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 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 vida-costas.top or at any of our locations, you agree to the terms described in this policy.

1. General Refund Philosophy

Costa Vida takes pride in the quality of our food and customer satisfaction. We handle each refund request on a case-by-case basis to ensure fairness to all parties. Our goal is to resolve any issue quickly and professionally. We adhere to applicable consumer protection laws in the United States, including protections enforced by the Federal Trade Commission (FTC) under the FTC Act, and any applicable state-level consumer protection regulations.

2. Eligibility Conditions for Refunds

You may be eligible for a refund under the following conditions:

• You received an incorrect order that does not match what you placed.
• Your food order was missing items at the time of delivery or pickup.
• The food you received was of poor quality, spoiled, contaminated, or otherwise unfit for consumption.
• Your order was never delivered or picked up due to an error on our part.
• A duplicate charge or billing error occurred on your payment method.
• Your order was cancelled by Costa Vida before fulfillment.

3. Timeframes for Refund Requests

Timely reporting is essential for us to investigate and resolve your concern effectively. Please adhere to the following timeframes:

Refund requests submitted outside of these windows may not be eligible for consideration. We encourage customers to inspect their orders immediately upon receipt.

4. Non-Refundable Items and Services

The following items and scenarios are generally not eligible for a refund:

• Orders that have been partially or fully consumed without a documented quality issue.
• Orders where the customer simply changed their mind after preparation has begun.
• Customization errors caused by incorrect information provided by the customer at the time of ordering.
• Promotional or discounted items purchased as part of a limited-time offer, unless the item was defective or incorrect.
• Gift cards and store credit once issued.
• Delivery fees charged by third-party delivery platforms (e.g., DoorDash, Uber Eats, Grubhub). These are subject to the refund policies of those respective platforms.
• Service charges or convenience fees applied at the time of order placement.
• Items reported after the applicable reporting window has expired.

5. How to Request a Refund

If you believe you are eligible for a refund, please follow the steps below to submit your request:

Step 1 — Gather Your Information

Before contacting us, please have the following information ready:

• Your full name and contact information.
• Your order number or transaction ID (found in your confirmation email or receipt).
• The date and time of your order.
• A clear description of the issue you experienced.
• Photographic evidence of the issue (if applicable — e.g., incorrect item, quality concern).

Step 2 — Contact Our Customer Service Team

Reach out to us through one of the following channels:

• Email: [email protected]
• Website: vida-costas.top

Please include all relevant information from Step 1 in your initial message to help us process your request as quickly as possible.

Step 3 — Review and Verification

Our customer service team will review your request within 1–3 business days. We may contact you for additional information or clarification during this process.

Step 4 — Resolution Notification

Once a decision has been made, we will notify you via the email address associated with your account or order. You will be informed whether your refund has been approved, partially approved, or denied, along with the reason for our decision.

Step 5 — Refund Issuance

If your refund is approved, it will be processed according to the timeframes outlined in Section 6 of this policy.

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 be aware that processing times may vary depending on your financial institution or payment provider. Costa Vida is not responsible for delays caused by third-party payment processors or banks.

7. Partial Refunds

In certain situations, only a partial refund may be issued. Partial refunds may apply when:

• Only specific items in an order were incorrect or missing, rather than the entire order.
• The food quality concern affected only a portion of the items ordered.
• A promotional discount or coupon was applied to the original order, and only the net paid amount is eligible for refund.
• The customer used a combination of payment methods (e.g., store credit plus credit card), and the refund applies only to the cash portion paid.
• Delivery fees or service charges are deducted from the total eligible refund amount.

When a partial refund is issued, our team will clearly communicate the refunded amount and the items or portions covered.

8. Exchange Policy

Where feasible, Costa Vida may offer an exchange (replacement item or corrected order) instead of a monetary refund. Exchanges are available under the following conditions:

• The original item was incorrect and does not match your order.
• The exchange is requested within 24 hours of receiving your original order.
• The replacement item is available at the location or available for redelivery.

For in-store orders, exchanges must be requested at the same location where the purchase was made. For online or delivery orders, exchanges may be subject to delivery availability in your area.

Costa Vida reserves the right to offer an exchange in lieu of a refund when appropriate. Customers may decline an exchange and opt for a refund, subject to the eligibility requirements outlined in this policy.

9. Cancellation Policy

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

Online and App Orders

• Orders may be cancelled for a full refund if the cancellation is submitted before the order enters the preparation stage.
• Once an order has entered preparation, cancellations may not be accepted, and no refund may be issued.
• To cancel an order, contact us immediately at [email protected] or through the ordering platform used.

Catering and Large Orders

• Catering or large group orders must be cancelled at least 48 hours prior to the scheduled fulfillment time to receive a full refund.
• Cancellations made within 24–48 hours of the scheduled time may be subject to a 50% cancellation fee.
• Cancellations made less than 24 hours before the scheduled time may not be eligible for any refund.

Third-Party Platform Orders

For orders placed through third-party delivery services such as DoorDash, Uber Eats, or Grubhub, cancellation policies are governed by the respective platform's terms and conditions. Costa Vida is not liable for cancellation decisions made by these platforms.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, you have the right to escalate your concern through the following process:

Step 1 — Internal Escalation

Contact our customer service team and request that your case be escalated to a supervisor or manager. You may do so by replying to your existing email correspondence or by sending a new message to [email protected] with the subject line: "Escalation Request — [Your Order Number]".

Step 2 — Formal Written Complaint

If the escalation does not resolve your issue, you may submit a formal written complaint via email. Our team will respond within 5 business days with a final determination.

Step 3 — External Dispute Resolution

If you remain unsatisfied after exhausting our internal resolution process, you may pursue the following external remedies:

• Federal Trade Commission (FTC): You may file a complaint with the FTC at reportfraud.ftc.gov if you believe your consumer rights under the FTC Act have been violated.
• State Consumer Protection Office: You may contact your state's Attorney General office or consumer protection agency for assistance.
• Credit Card Chargeback: You may contact your credit card issuer or bank to initiate a chargeback process if you believe a charge was unauthorized or fraudulent. Please note that initiating a chargeback while a refund request is pending with us may complicate the resolution process.
• Better Business Bureau (BBB): You may file a complaint through the BBB at www.bbb.org.

11. Changes to This Refund Policy

Costa Vida reserves the right to modify or update this Refund Policy at any time. Changes will be effective immediately upon posting to our website at vida-costas.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 updates. Your continued use of our services following any changes constitutes your acceptance of the revised policy.

12. Contact Information for Refund Requests

For all refund-related inquiries, please contact our customer service team using the details below. We are here to help and will do our best to respond promptly.

When contacting us regarding a refund, please include your order number, the date of purchase, a description of your concern, and any supporting documentation such as photos. This will help us process your request as efficiently as possible.

Our customer service team is available during regular business hours, Monday through Friday. We aim to respond to all refund inquiries within 1–3 business days.