Refund Policy

Last Updated: May 16, 2026

1. Introduction

At Anthony's Coal Fired Pizza, we are committed to delivering an exceptional dining experience and ensuring the highest standards of food quality, freshness, and customer satisfaction. We understand that sometimes an order may not meet your expectations, and we want to make the refund and resolution process as straightforward and fair as possible.

This Refund Policy outlines the conditions under which refunds, exchanges, and cancellations are accepted, the process for submitting a refund request, and the timeframes you can expect for resolution. This policy is governed by applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act, and any relevant state-specific regulations.

2. Eligibility Conditions for Refunds

We want every customer to be satisfied with their order. Refunds may be issued under the following circumstances:

• Incorrect Order: You received items that were different from what you ordered, including wrong toppings, incorrect pizza size, or wrong menu items.
• Missing Items: One or more items from your order were not included in your delivery or pickup.
• Food Quality Issues: The food received was undercooked, overcooked, or in a condition that made it unfit for consumption due to an error on our part.
• Allergic Reactions Due to Our Error: If you clearly specified an allergy or dietary restriction at the time of ordering and the order was prepared incorrectly, resulting in an allergic reaction, you may be eligible for a full refund.
• Duplicate Charges: You were charged more than once for the same order due to a technical or processing error.
• Order Not Delivered: Your delivery order was confirmed but never arrived and is verified as undelivered on our end.

3. Non-Refundable Items and Situations

Certain situations and items are not eligible for a refund. These include, but are not limited to:

• Orders where the customer simply changed their mind after the food has been prepared or dispatched.
• Food items that have been consumed in full or in substantial part before a complaint is raised.
• Dissatisfaction based solely on personal taste preferences that do not reflect a quality or accuracy error on our part.
• Promotional items, complimentary add-ons, or items received as part of a discount that were provided free of charge.
• Orders delayed due to circumstances beyond our control, including severe weather conditions, traffic disruptions, or third-party delivery service delays.
• Incorrect delivery addresses provided by the customer at the time of ordering.
• Gift cards or promotional vouchers once redeemed or used.
• Catering or bulk orders canceled after preparation has commenced (see Section 8 for Cancellation Policy).

4. Timeframes for Refund Requests

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

Refund requests submitted outside of these timeframes may not be honored. We strongly encourage customers to inspect their orders upon receipt and contact us immediately if any issues are identified.

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

Submitting a refund request is simple. Please follow the steps below to ensure your request is processed promptly:

1. Step 1 — Contact Us: Reach out to our customer support team using one of the contact methods listed at the end of this policy. Email is the preferred method for refund requests, as it provides a written record of your claim.
2. Step 2 — Provide Your Order Details: Include your full name, the email address used to place the order, your order number or confirmation number, the date of the order, and the specific item(s) you are requesting a refund for.
3. Step 3 — Describe the Issue: Clearly explain the reason for your refund request. Be as specific as possible, including what you ordered, what you received, and how the two differed.
4. Step 4 — Attach Evidence (If Applicable): Where possible, attach photographs of the incorrect, missing, or substandard food items. Clear, well-lit photographs help us resolve your request more quickly.
5. Step 5 — Await Confirmation: Once we receive your request, our team will send you an acknowledgment email within 1 business day. We will review your case and respond with a decision within 3–5 business days.
6. Step 6 — Refund Issuance: If your refund request is approved, we will process your refund according to the timelines specified in Section 6 below.

6. Refund Processing Times by Payment Method

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

Please note that while we initiate refunds within the stated timeframes, the actual time the funds appear in your account may depend on your financial institution or payment provider. Anthony's Coal Fired Pizza is not responsible for any delays caused by banks or third-party payment processors.

7. Partial Refunds

In certain situations, a partial refund may be issued rather than a full refund. Partial refunds may apply in the following cases:

• Only certain items in a multi-item order were incorrect, missing, or of unsatisfactory quality.
• The order was mostly correct, but a minor modification or add-on was omitted.
• A portion of the food was consumed before the quality issue was identified, and the remaining portion was deemed unsatisfactory.
• A discount or promotional offer was applied to the original order, meaning the full original price is not eligible for reimbursement.
• Delivery fees may be refunded separately at our discretion depending on the nature of the complaint.

In all partial refund cases, our customer service team will clearly communicate the refund amount and the reasoning behind the partial adjustment. If you disagree with the decision, please refer to our Dispute Resolution process outlined in Section 10.

