Refund Policy

At Anthony's Coal Fired Pizza, we are committed to providing our customers with the highest quality food and dining experience. We understand that situations may arise where a refund or order adjustment is necessary. This Refund Policy outlines your rights, our obligations, and the procedures for requesting refunds, exchanges, and cancellations for orders placed through our website at anthonyscoalcafe.click or directly at our locations.

Please read this policy carefully before placing any order. By completing a purchase or placing an order with Anthony's Coal Fired Pizza, you acknowledge that you have read, understood, and agreed to the terms outlined in this Refund Policy. This policy is governed by applicable United States federal consumer protection laws, including regulations enforced by the Federal Trade Commission (FTC) under the FTC Act.

1. Our Commitment to Customer Satisfaction

Anthony's Coal Fired Pizza takes great pride in crafting authentic, coal-fired food made with premium ingredients. Every order is prepared with care and attention to detail. However, we recognize that occasionally an order may not meet your expectations due to errors, quality issues, or other unforeseen circumstances. In such cases, we are dedicated to making things right in a fair, timely, and professional manner.

Our customer satisfaction team is available to review each refund request on a case-by-case basis. We strive to resolve all concerns quickly and equitably in accordance with this policy.

2. Eligibility Conditions for Refunds

To be eligible for a refund, your request must meet one or more of the following conditions:

• Incorrect Order: You received items that are different from what you ordered (wrong toppings, wrong size, wrong item entirely).
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food arrived in an unacceptable condition (e.g., undercooked, burnt beyond normal coal-fired preparation, spoiled, or otherwise inedible).
• Allergen Concerns: An allergen was present in your order that was not disclosed or was specifically requested to be excluded, and this is verifiable based on your original order notes.
• Significant Delay: Your order was delayed by more than 60 minutes beyond the estimated delivery time provided at the time of order placement, resulting in unsatisfactory food quality.
• Order Not Received: Your delivery order was confirmed as dispatched but never arrived at the provided delivery address.
• Duplicate Charge: You were charged more than once for the same order due to a payment processing error.

Refund eligibility is subject to review and verification by our customer satisfaction team. We may request photographic evidence or other supporting information to process your request.

3. Timeframes for Refund Requests

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

Requests submitted outside of these timeframes may not be honored, as food safety standards and the perishable nature of our products make it difficult to verify claims beyond these windows. We encourage all customers to review their orders promptly upon receipt.

4. Non-Refundable Items and Situations

Certain items and circumstances are not eligible for refunds. Please review the following carefully:

• Change of Mind: Refunds will not be issued simply because you changed your mind after the order has been prepared or is in transit.
• Customized Orders: Orders with extensive custom modifications (e.g., specific toppings requested that were delivered correctly) are not eligible for refunds based on taste preference alone.
• Consumed Orders: If more than half of the food has been consumed before a quality complaint is raised, refunds may be denied at our discretion.
• Incorrect Delivery Address: If an order could not be delivered due to an incorrect or incomplete address provided by the customer, no refund will be issued unless the order is successfully returned to the store.
• Third-Party Delivery Platform Orders: Orders placed through third-party delivery services (such as DoorDash, Uber Eats, or Grubhub) are subject to those platforms' individual refund policies. Anthony's Coal Fired Pizza does not process refunds for orders placed through third-party services.
• Promotional or Discounted Items: Items purchased at a significant discount or as part of a promotional bundle may be subject to limited or no refund eligibility.
• Catering Deposits: Non-refundable deposits made for catering events are not eligible for refund once confirmed, except in cases of cancellation by Anthony's Coal Fired Pizza.
• Digital Gift Cards: Purchased digital gift cards and e-vouchers are non-refundable once delivered electronically.

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

To submit a refund request, please follow these steps carefully:

1. Step 1 — Gather Your Information: Locate your order confirmation number, the date and time of your order, your contact information, and the specific issue you experienced. If applicable, take clear photographs of the food item(s) in question.
2. Step 2 — Contact Us: Reach out to our customer satisfaction team via email at [email protected] or visit our website at anthonyscoalcafe.click. You may also contact us by phone during business hours.
3. Step 3 — Provide Details: In your message, include the following: your full name, order number, date of order, items in question, nature of the complaint, and any supporting photographic evidence.
4. Step 4 — Await Confirmation: Our team will acknowledge receipt of your refund request within 1–2 business days and may follow up to request additional information.
5. Step 5 — Review and Decision: Your request will be reviewed within 3–5 business days. We will notify you of the decision via the email address associated with your order or account.
6. Step 6 — Refund Issued: If approved, your refund will be processed according to the applicable processing times outlined in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes for funds to appear in your account will vary depending on your original payment method:

Please note that while we process refunds promptly on our end, the final posting of the refund to your account is subject to your bank or financial institution's policies and timelines, which are beyond our control. If you have not received your refund after the stated processing period, we recommend contacting your bank or card issuer before reaching out to us.

