Refund Policy

At Costa Vida, we are committed to ensuring that every customer has a satisfying dining experience. We take great pride in the quality of our food and service. This Refund Policy outlines the terms and conditions under which refunds, exchanges, and cancellations are handled. By placing an order with us — whether in-store, online, or through a third-party delivery platform — you agree to the terms set forth in this policy. Please read this document carefully before making a purchase.

1. Our Commitment to Customer Satisfaction

Costa Vida believes that every guest deserves fresh, high-quality food prepared with care. If for any reason you are not completely satisfied with your order, we want to hear from you. Our team is dedicated to resolving issues promptly, fairly, and professionally. This policy has been designed in accordance with applicable United States consumer protection laws, including guidelines set forth by the Federal Trade Commission (FTC) under the FTC Act.

We encourage all customers to review their orders carefully at the time of pickup, delivery, or dining to ensure accuracy and quality. Timely communication is essential to a successful resolution.

2. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund under the following circumstances:

• Your order was incorrect (wrong items, missing items, or wrong customization).
• Your food was undercooked, spoiled, or otherwise not safe to consume.
• Your order was never delivered or significantly delayed beyond the estimated delivery window.
• You were charged an incorrect amount or charged more than once for the same order.
• You experienced a verifiable technical issue during the online ordering process that resulted in a duplicate charge or failed transaction.
• Your order was canceled by Costa Vida due to an operational issue, ingredient unavailability, or other circumstances within our control.

To be eligible for a refund, you must contact us within the applicable timeframe described in Section 3 below. Refund requests submitted outside of those timeframes may not be honored.

3. Timeframes for Refund Requests

Prompt reporting is critical to our ability to verify and resolve complaints. The following timeframes apply to all refund requests:

Refund requests submitted after the above timeframes will be reviewed on a case-by-case basis at the sole discretion of Costa Vida management. We strongly encourage all customers to report issues as soon as they occur.

4. Non-Refundable Items and Services

The following are generally not eligible for refunds:

• Food items that have been fully consumed before a complaint is made (unless a health or safety issue is documented).
• Orders where the dissatisfaction is based solely on personal taste preferences that were not communicated at the time of ordering.
• Customization requests that were clearly fulfilled as specified by the customer.
• Gift cards, promotional credits, or vouchers — these are non-refundable and non-transferable unless otherwise stated.
• Delivery fees charged by third-party platforms (these are subject to the respective platform's own refund policy).
• Service charges or tips voluntarily added at the time of checkout.
• Catering deposits that have been confirmed and where the cancellation was made less than 48 hours before the scheduled event date.

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

Requesting a refund from Costa Vida is simple. Please follow these steps:

1. Step 1 – Gather Your Information: Before contacting us, please have the following ready: your order number or receipt, the date and time of your order, the items in question, a description of the issue, and any supporting photos if applicable (especially for food quality complaints).
2. Step 2 – Contact Us Directly: Reach out to our customer service team by email at [email protected] or by visiting our website at food-costavida.rest. For urgent matters, please visit the location where your order was placed.
3. Step 3 – Provide Details: In your message or conversation, clearly explain what went wrong, which items were affected, and what resolution you are seeking (refund, replacement, or store credit).
4. Step 4 – Submit Supporting Evidence: If applicable, attach photos of the incorrect or unsatisfactory food, a screenshot of the charge, or any other documentation that supports your claim.
5. Step 5 – Await Confirmation: Our team will acknowledge your request within 1–2 business days and provide you with a resolution or request any additional information needed to process your claim.
6. Step 6 – Receive Your Resolution: Once your request is reviewed and approved, you will be notified of the outcome. Refunds will be processed according to the timeframes described 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 we process refunds promptly on our end, your bank or card issuer may have their own processing timelines that are outside of our control. If you have not received your refund within the stated timeframe, we recommend contacting your financial institution before reaching out to us.

7. Partial Refunds

In certain situations, a partial refund may be issued rather than a full refund. Partial refunds may apply when:

• Only a portion of your order was incorrect or unsatisfactory, while other items were properly prepared and delivered.
• You received your order but it was missing only one or a few items from a larger order.
• The issue was caused partially by customer error in the ordering process.
• A promotional discount or coupon was applied to the order — the refund will reflect the amount actually paid.
• You consumed the majority of a meal before reporting a quality issue.

The amount of the partial refund will be determined at the discretion of Costa Vida management based on the specific circumstances of each case. We are always committed to finding a fair and reasonable resolution.

8. Exchange Policy

If your order is incorrect or does not meet our quality standards, we are happy to offer a replacement as an alternative to a monetary refund. Exchanges are subject to the following conditions:

• Exchange requests must be made within the applicable timeframe stated in Section 3.
• The original item must be returned to the restaurant location (for in-store and pickup orders) where possible.
• Replacements will be made for the same item or a comparable item of equal or lesser value.
• Exchanges are not available for delivery orders where the food was already consumed or where returning the item is not practicable — in such cases, a refund or store credit will be offered instead.
• We reserve the right to decline an exchange if we determine that the dissatisfaction is based solely on personal taste preferences.

9. Cancellation Policy

We understand that plans change. Here is how we handle order cancellations at Costa Vida:

9.1 Standard Online and Pickup Orders

If you need to cancel a standard online or pickup order, please do so as soon as possible. Cancellations are only accepted if the order has not yet entered the preparation stage. Once our kitchen has begun preparing your order, cancellations may not be honored and a refund may not be available.

• Cancellation requested before preparation begins: Full refund issued.
• Cancellation requested after preparation has begun: No refund or store credit at management's discretion.

9.2 Catering and Group Orders

For catering and large group orders, a different cancellation schedule applies due to the advanced preparation involved:

All catering cancellation requests must be submitted in writing to [email protected] to be considered valid.

9.3 Cancellations by Costa Vida

In the rare event that Costa Vida must cancel your order due to ingredient availability, operational disruptions, weather, or any other reason, you will receive a full refund of all amounts paid. We will notify you as soon as possible by the contact information associated with your order.

10. Dispute Resolution Process

If you are not satisfied with the resolution offered by our customer service team, you may escalate the matter through the following steps:

1. Internal Escalation: Request that your issue be reviewed by a supervisor or location manager. You can do this by replying to our initial response email or by visiting the relevant Costa Vida location in person.
2. Written Formal Complaint: Submit a formal written complaint to [email protected] with the subject line "Formal Refund Dispute." Include all relevant order details, previous correspondence, and a description of your desired resolution. We will respond within 5 business days.
3. Credit Card Chargeback: If you paid by credit card and believe you were charged in error, you have the right to file a chargeback with your card issuer under applicable consumer protection regulations. We encourage you to contact us first to resolve the matter before initiating a chargeback.
4. Consumer Protection Agencies: You may also file a complaint with the Federal Trade Commission (FTC) at ftc.gov or your state's consumer protection office if you believe your consumer rights have been violated.

Costa Vida is committed to resolving all disputes in good faith and in compliance with applicable federal and state consumer protection laws in the United States.

11. Changes to This Policy

Costa Vida reserves the right to update or modify this Refund Policy at any time. Any changes will be posted to our website at food-costavida.rest with an updated effective date. We encourage you to review this policy periodically. Continued use of our services after any changes constitutes your acceptance of the updated terms.

12. Contact Information

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