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. This Refund Policy outlines the terms and conditions under which refunds, exchanges, and cancellations are handled. Please read this policy carefully before placing an order or making a purchase through our website at cost-vida.rest or at any of our locations.

By placing an order with Costa Vida, you acknowledge that you have read, understood, and agreed to the terms set forth in this Refund Policy. This policy is governed by applicable United States federal and state consumer protection laws, including guidelines established by the Federal Trade Commission (FTC) under the FTC Act.

1. Eligibility Conditions for Refunds

Costa Vida strives to ensure that every order meets our high standards of quality and accuracy. A refund may be issued under the following circumstances:

• Incorrect Order: You received an item that was different from what you ordered.
• Missing Items: One or more items from your order were not included in your delivery or pickup.
• Food Quality Issues: The food received was spoiled, undercooked, or otherwise not prepared to a safe or acceptable standard.
• Allergic Reactions Due to Our Error: If you notified us of a food allergy at the time of ordering and the incorrect ingredients were used, resulting in an allergic reaction or health concern.
• Unauthorized Charges: A charge was applied to your account without your authorization.
• Failed Online Orders: An online order was placed, payment was processed, but the order was never fulfilled or confirmed.

To be eligible for a refund, the issue must be reported within the timeframes specified in Section 2 below. Refund requests submitted outside of these windows may not be honored except at our sole discretion.

2. Timeframes for Refund Requests

To ensure a timely and fair resolution, refund requests must be submitted within the following timeframes depending on the nature of the issue:

We strongly encourage customers to contact us as soon as possible after identifying an issue. Late submissions will be reviewed at the discretion of our customer service team, and we cannot guarantee a favorable outcome for requests made outside the stated windows.

3. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds. The following are considered non-refundable:

• Change of Mind: Refunds will not be issued if you simply change your mind after placing an order or receiving your food.
• Consumed Food: Items that have been substantially or fully consumed are not eligible for a refund unless a legitimate quality or safety issue is documented.
• Custom Orders: Specially customized menu items made according to specific customer instructions are non-refundable unless we made an error in preparing the customization.
• Promotional or Discounted Items: Items purchased using promotional codes, special discounts, or gift card balances may not be eligible for cash refunds and may only qualify for store credit.
• Delivery Fees: Third-party delivery fees charged by external delivery platforms (such as DoorDash, Uber Eats, or Grubhub) are not refundable through Costa Vida. Please contact the respective delivery platform directly for fee-related refunds.
• Digital Gift Cards: Once a digital gift card has been purchased and delivered, it is non-refundable.
• Catering Deposits: Non-refundable deposits paid for catering orders are forfeited if the event is canceled within 48 hours of the scheduled service date.

4. How to Request a Refund (Step-by-Step)

To initiate a refund request, please follow the steps outlined below:

1. Step 1 – Gather Your Information: Before contacting us, collect all relevant details including your order number, date and time of purchase, the item(s) in question, and a description of the issue. If applicable, take clear photographs of the food or packaging as supporting evidence.
2. Step 2 – Contact Our Customer Service Team: Reach out to us via one of the following methods:
   • Email: [email protected]
   • Website: cost-vida.rest
3. Step 3 – Submit Your Request: In your refund request, include the following:
   • Full name and contact information
   • Order number or transaction reference
   • Date and time of purchase
   • Description of the issue
   • Supporting photos or documentation (if applicable)
   • Your preferred resolution (refund, replacement, or store credit)
4. Step 4 – Await Confirmation: You will receive an acknowledgment of your request within 1–2 business days. Our customer service team may request additional information or clarification during the review process.
5. Step 5 – Resolution: Once your request has been reviewed and a decision has been made, we will notify you of the outcome via email. If approved, your refund will be processed according to the payment method-specific timelines outlined in Section 5.

5. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your funds will depend on your original payment method. Please refer to the table below for estimated processing times:

Please note that while we process refunds promptly on our end, the actual time for funds to appear in your account depends on your bank or financial institution's policies. We are not responsible for any delays caused by third-party financial processors.

