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 sometimes issues may arise with your order, and we want to make sure you are completely satisfied. 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 through our website at cost-vida.top or at any of our physical locations.

By placing an order with Costa Vida, you agree to the terms set forth in this Refund Policy. If you have any questions or concerns, please contact us directly at [email protected].

1. General Refund Philosophy

Costa Vida takes pride in preparing every order with care and using fresh ingredients. Our goal is to ensure every customer leaves satisfied. However, because we deal with perishable food products, our refund policy must balance customer satisfaction with the practical realities of food service. We evaluate refund requests on a case-by-case basis and strive to find fair solutions for all parties involved.

This policy applies to all orders placed online through cost-vida.top, via mobile application, by telephone, or in person at our restaurant locations. 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.

2. Eligibility Conditions for Refunds

A refund may be issued in the following circumstances:

• Incorrect Order: You received an item that was different from what you ordered (e.g., wrong protein, wrong burrito style, incorrect customizations).
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food you received was spoiled, undercooked, overcooked, or otherwise unfit for consumption.
• Allergen Concerns: An ingredient was included in your order that you specifically requested to be excluded due to a known food allergy, and this caused harm or required medical attention. Documentation may be requested.
• Duplicate Charges: You were charged more than once for the same order due to a technical or processing error.
• Order Not Delivered: Your delivery order was never received, and our delivery confirmation indicates no successful delivery was made.
• Significant Delay: Your order was delayed beyond a reasonable time frame that was not communicated to you at the time of ordering, and the food quality was compromised as a result.

To be eligible for a refund, customers must meet the following conditions:

• The refund request must be submitted within the applicable timeframe outlined in Section 3 of this policy.
• The customer must provide adequate documentation, such as photos, order confirmation numbers, or receipts.
• The issue must not be the result of customer error (e.g., incorrect address entered at checkout, failure to pick up a timely order, or changes requested after the order was confirmed and prepared).

3. Timeframes for Refund Requests

All refund requests must be submitted within the following timeframes to be considered eligible:

Requests submitted outside of the applicable timeframes will not be eligible for a refund unless exceptional circumstances are demonstrated and verified by our customer service team.

4. Non-Refundable Items and Services

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

• Food items that have been fully consumed prior to a complaint being raised.
• Orders where the customer simply changed their mind about the food after it was prepared and delivered.
• Customization errors made by the customer at the time of ordering (e.g., selecting the wrong items from a dropdown menu).
• Delivery fees charged by third-party delivery platforms (e.g., DoorDash, Uber Eats, Grubhub). These fees are subject to the respective platform's refund policies.
• Promotional or discounted items purchased as part of a limited-time offer, unless a defect in quality is demonstrated.
• Gift cards and e-gift vouchers once they have been redeemed.
• Catering orders cancelled less than 48 hours before the scheduled event date (see Section 8).
• Online orders that have already entered the preparation stage (confirmed by our kitchen team).

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

To request a refund, please follow these steps carefully:

1. Gather Your Information: Locate your order confirmation number, receipt, or transaction ID. Take clear photographs of the incorrect, missing, or unsatisfactory food items if applicable.
2. Contact Us Promptly: Reach out to our customer service team within the applicable timeframe (see Section 3) using one of the following methods:
   • Email: [email protected]
   • Website: Submit a request through the contact form available at cost-vida.top
3. Provide Required Details: In your refund request, include the following information:
   • Full name
   • Email address used for the order
   • Order number or transaction reference
   • Date and time of the order
   • Description of the issue
   • Supporting photos or documentation (if applicable)
4. Wait for Acknowledgment: Our customer service team will acknowledge your request within 1–2 business days and may request additional information if needed.
5. Review Process: Our team will review the details of your complaint and make a determination. This process may take up to 5 business days from the date of acknowledgment.
6. Resolution Notification: You will be notified of the outcome via email. If your refund is approved, the refund will be processed according to the timelines outlined in Section 6.

