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 there are times when an order may not meet your expectations, and we want to make the process of requesting a refund or exchange as simple and transparent as possible. Please read this Refund Policy carefully to understand your rights and our obligations.

1. Overview

This Refund Policy applies to all purchases made through our website at foodcostavida.rest, through our mobile ordering platform, in-store, or through any authorized third-party delivery partners associated with Costa Vida. By placing an order with us, you agree to the terms outlined in this policy.

We take food quality and customer satisfaction seriously. If there is ever an issue with your order, we encourage you to contact us promptly so we can resolve the matter quickly and fairly.

2. Eligibility Conditions for Refunds

A refund may be issued under the following circumstances:

• You received an incorrect item that does not match what was ordered.
• Your order contained a food item with a quality defect, such as being undercooked, spoiled, or otherwise unfit for consumption.
• Your order was not delivered within a reasonable time and was confirmed as lost by our team or a delivery partner.
• You were charged an incorrect amount due to a technical error at checkout.
• A promotional discount or coupon was not properly applied at the time of purchase, resulting in an overcharge.
• Your order was canceled by Costa Vida or one of our authorized partners prior to preparation or delivery.
• You have a documented allergy-related concern resulting from an item being prepared incorrectly despite a clearly stated request at the time of order.

Refund eligibility is evaluated on a case-by-case basis. Costa Vida reserves the right to request photographic evidence or additional information before approving a refund.

3. Timeframes for Refund Requests

To ensure a timely and fair review, all refund requests must be submitted within the following timeframes:

Requests submitted after these deadlines may not be honored. We strongly encourage customers to inspect their orders upon receipt and report any issues immediately.

4. Non-Refundable Items and Services

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

• Consumed food items — If a food item has been substantially consumed and the complaint is not related to a documented quality or safety issue, a refund will not be issued.
• Change of mind — Refunds are not available simply because you changed your mind about a menu item after it was prepared.
• Customization errors made by the customer — If you selected incorrect options, toppings, or ingredients when placing the order, Costa Vida is not responsible for those customization errors.
• Delivery fees — Third-party delivery fees paid to external platforms (such as DoorDash, Uber Eats, or Grubhub) are non-refundable through Costa Vida and must be disputed directly with the delivery platform.
• Redeemed gift cards or reward points — Once a gift card or loyalty reward has been applied to an order and the order has been fulfilled, those values cannot be refunded or reinstated.
• Catering deposits — Non-refundable catering deposits are outlined separately in your catering agreement.
• Service charges and taxes — Applicable taxes and mandatory service charges are non-refundable unless the underlying order itself qualifies for a full refund.

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

If you believe you are entitled to a refund, please follow these steps:

1. Gather your information — Have the following ready before contacting us:
   • Your order number or receipt
   • Date and time of your order
   • A clear description of the issue
   • Photographic evidence (if applicable, especially for quality concerns)
2. Contact Costa Vida — Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: foodcostavida.rest
3. Submit your request — Provide all relevant details and attach any supporting photos or documentation. The subject line of your email should read: "Refund Request – [Your Order Number]".
4. Await confirmation — Our team will acknowledge your request within 1–2 business days and may reach out for additional information if needed.
5. Receive a decision — A refund decision will be communicated to you within 3–5 business days from the date your complete request is received.
6. Refund issuance — If your refund is approved, it will be processed according to the timelines outlined in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved, please allow the following processing times depending on your original payment method:

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

7. Partial Refunds

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

• Only a portion of an order was incorrect or defective.
• An item was missing from a multi-item order, but the rest of the order was satisfactory.
• A catering order was partially fulfilled due to circumstances beyond our control.
• A discount or coupon was partially applied but not fully credited at checkout.
• The food item in question was partially consumed before the issue was reported.

The amount of a partial refund will be determined at the sole discretion of Costa Vida based on the nature and extent of the issue reported. We will always strive to provide a fair and reasonable resolution.

8. Exchange Policy

In lieu of a cash or credit refund, Costa Vida may offer an exchange or replacement for qualifying orders:

• In-Store Exchanges — If you are dining in or picking up an order and there is an issue with your food, please notify a team member immediately. In most cases, we will be happy to remake your item at no additional charge.
• Online and Delivery Orders — For orders placed online or through a delivery service, exchanges are generally not available due to the nature of food delivery. However, we may offer a store credit or replacement order at our discretion.
• Catering Orders — Exchange or replacement for catering orders may be arranged in advance depending on availability. Please contact us as early as possible if you anticipate any changes.

Exchanges are subject to menu availability and must be requested within the same timeframes outlined in Section 3 of this policy.

9. Cancellation Policy

We understand that plans can change. Here is our cancellation policy based on order type:

9.1 Standard Online and App Orders

Once an order has been placed and accepted by our kitchen, it cannot be canceled. We begin preparing your order almost immediately after confirmation to ensure freshness. If you need to cancel, please contact us as soon as possible, and we will do our best to accommodate your request before preparation begins.

9.2 Scheduled and Future Orders

If you have placed a scheduled order for a future date and time, you may cancel it up to 2 hours before the scheduled order time for a full refund. Cancellations made within the 2-hour window may not be eligible for a refund if preparation has already begun.

9.3 Catering Orders

Catering cancellations are subject to the following schedule:

9.4 Orders Canceled by Costa Vida

In the rare event that Costa Vida must cancel your order due to unavailability of ingredients, operational issues, or other unforeseen circumstances, you will receive a full refund of all amounts paid, including any applicable fees.

10. Dispute Resolution Process

If you are not satisfied with the resolution provided by our customer support team, you have the following options available to you:

10.1 Internal Escalation

You may request to escalate your complaint to a senior member of our customer service team by emailing [email protected] with the subject line "Escalation Request – [Your Order Number]". We aim to resolve all escalated complaints within 5–7 business days.

10.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute charges with your credit card issuer or bank under applicable federal and state consumer protection laws, including protections provided by the Fair Credit Billing Act (FCBA) and Electronic Fund Transfer Act (EFTA). We encourage you to attempt to resolve the matter with us first before initiating a chargeback, as chargebacks may result in delays and complications for both parties.

10.3 Consumer Protection Agencies

If you believe your consumer rights have been violated, you may file a complaint with the Federal Trade Commission (FTC) at ftc.gov or your state's Attorney General's office. California residents may also contact the California Department of Consumer Affairs or exercise rights under the California Consumer Privacy Act (CCPA/CPRA) as applicable.

10.4 Alternative Dispute Resolution

For disputes that cannot be resolved through the above channels, Costa Vida is open to mediation or alternative dispute resolution (ADR) methods. Please contact us at [email protected] to discuss ADR options.

11. Third-Party Delivery Platform Orders

If your order was placed through a third-party platform such as DoorDash, Uber Eats, Grubhub, or any other delivery service, please be aware of the following:

• Refund requests for orders placed on third-party platforms must be submitted directly to that platform, as the transaction was processed through their payment system.
• Costa Vida is not able to issue refunds for transactions completed on third-party platforms.
• However, if the issue relates to food quality or preparation, please also notify Costa Vida at [email protected] so we can address the concern and improve our service.

12. Food Safety and Allergen Concerns

If you experience a food safety issue, allergic reaction, or any health concern related to food consumed from Costa Vida, please:

1. Seek appropriate medical attention immediately if needed.
2. Contact Costa Vida at [email protected] as soon as possible.
3. Retain any remaining food items for potential inspection.
4. If applicable, report the incident to your local health department.

We take all food safety complaints extremely seriously and will investigate promptly. Refunds related to food safety issues will be handled with the highest priority.

13. Policy Updates

Costa Vida reserves the right to update or modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website at foodcostavida.rest. We encourage customers to review this policy periodically. Your continued use of our services following any changes constitutes your acceptance of the updated policy.

14. Contact Information

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