Refund Policy

Effective Date: March 22, 2026 | Last Updated: March 22, 2026

1. Introduction

This Refund Policy ("Policy") applies to all purchases, orders, and transactions made through our website anthonycoalpizzas.click or directly at any Anthony's Coal Fired Pizza location. By placing an order with us — whether online, by phone, or in person — you agree to the terms described in this Policy.

We take great pride in the quality of our coal-fired pizzas, appetizers, salads, desserts, and beverages. However, we understand that issues may occasionally arise. This Policy is designed to be fair, transparent, and straightforward so you always know what to expect when a problem occurs.

This Policy is governed by applicable United States federal consumer protection laws, including guidelines enforced by the Federal Trade Commission (FTC) Act, as well as state-level consumer protection statutes applicable to the state in which the relevant transaction occurred.

2. Eligibility Conditions for Refunds

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

• Incorrect Order: You received an item that is different from what you ordered (e.g., wrong pizza toppings, wrong size, wrong item entirely).
• Missing Items: One or more items from your confirmed order were not included in your delivery or pickup bag.
• Food Quality Issues: The food received was undercooked, overcooked, spoiled, or otherwise unfit for consumption at the time of delivery or pickup.
• Allergen Concerns: An item contained an ingredient not disclosed on the menu or in your order specifications, particularly if it involves a known allergen you specified when placing your order.
• Significant Delay: Your order arrived more than 45 minutes beyond the estimated delivery time quoted at checkout, resulting in food that was cold or otherwise unacceptable.
• Duplicate Charge: You were charged more than once for the same order due to a technical or processing error.
• Order Not Received: A delivery order was confirmed and paid for but never arrived, and the issue was not caused by an incorrect address provided by the customer.

To be eligible for a refund, you must meet the conditions above and submit your refund request within the applicable timeframe described in Section 3.

3. Timeframes for Refund Requests

Prompt reporting ensures we can investigate and resolve your concern effectively. Please adhere to the following timeframes:

Requests submitted after these deadlines may not be honored. We reserve the right to evaluate late submissions on a case-by-case basis at our sole discretion.

4. Non-Refundable Items and Services

The following items and transactions are generally not eligible for refunds:

• Food items that have been substantially consumed (more than 50% eaten) before a complaint is submitted.
• Orders where the customer provided an incorrect delivery address and the food was not recoverable.
• Customized or special-request items where the customer confirmed the order details at checkout and the items were prepared correctly as specified.
• Promotional or discounted menu items purchased during limited-time offers, unless they also qualify under the eligibility conditions in Section 2.
• Gift cards, loyalty credits, or digital vouchers once they have been redeemed or used for a transaction.
• Delivery fees, service fees, or platform surcharges (unless the entire order qualifies for a full refund due to non-delivery or a severe quality issue).
• Catering deposits for events cancelled with less than 72 hours' notice (see Section 9).
• Beverage items that have been opened and partially consumed without a quality-based defect.

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

Follow these steps to submit your refund request efficiently:

1. Gather Your Order Information: Locate your order confirmation number, order date and time, method of payment, and the name used when placing the order. If you placed the order online, log in to your account at anthonycoalpizzas.click to access your order history.
2. Document the Issue: If applicable, take clear photographs of the food item(s) in question — including any quality issues, incorrect items, or missing items. Photos significantly speed up our review process and improve accuracy.
3. Contact Us: Reach out through one of the following methods:
   • Email: [email protected]
   • Website: anthonycoalpizzas.click (use the Contact Us form)
4. Provide Required Information: In your message or form submission, include:
   • Full name
   • Email address associated with the order
   • Order confirmation number
   • Date and time of order
   • A clear description of the issue
   • Attached photo evidence (if applicable)
   • Your preferred resolution (refund, replacement, or store credit)
5. Await Confirmation: You will receive an acknowledgment of your request within 1 business day. Our team will review your submission and may follow up with additional questions.
6. Resolution Decision: We aim to provide a resolution decision within 3–5 business days of receiving all required information. If your refund is approved, processing will begin immediately per the timelines in Section 6.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your funds depends on your original payment method:

Please note that while we process refunds promptly on our end, your bank or payment provider may take additional time to reflect the credit in your account. Anthony's Coal Fired Pizza is not responsible for delays imposed by third-party financial institutions.

7. Partial Refunds

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

• Only one or a few items in a multi-item order were incorrect, missing, or of unsatisfactory quality.
• The food issue affected only a portion of a larger order (e.g., a topping was missing from one pizza in a two-pizza order).
• A quality issue is verified but the food was partially consumed before the complaint was raised.
• A delivery delay occurred, but the food was ultimately received and was still in acceptable condition.
• A promotional discount was applied to the original order, in which case the refund will be calculated based on the amount actually paid, not the full menu price.

