Refund Policy

Effective Date: June 24, 2026 | Last Updated: June 24, 2026

1. Introduction

At Anthony's Coal Fired Pizza, we take immense pride in delivering exceptional food quality and outstanding customer satisfaction. We understand that occasionally an order may not meet your expectations, and we are committed to making things right in a fair, transparent, and timely manner.

This Refund Policy has been established in accordance with applicable United States consumer protection laws, including regulations enforced by the Federal Trade Commission (FTC) under the FTC Act. Our goal is to ensure every guest has a positive experience, and this policy outlines the circumstances under which refunds, partial refunds, exchanges, and cancellations may be granted.

2. Eligibility Conditions for Refunds

Refund requests will be considered under the following circumstances:

• Incorrect Order: You received an item that was different from what you ordered (e.g., wrong pizza toppings, wrong size, wrong menu item).
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food you received was significantly below acceptable quality standards — for example, items that were undercooked, overcooked, or contained foreign objects.
• Allergen Concerns: You received a dish containing an allergen that was specifically noted in your order instructions as an allergy restriction, and this caused an adverse reaction or the item was rendered inedible for you.
• Damaged or Spoiled Items: Food items that arrived damaged, spilled, or in an otherwise unsatisfactory condition due to packaging or handling failures on our end.
• Failed Online Transactions: Your payment was processed but no order confirmation was received, or your order was never prepared or fulfilled.

We reserve the right to evaluate each refund request on a case-by-case basis. Refunds are not automatically guaranteed and are subject to verification of the issue reported.

3. Timeframes for Refund Requests

Timely communication is essential for us to investigate and resolve your concern appropriately. Please adhere to the following timeframes when submitting a refund request:

Requests submitted outside of these timeframes may not qualify for a refund. We encourage you to contact us as soon as possible after identifying an issue.

4. Non-Refundable Items and Services

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

• Change of Mind: Orders that were prepared correctly but returned or rejected solely because you changed your preference or no longer wanted the item.
• Partially Consumed Items: Food items that have been substantially eaten or consumed before a complaint is raised (unless there is a verifiable quality or safety issue).
• Promotional and Complimentary Items: Items provided free of charge, as part of a promotional deal, loyalty reward, or complimentary offer.
• Catering Deposits: Non-refundable deposits paid to secure catering services or large group reservations, as outlined in your catering agreement.
• Gift Cards and Store Credit: Purchased gift cards and store credit are non-refundable and cannot be exchanged for cash.
• Third-Party Delivery Fees: Delivery fees charged by third-party delivery platforms (such as DoorDash, Uber Eats, or Grubhub) are not within our control and must be disputed directly with those platforms.
• Customized Special Orders: Specially customized menu items that were prepared strictly as requested by the customer.

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

If you believe you are eligible for a refund, please follow the steps below to initiate your request:

1. Step 1 — Gather Your Information: Before contacting us, please collect the following:
   • Your order number or receipt
   • Date and time of your order
   • Method of ordering (dine-in, takeout, online, or phone)
   • Description of the issue
   • Photos or videos of the problem (if applicable and available)
2. Step 2 — Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: anthonysdining.click
3. Step 3 — Submit Your Request: In your message or form submission, clearly describe the issue, include your order details, and attach any supporting evidence such as photos of the incorrect or damaged food item.
4. Step 4 — Await Acknowledgment: Our team will acknowledge receipt of your request within 1–2 business days. We may contact you for additional information if needed.
5. Step 5 — Review and Decision: Our customer service team will review your request and notify you of the outcome within 3–5 business days of receiving all required information.
6. Step 6 — Refund Issuance: If your refund is approved, it will be processed according to your original payment method (see Section 6 for processing times).

6. Refund Processing Times by Payment Method

Once a refund has been approved, please allow the following estimated timeframes for the refund to appear based on your original payment method:

Please note that processing times may vary depending on your bank or financial institution. Anthony's Coal Fired Pizza is not responsible for delays caused by third-party financial institutions once the refund has been initiated on our end.

