Refund Policy

At Anthony's Coal Fired Pizza, we are committed to providing our customers with exceptional food and dining experiences. We understand that situations may arise where a refund or order adjustment is necessary. This Refund Policy outlines the terms and conditions under which refunds, exchanges, and cancellations are processed. By placing an order through our website anthonyscfpizza.rest or at any of our locations, you agree to the terms described in this policy.

1. Eligibility Conditions for Refunds

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

• Incorrect Order: You received an item that is different from what you ordered.
• Missing Items: One or more items from your order were not included in your delivery or pickup order.
• Food Quality Issues: The food received was undercooked, overcooked, or otherwise failed to meet reasonable quality standards.
• Allergic Reactions Due to Incorrect Preparation: If you notified us of a specific food allergy or dietary restriction and your order was not prepared accordingly, resulting in a reaction or inedible meal, you may be eligible for a full refund.
• Order Not Delivered: If you placed an order for delivery and the order was never received, a full refund will be issued after an investigation period.
• Duplicate Charges: If your payment was charged more than once for a single order due to a technical error, we will promptly refund the duplicate charge.

Refund eligibility is evaluated on a case-by-case basis. We reserve the right to request photographic evidence or additional information before processing any refund.

2. Timeframes for Refund Requests

To ensure that refund requests are handled promptly and efficiently, we ask that all requests be submitted within the following timeframes:

Refund requests submitted after these deadlines may not be honored. We strongly encourage you to contact us as soon as you identify an issue with your order.

3. Non-Refundable Items and Services

Certain items and services are not eligible for refunds under any circumstances:

• Consumed Food: Food that has been substantially consumed is not eligible for a refund unless a documented quality issue existed.
• Special Promotional Orders: Discounted or promotional items purchased during limited-time offers are non-refundable unless they arrive incorrect or inedible.
• Gift Cards and Store Credit: Gift cards and store credits issued by Anthony's Coal Fired Pizza are non-refundable and cannot be exchanged for cash.
• Delivery Fees: Delivery fees are generally non-refundable unless the order was never delivered through our fault.
• Customized or Special-Request Orders: Orders that were prepared exactly as requested with specific customizations are non-refundable if the issue is a change of preference by the customer.
• Digital Vouchers Already Redeemed: Any digital voucher, coupon, or promo code that has already been applied and the order fulfilled is non-refundable.

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

To request a refund, please follow the steps below:

1. Step 1 — Gather Your Information: Before contacting us, please have the following ready:
   • Your full name and contact information
   • Your order number or confirmation email
   • Date and time of the order
   • A clear description of the issue
   • Photos of the food or packaging (if applicable)
2. Step 2 — Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: anthonyscfpizza.rest
3. Step 3 — Submit Your Request: In your communication, clearly state that you are requesting a refund, describe the problem in detail, and attach any relevant photos or documentation.
4. Step 4 — Await Confirmation: Our team will acknowledge your request within 1–2 business days. We may ask follow-up questions or request additional information.
5. Step 5 — Refund Decision: After reviewing your request, we will notify you via email whether your refund has been approved, partially approved, or denied, along with an explanation.
6. Step 6 — Receive Your Refund: If approved, the refund will be issued according to the processing timelines described in Section 5 below.

5. Refund Processing Times by Payment Method

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

6. Partial Refunds

In some cases, a partial refund may be issued rather than a full refund. Situations that may result in a partial refund include:

• Only a portion of the order was incorrect or missing while the remainder was delivered satisfactorily.
• The food quality issue affected only one item in a multi-item order.
• The customer consumed a portion of the order before identifying an issue.
• A catering or group order was partially fulfilled or partially unsatisfactory.
• A discount or promotional value was already applied to the order, reducing the refundable amount.

The refund amount for partial refunds will be determined by our customer service team based on the nature and scope of the issue reported. We will always aim to be fair and transparent in our calculations.

