Refund Policy

Customer Satisfaction Overview

At Anthony's Coal Fired Pizza, we are committed to providing exceptional dining experiences and outstanding customer service. Our refund policy reflects our dedication to ensuring every customer leaves satisfied with their order.

We understand that occasionally issues may arise with food orders, and we want to address them promptly and fairly. This policy outlines our procedures for handling refunds, exchanges, and customer concerns to maintain transparency and trust.

Refund Eligibility

To be eligible for a refund, your request must meet the following conditions:

• Timeframe: Refund requests must be made within 2 hours of order pickup or delivery completion
• Valid Reason: Food quality issues, incorrect orders, or delivery problems that impact your dining experience
• Proof of Purchase: Valid receipt, order confirmation, or transaction record must be provided
• Food Condition: For quality issues, the majority of the food item must remain uneaten for evaluation
• Contact Method: Refund requests must be made through official channels (phone, email, or in-person)

Non-Refundable Items

The following items and situations are not eligible for refunds:

• Orders that have been completely consumed before reporting an issue
• Customer preference changes after order completion (taste preferences, dietary restrictions not communicated)
• Orders refused at delivery due to unavailability of customer
• Special promotional items or discounted orders (case-by-case evaluation applies)
• Orders placed more than 24 hours ago without prior communication
• Third-party delivery service fees (these must be addressed directly with the delivery provider)
• Gratuities and service charges

Refund Request Process

Follow these steps to request a refund:

1. Contact Us Immediately: Call us at +57 251 328 9566 or email [email protected] within 2 hours of your order. Provide your order number, contact information, and detailed description of the issue.
2. Provide Documentation: Share your receipt, order confirmation email, or transaction details. Include photos of the food if there are quality issues.
3. Issue Evaluation: Our management team will review your request within 24 hours. We may contact you for additional information or to offer alternative solutions.
4. Resolution Approval: Once approved, we will process your refund or arrange for a suitable alternative such as order replacement or store credit.
5. Refund Processing: Approved refunds are processed within 3-5 business days to your original payment method.

Refund Methods & Timeframes

Refunds are processed based on your original payment method:

• Credit/Debit Cards: 3-5 business days for funds to appear in your account
• Cash Payments: Immediate cash refund available at restaurant location during business hours
• Digital Payments: 1-3 business days for PayPal, Venmo, or other digital wallet refunds
• Gift Cards: Replacement gift card issued with equivalent value
• Store Credit: Immediate store credit available for future purchases (valid for 12 months)

Exchanges & Replacements

In many cases, we prefer to resolve issues through exchanges or replacements rather than refunds:

• Order Replacement: New food items prepared fresh when quality issues are reported
• Incorrect Orders: Immediate replacement with correct items at no additional charge
• Size Upgrades: Complimentary upgrade to larger size when available as goodwill gesture
• Store Credit: 110% of order value as store credit for future purchases
• Priority Service: Expedited service on replacement orders

Exchanges often provide faster resolution and ensure you still enjoy our delicious coal-fired pizzas. Our team will work with you to find the best solution for your situation.

Damaged or Defective Items

Special handling applies to orders with quality or preparation issues:

• Temperature Issues: Cold food upon delivery receives priority replacement or full refund
• Preparation Errors: Undercooked, overcooked, or improperly prepared items are immediately replaced
• Contamination Concerns: Any food safety issues result in full refund plus additional compensation
• Missing Items: Incomplete orders receive missing items plus discount on future order
• Packaging Damage: Delivery damage to food packaging is fully covered with replacement order

Food safety and quality are our top priorities. We take all quality concerns seriously and will investigate any issues to prevent future occurrences.