Refund Policy

At Costa Vida, we are committed to providing our customers with 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 terms and conditions under which refunds, exchanges, and cancellations are handled. Please read this policy carefully before placing an order.

By placing an order through our website vidacostas.click or at any of our locations, you agree to the terms set forth in this Refund Policy. If you have any questions, please contact us at [email protected] before making a purchase.

1. Eligibility for Refunds

Costa Vida takes great pride in the quality and preparation of our food. We want every customer to be satisfied with their order. Refunds may be granted under the following circumstances:

• Incorrect Order: You received an item that is different from what you ordered.
• Missing Items: Part of your order was not included or delivered.
• Food Quality Issues: The food was spoiled, undercooked, contaminated, or otherwise not safe for consumption at the time of delivery or pickup.
• Allergen Concerns: Your order contained an ingredient that you specifically requested to be excluded due to a documented food allergy, and you reported the issue before consuming the item.
• Duplicate Charges: You were charged more than once for the same order due to a technical error.
• Service Failure: Your order was never delivered or made available for pickup within a reasonable timeframe, with no prior notice from Costa Vida.

Refunds will not be granted under the following conditions:

• You simply changed your mind after the order was prepared.
• You ordered the wrong item and the order was prepared correctly as submitted.
• The issue was not reported within the eligible timeframe (see Section 2).
• The food was partially or fully consumed before a complaint was made (unless a genuine quality issue is proven).
• Dissatisfaction based solely on personal taste preferences.

2. Timeframes for Refund Requests

To be eligible for a refund, all requests must be submitted within the following timeframes:

Requests submitted outside of these windows may not be eligible for a refund. We strongly encourage customers to inspect their orders upon receipt and contact us as soon as any issue is identified.

3. Non-Refundable Items and Services

The following are generally not eligible for refunds under any circumstances:

• Gift Cards and Store Credits: Gift cards, promotional credits, and digital vouchers are non-refundable and cannot be exchanged for cash.
• Promotional and Discounted Items: Items purchased as part of a limited-time promotion or at a heavily discounted rate may not be eligible for refunds unless a genuine quality issue is reported.
• Delivery Fees: Third-party delivery fees charged by platforms such as DoorDash, Uber Eats, or Grubhub are non-refundable through Costa Vida. Please contact the respective delivery platform for issues related to delivery fees.
• Taxes and Service Charges: Applicable sales taxes and mandatory service charges are non-refundable once collected.
• Catering Deposits: Deposits placed for catering orders are non-refundable if cancellation occurs within 48 hours of the scheduled event (see Section 8).
• Consumed Food Items: Food that has been consumed or substantially consumed is not eligible for a refund unless a documented health or safety concern is reported to the appropriate authorities and Costa Vida.

4. How to Request a Refund

We have made the refund request process as simple and straightforward as possible. Please follow the steps below:

Step 1: Gather Your Information

Before contacting us, please have the following information ready:

• Your full name and contact information
• Your order number or receipt number
• The date and time the order was placed
• The specific items in dispute
• A clear description of the issue
• Photos or documentation supporting your claim (strongly recommended for quality or safety issues)

Step 2: Contact Costa Vida

Submit your refund request through one of the following channels:

• Email: [email protected]
• Website: vidacostas.click

When contacting us via email, please use the subject line: "Refund Request – [Your Order Number]" to help us process your request more efficiently.

Step 3: Wait for Confirmation

Once we receive your refund request, our customer service team will acknowledge your submission within 2 business days. We may follow up with additional questions or request further documentation to verify your claim.

Step 4: Review and Decision

Our team will review your request and issue a decision within 5 to 7 business days of receiving all required information. We will notify you of our decision via email.

Step 5: Refund Issuance

If your refund is approved, it will be processed according to the timelines outlined in Section 5. You will receive a confirmation email once the refund has been initiated.

5. Refund Processing Times by Payment Method

Refund timelines vary depending on the payment method used at the time of purchase. Please refer to the table below for estimated processing times:

6. Partial Refunds

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

• Only a portion of your order was incorrect or missing.
• A quality issue affected only part of your meal, and the remaining items were satisfactory.
• You received a substitute item of lesser value than what was originally ordered.
• A promotional discount or coupon was applied to the original order, and only the net paid amount is refundable.
• A catering or large group order is partially canceled within the acceptable timeframe.

Partial refunds will be calculated based on the value of the affected items, minus any applicable discounts or fees. Our customer service team will communicate the specific refund amount before processing.

7. Exchange Policy

In situations where a refund may not be the most appropriate resolution, Costa Vida may offer an exchange or replacement. Our exchange policy is as follows:

• Incorrect Items: If you received the wrong item, we will prepare and deliver or make available the correct item at no additional charge, subject to availability.
• Quality Issues: If your food did not meet our quality standards, we may offer to replace the item free of charge at your nearest Costa Vida location.
• Online Orders: Exchanges for online orders may be processed at the fulfillment location. Please bring your original receipt or order confirmation when visiting the location in person.

Exchanges must be requested within the same timeframes as refunds (see Section 2). Costa Vida reserves the right to offer an exchange in lieu of a cash refund at its discretion, particularly for in-store purchases.

8. Cancellation Policy

Standard Orders

For standard individual orders placed through our website or app, cancellations are accepted only before the order has entered the preparation stage. Once preparation has begun, cancellations may not be possible and refunds may not be issued.

Catering and Group Orders

Costa Vida accommodates large catering orders for events, gatherings, and special occasions. The following cancellation terms apply:

To cancel a catering order, please contact us as soon as possible at [email protected]. Cancellations must be confirmed in writing via email to be considered valid.

9. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request or believe your claim was not handled fairly, you have the right to escalate the matter through our formal dispute resolution process.

Step 1: Internal Escalation

Contact our customer service team and request that your case be escalated to a supervisor or manager. Please provide your original refund request reference number and a clear explanation of why you are unsatisfied with the initial decision. Our management team will review your case within 5 business days.

Step 2: Written Formal Complaint

If internal escalation does not resolve the issue, you may submit a formal written complaint to:

• Email: [email protected]

Your written complaint should include all relevant documentation, your order details, a summary of previous communications, and your desired resolution. We will respond to formal complaints within 10 business days.

Step 3: Third-Party Dispute Resolution

If a resolution cannot be reached through our internal process, customers in the United States may seek assistance from the following bodies:

• Federal Trade Commission (FTC): www.ftc.gov – for consumer protection issues
• Better Business Bureau (BBB): www.bbb.org – for mediation and dispute resolution
• State Attorney General's Office: Customers may contact their respective state's consumer protection division.
• Local Health Department: For food safety concerns, customers may report to their local or state health authority.

Step 4: Chargebacks

Customers who have exhausted all internal dispute resolution options may initiate a chargeback through their credit card issuer or bank as permitted under applicable law. We ask that customers contact us before initiating a chargeback, as we are committed to resolving issues directly whenever possible. Fraudulent or unsubstantiated chargebacks may be disputed by Costa Vida.

10. Consumer Rights Under Applicable Law

Costa Vida operates in compliance with all applicable federal and state consumer protection laws in the United States, including but not limited to:

• Federal Trade Commission Act (FTC Act): We are committed to fair and transparent business practices and do not engage in deceptive or unfair trade practices.
• California Consumer Privacy Act (CCPA/CPRA): For customers located in California, you may have additional rights regarding your personal data used in connection with refund processing.
• State-Specific Consumer Protection Laws: Customers in states with specific food service or consumer protection regulations may have additional rights. Please consult your state's consumer protection office for more information.

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

11. Policy Updates

Costa Vida reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on our website at vidacostas.click with an updated effective date. Continued use of our services after any changes constitutes your acceptance of the revised policy. We encourage customers to review this policy periodically to stay informed.

12. Contact Information for Refund Requests

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

Our customer service team is available Monday through Friday, 9:00 AM to 5:00 PM (local time). We strive to respond to all inquiries within 2 business days. For urgent food safety matters, please also contact your local health department.