Refund Policy

At Costa Vida, we are committed to providing our customers with fresh, high-quality food and an exceptional dining experience. We understand that situations may arise where a refund or exchange is necessary, and we have established this Refund Policy to ensure a fair and transparent process for all our customers. Please read this policy carefully before placing an order or making a purchase.

This Refund Policy applies to all purchases made through our website cost-vida.click, in-store transactions, and any orders placed through authorized third-party platforms on behalf of Costa Vida. By placing an order with us, you acknowledge and agree to the terms outlined in this policy.

1. Eligibility Conditions for Refunds

We want every customer to be satisfied with their Costa Vida experience. Refunds may be issued under the following circumstances:

• Incorrect Order: You received an item or meal that does not match what you ordered, including wrong ingredients, incorrect portion sizes, or missing components.
• Food Quality Issues: The food you received was undercooked, overcooked, spoiled, contaminated, or otherwise not meeting reasonable quality standards.
• Allergic Reactions Due to Mislabeling: If you experienced an allergic reaction due to an item containing an allergen that was not disclosed or was incorrectly labeled at the time of ordering.
• Missing Items: You paid for items that were not included in your order or delivery.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical error.
• Order Not Delivered: For delivery orders placed through our website, if your order was never delivered and no resolution was provided by the delivery service.
• Technical Errors: A verified technical error on our website resulted in an unintended or incorrect charge.

Refunds will only be considered when the issue is reported within the applicable timeframe outlined in Section 2 below. Requests made outside the eligible window may not be honored.

2. Timeframes for Refund Requests

To maintain the integrity of our refund process and ensure timely resolution, all refund requests must be submitted within the following timeframes:

Requests submitted outside these timeframes will generally not be eligible for a refund. However, Costa Vida reserves the right to make exceptions at its sole discretion in cases involving documented extenuating circumstances.

3. Non-Refundable Items and Services

Certain items and services are not eligible for refunds under any circumstances. These include:

• Consumed Food Items: Food that has been fully or substantially consumed is not eligible for a refund, except in cases of verified food safety or quality issues.
• Customized Orders: Meals that were prepared according to specific customer instructions and meet those specifications are generally non-refundable.
• Gift Cards and Store Credit: Gift cards purchased from Costa Vida or issued as store credit are non-refundable and non-transferable for cash value.
• Promotional or Discounted Items: Items purchased as part of a limited-time promotion or offered at a discounted rate may not be eligible for a full refund, unless a qualifying issue exists under Section 1.
• Delivery Fees: Delivery fees charged by third-party delivery platforms are subject to the policies of those platforms and are generally non-refundable by Costa Vida directly.
• Service Charges and Taxes: Government-imposed taxes and applicable service charges are non-refundable.
• Change of Mind: Refunds will not be issued solely because a customer changed their mind after an order has been prepared or is in the process of preparation.

4. How to Request a Refund

To submit a refund request, please follow the step-by-step process outlined below. Providing complete and accurate information will help us resolve your request as quickly as possible.

Step 1: Gather Your Information

Before contacting us, please have the following information ready:

• Your full name and contact information
• Order number or receipt number
• Date and time of purchase or delivery
• Description of the issue (incorrect item, quality concern, missing item, etc.)
• Photographs of the item(s) in question, if applicable and available
• Payment method used (credit card, debit card, digital wallet, etc.)

Step 2: Contact Costa Vida

Reach out to our customer support team using one of the following methods:

• Email: [email protected]
• Website: cost-vida.click

Step 3: Submit Your Request

In your communication, include all the information gathered in Step 1. Clearly state that you are requesting a refund and explain the reason in as much detail as possible. If you have photographic evidence, please attach it to your email.

Step 4: Await Confirmation

Once we receive your request, our customer support team will send you a confirmation email acknowledging receipt within 1–2 business days. We may request additional information or documentation if needed to assess your claim.

Step 5: Review and Decision

Our team will review your refund request and make a determination within 3–5 business days. You will be notified via email of the outcome, including whether your refund has been approved, partially approved, or denied, along with the reason for our decision.

Step 6: Refund Issuance

If your refund is approved, it will be processed according to the applicable payment method timelines described in Section 5 below.

5. 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:

6. Partial Refunds

In certain situations, a partial refund may be issued rather than a full refund. Partial refunds may apply in the following cases:

• Only one or some items in a multi-item order are affected by an issue, while the remaining items were received correctly and in good condition.
• The food quality issue affected only a portion of the meal, and part of the order was consumed without issue.
• A promotional discount was applied to the original order and the refund amount is adjusted accordingly.
• Delivery fees, taxes, or other non-refundable charges are excluded from the refund total.
• The customer is found to have contributed partially to the issue (e.g., incorrect customization details provided at time of order).

