Refund Policy

At Costa Vida, customer satisfaction is at the heart of everything we do. We take pride in serving fresh, high-quality food and providing an excellent dining experience. This Refund Policy outlines the terms and conditions under which refunds, exchanges, and cancellations are handled for orders placed through our website at cost-vida.digital or through any of our associated ordering channels. Please read this policy carefully before placing an order.

By placing an order with Costa Vida, you acknowledge that you have read, understood, and agreed to the terms set forth in this Refund Policy. This policy is governed by the laws of the United States, including applicable federal consumer protection regulations enforced by the Federal Trade Commission (FTC) under the FTC Act.

1. Eligibility Conditions for Refunds

Costa Vida is committed to making things right when your order does not meet our standards. A refund may be issued under the following conditions:

• Incorrect Order: You received an item that is materially different from what you ordered (e.g., wrong protein, wrong sauce, incorrect customization).
• Missing Items: One or more items from your order were missing from your delivery or pickup bag.
• Food Quality Issues: The food received was undercooked, spoiled, contaminated, or otherwise not fit for consumption at the time of delivery or pickup.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical error.
• Failed Order: Your order was confirmed and payment was processed, but the order was never prepared or delivered.
• Allergenic Concerns: You specifically notified Costa Vida of a food allergy prior to placing your order, and your meal was prepared with the allergen present despite that notification.

Refunds are evaluated on a case-by-case basis. Costa Vida reserves the right to request photographic evidence, order confirmation numbers, and any other relevant documentation before processing a refund. Submitting false or misleading claims may result in the denial of a refund and potential restrictions on future orders.

2. Timeframes for Refund Requests

To be eligible for a refund, you must contact Costa Vida within the following time windows after receiving your order or experiencing an issue:

Requests submitted after these deadlines may not be eligible for a full refund. We strongly encourage customers to inspect their orders upon receipt and contact us promptly if any issues are identified. Costa Vida will not be able to verify claims made significantly after the order date due to the perishable nature of food products.

3. Non-Refundable Items and Services

Not all purchases made through Costa Vida are eligible for refunds. The following are considered non-refundable under standard circumstances:

• Change of Mind: Orders that have already been prepared cannot be refunded simply because you changed your mind or no longer want the item.
• Consumed Items: If more than 50% of the food item has been consumed prior to raising a complaint, refunds will generally not be issued unless a verifiable food safety concern is documented.
• Customization Errors Made by the Customer: If a customer selects incorrect options during the ordering process and the order is prepared according to those selections, Costa Vida is not liable for the error.
• Promotional or Discounted Items: Items purchased as part of a limited-time promotion or heavily discounted offer may not be eligible for a cash refund. Store credit may be offered instead at Costa Vida's discretion.
• Gift Cards and Digital Vouchers: Purchases of gift cards or digital vouchers are non-refundable once the transaction is completed.
• Third-Party Delivery Fees: Delivery fees charged by third-party platforms (such as DoorDash, Uber Eats, or Grubhub) are subject to the refund policies of those respective platforms and are not within Costa Vida's control.
• Orders Placed Through Third-Party Platforms: If your order was placed via a third-party food delivery service, you must contact that platform directly for refund assistance, as Costa Vida does not have access to those transactions.

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

Requesting a refund from Costa Vida is straightforward. Please follow the steps below to initiate your request:

1. Step 1 – Gather Your Information: Before contacting us, collect the following details: your full name, the email address used at checkout, your order number, the date and time of your order, and a description of the issue.
2. Step 2 – Document the Issue: If your complaint relates to food quality, incorrect items, or missing items, please take clear photographs of the product as received. This documentation greatly assists our team in evaluating your claim.
3. Step 3 – Contact Our Support Team: Reach out to Costa Vida through one of the following channels:
   • Email: [email protected]
   • Website: cost-vida.digital
4. Step 4 – Submit Your Claim: In your message, include your order number, a detailed description of the issue, and any supporting photographs or documentation. The more detail you provide, the faster we can resolve your request.
5. Step 5 – Await Confirmation: Our customer support team will acknowledge your request within 2 business days and begin the review process. We may follow up with additional questions or requests for documentation.
6. Step 6 – Resolution: Once your claim is reviewed, we will notify you of our decision via email. If approved, your refund will be processed according to the timelines outlined in Section 5 of this policy.

5. Refund Processing Times by Payment Method

Once a refund has been approved by our team, the time it takes for funds to appear in your account will depend on your original payment method:

Please note that Costa Vida initiates the refund on our end promptly upon approval; however, actual posting of the funds to your account is controlled by your bank or payment processor and may take additional time. If you have not received your refund within the timeframes noted above, please contact your financial institution first, then reach out to us if the issue persists.

6. Partial Refunds

In certain situations, a partial refund may be more appropriate than a full refund. Costa Vida may offer a partial refund in the following circumstances:

• Only a portion of your order was incorrect or missing (e.g., one item out of a multi-item order was wrong).
• The food quality issue affected only part of your order.
• A significant portion of the food was consumed prior to the complaint being raised.
• The issue was partially caused by customer error during the ordering process.
• A promotional discount was applied at checkout, in which case the refund will reflect the discounted amount paid rather than the full retail price.

The amount of a partial refund will be determined by Costa Vida's customer support team based on the specific circumstances of each case. Our team strives to be fair and reasonable in all refund decisions.

7. Exchange Policy

Due to the perishable nature of food products, Costa Vida does not offer traditional item exchanges in the same way a retail store might. However, we are committed to making your experience right. The following options may be available in lieu of a monetary refund, at Costa Vida's discretion:

• Replacement Item: If you received an incorrect item, we may offer to prepare and deliver (or make available for pickup) the correct item at no additional charge, subject to availability and location constraints.
• Store Credit: We may issue Costa Vida store credit equivalent to the value of the affected item(s), which can be applied toward a future order placed through cost-vida.digital.
• Complimentary Item: In some cases, Costa Vida may offer a complimentary item of equal or lesser value as a goodwill gesture to resolve the issue.

Exchange options are subject to availability and the specific circumstances of your complaint. Our team will communicate available options to you during the resolution process.

8. Cancellation Policy

Given that Costa Vida prepares fresh food to order, our ability to cancel an order after it has been placed is limited. Please review the following cancellation terms:

8.1 Online Orders (via cost-vida.digital)

• Cancellation Window: Orders may be cancelled within 5 minutes of being placed, provided that preparation has not yet begun. After this window, cancellations may not be possible.
• How to Cancel: To request a cancellation, contact us immediately at [email protected] with your order number and the subject line "Order Cancellation Request."
• Successful Cancellation: If your order is successfully cancelled within the eligible window, a full refund will be issued to your original payment method.
• Late Cancellation: If preparation has already begun, a full refund may not be possible. A partial refund or store credit may be offered at Costa Vida's discretion.

8.2 Catering and Group Orders

• Catering orders require a minimum of 48 hours' notice for cancellation to receive a full refund.
• Cancellations made between 24 and 48 hours before the scheduled order time may be eligible for a 50% refund or store credit.
• Cancellations made less than 24 hours before the scheduled order time are generally non-refundable due to the preparation costs already incurred.

9. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Costa Vida encourages the following dispute resolution steps:

1. Step 1 – Escalate to Management: Reply to the email communication from our customer support team and request that your case be escalated to a senior team member or manager. Include your case reference number and a clear explanation of why you are dissatisfied with the initial response.
2. Step 2 – Written Formal Complaint: If escalation does not resolve the matter, you may submit a formal written complaint to Costa Vida via email at [email protected] with the subject line "Formal Complaint." We will respond within 5 business days.
3. Step 3 – Chargeback Through Your Bank: If you believe you have been charged incorrectly and Costa Vida has not resolved the issue satisfactorily, you have the right to contact your bank or credit card issuer to initiate a chargeback under applicable consumer protection laws. Please note that initiating a chargeback without first attempting resolution with Costa Vida may affect your ability to place future orders.
4. Step 4 – Consumer Protection Agencies: Customers in the United States may file a complaint with the Federal Trade Commission (FTC) at ftc.gov or with their state's Attorney General office if they believe their consumer rights have been violated.
5. Step 5 – Alternative Dispute Resolution (ADR): For disputes that cannot be resolved through the above steps, Costa Vida is open to engaging in informal mediation or alternative dispute resolution processes as a good-faith effort to reach a mutually agreeable solution.

Costa Vida values every customer relationship and is committed to resolving all disputes fairly, promptly, and professionally. We believe that the vast majority of concerns can be resolved through open communication.

10. Consumer Rights Under Applicable U.S. Law

As a customer in the United States, you are protected by federal and state consumer protection laws. Key protections include:

• FTC Act (15 U.S.C. § 45): Prohibits unfair or deceptive acts or practices in commerce. Costa Vida is committed to transparent and honest business practices in full compliance with FTC guidelines.
• Fair Credit Billing Act (FCBA): Provides protections against unauthorized charges on credit card accounts and establishes a process for billing disputes.
• State Consumer Protection Laws: Depending on your state of residence, additional protections may apply. For example, California residents may have rights under the California Consumer Protection statutes and the Consumers Legal Remedies Act (CLRA).

Nothing in this Refund Policy is intended to limit or override any rights you may have under applicable local, state, or federal law. If any provision of this policy conflicts with applicable law, the applicable law shall prevail.

11. Policy Updates

Costa Vida reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on this page with an updated effective date. We encourage customers to review this policy periodically. Continued use of our website or services after changes are posted constitutes your acceptance of the revised policy.

12. Contact Information for Refund Requests

For all refund requests, questions about this policy, or concerns regarding your order, please contact the Costa Vida customer support team using the following information:

When contacting us, please include your order number, the email address associated with your order, and a clear description of your concern. This will help our team assist you as efficiently as possible.