6. Partial Refunds

In certain situations, Costa Vida may issue a partial refund rather than a full refund. Partial refunds may be applied in the following cases:

• Only some items in your order were incorrect, missing, or unsatisfactory, while the remainder of the order was acceptable.
• The food quality issue affected only a portion of the meal (for example, a side dish was incorrect, but the main entrée was satisfactory).
• A promotional discount or coupon was applied to the original order, and the refund will reflect the discounted price paid rather than the full menu price.
• The customer consumed a significant portion of the food before reporting a quality concern, and only a partial issue is substantiated.

The amount of a partial refund will be determined at the discretion of our customer service team based on the specific circumstances of each case. We aim to provide a fair and reasonable resolution for all parties involved.

7. Exchange Policy

In cases where a refund is not the most practical solution, Costa Vida may offer an exchange or replacement as an alternative. Our exchange policy works as follows:

• Incorrect Item Received: If you received a different item than what you ordered, we will prioritize preparing and providing you with the correct item as quickly as possible.
• In-Store Exchanges: For in-store purchases, exchanges must be requested immediately upon receiving the incorrect item. Please bring the original item and your receipt to the counter.
• Online/Delivery Orders: For delivery or online orders, contact us at [email protected] within 24 hours to arrange an exchange or replacement on your next visit or order.
• Replacement Meals: Replacement meals will be offered at no additional charge when the error was made on our part. Replacements are subject to menu availability at the time of the exchange.

We cannot guarantee exchanges for items where the customer has personal preference changes after receiving the order as correctly prepared.

8. Cancellation Policy

We understand that plans change. Please review our cancellation policy below based on the type of order:

8.1 Standard Online Orders

Online orders may be canceled for a full refund if the cancellation is requested before the order enters preparation. Once food preparation has begun, cancellations are not accepted, and no refund will be issued. To cancel an order, contact us immediately at [email protected] with your order number.

8.2 Catering Orders

Catering orders require advance notice for cancellation. The following cancellation terms apply:

8.3 In-Store Purchases

In-store orders that have already been prepared cannot be canceled. If there is an issue with your order, please speak to a team member immediately before leaving the restaurant.

9. Dispute Resolution Process

If you are dissatisfied with the outcome of your refund request or believe your concern has not been adequately addressed, Costa Vida provides the following dispute resolution process:

1. Step 1 – Internal Escalation: Contact our customer service team at [email protected] and request that your case be escalated to a senior customer service representative or manager. Please reference your original complaint ticket number in your message.
2. Step 2 – Written Review: Our management team will conduct a thorough review of your case within 5 business days and provide a written response with a final decision.
3. Step 3 – Credit Card Chargeback: If you paid by credit or debit card and believe you were charged incorrectly, you have the right to dispute the charge with your card issuer. However, we encourage you to attempt resolution with us directly before initiating a chargeback, as this process can be lengthy for all parties involved.
4. Step 4 – FTC and Consumer Protection Agencies: You may also file a complaint with the Federal Trade Commission (FTC) at reportfraud.ftc.gov or with your state's Attorney General's consumer protection office if you believe your consumer rights have been violated.
5. Step 5 – Alternative Dispute Resolution: For disputes that cannot be resolved through internal channels, Costa Vida is open to participating in mediation or arbitration as an alternative to litigation, in accordance with applicable United States federal and state laws.

10. Third-Party Delivery Platforms

If your order was placed through a third-party delivery platform such as DoorDash, Uber Eats, Grubhub, or similar services, please be aware of the following:

• Refund requests for orders placed through third-party platforms must be submitted directly to the respective platform, as Costa Vida does not have control over their refund processes or payment systems.
• Issues related to delivery delays, missing deliveries, or delivery errors are the responsibility of the delivery platform and should be resolved through their customer support channels.
• If the issue was caused by an error on our part (incorrect item prepared, allergy concerns, etc.), please contact us directly at [email protected] and we will work to make it right.

11. 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 cost-vida.rest with an updated effective date. We encourage you to review this policy periodically to stay informed of any changes. Your continued use of our services after any modification constitutes your acceptance of the updated policy.

12. Contact Information for Refund Requests

For all refund-related inquiries, exchanges, cancellations, or disputes, please contact our customer service team using the information below. We are here to help and aim to respond to all inquiries within 1–2 business days.

When contacting us, please have the following information ready to help us process your request as efficiently as possible:

• Your full name
• Your email address used at the time of purchase
• Your order number or transaction ID
• A clear description of the issue
• Any supporting documentation, such as photos or receipts