Refund Policy

Effective Date: July 1, 2026 | Last Updated: July 1, 2026

1. Introduction

At Anthony's Coal Fired Pizza, we are committed to delivering an exceptional dining experience and ensuring complete customer satisfaction with every order. We take pride in the quality of our coal-fired pizzas, wings, salads, and other menu items. However, we understand that situations may arise where a refund or order correction is necessary.

This Refund Policy outlines the conditions under which refunds, exchanges, partial credits, and cancellations are handled. It applies to all purchases made through our website (anthonypizza-new.click), our online ordering platform, third-party delivery partners, and in-store transactions. This policy is governed by applicable United States consumer protection laws, including regulations enforced by the Federal Trade Commission (FTC) under the FTC Act.

If you have any questions or concerns about this policy, please contact us at [email protected] before placing your order.

2. Refund Eligibility Conditions

To be eligible for a refund from Anthony's Coal Fired Pizza, the following conditions must be met:

• The refund request must be submitted within the applicable timeframe outlined in Section 3 of this policy.
• The order must have been placed directly through anthonypizza-new.click, our official mobile application, or at a participating Anthony's Coal Fired Pizza location.
• You must provide valid proof of purchase, including your order number, receipt, or confirmation email.
• The issue must fall into one of the following qualifying categories:
  • You received an incorrect item that does not match what you ordered.
  • A significant portion of your order was missing upon delivery or pickup.
  • The food quality was substantially below our standards (e.g., food arrived spoiled, severely undercooked, or contained a foreign object).
  • Your order was never delivered despite confirmation of a successful delivery.
  • A duplicate charge was applied to your payment method for the same order.
  • A technical error on our platform resulted in an unauthorized or unintended transaction.
• For food quality concerns, photographic evidence may be requested to process your refund efficiently.

3. Timeframes for Refund Requests

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

Refund requests submitted after the applicable deadline may not be honored. We encourage customers to inspect their orders promptly upon receipt and contact us immediately if any issues are identified.

4. Non-Refundable Items and Services

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

• Completed and Consumed Orders: Food that has been fully or substantially consumed is not eligible for a refund based solely on a change of preference.
• Customized Orders: Items specially prepared according to specific customer requests (e.g., custom toppings, specific dietary modifications) that were fulfilled correctly are non-refundable.
• Gift Cards and Promotional Credits: Gift card purchases and complimentary promotional credits are non-refundable and cannot be exchanged for cash.
• Delivery and Service Fees: Delivery charges, service fees, and tips paid at the time of ordering are generally non-refundable unless the refund is due to a failure on our part.
• Change of Mind: Orders that have already entered the preparation stage cannot be refunded due to a change in preference or dietary decision made after placement.
• Third-Party Platform Orders: Orders placed through third-party delivery platforms (such as DoorDash, Uber Eats, or Grubhub) are subject to those platforms' respective refund policies. Anthony's Coal Fired Pizza does not control or process refunds for transactions completed through external platforms.
• Catering Deposits: Non-refundable deposits made for catering events or large group reservations are not eligible for refund if cancellation occurs within the restricted cancellation period.

5. How to Request a Refund — Step-by-Step Process

To submit a refund request, please follow these steps carefully:

1. Step 1 — Gather Your Information: Before contacting us, collect all relevant details about your order, including your order confirmation number, the date and time of your order, the items affected, and a description of the issue you experienced.
2. Step 2 — Document the Issue: If your refund request relates to food quality, incorrect items, or missing portions, take clear photographs of the food or packaging as evidence. This documentation significantly helps us process your request efficiently.
3. Step 3 — Contact Us: Submit your refund request through one of the following channels:
   • Email: Send a detailed message to [email protected] with the subject line "Refund Request — [Your Order Number]".
   • Website: Visit anthonypizza-new.click and use the Contact or Support form to submit your request.
   • In Person: Speak directly with a manager at your nearest Anthony's Coal Fired Pizza location during business hours.
4. Step 4 — Await Confirmation: After submitting your request, you will receive an acknowledgment email within 1–2 business days confirming that your request has been received and is under review.
5. Step 5 — Review and Decision: Our customer service team will review your request, assess the evidence provided, and determine eligibility. This process may take up to 5 business days. We may contact you for additional information if needed.
6. Step 6 — Resolution: Once a decision has been made, we will notify you via email with the outcome. If approved, your refund will be processed according to the payment method used and the applicable processing timeline outlined in Section 6.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your funds depends on the original payment method used:

Please note that while we initiate the refund promptly upon approval, the actual time for funds to appear in your account may vary depending on your financial institution's processing policies. Anthony's Coal Fired Pizza is not responsible for any additional delays caused by your bank or card issuer.

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 one or a few items from a multi-item order are incorrect, missing, or unsatisfactory — in which case only those items will be refunded.
• The food quality complaint applies to a portion of the order, and the remainder of the order was received and accepted satisfactorily.
• A discount, coupon, or promotional offer was applied to the original order, in which case the refund amount will reflect the actual price paid after discounts.
• A catering or large group order is partially cancelled within the allowable cancellation window.
• Delivery or service fees are not refunded when the issue relates solely to the food items and not to a delivery failure.

The amount of any partial refund will be communicated to you clearly in our resolution email, along with the rationale for the partial credit.

8. Exchange Policy

In lieu of a monetary refund, Anthony's Coal Fired Pizza may offer to replace or exchange an item under the following circumstances:

• You received an incorrect menu item that does not match your order, and you prefer a replacement over a refund.
• A menu item arrived in an unsatisfactory condition, and replacement can be provided in a timely manner.
• An item was unavailable at the time of fulfillment, and a suitable substitute was provided without your prior consent.

To request an exchange, please contact us within the applicable refund timeframe (see Section 3) and indicate your preference for a replacement item. Exchanges are subject to item availability and are offered at our discretion. We are unable to guarantee exchanges for orders placed through third-party delivery platforms.

For in-store dining, please notify your server or a manager immediately if you wish to exchange an item. We will do our best to remedy the situation promptly and to your satisfaction.

9. Cancellation Policy

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

9.1 Standard Online Orders

Orders placed through anthonypizza-new.click may be cancelled within 5 minutes of placement, provided that food preparation has not yet begun. Once an order has entered the kitchen for preparation, cancellations are no longer accepted, and refunds will not be issued.

To cancel an order, contact us immediately via email at [email protected] or call the restaurant location where your order was placed.

9.2 Catering and Large Group Orders

For catering orders and large group reservations:

• Cancellation 72+ hours in advance: Full refund of deposit and any prepaid amounts.
• Cancellation 48–72 hours in advance: 50% refund of the total deposit paid.
• Cancellation less than 48 hours in advance: No refund on the deposit; any additional prepaid amounts may be refunded at management's discretion.

9.3 Scheduled Future Orders

If you have placed an order scheduled for a future date or time, you may cancel it up to 2 hours before the scheduled fulfillment time for a full refund. Cancellations made within 2 hours of the scheduled time will not be eligible for a refund unless food preparation has not yet commenced.

10. Dispute Resolution Process

If you believe your refund request was incorrectly denied or if you are unsatisfied with the resolution provided, Anthony's Coal Fired Pizza offers the following dispute resolution process:

10.1 Internal Escalation

You may escalate your concern by contacting our customer support team directly at [email protected] with the subject line "Refund Dispute — [Your Order Number]". Please include a detailed explanation of your concern, all prior communications, and any supporting documentation. A senior customer service representative will review the matter within 5–7 business days and provide a final determination.

10.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute a charge with your credit card issuer or bank if you believe you were unfairly charged. This is commonly referred to as a chargeback. We encourage customers to first attempt to resolve the matter directly with Anthony's Coal Fired Pizza before initiating a chargeback, as we are committed to finding a fair and prompt resolution.

10.3 FTC Consumer Complaint

If you believe our practices violate consumer protection standards, you may file a complaint with the Federal Trade Commission (FTC) at ftc.gov/complaint. The FTC Act protects consumers from unfair or deceptive business practices, and we are committed to full compliance with all applicable federal and state regulations.

10.4 Informal Mediation

In the event of a significant unresolved dispute, both parties agree to attempt good-faith informal mediation before pursuing formal legal action. Any disputes not resolved through informal mediation shall be subject to the jurisdiction of the courts of the applicable state where the transaction occurred, in accordance with United States law.

11. Special Circumstances

Anthony's Coal Fired Pizza recognizes that extraordinary circumstances may arise, including but not limited to severe weather events, natural disasters, or other force majeure situations that may affect order fulfillment. In such cases, we will work with affected customers on a case-by-case basis to provide fair and reasonable resolutions, which may include full refunds, store credits, or rescheduled orders.

Additionally, in the event of a confirmed food safety issue affecting a menu item, we will take immediate corrective action and proactively reach out to affected customers with appropriate remedies, in compliance with applicable food safety regulations enforced by the U.S. Food and Drug Administration (FDA) and local health authorities.

12. Policy Updates

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

13. Contact Information for Refund Requests

For all refund inquiries, questions, or concerns, please contact Anthony's Coal Fired Pizza through the following channels: