Refund Policy

At Costa Vida, we are committed to providing our customers with high-quality food and an exceptional dining experience. We understand that there may be occasions when our products or services do not meet your expectations. This Refund Policy outlines the conditions under which refunds, exchanges, and cancellations are handled, and how you can contact us to resolve any concerns.

By placing an order through our website vidacostas.digital or at any of our locations, you agree to the terms set forth in this policy. We encourage you to read this document carefully before making a purchase.

1. Eligibility Conditions for Refunds

Costa Vida will consider refund requests under the following circumstances:

• Incorrect Order: You received an item that is different from what you ordered.
• Missing Items: One or more items from your order were missing upon delivery or pickup.
• Food Quality Issues: The food you received was spoiled, undercooked, or otherwise unfit for consumption.
• Allergic Reactions Due to Mislabeling: If an allergen was present in your food item that was not disclosed on our menu or during the ordering process, and it caused an adverse reaction, you may be eligible for a refund.
• Duplicate Charges: If you were charged more than once for the same order due to a technical error on our platform.
• Failed Online Orders: If your online order was not processed correctly and payment was deducted but no order was confirmed or fulfilled.

Refund eligibility is determined on a case-by-case basis. Costa Vida reserves the right to request photographic evidence, order confirmation numbers, or other documentation to validate the claim before approving a refund.

2. Timeframes for Refund Requests

To ensure your refund request is properly reviewed and processed, all claims must be submitted within the timeframes outlined below:

Requests submitted after these timeframes may not be eligible for a refund. We strongly encourage you to inspect your order upon receipt and contact us immediately if you notice any issues.

3. Non-Refundable Items and Services

Certain items and services are not eligible for refunds, regardless of the circumstances. These include:

• Consumed Food Items: Orders that have been partially or fully consumed, except in cases of food quality or safety concerns.
• Change of Mind: Refunds will not be issued simply because you changed your mind about a menu item after it has been prepared.
• Customization Errors by the Customer: If you selected incorrect customizations (e.g., wrong toppings, incorrect size, wrong protein) during the ordering process, and the item was prepared as specified, it may not be eligible for a refund.
• Promotional or Discounted Items: Items purchased as part of a limited-time promotion or with a discount code may be non-refundable unless they meet other eligibility criteria stated in this policy.
• Gift Cards: Gift cards purchased through our website or in-store are non-refundable and cannot be exchanged for cash.
• Catering Deposits: Deposits made for catering orders are non-refundable once the preparation process has begun.
• Delivery Fees: Third-party delivery fees charged by external delivery platforms are non-refundable through Costa Vida. Please contact the relevant delivery service for fee disputes.

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

To request a refund from Costa Vida, please follow the steps outlined below:

1. Gather Your Information: Before reaching out, make sure you have the following ready:
   • Your order confirmation number or receipt
   • The date and time of your order
   • A description of the issue
   • Photographic evidence (if applicable, especially for food quality or incorrect order claims)
2. Contact Our Customer Service Team: Reach out to us using one of the following methods:
   • Email: [email protected]
   • Website: vidacostas.digital (via the Contact or Support page)
3. Submit Your Request: In your message, include a clear subject line such as "Refund Request – Order #[Your Order Number]" and provide all relevant details from Step 1.
4. Wait for Confirmation: Our team will send you an acknowledgment email within 1–2 business days confirming that we have received your request.
5. Review and Decision: Our customer service team will review your case and may request additional information or documentation. A decision will be communicated to you within 5–7 business days.
6. Refund Issuance: If your refund is approved, it will be processed according to the timelines described in Section 5 below.

5. Refund Processing Times by Payment Method

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

Please note that while we process refunds promptly on our end, the actual time it takes for the funds to appear in your account may depend on your bank or financial institution's processing times, which are outside of our control.

6. Partial Refunds

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

• Only one or a few items in a multi-item order were incorrect or unsatisfactory, while the rest of the order was acceptable.
• The food item had a minor quality issue that does not warrant a full refund (e.g., a side dish was missing, but the main item was received correctly).
• You have already consumed a portion of the order before discovering the issue.
• The issue was partially caused by customer error (e.g., incorrect customization selected during ordering).

The amount of a partial refund will be determined by our customer service team based on the nature and extent of the issue. You will be informed of the partial refund amount before it is processed, and you may choose to accept it or escalate the matter through our dispute resolution process.

