Refund Policy

At Anthony's Coal Fired Pizza, we are committed to delivering an exceptional dining experience with every order. We take pride in the quality of our coal-fired dishes and stand behind every meal we serve. This Refund Policy outlines the terms and conditions under which refunds, exchanges, and cancellations are handled for orders placed through our website at anthonyscoal-pizza.digital or directly at our locations. Please read this policy carefully before placing your order.

1. Our Commitment to Quality

We understand that food orders are time-sensitive and perishable by nature. Our goal is to ensure that every pizza, dish, and beverage you receive meets our high standards of quality. If something goes wrong with your order, we want to make it right. This policy has been designed to be fair, transparent, and easy to understand, in compliance with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act.

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 toppings, wrong size, or wrong dish entirely).
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food was undercooked, overcooked, or otherwise did not meet reasonable quality standards upon receipt.
• Allergic Reactions or Dietary Violations: If you specified a dietary restriction or allergy at the time of ordering and the meal was prepared incorrectly as a result, you may be eligible for a refund. Please note that we cannot guarantee a fully allergen-free environment.
• Damaged or Tampered Packaging: Your order arrived with clearly damaged or tampered packaging that affected the food inside.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical error.
• Order Not Delivered: Your delivery order was confirmed but never arrived within the estimated delivery window.

Refund eligibility is assessed on a case-by-case basis. Anthony's Coal Fired Pizza reserves the right to request photographic evidence or additional information to process a refund request.

3. Timeframes for Refund Requests

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

Requests submitted after these timeframes may not be honored. We strongly encourage customers to inspect their orders immediately upon receipt and contact us as soon as possible if an issue is identified.

4. Non-Refundable Items and Services

Certain items and situations are not eligible for refunds, including but not limited to:

• Change of Mind: Refunds will not be issued simply because you changed your mind about an order that was correctly prepared and delivered.
• Partially Consumed Meals: If more than half of a meal has been consumed, it is generally not eligible for a refund unless a documented quality issue is identified.
• Customized Orders: Meals that were made to your specific custom instructions and were prepared correctly are non-refundable.
• Promotional and Discounted Items: Items purchased at a heavily discounted promotional rate may be non-refundable at our discretion.
• Gift Cards: Gift card purchases are non-refundable and cannot be exchanged for cash.
• Delivery Fees: Third-party delivery platform fees are typically non-refundable and subject to the policies of the respective platform (e.g., DoorDash, Uber Eats, Grubhub).
• Tips and Gratuities: Any tip or gratuity included in your payment is non-refundable.
• Late Requests: Refund requests submitted beyond the timeframes specified in Section 3 above.

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

We have made our refund request process as simple and straightforward as possible. Please follow these steps:

1. Step 1 – Gather Your Information
   Before contacting us, please have the following ready: your order confirmation number, the date and time of your order, your payment method, a description of the issue, and photographs if applicable (especially for food quality or packaging issues).
2. Step 2 – Contact Us
   Reach out to our customer support team using one of the contact methods listed in Section 10 of this policy. You may email us at [email protected] or visit us through our website at anthonyscoal-pizza.digital.
3. Step 3 – Submit Your Request
   Clearly describe the nature of your complaint or issue. Include your order number and any supporting evidence such as photos or screenshots of billing errors. The more detail you provide, the faster we can process your request.
4. Step 4 – Review and Assessment
   Our team will review your request within 1–3 business days. We may follow up with additional questions or request further documentation to verify the claim.
5. Step 5 – Decision and Resolution
   Once reviewed, we will notify you of the outcome via email. If approved, your refund will be processed according to the timelines outlined in Section 6 below. If your request is denied, we will provide a clear explanation.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to reflect in your account will depend on your original payment method:

7. Partial Refunds

In some situations, a partial refund may be offered rather than a full refund. Partial refunds may apply in the following scenarios:

• Only a portion of your order was incorrect or missing, while the rest of the order was fulfilled accurately.
• A meal was partially consumed before a quality issue was identified.
• A discount or promotional credit was already applied to the original order.
• The customer contributed to the issue (e.g., provided an incorrect delivery address).
• The issue affected only one item in a multi-item order.

In cases of partial refunds, the amount refunded will be calculated based on the proportional value of the affected item(s) minus any applicable fees. We will always communicate the partial refund amount to you before processing it.

8. Exchange Policy

Anthony's Coal Fired Pizza offers exchanges under certain conditions, particularly for dine-in and pickup orders. If your meal was prepared incorrectly (e.g., wrong toppings, wrong size) and you are still at our restaurant or have just picked up your order, we will gladly remake the correct item for you at no additional charge.

Please note the following regarding exchanges:

• Exchanges must be requested within the timeframes outlined in Section 3 of this policy.
• Exchanges are subject to ingredient and item availability at the time of the request.
• We cannot offer exchanges for delivery orders that have already been consumed or for issues relating to personal taste preferences.
• Exchanges are not available for catering orders once they have been picked up or delivered and accepted.
• If an exchange is not feasible, a store credit or full refund will be offered as an alternative.

9. Cancellation Policy

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

9.1 Standard Orders (Dine-In, Pickup, and Delivery)

Standard orders may be cancelled for a full refund only before the order has been confirmed and sent to our kitchen for preparation. Once your order has entered the preparation stage, it cannot be cancelled and will not be eligible for a refund on the basis of cancellation alone.

9.2 Online Orders

If you placed your order through our website at anthonyscoal-pizza.digital, you have a brief cancellation window of 5 minutes from the time the order is confirmed. After this window, the kitchen may have already begun preparing your food, and cancellation may not be possible.

9.3 Catering and Large Group Orders

For catering or large group orders (orders above $150 or for 10+ people), the following cancellation terms apply:

10. Dispute Resolution Process

If you are dissatisfied with the outcome of your refund request, you have the right to escalate your concern. We encourage all customers to try to resolve disputes directly with us before pursuing other avenues.

10.1 Internal Escalation

If you believe your initial refund request was not handled properly, you may request a review by a senior member of our customer service team by clearly stating "Escalation Request" in your email subject line when contacting us at [email protected]. Escalated reviews will be completed within 5 business days.

10.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute a charge with your bank or credit card provider if you believe you have been wrongfully charged. We encourage you to first attempt to resolve the matter directly with us. Fraudulent chargebacks filed against legitimate orders may result in the suspension of your account and future orders.

10.3 Third-Party Platform Disputes

If your order was placed through a third-party delivery platform (such as DoorDash, Uber Eats, or Grubhub), disputes and refunds are subject to that platform's own policies. Please contact the respective platform's support team directly. Anthony's Coal Fired Pizza is not responsible for refunds on orders placed through third-party channels unless the issue originated directly from our kitchen.

10.4 Consumer Protection

This policy is designed to comply with applicable consumer protection regulations under the Federal Trade Commission (FTC) Act. You may also contact the FTC or your state's Attorney General office if you feel your consumer rights have been violated.

11. Store Credit as an Alternative

In some cases where a cash or card refund is not applicable, Anthony's Coal Fired Pizza may offer store credit as an alternative resolution. Store credit:

• Is valid for use on any future order at any Anthony's Coal Fired Pizza location or through our website.
• Does not expire within the first 12 months of issuance.
• Is non-transferable and cannot be exchanged for cash.
• Will be communicated to you via email confirmation once issued.

12. Contact Information for Refund Requests

For all refund requests, questions, or concerns related to this policy, please contact our customer support team through the following channels:

Our customer service team is available Monday through Friday, 9:00 AM – 6:00 PM (Eastern Time). We strive to respond to all inquiries within 1–2 business days.

13. Changes to This Policy

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