7. Partial Refunds

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

• Only a portion of your order was incorrect or missing (e.g., one item out of a multi-item order).
• The food quality issue affected only part of the order (e.g., one pizza was unsatisfactory while other items were fine).
• An item was partially consumed before a quality concern was identified, and there is sufficient evidence of the issue.
• A discount, coupon, or promotional code was applied to the original order, and the refund will reflect the actual amount paid.
• Delivery charges may not be refunded when the issue pertains only to a single item in an otherwise correct delivery order.

The amount of any partial refund will be determined by our customer service team based on the nature and extent of the issue reported.

8. Cancellation Policy

We understand that circumstances change, and we will do our best to accommodate cancellation requests where possible. Please review the following cancellation terms:

8.1 Online and Phone Orders

• Cancellations must be made before the order has entered preparation. Once our kitchen team begins preparing your order, cancellations may not be possible.
• To cancel an order, please call the restaurant directly or email us at [email protected] immediately after placing your order.
• If your cancellation is accepted before preparation begins, a full refund will be issued to your original payment method.

8.2 Catering and Large Group Orders

• Cancellations for catering orders must be submitted at least 72 hours (3 business days) prior to the scheduled event or delivery date.
• Cancellations made between 24 and 72 hours before the event may be subject to a cancellation fee of up to 50% of the total order value.
• Cancellations made less than 24 hours before the event will forfeit the deposit and may incur additional charges for food already prepared.

8.3 Dine-In Reservations

• Reservation cancellations should be made at least 2 hours prior to the reservation time.
• No-shows or last-minute cancellations for large group reservations (6 or more guests) may result in a cancellation fee as outlined during the reservation booking process.

9. Exchange Policy

Anthony's Coal Fired Pizza is pleased to offer exchanges in appropriate circumstances. Our exchange policy is as follows:

• Incorrect Items: If you received the wrong item, we will gladly remake and replace it with the correct order at no additional charge. This exchange must be requested within 1 hour of receiving your order.
• Quality Issues: If food quality does not meet expectations and you are dining with us, please notify your server or a manager immediately. We will prepare a replacement item whenever possible.
• Delivery Exchanges: For delivery orders with incorrect or quality-deficient items, we may offer to send a replacement with your next order or provide store credit at our discretion, depending on the circumstances.
• Non-Food Items: Merchandise items (if available) may be exchanged within 7 days of purchase if unused and in original condition, accompanied by a valid receipt.

Exchanges are subject to availability and the manager's discretion. We are committed to making every effort to ensure your satisfaction.

10. Dispute Resolution Process

If you are unsatisfied with the outcome of a refund or exchange request, we encourage you to utilize our structured dispute resolution process before seeking external remedies.

Step 1: Escalate to Management

If your initial refund request was denied or you believe the resolution was insufficient, please request to speak with or contact a senior customer service manager by emailing [email protected] with the subject line "Escalated Dispute — [Your Order Number]."

Step 2: Formal Written Complaint

Submit a formal written complaint to us via email at [email protected]. Your complaint should include:

• Your full name and contact information
• Order details and relevant documentation
• A clear description of your grievance and the resolution you are seeking

Step 3: External Resolution Options

If you remain unsatisfied after completing the above internal steps, you may have the following options available to you under applicable U.S. law:

• Credit Card Chargeback: Contact your bank or credit card issuer to initiate a chargeback for unauthorized or disputed charges. This is governed by the Fair Credit Billing Act (FCBA).
• FTC Complaint: You may file a consumer complaint with the Federal Trade Commission (FTC) at reportfraud.ftc.gov.
• Better Business Bureau (BBB): You may also file a complaint with your local Better Business Bureau chapter.
• State Consumer Protection Agency: Contact your state's consumer protection office for guidance on consumer rights in your jurisdiction.

We value every guest relationship and strongly encourage resolution through direct communication with our team before pursuing external channels.

11. Policy Updates

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 anthonysdining.click. We encourage you to review this policy periodically. Continued use of our services following any updates constitutes your acceptance of the revised policy.

12. Contact Information

If you have any questions, concerns, or wish to initiate a refund request, please do not hesitate to contact our customer support team. We are here to help and committed to resolving your concern promptly and fairly.