Refund Policy

Effective Date: March 29, 2026  |  Last Updated: March 29, 2026

1. Overview

At Anthony's Coal Fired Pizza, we are committed to delivering a premium dining and ordering experience. Our coal-fired cooking method produces handcrafted, made-to-order food items prepared fresh upon every order. Because of the nature of our products — freshly prepared, perishable food items — our refund and return policy reflects industry standards while prioritizing customer satisfaction and fairness.

We understand that issues occasionally arise, and we strive to resolve every concern promptly and professionally. This policy outlines your rights and our obligations regarding refunds, cancellations, and exchanges for all purchases made through our website at anthonypizza.world or any authorized ordering platform connected to our brand.

2. Eligibility Conditions for Refunds

Refund requests will be considered and evaluated on a case-by-case basis. To be eligible for a refund, one or more of the following conditions must be met:

• Incorrect Order: You received items that are materially different from what you ordered (e.g., wrong pizza toppings, wrong dish, wrong quantity).
• Missing Items: One or more items from your order were not included in the delivery or pickup order and were charged on your receipt.
• Food Quality Issue: The food received was demonstrably unsatisfactory in quality due to a preparation error, contamination, or a significant departure from our standard food safety practices.
• Order Not Delivered: Your delivery order was never received, and this has been verified by our team or the third-party delivery partner.
• Duplicate Charge: Your payment method was charged more than once for the same order.
• Technical Error: A verified system or technical error resulted in an unintended charge to your account without a corresponding order being placed or fulfilled.

Refund requests that do not meet one of the above conditions may be denied. Anthony's Coal Fired Pizza reserves the right to request supporting documentation, including photographs of the received food, order receipts, or confirmation emails before processing any refund.

3. Non-Refundable Items and Situations

Not all orders or circumstances qualify for a refund. The following items and situations are generally non-refundable:

4. Timeframes for Refund Requests

To ensure your refund request is properly evaluated, all claims must be submitted within the following timeframes:

• Standard Food Orders (Delivery or Pickup): Refund requests must be submitted within 24 hours of receiving your order. After this window, we may be unable to verify the conditions of the food at the time of delivery.
• Missing Items: Must be reported within 2 hours of order delivery or pickup to allow for prompt verification.
• Duplicate or Erroneous Charges: Must be reported within 7 business days of the transaction date appearing on your bank or credit card statement.
• Catering Orders: Cancellation and refund requests for catering must be received at least 72 hours before the scheduled event date for full or partial refunds to be considered.

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

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

1. Gather Your Order Information: Before contacting us, collect the following information:
   • Order confirmation number or receipt
   • Date and time of the order
   • Name and email address used at checkout
   • Description of the issue (with photos if applicable)
2. Contact Our Support Team: Send your refund request to us via one of the following methods:
   • Email: [email protected]
   • Website: anthonypizza.world
3. Provide Supporting Documentation: Attach any relevant photos, receipts, or screenshots that support your claim. This will help us expedite your request.
4. Wait for Acknowledgment: Our customer support team will acknowledge your request within 1–2 business days.
5. Review and Decision: Our team will investigate your claim, which may include reviewing order records, delivery logs, and kitchen preparation data. You will receive a final decision within 3–5 business days.
6. Refund Issued (If Approved): If your refund is approved, it will be processed to your original payment method or as store credit, depending on your preference and our assessment.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time required to receive your funds varies depending on your original payment method:

Please note that while we process refunds promptly on our end, the final posting of funds to your account is governed by your financial institution and may take additional time beyond what is listed above. Anthony's Coal Fired Pizza is not responsible for delays caused by your bank or payment processor.

7. Partial Refunds

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

• Only a portion of the order was incorrect or missing, and the remainder was satisfactorily fulfilled.
• A food quality issue affected only one item in a multi-item order.
• A catering order is partially cancelled after preparation for a portion of the event has already begun.
• The customer accepted and consumed part of the order but has a legitimate complaint about a remaining portion.

