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 situations may arise where a refund or exchange becomes necessary. This Refund Policy outlines our procedures, eligibility requirements, and timeframes to ensure a fair and transparent process for all parties involved. By placing an order or making a purchase through our website costvida.top or at any of our locations, you agree to the terms described in this policy.

1. Eligibility Conditions for Refunds

We want every customer to be satisfied with their Costa Vida experience. Refunds may be issued under the following conditions:

• You received an incorrect item that does not match your original order.
• Your food item arrived in an unsatisfactory condition (e.g., spoiled, improperly prepared, or contaminated).
• You were charged incorrectly or experienced a duplicate charge on your account.
• Your order was not fulfilled or delivered within the promised timeframe through no fault of your own.
• A promotional discount, coupon, or gift card was not applied correctly to your order at the time of purchase.
• You experienced a verifiable technical error during the online ordering process that resulted in an unintended or erroneous transaction.

To be eligible for a refund, you must report the issue within the timeframes specified in Section 2 of this policy. Refund requests submitted after the applicable deadline may not be honored at our discretion.

2. Timeframes for Refund Requests

Timely reporting is essential for us to investigate your concern and provide an appropriate resolution. The following timeframes apply to all refund requests:

Requests submitted beyond these timeframes will be evaluated on a case-by-case basis and are not guaranteed to result in a refund. We strongly encourage customers to inspect their orders promptly upon receipt.

3. Non-Refundable Items and Services

Certain purchases and circumstances are not eligible for refunds. These include, but are not limited to:

• Consumed food items: Orders or portions that have already been fully consumed are not eligible for a refund unless a documented food safety concern exists.
• Custom or special orders: Food items prepared to specific customer customizations are non-refundable unless the error was made by Costa Vida.
• Gift cards and store credit: Gift card purchases are final and non-refundable. They may not be exchanged for cash.
• Promotional or discounted items: Items purchased during special promotions or at a discounted price are generally non-refundable unless defective or incorrectly prepared.
• Change of mind: Refunds will not be issued solely due to a customer's change of mind after an order has been prepared.
• Catering deposits: Non-refundable deposits paid for catering services are final, except under the conditions outlined in Section 8 (Cancellation Policy).
• Loyalty points or reward redemptions: Reward points redeemed as part of a transaction are not refundable in monetary value.

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

To initiate a refund, please follow these steps carefully. Incomplete submissions may delay processing.

1. Step 1 – Gather Your Information: Collect your order confirmation number, date of purchase, the item(s) in question, and a brief description of the issue. If applicable, take clear photographs of the incorrect or unsatisfactory item(s).
2. Step 2 – Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: costvida.top
3. Step 3 – Provide Required Details: In your refund request, include your full name, contact information, order number, a description of the problem, and any supporting evidence (photos, screenshots, or receipts).
4. Step 4 – Await Confirmation: Our customer service team will acknowledge your request within 1–2 business days and may follow up with additional questions if needed.
5. Step 5 – Review and Decision: Once your request has been reviewed, we will notify you of our decision via email within 3–5 business days of receiving your complete submission.
6. Step 6 – Refund Issued: If your request is approved, the refund will be processed according to the timeframes outlined in Section 5 below.

5. Refund Processing Times by Payment Method

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

6. Partial Refunds

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

• Only a portion of your order was incorrect, missing, or unsatisfactory.
• A food item was partially consumed before the issue was identified.
• A discount or coupon was partially applied incorrectly to your order.
• Your complaint relates to a component of a combo or bundled meal rather than the entire order.
• Delivery fees or service charges may be refunded separately or partially depending on the nature of the issue.

The amount of any partial refund will be determined at Costa Vida's discretion based on the specifics of your complaint and the supporting evidence provided. We will communicate the refund amount to you clearly before processing.

7. Exchange Policy

Where a refund is not the most appropriate resolution, Costa Vida may offer an exchange or replacement as an alternative. Our exchange policy works as follows:

• Incorrect items: If you received the wrong item, we will prepare and provide the correct item at no additional charge, subject to availability.
• Unsatisfactory quality: If your food does not meet our quality standards, we will replace the item with a freshly prepared equivalent at no cost to you.
• Online and in-store orders: Exchanges for online orders must be coordinated through our customer support team at [email protected]. In-store exchanges can be arranged directly with a team member or manager at the time of the issue.
• Timing: Exchange requests must be made within the same timeframes listed in Section 2.
• Limitations: Exchanges are subject to ingredient and menu item availability. If the original item is unavailable, store credit or a refund may be offered instead.

