Refund Policy

At Anthony's Coal Fired Pizza, we are committed to delivering an exceptional dining experience with every order. We take great pride in the quality of our coal-fired dishes, fresh ingredients, and customer service. This Refund Policy outlines the terms and conditions under which refunds, exchanges, and cancellations are handled. We encourage you to read this document carefully before placing an order through our website at anthonyscoalpizzas.top or through any of our partner platforms.

By placing an order with Anthony's Coal Fired Pizza, you acknowledge that you have read, understood, and agreed to this Refund Policy in its entirety. If you have any questions before or after your purchase, please do not hesitate to contact us at [email protected].

1. Our Commitment to Quality

Anthony's Coal Fired Pizza stands behind every item we prepare and serve. Our coal-fired cooking process is designed to deliver consistently high-quality, perfectly cooked food. In the event that your order does not meet our quality standards — whether due to preparation errors, missing items, incorrect orders, or food quality concerns — we want to make it right. This policy exists to ensure that every customer has a clear and fair process for resolving any issues that may arise.

We process all refund and complaint matters in accordance with applicable United States consumer protection laws, including guidelines set forth by the Federal Trade Commission (FTC) under the FTC Act, and applicable state regulations governing food businesses and consumer rights.

2. Eligibility Conditions for Refunds

Not all situations automatically qualify for a refund. To be eligible for a refund or credit from Anthony's Coal Fired Pizza, one or more of the following conditions must be met:

• 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 in your delivery or takeout bag.
• Food Quality Issues: The food you received was undercooked, overcooked, spoiled, or otherwise not prepared to an acceptable standard.
• Allergen Concerns: An item was prepared with an ingredient that you explicitly requested to be excluded due to a documented dietary restriction or allergy (note: we take allergen requests very seriously but cannot guarantee a fully allergen-free environment).
• Order Never Received: Your delivery order was never delivered to the address you provided, and tracking or delivery confirmation cannot verify receipt.
• Duplicate Charges: You were charged more than once for the same order due to a technical or payment processing error.
• Order Cancellation: Your order was cancelled by Anthony's Coal Fired Pizza prior to preparation, and a refund was not automatically issued.

Refund eligibility is assessed on a case-by-case basis. We reserve the right to request photographic evidence or additional information to validate a claim before processing a refund.

3. Timeframes for Refund Requests

Timely reporting is essential for us to investigate and resolve your concern effectively. The following timeframes apply to all refund and complaint requests:

Requests submitted outside of these timeframes may not be eligible for a refund. We strongly encourage customers to inspect their orders immediately upon receipt and contact us as soon as possible if any issues are found.

4. Non-Refundable Items and Services

Certain purchases and situations are not eligible for refunds under any circumstances. These include, but are not limited to:

• Orders that have been fully consumed or largely consumed before a complaint is submitted.
• Changes in personal taste or preference after the order has been prepared correctly as specified.
• Dissatisfaction based solely on subjective preference (e.g., "I didn't like the flavor") when the item was prepared correctly.
• Promotional or complimentary items received at no charge.
• Gift cards, loyalty points, or digital credits — these are non-refundable and non-exchangeable for cash.
• Delivery fees and service charges collected by third-party delivery platforms (these are subject to the respective platform's policies).
• Orders placed through third-party apps (e.g., DoorDash, Uber Eats, Grubhub) — refunds for these must be handled directly through the platform used to place the order.
• Orders where the customer provided an incorrect delivery address.
• Delays caused by circumstances beyond our control, including severe weather, traffic, or third-party delivery provider issues.

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

To ensure your refund request is processed as quickly and smoothly as possible, please follow these steps:

1. Step 1 — Gather Your Information: Before contacting us, please have the following ready: your order number or confirmation email, the date and time of your order, the items in question, and a description of the issue.
2. Step 2 — Document the Issue: If possible, take clear photographs of the food or packaging that demonstrates the problem (e.g., incorrect items, poor quality, missing items). This will help us assess your claim efficiently.
3. Step 3 — Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: anthonyscoalpizzas.top
4. Step 4 — Provide Details: In your message, include your full name, contact information, order number, a clear description of the issue, and any supporting photos or documentation.
5. Step 5 — Await Our Response: Our customer support team will review your request and respond within 1–3 business days. We may follow up with additional questions to clarify your situation.
6. Step 6 — Resolution: Once your claim has been reviewed and approved, we will notify you of the resolution — which may include a full refund, partial refund, store credit, or replacement order — depending on the nature of the issue.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to appear in your account depends on the payment method used at the time of purchase:

7. Partial Refunds

In some cases, a partial refund may be issued rather than a full refund. Partial refunds are typically offered in the following situations:

• Only one or a few items in your order were incorrect or missing, while the remainder of the order was fulfilled correctly.
• The food quality concern applies to a portion of your order, not the entire order.
• You partially consumed the order before identifying an issue, and the issue applies only to the unconsumed portion.
• A promotional discount or coupon was applied to the original order, and the refund will reflect the actual amount paid for the affected item.
• A delivery or service fee is non-refundable, and only the food portion is eligible for a refund.

