Refund Policy

Effective Date: March 21, 2026 | Last Updated: March 21, 2026

1. Overview

This Refund Policy applies to all purchases made through our website anthonys-coalpizza.top, by phone, or in person at our restaurant location. By placing an order with Anthony's Coal Fired Pizza, you acknowledge that you have read, understood, and agree to the terms outlined in this policy.

We take pride in our coal-fired cooking tradition and the quality of every dish we serve. However, we understand that occasionally issues may arise, and we are committed to addressing them promptly and fairly in accordance with applicable consumer protection laws in the United States, including the Federal Trade Commission (FTC) Act and relevant state consumer protection statutes.

2. Eligibility Conditions for Refunds

A refund request may be eligible under the following conditions:

• Your order was incorrect — meaning you received items different from what you ordered.
• Your food arrived in an unsatisfactory condition, such as being undercooked, overcooked, contaminated, or containing foreign objects.
• Your order was never delivered despite confirmation of placement and payment.
• You were charged more than the agreed-upon price displayed at the time of order.
• A duplicate charge was applied to your payment method for the same order.
• Your catering or large group order was not fulfilled as specified in your confirmed order details.
• You experienced a verifiable quality issue that significantly deviates from the standard we advertise and promise.

To be eligible for a refund, you must provide sufficient evidence of the issue, such as photographs, order confirmation numbers, or a description of the problem. All refund requests are subject to review and verification by our customer service team.

3. Timeframes for Refund Requests

Timely reporting is essential to our ability to investigate and resolve issues appropriately. The following timeframes apply:

Refund requests submitted outside of these timeframes may not be honored. We strongly encourage customers to inspect their orders upon receipt and report any concerns immediately.

4. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds, including but not limited to:

• Completed dine-in meals: Meals that have been substantially consumed at our restaurant are generally not eligible for a refund unless a significant quality issue is reported to a staff member before the meal is finished.
• Special promotional or discounted items: Items purchased under a promotional deal, discount code, or limited-time offer may be excluded from standard refund eligibility unless defective.
• Gift cards and vouchers: Purchases of gift cards or dining vouchers are non-refundable. Gift cards are not redeemable for cash.
• Customized orders: Orders that were specially prepared according to your specific customization requests (e.g., specific toppings, dietary modifications) are non-refundable unless there is a verifiable error in preparation.
• Delivery fees: Third-party delivery fees charged by partner delivery platforms are subject to those platforms' own refund policies and are not refundable by Anthony's Coal Fired Pizza.
• Changes of mind: Refunds will not be issued simply because you changed your mind after an order has been prepared and is ready for pickup or delivery.

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

We have made the refund request process as simple and straightforward as possible. Please follow these steps:

1. Gather your information: Before reaching out, collect your order confirmation number, the date and time of your order, your payment method, a description of the issue, and any supporting photographs or documentation.
2. Contact us: Reach our customer service team through one of the following channels:
   • Email: [email protected]
   • Website: anthonys-coalpizza.top
3. Submit your request: In your communication, include the following details:
   • Your full name
   • Order confirmation number or receipt number
   • Date and time of purchase
   • A clear description of the issue
   • The resolution you are requesting (full refund, partial refund, replacement)
   • Any photos or attachments that support your claim
4. Await confirmation: Our team will acknowledge your refund request within 1–2 business days of receiving it.
5. Review and decision: A member of our customer service team will review your request, which may include contacting you for additional information. A decision will be communicated to you within 3–5 business days.
6. Refund issuance: If your refund is approved, it will be processed according to the timelines described in Section 6 below.

6. Refund Processing Times by Payment Method

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

Please note that while we process refunds promptly on our end, the time it takes for the funds to appear in your account may vary depending on your bank or financial institution. Anthony's Coal Fired Pizza is not responsible for delays caused by third-party financial processors.

7. Partial Refunds

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

• Only a portion of your order was incorrect or unsatisfactory, while the remainder of the order was prepared and delivered correctly.
• A quality issue affected one item in a multi-item order.
• You consumed a portion of the food before identifying and reporting the issue.
• A catering order was partially fulfilled or arrived partially complete.
• Promotional discounts or credits were applied to the original order that affect the refundable amount.

