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 occasions when an order may not meet your expectations, and we want to make the refund and resolution process as simple and transparent as possible. Please read this Refund Policy carefully to understand your rights and our procedures.

1. General Overview

This Refund Policy applies to all purchases made through our website (costavidacafe.click), mobile ordering platforms, in-store purchases, catering orders, and any other sales channel operated by Costa Vida. By placing an order with us, you agree to the terms outlined in this policy.

Because we serve fresh, perishable food products, our refund policy reflects the nature of food service while remaining fair and customer-focused. We evaluate all refund requests on a case-by-case basis and strive to reach a resolution that satisfies our customers while maintaining the integrity of our operations.

2. Eligibility Conditions for Refunds

A refund may be issued under the following circumstances:

• Incorrect Order: You received an item that differs from what you ordered (e.g., wrong protein, missing ingredient, incorrect meal size).
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food you received was spoiled, undercooked, or presented in a condition that falls below reasonable quality standards.
• Allergic Reactions or Special Dietary Requests Not Met: If you submitted a documented allergy or dietary request at the time of ordering and your meal was prepared incorrectly as a result, you may be eligible for a refund. Please note that while we take every precaution, we cannot guarantee an allergen-free environment.
• Failed or Duplicate Transactions: If your payment was charged more than once for the same order, the duplicate charge will be fully refunded.
• Cancelled Orders (by Costa Vida): If Costa Vida cancels your order for any reason — including unavailability of menu items or operational issues — you will receive a full refund.
• Significant Delivery Delays: For delivery orders, if your order arrives more than 45 minutes beyond the estimated delivery window and the food is no longer consumable, you may be eligible for a partial or full refund.

3. Timeframes for Refund Requests

To be considered for a refund, your request must be submitted within the following timeframes:

Requests submitted after these timeframes will generally not be accepted, except in cases involving verified billing errors or extraordinary circumstances, which will be reviewed at our sole discretion.

4. Non-Refundable Items and Services

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

• Orders where the customer has already consumed a substantial portion of the meal without reporting an issue at the time of consumption.
• Orders where the customer simply changed their mind after the food was prepared and cannot demonstrate a quality or accuracy issue.
• Customizations or special requests that were clearly communicated and correctly fulfilled.
• Gift cards and promotional credits once used or redeemed.
• Delivery fees charged by third-party platforms (these are subject to those platforms' own refund policies).
• Service or convenience fees assessed by online ordering platforms.
• Orders that were correct but where the customer provided an incorrect delivery address.
• Spoilage or quality degradation due to the customer's delay in picking up a ready order (more than 30 minutes after notification).

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

Follow these steps to submit your refund request efficiently:

1. Step 1 — Gather Your Information: Before reaching out, collect the following details:
   • Your full name and contact information
   • Order number or confirmation email
   • Date and time of your order
   • Description of the issue
   • Photographs of the item(s) if applicable (especially for quality issues or incorrect orders)
2. Step 2 — Contact Our Support Team: Reach out to us via one of the following methods:
   • Email: [email protected]
   • Website: costavidacafe.click
3. Step 3 — Provide Details: In your message or form submission, clearly explain:
   • What went wrong with your order
   • What resolution you are seeking (refund, replacement, store credit)
   • Your preferred method of refund (original payment method or store credit)
4. Step 4 — Await Confirmation: Our team will acknowledge your request within 1–2 business days and may follow up with additional questions or requests for evidence.
5. Step 5 — Resolution: Once your request is reviewed and approved, we will notify you of the refund amount and processing timeline.

6. Refund Processing Times by Payment Method

Once a refund is approved, processing times vary depending on your original payment method:

Please note that while we initiate refunds promptly upon approval, the exact timing of when funds appear in your account depends on your financial institution and is beyond our control.

7. Partial Refunds

In certain situations, a partial refund may be granted rather than a full refund. Partial refunds are considered when:

• Only a portion of your order was incorrect or missing (e.g., one item out of a multi-item order).
• The food quality issue affected only part of the order.
• A delivery delay occurred but some items were consumed and found to be acceptable.
• A coupon, discount, or promotional offer was used, and the refund amount reflects the actual amount paid for the affected item.

The partial refund amount will be calculated based on the individual item price as reflected on your order receipt. If you are offered a partial refund and wish to dispute the amount, you may escalate the matter through our dispute resolution process outlined in Section 10.

8. Exchange Policy

Where feasible and operationally practical, we prefer to offer a replacement rather than a refund for incorrect or unsatisfactory food items. Our exchange policy works as follows:

• In-Store Exchanges: If you are dining in or picking up and identify an issue before leaving, our team will gladly remake your order at no additional charge. Simply speak with a team member or manager immediately.
• Pickup Order Exchanges: If you discover an issue with a pickup order upon arriving home, contact us within 2 hours. Depending on your proximity to our location and the nature of the issue, we may offer to remake the item for you to collect.
• Delivery Order Exchanges: Due to the logistical challenges of food delivery, in-kind replacements are generally not available for delivery orders. Instead, we will offer a refund, partial refund, or store credit as appropriate.
• Catering Exchanges: For catering events, replacement arrangements must be discussed directly with our catering team. Please contact us as soon as possible if a catering delivery does not meet your specifications.

9. Cancellation Policy

We understand that plans change. Our cancellation policy is designed to be fair while accounting for the fact that food preparation begins shortly after an order is placed.

9.1 Standard Orders (In-Store and Pickup)

Standard food orders are prepared quickly and may be in process within minutes of being placed. Cancellations are accepted only if the order has not yet entered the preparation stage. To cancel, contact us immediately by phone or in person at the location.

9.2 Online Orders

Online orders may be cancelled for a full refund if cancelled within 5 minutes of placing the order, provided preparation has not commenced. Once food preparation has begun, cancellations may not be possible and refunds will be evaluated on a case-by-case basis.

9.3 Catering Orders

Catering orders require significant advance planning and resource allocation. Our catering cancellation policy is as follows:

Catering cancellations must be submitted in writing via email to [email protected]. The date and time of the email will be used to determine the applicable refund tier.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, or if you believe your request was incorrectly denied, you have the right to escalate the matter through the following dispute resolution process:

10.1 Internal Escalation

Submit a written dispute to our customer service team at [email protected] with the subject line "Refund Dispute – [Your Order Number]". Include all prior correspondence and any additional documentation. A senior member of our team will review the dispute and respond within 5 business days.

10.2 Chargeback Rights

You have the right to contact your credit card issuer or bank to initiate a chargeback if you believe you were charged incorrectly and we have failed to resolve the issue. However, we encourage you to first exhaust our internal resolution process, as chargebacks may result in delays and additional administrative complications for both parties.

10.3 Consumer Protection Agencies

If your dispute remains unresolved, you may file a complaint with the following agencies:

• Federal Trade Commission (FTC): www.ftc.gov — for unfair or deceptive trade practices under the FTC Act.
• Your State Attorney General's Office — for state-level consumer protection concerns.
• Better Business Bureau (BBB): www.bbb.org

11. Store Credit Option

In some situations, we may offer store credit as an alternative to a monetary refund. Store credit:

• Is applied to your Costa Vida account or issued as a digital voucher.
• Can be used on any future purchase at costavidacafe.click or participating Costa Vida locations.
• Is valid for 12 months from the date of issuance.
• Is non-transferable and has no cash value.
• Cannot be used to purchase gift cards.

You are never obligated to accept store credit in lieu of a monetary refund when a monetary refund is otherwise owed to you.

12. Third-Party Delivery Platforms

If you placed your order through a third-party delivery platform such as DoorDash, Uber Eats, Grubhub, or another service, please note that:

• The platform's own refund and cancellation policies may apply in addition to ours.
• Delivery-related issues (e.g., the driver dropped your order, significant delivery delay caused by the driver) are typically handled directly by the platform.
• Food quality or accuracy issues on third-party orders may be addressed either by the platform or by contacting us directly at [email protected].

13. Modifications to This Policy

Costa Vida reserves the right to update or modify this Refund Policy at any time. Changes will be effective upon posting to our website at costavidacafe.click. We encourage you to review this policy periodically. Continued use of our services following any changes constitutes your acceptance of the updated policy.

14. Contact Information for Refund Requests

For all refund requests, cancellations, exchanges, or related inquiries, please contact our customer support team using the information below:

Our customer support team is available Monday through Friday, 9:00 AM to 6:00 PM (local time). We aim to respond to all inquiries within 1–2 business days.