Refund Policy

Effective Date: March 21, 2026 | Last Updated: March 21, 2026

1. Overview

This Refund Policy applies to all purchases and transactions made through our website (anthonys-coalpizza.world), by phone, or in person at any Anthony's Coal Fired Pizza location. By placing an order or making a purchase with us, you acknowledge and agree to the terms outlined in this policy. This policy is designed to be fair, transparent, and consistent with applicable consumer protection laws in the United States, including the Federal Trade Commission (FTC) Act and relevant state regulations.

We encourage all customers to review their orders carefully before confirming a purchase. If you have any questions regarding this policy prior to ordering, please contact our support team at [email protected].

2. Eligibility Conditions for Refunds

We want every customer to be fully satisfied with their experience at Anthony's Coal Fired Pizza. Refunds may be considered under the following conditions:

• Incorrect Order: You received items that are different from what you ordered (e.g., wrong toppings, wrong size, or wrong items entirely).
• Food Quality Issues: The food received was undercooked, overcooked, spoiled, or otherwise unfit for consumption upon delivery or pickup.
• Missing Items: One or more items included in your order were missing from your delivery or pickup bag.
• Allergic Reactions Due to Our Error: If an item was prepared with an ingredient that was explicitly noted as an allergy concern during the ordering process and our team failed to accommodate it.
• Failed Delivery: Your delivery order was never received, and confirmation of non-delivery is verified by our team or the third-party delivery partner.
• Duplicate Charges: Your payment method was charged more than once for a single transaction.
• Cancelled Orders: Your order was cancelled by us prior to preparation or delivery, and payment was already collected.

Refund eligibility is assessed on a case-by-case basis. Anthony's Coal Fired Pizza reserves the right to request supporting documentation, such as photos or order receipts, before approving a refund.

3. Timeframes for Refund Requests

To ensure a smooth refund process, please adhere to the following timeframes when submitting your refund request:

Requests submitted outside of the above timeframes may not be eligible for a full refund. We strongly encourage customers to inspect their orders immediately upon receipt and contact us as soon as a problem is identified.

4. Non-Refundable Items and Services

Certain items and services are not eligible for refunds. These include, but are not limited to:

• Consumed food items: If a food item has been substantially consumed, it will not be eligible for a refund unless a verifiable quality issue is reported within the allowable timeframe.
• Customized or specially prepared orders: Items that were prepared according to specific customer instructions that deviated from our standard menu cannot be refunded if the customer changes their preference after preparation.
• Gift cards and promotional vouchers: Gift cards and promotional offers are non-refundable and cannot be exchanged for cash.
• Delivery fees: Third-party delivery service fees are generally non-refundable unless the failed delivery was due to our error.
• Service charges and gratuities: Service charges and gratuities added to your bill are not refundable.
• Orders placed through third-party platforms: Orders placed through third-party applications (e.g., DoorDash, Uber Eats, Grubhub) are subject to the refund policies of those respective platforms. Anthony's Coal Fired Pizza is not directly responsible for refunds on third-party orders.
• Late cancellations for catering/events: Catering or large group orders cancelled less than 48 hours before the scheduled date are not eligible for a full refund (partial refund conditions may apply — see Section 7).

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

Submitting a refund request is simple and straightforward. Please follow the steps below:

1. Gather Your Information: Before reaching out, have your order confirmation number, the date and time of your order, your contact information, and a description of the issue ready. If applicable, take clear photographs of the item(s) in question.
2. Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: anthonys-coalpizza.world
3. Describe the Issue: Provide a clear and detailed description of the problem. Include what was wrong with your order, how it affected your experience, and what resolution you are seeking (refund, replacement, or store credit).
4. Submit Supporting Evidence: Attach any relevant photos, receipts, or screenshots that support your claim. This helps our team process your request more quickly.
5. Await Confirmation: Our customer support team will acknowledge your request within 1–2 business days and provide you with a reference number for tracking purposes.
6. Review and Resolution: Our team will review your request and may follow up with additional questions. Once a decision has been made, we will notify you via email with the outcome and the next steps.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your funds will depend on your original payment method. The following table outlines typical processing times:

Please note that while we process refunds promptly on our end, the actual timing of the credit appearing in your account is subject to your bank or financial institution's processing schedule. Anthony's Coal Fired Pizza is not responsible for delays caused by third-party financial institutions.

7. Partial Refunds

In certain situations, only a partial refund may be granted. These conditions include:

• Partially consumed orders: If part of your order was consumed before the issue was identified, a partial refund may be issued for the unconsumed or defective portion.
• Late catering cancellations: Catering or event orders cancelled between 24 and 48 hours before the scheduled date may be eligible for a 50% refund of the total order value, at our discretion.
• Orders with multiple items where only some are defective: A partial refund will be applied for the specific item(s) that were incorrect or unsatisfactory, not the entire order.
• Promotional orders: If a discount or promotional code was applied to your order, the refund amount will be calculated based on the amount actually paid, not the original menu price.

Partial refund decisions are made at the sole discretion of Anthony's Coal Fired Pizza management. We will always strive to reach a fair and reasonable resolution for all parties involved.

8. Exchange Policy

In many cases, an exchange or replacement may be a more practical solution than a monetary refund. Anthony's Coal Fired Pizza is pleased to offer order replacements under the following circumstances:

• An incorrect item was delivered or picked up, and the correct item can be prepared and delivered within a reasonable timeframe.
• A food item is found to be of unacceptable quality, and the customer prefers a fresh replacement rather than a refund.
• A missing item can be expedited and delivered or made available for pickup.

To request an exchange, please contact us using the same process outlined in Section 5. Exchanges are subject to availability and operating hours. We cannot guarantee exchanges on items that are limited in availability or outside of our normal service hours.

9. Cancellation Policy

We understand that plans can change. Below is our cancellation policy for different order types:

9.1 Standard Online and Phone Orders

Standard delivery or pickup orders may be cancelled within 5 minutes of placing the order for a full refund. Once food preparation has begun, cancellations will not be accepted, and no refund will be issued. This is because our kitchen team begins preparing your order almost immediately to ensure freshness and timely delivery.

9.2 Catering and Large Group Orders

Catering and large group orders require advanced planning and resource allocation. Our cancellation policy for these orders is as follows:

• More than 48 hours before the event: Full refund issued.
• 24–48 hours before the event: 50% refund issued; remaining 50% retained as a cancellation fee.
• Less than 24 hours before the event: No refund will be issued.

9.3 Cancellations by Anthony's Coal Fired Pizza

In rare cases, we may need to cancel your order due to unforeseen circumstances such as ingredient shortages, operational issues, or severe weather conditions. In such cases, you will receive a full refund within the applicable processing timeframe, and our team will notify you as soon as possible.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we encourage you to escalate the matter using the following process:

1. Step 1 – Internal Escalation: Contact our customer support team again and request that your case be reviewed by a senior manager. Reference your original refund request number and explain why you believe the initial decision was unsatisfactory.
2. Step 2 – Written Complaint: Submit a formal written complaint via email to [email protected] with the subject line "Formal Refund Dispute." Our management team will respond within 5 business days.
3. Step 3 – Mediation: If the matter remains unresolved after the formal complaint process, both parties may agree to pursue mediation through a neutral third-party mediator before seeking legal remedies.
4. Step 4 – Legal Remedies: If all internal resolution attempts are exhausted, customers retain the right to pursue legal remedies as provided under applicable federal and state consumer protection laws, including rights under the Federal Trade Commission (FTC) Act. Disputes arising from transactions in states with specific consumer protection statutes (such as California's Consumer Legal Remedies Act) will be governed by those applicable laws.

11. Chargebacks and Payment Disputes

If you initiate a chargeback with your bank or credit card company without first contacting us, we reserve the right to dispute that chargeback and provide evidence of your order, delivery, and our refund policy. We ask that all customers work directly with our team first, as chargebacks can take significantly longer to resolve than our internal refund process and may negatively impact both parties.

Fraudulent chargeback claims may result in your account being flagged and future orders being declined.

12. Policy Updates

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 anthonys-coalpizza.world. We encourage customers to review this page periodically. Your continued use of our services following any changes constitutes your acceptance of the revised policy.

13. Contact Information for Refund Requests

For all refund-related inquiries, please contact our customer support team using the information below. We are here to help and committed to resolving your concerns as efficiently as possible.