Refund Policy

At Costa Vida, we are committed to delivering fresh, high-quality food and an outstanding dining experience to every customer. We understand that situations may arise where a refund or exchange is necessary, and we have established this Refund Policy to address such circumstances in a fair, transparent, and efficient manner. Please read this policy carefully before placing an order or making a purchase through our website at costvida.click or at any of our locations.

By placing an order or making a purchase with Costa Vida, you acknowledge that you have read, understood, and agreed to the terms outlined in this Refund Policy. If you have any questions or concerns, please do not hesitate to contact us directly at [email protected].

1. General Refund Philosophy

Costa Vida takes customer satisfaction seriously. As a food service business, we recognize that perishable products and prepared meals carry unique considerations when it comes to returns and refunds. Our goal is to ensure that every guest leaves satisfied with their experience. Where a legitimate concern arises — such as an incorrect order, a quality issue, or a billing error — we will make every reasonable effort to resolve the matter promptly and fairly.

All refund requests are evaluated on a case-by-case basis in accordance with applicable United States consumer protection laws, including guidelines set forth by the Federal Trade Commission (FTC) under the FTC Act.

2. Eligibility Conditions for Refunds

Refund requests may be considered under the following conditions:

• Incorrect Order: You received an item that differs from what was ordered (wrong item, wrong size, wrong customization).
• 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, spoiled, or otherwise failed to meet reasonable quality and safety standards at the time it was received.
• Allergic Reactions or Special Dietary Concerns: An item was prepared contrary to a clearly communicated dietary restriction or allergy noted at the time of ordering. Please note that Costa Vida cannot guarantee a completely allergen-free environment.
• Duplicate Charges: Your payment method was charged more than once for the same order.
• Technical Errors: A confirmed technical error during the online ordering process resulted in an unintended charge or order.
• Order Not Delivered: A delivery order was confirmed but never arrived and was not recoverable.

3. Timeframes for Refund Requests

To ensure a prompt and accurate review, all refund requests must be submitted within the following timeframes:

Requests submitted outside of these timeframes may not be eligible for review. We strongly encourage customers to inspect their orders upon receipt and to report concerns as soon as they are identified.

4. Non-Refundable Items and Services

The following items and circumstances are generally not eligible for refunds:

• Fully consumed meals or beverages where the complaint is raised after consumption without a documented quality concern raised at the time of receipt.
• Orders where the customer provided incorrect delivery address information.
• Items affected by customer handling after delivery or pickup (e.g., food left out for extended periods).
• Promotional items or complimentary add-ons received as part of a special offer.
• Catering deposits made for confirmed event orders that have entered preparation.
• Digital gift cards or loyalty rewards once redeemed.
• Delivery fees charged by third-party delivery services (refunds for these must be sought directly from the applicable third-party provider).
• Service charges or convenience fees applied at the time of order placement.

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

To submit a refund request, please follow these steps carefully:

1. Gather Your Information: Before reaching out, please have the following details ready:
   • Full name as provided during the order
   • Order confirmation number
   • Date and time of your order
   • Description of the issue (including photos if applicable — especially for quality complaints)
   • Payment method used
2. Contact Costa Vida: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: costvida.click
3. Submit Your Request: Clearly state that you are requesting a refund and provide all relevant details listed above. Attach any supporting documentation, including photos of the incorrect or unsatisfactory item, packaging, or receipt.
4. Receive Confirmation: Our team will send an acknowledgment of your request within 1–2 business days.
5. Review and Decision: Our customer support team will review your case and respond with a decision within 3–5 business days of receiving your complete request.
6. Refund Issuance: If your refund is approved, it will be processed using the method described in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the processing time will vary depending on the original payment method used:

Please note that while Costa Vida processes refunds promptly upon approval, the actual timing of when the credit appears in your account is determined by your financial institution and is outside of our control. If you have not received your refund after the stated timeframe, please contact your bank or card issuer before reaching out to us.

7. Partial Refunds

In some circumstances, a partial refund may be offered rather than a full refund. Situations where a partial refund may apply include:

• Only a portion of your order was incorrect or missing, and the remainder was satisfactory.
• The food quality concern applies to a single item within a multi-item order.
• A promotion or discount was applied at checkout that affects the refundable total.
• The issue reported is partially attributable to customer error (e.g., incorrect customization instructions provided at the time of order).

Partial refund amounts are determined at the sole discretion of Costa Vida's customer support team based on a fair assessment of the situation.

8. Exchange Policy

Where possible and logistically feasible, Costa Vida prefers to offer an exchange or replacement rather than a monetary refund. Exchanges are subject to the following conditions:

• The exchange request is made within the eligible timeframe (as outlined in Section 3).
• The item in question has not been fully consumed.
• The replacement item is of equal or lesser value than the original item ordered.
• The customer is able to return to the location or place a new delivery order for the corrected item.

For in-store exchanges, please speak directly with a manager or team lead at your Costa Vida location. For online or delivery orders, please contact us at [email protected] to arrange a replacement.

Exchanges for catering orders require advance notice and are subject to ingredient availability and scheduling constraints.

9. Order Cancellation Policy

Costa Vida prepares all food items fresh and to order. As a result, our ability to cancel orders is limited once preparation has commenced.

9.1 Online and App Orders

• Orders may be cancelled within 5 minutes of placement, provided that preparation has not yet begun.
• Once the order has entered the preparation stage, cancellations will not be accepted, and no refund will be issued.
• To request a cancellation within the eligible window, contact us immediately at [email protected] or call the store directly.

9.2 Catering and Large Group Orders

• Catering orders must be cancelled at least 48 hours before the scheduled pickup or delivery time for a full refund of any deposits paid.
• Cancellations made between 24 and 48 hours in advance may receive a 50% refund of the deposit.
• Cancellations made less than 24 hours before the scheduled time are not eligible for a refund of any deposits paid, as ingredients and preparation will have already been committed.

9.3 Third-Party Platform Orders

If your order was placed through a third-party delivery platform (such as DoorDash, Uber Eats, or Grubhub), the cancellation and refund policies of that platform will apply. Costa Vida is not responsible for refunds processed through third-party services. Please contact the respective platform's customer support directly.

10. Dispute Resolution Process

If you are unsatisfied with the outcome of your refund request, Costa Vida encourages you to pursue the following steps before escalating the matter:

1. Internal Escalation: Contact our customer support team again and request that your case be escalated to a senior manager for further review. Provide your original case reference number and any additional supporting documentation.
2. Written Formal Complaint: Submit a formal written complaint to [email protected] with the subject line "Formal Refund Dispute." Our management team will review the matter and respond within 5 business days.
3. Third-Party Mediation: If the matter remains unresolved after internal escalation, both parties agree to attempt resolution through a neutral third-party mediator before pursuing any legal action.
4. Consumer Protection Agencies: You retain the right to file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or your state's Attorney General's office if you believe your consumer rights have been violated.
5. Legal Action: Any legal disputes arising from this Refund Policy shall be governed by the laws of the United States and the applicable state laws where the purchase was made. Both parties agree to first attempt resolution through the dispute process outlined above before initiating formal legal proceedings.

11. Chargebacks and Payment Disputes

We encourage customers to contact Costa Vida directly before initiating a chargeback with their financial institution. Filing a chargeback without first attempting resolution with us may result in a delay in resolving your concern and could affect your ability to place future orders with Costa Vida.

If a chargeback is initiated, we reserve the right to provide all relevant order information, correspondence, and documentation to the applicable financial institution for review purposes.

12. Modifications to This Policy

Costa Vida reserves the right to modify or update this Refund Policy at any time. Changes will be effective upon posting to our website at costvida.click. We encourage customers to review this policy periodically. Continued use of our services following any changes constitutes acceptance of the updated terms.

13. Contact Information

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

Our customer support team is available Monday through Friday, 9:00 AM – 5:00 PM (local time). We aim to respond to all inquiries within 1–2 business days.

Thank you for choosing Costa Vida. We value your trust and are dedicated to ensuring a fresh, satisfying experience with every visit and every order.