Refund Policy

1. Overview

At Anthony's Coal Fired Pizza, your satisfaction is our top priority. We're committed to serving you the highest quality coal-fired pizzas and exceptional dining experiences. If for any reason you're not completely satisfied with your order or service, we want to make it right.

This Refund Policy outlines the circumstances under which refunds may be provided, the process for requesting refunds, and our commitment to resolving any issues you may encounter. We believe in fair and transparent policies that protect both our customers and our business.

2. Refund Eligibility

Refunds may be granted under the following conditions:

Timeframe Requirements

• Dine-in orders: Issues must be reported before leaving the restaurant or within 2 hours of service
• Takeout orders: Issues must be reported within 2 hours of pickup
• Delivery orders: Issues must be reported within 1 hour of delivery
• Catering orders: Issues must be reported within 24 hours of the event

Valid Reasons for Refund

• Food quality issues (undercooked, overcooked, or spoiled food)
• Incorrect order (wrong items, missing items, or dietary restrictions not followed)
• Service failures (excessive delays, unprofessional service)
• Temperature issues (cold food when should be hot)
• Food safety concerns or contamination

Required Documentation

• Original receipt or proof of payment
• Order confirmation number (for online orders)
• Photos of the issue (when applicable)
• Detailed description of the problem

3. Non-Refundable Items

The following items and services are not eligible for refunds:

• Consumed food: Items that have been substantially consumed (more than 50%)
• Custom orders: Specialty pizzas made to personal specifications
• Gift cards: Once purchased, gift cards cannot be refunded for cash
• Promotional items: Free items received through promotions or coupons
• Alcoholic beverages: Due to licensing regulations (exchanges may be available)
• Third-party delivery fees: Fees charged by external delivery services
• Catering deposits: Unless cancelled within 48 hours of booking
• Change of mind: Refunds not available simply due to preference changes

4. Refund Process

Follow these steps to request a refund:

Step 1: Immediate Reporting

Report any issues as soon as possible while still at the restaurant, or contact us immediately if you've already left.

Step 2: Contact Methods

• In-person: Speak with the manager on duty
• Phone: Call us at +7 913 916-10-22
• Email: Send details to [email protected]
• Online: Use our contact form on the website

Step 3: Provide Information

When requesting a refund, please provide:

• Your contact information
• Date and time of visit/order
• Receipt or order number
• Detailed description of the issue
• Photos if applicable

Step 4: Review Process

Our team will review your request within 24 hours and contact you with a resolution. We may ask for additional information or photos to better understand the issue.

Step 5: Resolution

Once approved, refunds will be processed according to our refund methods outlined below.

5. Refund Methods

Payment Method Refunds

• Credit/Debit Cards: Refunded to the original card within 3-5 business days
• Cash Payments: Cash refunds available immediately in-store, or check by mail within 7-10 business days
• Gift Cards: Refunded as store credit or new gift card
• Mobile Payments: Refunded to the original payment method within 1-3 business days

Alternative Compensation

Depending on the situation, we may offer:

• Store credit with additional bonus value
• Complimentary meal vouchers
• Free appetizer or dessert on next visit
• Percentage discount on future orders

Processing Timeframes

• In-store cash refunds: Immediate
• Credit card refunds: 3-5 business days
• Check refunds: 7-10 business days
• Store credit: Immediate

6. Exchanges

In many cases, we prefer to offer exchanges rather than refunds to ensure you have a positive dining experience with us.

Exchange Options

• Item replacement: Replace incorrect or unsatisfactory items with correct alternatives
• Meal replacement: Replace entire meal if multiple issues exist
• Size upgrades: Upgrade to larger size at no additional cost
• Menu substitutions: Exchange for items of equal or lesser value

Exchange Process

• Exchanges can be processed immediately in-store
• For takeout/delivery, return to store or request redelivery
• Original item should be returned when possible
• No additional charges for exchanges due to our error

When Exchanges Are Preferred

• Wrong pizza toppings or size
• Temperature issues that can be corrected
• Minor preparation errors
• Preference-related concerns

7. Damaged or Defective Items

We take special care with orders that arrive damaged or have quality defects.

Immediate Resolution

• Complete replacement: Full order replacement for significantly damaged items
• Priority preparation: Rush preparation of replacement items
• Full refund: Available if replacement is not feasible
• Delivery issues: Redelivery at no charge or pickup credit

Quality Defects Include

• Burnt or severely overcooked food
• Undercooked dough or raw ingredients
• Foreign objects in food
• Spoiled or expired ingredients
• Cross-contamination issues

Documentation Requirements

For damaged or defective items, please provide:

• Clear photos of the issue
• Description of the defect
• Immediate notification (within 30 minutes)
• Return of damaged items when possible

8. Contact Information

For refund requests, questions about this policy, or any other concerns, please contact us:

What to Include in Your Request

• Your full name and contact information
• Date and time of visit or order
• Receipt number or order confirmation
• Detailed description of the issue
• Photos if applicable
• Preferred resolution method

Response Timeframes

• Phone calls: Immediate assistance during business hours
• Email requests: Response within 24 hours
• In-person: Immediate resolution when possible
• Complex cases: Resolution within 48-72 hours

Additional Information

This Refund Policy is subject to change without notice. Updates will be posted on our website with the revision date. For the most current version of our policies, please visit our website or contact us directly.

Our refund policy is designed to be fair to both our customers and our business. We reserve the right to refuse refund requests that appear fraudulent or abusive. Repeated refund requests from the same customer may be subject to additional review.

Thank you for choosing Anthony's Coal Fired Pizza. We appreciate your business and the opportunity to serve you exceptional coal-fired pizza and hospitality.