Refund Policy

Effective Date: June 3, 2026 | Last Updated: June 3, 2026

1. Overview

This Refund Policy applies to all purchases made through our website at pizza-anthonyscoalfired.click, by phone, or in person at Anthony's Coal Fired Pizza. We operate in accordance with applicable United States consumer protection laws, including the Federal Trade Commission Act (FTC Act) and relevant state consumer protection statutes. By placing an order with us, you agree to the terms outlined in this policy.

We understand that issues may occasionally arise with food orders — whether related to quality, accuracy, or delivery. Our goal is to address every concern fairly, promptly, and professionally.

2. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund under the following circumstances:

• Incorrect Order: You received items that were different from what you ordered (wrong toppings, wrong size, wrong items entirely).
• Food Quality Issues: The food was undercooked, overcooked, spoiled, or otherwise not prepared to an acceptable standard.
• Missing Items: One or more items from your order were missing upon delivery or pickup.
• Allergen Concerns: You were served food containing an allergen that was specifically requested to be excluded, resulting in a potential health risk. (Please note: allergen-related refunds may require documentation.)
• Order Not Received: Your delivery order was never delivered and cannot be confirmed as delivered by our records or third-party delivery partners.
• Duplicate Charges: You were charged more than once for the same order due to a technical error.
• Significant Delay: Your order experienced an unreasonable delay beyond the estimated delivery or pickup time without prior notice, and the food was no longer acceptable upon receipt.

Refund eligibility is determined on a case-by-case basis. Anthony's Coal Fired Pizza reserves the right to request supporting documentation such as photographs or a description of the issue before processing a refund.

3. Non-Refundable Items and Situations

The following situations are generally not eligible for refunds:

4. Timeframes for Refund Requests

To ensure a fair and efficient resolution, all refund requests must be submitted within the following timeframes:

• Delivery and Pickup Orders: Refund or complaint requests must be submitted within 24 hours of receiving your order. Food quality and accuracy issues deteriorate over time and cannot be verified after this window.
• Missing Items: Must be reported within 2 hours of order receipt.
• Duplicate Charges or Billing Errors: Must be reported within 7 business days of the transaction date.
• Catering and Event Orders: Cancellations and refund requests must follow the catering-specific cancellation terms outlined in Section 9 of this policy.
• Online Orders Not Received: Must be reported within 48 hours of the expected delivery time.

5. How to Request a Refund

Requesting a refund at Anthony's Coal Fired Pizza is simple. Please follow these steps to ensure your request is processed as quickly as possible:

Step 1 — Gather Your Information

Before contacting us, please have the following information ready:

• Your full name
• Order number or confirmation number
• Date and time of your order
• Description of the issue
• Photographic evidence (if applicable — strongly recommended for quality or accuracy issues)
• Payment method used

Step 2 — Contact Us

Reach out to our customer support team using any of the following methods:

• Email: [email protected]
• Website: pizza-anthonyscoalfired.click

When emailing, use the subject line: "Refund Request – [Your Order Number]" to help us locate your order quickly.

Step 3 — Review and Assessment

Once your request is received, our customer service team will review the details of your complaint. We may contact you for additional information or clarification. This review process typically takes 1 to 3 business days.

Step 4 — Refund Decision

You will receive written notification of our refund decision via email. If approved, the refund will be processed using the original payment method. If denied, we will provide a clear explanation and offer alternative resolutions where applicable.

Step 5 — Confirmation

Once a refund is issued, you will receive a confirmation email with the refund amount and estimated processing time based on your payment method (see Section 6).

6. Refund Processing Times by Payment Method

Refund processing times vary depending on the payment method used at the time of purchase. Please review the estimated timelines below:

7. Partial Refunds

In some circumstances, a partial refund may be issued rather than a full refund. Partial refunds apply when:

• Only a portion of your order was incorrect or missing (e.g., one item out of a multi-item order).
• The food was partially consumed before the issue was identified.
• The issue was minor and does not warrant a full refund but does warrant compensation (e.g., a minor error in toppings that did not significantly affect the meal).
• A promotional discount was applied to the original order, in which case the refund will be proportional to the actual amount paid.
• Catering or event orders are partially canceled before full preparation has begun.

The amount of any partial refund will be communicated to you clearly and in writing before processing.

