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 the conditions, procedures, and timeframes applicable to refund requests for orders placed through our website at costavida-cafe.click or directly at our location. Please read this policy carefully before placing an order.

1. General Refund Philosophy

Costa Vida takes great pride in the freshness and quality of every item we prepare. Customer satisfaction is our highest priority. If you are not completely satisfied with your order, we encourage you to contact us as soon as possible so we can make it right. Our team will review each refund request on a case-by-case basis, and we reserve the right to approve or deny requests based on the circumstances described below.

This policy applies to all purchases made through our website, mobile ordering platforms, phone orders, and in-person transactions at our establishment. By placing an order with Costa Vida, you agree to the terms set forth in this Refund Policy.

2. Eligibility Conditions for Refunds

A refund may be issued under the following circumstances:

• Incorrect Order: You received an item that was different from what you ordered.
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food was spoiled, undercooked, overcooked, or otherwise did not meet acceptable quality standards upon receipt.
• Allergic Reactions Due to Incorrect Preparation: If you specified an allergy or dietary restriction and the order was prepared incorrectly, resulting in an allergic reaction or severe dietary violation.
• Duplicate Charges: You were charged more than once for the same order.
• Failed or Incomplete Delivery: Your delivery order was never received, and our records confirm it was not delivered to the correct address.
• Technical Error: A confirmed technical error on our website or payment system resulted in an unintended charge.

Refunds will not be granted for personal preference changes after an order has been prepared and/or delivered, unless the item was materially different from its description on our menu.

3. Timeframes for Refund Requests

To ensure your refund request can be properly reviewed and processed, all requests must be submitted within the following timeframes:

Requests submitted after these deadlines may not be eligible for a full refund. However, we encourage you to contact us regardless, as each case will be reviewed individually. Late submissions may qualify for store credit at our discretion.

4. Non-Refundable Items and Services

Certain items and services are not eligible for refunds under any circumstances, including:

• Gift cards and promotional vouchers once redeemed or partially used
• Catering deposits once food preparation has commenced
• Customized or specially prepared items as requested by the customer, when prepared correctly
• Delivery fees charged by third-party delivery platforms (these are subject to the respective platform's refund policy)
• Seasonal or limited-time items that were correctly prepared per menu description
• Orders where the customer provided an incorrect delivery address
• Items that have been substantially consumed before a complaint is raised

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

To submit a refund request, please follow these steps:

1. Gather Your Information: Before contacting us, have the following ready:
   • Your order number or receipt
   • The date and time of your order
   • A description of the issue
   • Photographic evidence of the problem (if applicable — e.g., wrong item, spoiled food)
   • Your preferred refund method (original payment method or store credit)
2. Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: costavida-cafe.click
3. Submit Your Request: Provide all relevant details including your name, contact information, order details, and a clear description of the issue. Attach any photos or supporting documentation.
4. Await Confirmation: Our team will acknowledge your request within 1 business day via email.
5. Review Process: Our team will review your request within 3 to 5 business days. We may follow up with additional questions or request further documentation.
6. Resolution: Once a decision is made, we will notify you of the outcome and, if approved, initiate the refund or exchange process.

6. Refund Processing Times by Payment Method

Once a refund has been approved, please allow the following processing times depending on your original payment method:

Please note that while we process refunds promptly on our end, the actual time for funds to appear in your account depends on your bank or financial institution. Costa Vida is not responsible for delays caused by banking institutions once the refund has been initiated from our side.

7. Partial Refunds

In certain circumstances, 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 missing
• The food quality issue affected only one item in a multi-item order
• A promotional discount or coupon was applied to the original order
• Part of the order was consumed before the issue was reported
• A catering order was partially completed or partially delivered

The partial refund amount will be calculated based on the pro-rated cost of the affected items, including applicable taxes. Our customer support team will clearly communicate the refund amount and the reasoning before processing.

8. Exchange Policy

Costa Vida offers exchanges for food items that were prepared incorrectly or do not match your order, subject to the following conditions:

• The exchange request is made within the eligible timeframe (see Section 3)
• The item has not been substantially consumed
• The replacement item is of equal or lesser value; if greater value, the difference must be paid by the customer
• Exchanges are available for in-person and pickup orders; delivery order exchanges may require a new order placement

To request an exchange, contact our team at [email protected] or visit our location directly with your receipt. Our staff will do their best to accommodate your exchange request promptly and courteously.

Please note that we are unable to guarantee that the same ingredient combinations or menu items will always be available for exchange due to daily inventory variations. In such cases, we will offer a comparable alternative or a refund.

9. Cancellation Policy

We understand that plans change. Below are our cancellation guidelines:

9.1 Standard Orders (Online / Phone Orders)

Orders may be cancelled without penalty if cancellation is requested before food preparation has begun. Once preparation has started, cancellations may not be accepted, or only a partial refund may be offered.

• To cancel an order, contact us immediately by email at [email protected]
• Include your order number, name, and reason for cancellation
• If cancellation is approved prior to preparation, a full refund will be issued within the timeframes listed in Section 6

9.2 Catering and Large Group Orders

Catering orders require advance planning and resource allocation. The following cancellation terms apply:

9.3 Pre-Orders and Scheduled Delivery

Pre-orders may be cancelled up to 2 hours before the scheduled pickup or delivery time for a full refund. Cancellations made within 2 hours of the scheduled time may be subject to a partial refund or store credit only.

10. Dispute Resolution Process

If you are dissatisfied with the outcome of your refund request, Costa Vida encourages you to utilize the following dispute resolution process:

10.1 Internal Escalation

If your initial refund request was denied or only partially approved and you believe this decision was made in error, you may escalate your concern to our management team by:

• Sending a detailed email to [email protected] with the subject line "Refund Dispute – [Your Order Number]"
• Including all relevant documentation, correspondence, and a clear explanation of why you believe the decision should be reconsidered

Our management team will review escalated disputes within 5 to 7 business days and provide a final written response.

10.2 Consumer Protection Resources

As a business operating in the United States, Costa Vida complies with applicable federal and state consumer protection laws. If you believe your consumer rights have been violated, you may contact the following agencies:

• Federal Trade Commission (FTC): www.ftc.gov — for unfair or deceptive business practices
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov — for billing and payment-related disputes
• Your state Attorney General's office for local consumer protection assistance

10.3 Chargeback Notice

If you initiate a chargeback through your bank or credit card company without first attempting to resolve the issue through our internal refund process, Costa Vida reserves the right to contest the chargeback and provide evidence of service delivery. We strongly encourage customers to contact us directly before initiating chargebacks, as most issues can be resolved quickly and amicably through direct communication.

11. Store Credit Option

In certain situations where a monetary refund is not applicable, Costa Vida may offer store credit as an alternative. Store credit:

• Is valid for 12 months from the date of issuance
• Can be used for any future purchase at Costa Vida
• Is non-transferable and has no cash value
• Cannot be combined with other promotional offers unless explicitly stated
• Will be issued via email or as a digital voucher code

12. Food Safety and Health-Related Concerns

If you believe that a food item from Costa Vida caused a foodborne illness or health concern, please:

1. Seek immediate medical attention if needed
2. Contact us immediately at [email protected] with details of your order and symptoms
3. Retain any remaining food items in their original packaging if possible for investigation purposes
4. Report the concern to your local health department if you believe it poses a public health risk

We take food safety extremely seriously and will cooperate fully with any health department investigations. Refund requests related to health concerns will be handled with the utmost priority and sensitivity.

13. Modifications to This Policy

Costa Vida reserves the right to modify or update this Refund Policy at any time. Changes will be effective immediately upon posting to our website at costavida-cafe.click. We encourage customers to review this policy periodically. Continued use of our services after any changes constitutes acceptance of the updated policy.

14. Contact Information for Refund Requests

For all refund inquiries, cancellation requests, or related concerns, please contact our customer support team using the information below:

Our customer support team is available to assist you and will make every effort to respond to your inquiry promptly and resolve any issues to your satisfaction. We value your business and appreciate your trust in Costa Vida.