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 processed. Please read this policy carefully before placing an order.

By placing an order through our website vidacosta.click or at any of our locations, you agree to the terms described in this Refund Policy. If you have any questions, please do not hesitate to contact us at [email protected].

1. Our Commitment to Customer Satisfaction

Costa Vida takes great pride in the quality and freshness of every item we prepare. Our team works diligently to ensure that every order meets our high standards. However, we recognize that errors can occur, and we are committed to resolving any issues quickly and fairly. This policy applies to all food orders placed online through vidacosta.click, via phone, or in person at our physical locations.

Our goal is to make every customer interaction a positive one. If your order does not meet your expectations due to an error on our part, a quality issue, or any other valid concern, we encourage you to reach out to us promptly so we can make it right.

2. Eligibility Conditions for Refunds

Refunds at Costa Vida are evaluated on a case-by-case basis. To be eligible for a refund, the following conditions generally must be met:

• The order was placed through an official Costa Vida channel (website, phone, or in-store).
• The issue is reported within the applicable timeframe outlined in Section 3 of this policy.
• You provide valid proof of purchase, such as a receipt, order confirmation number, or transaction ID.
• The food item in question has a verifiable defect, quality issue, or was incorrectly prepared or delivered.
• The refund request is made in good faith and is not the result of buyer's remorse or a change of personal preference after the order has been prepared.

The following circumstances are typically considered valid grounds for a refund or replacement:

• Incorrect Order: You received items that do not match what you ordered.
• Missing Items: Part of your order was not included upon delivery or pickup.
• Food Quality Issues: The food was spoiled, undercooked, or otherwise unfit for consumption.
• Allergen Concerns: An ingredient was included that you specifically requested to be omitted due to a food allergy or dietary restriction, and this was clearly stated at the time of the order.
• Duplicate Charges: You were charged more than once for the same order.

3. Timeframes for Refund Requests

Given the perishable nature of food products, all refund requests must be submitted within the following timeframes:

Requests submitted outside these timeframes may not be honored. We encourage all customers to inspect their orders upon receipt and contact us immediately if there is a concern.

4. Non-Refundable Items and Services

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

• Food items that have been fully or partially consumed, except where a quality or safety issue is reported.
• Orders where the customer simply changed their mind after the food was prepared.
• Customization errors made by the customer at the time of ordering (e.g., selecting the wrong size, sauce, or toppings).
• Promotional or complimentary items provided at no charge.
• Gift cards or store credits that have been redeemed.
• Delivery fees charged by third-party delivery platforms (these are subject to those platforms' own refund policies).
• Orders placed through unauthorized third-party applications or platforms not officially affiliated with Costa Vida.

5. How to Request a Refund — Step-by-Step

To initiate a refund request, please follow these steps:

1. Gather Your Information: Locate your order confirmation email, receipt, or transaction ID. Take a clear photo of the item in question if the issue relates to food quality, incorrect items, or missing items.
2. Contact Costa Vida: Reach out to our customer support team via email at [email protected] or visit our website at vidacosta.click. You may also contact us directly at the location where your order was placed.
3. Describe Your Issue: Provide a clear and detailed explanation of the problem, including your order number, the date and time of purchase, the specific item(s) affected, and the nature of the issue.
4. Submit Supporting Evidence: Attach any photographs, screenshots, or other relevant documentation that supports your refund request.
5. Wait for Review: Our customer service team will review your request and respond within 2 to 3 business days. We may contact you for additional information if necessary.
6. Receive Decision: Once your request has been reviewed, you will be notified of our decision via email. If your refund is approved, the details of the refund amount and processing method will be communicated at that time.

6. Refund Processing Times by Payment Method

Once a refund has been approved, processing times vary depending on the original payment method used:

Please note that while Costa Vida initiates refunds promptly upon approval, processing times may vary depending on your financial institution or payment provider. Costa Vida is not responsible for delays caused by banks or third-party payment processors.

7. Partial Refunds

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

• Only a portion of the items in your order were incorrect, missing, or affected by a quality issue.
• The food item was partially consumed before the quality issue was discovered.
• The issue reported is deemed minor and does not warrant a full refund but still merits compensation.
• A discount or promotional code was applied to the original order that reduces the refundable amount.

The amount of any partial refund will be determined by our customer service team based on a fair assessment of the situation. You will be informed of the partial refund amount before it is processed, and you may choose to accept it or escalate the matter through our dispute resolution process (see Section 10).

8. Exchange Policy

In many cases, Costa Vida prefers to resolve issues through an exchange or replacement rather than a monetary refund, particularly for in-store purchases. Our exchange policy works as follows:

• In-Store Orders: If your in-store order was incorrect or did not meet quality standards, we will remake the item at no charge. Please notify a team member immediately upon discovering the issue.
• Online Orders (Pickup): If you pick up an online order and discover an issue upon arrival or shortly after, please contact our staff at the pickup location right away. We will do our best to remake the item on the spot.
• Delivery Orders: For delivery orders, we will offer a replacement on your next order or a store credit, as physical exchange may not be feasible once the order has left our premises.

Exchanges are subject to item availability. If a particular item is no longer available at the time of the exchange, we will offer a comparable substitute or a refund.

9. Cancellation Policy

Due to the nature of freshly prepared food, cancellations are subject to strict time restrictions. Please review our cancellation terms below:

9.1 Online Orders

Online orders may be cancelled within 10 minutes of placement, provided that food preparation has not yet begun. Once our kitchen staff begins preparing your order, cancellation is no longer possible, and a refund will not be issued.

To cancel an online order, please contact us immediately at [email protected] or call the location directly. Include your order number and the reason for cancellation in your message.

9.2 Catering and Large Group Orders

For catering orders or large group reservations, the following cancellation terms apply:

Catering deposits are non-refundable if the cancellation is made less than 24 hours before the scheduled event.

9.3 In-Store Orders

In-store orders cannot be cancelled once they have been submitted to our kitchen team. We encourage customers to review their orders carefully before finalizing their purchase.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Costa Vida offers a structured dispute resolution process to ensure all concerns are addressed fairly and transparently.

10.1 Step 1 — Informal Resolution

In the first instance, please contact our customer service team at [email protected] and clearly explain your dissatisfaction with the initial decision. Our team will review your case again with fresh eyes and aim to resolve the dispute within 5 business days.

10.2 Step 2 — Escalation to Management

If the matter is not resolved to your satisfaction at the first level, you may request that your case be escalated to a senior manager. Please indicate this in your email correspondence. Escalated cases are typically reviewed and responded to within 7 to 10 business days.

10.3 Step 3 — External Consumer Protection Channels

If your dispute cannot be resolved internally, you have the right to seek assistance through external consumer protection channels. As Costa Vida operates in the United States, the following resources may be available to you:

• Federal Trade Commission (FTC): You may file a complaint at www.ftc.gov under the FTC Act, which protects consumers against unfair or deceptive business practices.
• Consumer Financial Protection Bureau (CFPB): For billing disputes related to payment methods, you may contact the CFPB at www.consumerfinance.gov.
• State Consumer Protection Office: Depending on your state of residence, your state attorney general's office may offer additional consumer protection resources and mediation services.
• Better Business Bureau (BBB): You may file a complaint with the BBB at www.bbb.org.
• California Residents: If you reside in California, you may also have rights under the California Consumer Privacy Act (CCPA/CPRA) regarding the handling of your personal information in relation to your order.

11. Fraud Prevention

Costa Vida takes fraudulent refund claims seriously. Any customer found to be submitting false or misleading refund requests, including fabricating quality issues or submitting falsified documentation, may have their account suspended and future orders refused. In cases of significant fraud, Costa Vida reserves the right to pursue legal remedies under applicable federal and state laws.

12. Changes to This Refund Policy

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 vidacosta.click. The "Last Updated" date at the top of this page will reflect when changes were made. We encourage you to review this policy periodically. Continued use of our services following any changes constitutes your acceptance of the revised policy.

13. Contact Us

If you have any questions, concerns, or wish to submit a refund request, please reach out to our customer support team using the contact information below. We are here to help and will do our best to assist you promptly.

When contacting us, please include the following information to help us process your request as efficiently as possible:

• Your full name
• Order number or transaction ID
• Date and time of your order
• Description of the issue
• Supporting photos or documentation (if applicable)
• Your preferred method of resolution (refund, replacement, or store credit)

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 to 3 business days.

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