Refund Policy

Effective Date: June 12, 2026 | Last Updated: June 12, 2026

1. Introduction

At Anthony's Coal Fired Pizza, we are deeply committed to delivering an exceptional dining experience and the highest quality food to every customer. We take great pride in our coal-fired cooking tradition, fresh ingredients, and dedicated customer service. However, we understand that there may be occasions where a refund, replacement, or exchange is warranted.

This Refund Policy outlines your rights and our obligations regarding refunds, cancellations, replacements, and related matters. By placing an order with us — whether online, by phone, or in person — you agree to the terms described in this policy. This policy complies with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act and relevant state consumer protection statutes.

2. Eligibility Conditions for Refunds

We want every guest to be completely satisfied with their order. A refund or replacement may be issued under the following conditions:

• Incorrect Order: You received items that are different from what you ordered (e.g., wrong pizza toppings, wrong size, wrong dish).
• Missing Items: One or more items from your order were not included at the time of pickup or delivery.
• Food Quality Issues: The food was undercooked, overcooked, spoiled, or otherwise not meeting reasonable quality standards at the time it was received.
• Allergic or Dietary Concerns: You clearly communicated a documented food allergy or dietary restriction at the time of ordering and the item was prepared incorrectly, resulting in the inclusion of the restricted ingredient.
• Delivery Not Received: For orders placed through our website or third-party platforms, if your order was not delivered and cannot be located within a reasonable time after the estimated delivery window.
• Significant Delay: Your order was delivered or made available significantly later than the estimated time, and the food quality was materially compromised as a result.

All refund requests are subject to review and verification by our management team. We reserve the right to request supporting information such as photographs of the food in question, your order confirmation number, or a brief description of the issue.

3. Timeframes for Refund Requests

To be eligible for a refund, you must contact us within the timeframes listed below:

Requests submitted outside of these windows may not be eligible for a refund, at the sole discretion of Anthony's Coal Fired Pizza management. We strongly encourage you to inspect your order promptly upon receipt.

4. Non-Refundable Items and Services

Certain items and services are not eligible for refunds under any circumstances, unless required by applicable law:

• Food items that have been partially or fully consumed, unless the issue was identified during or before consumption and reported immediately.
• Gift cards and promotional vouchers — these are non-refundable and non-transferable once purchased or redeemed.
• Orders placed through third-party delivery platforms (such as DoorDash, Uber Eats, Grubhub, or similar services) — refund requests for such orders must be directed to those respective platforms, as Anthony's Coal Fired Pizza does not control their fulfillment or refund processes.
• Special promotional items or deeply discounted food purchased during limited-time offers, unless a qualifying defect exists.
• Orders that were correctly prepared according to the specifications submitted, where the customer later changes preferences or taste.
• Service charges, delivery fees, or tips that have already been distributed.
• Catering deposits after the cancellation deadline outlined in Section 8.

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

If you believe you are eligible for a refund, please follow the steps below:

1. Gather Your Information: Locate your order confirmation number, receipt, or any proof of purchase. If you have photos of the issue (e.g., incorrect item, damaged food, or missing portion), please have those ready.
2. Contact Us Directly: Reach out to our customer support team using one of the contact methods listed at the bottom of this policy. The fastest way to resolve most issues is to contact us by email at [email protected].
3. Describe the Issue: In your message or call, clearly explain what was wrong with your order, what item(s) are affected, when the order was placed, and what resolution you are requesting (refund, replacement, store credit, etc.).
4. Submit Supporting Documentation: If requested by our team, please provide photographs, your order number, and any other relevant details to help us process your claim promptly.
5. Await Review: Our team will review your request and respond within 2 business days. We may reach out for additional information if necessary.
6. Receive Resolution: If your refund request is approved, we will notify you of the approved amount and processing method. See Section 6 for processing times.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the processing time will depend on your original method of payment:

Please note that while we process refunds promptly on our end, your financial institution may require additional time to reflect the credit on your account. Anthony's Coal Fired Pizza is not responsible for delays caused by third-party payment processors or banks.

