Refund Policy

At Costa Vida, we are committed to delivering fresh, high-quality food and an exceptional dining experience to every customer. We understand that issues can occasionally arise with orders, and we want to make sure you feel confident and satisfied with every purchase. This Refund Policy outlines your rights and our procedures regarding refunds, cancellations, exchanges, and dispute resolution.

Please read this policy carefully before placing an order through our website costavida-eat.click or any affiliated ordering platform. By completing a purchase, you acknowledge and agree to the terms set forth below.

1. Our Commitment to Customer Satisfaction

Costa Vida takes pride in serving fresh, made-to-order meals. Because our food products are perishable and prepared specifically for each customer, our refund policy is designed to be fair while accounting for the nature of food service. We comply with applicable United States consumer protection laws, including standards enforced by the Federal Trade Commission (FTC) under the FTC Act, as well as state-level consumer protection regulations.

2. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund under the following circumstances:

• Incorrect Order: You received an item or meal that was different from what you ordered.
• Missing Items: One or more items from your order were not included in your delivery or pickup.
• Food Quality Issues: The food received was spoiled, undercooked, or otherwise unfit for consumption at the time of delivery or pickup.
• Allergic Reactions Due to Incorrect Preparation: If you specified an allergy or dietary restriction and your order was not prepared accordingly, causing harm or the need to discard the meal.
• Order Not Delivered: Your delivery order was never received, and our records confirm no successful delivery was made.
• Duplicate Charges: You were charged more than once for the same order due to a technical or payment processing error.
• Canceled Order by Costa Vida: If we cancel your order for any reason on our end, you will receive a full refund.

3. Timeframes for Refund Requests

To ensure a prompt and fair review of your concern, refund requests must be submitted within the following timeframes:

Requests submitted outside of these timeframes may not be eligible for a refund. We encourage customers to review their orders upon receipt and contact us immediately if there is any issue.

4. Non-Refundable Items and Circumstances

Due to the perishable and made-to-order nature of our food products, the following are generally not eligible for refunds:

• Orders that were correctly prepared according to your specifications but you simply changed your mind.
• Food that has been partially or fully consumed without a valid quality-related complaint.
• Orders where incorrect delivery information was provided by the customer, resulting in non-delivery or delay.
• Delays or issues caused by third-party delivery partners beyond our control.
• Promotional or complimentary items received free of charge.
• Gift cards or store credit that have already been redeemed.
• Special event orders or catering deposits marked as non-refundable at the time of booking.
• Requests made after the eligible timeframes described in Section 3.

5. How to Request a Refund — Step-by-Step

If you believe you are eligible for a refund, please follow these steps:

1. Gather Your Information: Before contacting us, have the following ready:
   • Your full name and contact information
   • Your order number or confirmation email
   • The date and time of the order
   • A clear description of the issue
   • Photos or documentation of the problem (if applicable)
2. Contact Us: Reach our customer support team via one of the following methods:
   • Email: [email protected]
   • Website: costavida-eat.click
3. Submit Your Request: In your message or form submission, include your order number, a description of the issue, and any supporting photos or evidence.
4. Await Confirmation: Our team will acknowledge receipt of your request within 1–2 business days.
5. Review Process: We will investigate your claim, which may involve reviewing order logs, delivery records, and any photos you have submitted. This process typically takes 2–5 business days.
6. Resolution Notification: Once a decision is made, you will receive an email notification outlining the outcome and, if applicable, the refund amount and method.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes for funds to appear in your account depends on your payment method:

Please note that while we process refunds promptly on our end, your bank or financial institution may have its own processing timelines that are outside of our control. If you have not received your refund within the stated timeframe, we recommend contacting your bank before reaching out to us again.

7. Partial Refunds

In certain situations, Costa Vida may issue a partial refund rather than a full refund. Partial refunds may apply when:

• Only specific items in your order were incorrect or missing, while other items were delivered accurately.
• A portion of your meal was consumed before a quality issue was identified, and the issue affected only part of the order.
• A discount, coupon, or promotional offer was applied to the original order, reducing the refundable amount to the actual amount paid for the affected item(s).
• The issue reported represents a minor inconvenience rather than a complete order failure, and a partial credit fairly compensates the customer.

The amount of any partial refund will be determined by our customer support team based on the specifics of each case. You will be notified of the partial refund amount before it is processed, and you may contact us to discuss the determination if you have questions.

8. Cancellation Policy

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

8.1 Online Orders (Delivery and Pickup)

• Cancellation within 5 minutes of placing the order: You may be eligible for a full refund if our kitchen has not yet begun preparing your order. Please contact us immediately at [email protected].
• Cancellation after food preparation has begun: Once your order has entered the preparation stage, we are unable to guarantee a refund, as ingredients have already been used and labor applied.
• Cancellation after the order has been picked up or delivered: No refund will be issued for cancellation requests made after the order has been fulfilled.

8.2 Catering and Large Group Orders

• More than 72 hours before the scheduled event: Full refund of all amounts paid.
• Between 24 and 72 hours before the event: Refund of 50% of the total order value; the remaining balance may be issued as store credit.
• Less than 24 hours before the event: No refund will be issued, as food preparation and staffing arrangements will have been finalized.

9. Exchange Policy

Because our products are fresh, made-to-order food items, we do not offer traditional item exchanges in the same way a retail store might. However, we do offer the following alternatives depending on the situation:

• Replacement Meal: If your order was incorrect or prepared improperly, we may offer to prepare and deliver a replacement meal free of charge, subject to location and operational feasibility.
• Store Credit: In cases where a replacement is not practical (e.g., you are no longer near our location), we may issue store credit equivalent to the value of the affected item(s), valid for future use on our platform.
• Menu Modification: For pickup orders, if you discover an error before leaving our restaurant, our staff will correct the issue immediately at no additional charge.

Exchange requests are subject to the same eligibility conditions and timeframes outlined in Sections 2 and 3 of this policy.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Costa Vida provides the following escalation path to ensure a fair resolution:

10.1 Internal Escalation

If you disagree with the initial decision made by our customer support team, you may request that your case be escalated to a senior customer service representative or manager. Please send a follow-up email to [email protected] with the subject line "Refund Dispute Escalation" and include your original request details and the reason for your disagreement. Escalated cases will be reviewed within 5 business days.

10.2 Chargeback Rights

As a consumer in the United States, you retain the right to file a chargeback with your credit card issuer or bank if you believe a charge was unauthorized or fraudulent. We encourage you to first exhaust our internal dispute resolution process before initiating a chargeback. Chargebacks filed without prior communication may affect your ability to place future orders with Costa Vida.

10.3 Consumer Protection Agencies

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

• Federal Trade Commission (FTC): www.ftc.gov — Handles unfair or deceptive business practices under the FTC Act.
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov — For payment and billing-related disputes.
• Your State Attorney General's Office: For state-specific consumer protection concerns.

10.4 Informal Mediation

In the event of an unresolved dispute, both parties agree to first attempt resolution through good-faith informal negotiation for a period of at least 30 days before pursuing any formal legal action. You may initiate this process by emailing us at [email protected] with a written description of your dispute and your proposed resolution.

11. Store Credit Terms

When a refund is issued as store credit, the following terms apply:

• Store credit is valid for 12 months from the date of issuance.
• Store credit is non-transferable and may only be used by the original account holder.
• Store credit cannot be exchanged for cash.
• Store credit may be applied to any eligible order on costavida-eat.click.
• Expired store credit will not be reinstated unless required by applicable law.

12. Changes to This Refund Policy

Costa Vida reserves the right to update or modify this Refund Policy at any time. Changes will be reflected by updating the "Last Updated" date at the top of this page. We encourage customers to review this policy periodically. Continued use of our website or services after any changes constitutes your acceptance of the revised policy. Significant changes will be communicated via email to registered account holders where feasible.

13. Contact Information for Refund Requests

For all refund requests, questions, or concerns related to this policy, please contact our customer support team using the information below:

Our customer support team is available Monday through Friday, 9:00 AM to 5:00 PM (local time). We aim to respond to all inquiries within 1–2 business days. For urgent matters, please clearly indicate "URGENT" in the subject line of your email.