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 issues may occasionally arise with orders, and we want to make sure every concern is addressed fairly and promptly. Please read this Refund Policy carefully to understand your rights and our procedures when it comes to refunds, exchanges, cancellations, and dispute resolution.

1. Overview

This Refund Policy applies to all purchases made through our website at costvida.rest, through our mobile ordering platform, through third-party delivery partners, or directly at any Costa Vida location. By placing an order with us, you acknowledge that you have read, understood, and agreed to the terms set forth in this policy.

As a food service business operating in the United States, Costa Vida is subject to applicable federal and state consumer protection laws, including regulations enforced by the Federal Trade Commission (FTC) under the FTC Act (15 U.S.C. § 45). We are committed to complying with all applicable regulations and ensuring that our refund practices are fair and transparent.

2. Eligibility Conditions for Refunds

Not every order situation qualifies for a refund. Costa Vida evaluates refund requests on a case-by-case basis. You may be eligible for a full or partial refund under the following conditions:

• Incorrect Order: You received an item or meal that was different from what you ordered.
• Missing Items: One or more items from your order were not included in your delivery or takeout bag.
• Food Quality Issues: The food you received was spoiled, improperly prepared, or otherwise not fit for consumption.
• Allergen Concerns: An item contained an allergen that was not disclosed at the time of ordering, and you notified us promptly upon discovery.
• Duplicate Charges: Your payment method was charged more than once for the same order.
• Order Not Delivered: You paid for a delivery order that was never received, and this was not due to an incorrect address provided by you.
• Technical Errors: A confirmed technical failure on our platform resulted in an unintended or erroneous charge.

Refund requests that do not fall within the above categories will be reviewed at the sole discretion of Costa Vida management.

3. Timeframes for Refund Requests

Timely reporting is essential for us to investigate and resolve your concern effectively. Please review the following timeframes:

Requests submitted outside of these timeframes may not be eligible for a refund. We strongly encourage customers to contact us as soon as a problem is identified.

4. Non-Refundable Items and Situations

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

• Food items that have been fully consumed or partially consumed, where the complaint is based on personal taste preference rather than a quality or safety defect.
• Customization errors made by the customer (e.g., selecting the wrong sauce, protein, or toppings at checkout).
• Orders that were picked up incorrectly by the customer from the designated pickup area.
• Dissatisfaction with portion sizes that are consistent with our standard serving guidelines as advertised.
• Delays caused by third-party delivery services beyond our control (please refer to the delivery partner's own refund or compensation policy).
• Gift cards, promotional credits, or loyalty reward points once redeemed.
• Orders that were correctly prepared and delivered but were refused by the customer without a valid reason at the time of delivery.
• Catering orders that were cancelled after the preparation window began (see Section 8 – Cancellation Policy).

5. How to Request a Refund

We have made the refund request process as simple as possible. Please follow these steps:

Step 1 – Gather Your Information

Before contacting us, please have the following ready:

• Your full name and contact information
• Your order number or transaction ID
• The date and time of your order
• A clear description of the issue
• Photographic evidence (if applicable, especially for food quality or incorrect item claims)

Step 2 – Contact Costa Vida

Reach out to our customer support team through one of the following channels:

Step 3 – Submit Your Request

In your message or form submission, clearly state:

• That you are submitting a refund request
• Your order details
• The specific issue you experienced
• Your preferred resolution (refund, replacement, credit)

Step 4 – Await Review

Our team will acknowledge your request within 1–2 business days and begin reviewing the details. We may follow up with additional questions or request supplementary documentation.

Step 5 – Resolution

Once our review is complete, we will notify you of the outcome and, if approved, initiate the refund or resolution process as described in Section 6.

6. Refund Processing Times by Payment Method

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

Please note that while Costa Vida processes refunds promptly upon approval, the final posting to your account is subject to your financial institution's processing timeline, which is beyond our control. If you have not received your refund within the stated timeframe, please first check with your bank or card issuer before contacting us.

7. Partial Refunds

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

• Only a portion of the items in your order were incorrect, missing, or unsatisfactory.
• You consumed a significant portion of the meal before identifying an issue.
• The issue impacted only one component of a combo or bundle order.
• A discount, coupon, or promotional credit was applied to the original order, and the refund is calculated based on the actual amount paid.
• Delivery fees, service charges, or taxes may be non-refundable depending on the nature of the dispute.

The amount of any partial refund will be communicated to you clearly during the resolution process, along with an explanation of how it was calculated.

8. Exchange Policy

In many cases involving incorrect or unsatisfactory food items, Costa Vida may offer a replacement or exchange as an alternative to a monetary refund. Our exchange policy works as follows:

• In-Store Orders: If you are still at the restaurant when you discover an issue with your order, please alert a team member immediately. We will remake your item or provide the correct order at no additional charge.
• Takeout Orders: If you have already left the restaurant, please contact us within 2 hours of your pickup. Subject to review, we may offer a replacement item on your next visit or issue a store credit.
• Delivery Orders: Replacements for delivery orders are subject to availability and delivery partner policies. In most cases, we will offer a store credit or monetary refund if a replacement delivery is not feasible.
• Catering Orders: Exchanges or replacements for catering orders must be requested at the time of delivery or pickup. Post-event claims will be evaluated individually.

Exchanges are subject to the same eligibility conditions as refunds (see Section 2) and must be requested within the applicable timeframes (see Section 3).

9. Cancellation Policy

Our cancellation policy varies depending on the type and timing of your order:

Standard Online Orders

• Orders may be cancelled for a full refund if the cancellation is made within 5 minutes of placing the order and before preparation has begun.
• Once an order has entered the preparation stage, cancellation may not be possible, and a refund may not be issued.

Scheduled / Advance Orders

• Advance orders may be cancelled for a full refund if the cancellation is submitted at least 2 hours before the scheduled pickup or delivery time.
• Cancellations made less than 2 hours before the scheduled time may be subject to a partial refund or store credit only.

Catering Orders

• Catering orders cancelled more than 48 hours before the event time are eligible for a full refund.
• Cancellations made between 24–48 hours before the event may receive a 50% refund or full store credit.
• Cancellations made less than 24 hours before the event are generally non-refundable due to the resources already committed to your order.

To cancel an order, contact us immediately at [email protected] or visit costvida.rest.

10. Dispute Resolution Process

If you are unsatisfied with the outcome of your refund request, you have the right to escalate your concern. Costa Vida is committed to resolving all disputes in good faith.

Step 1 – Internal Escalation

Request that your case be reviewed by a senior member of our customer experience team. Provide any additional documentation or context that may support your claim. We will respond to escalated disputes within 3–5 business days.

Step 2 – Written Formal Complaint

If the internal escalation does not resolve your concern, you may submit a formal written complaint to us at [email protected] with the subject line "Formal Dispute – [Your Order Number]." We will provide a final written response within 10 business days.

Step 3 – External Consumer Resources

If your dispute remains unresolved after our internal process, you may seek assistance from the following external bodies:

• Federal Trade Commission (FTC): www.ftc.gov — for complaints about unfair or deceptive business practices under the FTC Act.
• Your State Attorney General's Office — for state-level consumer protection issues.
• Better Business Bureau (BBB): www.bbb.org — for general business dispute mediation.
• Your Credit Card Issuer or Bank — to initiate a chargeback if you believe you were charged in error and Costa Vida has not resolved the matter.

Costa Vida complies with all applicable United States federal and state consumer protection regulations and will cooperate fully with any legitimate inquiry by regulatory authorities.

11. Third-Party Delivery Platform Orders

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

• Refund and compensation for orders placed through third-party platforms are primarily governed by the policies of those platforms.
• Costa Vida will cooperate with third-party platform investigations but may not have direct authority to issue refunds for those transactions.
• We encourage you to contact the platform directly for the fastest resolution.
• If the platform is unable to resolve your concern and it was clearly due to an error on our part, you may contact us directly at [email protected] for further assistance.

12. Chargebacks and Payment Disputes

While we encourage customers to contact us directly before initiating a chargeback with their bank or credit card provider, we understand that this may sometimes be necessary. Please be aware:

• Filing a chargeback without first contacting Costa Vida may result in delays in resolving your issue.
• Costa Vida reserves the right to dispute chargebacks that we believe are filed in error or in bad faith.
• Customers found to have engaged in fraudulent chargeback activity may be restricted from placing future orders.

13. Changes to This Policy

Costa Vida reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on our website at costvida.rest with an updated effective date. Your continued use of our services after any such changes constitutes your acceptance of the revised policy. We encourage you to review this page periodically.

14. Contact Information

For all refund-related inquiries, cancellations, exchanges, or disputes, please contact us using the information below. Our customer experience team is ready to assist you.