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, and we want to make that process as straightforward and transparent as possible. Please read this Refund Policy carefully to understand your rights and our procedures when it comes to refund requests, cancellations, and disputes.

This policy applies to all purchases made through our website costsvida.click, our mobile ordering platform, in-store purchases, and any third-party delivery services where Costa Vida products are sold. By placing an order with us, you agree to the terms outlined in this Refund Policy.

1. General Refund Philosophy

Costa Vida takes customer satisfaction seriously. As a food service business, we operate under a specific set of conditions that distinguish our refund process from that of non-perishable goods retailers. Because our products are freshly prepared food items, we must balance customer satisfaction with the practical realities of perishable inventory and food safety regulations.

Our goal is to resolve every complaint fairly, promptly, and in a manner that upholds both the customer's interests and the standards of our business. If you are unsatisfied with your order for any legitimate reason, we encourage you to reach out to us immediately so we can make it right.

2. Eligibility Conditions for Refunds

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

• Your order was incorrect due to an error made by Costa Vida staff or our online ordering system.
• You received food items that did not match the description or customization you selected at the time of order.
• Your order arrived in an unsatisfactory condition, including items that were cold when they should have been hot, spilled, or otherwise compromised due to packaging failure.
• You received food that appeared spoiled, undercooked, or presented a food safety concern.
• Your order was significantly delayed beyond the estimated delivery or pickup time through no fault of your own, and the food quality was affected as a result.
• You were charged for items you did not receive.
• A duplicate charge was applied to your payment method for a single order.
• A technical error on our website or app resulted in an incorrect order being placed or an unintended transaction.

3. Timeframes for Refund Requests

To ensure your refund request can be properly evaluated, we ask that you contact us within the following timeframes:

We strongly encourage customers to report issues as soon as possible. Requests made outside of the timeframes listed above may not be eligible for a refund and will be reviewed at the sole discretion of Costa Vida management.

4. Non-Refundable Items and Services

Due to the perishable nature of food products and operational considerations, the following are generally not eligible for refunds:

• Food items that have been fully consumed or substantially eaten before a complaint is raised.
• Orders that were customized based on specific customer preferences and prepared correctly as instructed (e.g., spice level, ingredient substitutions).
• Dissatisfaction based solely on personal taste preferences when the order was prepared correctly.
• Delivery fees charged by third-party delivery platforms (e.g., DoorDash, Uber Eats, Grubhub) — these must be addressed directly with those platforms.
• Promotional items, complimentary additions, or free menu upgrades.
• Gift cards or store credit once redeemed.
• Loyalty points or rewards redeemed as part of a purchase.
• Orders placed through third-party platforms where Costa Vida has limited control over fulfillment or delivery.

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

Follow the steps below to submit a refund request with Costa Vida:

1. Step 1 — Gather Your Information: Before reaching out, collect the following details: your full name, order number or transaction ID, date and time of your order, items ordered, and a clear description of the issue. If applicable, take photographs of the food or packaging as supporting evidence.
2. Step 2 — Contact Us: Reach out to our customer support team via email at [email protected] or visit our website at costsvida.click and use the contact form available on our support page.
3. Step 3 — Submit Your Request: In your message, clearly state that you are requesting a refund, describe the issue in detail, and include all supporting documentation (photos, receipts, screenshots). The more information you provide, the faster we can process your request.
4. Step 4 — Review and Confirmation: Our customer support team will review your request within 2–3 business days and may reach out for additional information if needed. You will receive an acknowledgment email confirming receipt of your request.
5. Step 5 — Resolution: Once your request has been reviewed and approved, we will notify you of the refund decision and the method by which your refund will be issued. If your request is denied, we will provide a clear explanation.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to appear in your account depends on your original payment method:

Please be aware that while we process refunds promptly on our end, the actual timing of when funds appear in your account is subject to your bank or financial institution's policies. Costa Vida is not responsible for delays caused by third-party financial institutions.

7. Partial Refunds

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

• Only a portion of your order was incorrect, missing, or of substandard quality.
• The issue affected only certain menu items within a larger order.
• The food quality concern was minor and did not render the entire meal unsatisfactory.
• Delivery delays affected only part of the order (e.g., some items arrived on time while others did not).
• A discount or promotional pricing was already applied to the affected item(s).

Partial refund amounts will be calculated based on the price of the affected items, including any applicable taxes. Costa Vida reserves the right to determine whether a full or partial refund is appropriate based on the nature and extent of the issue reported.