7. Partial Refunds

In certain situations, only a partial refund may be granted. These include, but are not limited to:

• Only a portion of your order was incorrect or missing, while the rest of the order was prepared correctly.
• The food quality issue affected only specific items in a larger order.
• The customer contributed to the issue by providing incomplete or inaccurate order information.
• Items were consumed and only an objection was raised afterward regarding quality, without prior notification during the meal.
• A promotional discount was applied to the order — the refund will reflect the discounted price, not the full retail price.

Partial refunds will be calculated based on the affected items only, at the price paid at the time of the order. Delivery fees and service charges are generally non-refundable in partial refund scenarios unless the entire order is being refunded.

8. Exchange Policy

In many cases, we prefer to resolve issues through an item exchange or replacement rather than a monetary refund, as this allows us to correct the situation quickly and ensure your satisfaction. Our exchange policy works as follows:

• If your order was incorrect or did not meet quality standards, we will gladly prepare a replacement item at no additional cost.
• Exchanges are available for dine-in, takeout, and delivery orders and must be requested within the timeframes specified in Section 3.
• For delivery orders, an exchange may require you to return the original item (if possible) or to provide photographic evidence of the issue.
• Replacement items will be of equal or greater value to the original item ordered.
• We do not offer exchanges for items simply because a customer changed their mind or no longer wants a correctly prepared item.

9. Cancellation Policy

9.1 Standard Online and Phone Orders

For standard pickup and delivery orders:

• Orders may be cancelled free of charge if the cancellation is made at least 60 minutes before the scheduled pickup or delivery time.
• If you cancel within 60 minutes of your scheduled time, a cancellation fee may apply, or the order may not be eligible for a refund if preparation has already begun.
• Once your order has entered the preparation stage, it cannot be cancelled, and no refund will be issued.

9.2 Catering and Large Group Orders

For catering services and large group orders (typically orders above a certain minimum value as agreed upon at the time of booking):

• Cancellations made 72 hours or more before the scheduled service date will receive a full refund of any deposit paid.
• Cancellations made between 24 and 72 hours before the scheduled date will forfeit 50% of the deposit.
• Cancellations made less than 24 hours before the scheduled event will forfeit the full deposit, and the customer may be held liable for the full cost of prepared food.
• Cancellations or changes due to documented emergencies (e.g., natural disasters, hospitalization) will be reviewed on a case-by-case basis at management's discretion.

10. Dispute Resolution Process

We sincerely hope that all concerns can be resolved quickly and amicably through direct communication with our team. However, in the event that a satisfactory resolution cannot be reached, the following dispute resolution process applies:

1. Internal Escalation: If your initial refund request was not resolved to your satisfaction, you may request escalation to a senior manager by sending a detailed written complaint to [email protected] with the subject line "Refund Dispute – Escalation Request." We will respond within 5 business days.
2. Informal Mediation: If escalation does not resolve the issue, both parties agree to attempt informal mediation before pursuing formal legal action. Either party may propose a neutral mediator, and costs shall be shared equally unless otherwise agreed.
3. Chargebacks and Credit Card Disputes: While you retain the right to dispute a charge with your credit card issuer or bank, we encourage you to contact us first. Unauthorized or fraudulent chargebacks may result in the suspension of ordering privileges and may be contested with supporting documentation.
4. Governing Law: This policy and any disputes arising from it shall be governed by the laws of the United States and the applicable state in which the transaction took place, consistent with the Federal Trade Commission Act and applicable state consumer protection regulations.
5. Legal Action: If mediation is unsuccessful, either party may pursue resolution through the appropriate courts of competent jurisdiction. Nothing in this policy limits your rights as a consumer under applicable federal or state law.

11. 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 anthonys-cfpizza.rest. We encourage you to review this policy periodically. Your continued use of our services following any changes constitutes your acceptance of the updated policy.

In the event of significant changes, we may notify regular customers via email or a prominent notice on our website homepage.

12. Contact Information for Refund Requests

If you have any questions about this Refund Policy or would like to submit a refund request, please contact our customer support team using the information below: