Refund Policy

At Costa Vida, we are committed to providing our customers with the highest quality food and 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. By placing an order or making a purchase through our website vidacostas.rest or at any of our locations, you agree to the terms described in this policy.

We encourage you to read this policy carefully before completing any transaction. If you have questions or concerns, please do not hesitate to contact us using the information provided at the bottom of this page.

1. Eligibility for Refunds

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

• The order received was incorrect and does not match what was placed.
• The food item was of poor quality, spoiled, contaminated, or otherwise unfit for consumption at the time of delivery or pickup.
• A duplicate charge was made for the same order.
• The order was never delivered despite confirmation of placement and payment.
• A technical error on our platform resulted in an unintended or unauthorized transaction.
• An item listed as available was not provided and no substitution was offered or approved.

To be eligible for a refund, you must notify us within the applicable timeframe described in Section 2 below, and you must provide reasonable evidence to support your claim (e.g., photos of incorrect or unsatisfactory items, order confirmation numbers, receipts).

Refunds are evaluated on a case-by-case basis. Costa Vida reserves the right to deny a refund request if the claim does not meet the eligibility criteria or if the evidence provided is insufficient.

2. Refund Request Timeframes

Time is an important factor in our refund process. The following timeframes apply to all refund requests:

Requests submitted outside of these timeframes may not be eligible for a refund. We strongly recommend contacting us as soon as an issue arises to ensure your claim is processed in a timely manner.

3. Non-Refundable Items and Services

Certain items and circumstances are not eligible for a refund. These include, but are not limited to:

• Food items that have been fully consumed or substantially consumed before a complaint is raised.
• Orders where the customer selected incorrect items or customizations and the order was prepared as specified.
• Promotional items, complimentary meals, or items provided free of charge.
• Gift cards and digital vouchers once they have been redeemed.
• Delivery fees charged by third-party delivery platforms (these are subject to the respective platform's refund policy).
• Service fees or convenience fees applied at checkout.
• Catering orders cancelled less than 48 hours before the scheduled delivery or event date.
• Orders where the customer provided an incorrect delivery address and the food was delivered to that address.
• Taste preferences or personal dissatisfaction that does not relate to a quality or fulfillment issue.

4. How to Request a Refund

Requesting a refund from Costa Vida is a straightforward process. Please follow the steps below to submit your request:

1. Gather Your Information: Collect all relevant details including your order number, the date and time of your order, the items in question, your payment method, and any supporting evidence such as photos of incorrect or unsatisfactory items.
2. Contact Us: Reach out to our customer support team via email at [email protected] or by visiting our website at vidacostas.rest. Alternatively, you may contact us by phone or visit a location directly.
3. Describe the Issue: Clearly explain the nature of your complaint. Include your full name, contact information, order number, and a detailed description of the problem. Attach any supporting photos or documents.
4. Await Confirmation: Our team will acknowledge your request within 1–2 business days and may reach out to you for additional information if needed.
5. Review and Decision: Our customer service team will review your claim and notify you of the outcome via email within 5–7 business days of receiving your complete request.
6. Refund Issuance: If your refund is approved, it will be processed according to the timeframes described in Section 5 below.

We ask that customers interact with our support team respectfully throughout the process. Abusive, threatening, or fraudulent claims will be rejected and may be reported to relevant authorities in accordance with applicable United States federal and state laws, including the FTC Act (15 U.S.C. § 45).

5. Refund Processing Times by Payment Method

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

Please note that processing times may vary depending on your bank or financial institution. Costa Vida is not responsible for delays caused by banking institutions once a refund has been submitted. If you do not see your refund within the stated timeframe, we recommend checking with your bank or card issuer before contacting us.

6. Partial Refunds

In some situations, a partial refund may be issued rather than a full refund. Partial refunds may apply when:

• Only a portion of your order was incorrect, missing, or of poor quality, while the rest of the order was satisfactory.
• A promotional discount or coupon was applied to your original order and a full refund would result in an overpayment.
• The issue reported affects only specific items within a larger catering or group order.
• The customer has already consumed a portion of the order before reporting the issue.
• Delivery fees or service charges are non-refundable and are deducted from the total refund amount.

The amount of a partial refund will be calculated based on the value of the affected items minus any applicable fees. Our customer service team will clearly communicate the refund amount and the reasoning behind any deductions prior to processing.

7. Exchange Policy

Costa Vida is happy to offer exchanges in certain circumstances as an alternative to a monetary refund. Exchanges are subject to the following conditions:

• The exchange must be requested at the time of delivery or pickup, or within 30 minutes of receiving your order at one of our locations.
• Exchanges are only available for incorrect items — for example, if you received the wrong menu item and we can prepare the correct item within a reasonable time.
• The replacement item must be of equal or lesser value. If a higher-value item is requested as an exchange, the difference must be paid by the customer.
• Exchanges are subject to availability of menu items at the time of the request.
• Items that were prepared correctly but are simply not preferred by the customer are not eligible for an exchange.

To request an exchange, please contact the location where your order was placed or reach out to our customer support team immediately. We will do our best to resolve the issue quickly and to your satisfaction.

8. Cancellation Policy

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

8.1 Standard Online and Phone Orders

Orders placed online or by phone may be cancelled within 5 minutes of placing the order, provided that food preparation has not yet begun. Once preparation has started, cancellations are no longer accepted and a refund will not be issued.

8.2 Scheduled and Advance Orders

If you have placed an advance order scheduled for a future date and time, you may cancel the order up to 2 hours before the scheduled pickup or delivery time. Cancellations made less than 2 hours before the scheduled time will not be eligible for a refund.

8.3 Catering Orders

Catering orders require significant preparation and planning. The following cancellation terms apply:

• Cancellation more than 72 hours before the event: Full refund of the deposit and any amounts paid.
• Cancellation between 48–72 hours before the event: 50% refund of the total amount paid.
• Cancellation less than 48 hours before the event: No refund will be issued.

9. Orders Placed Through Third-Party Platforms

If your order was placed through a third-party delivery service such as DoorDash, Uber Eats, Grubhub, or a similar platform, please be aware that Costa Vida's Refund Policy may have limited applicability. In such cases:

• Refunds and disputes for orders placed on third-party platforms are primarily governed by the respective platform's refund and dispute resolution policies.
• You should contact the delivery platform's customer support directly for refund assistance related to delivery issues, missing items reported through their app, or charges applied by the platform.
• Costa Vida will cooperate with third-party platforms in investigating quality complaints and will issue refunds directly in cases where the error is confirmed to have originated from our kitchen.

10. Dispute Resolution

If you are unsatisfied with the outcome of your refund request, Costa Vida provides the following dispute resolution process:

1. Internal Escalation: You may request that your case be escalated to a senior member of our customer service team by clearly stating your request in a follow-up email to [email protected]. Please reference your original refund request number or order number.
2. Management Review: A manager will review your case within 5 business days and provide a final determination in writing.
3. Chargeback Rights: If you paid by credit or debit card and believe you are entitled to a refund that we have not issued, you have the right to dispute the charge with your card issuer (chargeback). We encourage you to attempt to resolve the matter with us first, as chargebacks can delay resolution. This right is protected under applicable United States consumer protection laws, including the Fair Credit Billing Act (15 U.S.C. § 1666).
4. Consumer Protection Agencies: You may also file a complaint with the Federal Trade Commission (FTC) at reportfraud.ftc.gov or with the consumer protection agency in your state if you believe your consumer rights have been violated.
5. Informal Mediation: Prior to initiating any formal legal proceedings, both parties agree to attempt to resolve any disputes through good-faith negotiation or mediation in accordance with applicable United States law.

This Refund Policy is governed by the laws of the United States and applicable state law. Nothing in this policy limits your statutory rights as a consumer under applicable federal or state law, including the FTC Act (15 U.S.C. § 45) and any applicable state consumer protection statutes.

11. Fraudulent Refund Claims

Costa Vida takes fraudulent refund claims seriously. Any customer found to be submitting false, exaggerated, or fraudulent refund requests will have their claim immediately denied and may be subject to the following consequences:

• Permanent suspension of their account and access to online ordering services.
• Reporting of the fraudulent activity to law enforcement or relevant consumer protection authorities.
• Civil or legal action to recover any amounts wrongfully obtained.

We appreciate the trust our customers place in us and ask for the same honesty and integrity in return. Our refund process is designed to protect both customers and our business from errors and unfair practices.

12. Policy Updates

Costa Vida reserves the right to update or modify this Refund Policy at any time. Any changes will be effective immediately upon posting to our website at vidacostas.rest. We encourage you to review this policy periodically. Continued use of our services following any changes constitutes your acceptance of the revised policy.

13. Contact Information

For all refund requests, questions, or concerns regarding this policy, please contact our customer support team through any of the following channels:

Our customer support team is available during regular business hours, Monday through Friday. We aim to respond to all inquiries within 1–2 business days. For urgent matters related to food safety or health concerns, please contact your local health authority in addition to reaching out to us directly.