Refund Policy

At Costa Vida, we are committed to providing our customers with fresh, high-quality food and an outstanding 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 costvida.digital 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 any questions or concerns, please do not hesitate to contact us at [email protected].

1. Eligibility Conditions for Refunds

Costa Vida is dedicated to ensuring every customer is satisfied with their order. Refunds may be issued under the following circumstances:

• Incorrect Order: You received an item or meal that does not match what you ordered.
• 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 spoiled, undercooked, overcooked, or otherwise not meeting reasonable quality standards.
• Allergen Concerns: You received food containing an allergen that you explicitly requested be excluded from your order at the time of purchase, and you have supporting documentation of your request.
• Order Not Received: Your delivery order was never delivered and the delivery was confirmed as unsuccessful by our delivery partner.
• Duplicate Charges: You were charged more than once for the same order due to a technical or billing error.
• Authorized Cancellation: Your order was cancelled within the permitted cancellation window as outlined in Section 8 of this policy.

All refund requests are subject to review and verification by our customer support team. Costa Vida reserves the right to deny refund requests that do not meet the eligibility conditions listed above.

2. Timeframes for Refund Requests

To ensure we can properly investigate and resolve your concern, refund requests must be submitted within the following timeframes:

Requests submitted beyond these timeframes may not be eligible for a refund. We recommend contacting us as soon as you identify an issue so we can resolve it promptly.

3. Non-Refundable Items and Services

Certain purchases and items are not eligible for refunds under any circumstances. These include:

• Consumed Food Items: Orders that have been fully or substantially consumed are not eligible for a refund unless there is a documented quality or safety issue.
• Promotional or Discounted Items: Items purchased as part of a limited-time promotion, discount offer, or coupon deal are generally non-refundable unless defective or incorrectly prepared.
• Gift Cards and Store Credit: Gift cards and digital store credit are non-refundable and cannot be exchanged for cash.
• Delivery Fees: Third-party delivery fees charged by our delivery partners are non-refundable unless the delivery was never completed due to an error on the part of the delivery service.
• Service Fees and Processing Fees: Any applicable service fees or payment processing fees are non-refundable.
• Customization Requests: If you requested a customization or special modification that was completed as instructed, a refund will not be issued based solely on a change of preference after preparation.
• Orders Placed Through Third-Party Apps: Orders placed through third-party delivery platforms (e.g., DoorDash, Uber Eats, Grubhub) are subject to those platforms' refund policies. Costa Vida does not have direct control over refunds processed through third-party services.

4. How to Request a Refund

We have made our refund request process as straightforward as possible. Please follow the steps below to submit your request:

1. Contact Us: Reach out to our customer support team via email at [email protected] or through the contact form available on our website at costvida.digital.
2. Provide Your Order Details: Include the following information in your message:
   • Full name
   • Order number or confirmation number
   • Date and time of the order
   • Method of purchase (online, in-store, delivery app)
   • Description of the issue
3. Submit Supporting Evidence: Where applicable, please attach photos or screenshots showing the issue (e.g., incorrect item, missing item, food quality concern, billing discrepancy).
4. Await Confirmation: Our customer support team will acknowledge your request within 1–2 business days and may follow up with additional questions to assist in our review.
5. Resolution Notification: Once our team has reviewed your claim, we will notify you of the outcome via email and, if approved, initiate the refund process.

5. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your funds depends on the original payment method used. Please refer to the table below:

Please note that while we process refunds on our end within the stated timeframe, your financial institution or payment provider may take additional time to post the credit to your account. Costa Vida is not responsible for delays caused by banks or third-party payment processors.

6. Partial Refunds

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

• Only some items in your order were incorrect, missing, or below quality standards — in this case, only the affected items will be refunded.
• The food was partially consumed before a quality issue was identified — the refund may be prorated based on the portion not consumed.
• You requested a cancellation after food preparation had already begun — a partial refund may be issued to account for costs already incurred.
• A promotional discount was applied to the original order — the refund will reflect the actual amount paid for the specific item(s) being refunded, not the full menu price.

The determination of whether a full or partial refund is appropriate will be made at the sole discretion of Costa Vida's customer support team based on the evidence and circumstances provided.

7. Exchange Policy

Costa Vida offers exchanges for eligible orders under the following conditions:

• Incorrect Item Received: If you received an item that was not what you ordered, we will arrange for the correct item to be prepared and provided to you at no additional cost. This may be offered as an in-store exchange or a replacement delivery depending on the situation.
• In-Store Exchanges: Exchanges requested in person at one of our locations must be reported to a team member or manager immediately upon discovery of the issue. We will do our best to resolve the matter on the spot.
• Online Order Exchanges: For online orders where an incorrect item was delivered, please contact us at [email protected] within 24 hours. We will coordinate an appropriate resolution, which may include a replacement or a refund.

Exchanges are subject to menu item availability. If the desired item is unavailable, a refund or store credit will be offered as an alternative. Exchanges are not available for items that have been consumed or substantially altered after receipt.

8. Cancellation Policy

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

Online Orders

• Orders may be cancelled for a full refund if the cancellation request is submitted within 5 minutes of placing the order, provided that food preparation has not yet commenced.
• Once food preparation has begun, cancellations may not be accepted or may only be eligible for a partial refund as described in Section 6.
• To cancel an order, please contact us immediately at [email protected] or call us directly for the fastest response.

Catering and Group Orders

• Catering or large group orders must be cancelled at least 48 hours before the scheduled pick-up or delivery time to be eligible for a full refund.
• Cancellations made between 24 and 48 hours before the order time may be eligible for a 50% refund.
• Cancellations made less than 24 hours before the scheduled order time are non-refundable as ingredients and preparation costs will have already been incurred.

Third-Party Delivery Platform Orders

If you placed your order through a third-party delivery app, you must follow that platform's cancellation policy. Costa Vida does not have the ability to cancel or refund orders placed through external platforms on your behalf.

9. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Costa Vida provides a dispute resolution process to ensure your concerns are heard and addressed fairly.

Step 1: Internal Escalation

If you disagree with the initial decision made by our customer support team, you may request an escalation by sending a follow-up email to [email protected] with the subject line "Refund Dispute – Escalation Request." Please include your original case or ticket number, along with any additional information or documentation to support your claim. A senior member of our team will review your case within 5 business days.

Step 2: Mediation

If the matter remains unresolved after internal escalation, both parties may agree to engage in informal mediation. Costa Vida is committed to reaching a fair and amicable resolution in good faith.

Step 3: Consumer Protection Resources

As a consumer in the United States, you have rights under applicable federal and state consumer protection laws, including the Federal Trade Commission (FTC) Act, which protects consumers against unfair or deceptive business practices. You may file a complaint with the FTC at www.ftc.gov or contact your state's Attorney General office for additional assistance.

If you are a resident of California, you may also have additional rights under the California Consumer Privacy Act (CCPA/CPRA) and other California consumer protection statutes.

Step 4: Chargeback Rights

If you believe you have been wrongfully charged and we have been unable to resolve the issue, you retain the right to contact your bank or credit card issuer to initiate a chargeback in accordance with their policies. We encourage you to exhaust our internal resolution process before pursuing a chargeback.

10. Fraud Prevention

Costa Vida takes fraudulent refund claims seriously. Any attempt to submit false, misleading, or exaggerated refund claims — including fabricating photos, order details, or quality complaints — may result in the following consequences:

• Immediate denial of the refund request
• Suspension or termination of your account (if applicable)
• Being banned from future orders with Costa Vida
• Referral to appropriate legal authorities where fraud is suspected

We appreciate our honest customers and strive to maintain a fair and transparent refund process for everyone.

11. Changes to This Refund Policy

Costa Vida reserves the right to update, modify, or revise this Refund Policy at any time without prior notice. Any changes will become effective immediately upon being posted on our website at costvida.digital. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage you to review this policy periodically to stay informed of any changes. Continued use of our services following any updates constitutes your acceptance of the revised policy.

12. Contact Information for Refund Requests

If you have questions about this Refund Policy or wish to submit a refund request, please contact our customer support team using the information below:

Our customer support team is available to respond to inquiries during regular business hours. We aim to respond to all refund-related emails within 1–2 business days. For urgent matters, we recommend reaching out via email with clear subject lines such as "Refund Request – [Your Order Number]" to ensure your message is prioritized.