The determination of whether a partial or full refund is warranted rests solely with Anthony's Coal Fired Pizza management, based on the evidence and circumstances presented.

8. Exchange Policy

Where logistically feasible, we prefer to resolve order errors through a replacement or exchange rather than a monetary refund. This ensures you receive what you originally ordered as quickly as possible.

Exchanges or replacements are available under the following conditions:

• The incorrect item was received, and a correct replacement can be prepared and delivered or made available for pickup within a reasonable timeframe.
• A quality defect is identified and the item can be remade at no additional cost to the customer.
• The customer prefers a replacement over a monetary refund and notifies us within the applicable timeframe in Section 3.

Exchanges for personal preference (e.g., you ordered something and simply changed your mind after receiving it) are not guaranteed and will be evaluated at management's discretion. We encourage customers to review their order carefully before confirming and submitting payment.

If a replacement is offered and the customer declines, they may still be eligible for a refund subject to the eligibility conditions in this Policy.

9. Cancellation Policy

9.1 Standard Online and Phone Orders

For standard individual orders placed online through anthonycoalpizzas.click or by phone:

• Orders may be cancelled for a full refund if the cancellation request is made within 5 minutes of order placement, before the kitchen has begun preparation.
• Once the kitchen has accepted and begun preparing your order, cancellations are generally not accepted. In extenuating circumstances, a store credit may be offered at management's discretion.
• Orders already out for delivery cannot be cancelled.

9.2 Catering and Group Orders

For catering orders, large group reservations, or special event bookings:

• Cancellations made more than 72 hours before the scheduled event or delivery time are eligible for a full refund of any deposit paid.
• Cancellations made between 24 and 72 hours before the scheduled time are eligible for a 50% refund of the deposit, with the remainder issued as store credit.
• Cancellations made less than 24 hours before the scheduled time are not eligible for a refund of the deposit, as food preparation and staffing will already have been arranged.
• In the event of a documented emergency (e.g., medical emergency, natural disaster), we will work with you individually to find a fair resolution.

9.3 Anthony's Coal Fired Pizza-Initiated Cancellations

If we must cancel your order due to circumstances on our end — such as ingredient unavailability, staffing issues, or technical problems — you will receive a full refund plus a courtesy store credit for the inconvenience.

10. Dispute Resolution Process

We encourage all customers to first contact us directly using the steps outlined in Section 5 to resolve any issue. We are committed to addressing concerns promptly and fairly.

If you are not satisfied with our initial resolution, the following escalation steps are available:

1. Request an Escalated Review: Ask that your case be reviewed by a senior manager or our customer experience team. Email [email protected] with the subject line "Escalated Refund Review" and include your original case or reference number.
2. Chargeback Through Your Bank: If you paid by credit or debit card and believe the charge is unauthorized or a valid refund has been wrongfully denied, you may contact your bank or card issuer to initiate a chargeback. We comply fully with all payment dispute processes required by Visa, Mastercard, and other card networks.
3. FTC Complaint: As a U.S.-based consumer, you have the right to file a complaint with the Federal Trade Commission (FTC) at reportfraud.ftc.gov if you believe your consumer rights have been violated.
4. State Consumer Protection Agency: You may also contact the consumer protection division of the Attorney General's office in your state for guidance and mediation assistance.
5. Small Claims Court: For unresolved monetary disputes, you retain the right to bring a claim in small claims court in the jurisdiction where you reside or where the transaction occurred, subject to applicable state limits.

We strongly prefer to resolve all disputes amicably and directly. Litigation and formal proceedings are a last resort, and we will always make good-faith efforts to reach a fair resolution before such steps become necessary.

11. Consumer Rights Under Applicable Law

As a customer in the United States, you have rights under federal and state consumer protection laws. The FTC Act (15 U.S.C. § 45) prohibits unfair or deceptive acts or practices in commerce. Nothing in this Refund Policy limits, waives, or overrides any rights you may have under applicable federal or state law.

For customers in California, your rights may be further protected under the California Consumer Protection Laws and the California Unfair Competition Law (UCL). Customers in other states are encouraged to review the consumer protection statutes of their respective state.

12. Changes to This Refund Policy

Anthony's Coal Fired Pizza reserves the right to update, modify, or revise this Refund Policy at any time. Changes will be posted on our website at anthonycoalpizzas.click with an updated "Last Updated" date. Your continued use of our services after any such changes constitutes your acceptance of the revised Policy. We encourage you to review this page periodically.

13. Contact Information for Refund Requests

For all refund inquiries, order issues, or questions about this Policy, please reach out to us using the contact details below. We aim to respond to all inquiries within 1 business day.

This Refund Policy was last reviewed and updated on March 22, 2026. Anthony's Coal Fired Pizza is dedicated to your satisfaction and appreciates your trust in choosing us for your dining experience.