8. Exchange Policy

Where possible and practical, Anthony's Coal Fired Pizza may offer to replace or remake an item rather than issue a refund. This is especially common in situations involving:

• Incorrect toppings or preparation errors that can be corrected quickly.
• Missing items that can be delivered or made available for pickup promptly.
• Quality issues where a fresh preparation is feasible within a reasonable time.

Exchanges and remakes are offered at our discretion and are subject to operational availability. If an exchange is not feasible (e.g., due to travel distance, time sensitivity, or operational constraints), a refund or store credit will be offered instead.

To request an exchange, please contact us at [email protected] or visit our location directly as soon as possible after identifying the issue.

9. Cancellation Policy

Standard Orders (Delivery and Pickup)

Because our coal-fired pizzas are freshly prepared to order, cancellations must be made within 5 minutes of placing your order to receive a full refund. Once food preparation has begun, cancellations may not be accepted, or only a partial refund may be available to cover the cost of unprepared items.

Pre-Orders and Scheduled Orders

Pre-orders or orders scheduled for a future date or time may be canceled with a full refund if canceled at least 2 hours before the scheduled pickup or delivery time. Cancellations made within 2 hours of the scheduled time may result in a partial refund or store credit only.

Catering and Large Group Orders

Catering orders require special handling and advance preparation. The following cancellation terms apply:

Catering cancellation requests must be submitted in writing to [email protected] to be considered valid.

10. Store Credit as an Alternative

In cases where a cash or card refund is not applicable or where you prefer, Anthony's Coal Fired Pizza may offer store credit as an alternative resolution. Store credit:

• Is applied to your account for use on future orders.
• Does not expire for a period of 12 months from the date of issuance.
• Cannot be exchanged for cash.
• Is non-transferable.
• Can be applied to any menu item available through our website or in-store.

11. Dispute Resolution Process

If you are unsatisfied with the outcome of your refund request, we encourage you to escalate the matter through the following process:

Step 1 — Internal Escalation

Request that your complaint be escalated to a manager or senior member of our customer service team. You can do this by replying to your refund resolution email or by emailing [email protected] with the subject line: "Escalation Request – [Your Order Number]".

Step 2 — Formal Written Complaint

If escalation does not resolve the matter to your satisfaction, you may submit a formal written complaint to our business address. We will provide a written response within 10 business days.

Step 3 — Third-Party Mediation

If the dispute remains unresolved, you may seek assistance from the following third-party resources:

• Better Business Bureau (BBB): You may file a complaint with the BBB at www.bbb.org.
• Federal Trade Commission (FTC): Consumer complaints can be filed at www.ftc.gov under the FTC Act's consumer protection framework.
• State Attorney General's Office: Depending on your state of residence, your state's Attorney General may have a consumer protection division that handles food service complaints.
• Credit Card Chargeback: If you made a payment by credit or debit card and believe you were unfairly charged, you may contact your card issuer to initiate a chargeback process. We ask that you attempt to resolve the matter with us directly before initiating a chargeback.

Governing Law

This Refund Policy is governed by the laws of the United States of America. Any disputes not resolved through the above process may be subject to binding arbitration or litigation in the applicable jurisdiction, consistent with our Terms of Service.

12. Third-Party Delivery Platforms

If your order was placed through a third-party delivery platform such as DoorDash, Uber Eats, Grubhub, or any other service, please be aware that:

• Refund requests for orders placed through third-party platforms must be directed to that platform, as payment is processed by them.
• Anthony's Coal Fired Pizza cannot issue refunds for payments made to third-party platforms.
• Quality complaints for third-party orders may still be submitted to us for internal review and future service improvement, but financial refunds must be handled by the respective platform.

13. Our Right to Modify This Policy

Anthony's Coal Fired Pizza reserves the right to update or modify this Refund Policy at any time without prior notice. Changes will be effective immediately upon posting to our website at pizza-anthonyscoalfired.click. The "Last Updated" date at the top of this page will reflect the most recent revision. Continued use of our services after any changes constitutes your acceptance of the updated policy.

We encourage you to review this policy periodically to stay informed of your rights and our procedures.

14. Contact Information

For all refund-related inquiries, please reach out to Anthony's Coal Fired Pizza using the contact details below. Our team is ready to assist you and committed to resolving your concerns efficiently and courteously.