8. Exchange Policy

In many cases, rather than issuing a monetary refund, Costa Vida may offer to prepare and deliver a replacement order or provide store credit equivalent to the value of the affected items. Exchanges are subject to the following conditions:

• The original order issue must have been reported within the applicable timeframe outlined in Section 3 of this policy.
• Replacement orders may be subject to standard preparation and delivery times.
• Exchanges are only available for items that can be re-prepared — we cannot exchange items that are no longer available on our current menu.
• If you prefer a store credit instead of a replacement meal, you may request this option when submitting your refund or exchange request.
• Store credits issued as part of an exchange do not expire and can be applied to any future order at Costa Vida.

9. Cancellation Policy

We understand that plans can change. Here is how our cancellation policy works:

9.1 Online and App Orders

Orders placed through our website or mobile app may be cancelled within 5 minutes of placement, provided that food preparation has not yet begun. Once your order has been accepted and preparation has started, cancellations are generally not possible. If you need to cancel your order immediately after placing it, contact us right away at [email protected] and we will do our best to accommodate your request.

9.2 Catering and Group Orders

For catering or large group orders, cancellations must be submitted at least 48 hours before the scheduled delivery or pickup time to receive a full refund. Cancellations made between 24–48 hours in advance may be eligible for a 50% refund. Cancellations made within 24 hours of the scheduled time are generally non-refundable due to the costs incurred in preparation and ingredient sourcing.

9.3 Third-Party Delivery Platform Orders

If you placed your order through a third-party delivery service (such as DoorDash, Uber Eats, or Grubhub), cancellation requests must be submitted directly through that platform. Costa Vida does not have direct control over cancellation policies enforced by third-party providers.

10. Dispute Resolution Process

If you are unsatisfied with the outcome of your refund request, you have the right to escalate your concern through the following dispute resolution process:

10.1 Internal Escalation

In the event that your initial refund request is denied or you feel the resolution offered is inadequate, you may request to have your case reviewed by a senior member of our customer satisfaction team. To do so, reply to your original refund correspondence and include the phrase "Escalation Request" in the subject line. We will review your case within 5 business days and provide a final determination.

10.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute a charge with your bank or credit card issuer if you believe a transaction was unauthorized or if our internal resolution process has failed to adequately address your concern. This is known as a chargeback. Please be aware that initiating a chargeback without first attempting to resolve the issue with Costa Vida may result in a temporary suspension of your account.

10.3 Consumer Protection and Regulatory Recourse

Costa Vida operates in compliance with applicable United States federal and state consumer protection laws, including regulations enforced by the Federal Trade Commission (FTC) under the FTC Act. Consumers who believe their rights have been violated may file a complaint with the FTC at ftc.gov/complaint or contact their state's Attorney General office. Customers in California also retain rights under the California Consumer Privacy Act (CCPA/CPRA) regarding their personal data used in connection with transactions.

10.4 Alternative Dispute Resolution

Costa Vida is committed to resolving disputes amicably without resorting to litigation. If an internal resolution cannot be reached, both parties agree to attempt resolution through good-faith negotiation. Should negotiation fail, disputes may be submitted to a neutral third-party mediator mutually agreed upon by both parties. Any legal proceedings that cannot be resolved through mediation shall be governed by the laws of the United States and the applicable state where the transaction occurred.

11. Special Circumstances

Costa Vida acknowledges that certain situations fall outside the scope of our standard refund policy. These include, but are not limited to:

• Allergic Reactions: If you experience an allergic reaction and believe it was caused by an ingredient not disclosed or incorrectly prepared, please contact us immediately. We take all allergy-related concerns extremely seriously and will work with you to investigate the situation. In serious health-related cases, we encourage you to seek medical attention first and contact us afterward.
• Force Majeure: Refunds or credits may not be available for delays or order failures caused by circumstances beyond our control, including natural disasters, extreme weather events, power outages, or public health emergencies.
• Fraud Prevention: Costa Vida reserves the right to deny refund requests that appear to be fraudulent or abusive in nature. Repeated refund requests from the same customer without legitimate cause may result in account restrictions.

12. Contact Information for Refund Requests

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

Our customer support team is available to assist you Monday through Friday, 9:00 AM to 6:00 PM (local time). We aim to respond to all inquiries within 1–2 business days. For urgent matters, please include "URGENT" in the subject line of your email to help us prioritize your request.

13. Policy Updates

Costa Vida reserves the right to modify, update, or revise this Refund Policy at any time. Any changes will be posted on our website at costsvida.click with an updated effective date. Continued use of our services following the posting of changes constitutes your acceptance of the revised policy. We encourage you to review this page periodically to stay informed of any updates.