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 you need to request a refund or address a concern about your order. This Refund Policy outlines the terms and conditions under which refunds, exchanges, and cancellations are handled. Please read this policy carefully before placing an order.

By placing an order through our website costavida-cafe.top or at any of our locations, you agree to the terms set forth in this Refund Policy. This policy is governed by applicable United States federal and state consumer protection laws, including the Federal Trade Commission (FTC) Act.

1. Eligibility Conditions for Refunds

Costa Vida will consider refund requests under the following conditions:

• Incorrect Order: You received a food item or order that is different from what you placed. This includes wrong menu items, missing items, or incorrect customizations that were clearly specified at the time of ordering.
• Food Quality Issues: The food received was of unacceptable quality, including but not limited to: food that appears spoiled, undercooked, overcooked, or contains foreign objects.
• Allergen Concerns: If an allergen was present in your food despite being specifically requested to be excluded at the time of ordering and noted on your receipt or order confirmation.
• Order Not Delivered: For delivery orders, if your order was confirmed and paid for but never arrived at the specified delivery address within a reasonable timeframe.
• Duplicate Charges: If your payment method was charged more than once for the same order.
• Technical Errors: If a technical error on our website resulted in an unintended or unauthorized transaction.

Refunds are evaluated on a case-by-case basis. Costa Vida reserves the right to deny a refund request if it does not meet the eligibility criteria outlined in this policy or if there is evidence of misuse or fraudulent activity.

2. Timeframes for Refund Requests

To be eligible for a refund, you must submit your request within the following timeframes:

Requests submitted outside of these timeframes may not be eligible for a refund. We encourage customers to contact us as soon as possible after an issue is identified so that we can resolve it promptly and effectively.

3. Non-Refundable Items and Services

The following items and circumstances are generally not eligible for refunds:

• Change of Mind: Refunds will not be issued simply because you changed your mind after placing or receiving an order.
• Consumed Food: Food items that have been substantially consumed before a complaint is raised (unless a quality issue is identified and documented).
• Promotional or Discounted Items: Items purchased through limited-time promotions, special deals, or discount codes may not be eligible for a cash refund. Store credit or exchange may be offered instead.
• Gift Cards and Digital Credits: Purchased gift cards and digital credits are non-refundable once issued.
• Catering Deposits: Non-refundable deposits made for catering orders cannot be returned once the order preparation process has begun.
• Special Event Orders: Custom orders placed for special events (such as corporate events, parties, or large group orders) may have limited or no refund eligibility once confirmed and preparation has commenced.
• Delivery Fees: Third-party delivery service fees are typically non-refundable, as these are charged by independent delivery providers and are outside of our direct control.
• Service Charges and Gratuity: Any service charges or gratuity applied to an order are non-refundable.

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

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

1. Gather Your Information: Before contacting us, please have the following ready:
   • Your full name
   • Order number or transaction ID
   • Date and time of the order
   • Description of the issue
   • Photographs of the food item(s) if applicable (especially for quality or allergen complaints)
2. Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: costavida-cafe.top
3. Submit Your Request: Provide a clear and detailed description of the issue along with any supporting documentation such as photographs, your order receipt, or your confirmation email.
4. Await Confirmation: Our team will send you an acknowledgment of your refund request within 1–2 business days.
5. Review and Decision: Our customer service team will review your request and supporting documentation. You will receive a decision regarding your refund within 3–5 business days of acknowledgment.
6. Refund Issuance: If your refund is approved, it will be processed according to the timeframes outlined in Section 5 of this policy.

5. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your funds depends on the payment method used at the time of purchase:

Please note that while we process refunds promptly on our end, the actual time for the funds to appear in your account may vary depending on your financial institution or payment provider. Costa Vida is not responsible for any additional delays caused by banks or third-party payment processors.

6. Partial Refunds

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

• Only a portion of the order was incorrect or missing, while the remainder of the order was received as expected.
• The food quality issue affected only specific items within a larger order.
• A promotional discount or coupon was applied to the order, and the refund will reflect the actual amount paid for the affected item(s).
• The customer has already consumed a portion of a meal before identifying a quality issue.
• An order was partially prepared or fulfilled before a cancellation was requested.

The amount of a partial refund will be calculated based on the price of the affected item(s) as listed at the time of purchase. Our customer support team will communicate the details of any partial refund decision clearly and transparently.

7. Exchange Policy

Costa Vida values customer satisfaction and may offer exchanges as an alternative to monetary refunds in applicable situations. Exchanges are subject to the following conditions:

• Eligibility: An exchange may be offered when an incorrect item is received and the correct item can be prepared and provided promptly, particularly for in-store or pickup orders.
• Timeframe: Exchange requests must be made at the time of receiving the order or within 24 hours for pickup and dine-in orders.
• Availability: Exchanges are subject to menu item availability at the time of the request. If the requested item is not available, a refund or store credit will be offered instead.
• No Exchanges for Consumed Items: Items that have been substantially consumed cannot be exchanged.
• Customized Orders: Heavily customized orders that were prepared as requested but the customer later changed their preferences are not eligible for exchange.

To request an exchange, please contact our team at [email protected] or speak directly with a team member at the location where your order was placed.

8. Cancellation Policy

We understand that plans can change. Our cancellation policy is as follows:

8.1 Standard Orders (Online or In-Store)

• Orders may be cancelled for a full refund if the cancellation request is made within 5 minutes of placing the order, provided that preparation has not yet begun.
• Once food preparation has begun, cancellations may not be eligible for a full refund. A partial refund or store credit may be offered at our discretion.
• Orders that have been completed and are ready for pickup or have been dispatched for delivery cannot be cancelled.

8.2 Catering and Large Group Orders

• Catering orders may be cancelled with a full refund (excluding non-refundable deposits) if the cancellation is made at least 72 hours before the scheduled order date and time.
• Cancellations made between 24–72 hours before the scheduled time may be subject to a cancellation fee of up to 50% of the total order value.
• Cancellations made less than 24 hours before the scheduled time may not be eligible for a refund, as food preparation will have already commenced.

8.3 How to Cancel

To cancel an order, please contact us immediately via:

• Email: [email protected]
• Website: costavida-cafe.top

Please include your order number and the reason for cancellation in your message.

9. Dispute Resolution Process

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

9.1 Internal Escalation

If your initial refund request is denied or you believe the decision was incorrect, you may request an escalation of your case to a senior member of our customer service team. To escalate, simply reply to the email communication you received regarding your refund decision and include the word "ESCALATION" in the subject line. Escalated cases will be reviewed within 5 business days.

9.2 Third-Party Mediation

If the dispute cannot be resolved through our internal escalation process, both parties agree to attempt resolution through a neutral third-party mediator before pursuing any legal remedies. Mediation costs will be shared equally unless otherwise agreed upon.

9.3 Chargeback Rights

Customers retain the right to initiate a chargeback through their bank or credit card provider in accordance with applicable card network rules and federal regulations. However, we encourage customers to contact us directly first, as most issues can be resolved quickly and amicably without the need for a formal chargeback.

9.4 Consumer Protection Resources

If you believe your consumer rights have been violated, you may also contact the following agencies for assistance:

• Federal Trade Commission (FTC): www.ftc.gov
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your state's Attorney General office for state-level consumer protection complaints.

10. Contact Information for Refund Requests

Our customer support team is here to help you resolve any issues with your order. Please do not hesitate to reach out to us using the contact information below:

11. Changes to This Refund Policy

Costa Vida reserves the right to update or modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website at costavida-cafe.top. We encourage you to review this policy periodically to stay informed about our refund practices. Your continued use of our services after any changes constitutes your acceptance of the updated policy.