Refund Policy

Effective Date: July 2, 2026 | Last Updated: July 2, 2026

1. Introduction

Anthony's Coal Fired Pizza ("we," "us," "our," or "the Company") is committed to providing our customers with high-quality, freshly prepared food and a satisfying dining experience. We understand that circumstances may arise where a refund or order adjustment is necessary. This Refund Policy has been crafted to ensure transparency, fairness, and a straightforward resolution process for all customers.

This policy applies to all orders placed online through newanthonyscoal.click, by phone, in-person at our restaurant, or through any authorized third-party delivery platforms affiliated with Anthony's Coal Fired Pizza. By placing an order with us, you agree to the terms outlined in this Refund Policy.

For any questions or concerns regarding this policy, please contact us at [email protected].

2. Eligibility Conditions for Refunds

We want every customer to be fully satisfied with their experience. Refunds may be issued under the following circumstances:

• Incorrect Order: You received an item or order that is different from what you placed. For example, a different pizza topping, a missing item, or an entirely wrong order was delivered or prepared.
• Food Quality Issues: The food delivered or served was significantly below our quality standards — including but not limited to food that is undercooked, overcooked, spoiled, or contains foreign objects.
• Allergic Reactions Due to Incorrect Preparation: If you clearly specified an allergy or dietary restriction at the time of ordering and the order was prepared in violation of that instruction, you may be eligible for a refund. Please note that we may require documentation or a detailed description of the incident.
• Undelivered Orders: If an online or delivery order was confirmed and charged but never delivered to the customer without any fault on the part of the customer.
• Duplicate Charges: If your payment method was charged more than once for the same order due to a technical or processing error.
• Order Cancellation Before Preparation: If you cancel your order before it has entered the preparation stage, you are eligible for a full refund. Please see our Cancellation Policy in Section 8 for more details.

All refund requests are evaluated on a case-by-case basis. We reserve the right to request photographic evidence, order confirmation numbers, or other documentation to validate a claim.

3. Timeframes for Refund Requests

To ensure the integrity of our refund process, all refund requests must be submitted within the following timeframes:

Refund requests submitted outside of these windows will generally not be accepted, except in extraordinary circumstances at the sole discretion of Anthony's Coal Fired Pizza management.

4. Non-Refundable Items and Services

The following items and circumstances are generally not eligible for refunds:

• Consumed Items: Food that has been substantially eaten or consumed before a complaint is raised will not be eligible for a full refund. Partial refunds may be considered on a case-by-case basis.
• Change of Mind: Refunds will not be issued if you simply change your mind about an order after it has been prepared or delivered.
• Customization Errors by Customer: If an error in the order was made due to incorrect customization entered by the customer during the online ordering process, a refund may not be issued. However, we will make every effort to accommodate a correction where possible.
• Third-Party Delivery Fees: Delivery fees charged by third-party platforms (such as DoorDash, Uber Eats, or Grubhub) are not controlled by Anthony's Coal Fired Pizza and are not refundable through us. Please contact the respective platform for assistance with delivery fee disputes.
• Promotional or Discounted Items: Items purchased under a special promotion, discount, or limited-time offer may not be eligible for a full refund. Any refund issued will reflect the actual amount paid.
• Gift Cards and Vouchers: Gift cards and promotional vouchers are non-refundable and cannot be exchanged for cash unless required by applicable law.
• Catering Deposits (Non-Cancellation): Catering deposits are non-refundable unless a cancellation request is made within the allowed cancellation window as outlined in Section 8.

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

To request a refund from Anthony's Coal Fired Pizza, please follow these steps:

1. Step 1 – Gather Your Information: Before contacting us, please have the following information ready:
   • Your full name and contact information
   • Your order confirmation number or receipt
   • The date and time of your order
   • A clear description of the issue
   • Photographic evidence of the issue, if applicable (e.g., incorrect item, food quality concern)
2. Step 2 – Contact Us: Submit your refund request through one of the following methods:
   • Email: [email protected]
   • Website: Visit newanthonyscoal.click and use our contact form
3. Step 3 – Refund Review: Once we receive your request, our customer service team will review your submission within 1–3 business days. We may follow up to request additional information or clarification.
4. Step 4 – Decision Notification: You will receive a written response via email informing you of whether your refund has been approved, partially approved, or denied — along with a clear explanation.
5. Step 5 – Refund Issuance: If your refund is approved, it will be processed to your original payment method or in the form of store credit, depending on the circumstances. See Section 6 for processing times.

6. Refund Processing Times by Payment Method

Once a refund has been approved, processing times vary depending on the original payment method used:

Please note that while we process refunds promptly on our end, the time it takes for the refund to appear on your statement is also subject to your bank's or payment provider's internal processing timelines, which are beyond our control.

7. Partial Refunds

In some cases, only a partial refund may be issued. Partial refunds are typically granted under the following conditions:

• Only a portion of your order was incorrect, missing, or unsatisfactory, and the remainder of the order was delivered and consumed as expected.
• The food quality concern applies to only specific items within a larger order.
• A refund request was submitted after the stated timeframe but management, in their sole discretion, determines that some form of compensation is warranted.
• The customer has consumed a significant portion of the order before raising the complaint.
• A promotional discount was applied to the order; refunds will reflect only the amount paid, not the full retail price.

Partial refund amounts will be clearly communicated to you in our written response, along with an explanation of the calculation.

8. Cancellation Policy

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

8.1 Standard Online and Phone Orders

• Full Refund: Cancellations made before the order has entered the preparation stage are eligible for a full refund.
• No Refund: Once the order has been confirmed as being prepared, cancellations will generally not be accepted, and no refund will be issued.
• To cancel an order, please call us or email [email protected] as soon as possible after placing your order.

8.2 Catering and Large Group Orders

• Full Refund: Catering orders cancelled at least 72 hours (3 days) before the scheduled event date are eligible for a full refund, including any deposits paid.
• 50% Refund: Cancellations made between 24 and 72 hours prior to the event will receive a 50% refund of the total order value.
• No Refund: Cancellations made less than 24 hours before the scheduled event will not be eligible for any refund, as ingredients, preparation, and staffing arrangements will already be in place.

8.3 Third-Party Platform Orders

If your order was placed through a third-party delivery platform (e.g., DoorDash, Uber Eats, Grubhub), cancellation and refund policies are governed by the respective platform's terms. Please contact the platform directly to request a cancellation or refund for such orders.

9. Exchange Policy

Due to the perishable nature of food products, Anthony's Coal Fired Pizza does not offer traditional item-for-item exchanges. However, we do offer the following accommodations:

• Order Replacement: If you received an incorrect item or an item with a clear quality defect, we will remake and re-deliver or provide you with the correct item at no additional charge, subject to availability and operational feasibility.
• Store Credit: In cases where a replacement is not feasible, we may offer store credit equivalent to the value of the affected item, which can be used on a future order at newanthonyscoal.click or at our restaurant locations.
• Menu Item Substitution: If a requested item is unavailable and a substitution was made without your prior consent, you are entitled to a full refund or replacement for that item.

Exchanges or replacements must be requested within the same timeframes outlined in Section 3 of this policy.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, or if you believe your concern has not been adequately addressed, you may escalate the matter through the following process:

10.1 Internal Escalation

1. Submit a written escalation request to [email protected] with the subject line: "Refund Dispute – [Your Order Number]".
2. Include your original refund request details, the response you received, and a clear explanation of why you believe the decision should be reconsidered.
3. A senior member of our management team will review your case and respond within 5 business days.

10.2 External Dispute Resolution

If an internal resolution cannot be reached, the following external options are available to you:

• Credit Card Chargeback: You may contact your credit card issuer or bank to file a chargeback dispute. However, we encourage customers to exhaust our internal resolution process first, as chargebacks can be costly and time-consuming for all parties involved.
• Better Business Bureau (BBB): You may file a complaint with the Better Business Bureau at www.bbb.org.
• Federal Trade Commission (FTC): Under the FTC Act, consumers in the United States have rights related to unfair or deceptive business practices. You may file a complaint with the FTC at www.ftc.gov.
• State Consumer Protection Agencies: Depending on your state of residence, you may have additional rights and remedies under applicable state consumer protection laws. We comply with all applicable federal and state consumer protection regulations in the United States.

11. Changes to This Refund Policy

Anthony's Coal Fired Pizza reserves the right to modify, update, or revise this Refund Policy at any time without prior notice. Any changes will be effective immediately upon posting to our website at newanthonyscoal.click. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage you to review this policy periodically to stay informed of any updates.

Your continued use of our website or placement of orders after any changes constitutes your acceptance of the updated Refund Policy.

12. Contact Information

For all refund requests, cancellations, order concerns, or general inquiries related to this policy, please reach out to us through the following channels: