Refund Policy

Effective Date: April 2, 2026 | Last Updated: April 2, 2026

1. Overview

At Anthony's Coal Fired Pizza, we are deeply committed to delivering an exceptional dining experience and ensuring complete customer satisfaction with every order. We understand that situations may arise where a refund or adjustment is necessary, and we have designed this policy to be fair, transparent, and straightforward for all of our valued customers.

This Refund Policy governs all purchases made online through our website at pizz-anthonys.digital, via third-party delivery platforms associated with our brand, and in-person at any of our restaurant locations throughout the United States. All refund requests are handled in accordance with applicable federal consumer protection standards under the Federal Trade Commission (FTC) Act, as well as relevant state consumer protection laws.

2. Eligibility Conditions for Refunds

We want every customer to feel confident when ordering from Anthony's Coal Fired Pizza. Refunds may be granted under the following conditions:

• Incorrect Order: You received a food item that is different from what you ordered (wrong pizza, wrong toppings, wrong size, or wrong menu item).
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Quality Issues: The food received was undercooked, overcooked, spoiled, or otherwise did not meet reasonable quality standards.
• Allergic Incidents: You received food containing an ingredient or allergen that you explicitly requested be excluded and the error was documented at the time of ordering.
• Failed Online Transaction: Your payment was processed but your order was never confirmed or fulfilled by our team.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical or processing error.
• Cancelled Order by Restaurant: Anthony's Coal Fired Pizza cancelled your order due to operational issues, ingredient unavailability, or other circumstances within our control.

All refund requests are subject to review and verification by our customer service team. We reserve the right to request photographic or other supporting evidence to process a refund claim.

3. Timeframes for Refund Requests

To ensure prompt resolution, refund requests must be submitted within the following timeframes:

Requests submitted outside of these timeframes may not be eligible for a refund. We strongly encourage customers to inspect their order upon receipt and contact us immediately if there is a concern.

4. Non-Refundable Items and Services

Not all purchases qualify for a refund. The following items and circumstances are generally non-refundable:

• Correctly prepared orders: If your order was prepared exactly as requested and you simply changed your mind or no longer want the food, a refund will not be issued.
• Consumed food items: Refunds will not be granted for food that has been substantially consumed unless a quality issue is reported at the time of consumption or shortly thereafter.
• Delivery fees and service fees: Third-party delivery fees and platform service charges are non-refundable unless the order was entirely unfulfilled due to our error.
• Promotional or discounted items: Items purchased using promotional codes, buy-one-get-one offers, or loyalty reward redemptions may not be eligible for monetary refunds but may be exchanged.
• Gift cards and promotional credits: Gift cards are non-refundable and cannot be exchanged for cash.
• Custom or special-request orders: Highly customized orders that were prepared according to specific customer instructions are not eligible for refunds based on preference.
• Orders delayed by third-party delivery services: Delays caused by third-party delivery partners (e.g., DoorDash, Uber Eats, Grubhub) are outside our direct control, and refund requests related solely to delivery delays must be directed to the respective platform.

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

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

1. Gather your order information.

   Locate your order confirmation number, the date and time of your order, the items you purchased, and your payment method details. Having this information ready will speed up the review process.

2. Document the issue.

   If your refund relates to a quality issue, incorrect item, or missing item, take clear photographs of the food or packaging as evidence. This documentation will significantly support your claim.

3. Contact our customer service team.

   Reach out to us using one of the following methods within the applicable timeframe:

   • Email: [email protected]
   • Website: pizz-anthonys.digital
4. Submit your refund request.

   In your message, include the following details:

   • Your full name
   • Order number or transaction ID
   • Date and time of the order
   • Description of the issue
   • Any supporting photos or documents
   • Your preferred refund method (original payment method, store credit, etc.)
5. Await confirmation.

   Our customer service team will acknowledge receipt of your request within 1–2 business days and will communicate whether your refund has been approved, denied, or requires additional information.

6. Receive your refund.

   Once approved, your refund will be processed according to the timelines outlined in Section 6 of this policy.

6. Refund Processing Times by Payment Method

Once a refund has been approved by our team, please allow the following processing times depending on your original payment method:

Please note that processing times may vary depending on your financial institution. Anthony's Coal Fired Pizza is not responsible for delays caused by banks or payment processors after the refund has been initiated on our end.

7. Partial Refunds

In certain situations, a partial refund may be more appropriate than a full refund. Partial refunds may be issued under the following conditions:

• Only a portion of your order was affected by an error or quality issue (e.g., one pizza out of three was incorrect).
• A missing item was only part of a combo or bundled order.
• The food quality issue affected only a specific component of your meal (e.g., a side dish was unsatisfactory, but the main entrée was correctly prepared).
• You accepted a replacement or substitute item but are requesting a price difference refund.
• A discount or coupon was applicable but not applied at checkout, resulting in an overcharge.