The amount of any partial refund will be communicated to you clearly when we notify you of the outcome of your request. If you disagree with the partial refund determination, please refer to Section 9 for information on our dispute resolution process.

7. Exchange Policy

In many cases, we prefer to resolve issues through an exchange or replacement rather than a monetary refund, particularly for in-store orders. Our exchange policy is as follows:

• In-Store Exchanges: If you are present at one of our locations and have received an incorrect item or one that does not meet quality standards, please notify a team member immediately. We will prepare a replacement item at no additional charge whenever possible.
• Online or Delivery Exchanges: For orders placed online or through delivery services, exchanges are generally not feasible due to the logistical nature of food preparation and delivery. In such cases, a refund or store credit will be offered instead.
• Catering Orders: Exchanges or replacements for catering orders may be arranged depending on availability and timing. Please contact us at least 24 hours in advance of your event if you need to make changes.
• Non-Food Items (Merchandise): Any Costa Vida branded merchandise purchased through our website or in-store may be exchanged within 14 days of purchase, provided the item is unused, in its original packaging, and accompanied by proof of purchase.

8. Cancellation Policy

We understand that plans can change. Our cancellation policy is designed to be as flexible as possible while accounting for the perishable nature of fresh food:

Standard Orders (In-Store and Online)

Orders placed for immediate preparation or pickup generally cannot be cancelled once they have entered the preparation stage. If you need to cancel an order, please contact us immediately:

• Cancellations requested before preparation begins: Full refund issued.
• Cancellations requested after preparation begins: No refund available, but store credit may be offered at our discretion.

Scheduled or Pre-Ordered Meals

For meals or orders scheduled in advance through our website:

• Cancellations made more than 24 hours before the scheduled pickup or delivery time: Full refund issued.
• Cancellations made within 12–24 hours of the scheduled time: 50% refund or full store credit.
• Cancellations made less than 12 hours before the scheduled time: No refund; store credit may be considered on a case-by-case basis.

Catering and Large Group Orders

Catering orders require advance notice for cancellation due to the volume of food preparation involved:

• Cancellations made more than 72 hours before the event: Full refund issued.
• Cancellations made 24–72 hours before the event: 50% refund issued.
• Cancellations made less than 24 hours before the event: No refund issued.

9. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, you have the right to escalate your concern through our dispute resolution process. Costa Vida is committed to resolving all disputes fairly and in good faith.

Step 1: Internal Escalation

Submit a formal written dispute to our customer support team at [email protected] with the subject line "Refund Dispute – [Your Order Number]." Include your original refund request details, the decision you received, and the reason you believe the decision was incorrect. Our management team will review your dispute within 5–7 business days.

Step 2: Chargeback Rights

If you believe a charge was made in error and our internal process has not resolved the matter, you retain the right to contact your credit card company or bank to initiate a chargeback. Under the Fair Credit Billing Act (FCBA) and applicable consumer protection regulations in the United States, consumers have protections related to billing disputes. We encourage customers to exhaust our internal dispute process before pursuing a chargeback.

Step 3: Consumer Protection Agencies

If you believe your consumer rights have been violated, you may contact the Federal Trade Commission (FTC) at ftc.gov or your state's Attorney General office. Depending on your state of residence, additional consumer protection laws may apply, including those under the California Consumer Privacy Act (CCPA/CPRA) for California residents with respect to any personal data involved in your transaction.

Step 4: Informal Mediation

For disputes that cannot be resolved through the above steps, Costa Vida agrees to participate in good-faith informal mediation with the affected customer before pursuing any formal legal proceedings.

10. Contact Information for Refund Requests

For all refund requests, questions about this policy, or concerns about a recent order, please contact us using the information below. Our customer support team is available Monday through Friday, 9:00 AM to 6:00 PM (local time).

When contacting us, please include your order number, purchase date, and a detailed description of your concern to help us assist you as efficiently as possible.

11. Changes to This Policy

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

12. Governing Law

This Refund Policy is governed by and construed in accordance with the laws of the United States. Any disputes arising out of or related to this policy shall be subject to applicable federal consumer protection laws, including but not limited to the FTC Act, the Fair Credit Billing Act, and any applicable state laws in the jurisdiction where the transaction occurred.