The amount of a partial refund will be calculated based on the value of the affected items, minus any applicable discounts or fees. Our team will clearly communicate the refund amount and the rationale for the calculation.

8. Exchange Policy

In many cases, rather than a monetary refund, we may offer to replace or exchange the affected item(s). Our exchange policy works as follows:

• Incorrect items: If you received the wrong item, we will prioritize preparing and delivering the correct item as quickly as possible, subject to availability and operating hours.
• Quality issues: If a food item did not meet our quality standards, we may offer to replace it with a freshly prepared version at no additional cost.
• Customer preference: If you prefer a monetary refund over a replacement, we will honor that preference where the refund eligibility conditions are met.
• In-store exchanges: Dine-in customers who experience a quality issue should notify their server immediately. We will do our best to replace the dish promptly during the same visit.

Exchanges are subject to the same eligibility conditions as refunds and must be requested within the applicable timeframes listed in Section 3.

9. Cancellation Policy

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

9.1 Standard Orders (Delivery and Pickup)

• Cancellations requested within 5 minutes of placing an online or phone order may be eligible for a full refund, provided the preparation of the order has not yet begun.
• Once an order has entered the preparation stage, cancellations are generally not accepted, and refunds will not be issued unless the order qualifies under other eligibility conditions outlined in this policy.
• If you wish to cancel an order, please contact us immediately by email at [email protected] or through our website at anthonys-coalpizza.top.

9.2 Catering and Large Group Orders

• Catering orders canceled 72 hours or more before the scheduled date are eligible for a full refund.
• Catering orders canceled between 24 and 72 hours before the scheduled date may be eligible for a partial refund of up to 50% of the total order value, at our discretion.
• Catering orders canceled less than 24 hours before the scheduled date are generally non-refundable, as ingredients and staffing will have already been arranged.
• In cases of documented emergencies (e.g., medical emergencies, severe weather events), we will review cancellation requests on a case-by-case basis.

10. Dispute Resolution Process

If you are dissatisfied with the outcome of a refund request or believe your concern has not been adequately addressed, you have the following options for dispute resolution:

10.1 Internal Escalation

If your initial refund request was not resolved to your satisfaction, you may request that the matter be escalated to a senior member of our management team. Please contact us at [email protected] and indicate in the subject line: "Escalation Request – Refund Dispute." We will acknowledge escalated requests within 2 business days and aim to provide a final resolution within 7 business days.

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 under the Fair Credit Billing Act (FCBA) and applicable card network rules. We encourage you to contact us directly before initiating a chargeback, as we are often able to resolve issues more quickly through direct communication. However, we fully respect your right to pursue this avenue if necessary.

10.3 Consumer Protection Resources

If you believe our practices have violated consumer protection laws, you may file a complaint with the following agencies:

• Federal Trade Commission (FTC): reportfraud.ftc.gov
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your state's Attorney General Office or Department of Consumer Affairs

10.4 Informal Mediation

For disputes that cannot be resolved through internal channels, both parties may agree to pursue informal mediation through a mutually agreed-upon mediator before pursuing any formal legal action. This process is voluntary and non-binding unless both parties agree otherwise in writing.

11. Responsibilities of the Customer

To ensure the refund process is smooth and efficient, customers are expected to:

• Inspect orders at the time of delivery or pickup and report issues promptly within the timeframes specified in this policy.
• Provide accurate and truthful information when submitting a refund request.
• Cooperate with our customer service team during the review process, including responding to follow-up inquiries in a timely manner.
• Retain proof of purchase, such as order confirmation emails or receipts, as these may be required to process your request.

We reserve the right to deny refund requests that are found to be fraudulent, exaggerated, or submitted in bad faith. Repeated abuse of our refund policy may result in restrictions on future orders.

12. Changes to This Policy

Anthony's Coal Fired Pizza reserves the right to update or modify this Refund Policy at any time. Any changes will be effective immediately upon posting to our website at anthonys-coalpizza.top. We encourage customers to review this policy periodically to stay informed of any updates. Continued use of our services after a policy change constitutes acceptance of the revised terms.

13. Contact Information for Refund Requests

If you have any questions about this Refund Policy or wish to submit a refund request, please reach out to us using the contact details below. Our customer service team is ready to assist you: