Refund Policy

Overview

At Anthony's coal fired pizza, customer satisfaction is our highest priority. We stand behind the quality of our food and services, and we want every customer to have an exceptional dining experience. This refund policy outlines the conditions and procedures for requesting refunds on purchases made through our restaurant, catering services, and online ordering systems.

We are committed to resolving any issues promptly and fairly. If you are not completely satisfied with your purchase, please review the terms below and contact us within the specified timeframes to discuss your concerns.

Last Updated: January 1, 2026

Refund Eligibility

To be eligible for a refund, the following conditions must be met:

Timeframe Requirements

• Dine-in Services: Issues must be reported during your visit or within 24 hours of your meal
• Takeout Orders: Refund requests must be made within 2 hours of pickup
• Delivery Orders: Issues must be reported within 1 hour of delivery
• Catering Services: Concerns must be raised within 4 hours of the scheduled event
• Gift Cards: Refund requests must be made within 30 days of purchase if unused

Required Documentation

• Valid receipt or order confirmation number
• Photo evidence (for quality or preparation issues)
• Detailed description of the problem
• Contact information for follow-up

Product Condition

• Food items must be substantially uneaten (at least 75% remaining)
• Items must be in original packaging where applicable
• Evidence of the issue must be clearly documented

Non-Refundable Items

The following items and services are not eligible for refunds:

• Consumed Food: Items that have been substantially consumed (less than 75% remaining)
• Custom Orders: Specially prepared items made to specific customer requests
• Promotional Items: Free items, samples, or promotional giveaways
• Event Deposits: Non-refundable deposits for catering events (unless cancelled 48+ hours in advance)
• Third-Party Services: Delivery fees charged by external delivery partners
• Late Complaints: Issues reported outside the specified timeframes
• Taste Preferences: Refunds based solely on personal taste preferences without quality issues
• Expired Gift Cards: Gift cards that have passed their expiration date
• Lost Receipts: Orders without valid proof of purchase

Refund Process

Follow these steps to request a refund:

1. Contact Us Immediately
   • Call us at +1 207-348-6900 during business hours
   • Email us at [email protected] with your complaint
   • Visit our restaurant in person with your receipt
2. Provide Required Information
   • Order number or receipt details
   • Date and time of purchase
   • Detailed description of the issue
   • Photos if applicable
3. Allow for Investigation
   • Our team will review your request within 24 hours
   • We may ask for additional information or photos
   • Management will assess the validity of the claim
4. Receive Decision
   • We will contact you with our decision within 48 hours
   • Approved refunds will be processed immediately
   • Alternative solutions may be offered if applicable

Refund Methods

Approved refunds will be processed using the following methods:

Original Payment Method

• Credit/Debit Cards: Refunded to the original card used for purchase
• Cash Payments: Cash refund available immediately at our restaurant
• Gift Cards: Refunded as store credit or new gift card
• Digital Payments: Processed through the original payment platform

Processing Timeframes

• Cash Refunds: Immediate when visiting in person
• Credit Card Refunds: 3-5 business days to appear on statement
• Debit Card Refunds: 1-3 business days
• Digital Wallet Refunds: 1-2 business days
• Gift Card Refunds: Immediate store credit available

Refund Limitations

• Refunds cannot exceed the original purchase amount
• Taxes and fees are refunded proportionally
• Processing fees are non-refundable where applicable
• Delivery fees may be refunded only if delivery service failed

Exchanges

In some cases, exchanges may be preferable to refunds:

Exchange Options

• Food Replacement: Same item prepared correctly
• Menu Substitution: Different item of equal or lesser value
• Store Credit: Credit toward future purchases
• Rain Checks: Vouchers for future visits

Exchange Conditions

• Must be requested within the same timeframes as refunds
• Original receipt required
• Exchanged items must be of equal or lesser value
• No cash back for exchanges to lower-priced items
• Store credit issued for value differences

Damaged or Defective Items

Special policies apply to damaged or defective food items:

Immediate Action Required

• Report issues immediately upon receipt
• Do not consume damaged or defective items
• Preserve items for inspection if safe to do so
• Take photos before disposing of potentially unsafe food

Covered Defects

• Incorrect temperature (cold when should be hot)
• Wrong ingredients or missing items
• Overcooked or undercooked food
• Foreign objects in food
• Spilled or damaged packaging
• Food safety concerns

Resolution Priority

1. Immediate replacement when possible
2. Full refund if replacement not feasible
3. Store credit with additional compensation
4. Meal vouchers for future visits

Contact Information

For all refund requests and customer service inquiries, contact us through any of the following methods:

Response Times

• Phone Calls: Immediate response during business hours
• Email Inquiries: Response within 24 hours
• In-Person Visits: Immediate assistance available
• Emergency Issues: Priority handling within 1 hour

Important: When contacting us for refund requests, please have your receipt or order number ready, along with a clear description of the issue. This will help us process your request more efficiently.

We appreciate your business and are committed to making things right. Our customer service team is trained to handle all refund requests with professionalism and urgency.