Refund Policy

At Costa Vida, we are committed to delivering fresh, high-quality food and an exceptional dining experience to every customer. We understand that situations may arise where a refund or exchange is necessary. 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 or making a purchase through our website at costavida-cafe.digital or at our physical location.

By placing an order with Costa Vida — whether online, by phone, or in person — you acknowledge that you have read, understood, and agreed to this Refund Policy. This policy is governed by applicable United States federal consumer protection laws, including the Federal Trade Commission (FTC) Act, as well as any applicable state regulations.

1. Eligibility Conditions for Refunds

Costa Vida evaluates each refund request on a case-by-case basis. To be eligible for a refund, the following general conditions must be met:

• The order was placed directly through costavida-cafe.digital, by phone, or at a Costa Vida location.
• The request is submitted within the applicable timeframe described in Section 2 of this policy.
• There is a valid reason for the refund, such as receiving an incorrect item, a missing item, a food quality issue, or an order that was not fulfilled.
• Proof of purchase is provided (order confirmation number, receipt, or transaction ID).
• The item has not been substantially consumed unless the quality issue was discovered only upon consumption.

Refunds may be approved for the following circumstances:

• Wrong order received: You received an item that was different from what you ordered.
• Missing items: One or more items from your order were not included.
• Food quality issues: The food was spoiled, undercooked, overcooked, or otherwise unfit for consumption.
• Duplicate charges: Your payment method was charged more than once for the same order.
• Order not fulfilled: Your order was accepted and paid for but was never prepared or delivered.
• Allergic reactions due to mislabeling: If an allergen was present in a dish and not disclosed, subject to investigation.

2. Timeframes for Refund Requests

To ensure timely resolution, refund requests must be submitted within the following timeframes:

Requests submitted outside these timeframes may be denied at the sole discretion of Costa Vida management. We strongly encourage customers to inspect their orders upon receipt and report any issues promptly.

3. Non-Refundable Items and Services

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

• Food items that have been consumed in full (unless a documented quality or safety issue is reported).
• Gift cards and promotional vouchers purchased or redeemed at Costa Vida.
• Catering deposits when cancellation occurs less than 48 hours before the scheduled event.
• Delivery fees charged by third-party platforms (these are governed by the respective third-party platform's refund policies).
• Customized or special-request orders made specifically per the customer's instructions, where the customization was fulfilled correctly.
• Orders where the customer simply changed their mind after the food was prepared.
• Merchandise, branded items, or packaged goods that have been opened and used.
• Loyalty points or reward credits redeemed as part of the Costa Vida rewards program.

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

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

1. Gather your documentation: Locate your order confirmation email, receipt, or transaction ID. If applicable, take clear photographs of the incorrect item, missing item, or food quality issue.
2. Contact Costa Vida: Reach out to our customer service team via email at [email protected] or visit our website at costavida-cafe.digital. You may also visit our location directly to speak with a manager.
3. Provide required information: Include the following details in your refund request:
   • Full name and contact information
   • Order number or receipt number
   • Date and time of the order
   • Description of the issue
   • Photographs or evidence (if applicable)
   • Your preferred resolution (refund, exchange, or store credit)
4. Wait for acknowledgment: Our customer service team will acknowledge your request within 1–2 business days.
5. Review and decision: Our team will review the information provided and make a determination. You will receive a resolution notice within 3–5 business days of the initial acknowledgment.
6. Refund issuance: If your refund is approved, it will be processed according to the timelines described in Section 5 of this policy.

5. Refund Processing Times by Payment Method

Once a refund has been approved, the time required for the funds to appear in your account depends on the original payment method used:

Please note that while Costa Vida processes refunds promptly upon approval, your bank or financial institution may require additional time to post the refund to your account. Costa Vida is not responsible for delays caused by third-party financial institutions.

6. Partial Refunds

In certain circumstances, Costa Vida may issue a partial refund rather than a full refund. Partial refunds may be granted under the following conditions:

• Only a portion of the order was incorrect or missing, while the rest was fulfilled properly.
• A food quality issue affected only one item in a multi-item order.
• The customer partially consumed a meal before discovering a quality issue.
• A promotional discount or coupon was applied to the original order and must be factored into the refund calculation.
• Catering orders where only a portion of the food was affected by a quality or preparation issue.

The amount of a partial refund will be calculated based on the price of the affected item(s) only, minus any applicable discounts proportionally applied. Costa Vida reserves the right to determine the appropriate refund amount based on the specific circumstances of each case.

7. Exchange Policy

Costa Vida is happy to offer exchanges for orders that do not meet your expectations, subject to the following conditions:

• Exchanges must be requested at the time of the issue — either immediately at the restaurant or within 24 hours for pickup and delivery orders.
• The replacement item will be of equal or lesser value. If a higher-value item is preferred, the customer will be required to pay the difference.
• Exchanges are subject to product availability at the time of the request.
• Exchanges are not available for items that were correctly prepared according to the customer's original instructions.
• In-store exchanges for dine-in customers will be prioritized and processed immediately by the attending staff or manager.

If an exchange is not possible due to availability or other constraints, Costa Vida will offer a refund or store credit instead, at the customer's discretion.

8. Cancellation Policy

8.1 Standard Orders (Online and Phone)

Standard individual orders placed online at costavida-cafe.digital or by phone may be cancelled without charge if the cancellation is made before the order has been confirmed and preparation has begun. Once preparation has started, cancellations will not be accepted and no refund will be issued for the cancellation.

To cancel a standard order, please contact us immediately at [email protected] or call us so we can attempt to halt preparation before it begins.

8.2 Catering and Group Orders

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

8.3 Force Majeure Cancellations

In the event of circumstances beyond our control — such as natural disasters, public health emergencies, government-mandated closures, or severe weather — Costa Vida reserves the right to cancel orders and issue full refunds or store credit at the customer's choice. We will notify customers as promptly as possible in such situations.

9. Dispute Resolution Process

Costa Vida is dedicated to resolving all customer concerns fairly and efficiently. If you are not satisfied with the resolution provided through our standard refund process, the following dispute resolution steps are available:

1. Step 1 — Internal Escalation: Request that your matter be escalated to a senior manager or the Customer Relations Department by contacting us at [email protected]. We will review the case within 5 business days and provide a final internal decision.
2. Step 2 — Written Complaint: If you remain unsatisfied, you may submit a formal written complaint to our address (provided in Section 10). We will respond in writing within 10 business days of receipt.
3. Step 3 — Mediation: If the dispute cannot be resolved internally, both parties agree to attempt resolution through a neutral third-party mediator before pursuing any legal action. The cost of mediation shall be shared equally by both parties unless otherwise agreed.
4. Step 4 — Legal Action: If mediation fails, disputes shall be resolved in accordance with applicable United States law, including but not limited to the FTC Act and any applicable state consumer protection statutes. You may also file a complaint with the Federal Trade Commission (FTC) at ftc.gov or your state's attorney general office.

10. Contact Information for Refund Requests

For all refund requests, exchanges, cancellations, or questions related to this Refund Policy, please contact us using the information below. Our customer service team is available to assist you and will respond as promptly as possible during business hours.

When contacting us, please have your order number, proof of purchase, and any supporting documentation ready to help us process your request efficiently.

11. Policy Updates

Costa Vida reserves the right to modify, update, or amend this Refund Policy at any time without prior notice. Any changes will be posted on our website at costavida-cafe.digital with an updated effective date. Your continued use of our services after any changes constitutes your acceptance of the revised Refund Policy. We encourage you to review this page periodically to stay informed of any updates.