The amount of a partial refund will be determined based on the value of the affected item(s) as listed on the original order receipt, minus any applicable service or delivery fees already incurred.

8. Exchange Policy

Due to the perishable and made-to-order nature of our food products, traditional product exchanges are generally not available. However, in situations where we have made a clear preparation error, we may offer the following remedies as alternatives to a monetary refund:

• Order Replacement: We will remake and re-deliver or prepare a corrected version of the affected item at no additional charge, subject to availability and operating hours.
• Store Credit: If you prefer not to wait for a replacement, we may offer store credit of equal or greater value to be used on a future order through anthonypizza.world.
• Complimentary Item: In select cases, especially for in-person dining, our team may offer a complimentary item or dessert as a goodwill gesture.

Exchanges and replacements are subject to management approval and must be requested within the timeframes outlined in Section 4 of this policy.

9. Cancellation Policy

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

9.1 Standard Online Orders

• Orders may be cancelled for a full refund within 5 minutes of placing the order, provided that preparation has not yet begun.
• Once an order has entered the preparation phase, it cannot be cancelled and a refund will not be issued, as the ingredients and labor costs have already been committed.
• To cancel an order, contact us immediately at [email protected] or call your nearest location directly.

9.2 Catering and Large Group Orders

• More than 72 hours before the event: Full refund of any deposits or pre-payments made, minus a 10% administrative fee.
• Between 48 and 72 hours before the event: 50% refund of the total pre-paid amount.
• Less than 48 hours before the event: No refund will be issued, as food sourcing and preparation will have already commenced.
• No-show or no communication: No refund will be issued for catering orders where no prior cancellation notice was provided.

9.3 Reservation Cancellations

For in-restaurant reservations, no deposit is typically required; however, we ask for at least 24 hours' notice for large party reservations (8 or more guests) to allow us to accommodate other patrons. Failure to provide advance notice for large group reservations may result in a limited surcharge at the discretion of the location manager.

10. Dispute Resolution Process

If you are dissatisfied with our response to your refund request, Anthony's Coal Fired Pizza provides the following escalation and dispute resolution process:

1. Step 1 — Internal Escalation: If your initial refund request was denied or you feel the resolution offered was inadequate, you may request escalation to a senior customer service manager by replying to your original support email or contacting us at [email protected] with the subject line: "Refund Dispute — Escalation Request."
2. Step 2 — Management Review: A member of our management team will review all communications, order records, and documentation within 5 business days and provide a final internal decision.
3. Step 3 — Third-Party Mediation: If the dispute remains unresolved after our internal review, both parties agree to seek resolution through a neutral third-party mediator before pursuing formal legal action. Mediation costs shall be shared equally unless otherwise agreed.
4. Step 4 — Chargeback / Credit Card Dispute: You retain the right to contact your credit card company or bank to initiate a chargeback if you believe a charge was unauthorized or fraudulent. We ask that you attempt resolution with us first, in good faith, before initiating a chargeback.
5. Step 5 — Consumer Protection: Customers in the United States are also entitled to file complaints with the Federal Trade Commission (FTC) at reportfraud.ftc.gov, or with their relevant state consumer protection agency.

11. Third-Party Delivery Platforms

If you placed your order through a third-party delivery platform (such as DoorDash, Uber Eats, Grubhub, or any other service), please be aware that the refund and cancellation policy of that platform will also apply. In such cases:

• You should first contact the third-party platform's customer support for refund assistance, as the transaction was processed through their system.
• Anthony's Coal Fired Pizza will cooperate with third-party platforms in investigating legitimate complaints.
• We are not responsible for refunds on orders processed entirely through third-party platforms, as payment is handled by those services independently.

12. Amendments 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 anthonypizza.world with an updated effective date. We encourage customers to review this policy periodically. Your continued use of our services after any changes are posted constitutes your acceptance of the revised policy.

13. Contact Information for Refund Requests

For all refund-related inquiries, cancellations, or disputes, please contact us using the information below. Our customer support team is dedicated to resolving your concerns as quickly and fairly as possible.