are entitled to a full refund of the amount paid.
• Cancellations During Preparation: If your order has already begun preparation, a cancellation may be granted at our discretion. In such cases, you may receive a partial refund or store credit, depending on how far along the preparation has progressed.
• Cancellations After Preparation: Orders that have been fully prepared and are ready for pickup or are out for delivery cannot be cancelled and are non-refundable, except in cases of a verified quality or accuracy issue.

Catering and Large Group Orders

• Cancellations made more than 72 hours before the scheduled event: Full refund of any deposit paid, minus a small administrative processing fee.
• Cancellations made 24–72 hours before the scheduled event: 50% of the deposit is refundable.
• Cancellations made less than 24 hours before the scheduled event: No refund will be issued, as ingredients and staffing will have been committed.

To cancel an order, please contact us immediately at [email protected] or through the website at anthonyspizzas.top.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, you have the following options to escalate or resolve the matter:

Step 1 – Internal Escalation

Request that your complaint be escalated to a senior customer service representative or manager. We will conduct a thorough second review of your case and respond within 3 business days with a final internal decision.

Step 2 – Written Formal Complaint

If you remain unsatisfied, submit a formal written complaint via email to [email protected]. Please include all previous correspondence, your order details, and a clear explanation of why you believe the initial decision was incorrect. We will respond in writing within 5 business days.

Step 3 – Credit Card Chargeback

If you paid by credit or debit card and believe a billing error occurred, you have the right under the Fair Credit Billing Act (FCBA) to dispute the charge with your card issuer. We encourage you to attempt to resolve the matter with us directly before initiating a chargeback, as unresolved chargebacks may affect your ability to use our services in the future.

Step 4 – Consumer Protection Authorities

If you believe your consumer rights have been violated, you may file a complaint with the Federal Trade Commission (FTC) at ftc.gov or with your state's Attorney General's office or Department of Consumer Affairs. We are fully committed to complying with all applicable federal and state consumer protection laws.

11. Third-Party Delivery Platform Orders

If your order was placed through a third-party delivery platform (such as DoorDash, Uber Eats, Grubhub, or similar services), the refund process may be governed by that platform's own policies. We recommend contacting the platform directly for orders placed through their service. However, if the issue is related to food preparation or an error on our part, please contact us as well, and we will work cooperatively with the platform to resolve your concern.

12. Our Commitment to You

Anthony's Coal Fired Pizza is committed to your satisfaction. Our coal-fired cooking method, premium ingredients, and dedicated team are all focused on delivering a memorable and delicious dining experience. If something ever falls short of that standard, we genuinely want to know, and we will do everything within reason to make it right. Your feedback also helps us improve, and every complaint is taken seriously and used constructively.

13. Policy Updates

We reserve the right to update or modify this Refund Policy at any time. Changes will be posted on our website at anthonyspizzas.top with an updated effective date. Continued use of our services following any changes constitutes your acceptance of the revised policy. We encourage you to review this policy periodically.

14. Contact Information for Refund Requests

For all refund requests, questions, or concerns related to this policy, please contact us using the details below: