Refund Policy

Effective Date: April 15, 2026  |  Last Updated: April 15, 2026

1. Overview

This Refund Policy applies to all purchases made through our website anthonyspizza.world, our mobile ordering platforms, third-party delivery services, and in-store transactions at Anthony's Coal Fired Pizza locations. By placing an order with us, you agree to the terms outlined in this policy. This policy is governed by applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act, and any relevant state-specific regulations.

We understand that issues can occasionally arise with food orders, and we are committed to resolving them fairly and promptly. Our goal is to ensure every customer leaves satisfied, whether dining in, picking up, or ordering for delivery.

2. Eligibility Conditions for Refunds

A refund or replacement may be issued under the following circumstances:

• Your order was incorrect or did not match what was described on our menu or confirmed order summary.
• Your food arrived in an unsatisfactory condition (e.g., spoiled, contaminated, or significantly different from what was ordered).
• You received items you did not order, or items were missing from your order.
• Your order was not delivered within a reasonable timeframe, and you did not receive the food.
• You experienced a verifiable food quality issue that did not meet our standards.
• You were charged incorrectly or experienced a billing error.
• A technical error on our website or app resulted in a duplicate charge or an unintended purchase.

To be eligible for a refund, customers must meet the following general requirements:

• The refund request must be submitted within the timeframe specified in Section 3 of this policy.
• Proof of purchase (order confirmation number, receipt, or transaction ID) must be provided.
• The issue must not have been caused by the customer's own error (e.g., incorrect delivery address provided, incorrect customization instructions).

3. Timeframes for Refund Requests

Timeliness is important when it comes to food-related refund requests. Please review the applicable timeframes below:

Requests submitted after these timeframes may not be eligible for a refund. We strongly encourage customers to inspect their orders upon receipt and contact us as soon as possible if any issues are identified.

4. Non-Refundable Items and Services

Certain purchases are not eligible for refunds under any circumstances. These include:

• Gift Cards: All gift card purchases are final and non-refundable. Gift cards cannot be exchanged for cash.
• Loyalty Points or Rewards: Points redeemed or earned through our loyalty program are non-refundable and non-transferable.
• Promotional or Discounted Items: Items purchased as part of a limited-time promotion or special discount are not eligible for refunds unless a quality issue is identified.
• Consumed or Substantially Consumed Food: If more than half of the food item has been consumed before a complaint is raised, a refund may not be issued unless there is a documented quality or safety concern.
• Delivery Fees: Third-party delivery fees are generally non-refundable and are subject to the refund policies of the respective delivery platform (e.g., DoorDash, Uber Eats, Grubhub).
• Customization Errors Made by the Customer: If a customer submits incorrect customization preferences (e.g., wrong toppings, dietary preferences not specified), Anthony's Coal Fired Pizza is not responsible for refunds.

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

To request a refund, please follow these steps:

1. Gather Your Information: Before contacting us, please have the following ready:
   • Your order confirmation number or receipt
   • The date and time of your order
   • A description of the issue
   • Photographs of the food or packaging, if applicable (strongly recommended for quality complaints)
2. Contact Us: Reach out to our customer support team through one of the following methods:
   • Email: [email protected]
   • Website: anthonyspizza.world — navigate to our Contact page and submit a support request.
3. Submit Your Request: Clearly state that you are requesting a refund, describe the problem in detail, and include all relevant order information and supporting evidence (photos, receipts, order numbers).
4. Wait for Acknowledgment: Our team will acknowledge your request within 1–2 business days. You may receive follow-up questions or requests for additional information.
5. Review and Decision: Our team will review your claim and issue a decision within 3–5 business days of receiving your complete request.
6. Resolution: If your refund is approved, you will receive a confirmation and your refund will be processed according to the timelines outlined in Section 6 of this policy.

6. Refund Processing Times by Payment Method

Once a refund is approved, the time it takes to reflect in your account varies depending on the payment method used:

Please note that while we process refunds promptly from our end, the final timing depends on your bank or payment provider. Anthony's Coal Fired Pizza is not responsible for delays caused by financial institutions.

7. Partial Refunds

In certain situations, a partial refund may be issued rather than a full refund. Partial refunds may apply when:

• Only a portion of an order was incorrect or unsatisfactory (e.g., one item out of a multi-item order was wrong).
• The food was partially consumed before the complaint was raised.
• A minor quality concern was noted, but the majority of the order met our standards.
• A discount or coupon was applied to the original order, and the refund amount reflects the actual amount paid for the affected item(s).
• Delivery-related issues where the food arrived late but was still acceptable upon delivery.

The determination of whether a full or partial refund is appropriate will be made by our customer support team on a case-by-case basis, based on the evidence provided and the nature of the complaint.

8. Exchange Policy

In many cases, especially for dine-in and takeout orders, we prefer to resolve issues through a food replacement or exchange rather than a monetary refund. Our exchange policy works as follows:

• Incorrect Items: If you received the wrong item, we will prepare and provide the correct item as quickly as possible at no additional charge.
• Quality Concerns: If the food does not meet our standards upon initial delivery or pickup, we will remake the item at our discretion.
• In-Store Exchanges: For dine-in guests, please notify your server or a manager immediately. We will work to resolve the issue before you leave the restaurant.
• Takeout/Delivery Exchanges: For delivery or takeout exchanges, please contact us within the timeframe specified in Section 3. We may offer a replacement item on your next order or store credit depending on the situation.

Exchanges are subject to availability and are offered at the discretion of Anthony's Coal Fired Pizza management. We are not obligated to provide exchanges for issues that fall under our non-refundable categories.

9. Cancellation Policy

We understand that plans change. Please review our cancellation policy for each order type below:

9.1 Standard Online/App Orders

Orders placed through our website or app may be cancelled for a full refund if the cancellation is requested within 5 minutes of placing the order and before the restaurant has begun preparing it. Once food preparation has started, cancellations may not be honored or may only be eligible for store credit.

9.2 Catering Orders

Catering orders require advance notice for cancellation:

• More than 72 hours before the event: Full refund issued.
• Between 24 and 72 hours before the event: 50% refund issued; remaining balance may be converted to store credit.
• Less than 24 hours before the event: No refund will be issued as preparations will have already begun.

9.3 In-Store Orders

Once a dine-in order has been submitted to our kitchen, it cannot be cancelled. Please review your order carefully before confirming with your server.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Anthony's Coal Fired Pizza provides the following dispute resolution process:

1. Step 1 — Internal Escalation: Contact our customer support team at [email protected] and request that your case be escalated to a senior manager or operations team member. Please include your original case or ticket number in your email.
2. Step 2 — Management Review: A senior member of our team will review your case within 5 business days and issue a final internal decision. We will make every reasonable effort to reach a fair and satisfactory resolution.
3. Step 3 — Third-Party Mediation: If a resolution cannot be reached internally, customers may seek mediation through a neutral third-party mediator. Both parties agree to engage in good faith in any mediation process before pursuing further legal action.
4. Step 4 — Legal Remedies: If all other avenues have been exhausted, customers retain the right to pursue applicable legal remedies under United States federal and state consumer protection laws, including the FTC Act. Customers in California may also have additional rights under the California Consumer Privacy Act (CCPA/CPRA) and California consumer protection statutes.

11. Third-Party Delivery Platforms

If your order was placed through a third-party delivery platform such as DoorDash, Uber Eats, Grubhub, or any other service, please note the following:

• Refunds for orders placed through third-party platforms are primarily governed by the refund and dispute policies of those respective platforms.
• Anthony's Coal Fired Pizza may not have direct control over the refund process for these orders.
• We encourage you to contact the delivery platform's customer support first for delivery-related issues (e.g., late delivery, wrong address).
• For food quality issues originating from our kitchen, please also notify us directly at [email protected] so we can address the matter internally.

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 anthonyspizza.world. We encourage customers to review this policy periodically. Continued use of our services after any changes constitutes acceptance of the updated policy.

13. Contact Information for Refund Requests

For all refund requests, questions, or concerns regarding this policy, please contact us through any of the following channels: