Refund Policy

At Costa Vida, we are committed to delivering high-quality food products and an exceptional customer experience. We understand that situations may arise where a refund or exchange is necessary. This Refund Policy outlines the terms, conditions, timeframes, and procedures governing refund requests for purchases made through our website, costavida.top, or at any of our physical locations in the United States. Please read this policy carefully before placing an order.

By placing an order with Costa Vida, you acknowledge that you have read, understood, and agreed 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 Act (FTC Act), and any applicable state-level regulations.

1. Eligibility Conditions for Refunds

To be eligible for a refund from Costa Vida, the following general conditions must be met:

• The refund request must be submitted within the applicable timeframe as described in Section 2 of this policy.
• The order must have been placed directly through costavida.top or at an authorized Costa Vida location.
• The customer must provide valid proof of purchase, such as an order confirmation number, receipt, or transaction ID.
• The issue must fall under one or more of the qualifying reasons outlined below.

1.1 Qualifying Reasons for a Refund

We accept refund requests under the following circumstances:

• Incorrect Order: You received an item that does not match what you ordered (wrong item, wrong size, wrong quantity).
• Food Quality Issues: The food item received was spoiled, contaminated, or otherwise not fit for consumption upon delivery or pickup.
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Significant Order Delay: Your order was delayed by more than a reasonable time due to our error or the error of our authorized delivery partner, rendering the food unacceptable.
• Unauthorized Transaction: A charge was made to your account without your authorization. In such cases, we recommend also contacting your financial institution.
• Duplicate Charge: You were charged more than once for the same order.
• Order Not Fulfilled: Your order was accepted but never prepared or delivered, and you did not receive a notification of cancellation.

2. Timeframes for Refund Requests

All refund requests must be submitted within the timeframes listed below. Requests submitted outside these windows may not be honored, except where required by applicable law.

Costa Vida reserves the right to decline refund requests submitted after these deadlines. However, we encourage customers to contact us even if the deadline has passed, and we will review requests on a case-by-case basis at our sole discretion.

3. Non-Refundable Items and Services

Certain purchases and circumstances are not eligible for refunds under this policy. These include, but are not limited to:

• Consumed Food Items: Any food item that has been partially or fully consumed is not eligible for a refund, except in cases involving a documented food safety concern or verifiable quality issue.
• Change of Mind: Refunds are not granted simply because a customer changed their mind after placing or receiving an order.
• Customization Errors by Customer: If an order was customized according to the customer's specific instructions and was fulfilled correctly, it is not eligible for a refund.
• Promotional or Discounted Items: Items purchased using promotional offers, discount codes, or as part of a limited-time deal are non-refundable unless they are defective or incorrect.
• Gift Cards and Store Credits: Gift card purchases and store credit are non-refundable and non-transferable for cash.
• Third-Party Delivery Fees: Fees charged by third-party delivery platforms (e.g., DoorDash, Uber Eats, Grubhub) are subject to the refund policies of those respective platforms and are not refundable through Costa Vida directly.
• Requests Made After the Eligible Timeframe: Refund requests that are submitted outside of the eligible windows outlined in Section 2 will generally not be honored.

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

To initiate a refund request, please follow the steps outlined below. Providing accurate and complete 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 email address
• Your order confirmation number or receipt
• The date and time the order was placed
• A clear description of the issue (e.g., missing item, wrong item, quality concern)
• Photographic evidence, if applicable (especially for food quality issues or incorrect items)

Step 2: Contact Costa Vida Customer Support

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

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

Please use the subject line "Refund Request – [Your Order Number]" when emailing us to ensure faster processing.

Step 3: Submit Your Refund Request

In your refund request, include all the information gathered in Step 1. Attach any photos or screenshots that support your claim. Our customer service team will acknowledge your request within one (1) to two (2) business days.

Step 4: Review and Verification

Our team will review your request, verify the details against our records, and may contact you for additional information if needed. This process typically takes two (2) to three (3) business days.

Step 5: Resolution

Once your request has been reviewed and approved, we will notify you via email of the refund decision. If approved, the refund will be processed according to the timelines described in Section 5.

5. Refund Processing Times by Payment Method

Once a refund has been approved, the processing time may vary depending on the payment method used at the time of purchase. The following table provides estimated timelines:

Please note that while Costa Vida processes refunds promptly, the actual time for the refund to appear in your account may depend on your financial institution. Costa Vida is not responsible for delays caused by banks or payment processors.

6. Partial Refunds

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

• Only a portion of your order was incorrect, missing, or unsatisfactory.
• The food quality issue affected only part of your order.
• An order was partially fulfilled (some items were delivered, others were not).
• A catering or bulk order was partially canceled after the cancellation deadline but before preparation began on those specific items.
• The customer has already consumed a portion of the order and reports an issue with the remainder.

The amount of a partial refund will be calculated based on the value of the affected items, minus any applicable fees or taxes already processed. Our team will communicate the partial refund amount to you before processing.

7. Exchange Policy

Due to the perishable nature of food products, Costa Vida generally does not offer direct exchanges. However, in cases where an incorrect item was received, we may offer the following resolutions:

• Replacement Order: If you received the wrong item and report it within the eligible timeframe, we may prepare and deliver or make available the correct item at no additional charge, subject to availability and operational feasibility.
• Store Credit: In lieu of a replacement, we may offer store credit equal to the value of the affected item, which can be applied to a future order on costavida.top or at a participating location.
• Refund: If a replacement is not feasible, a full or partial refund will be issued as described in this policy.

Exchange and replacement requests are subject to the same timeframes outlined in Section 2. We reserve the right to determine the most appropriate resolution method based on the nature of the issue and operational capacity.

8. Cancellation Policy

Costa Vida understands that plans can change. Our cancellation policy is as follows:

8.1 Standard Orders (Online or In-App)

Standard orders placed for immediate preparation or pickup may be canceled within five (5) minutes of placing the order, provided preparation has not yet begun. Once food preparation has started, cancellations are no longer accepted for standard orders.

8.2 Scheduled Orders

Orders scheduled for a future pickup or delivery time may be canceled up to one (1) hour before the scheduled fulfillment time for a full refund. Cancellations made within one hour of the scheduled time may be subject to a cancellation fee or may only qualify for store credit.

8.3 Catering and Large Group Orders

Catering orders and large group orders require a minimum of 48 hours' notice for cancellation to receive a full refund. Cancellations made between 24 and 48 hours before the event may receive a 50% refund or store credit. Cancellations made less than 24 hours before the scheduled fulfillment are generally non-refundable, as ingredients and preparation may have already been committed.

8.4 How to Cancel

To cancel an order, please contact us immediately via email at [email protected] with your order number and cancellation request. You may also contact us through the website at costavida.top.

9. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, or if you believe your request was handled incorrectly, Costa Vida provides the following dispute resolution process:

9.1 Internal Escalation

You may escalate your dispute by submitting a written escalation request to [email protected] with the subject line "Refund Dispute Escalation – [Your Order Number]". Our management team will review your case within five (5) business days and respond with a final decision.

9.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute charges with your credit card company or bank. If you believe a charge is unauthorized or fraudulent, you may file a chargeback claim with your financial institution. However, we encourage customers to attempt to resolve issues directly with Costa Vida first, as chargebacks may result in the suspension of your account.

9.3 Consumer Protection Resources

If you believe your consumer rights have been violated, you may file a complaint with the following agencies:

• Federal Trade Commission (FTC): www.ftc.gov — The FTC Act prohibits unfair or deceptive acts or practices in commerce.
• Your State Attorney General's Office: Each state has its own consumer protection division that handles complaints against businesses.
• Better Business Bureau (BBB): www.bbb.org

9.4 Informal Mediation

Both parties agree to attempt to resolve any dispute informally before pursuing formal legal action. If informal resolution fails after thirty (30) days of good-faith efforts, either party may pursue other available legal remedies.

10. Contact Information for Refund Requests

For all refund-related inquiries, please contact our customer support team using the details below. We are committed to responding to all inquiries in a timely and professional manner.

11. Policy Updates

Costa Vida reserves the right to modify or update this Refund Policy at any time. Any changes will be posted on this page with a revised effective date. Continued use of our website or services after any such changes constitutes your acceptance of the updated policy. We encourage you to review this page periodically to stay informed of our current refund practices.