The amount of a partial refund will be determined at our discretion based on the specific circumstances of your claim. We strive to be fair and transparent in all partial refund decisions.

8. Exchange Policy

In lieu of a cash refund, Anthony's Coal Fired Pizza may offer an exchange or replacement in the following situations:

• If an incorrect item was delivered, we may offer to prepare and deliver the correct item at no additional charge, subject to availability and proximity to our location.
• If a food quality issue is reported promptly and the customer is in-store or in a local delivery zone, we may re-prepare the item.
• Exchanges are subject to the same timeframe requirements as refunds and must be reported within the applicable window.

We reserve the right to offer a store credit or replacement meal instead of a monetary refund, at our discretion, in cases where an exchange is the most practical resolution. Customers are not obligated to accept an exchange in place of a refund for eligible claims.

9. Cancellation Policy

9.1 Standard Online Orders

Orders placed through our website at anthonyscoalpizzas.top enter preparation almost immediately after confirmation. Because our coal-fired cooking process is fast, the window for cancellation is very brief. You may cancel your order for a full refund only if the cancellation request is submitted within 5 minutes of order placement and before the order has entered preparation.

To cancel, please contact us immediately via email at [email protected] with your order number and cancellation request. We will make every effort to accommodate your request but cannot guarantee cancellation once food preparation has begun.

9.2 Catering and Large Group Orders

For catering orders or group bookings, the following cancellation terms apply:

Catering cancellations must be submitted in writing via email to [email protected]. Verbal cancellations will not be accepted.

9.3 Cancellations by Anthony's Coal Fired Pizza

In the rare event that we must cancel your order due to unforeseen circumstances (e.g., ingredient unavailability, equipment issues, force majeure events), you will be notified as soon as possible and issued a full refund via your original payment method. We sincerely apologize for any inconvenience such cancellations may cause.

10. Dispute Resolution Process

We always encourage customers to contact us directly first to resolve any issues. Our team is dedicated to finding fair and prompt solutions. If, however, a resolution cannot be reached through direct communication, the following dispute resolution process applies:

1. Internal Escalation: If your initial refund request is denied or you are unsatisfied with the proposed resolution, you may request an escalated review by emailing [email protected] with the subject line "Escalated Refund Dispute." Our management team will review the matter within 5 business days.
2. Chargeback Rights: You retain the right to dispute a charge with your credit card company or bank (chargeback). We encourage you to contact us before initiating a chargeback, as this process can delay resolution. We will cooperate with all legitimate chargeback investigations.
3. FTC and Consumer Protection: If you believe your consumer rights have been violated, you may file a complaint with the Federal Trade Commission (FTC) at ftc.gov/complaint or with your state's Attorney General office.
4. Mediation: For significant disputes, both parties agree to attempt resolution through good-faith mediation before pursuing any legal action. This applies primarily to catering disputes or large monetary claims.
5. Governing Law: This Refund Policy shall be governed by and construed in accordance with the laws of the United States and applicable state laws. Any legal proceedings shall take place in the appropriate jurisdiction.

11. Third-Party Platform Orders

If you placed your order through a third-party delivery platform (such as DoorDash, Uber Eats, Grubhub, or similar services), the refund and dispute process is governed primarily by that platform's own policies. Anthony's Coal Fired Pizza does not have direct access to payment information for orders processed through third-party apps. In such cases, please:

• Contact the delivery platform's customer support directly.
• Use the in-app help or dispute function to report your issue.
• Refer to the respective platform's refund policy for guidance on timelines and eligibility.

While we may not be able to issue direct refunds for third-party platform orders, we are happy to assist by communicating with the platform on your behalf when reasonably possible. Please contact us at [email protected] if you need our assistance.

12. Modifications to This Policy

Anthony's Coal Fired Pizza reserves the right to modify, update, or revise this Refund Policy at any time. Changes will be effective immediately upon posting to our website at anthonyscoalpizzas.top. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage customers to review this policy periodically. Continued use of our services after any modifications constitutes your acceptance of the updated policy.

13. Contact Us

If you have any questions, concerns, or wish to submit a refund request, please contact our customer service team using the information below. We are committed to responding to all inquiries promptly and professionally.