Refund Policy

At Costa Vida, we are committed to providing our customers with fresh, high-quality food and an exceptional dining experience. We understand that situations may arise where a refund or exchange is necessary, and we want to make that process as straightforward and fair as possible. Please read this Refund Policy carefully to understand your rights and our procedures.

1. Overview

This Refund Policy applies to all purchases made through our website at food-costavida.digital, via our mobile ordering platform, in-store, or through any authorized third-party delivery partner. By placing an order with Costa Vida, you agree to the terms outlined in this policy. If you have any questions, please contact us at [email protected] before completing your purchase.

We comply with all applicable consumer protection laws in the United States, including regulations enforced by the Federal Trade Commission (FTC) under the FTC Act, as well as state-level consumer protection statutes. If you are a California resident, additional rights may apply to you under the California Consumer Privacy Act (CCPA/CPRA) and other California consumer protection laws.

2. Eligibility Conditions for Refunds

We want every customer to be satisfied with their Costa Vida experience. A refund may be issued under the following conditions:

• Incorrect Order: You received an item that does not match what you ordered (wrong protein, missing ingredients, incorrect size, etc.).
• Food Quality Issues: The food received was spoiled, undercooked, or otherwise not fit for consumption at the time of delivery or pickup.
• Allergic Reactions Due to Incorrect Preparation: If you specified a dietary restriction or allergy during ordering and the order was prepared incorrectly, causing an adverse reaction, you may be eligible for a full refund.
• Missing Items: One or more items from your order were missing upon delivery or pickup.
• Order Not Received: Your order was confirmed and charged but never delivered or made available for pickup within the agreed timeframe.
• Duplicate Charges: You were charged more than once for the same order due to a technical or processing error.
• Significant Delay: Your order was delayed beyond a reasonable time and was no longer usable upon receipt (applies primarily to delivery orders).

To be eligible for a refund, you must report the issue within the timeframe specified in Section 3 below and provide sufficient information to allow us to assess and verify your claim.

3. Timeframes for Refund Requests

Time is an important factor in processing refund claims, especially for perishable food items. The following timeframes apply:

Refund requests submitted outside of these windows may be reviewed on a case-by-case basis at the sole discretion of Costa Vida. We encourage customers to contact us as soon as possible after identifying an issue.

4. Non-Refundable Items and Services

Due to the nature of fresh, made-to-order food, certain items and services are not eligible for refunds:

• Change of Mind: Refunds are not issued if you simply decide you no longer want the food you ordered after it has been prepared.
• Consumed Items: No refund will be issued for items that have been substantially consumed, unless there is a documented quality issue.
• Customized Orders: Orders prepared with specific customizations requested by the customer (extra toppings, specific substitutions, etc.) are non-refundable unless the customization was executed incorrectly.
• Promotional or Discounted Items: Items purchased using special promotional pricing, coupons, or discount codes are non-refundable unless they fall under an eligible quality or accuracy issue.
• Gift Cards and Loyalty Points: Purchases of gift cards and redemptions involving loyalty rewards are final and non-refundable.
• Delivery Fees: Third-party delivery fees are generally non-refundable unless the order was never delivered.
• Late Cancellations for Catering: Catering orders canceled less than 48 hours before the scheduled time are not eligible for a full refund (see Section 8 for partial refund conditions).

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

Follow these steps to submit a refund request with Costa Vida:

1. Step 1 — Gather Your Information: Before reaching out, collect your order confirmation number, the date and time of your order, the payment method used, and any relevant photographs of the issue (incorrect items, quality problems, missing items, etc.).
2. Step 2 — Contact Us: Reach out to our customer support team via email at [email protected] or visit our website at food-costavida.digital. Clearly state "Refund Request" in the subject line of your email.
3. Step 3 — Provide Details: In your message, include:
   • Your full name and contact information
   • Your order confirmation number
   • A clear description of the issue
   • Supporting photos or documentation if applicable
   • Your preferred refund method (original payment method, store credit, etc.)
4. Step 4 — Wait for Confirmation: Our team will acknowledge receipt of your request within 1–2 business days and may ask for additional information if needed.
5. Step 5 — Review and Decision: We will review your claim and notify you of our decision within 3–5 business days. If approved, we will initiate the refund according to the processing timelines listed in Section 6.
6. Step 6 — Receive Your Refund: Once approved, your refund will be processed and returned to your original payment method or issued as store credit, as determined during the review process.

6. Refund Processing Times by Payment Method

Once a refund has been approved by Costa Vida, the time it takes to receive your funds depends on your payment method. The following estimated timelines apply:

Please note that these timelines reflect processing from our end. Your financial institution or payment provider may require additional time to post the funds to your account. Costa Vida is not responsible for delays caused by third-party payment processors or banking institutions.