7. Partial Refunds

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

• Only certain items in a multi-item order were incorrect or missing, while the rest of the order was satisfactorily delivered.
• A food quality issue affected only part of the order.
• The customer has already partially consumed the order before raising the complaint, and the remaining portion is verifiably unsatisfactory.
• A delivery delay affected the quality of certain items but not others (e.g., beverages arrived in acceptable condition but hot food did not).
• A discount, coupon, or promotional credit was applied to the original order; refunds will be calculated based on the actual amount paid.

Partial refund amounts will be determined at our discretion following a thorough review of your request and any supporting evidence provided. We will communicate the partial refund amount to you before processing.

8. Exchange Policy

Due to the perishable and freshly prepared nature of our food products, traditional item-for-item exchanges are not available for orders that have been delivered or picked up. However, we do offer the following alternatives when an order does not meet your expectations:

• Replacement Order: In cases of missing or significantly incorrect items, we may offer to prepare and send a replacement order at no additional charge, subject to availability and our team's approval. This option is typically available for dine-in and pickup orders and is at our discretion.
• Store Credit: In lieu of a cash refund or replacement, we may offer store credit equal to the value of the affected items, redeemable on a future order through anthonyscoalcafe.click.
• In-Store Resolution: Customers dining in at any Anthony's Coal Fired Pizza location are encouraged to speak directly with the manager on duty to resolve any issues with their order immediately. In-store managers have the authority to provide complimentary replacement items, discounts, or other accommodations.

9. Cancellation Policy

Given that our food is freshly prepared upon order receipt, our cancellation window is very limited. Please review the following cancellation terms carefully:

9.1 Online and Phone Orders

Cancellations for online or phone orders must be requested within 5 minutes of order placement. After this time, preparation of your order may have already begun, and cancellations may not be accepted. To cancel, contact us immediately by phone or email.

9.2 Catering and Large Group Orders

Catering orders and large group reservations require a minimum of 72 hours (3 business days) advance notice for cancellation to receive a full refund of any deposit paid. Cancellations made within 72 hours of the scheduled event will result in forfeiture of the deposit. Cancellations made within 24 hours of the event may result in additional charges covering the cost of ingredients and preparation already invested.

9.3 Pre-Orders and Scheduled Orders

Pre-orders and scheduled future orders can be cancelled up to 2 hours before the scheduled pickup or delivery time for a full refund. Cancellations within 2 hours of the scheduled time may be subject to a partial refund or store credit only.

9.4 Cancellation by Anthony's Coal Fired Pizza

In the event that Anthony's Coal Fired Pizza must cancel your order due to unforeseen circumstances (e.g., location closure, ingredient unavailability, technical issues, or severe weather), you will receive a full refund processed within the timeframes stated in Section 6. We will notify you of the cancellation and the reason as soon as reasonably possible.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, or if you believe your complaint has not been adequately addressed, you have the following options to escalate the matter:

10.1 Internal Escalation

You may request that your case be escalated to a senior member of our customer satisfaction team or a regional manager. Please send an email to [email protected] with the subject line "Escalated Refund Request — [Your Order Number]". We will respond within 3 business days of receiving the escalation request.

10.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute a charge with your credit card issuer or bank under the Fair Credit Billing Act (FCBA) for credit card transactions or the Electronic Fund Transfer Act (EFTA) for debit card transactions. We encourage you to attempt to resolve the matter directly with us before initiating a chargeback; however, we respect your right to pursue this option if necessary.

10.3 Consumer Protection Resources

If you believe your consumer rights have been violated, you may file a complaint with the following agencies:

• Federal Trade Commission (FTC): reportfraud.ftc.gov
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your State Attorney General's Office — for state-specific consumer protection matters
• Better Business Bureau (BBB): www.bbb.org

11. Policy Amendments

Anthony's Coal Fired Pizza reserves the right to modify, update, or revise this Refund Policy at any time. Any changes will become effective upon posting to our website at anthonyscoalcafe.click. The updated policy will reflect the new effective date at the top of this page. We encourage you to review this policy periodically. Continued use of our services after any modification constitutes your acceptance of the updated terms.

12. Contact Information for Refund Requests

For all refund inquiries, order issues, or customer service matters, please do not hesitate to reach out to us through any of the following channels:

We value your business and thank you for choosing Anthony's Coal Fired Pizza. Our goal is to ensure every experience — from the first bite to the final resolution of any concern — reflects our unwavering commitment to quality and customer satisfaction.