8. Exchange Policy

As a food service business, we are unable to offer traditional item-for-item exchanges due to food safety regulations and the perishable nature of our products. However, we may offer the following alternatives at our discretion:

• Replacement Order: If you received an incorrect item and report it within the required timeframe, we may offer to prepare and deliver or make available for pickup a replacement item at no additional cost, subject to availability and operational hours.
• Store Credit: In lieu of a monetary refund, we may offer store credit equivalent to the value of the affected item(s), which can be applied to a future order placed through anthonycoalfiredpizza.click.
• Complimentary Item: In some cases, we may offer a complimentary item on your next order as a goodwill gesture.

All exchanges and replacements are subject to our team's verification of the original issue. We reserve the right to determine the most appropriate remedy based on the specific circumstances of each case.

9. Cancellation Policy

We understand that plans can change. Our cancellation policy is as follows:

9.1 Standard Orders (Delivery and Pickup)

• Before Preparation Begins: If you need to cancel your order, please contact us as quickly as possible. If the order has not yet been prepared, we will cancel it and issue a full refund.
• After Preparation Has Begun: Once your order has entered the preparation stage, we are unable to guarantee a full cancellation. A partial refund may be issued at our discretion, depending on how far into the preparation process the order has progressed.
• After Dispatch: Orders that have already been dispatched for delivery cannot be canceled. Please contact us to discuss potential remedies.

9.2 Catering and Large Group Orders

• Catering orders canceled 72 hours or more before the scheduled event or pickup time are eligible for a full refund.
• Catering orders canceled between 24 and 72 hours before the scheduled time may be eligible for a 50% refund, as preparation and ingredient sourcing may have already commenced.
• Catering orders canceled within 24 hours of the scheduled time are non-refundable, as significant preparation work and resources will have already been allocated.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, or if you believe your claim was not handled fairly, you have the right to escalate the matter through the following process:

10.1 Internal Escalation

Contact our customer support team and request to have your case escalated to a senior team member or manager. Provide your original case reference number and a clear explanation of why you are dissatisfied with the initial decision. We will review the escalated case and respond within 5 business days.

10.2 Written Formal Complaint

If you remain unsatisfied following internal escalation, you may submit a formal written complaint via email to [email protected]. Your written complaint should include:

• Your full name and contact information
• Your order number and date of order
• A detailed description of the issue and the resolution you are seeking
• Copies of any prior correspondence with our team

We will acknowledge your formal complaint within 2 business days and provide a final written decision within 10 business days.

10.3 External Dispute Resolution

If you are not satisfied with our final decision, you may pursue the following external avenues:

• Federal Trade Commission (FTC): You may file a complaint with the FTC at reportfraud.ftc.gov if you believe our practices are unfair or deceptive under the FTC Act.
• State Consumer Protection Agencies: Depending on your state of residence, your state's attorney general office or consumer protection bureau may be able to assist.
• Credit Card Chargeback: If you paid by credit card and believe a charge was unauthorized or fraudulent, you may contact your credit card issuer to initiate a chargeback process. Note that initiating a chargeback while a refund case is already being handled by our team may complicate the resolution process.
• Small Claims Court: You may pursue a resolution through your local small claims court for unresolved monetary disputes, subject to applicable jurisdictional limits.

11. Consumer Rights Under U.S. Law

As a customer in the United States, you are protected by various federal and state consumer protection laws, including:

• The Federal Trade Commission (FTC) Act: Prohibits unfair or deceptive acts or practices in commerce, including misleading refund policies.
• State Consumer Protection Laws: Most states have their own consumer protection statutes that provide additional rights regarding refunds, warranties, and fair dealing in commercial transactions. Customers in California, for example, may have additional rights under the California Consumer Legal Remedies Act (CLRA).
• Fair Credit Billing Act (FCBA): Provides protections for credit card users, including the right to dispute billing errors and unauthorized charges.

Nothing in this Refund Policy is intended to limit or waive your rights under applicable law. If any provision of this policy conflicts with applicable law, that provision shall be interpreted to the extent necessary to comply with the law.

12. Policy Updates

Anthony's Coal Fired Pizza reserves the right to update or modify this Refund Policy at any time. Any changes will be reflected on this page with an updated "Last Updated" date. We encourage customers to review this policy periodically to stay informed of any updates. Continued use of our website or services after any changes to this policy constitutes your acceptance of the revised terms.

13. Contact Information for Refund Requests

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