7. Partial Refunds

In certain situations, a partial refund may be issued rather than a full refund. Partial refunds may apply in the following circumstances:

• Partial Missing Items: Only a portion of your order was missing. A refund will be issued for the value of the missing items only.
• Partially Consumed Orders: If a quality issue is reported after a portion of the order has been consumed, a partial refund reflecting the uneaten portion may be offered.
• Catering Orders — Late Cancellations: Catering orders canceled between 24 and 48 hours before the scheduled time may receive a 50% refund of the total order value. Orders canceled less than 24 hours before the scheduled time are not eligible for a refund.
• Promotional Discounts: If a refund-eligible item was purchased as part of a bundle or combo deal, only the proportional value of that specific item will be refunded.
• Delivery Orders with Minor Issues: If your delivery order had a minor issue (e.g., slight temperature variation but food was still safe and edible), we may offer a partial refund or store credit at our discretion.

The determination of whether a partial or full refund applies will be made by our customer service team based on the specific circumstances of your case.

8. Exchange Policy

Where possible, Costa Vida prefers to resolve order issues through an exchange rather than a refund, particularly for in-store transactions. Our exchange policy is as follows:

• In-Store Exchanges: If you received an incorrect item while dining in or picking up an order, please notify a team member immediately. We will remake your order at no additional charge, subject to verification of the issue.
• Delivery Orders: For delivery orders, exchanges are not always logistically possible. In these cases, a refund or store credit will be offered instead.
• Exchange Window: Exchange requests must be made within 30 minutes of receiving your order at the restaurant, or within 2 hours for delivery orders.
• No Exchange for Consumed Items: Exchanges will not be provided for items that have been substantially consumed, except in cases of documented food quality issues.
• Catering Orders: Exchanges for catering orders are handled on a case-by-case basis. Please contact us as soon as possible if there is an issue with a catering delivery.

9. Cancellation Policy

We understand that plans change. Our cancellation policy is designed to be as flexible as possible while accounting for the perishable nature of our food products.

9.1 Standard Online and Mobile Orders

Once an order has been placed and preparation has begun, cancellation is generally not possible. However, if you need to cancel an order, please contact us immediately:

• Before Preparation Begins: If you contact us within 5 minutes of placing the order and before preparation has started, we will cancel the order and issue a full refund.
• After Preparation Has Begun: Orders cannot be canceled once food preparation has started. No refund will be issued for post-preparation cancellations, except in cases covered by Section 2 of this policy.

9.2 Catering and Large Orders

Catering and large group orders require advance planning and ingredient preparation. The following cancellation terms apply:

To cancel a catering order, please email us at [email protected] with your order confirmation number and the reason for cancellation.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Costa Vida provides a structured dispute resolution process to ensure fairness and transparency.

10.1 Internal Review

You may request an internal review of any refund decision by escalating your case to our management team. To do so, reply to the original refund decision email with the subject line "Refund Dispute — [Your Order Number]" and provide any additional information or evidence you wish to have considered. Our management team will review the case and respond within 5–7 business days.

10.2 Good Faith Negotiation

Costa Vida is committed to resolving all disputes in good faith. We encourage customers to work directly with our customer service and management teams before pursuing any external remedies. Most issues can be resolved quickly through direct communication.

10.3 Third-Party Mediation

If an internal resolution cannot be reached, either party may request non-binding mediation through a mutually agreed-upon neutral third-party mediator. The costs of mediation shall be shared equally between the parties unless otherwise agreed.

10.4 Consumer Protection Agencies

Customers in the United States retain the right to file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or with their state's Attorney General office. California residents may also contact the California Department of Consumer Affairs.

10.5 Chargebacks

If you believe you have been incorrectly charged and we are unable to resolve the dispute, you have the right to dispute the charge with your credit card or payment provider. However, we ask that you contact us first at [email protected], as most issues can be resolved more quickly through direct communication than through the chargeback process.

11. Orders Through Third-Party Platforms

If your order was placed through a third-party delivery platform (such as DoorDash, Uber Eats, Grubhub, or similar services), the refund and cancellation policies of that platform may also apply. Costa Vida is not responsible for refunds on orders fulfilled by third-party platforms. Please contact the respective platform's customer service for issues related to their delivery, fees, or app-related errors. For food quality issues on third-party orders, you may contact us directly and we will work with the platform to resolve your concern where possible.

12. Food Safety and Health-Related Concerns

If you experience a foodborne illness or health concern that you believe is related to food consumed from Costa Vida, please contact us immediately and seek medical attention if necessary. In addition to contacting us, you have the right to report food safety concerns to:

• The U.S. Food and Drug Administration (FDA): www.fda.gov
• The Centers for Disease Control and Prevention (CDC): www.cdc.gov
• Your local county health department

Health and safety concerns will always be treated as a top priority and investigated thoroughly. Refunds for documented food safety incidents will be processed promptly upon verification.

13. Changes to This Refund Policy

Costa Vida reserves the right to modify or update this Refund Policy at any time. Any changes will be posted on our website at food-costavida.digital with an updated effective date. Continued use of our services after any changes constitutes your acceptance of the revised policy. We encourage you to review this policy periodically.

14. Contact Information for Refund Requests

For all refund inquiries, cancellations, and customer support, please contact us using the information below. We strive to respond to all inquiries within 1–2 business days.

When contacting us, please have the following information ready to help us assist you as efficiently as possible:

• Your full name
• Your order confirmation number
• The date and time of your order
• A description of the issue
• Any supporting photographs or documentation