Refund Policy

At Costa Vida, we are committed to providing our customers with high-quality food and an exceptional dining experience. We understand that issues may occasionally arise with your order, and we want to make the refund and resolution process as straightforward as possible. Please read this Refund Policy carefully to understand your rights and our obligations under applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act.

1. General Overview

This Refund Policy applies to all orders and purchases made through our website costavida-meal.digital or any affiliated ordering platform. By placing an order with Costa Vida, you acknowledge and agree to the terms outlined in this policy. We reserve the right to update or modify this policy at any time, and the most current version will always be available on our website.

Our goal is to resolve any concerns quickly and fairly. If you are not satisfied with your order for any legitimate reason, we encourage you to contact us as soon as possible so we can work toward an appropriate solution.

2. Eligibility Conditions for Refunds

To be eligible for a refund, your request must meet one or more of the following conditions:

• Your order was incorrect due to an error on our part (wrong items delivered, missing items, or items not matching the description on our menu).
• The food you received was of poor quality, spoiled, or not prepared according to food safety standards.
• Your order was never delivered, and delivery confirmation cannot be established.
• You experienced a duplicate charge or billing error on your account.
• Your order was significantly delayed beyond the estimated delivery or pickup window without prior notification.
• A confirmed technical issue on our website or ordering platform resulted in an unintended or erroneous transaction.

Refund eligibility is evaluated on a case-by-case basis. Costa Vida reserves the right to deny refund requests that do not meet the stated conditions or that appear fraudulent or abusive.

3. Timeframes for Refund Requests

To ensure timely resolution, 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 upon receipt and contact us promptly if any issues are identified.

4. Non-Refundable Items and Situations

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

• Consumed orders: If the food has been substantially or fully consumed before a complaint is filed, a refund will generally not be issued unless a documented quality or safety issue is identified.
• Change of mind: Refunds will not be issued simply because a customer changed their mind after the order was placed and preparation has begun.
• Customization errors by the customer: If a customer made incorrect selections or customizations during the ordering process, Costa Vida is not responsible for refunding that order.
• Promotional or discounted items: Items purchased using promotional codes, discount offers, or as part of a special deal may not be eligible for a cash refund but may be eligible for a store credit or exchange.
• Gift cards and prepaid credits: These are non-refundable unless required by applicable state law.
• Delivery fees: Delivery charges are generally non-refundable unless the non-delivery was directly caused by Costa Vida or our delivery partner.
• Late requests: Any refund request submitted outside the timeframes outlined in Section 3 above.

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

If you believe you are eligible for a refund, please follow the steps below to submit your request:

1. Step 1 — Gather Your Information: Collect your order confirmation number, a brief description of the issue, and any supporting evidence such as photos of the incorrect or unsatisfactory food item.
2. Step 2 — Contact Us: Reach out to our customer support team via email at [email protected] or through our website at costavida-meal.digital. Please use the subject line: "Refund Request – [Your Order Number]".
3. Step 3 — Provide Details: In your message, include your full name, contact information, order number, the date and time of the order, a detailed description of the issue, and any photographic evidence if applicable.
4. Step 4 — Await Confirmation: Our customer support team will acknowledge your request within 1–2 business days and may request additional information if needed.
5. Step 5 — Review and Decision: Our team will review your request and notify you of the outcome within 3–5 business days of receiving all required information. You will be informed whether your refund has been approved, partially approved, or denied, along with the reason for our decision.
6. Step 6 — Refund Issuance: If your refund is approved, it will be processed according to the payment method timelines outlined in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the processing time will vary depending on the payment method used at the time of purchase:

Please note that while Costa Vida processes refunds promptly upon approval, actual credit posting times are subject to your financial institution's policies and may take additional time to reflect on your statement.

7. Partial Refunds

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

• Only a portion of your order was incorrect, missing, or unsatisfactory, and the remainder of the order was delivered as expected.
• The food quality issue affected only specific items within a larger order.
• A promotional discount was applied to the order, and the refund will reflect only the amount actually paid by the customer.
• The delivery was late but eventually completed, and only a partial service failure occurred.
• Customer behavior or instructions contributed in part to the issue with the order.

The amount of a partial refund will be determined by Costa Vida based on the nature and extent of the issue identified. Our customer support team will communicate the approved partial refund amount clearly before processing.

8. Exchange Policy

For food-based businesses, traditional product exchanges are not always feasible due to health, safety, and perishability concerns. However, Costa Vida is committed to making things right. Our exchange options include:

• Order Replacement: If your order was incorrect or a specific item was unsatisfactory, we may offer to prepare and deliver or make available a replacement item at no additional charge, subject to availability and depending on your location and the time of the request.
• Store Credit: In lieu of a cash refund or replacement, we may offer store credit equal to the value of the affected item(s), which can be applied to a future order at costavida-meal.digital.
• Menu Substitution: In cases where a specific menu item is unavailable, we may offer a comparable substitution of equal or greater value.

Exchange requests are subject to the same timeframe requirements outlined in Section 3 and must be submitted through the same contact channels described in Section 5.

9. Cancellation Policy

Orders placed through Costa Vida's website or ordering platform are typically sent to our kitchen for immediate preparation. As a result, our cancellation window is limited:

Cancellation Procedures:

• To cancel an order, contact us immediately via email at [email protected] with your order number and the subject line "Order Cancellation – [Your Order Number]".
• Cancellations confirmed within the eligible timeframe will receive a full refund processed according to the timelines in Section 6.
• If the cancellation window has passed, we are unable to cancel the order, and it will be fulfilled as placed. Any concerns after delivery may be addressed through our standard refund request process.

Scheduled or Pre-Orders:

If you have placed a scheduled or advance order, cancellations may be accepted up to 2 hours before the scheduled preparation or delivery time. Please contact us as soon as possible if you need to cancel a scheduled order.

10. Dispute Resolution Process

Costa Vida is committed to resolving all refund-related concerns in good faith. If you are not satisfied with the outcome of your refund request, you may escalate the matter through the following process:

1. Internal Escalation: Request that your case be reviewed by a senior member of our customer support team by replying to your existing support email thread and requesting escalation. We will respond within 2–3 business days.
2. Written Complaint: Submit a formal written complaint via email to [email protected] with the subject line "Formal Dispute – [Your Order Number]". We will conduct a full review and provide a written response within 7 business days.
3. Credit Card Chargeback: If you paid by credit or debit card and believe you have been wrongly charged, you have the right to initiate a chargeback through your card issuer. We recommend attempting to resolve the matter with us directly before pursuing this option, as chargebacks can delay resolution.
4. FTC Complaint: Under the Federal Trade Commission Act, consumers in the United States have the right to file a complaint with the FTC at www.ftc.gov if they believe a business has engaged in unfair or deceptive practices.
5. State Consumer Protection Agencies: Depending on your state of residence, you may also have the right to file a complaint with your state's consumer protection agency or Attorney General's office.

Costa Vida complies with all applicable federal and state consumer protection laws and will cooperate fully with any regulatory inquiry or legitimate dispute process.

11. Chargebacks and Fraud Prevention

We take fraudulent refund requests and chargeback abuse seriously. Customers who repeatedly request refunds without valid cause, or who initiate chargebacks for orders that were legitimately fulfilled, may have their accounts suspended or terminated. Costa Vida reserves the right to dispute any chargeback that we determine to be made in bad faith, and we maintain records of all orders, deliveries, and communications to support such disputes.

12. Consumer Rights Under Applicable Law

This Refund Policy does not limit or override any rights you may have under applicable United States federal or state consumer protection laws. Depending on your state of residence, you may have additional rights regarding refunds, returns, and dispute resolution. Customers residing in California are additionally protected under the California Consumer Privacy Act (CCPA/CPRA) with respect to their personal data used in processing refund requests. We handle all personal information submitted as part of a refund request in accordance with our Privacy Policy available at costavida-meal.digital.

13. Changes to This Refund Policy

Costa Vida reserves the right to modify or update this Refund Policy at any time. Any changes will be effective immediately upon posting the updated policy on our website at costavida-meal.digital. We encourage you to review this page periodically to stay informed of any updates. Your continued use of our website and services following any changes constitutes your acceptance of the updated policy.

14. Contact Information for Refund Requests

If you have any questions about this Refund Policy or wish to submit a refund request, please contact us using the information below: