Refund Policy

At Costa Vida, we are committed to providing our customers with 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 your rights, our obligations, and the procedures for requesting refunds, exchanges, and cancellations. Please read this policy carefully before placing an order or making a purchase through our website at mealcostavida.rest or at any of our physical locations.

By placing an order or completing a purchase 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 applicable United States federal and state consumer protection laws, including but not limited to the Federal Trade Commission (FTC) Act.

1. Eligibility Conditions for Refunds

Costa Vida will consider refund requests under the following conditions. A refund may be issued when:

• You received an incorrect order that does not match what you placed or what was confirmed in your order receipt.
• The food item(s) you received were in an unsatisfactory condition, including items that were spoiled, improperly prepared, or posed a food safety concern at the time of delivery or pickup.
• A significant portion of your order was missing upon delivery or pickup, and you notified us within the applicable timeframe described in Section 2 of this policy.
• You were charged an incorrect amount due to a technical error, billing mistake, or unauthorized duplicate charge.
• Your online or app-based order was confirmed but was never prepared or made available for pickup or delivery due to an error on our part.
• A promotional discount, coupon, or gift card was not properly applied to your order at the time of checkout, resulting in an overcharge.

To be eligible for a refund, you must provide adequate documentation, including your order number, proof of purchase, and a description or photographic evidence of the issue, where applicable. All refund requests are subject to review and verification by our customer service team.

2. Timeframes for Refund Requests

To ensure prompt resolution of any issues, refund requests must be submitted within the following timeframes:

Requests submitted outside of these timeframes may not be eligible for a refund. We strongly encourage customers to inspect their orders immediately upon receipt and contact us as soon as any issue is identified. Late submissions will be reviewed on a case-by-case basis, but Costa Vida reserves the right to deny requests submitted beyond the stated deadlines.

3. Non-Refundable Items and Services

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

• Food items that have been fully consumed or substantially consumed before a complaint is made.
• Orders where the customer provided incorrect delivery information, resulting in a failed or delayed delivery.
• Items that were correctly prepared according to the order specifications but the customer changed their mind after the order was placed and fulfilled.
• Customization requests that were clearly communicated and accurately fulfilled (e.g., specific ingredients added or removed at the customer's request).
• Digital gift cards, loyalty points, or rewards that have already been redeemed or applied to a completed order.
• Catering orders or bulk orders that were prepared and delivered as specified, where dissatisfaction is based on personal preference rather than a verifiable error or quality issue.
• Service fees, delivery fees, or third-party platform fees charged by delivery partners (these are governed by the respective third-party platform's refund policies).
• Complimentary items or promotional items provided free of charge.

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

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

1. Step 1 — Gather Your Information: Before contacting us, collect the following details: your full name, order number or receipt, date and time of your order, the specific issue you experienced, and any supporting photographs or documentation.
2. Step 2 — Contact Costa Vida Customer Support: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: mealcostavida.rest
3. Step 3 — Describe Your Issue: Clearly explain the problem you experienced. Provide as much detail as possible, including what you ordered, what you received, and the nature of the issue. Attach any photographs or screenshots where relevant.
4. Step 4 — Wait for Confirmation: Our customer service team will acknowledge your request within 1–2 business days. You will receive a case or ticket number to track your request.
5. Step 5 — Review and Decision: Our team will review your submission, verify the information provided, and determine whether your request qualifies for a refund, partial refund, or exchange. This process may take up to 5 business days.
6. Step 6 — Resolution: Once a decision has been made, you will be notified via email. If approved, your refund or exchange will be processed according to the payment method and timelines described in Section 5.

5. Refund Processing Times by Payment Method

Once a refund request has been approved, the time required for the refund to appear in your account will vary depending on your original payment method:

Please note that while Costa Vida will process approved refunds promptly, the actual posting of funds to your account is subject to your bank's or financial institution's policies and timelines, which are beyond our control. If you do not see your refund after the stated timeframe, we encourage you to contact your bank directly before reaching out to us.

6. Partial Refunds

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

• Only a portion of your order was incorrect, missing, or of unsatisfactory quality, and the remainder of the order was correctly prepared and delivered.
• A portion of an order was consumed before the issue was identified and reported.
• A catering or group order contained a mix of items — some of which were satisfactory and others that were not.
• A promotional price or discount was only partially applied, resulting in a partial overcharge.
• There was a minor discrepancy in the order that did not affect the overall quality or usability of the meal.

The amount of a partial refund will be determined by Costa Vida's customer service team based on the specifics of the issue and the verified value of the affected items. Customers will be informed of the partial refund amount prior to processing and will have the opportunity to accept or discuss the resolution.

7. Exchange Policy

Costa Vida is pleased to offer exchanges in applicable situations. If you received an incorrect food item and you are at our physical location or within a reasonable proximity, our team may be able to replace the incorrect item with the correct one at no additional charge.

Exchanges are subject to the following conditions:

• The exchange must be requested promptly — for in-store orders, this means before leaving the restaurant or within a very short period after pickup.
• The item being returned for exchange must be substantially intact and in its original packaging or container where possible.
• Exchanges are only available for items that were incorrectly prepared or significantly different from what was ordered.
• Costa Vida reserves the right to offer store credit or a coupon in lieu of a direct exchange if ingredients or menu items are not available at the time of the exchange request.
• Exchanges are not available for items that were consumed, modified by the customer, or ordered correctly but disliked based on personal preference.

For online or delivery orders, exchanges may not always be logistically possible. In such cases, Costa Vida will offer a refund, store credit, or a discount on a future order as an alternative resolution.

8. Cancellation Policy

We understand that plans can change. The following cancellation terms apply to orders placed with Costa Vida:

8.1 Standard Online Orders

If you need to cancel an online order, please contact us immediately at [email protected] or through our website. Cancellations are only possible if the order has not yet been confirmed or begun preparation by our kitchen staff. Once food preparation has begun, cancellations cannot be accepted, and no refund will be issued.

8.2 Catering and Group Orders

For catering or large group orders, the following cancellation schedule applies:

8.3 Third-Party Delivery Platforms

If your order was placed through a third-party delivery platform such as DoorDash, Uber Eats, or Grubhub, cancellation and refund policies are governed by that platform. Costa Vida does not have direct control over cancellations initiated through third-party apps. Please contact the respective delivery platform's customer support for assistance with those orders.

9. Dispute Resolution Process

Costa Vida is committed to resolving all customer concerns in a fair and timely manner. If you are dissatisfied with the outcome of your refund request, you may follow the dispute resolution process outlined below:

1. Step 1 — Internal Escalation: If your initial refund request was denied or you disagree with the resolution offered, you may request that your case be escalated to a senior member of our customer service team or management. Please clearly state that you are requesting an escalation and provide your original case or ticket number.
2. Step 2 — Management Review: A Costa Vida manager will review your case within 5 to 7 business days and may reach out to you for additional information. A final decision will be communicated to you in writing via email.
3. Step 3 — Chargeback or Third-Party Assistance: If you remain unsatisfied after the internal resolution process, you retain the right to dispute the charge with your credit card provider or financial institution, in accordance with your cardholder agreement and applicable consumer protection laws.
4. Step 4 — Consumer Protection Agencies: Customers in the United States may also file a complaint with the Federal Trade Commission (FTC) at ftc.gov or with their applicable state consumer protection agency if they believe their consumer rights have been violated.

10. Fraud Prevention

Costa Vida takes fraudulent refund requests seriously. Any attempt to submit false claims, manipulate order records, or provide misleading information to obtain a refund may result in the permanent suspension of your account, cancellation of any outstanding rewards or loyalty points, and referral to appropriate legal authorities where warranted. We reserve the right to implement fraud prevention measures, including requesting additional verification for suspicious refund requests.

11. Policy Updates

Costa Vida reserves the right to update or modify this Refund Policy at any time. Changes will be posted on our website at mealcostavida.rest with an updated effective date. It is the customer's responsibility to review this policy periodically. Continued use of our services after any changes to this policy constitutes acceptance of the updated terms.

12. Contact Information for Refund Requests

If you have questions about this Refund Policy, need to submit a refund request, or would like to speak with a member of our customer service team, please contact us using the information below:

Our customer support team is available during regular business hours, Monday through Friday. We strive to respond to all inquiries within 1 to 2 business days. For urgent food safety concerns, please contact us immediately using the email address listed above.