Refund Policy

1. Overview

At Anthony's Coal Fired Pizza, customer satisfaction is our highest priority. We stand behind the quality of our food and service, and we want every customer to have an exceptional dining experience. This refund policy outlines the circumstances under which refunds may be requested and the procedures for processing such requests.

We are committed to resolving any issues quickly and fairly, ensuring that our customers feel valued and satisfied with their experience at our establishment.

Last Updated: January 1, 2026
Effective Date: January 1, 2026

2. Refund Eligibility

2.1 Timeframe Requirements

Dine-in orders: Issues must be reported during the meal or within 24 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 4 hours of delivery or pickup

2.2 Valid Refund Conditions

Food quality issues (incorrect preparation, poor taste, or temperature problems)
Incorrect orders or missing items
Service-related issues that significantly impact the dining experience
Allergic reactions due to undisclosed ingredients
Food safety concerns or contamination

2.3 Required Documentation

Original receipt or proof of purchase
Order confirmation number (for online orders)
Photographic evidence (when applicable)
Detailed description of the issue

3. Non-Refundable Items and Services

The following items and services are not eligible for refunds under normal circumstances:

Partially consumed food items (unless due to quality issues discovered after consumption began)
Custom or special orders that were prepared correctly according to specifications
Gift cards and promotional certificates
Alcoholic beverages (subject to local regulations)
Items consumed entirely before reporting an issue
Dissatisfaction based solely on personal taste preferences
Orders cancelled after preparation has begun
Delivery charges (unless delivery was significantly delayed or failed)

Note: Exceptions may be made at management discretion for extraordinary circumstances or when customer safety is a concern.

4. Refund Request Process

4.1 In-Person Requests (Dine-in)

Notify your server or manager immediately about the issue
Provide detailed explanation of the problem
Allow staff opportunity to resolve the issue first
If resolution is not satisfactory, request to speak with a manager
Manager will assess the situation and determine appropriate action

4.2 Remote Requests (Takeout/Delivery)

Contact our customer service team at +1 971-489-2202
Email detailed complaint to [email protected]
Provide order number, receipt, and description of issue
Include photos if applicable
Allow 24-48 hours for initial response
Follow up with any additional information requested

4.3 Documentation Requirements

All refund requests must include proof of purchase
Digital receipts are acceptable
Credit card statements may be accepted in exceptional cases
Order confirmation emails serve as valid proof for online orders

5. Refund Processing Methods

5.1 Payment Method Returns

Credit/Debit Cards: Refunds processed to original payment method within 3-5 business days
Cash Payments: Immediate cash refund or store credit at customer's preference
Digital Payments: Refunds to original digital wallet within 1-3 business days
Gift Cards: Refunds issued as new gift card or store credit

5.2 Processing Timeframes

Immediate: Cash refunds and store credit
1-3 Business Days: Digital wallet and online payment refunds
3-5 Business Days: Credit and debit card refunds
5-7 Business Days: Bank transfer refunds
7-10 Business Days: International payment method refunds

5.3 Refund Confirmation

All customers will receive:

Email confirmation when refund is processed
Reference number for tracking purposes
Expected timeline for funds to appear in account
Contact information for follow-up questions

6. Exchanges and Replacements

6.1 Exchange Policy

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

Incorrect orders will be remade at no additional charge
Quality issues may result in replacement meals
Customers may upgrade orders with price difference payment
Exchanges must be requested within the same timeframes as refunds

6.2 Store Credit Options

Store credit may be offered as an alternative to cash refunds
Credit typically includes additional value (e.g., 110% of original purchase)
Store credit does not expire and can be used for any menu items
Credit can be transferred to friends or family members

7. Damaged or Defective Items

7.1 Immediate Response Protocol

Damaged or defective food items receive priority handling
Immediate replacement or full refund offered
No questions asked policy for food safety concerns
Additional compensation may be provided for inconvenience

7.2 Investigation Process

All food safety incidents are documented and investigated
Kitchen procedures reviewed to prevent recurrence
Supplier relationships evaluated when applicable
Customer follow-up to ensure satisfaction and safety

7.3 Health and Safety Priority

Customer health and safety supersede all other policy considerations. In cases involving potential allergic reactions, food poisoning, or contamination:

Immediate full refund plus additional compensation
Medical expense assistance when appropriate
Direct management involvement in resolution
Comprehensive investigation and prevention measures

8. Contact Information for Refund Requests

Customer Service Team

Phone Support
+1 971-489-2202
Monday - Sunday: 10:00 AM - 10:00 PM

Email Support
[email protected]
Response within 24 hours

Restaurant Location
548 SE Ash St, Portland, OR 97214, USA
In-person assistance available during operating hours

Emergency Contact

For urgent food safety concerns or allergic reactions, please call our emergency line at +1 971-489-2202 and speak with a manager immediately. If medical attention is required, please call emergency services first.

What to Include in Your Refund Request:

Order date and time
Receipt or order confirmation number
Detailed description of the issue
Photos (if applicable)
Contact information for follow-up
Preferred resolution (refund, exchange, or credit)