6. Refund Processing Times by Payment Method

Once a refund has been approved by our team, the time it takes to receive your refund will depend on the original payment method used:

Please note that while we process refunds on our end promptly, the time for funds to appear in your account may vary depending on your financial institution. Costa Vida is not responsible for delays caused by banks or payment processors once the refund has been initiated on our end.

7. Partial Refunds

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

• Only certain items in your order were incorrect or missing, while others were received correctly.
• The food quality issue affected only part of your order.
• A catering order was partially cancelled within the cancellation window.
• A promotional discount was applied to part of the order, and the refund is adjusted accordingly.
• The customer partially consumed a meal before discovering a quality issue that would otherwise have justified a full refund.

The amount of a partial refund will be calculated based on the value of the affected items, less any applicable promotional discounts. Our customer service team will communicate the calculated partial refund amount clearly before processing.

8. Cancellation Policy

8.1 Online and App Orders

Due to the fast-paced nature of food preparation, online orders can only be cancelled within 10 minutes of being placed, provided the order has not yet entered the preparation stage. Once our kitchen team has confirmed and begun preparing your order, cancellations will not be accepted, and no refund will be issued.

To cancel an online order, please contact us immediately at [email protected] with your order number.

8.2 Catering Orders

Catering orders require advance planning and resource allocation. Our catering cancellation policy is as follows:

Catering order cancellations must be submitted in writing to [email protected]. The cancellation is not considered complete until you receive a written confirmation from our team.

8.3 In-Store Orders

Orders placed and paid for in-store cannot be cancelled once the order has been submitted to our kitchen. If there is an issue with your in-store order, please speak to a manager on duty immediately for resolution.

9. Exchange Policy

In lieu of a monetary refund, Costa Vida may offer to replace an incorrect or unsatisfactory item with the correct item free of charge. Exchanges are subject to the following conditions:

• The exchange request must be made at the time of discovery of the issue — either in-store immediately upon receiving the order or within 24 hours for delivery or takeout orders.
• For in-store exchanges, the original item (or as much of it as remains uneaten) must be returned to the restaurant staff.
• For delivery or takeout orders, we may issue a replacement item on your next visit or delivery, accompanied by a voucher or credit to your account, in lieu of a physical exchange.
• Exchanges are not available for items that were consumed before the complaint was raised.
• Exchanges are not available for customer preference changes (i.e., simply not liking the taste of a correctly prepared item).

10. Dispute Resolution Process

We encourage all customers to contact our customer service team first when a refund issue arises. We believe most issues can be resolved quickly and amicably through direct communication.

10.1 Internal Resolution

If you are not satisfied with the initial response from our customer service team, you may escalate your complaint by emailing [email protected] with the subject line "Escalated Refund Dispute" and include all prior correspondence. A senior member of our team will review your case and respond within 5 business days.

10.2 Chargebacks

Customers have the right to initiate a chargeback through their bank or credit card provider if they believe a charge was unauthorized or if a genuine dispute cannot be resolved. However, we ask that customers exhaust our internal dispute resolution process before initiating a chargeback. Chargebacks initiated without prior communication with Costa Vida may result in the suspension of your account or future ordering privileges.

10.3 Consumer Protection Resources

If you believe your consumer rights have been violated, you may also contact the following regulatory bodies:

• Federal Trade Commission (FTC): www.ftc.gov — for consumer protection complaints at the federal level.
• Your State Attorney General's Office: Each U.S. state has a consumer protection division that handles food service and commercial transaction complaints.
• Better Business Bureau (BBB): www.bbb.org — for filing a business complaint.

11. Changes to This Refund 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 cost-vida.top with a revised effective date. Continued use of our services after any such changes constitutes your acceptance of the updated policy. We encourage customers to review this page periodically to stay informed of any updates.

12. Contact Information

If you have any questions, concerns, or would like to submit a refund request, please do not hesitate to contact us using the information below. Our customer service team is available to assist you and is committed to resolving your concerns in a timely and professional manner.