Refund Policy

Effective Date: March 25, 2026 | Last Updated: March 25, 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 preparation methods, fresh ingredients, and dedication to culinary excellence. However, we understand that situations may arise where a refund or exchange becomes necessary.

This Refund Policy governs all purchases made through our website anthonyscoalpizzas.click and applies to all food orders, catering bookings, gift cards, merchandise, and any other products or services offered by Anthony's Coal Fired Pizza. This policy has been developed in compliance with applicable United States consumer protection laws, including guidelines set forth by the Federal Trade Commission (FTC) under the FTC Act.

2. Eligibility Conditions for Refunds

We want every customer to be satisfied with their order. Refunds may be issued under the following circumstances:

• Incorrect Order: You received an item that is different from what you ordered (wrong pizza, wrong toppings, wrong size, or wrong item entirely).
• Food Quality Issues: The food delivered or prepared was significantly below acceptable quality standards, including being undercooked, overcooked, spoiled, or otherwise inedible.
• Missing Items: One or more items from your order were not included in your delivery or pickup.
• Allergen Concerns: You received an item containing an allergen that was clearly noted as absent when the order was placed, posing a health risk.
• Order Not Delivered: Your delivery order was confirmed but never arrived within the communicated timeframe.
• Duplicate Charges: Your payment method was charged more than once for a single order due to a technical error on our platform.
• Event or Catering Cancellation: An event or catering order was cancelled within the permitted cancellation window as outlined in Section 9 of this policy.

To be eligible for a refund, customers must:

• Provide proof of purchase (order confirmation number, receipt, or transaction ID).
• Submit the refund request within the applicable timeframe outlined in Section 3.
• Provide sufficient documentation, such as photographs of the incorrect or substandard items.

3. Timeframes for Refund Requests

All refund requests must be submitted within the following timeframes to be considered valid:

Requests submitted outside of these timeframes will be reviewed on a case-by-case basis at the sole discretion of Anthony's Coal Fired Pizza management. We cannot guarantee approval of late requests.

4. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds. These include, but are not limited to:

• Consumed Food Items: Food items that have been substantially consumed will not qualify for a full refund. Partial refunds may be considered at management's discretion.
• Change of Mind: Refunds will not be issued simply because a customer changed their mind about an order after it has been prepared or dispatched.
• Customized or Special Orders: Orders that were specifically customized at the customer's request and prepared correctly are not eligible for a refund.
• Promotional or Discounted Items: Items purchased as part of a limited-time promotion or at a discounted rate may not be eligible for a refund unless the item was defective or incorrect.
• Partially Used Gift Cards: Gift cards that have been partially redeemed are not refundable for the remaining balance, except where required by applicable state law.
• Service Fees and Delivery Fees: Third-party delivery fees, service charges, and platform processing fees are non-refundable once an order has been dispatched.
• Late Catering Cancellations: Catering orders cancelled less than 72 hours before the scheduled event date will not be eligible for a full refund (see Section 9).

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

To ensure your refund request is processed as quickly and smoothly as possible, please follow these steps:

1. Step 1 – Gather Your Information: Before contacting us, have your order confirmation number, date of purchase, and any supporting documentation ready. If you are reporting a food quality issue, take clear photographs of the item(s) in question.
2. Step 2 – Contact Us: Reach out to our customer support team using one of the methods listed in Section 11 of this policy. You may contact us via email at [email protected] or through the contact form available on our website at anthonyscoalpizzas.click.
3. Step 3 – Submit Your Claim: Clearly describe the issue with your order, including the specific item(s) affected, the nature of the problem, and any relevant details. Attach all supporting documents and photographs.
4. Step 4 – Review Process: Our customer service team will review your claim within 2–3 business days. We may contact you for additional information or clarification if needed.
5. Step 5 – Decision Notification: Once a decision has been made, we will notify you via the email address associated with your order. If your refund is approved, you will receive details about the refund amount and method.
6. Step 6 – Refund Issued: Approved refunds will be processed according to the timelines outlined in Section 6 below.

6. Refund Processing Times by Payment Method

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

Please note that while Anthony's Coal Fired Pizza will process the refund promptly upon approval, the actual time for the funds to appear in your account may be subject to your financial institution's processing times, which are beyond our control. If you have not received your refund within the stated timeframe, we recommend contacting your bank or payment provider before reaching out to us.

7. Partial Refunds

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

• Only a portion of the order was incorrect, missing, or unsatisfactory, and the remaining items were delivered correctly and in acceptable condition.
• The customer has partially consumed the food item but reported a legitimate quality concern.
• A catering or event order is cancelled between 48 and 72 hours before the scheduled event. In this case, a partial refund of 50% of the total order value may be issued at management's discretion.
• A promotional order where only certain items qualify for a refund under our promotional terms.

The amount of any partial refund will be determined by our customer service team based on the specific circumstances of each case. We will communicate the proposed partial refund amount to you prior to processing.

8. Exchange Policy

In many cases, Anthony's Coal Fired Pizza will offer an exchange or replacement before issuing a monetary refund. Exchanges are subject to the following conditions:

• Wrong Item Received: If you received an incorrect item, we will prioritize preparing and delivering or making available the correct item as quickly as possible at no additional charge.
• Food Quality Issues: If a food item does not meet our quality standards, we will offer to remake and redeliver or make available a replacement item. If a replacement is not feasible or acceptable to the customer, a refund will be processed.
• Merchandise: Defective or incorrect merchandise may be exchanged for the correct item within 14 days of receipt, subject to availability. Items must be unused, in their original packaging, and accompanied by proof of purchase.

Exchanges for food orders are typically handled on the same day, subject to our kitchen hours and operational capacity. We will make every reasonable effort to accommodate exchange requests promptly.

9. Cancellation Policy

Our cancellation policy varies depending on the type of order placed:

9.1 Standard Food Orders (Delivery and Pickup)

Standard delivery and pickup orders may be cancelled for a full refund only if the cancellation is made before the order enters preparation in our kitchen. Once an order has begun preparation, cancellation is not possible, and a refund will not be issued. Orders typically enter preparation within 5–10 minutes of being confirmed. We encourage customers to review their orders carefully before confirming.

9.2 Catering and Event Orders

Catering and large-scale event orders are subject to the following cancellation terms:

• More than 72 hours before the event: Full refund issued, minus any non-recoverable costs already incurred (e.g., specialty ingredients purchased).
• Between 48 and 72 hours before the event: 50% refund of the total order value.
• Less than 48 hours before the event: No refund will be issued. The full amount will be forfeited.

All catering cancellation requests must be submitted in writing via email to [email protected] with the subject line "Catering Cancellation Request – [Your Order Number]."

9.3 Online Pre-Orders

Pre-orders placed through anthonyscoalpizzas.click may be cancelled for a full refund up to 24 hours before the scheduled pickup or delivery time. Cancellations made within 24 hours of the scheduled time will not be eligible for a refund.

10. Dispute Resolution Process

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

10.1 Internal Escalation

You may request to have your case escalated to a senior member of our customer service team or management by replying to your refund decision email or by contacting us directly at [email protected] with the subject line "Refund Dispute Escalation – [Your Order Number]." We will conduct a thorough secondary review within 5 business days.

10.2 Chargeback Rights

Nothing in this policy is intended to limit or waive your rights under applicable law. You retain the right to dispute charges with your bank or credit card provider. However, we encourage customers to contact us directly first, as we are committed to resolving issues fairly and efficiently without the need for third-party intervention.

10.3 Consumer Protection Agencies

If you believe your consumer rights have been violated, you have the right to file a complaint with the Federal Trade Commission (FTC) at ftc.gov or your applicable state consumer protection agency. Customers in California may also exercise rights under the California Consumer Privacy Act (CCPA/CPRA) as applicable to personal data collected during transactions.

10.4 Informal Mediation

Before initiating any formal legal proceedings, both parties agree to attempt to resolve any disputes through good-faith negotiation or informal mediation. Requests for mediation should be directed to [email protected].

11. Contact Information for Refund Requests

To submit a refund request, inquire about an existing refund, or report a concern about your order, please contact Anthony's Coal Fired Pizza using the following details:

12. Policy Updates

Anthony's Coal Fired Pizza reserves the right to modify, update, or revise this Refund Policy at any time. Any changes will be posted on this page with an updated effective date. Customers are encouraged to review this policy periodically to stay informed of any modifications. Your continued use of our website and services following the posting of any changes constitutes acceptance of the revised policy.