8. Cancellation Policy

We understand that plans can change. The following cancellation terms apply to orders and services booked through Costa Vida:

8.1 Standard Food Orders

• Orders placed online or through our app may be cancelled within 5 minutes of placement for a full refund, provided the order has not yet entered preparation.
• Once an order has been confirmed as "in preparation," cancellations are generally not permitted. However, you may contact us immediately at [email protected] and we will do our best to accommodate your request.
• In-store orders that have already been prepared cannot be cancelled.

8.2 Catering and Large Group Orders

• Cancellations made more than 72 hours before the scheduled service: Full refund of all amounts paid, excluding non-refundable deposits.
• Cancellations made 24–72 hours before the scheduled service: 50% refund of the total catering amount paid (excluding non-refundable deposits).
• Cancellations made less than 24 hours before the scheduled service: No refund will be issued. The full amount will be forfeited due to ingredient preparation and staffing commitments.
• Non-refundable deposits: Catering deposits are non-refundable under all circumstances unless Costa Vida cancels the service due to our own inability to fulfill the order.

8.3 Costa Vida-Initiated Cancellations

In the rare event that Costa Vida must cancel your order or catering service due to unforeseen circumstances (e.g., ingredient shortages, extreme weather, or technical failures), a full refund of all amounts paid will be issued promptly, including any non-refundable deposits.

9. Dispute Resolution Process

We aim to resolve all refund-related concerns amicably and efficiently. If you are not satisfied with the outcome of your refund request, the following dispute resolution process is available:

1. Internal Escalation: If you believe your initial refund request was handled incorrectly, you may escalate the matter by emailing [email protected] with the subject line "Refund Dispute – [Your Order Number]." A senior member of our team will review your case within 5 business days.
2. Good-Faith Negotiation: Both parties agree to engage in good-faith discussions to reach a mutually acceptable resolution before pursuing any formal legal remedies.
3. Consumer Protection Resources: As a consumer in the United States, 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.
4. Chargeback Rights: Nothing in this policy limits your right to dispute a charge with your credit card issuer or bank under applicable consumer protection laws, including the Fair Credit Billing Act (FCBA). However, we encourage customers to contact us directly first, as chargebacks may delay resolution.
5. Governing Law: This Refund Policy is governed by the laws of the United States and the state in which the applicable transaction took place. Any disputes not resolved informally shall be subject to the jurisdiction of the appropriate courts.

10. Third-Party Delivery Platforms

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

• Refund and cancellation policies for third-party platform orders are primarily governed by the respective platform's policies.
• Costa Vida is not responsible for delivery delays, errors, or issues caused by third-party delivery services.
• For food quality issues on third-party platform orders, you may contact us directly at [email protected], and we will work with the platform on your behalf where possible.
• Refunds for third-party platform orders may be issued as platform credits rather than direct monetary refunds, depending on the platform's policies.

11. Food Safety and Health Concerns

Your health and safety are our highest priorities. If you believe you have experienced a foodborne illness or adverse reaction linked to a Costa Vida product, please:

• Seek immediate medical attention if necessary.
• Contact us immediately at [email protected] with as much detail as possible, including the date and time of your visit, the items consumed, and your symptoms.
• Retain any remaining food, packaging, or receipts, as these may be needed for investigation purposes.
• You may also report food safety concerns to your local health department or the U.S. Food and Drug Administration (FDA) at www.fda.gov.

Food safety complaints will be prioritized and investigated immediately. A full refund will be issued in substantiated cases, and additional remedies may be available depending on the circumstances.

12. Policy Modifications

Costa Vida reserves the right to modify, update, or amend this Refund Policy at any time without prior notice. Changes will be effective immediately upon posting to our website at costvida.top. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage customers to review this policy periodically to stay informed of any changes. Continued use of our services after any modifications constitutes your acceptance of the updated policy.

13. Contact Information for Refund Requests

For all refund-related inquiries, exchanges, cancellations, or disputes, please contact our customer support team using the details below. We are committed to responding promptly and resolving your concerns with care.