Refund Policy

At Costa Vida, we are committed to providing our customers with high-quality food and an exceptional dining experience. We understand that there may be occasions when 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 your order.

By placing an order through our website foodcostavida.click or at any of our locations, you acknowledge that you have read, understood, and agreed to the terms of this Refund Policy. This policy complies with applicable United States consumer protection laws, including guidelines set forth by the Federal Trade Commission (FTC) Act.

1. Eligibility Conditions for Refunds

Costa Vida strives to ensure every order meets our high standards of quality and accuracy. Refunds may be granted under the following circumstances:

• Incorrect Order: You received items that were different from what you ordered.
• Missing Items: Your order was incomplete, and one or more items were not included.
• Food Quality Issues: The food received was undercooked, overcooked, spoiled, or otherwise unfit for consumption at the time of delivery or pickup.
• Allergic Reactions Due to Mislabeling: You experienced an adverse reaction as a direct result of incorrect allergen information provided by Costa Vida.
• Technical Errors: A duplicate charge or billing error occurred during the transaction process.
• Undelivered Orders: Your order was confirmed and paid for but never delivered or made available for pickup without prior notice.

Refund eligibility is assessed on a case-by-case basis. Costa Vida reserves the right to request supporting documentation such as photographs, order confirmation numbers, or receipts to validate a refund claim.

2. Timeframes for Refund Requests

To be considered for a refund, customers must submit their request within the following timeframes:

Requests submitted after the applicable timeframe may not be eligible for a refund. We strongly encourage customers to inspect their orders promptly upon receipt and contact us immediately if any issues are identified.

3. Non-Refundable Items and Services

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

• Change of Mind: Refunds will not be issued if you simply changed your mind after the order was prepared or delivered.
• Consumed Food: Partially or fully consumed food items are not eligible for a refund unless a quality issue is identified at the time of consumption.
• Customized Orders: Items that were specially customized per your request (such as specific ingredient substitutions or additions) and were prepared as requested are non-refundable.
• Promotional or Discounted Items: Items purchased at a discounted price through promotional offers, coupons, or special deals are non-refundable unless a verified quality issue exists.
• Digital Gift Cards: Purchased digital gift cards or vouchers are non-refundable once issued.
• Delivery Fees: Third-party delivery fees charged by external delivery platforms are not refundable by Costa Vida.
• Service Charges and Gratuities: Any applicable service charges or added gratuities are non-refundable.

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

To submit a refund request, please follow the steps below:

1. Gather Your Information: Before contacting us, have the following ready:
   • Your full name and contact information
   • Order number or receipt
   • Date and time of the order
   • A clear description of the issue
   • Photographs or supporting evidence (if applicable)
2. Contact Us: Reach out to our customer service team using one of the following methods:
   • Email: [email protected]
   • Website: foodcostavida.click
3. Submit Your Request: Provide all relevant details in your message. Use the subject line: "Refund Request – [Your Order Number]" when emailing us.
4. Await Confirmation: Our customer service team will acknowledge receipt of your request within 1–2 business days.
5. Review Process: Our team will review your request and may follow up for additional information. A decision will be communicated to you within 3–5 business days.
6. Resolution: If your refund is approved, you will receive confirmation along with details on how the refund will be processed.

5. 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 these timeframes represent the time after Costa Vida initiates the refund. Your financial institution may require additional processing time on their end. Costa Vida is not responsible for delays caused by third-party payment processors or banks.

6. Partial Refunds

In certain situations, a partial refund may be issued rather than a full refund. Partial refunds may apply under the following conditions:

• Only a portion of the order was incorrect, missing, or unsatisfactory.
• The complaint relates to a single item within a larger order.
• The food was partially consumed before the quality issue was identified.
• A promotional discount was applied to the original order, and only the non-discounted portion is eligible.
• The issue was partially caused by factors beyond Costa Vida's control (such as third-party delivery handling).

The partial refund amount will be calculated based on the individual item price, applicable taxes, and any associated fees. Costa Vida will communicate the exact refund amount to the customer before processing.

7. Exchange Policy

In some cases, Costa Vida may offer an exchange or replacement instead of a monetary refund. Exchanges are subject to the following conditions:

• The replacement item must be of equal or lesser value than the original item.
• Exchanges are available for dine-in and in-store pickup orders and must be requested immediately upon identifying the issue.
• For online or delivery orders, a replacement may be offered for the same or next available delivery window, subject to product availability.
• Costa Vida reserves the right to determine whether an exchange or refund is the most appropriate resolution on a case-by-case basis.

If you prefer a refund over an exchange, please indicate this clearly when submitting your request. We will do our best to accommodate your preference, subject to the eligibility conditions outlined in this policy.

8. Cancellation Policy

Given the nature of food preparation, our cancellation policy is time-sensitive. Please review the following guidelines:

8.1 Online and App Orders

• Orders may be cancelled without charge if the cancellation request is submitted within 5 minutes of placing the order, provided that food preparation has not yet begun.
• Once food preparation has commenced, cancellations are not accepted and no refund will be issued.

8.2 Catering and Large Group Orders

• Catering orders must be cancelled at least 48 hours prior to the scheduled delivery or pickup time to receive a full refund.
• Cancellations made between 24–48 hours before the scheduled time will receive a 50% refund.
• Cancellations made less than 24 hours before the scheduled time are non-refundable.

8.3 In-Store Orders

• In-store orders that have already been placed at the counter cannot be cancelled once food preparation has begun.
• If a cancellation is requested before food preparation starts, a full refund or store credit will be issued.

9. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, you have the right to escalate the matter through our dispute resolution process.

9.1 Internal Escalation

If your initial refund request is denied or you are unsatisfied with the resolution, you may request an escalation by:

• Sending a formal written complaint to [email protected] with the subject line: "Formal Dispute – [Your Order Number]".
• Our management team will review the escalated complaint within 5–7 business days and provide a final determination.

9.2 Third-Party Mediation

If the dispute cannot be resolved through our internal process, customers may seek assistance from relevant consumer protection bodies, including:

• The Federal Trade Commission (FTC): www.ftc.gov
• Consumer Financial Protection Bureau (CFPB): For billing and payment disputes.
• Your State Attorney General's Office: For state-specific consumer protection matters.
• Better Business Bureau (BBB): For mediation assistance.

9.3 Credit Card Chargebacks

Customers retain the right to initiate a chargeback through their credit card provider or financial institution if a billing dispute cannot be resolved directly with Costa Vida. However, we strongly encourage customers to contact us first, as most issues can be resolved quickly and amicably without the need for a formal chargeback.

10. Store Credit Option

As an alternative to a monetary refund, Costa Vida may offer store credit in certain situations. Store credit:

• Is applied directly to your Costa Vida account or issued as a voucher code.
• Can be used toward any future order at foodcostavida.click or at participating Costa Vida locations.
• Is valid for 12 months from the date of issuance.
• Is non-transferable and cannot be converted to cash.
• Cannot be applied toward tip or delivery fees charged by third-party services.

11. Third-Party Delivery Platform Orders

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

• Refund requests for orders placed through third-party platforms must be submitted directly to the respective platform, as Costa Vida does not have direct access to those transactions.
• Costa Vida is not responsible for errors made by third-party delivery drivers, including late deliveries, missing items added after the order was handed off, or damaged packaging.
• For quality issues with the food itself (regardless of the platform used), you may still contact Costa Vida directly at [email protected].

12. Changes to This Refund Policy

Costa Vida reserves the right to modify or update this Refund Policy at any time without prior notice. Changes will be effective immediately upon posting to our website at foodcostavida.click. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage customers to review this policy periodically.

Continued use of our services after any changes to this policy constitutes your acceptance of the updated terms.

13. Contact Information for Refund Requests

For all refund-related inquiries, exchanges, cancellations, or disputes, please contact our customer service team through the following channels:

We aim to respond to all refund inquiries within 1–2 business days. For urgent matters, we recommend reaching out via email with all relevant order details included in your initial message to expedite the review process.