Refund Policy

At Costa Vida, we are committed to delivering fresh, high-quality food and an exceptional dining experience. We understand that situations may arise where a refund or exchange is necessary. This Refund Policy outlines the conditions, procedures, and timeframes applicable to all refund and cancellation requests. Please read this policy carefully before placing an order.

By placing an order through our website costavida-eat.rest, by phone, or in person, you agree to the terms outlined in this Refund Policy. This policy is governed by applicable United States federal consumer protection laws, including guidelines enforced by the Federal Trade Commission (FTC), as well as applicable state laws.

1. General Refund Philosophy

Costa Vida takes pride in the quality and freshness of every item we prepare. Customer satisfaction is a core value of our business. If you are not fully satisfied with your order, we encourage you to contact us as soon as possible so we can make things right. Our goal is to resolve every concern promptly, fairly, and professionally.

Because we deal in perishable food products, our refund policy must account for the nature of food service. Refund eligibility is therefore subject to specific conditions described in detail below.

2. Eligibility Conditions for Refunds

A refund may be issued under the following circumstances:

• Incorrect Order: You received items that do not match your confirmed order.
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food received was visibly spoiled, undercooked, or otherwise unfit for consumption upon receipt.
• Allergen or Dietary Violation: Your order contained an ingredient that was explicitly excluded due to a documented allergy or dietary restriction you indicated at the time of ordering.
• Duplicate Charges: You were charged more than once for the same order due to a technical error.
• Order Not Fulfilled: Your order was accepted and paid for but was never prepared or delivered.
• Significant Delay: Your delivery order arrived more than 45 minutes beyond the estimated delivery time and the food was no longer acceptable in quality.

Refunds will not be issued based solely on personal taste preferences unless the food was materially different from what was described on our menu.

3. Timeframes for Refund Requests

To be eligible for a refund, you must submit your request within the following timeframes:

4. Non-Refundable Items and Services

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

• Orders that have been partially or fully consumed, except in cases of documented food quality issues.
• Custom orders or special requests that were fulfilled as specified at the time of ordering.
• Changes of mind after an order has been prepared or is in transit.
• Promotional or discounted items unless the item received was incorrect or of poor quality.
• Gift cards and promotional credits, which are non-refundable and non-transferable.
• Delivery fees charged by third-party delivery platforms (please contact the platform directly for delivery fee refunds).
• Tips and gratuities added at the time of ordering.
• Orders affected by circumstances outside our control, such as natural disasters, severe weather, or service disruptions caused by third parties.

5. How to Request a Refund

To submit a refund request, please follow these steps:

1. Step 1 – Gather Your Information: Locate your order confirmation number, receipt, or transaction ID. Take clear photographs of any food quality issues or incorrect items if applicable.
2. Step 2 – Contact Us Promptly: Reach out to our customer support team via email at [email protected] or through the contact form on our website at costavida-eat.rest. You may also call us directly if a phone number is listed on our website.
3. Step 3 – Provide Details: Include your full name, order number, date and time of the order, the specific issue you experienced, and any supporting photos or documentation.
4. Step 4 – Wait for Confirmation: Our team will acknowledge your request within 1–2 business days. We may follow up with additional questions to verify the issue.
5. Step 5 – Resolution: Once your request is reviewed and approved, we will notify you of the refund decision and the method and timeline for processing.

6. Refund Processing Times by Payment Method

Once a refund is approved, processing times vary depending on your original payment method:

Please note that while we process refunds promptly on our end, your financial institution or payment provider may take additional time to reflect the credit in your account. Costa Vida is not responsible for delays caused by third-party financial institutions.

7. Partial Refunds

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

• Only specific items in your order were incorrect, missing, or of poor quality, while the rest of the order was satisfactory.
• You received your order but it was partially consumed before an issue was identified.
• A discount, promotional credit, or coupon was applied to your order, in which case the refund will reflect the actual amount paid for the affected items.
• The quality issue affected only a portion of the food items and the remainder of the order was acceptable.

The amount of a partial refund will be determined at Costa Vida's reasonable discretion based on the nature and extent of the issue reported.

8. Exchange Policy

In many cases, Costa Vida may offer an exchange or replacement rather than a monetary refund, particularly for in-store and pickup orders where the issue can be resolved immediately. Exchanges are subject to the following conditions:

• Exchanges are available for incorrect items or orders with quality concerns, provided you return or present the original item (where feasible).
• Replacement items will be prepared fresh and will match your original order specifications.
• Exchanges must be requested promptly — ideally at the time of pickup or delivery receipt.
• For delivery orders, a replacement may be offered for a future order as store credit if an immediate replacement is not logistically possible.
• Exchanges are not available for items that have been substantially consumed.

We always prefer to make your experience right with a fresh replacement. Please contact us or speak with a team member at your nearest Costa Vida location to arrange an exchange.

9. Cancellation Policy

Because our food is prepared fresh to order, our cancellation window is limited. Please review the following cancellation terms carefully:

9.1 Online and Phone Orders

• Orders may be cancelled for a full refund within 5 minutes of placement, provided preparation has not yet begun.
• If food preparation has already begun at the time of your cancellation request, a full refund may not be possible. A partial refund or store credit may be offered at our discretion.
• Orders that have been completed and are awaiting pickup cannot be cancelled.

9.2 Catering and Group Orders

• Catering or large group orders require a minimum of 48 hours notice for cancellation to receive a full refund.
• Cancellations made between 24 and 48 hours before the scheduled time may be eligible for a 50% refund or full store credit.
• Cancellations made less than 24 hours before the scheduled service time are generally non-refundable due to the cost of ingredients and preparation labor already 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), cancellations must be handled directly through that platform according to its own cancellation policy. Costa Vida does not have control over cancellation terms imposed by third-party services.

10. Third-Party Delivery Platform Orders

If your order was placed and fulfilled through a third-party delivery service, please be aware of the following:

• Refunds for delivery fees, tips, and platform service charges must be requested directly through the third-party platform.
• Costa Vida will cooperate with any legitimate refund investigation initiated by a third-party platform on your behalf.
• For food quality or accuracy issues on third-party orders, we recommend contacting both Costa Vida and the platform simultaneously to ensure the fastest resolution.

11. Dispute Resolution Process

We strive to resolve all refund concerns amicably and efficiently. If you are not satisfied with the outcome of your refund request, the following steps outline our dispute resolution process:

1. Initial Review: Contact our customer support team at [email protected] with a detailed description of your concern. Most issues are resolved at this stage.
2. Escalation: If you are not satisfied with the initial response, you may request that your case be escalated to a senior manager. Please indicate in your email that you are requesting an escalated review.
3. Formal Written Complaint: If escalation does not resolve your concern, you may submit a formal written complaint to our business address. We will provide a written response within 10 business days.
4. Consumer Protection Resources: You have the right to file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or your applicable state consumer protection agency if you believe your consumer rights have been violated.
5. Chargeback Rights: You also retain the right to dispute a charge with your credit card issuer or bank. However, we encourage you to contact us first, as chargebacks initiated without prior contact may delay resolution.

12. Consumer Rights Under U.S. Law

As a consumer in the United States, you are protected by several applicable federal and state laws, including:

• FTC Act (15 U.S.C. § 45): Prohibits unfair or deceptive business practices, including misleading refund policies.
• Electronic Fund Transfer Act (EFTA): Provides protections for electronic payment transactions.
• State Consumer Protection Laws: Depending on your state of residence, additional consumer protections may apply. We comply with all applicable state-level consumer protection statutes.

Nothing in this Refund Policy is intended to limit or waive any rights you may have under applicable federal or state law.

13. 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 costavida-eat.rest with an updated effective date. Continued use of our services following any changes constitutes your acceptance of the revised policy. We encourage you to review this policy periodically.

14. Contact Information for Refund Requests

For all refund requests, questions, or concerns related to this policy, please contact us using the information below:

Our customer support team is available to assist you Monday through Friday during regular business hours. We aim to respond to all refund inquiries within 1–2 business days.