Refund Policy

At Anthony's Coal Fired Pizza, we are committed to delivering an exceptional dining experience and the highest quality food with every order. We understand that sometimes things do not go as planned, and we want to make sure our customers feel confident and protected when ordering with us. This Refund Policy outlines the terms and conditions under which refunds, exchanges, cancellations, and dispute resolutions are handled. Please read this policy carefully before placing your order.

By placing an order through our website at anthonyspizzas.digital or through any of our associated ordering channels, you agree to the terms of this Refund Policy. If you have any questions prior to placing your order, please contact us at [email protected].

1. Our Commitment to Customer Satisfaction

Anthony's Coal Fired Pizza takes great pride in the quality of every item we prepare. Our coal fired cooking method produces signature flavors that are central to who we are as a brand. We stand behind every dish that leaves our kitchen. However, we also recognize that issues may occasionally arise — whether it is an incorrect order, a quality concern, or a delivery mishap. This policy is designed to be fair, transparent, and straightforward so you always know what to expect.

Our team evaluates all refund and complaint requests on a case-by-case basis, always keeping your satisfaction as our top priority.

2. Eligibility Conditions for Refunds

To be eligible for a full or partial refund, the following conditions must generally be met:

• The order was placed through anthonyspizzas.digital or an authorized ordering partner.
• The issue is reported within the designated timeframe outlined in Section 3 of this policy.
• The refund request includes sufficient detail and, where applicable, photographic or documentary evidence of the issue.
• The item in question was not consumed in full (for quality-related complaints).
• The request pertains to one or more of the following eligible issues:
  • Incorrect items received (wrong pizza, toppings, or sides)
  • Items missing from the order upon delivery or pickup
  • Significant quality issues (undercooked, spoiled, or foreign objects found in food)
  • Order never received due to a verified delivery failure
  • Duplicate charges or billing errors
  • Technical errors resulting in an order being placed unintentionally

3. Timeframes for Refund Requests

All refund requests must be submitted within the applicable timeframe to be considered. We are unable to process refund requests submitted outside of these windows.

We strongly encourage customers to inspect their orders immediately upon receipt and to contact us as soon as possible if any issue is discovered. Delays in reporting may affect your eligibility for a refund.

4. Non-Refundable Items and Services

Certain items and circumstances are not eligible for a refund under this policy. These include, but are not limited to:

• Completed dine-in meals that were fully consumed without a complaint raised during the dining experience.
• Promotional, discounted, or free items received as part of a special offer, coupon, or loyalty reward.
• Delivery fees and service charges, unless the order was never received due to a verified failure on our part.
• Gratuity or tips added at the time of ordering or upon delivery.
• Gift cards and store credit once issued, unless required by applicable law.
• Orders refused at the time of delivery without a valid reason consistent with this policy.
• Customization errors made by the customer (e.g., customer selected wrong toppings or size at checkout).
• Orders affected by circumstances beyond our control, such as natural disasters, severe weather, or third-party delivery carrier failures beyond our reasonable oversight.

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

To submit a refund request, please follow these steps carefully. Incomplete or improperly submitted requests may result in delays or denial.

1. Gather your order information. Locate your order confirmation email or receipt. You will need your order number, date and time of the order, and the items in question.
2. Document the issue. If applicable, take clear photographs of the food, packaging, or receipt that demonstrate the problem. This is especially important for quality-related complaints.
3. Contact us promptly. Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: anthonyspizzas.digital
4. Provide the following details in your request:
   • Full name
   • Contact email address
   • Order number
   • Date and time of order
   • Description of the issue
   • Photos or supporting documentation (if applicable)
   • Your preferred resolution (refund, replacement, or store credit)
5. Await our response. Our team will review your request and respond within 2 business days. We may ask for additional information during the review process.
6. Resolution notification. Once a decision has been made, you will be notified via email of the outcome, including the refund amount and method if approved.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes for the funds to appear will depend on the original payment method used at checkout.

Please be aware that while we process the refund promptly on our end, the actual timing of the credit appearing in your account is controlled by your financial institution or payment provider. We are unable to expedite this process once the refund has been issued.

