Refund Policy

At Costa Vida, we are committed to delivering fresh, high-quality food and an exceptional dining experience to every customer. We understand that situations may arise where a refund or exchange is necessary. This Refund Policy outlines the terms and conditions under which we accept refund requests, process returns, and resolve disputes. Please read this policy carefully before placing an order.

By placing an order through our website vida-costas.digital, in-store, or through any authorized third-party delivery platform, you agree to the terms described in this Refund Policy. If you have questions or concerns, please contact us at [email protected].

1. General Refund Philosophy

Costa Vida takes pride in the quality of every meal we prepare. Our team works diligently to ensure accuracy, freshness, and consistency in every order. However, we recognize that mistakes can happen, and customer satisfaction is our top priority. We will work with you in good faith to resolve any issues related to your order in a fair and timely manner.

Refunds at Costa Vida are governed by applicable United States federal and state consumer protection laws, including the Federal Trade Commission (FTC) Act, which prohibits unfair or deceptive practices in commerce. We are committed to full compliance with all applicable regulations.

2. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund under the following circumstances:

• Incorrect Order: You received an item that was different from what you ordered (e.g., wrong protein, incorrect toppings, wrong meal size).
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food was undercooked, overcooked, spoiled, or otherwise not meeting acceptable food safety or quality standards at the time of delivery or pickup.
• Allergic Reactions or Incorrect Ingredient Information: If you notified us of a dietary restriction or food allergy and we failed to honor that request, resulting in an incorrect preparation.
• Duplicate Charges: You were charged more than once for the same order due to a payment processing error.
• Order Not Received: Your order was confirmed but never delivered and was not made available for pickup, and Costa Vida was responsible for the failure.
• Canceled Order (eligible cancellations): You canceled your order within the permitted cancellation window (see Section 8).

Refund eligibility will be evaluated on a case-by-case basis. Costa Vida reserves the right to request supporting documentation, such as photos of the food or a description of the issue, before approving any refund.

3. Timeframes for Refund Requests

To ensure a fair and efficient process, all refund requests must be submitted within the following timeframes:

4. Non-Refundable Items and Situations

The following items and circumstances are generally not eligible for a refund:

• Orders that have been fully consumed or substantially consumed before the complaint is made.
• Dissatisfaction based solely on personal taste preferences, when the food was prepared correctly as ordered.
• Items purchased as part of a promotional offer, discount, or limited-time deal, unless the item itself was defective or incorrect.
• Gift cards or promotional credits once they have been redeemed and applied to an order.
• Delivery fees charged by third-party delivery services (such as DoorDash, Uber Eats, or Grubhub). These fees are subject to the respective platform's refund policies.
• Orders where the customer provided an incorrect delivery address or pickup location.
• Orders affected by delays caused by third-party delivery partners that are outside of Costa Vida's control.
• Requests submitted outside of the applicable refund request deadline.
• Catering orders canceled less than 48 hours before the scheduled event (see Section 8 for catering cancellation terms).

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

If you believe you are eligible for a refund, please follow the steps below to submit your request:

1. Step 1 — Document the Issue: Take clear photographs of the incorrect, missing, or unsatisfactory items, if applicable. This documentation will help us resolve your request faster.
2. Step 2 — Gather Your Order Information: Locate your order confirmation number, date and time of purchase, and the payment method used.
3. Step 3 — Contact Costa Vida: Reach out to our customer support team via email at [email protected] or through the contact form available at vida-costas.digital.
4. Step 4 — Provide Required Information: In your refund request, please include:
   • Your full name
   • Order confirmation number
   • Date and time of the order
   • Description of the issue
   • Photographs or other supporting evidence (if applicable)
   • Your preferred resolution (refund, replacement, or store credit)
5. Step 5 — Await Confirmation: Our team will acknowledge your request within 1–2 business days and may follow up with additional questions.
6. Step 6 — Resolution: Once your request has been reviewed, we will notify you of our decision via email and process the approved refund accordingly.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes for the funds to appear in your account depends on your original payment method:

Please note that Costa Vida initiates refunds promptly upon approval, but processing times may vary depending on your bank or financial institution. Costa Vida is not responsible for delays caused by third-party payment processors or financial institutions.

7. Partial Refunds

In some cases, a partial refund may be issued instead of a full refund. Partial refunds may apply in the following situations:

• Only one or a few items in a multi-item order were incorrect or missing, while the rest of the order was correct.
• The food quality issue affected only a portion of the order.
• A discount, coupon, or promotional credit was applied to the original order, and the refund reflects only the amount actually paid.
• The customer accepted part of the order and only returns or disputes specific items.
• Late delivery resulted in a degraded experience, but the order was ultimately received.

The amount of a partial refund will be calculated based on the proportional value of the affected item(s) relative to the total order cost. Costa Vida will communicate the proposed partial refund amount to the customer before processing, and we will do our best to reach a mutually agreeable resolution.

8. Cancellation Policy

We understand that plans can change. The following cancellation terms apply to orders placed with Costa Vida:

8.1 Standard Online and In-App Orders

• Orders may be canceled for a full refund if the cancellation is made within 5 minutes of placing the order and before the kitchen has begun preparing the food.
• Once food preparation has begun, cancellations may not be accepted, or only a partial refund may be issued at Costa Vida's discretion.
• Fully prepared or picked-up orders are not eligible for cancellation refunds.

8.2 Catering and Large Group Orders

• Catering orders canceled more than 72 hours before the scheduled event are eligible for a full refund.
• Catering orders canceled between 48 and 72 hours before the event are eligible for a 50% refund.
• Catering orders canceled less than 48 hours before the scheduled event are not eligible for a refund, as ingredients and preparation may already be underway.
• To cancel a catering order, contact us directly at [email protected] as soon as possible.

8.3 Third-Party Platform Orders

If your order was placed through a third-party delivery platform (DoorDash, Uber Eats, Grubhub, etc.), cancellations and refunds are subject to the cancellation policies of that respective platform. Costa Vida does not have direct control over third-party platform order management after the order is submitted.

9. Exchange Policy

Due to the perishable nature of our food products, Costa Vida does not offer traditional item exchanges in the way a retail store might. However, we are committed to making things right when an error occurs. Our exchange options include:

• Order Replacement: If you received the wrong item, we will prepare and provide the correct item at no additional charge, subject to item availability at the time of the request.
• In-Store Exchanges: If you are dining in or picking up and notice an error before leaving the restaurant, please inform a team member immediately. We will remake the item correctly at no cost.
• Store Credit: If a replacement is not possible (for example, during an online order that has already been delivered), we will issue store credit of equal value to the affected item(s), which can be applied to a future order.

Exchanges are only available for items that were prepared incorrectly by Costa Vida. We are unable to exchange items based on a customer's change of preference after the order has been placed and prepared as requested.

10. Dispute Resolution Process

Costa Vida is committed to resolving all customer concerns fairly and efficiently. If you are dissatisfied with the outcome of your refund request, the following dispute resolution process is available to you:

10.1 Internal Escalation

If your initial refund request was denied or you are not satisfied with the resolution offered, you may request an escalation to a senior customer service representative or manager by replying to the original email thread or submitting a new request at [email protected] with the subject line "Refund Dispute — Escalation Request." We will respond within 3 business days.

10.2 Credit Card Chargebacks

If you paid by credit or debit card and believe a charge was made in error or without authorization, you have the right to file a chargeback with your card issuer under applicable consumer protection laws, including protections provided under the Fair Credit Billing Act (FCBA). We encourage customers to contact us directly before initiating a chargeback, as we are often able to resolve issues more quickly through our internal process.

10.3 Consumer Protection Resources

If you believe Costa Vida has engaged in unfair or deceptive practices, you may file a complaint with:

• The Federal Trade Commission (FTC) at www.ftc.gov
• Your state's Attorney General's Office or consumer protection agency
• The Better Business Bureau (BBB) at www.bbb.org

10.4 Informal Negotiation and Mediation

Before initiating any formal legal proceedings, both parties agree to attempt to resolve disputes through good-faith negotiation. If a resolution cannot be reached through direct communication, the parties may agree to engage a neutral third-party mediator. Mediation costs shall be shared equally between the parties unless otherwise agreed.

11. Changes to This Refund Policy

Costa Vida reserves the right to update or modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website at vida-costas.digital. We encourage you to review this policy periodically to stay informed of any updates. Your continued use of our services after a policy update constitutes acceptance of the revised terms.

12. Contact Information

For all refund requests, questions, or concerns related to this policy, please contact our customer support team using the information below:

Our customer support team is available Monday through Friday, 9:00 AM – 6:00 PM (local time). We strive to respond to all inquiries within 1–2 business days.