7. Exchange Policy

Costa Vida is happy to offer exchanges in situations where a refund may not be the most practical solution. Exchanges are available under the following conditions:

• You received the wrong menu item and prefer a replacement rather than a monetary refund.
• An item in your order was missing and you would like it to be provided at your next visit or through your next delivery order.
• The food item was of unacceptable quality and you would prefer a fresh replacement.

To request an exchange, please contact us at [email protected] or visit your nearest Costa Vida location with your original receipt or order confirmation. Exchanges are subject to product availability and must be requested within 24 hours of the original order.

Please note that exchanges cannot be used to upgrade to higher-priced items without paying the difference. Exchanges are of equal or equivalent value to the original item.

8. Cancellation Policy

We understand that plans can change. Our cancellation policy is as follows:

8.1 Online and In-App Orders

• Orders may be cancelled for a full refund if the cancellation is requested within 5 minutes of placing the order and before the order has entered the preparation stage.
• Once an order has entered the preparation stage, cancellations may not be accepted. In such cases, a partial refund or store credit may be offered at our discretion.
• To cancel an online order, please contact us immediately at [email protected] with your order number and cancellation request.

8.2 Catering and Large Group Orders

• Catering orders require a minimum of 48 hours' notice for cancellation to receive a full refund (excluding non-refundable deposits).
• Cancellations made between 24 and 48 hours before the scheduled delivery or event date may be eligible for a 50% refund of the total order value (excluding any non-refundable deposit).
• Cancellations made less than 24 hours before the scheduled delivery or event date are not eligible for a refund.

8.3 In-Store Orders

In-store orders, once placed and confirmed at the point of sale, cannot be cancelled. If there is an issue with your in-store order, please speak to a team member immediately before leaving the premises.

9. Dispute Resolution Process

If you are not satisfied with the outcome of your refund or exchange request, Costa Vida provides a structured dispute resolution process to ensure fair treatment for all customers.

Step 1: Internal Escalation

If your initial refund request was denied or you disagree with the decision, you may request an internal review by emailing [email protected] with the subject line "Refund Dispute – Order #[Your Order Number]." Please provide any additional evidence or information that supports your case. Our management team will review the matter within 5 business days.

Step 2: Chargeback Through Your Financial Institution

If you believe you have been wrongly charged and our internal resolution has not resolved the matter to your satisfaction, you have the right to file a chargeback dispute with your credit card issuer or bank. Under the Fair Credit Billing Act (FCBA) and applicable consumer protection laws in the United States, including regulations enforced by the Federal Trade Commission (FTC), you are entitled to dispute unauthorized or erroneous charges.

Step 3: Consumer Protection Agencies

If you believe your consumer rights have been violated, you may also file a complaint with:

• The Federal Trade Commission (FTC): www.ftc.gov
• Your State Attorney General's Office
• The Better Business Bureau (BBB): www.bbb.org

Governing Law

This Refund Policy is governed by and construed in accordance with the laws of the United States of America and the applicable laws of the state in which the Costa Vida location you transacted with operates. Any disputes arising out of or relating to this policy shall be subject to the jurisdiction of the appropriate courts in the relevant state.

10. Your Rights Under U.S. Consumer Protection Law

As a consumer in the United States, you are protected by several federal and state laws that govern fair business practices and consumer rights. These include, but are not limited to:

• The Federal Trade Commission Act (FTC Act): Prohibits unfair or deceptive acts or practices in commerce.
• The Fair Credit Billing Act (FCBA): Protects consumers against billing errors and unauthorized charges.
• California Consumer Privacy Act (CCPA/CPRA): If you are a California resident, you may have additional rights regarding the handling of your personal data in connection with your order and refund request.

Costa Vida is committed to complying with all applicable consumer protection laws and treating our customers with fairness, transparency, and respect.

11. Contact Information for Refund Requests

If you have any questions about this Refund Policy or wish to submit a refund request, please contact our customer service team through the following channels:

Our customer service team is available Monday through Friday, 9:00 AM – 6:00 PM (local time). We aim to respond to all inquiries within 1–2 business days.

12. Changes to This Refund Policy

Costa Vida reserves the right to update or modify this Refund Policy at any time. Any changes will be effective immediately upon posting the revised policy on our website at vidacostas.digital. We encourage you to review this policy periodically to stay informed of any updates. Your continued use of our services after any changes have been posted constitutes your acceptance of the updated policy.