7. Partial Refunds

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

• Only a portion of the order was affected by the issue (e.g., one incorrect item out of a larger order).
• The food was partially consumed before the quality issue was identified.
• A complimentary item or discount was already applied to the order at the time of purchase.
• The refund request was submitted outside of the preferred timeframe but within a reasonable window, at the discretion of our team.
• Delivery fees are disputed but the food order was properly fulfilled.

The amount of any partial refund will be determined at our discretion based on the specific circumstances of each individual case. We aim to ensure all outcomes are fair and proportionate.

8. Exchange Policy

In cases where a food item was incorrect or does not meet our quality standards, Anthony's Coal Fired Pizza may offer a replacement rather than a monetary refund. Exchanges are subject to the following conditions:

• Replacement requests must be submitted within the same timeframes outlined in Section 3.
• Replacements are available for delivery or in-store pickup orders, depending on your location and the circumstances of your request.
• Exchanges are offered at our discretion and may not be available in all cases, particularly for delivery orders where logistics make a timely replacement impractical.
• If a replacement is offered and declined by the customer, a refund or store credit may be issued instead, subject to the terms of this policy.
• We reserve the right to offer store credit in lieu of a monetary refund for exchange situations where we are unable to facilitate a physical replacement.

9. Cancellation Policy

We understand that plans change. If you need to cancel an order, please be aware of the following cancellation rules:

9.1 Online and Phone Orders

• Orders may be cancelled within 5 minutes of placement for a full refund, provided that food preparation has not yet begun.
• Once preparation has commenced, cancellations will not be accepted and no refund will be issued.
• To request a cancellation, contact us immediately at [email protected] or via our website at anthonyspizzas.digital.

9.2 Scheduled or Pre-Orders

• Scheduled orders may be cancelled up to 1 hour before the scheduled preparation time for a full refund.
• Cancellations made less than 1 hour before the scheduled time may result in a partial refund or store credit only.

9.3 Catering and Large Group Orders

• Catering or large group orders require a minimum of 48 hours advance notice for cancellation to receive a full refund.
• Cancellations made between 24 and 48 hours in advance may be subject to a cancellation fee of up to 25% of the total order value.
• Cancellations made with less than 24 hours notice will not be eligible for a refund, as ingredients and preparation resources will have already been committed.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund or complaint request, Anthony's Coal Fired Pizza encourages the following dispute resolution process before pursuing any external remedies.

Step 1: Internal Escalation

If your initial refund request was denied or you believe the resolution was inadequate, you may request an escalation to a senior member of our customer support team. Please send an email to [email protected] with the subject line "Refund Dispute – Order #[Your Order Number]" and include all relevant details and prior correspondence.

Step 2: Good Faith Negotiation

Our management team will review your escalated complaint within 5 business days and will make every effort to reach a mutually acceptable resolution. We believe that most disputes can be resolved through open communication.

Step 3: Consumer Protection Resources

If our internal resolution process does not result in a satisfactory outcome, you may contact the following external resources available to consumers in the United States:

• Federal Trade Commission (FTC): www.ftc.gov — For consumer protection complaints under the FTC Act.
• Your State Attorney General's Office — For consumer rights complaints applicable in your state of residence.
• Better Business Bureau (BBB): www.bbb.org — For mediation services and business complaint filing.
• Your credit card issuer or bank — For chargeback requests where applicable under your card agreement.

11. Chargebacks

If a customer initiates a chargeback with their financial institution without first attempting to resolve the issue through our internal process, Anthony's Coal Fired Pizza reserves the right to contest the chargeback and provide all relevant transaction documentation to the payment processor or bank. We encourage all customers to contact us first, as we are typically able to resolve concerns faster than the formal chargeback process.

12. Modifications 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 anthonyspizzas.digital. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage you to review this policy periodically. Your continued use of our ordering services after any changes constitutes your acceptance of the revised policy.

13. Contact Information for Refund Requests

For all refund inquiries, complaints, or questions related to this policy, please reach out to us using the contact information below. Our customer support team is ready to assist you and will respond as promptly as possible.

This Refund Policy was last reviewed and updated on April 11, 2026. Anthony's Coal Fired Pizza is dedicated to providing quality food and service and appreciates your trust in us. Thank you for choosing Anthony's Coal Fired Pizza.