The amount of a partial refund will be determined based on the cost of the affected item(s) and any applicable taxes. Our customer service team will communicate the partial refund amount to you before processing.

8. Exchange Policy

In many cases, Anthony's Coal Fired Pizza prefers to resolve order issues through an exchange or replacement rather than a monetary refund, especially for in-person dining and local pickup orders. Our exchange policy includes the following terms:

• Incorrect items: If you received the wrong food item, we will prepare and provide the correct item at no additional cost, subject to availability.
• Quality issues: If your food did not meet quality standards, we will remake the item or offer a comparable substitute.
• Exchanges must be requested promptly: Exchange requests for dine-in orders must be made before leaving the restaurant. For delivery and pickup orders, the exchange or replacement request must be submitted within the timeframes defined in Section 3.
• Exchanges are not available for simply changed preferences. If you ordered an item correctly and simply no longer want it, an exchange cannot be guaranteed.
• Catering orders: Exchanges for large catering orders are evaluated on a case-by-case basis. Please contact our team as early as possible if an issue arises with a catering event.

9. Cancellation Policy

We understand that plans change. Our cancellation policy is designed to be as accommodating as possible while accounting for the perishable nature of prepared food items:

9.1 Online and Phone Orders

• Orders may be cancelled for a full refund if the cancellation request is made within 5 minutes of placing the order and before the kitchen has begun preparation.
• Once the kitchen has begun preparing your order, cancellations are no longer accepted and refunds will not be issued for the food items.
• If you need to cancel, please contact us immediately via email at [email protected] or by calling your nearest location directly.

9.2 Catering and Group Orders

• Catering orders cancelled 72 hours or more before the scheduled delivery or pickup time are eligible for a full refund.
• Catering orders cancelled between 24 and 72 hours before the scheduled time are eligible for a 50% refund of the total order value.
• Catering orders cancelled less than 24 hours before the scheduled time are non-refundable, as ingredients and staffing have already been allocated.
• All catering cancellations must be submitted in writing to [email protected].

9.3 Cancellations Due to Unforeseen Circumstances

In the event of a natural disaster, severe weather event, or other force majeure circumstance that prevents fulfillment of your order, Anthony's Coal Fired Pizza will issue a full refund or store credit at the customer's preference.

10. Dispute Resolution Process

If you believe your refund request was not handled fairly or you disagree with our decision, you have the right to escalate your concern. We encourage customers to work with us directly to resolve disputes before pursuing external remedies.

10.1 Internal Escalation

If you are not satisfied with the initial response from our customer service team, you may request that your case be reviewed by a senior manager or our customer experience department. Please send an escalation request to [email protected] with the subject line "Refund Escalation – [Your Order Number]" and include all prior communications for reference.

10.2 Chargeback and Payment Disputes

Customers who have been charged incorrectly or believe a fraudulent charge occurred have the right to dispute the charge with their credit card issuer or bank. However, we strongly encourage you to contact us directly first, as many issues can be resolved more quickly through our internal process than through a formal chargeback.

Filing a chargeback without first contacting us may result in a delay in resolution and could affect your ability to place future orders with Anthony's Coal Fired Pizza.

10.3 Third-Party Platform Disputes

If your order was placed through a third-party platform such as DoorDash, Uber Eats, Grubhub, or another delivery service, disputes related to delivery issues, missing items, or platform fees must be submitted directly to that platform's customer support. Anthony's Coal Fired Pizza cannot process refunds for fees collected by third-party platforms.

10.4 Legal Remedies

In the event that a dispute cannot be resolved through internal processes, customers may pursue remedies available under applicable federal or state consumer protection law, including rights provided under the Federal Trade Commission Act and relevant state statutes. Customers located in California may also have additional rights under the California Consumer Privacy Act (CCPA/CPRA) and California consumer protection regulations.

11. Contact Information for Refund Requests

Our customer service team is here to help. Please do not hesitate to reach out to us with any questions, concerns, or refund requests using the contact information below:

12. Policy Updates

Anthony's Coal Fired Pizza reserves the right to update or modify this Refund Policy at any time without prior notice. Any changes will be posted on our website at pizz-anthonys.digital with a revised effective date. We encourage customers to review this policy periodically to stay informed of any updates. Continued use of our services after any modifications constitutes acceptance of the revised Refund Policy.

This Refund Policy was last updated on April 2, 2026, and is effective immediately for all orders placed on or after this date.