Refund Policy

At Costa Vida, we are committed to providing our customers with the highest quality food and service experience. We understand that situations may arise where a refund or exchange is necessary. This Refund Policy outlines the conditions, procedures, and timeframes applicable to all refund requests made in connection with purchases made through our website vidascosta.digital or at our physical locations.

By placing an order with Costa Vida, you agree to the terms outlined in this Refund Policy. We encourage you to read this document carefully before completing any purchase.

1. General Overview

Costa Vida is a food business operating in the United States and is committed to customer satisfaction. Our refund policy complies with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act, and applicable state-level regulations. We strive to resolve all refund and complaint matters fairly, promptly, and professionally.

This policy applies to all orders placed:

• Online through our website vidascosta.digital
• Via third-party delivery platforms authorized by Costa Vida
• In-person at our physical location(s)
• Via phone orders accepted directly by our team

2. Eligibility Conditions for Refunds

A refund request may be considered eligible under the following circumstances:

• Incorrect Order: You received an item that does not match what you ordered (wrong item, wrong size, wrong customization).
• Missing Items: One or more items included in your order were not delivered or provided at the time of pickup.
• Food Quality Issues: The food received was spoiled, undercooked, contaminated, or otherwise unfit for consumption.
• Allergic Reactions Due to Mislabeling: You experienced an adverse reaction due to an allergen that was not disclosed or was improperly labeled in your order.
• Order Not Delivered: Your delivery order was confirmed but never arrived at your designated address within a reasonable timeframe.
• Duplicate Charges: You were charged more than once for the same order due to a technical or processing error.
• Significant Delay: Your order experienced a delay far beyond the estimated time with no prior communication from Costa Vida.

Refund eligibility is assessed on a case-by-case basis. Costa Vida reserves the right to request photographic evidence or other supporting documentation before processing a refund.

3. Non-Refundable Items and Situations

The following situations are generally not eligible for refunds:

4. Timeframes for Refund Requests

To ensure a fair and accurate review of your refund request, you must contact Costa Vida within the following timeframes:

• In-store or pickup orders: Refund requests must be submitted at the time of receipt or within 2 hours of receiving the order.
• Delivery orders: Refund requests must be submitted within 4 hours of the confirmed delivery time.
• Online orders (non-delivery): If an issue is discovered after pickup, the request must be submitted within 3 hours of order pickup.
• Catering orders: Concerns related to catering orders must be reported within 24 hours of the event's conclusion.
• Billing disputes (duplicate charges): Billing-related disputes must be submitted within 7 calendar days of the transaction date.

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

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

1. Gather Your Information: Before contacting us, have the following ready:
   • Your full name and contact information
   • Order number or transaction reference
   • Date and time of the order
   • Description of the issue (missing item, quality problem, wrong order, etc.)
   • Photos or videos of the issue (if applicable)
2. Contact Costa Vida: Reach us through any of the following channels:
   • Email: [email protected]
   • Website: vidascosta.digital
3. Submit Your Request: Clearly state that you are requesting a refund and provide all relevant details. Use the subject line: "Refund Request – Order #[Your Order Number]".
4. Await Confirmation: Our team will acknowledge your refund request within 1–2 business days and may follow up with additional questions.
5. Review and Decision: Costa Vida will evaluate your request based on the information and documentation provided. You will receive a final decision within 3–5 business days of submission.
6. Refund Issued: If approved, your refund will be processed according to the timeframes outlined in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund is approved, the time it takes to receive the funds depends on the original payment method used:

7. Partial Refunds

In certain situations, Costa Vida may offer a partial refund rather than a full refund. Partial refunds may apply when:

• Only one or a few items in a multi-item order were incorrect or unsatisfactory.
• The food quality issue affected only a portion of the order.
• A delivery order was partially received (some items missing, some delivered correctly).
• A catering order was mostly fulfilled but had minor discrepancies.
• A customer partially consumed a meal before discovering an issue (evaluated on a case-by-case basis).

The partial refund amount will be calculated based on the price of the affected item(s) and any applicable taxes or fees. Costa Vida reserves the right to issue store credit in lieu of a partial monetary refund where appropriate.

8. Exchange Policy

Where operationally feasible, Costa Vida may offer a replacement or exchange instead of a monetary refund. Exchanges are subject to the following conditions:

• The original item must have been incorrect, defective, or unsatisfactory as described in Section 2.
• Exchange requests must be made within the same timeframes as refund requests (see Section 4).
• Exchanges are only available for in-store or pickup orders where the customer is present at our location.
• Delivery exchanges may be offered at Costa Vida's discretion and subject to operational availability.
• The replacement item will be of equal value to the original item ordered.
• If the originally ordered item is no longer available, a comparable item or store credit of equal value will be offered.

Exchanges do not incur any additional charges to the customer when the issue falls within our eligibility criteria.

9. Cancellation Policy

We understand that plans can change. Please review our cancellation terms below:

9.1 Standard Orders

• Orders may be cancelled for a full refund only if cancelled before food preparation begins.
• Once preparation has started, cancellations will not be eligible for a monetary refund. Store credit may be offered at our discretion.
• Online orders may be cancelled within 5 minutes of placement through our website or by contacting us immediately at [email protected].

9.2 Catering Orders

• Catering orders cancelled more than 72 hours prior to the event date: Full refund of any deposit paid.
• Catering orders cancelled between 48–72 hours prior to the event: 50% refund of the deposit.
• Catering orders cancelled less than 48 hours prior to the event: No refund of the deposit. The full balance may still be owed depending on the agreement.

9.3 Subscription or Meal Plan Orders

If Costa Vida offers any subscription-based or recurring meal plan services, cancellation requests must be submitted at least 5 business days before the next billing cycle to avoid being charged for the upcoming period. Refunds for subscription services will be assessed based on the services already rendered versus those remaining.

10. Orders Placed Through Third-Party Platforms

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 and cancellation requests for third-party platform orders must be directed to the respective platform's customer support team.
• Costa Vida does not have direct control over refunds issued by third-party platforms.
• However, if the issue relates to a food quality or preparation error on our part, please also notify us at [email protected] so we can investigate and improve our service.

11. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Costa Vida provides the following escalation and dispute resolution process:

1. Step 1 – Internal Review: Submit a written appeal to [email protected] with the subject line: "Refund Appeal – Order #[Your Order Number]". Include all prior correspondence and any additional documentation supporting your case. Appeals will be reviewed by senior management within 5 business days.
2. Step 2 – Good Faith Negotiation: If the appeal does not resolve the matter, both parties agree to attempt resolution through good faith negotiation before pursuing formal legal remedies.
3. Step 3 – Mediation: If good faith negotiation fails, either party may request non-binding mediation through a mutually agreed-upon mediator in the state where the transaction occurred.
4. Step 4 – Legal Remedies: If mediation is unsuccessful, disputes may be pursued through the applicable courts of the United States. Customers retain their right to file complaints with the Federal Trade Commission (FTC) at reportfraud.ftc.gov or their applicable state consumer protection agency.

12. Our Commitment to You

At Costa Vida, customer satisfaction is at the heart of everything we do. We take every complaint, refund request, and piece of feedback seriously because it helps us improve our food and service. Our team is dedicated to treating every customer with respect, fairness, and transparency.

We will always strive to:

• Respond to refund inquiries promptly and professionally
• Process approved refunds as quickly as possible
• Communicate clearly and honestly at every step of the process
• Use customer feedback to continuously improve our food quality and operations

13. Policy Updates

Costa Vida reserves the right to update or modify this Refund Policy at any time. Any changes will be reflected on this page with an updated effective date. Continued use of our services after any such changes constitutes your acceptance of the revised policy. We encourage you to review this page periodically to stay informed about our refund practices.

14. Contact Information

For all refund requests, questions, or concerns related to this policy, please contact us using the information below:

Our customer support team is available to assist you Monday through Friday, during regular business hours. We aim to respond to all inquiries within 1–2 business days.