7. Exchange Policy

At Anthony's Coal Fired Pizza, we are pleased to offer order exchanges under appropriate circumstances:

• In-Store Exchanges: If your order was prepared incorrectly at the restaurant, please notify a team member or manager immediately. We will remake your order at no additional cost.
• Delivery Exchanges: If an incorrect item was delivered, please contact us within 24 hours. Depending on the situation, we may offer to resend the correct item (subject to availability and delivery area) or issue a refund for the affected item.
• Preference Changes: Exchanges or remakes based solely on a change in preference (e.g., you ordered a specific topping and simply changed your mind) are not guaranteed and are at the discretion of the restaurant management.

Our goal is to ensure every guest leaves satisfied. If there is an issue with your order, please do not hesitate to reach out so we can make it right.

8. Cancellation Policy

We understand that plans change. Below are the terms governing order and event cancellations:

8.1 Standard Online or Phone Orders

• Orders may be cancelled within 5 minutes of placement without any charge, provided food preparation has not yet begun.
• Once food preparation has started, cancellations are generally not accepted. We may, at our discretion, offer a partial refund or store credit depending on the stage of preparation.

8.2 Catering and Group Event Orders

• Catering orders cancelled 72 hours or more before the scheduled event: Full refund issued.
• Catering orders cancelled between 24 and 72 hours before the event: 50% refund of the total order value.
• Catering orders cancelled less than 24 hours before the event: No refund will be issued, as ingredients and preparation will have already been committed.

8.3 Reservations

For dine-in reservations, we ask that you cancel at least 2 hours in advance if you are unable to attend. Repeated no-shows may result in restrictions on future reservations.

9. Third-Party Delivery Platform Orders

If your order was placed through a third-party delivery platform such as DoorDash, Uber Eats, Grubhub, or similar services, please be aware of the following:

• Refund requests for orders placed through third-party platforms must be submitted directly to that platform, as payment was processed through their system.
• Anthony's Coal Fired Pizza is not responsible for issues arising from third-party delivery errors, including late deliveries, damaged packaging during transit, or platform-related technical issues.
• However, if the issue is related to food preparation (incorrect item, missing item prepared by our kitchen), we encourage you to also reach out to us so we can address the concern internally.

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:

10.1 Internal Escalation

You may request that your case be escalated to a senior manager or our corporate customer service team by clearly stating this in your email to [email protected]. Escalated cases are reviewed within 3–5 business days.

10.2 Mediation

If you feel that the matter has not been resolved through internal escalation, you may seek mediation through an independent mediator. Both parties must agree to participate in mediation. Mediation costs will be shared equally unless otherwise agreed.

10.3 Consumer Protection Rights

As a consumer in the United States, you have rights protected under the Federal Trade Commission (FTC) Act and applicable state consumer protection laws. Nothing in this Refund Policy limits or waives your statutory rights as a consumer. If you believe a fraudulent or deceptive practice has occurred, you may file a complaint with:

• Federal Trade Commission (FTC): www.ftc.gov
• Your applicable state Attorney General's office

10.4 Chargebacks

We encourage customers to contact us before initiating a chargeback with their bank or credit card provider. We are committed to resolving issues promptly and fairly. Chargebacks that are filed without prior contact may result in a review of your account and potential restrictions on future orders.

11. Policy Updates

Anthony's Coal Fired Pizza reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on our website at anthonyscfpizza.rest with an updated effective date. Continued use of our services following the posting of changes constitutes your acceptance of the revised policy. We recommend reviewing this policy periodically to stay informed of any updates.

12. Contact Information for Refund Requests

For all refund-related inquiries, order concerns, or customer service assistance, please contact us through the following channels:

Our team strives to respond to all refund inquiries within 1–2 business days. We appreciate your patience and your trust in Anthony's Coal Fired Pizza. Your satisfaction is our highest priority, and we will always work diligently to make your experience with us a great one.