Refund Policy

Last Updated: May 6, 2026

1. Introduction

At Costa Vida, we are committed to delivering fresh, high-quality food and an outstanding customer experience. We understand that issues can occasionally arise with orders, and we want to make the resolution process as straightforward and fair as possible. This Refund Policy applies to all orders placed through our website, food-costavida.click, and is governed by applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act and relevant state regulations.

If you have any questions about this policy, please contact us at [email protected] before placing your order.

2. Eligibility Conditions for Refunds

Not all purchases automatically qualify for a refund. To be eligible for a refund, the following conditions must generally be met:

• You placed your order through the official Costa Vida website at food-costavida.click.
• You submit your refund request within the applicable timeframe described in Section 3 of this policy.
• The issue you experienced is covered under one of the qualifying circumstances listed below.
• You provide sufficient proof of your order (e.g., order confirmation number, receipt, or email confirmation).
• The item or order has not been substantially consumed (applicable to claims of wrong or unsatisfactory orders).

2.1 Qualifying Circumstances

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

• Incorrect Order: You received items that do not match what you ordered (e.g., wrong entree, wrong size, missing customization).
• Missing Items: One or more items included in your order were not delivered or included in your package.
• Food Quality Issues: The food you received was spoiled, contaminated, or otherwise unfit for consumption at the time of delivery or pickup.
• Order Not Delivered: Your order was confirmed and paid for but never delivered within the expected delivery window, with no resolution provided by the delivery partner.
• Duplicate Charges: Your payment method was charged more than once for a single order due to a technical error on our platform.
• Unauthorized Transactions: A purchase was made using your account without your knowledge or consent.

3. Timeframes for Refund Requests

Timing is critical when submitting a refund request, particularly for perishable food items. The following timeframes apply:

Refund requests submitted outside of these windows may not be honored. We encourage customers to review their orders immediately upon receipt and contact us promptly if any issues are identified.

4. Non-Refundable Items and Services

The following items and services are generally not eligible for a refund:

• Orders that have been fully consumed or substantially eaten at the time of the complaint.
• Dissatisfaction based solely on personal taste preferences, when the order was prepared correctly as specified.
• Promotional, discounted, or free items received as part of a special offer or loyalty reward.
• Delivery fees charged by third-party delivery services, unless Costa Vida is directly responsible for the delivery failure.
• Digital gift cards or e-vouchers once they have been redeemed or used.
• Orders placed through third-party platforms (e.g., DoorDash, Uber Eats, Grubhub) — refund requests for those orders must be directed to the respective platform.
• Catering deposits where work or preparation has already commenced.
• Customizations explicitly requested by the customer that deviate from our standard menu offerings.

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

To submit a refund request with Costa Vida, please follow these steps:

1. Step 1 – Gather Your Information: Locate your order confirmation email or receipt. Note your order number, the items affected, and the nature of the issue.
2. Step 2 – Document the Issue (if applicable): If you received incorrect, missing, or spoiled items, take clear photographs of the food or packaging as evidence to support your claim.
3. Step 3 – Contact Us: Reach out to our customer support team through one of the following channels:
   • Email: [email protected]
   • Website: food-costavida.click
4. Step 4 – Provide Required Details: In your message, include your full name, order number, date of order, description of the issue, and any supporting photos or documentation.
5. Step 5 – Await Review: Our team will review your request and respond within 2–3 business days. We may request additional information during this process.
6. Step 6 – Resolution: Once your request is approved, we will notify you of the refund method and timeline (see Section 6 for processing times).

6. Refund Processing Times by Payment Method

Once a refund has been approved by our team, the time it takes for funds to appear in your account will vary depending on your payment method:

Please note that while Costa Vida processes refunds promptly upon approval, your bank or payment provider controls when the funds are reflected in your account. We recommend contacting your financial institution if you experience delays beyond the timeframes listed above.

7. Partial Refunds

In some situations, a partial refund may be granted rather than a full refund. Partial refunds may apply in the following circumstances:

• Only a portion of your order was incorrect or missing, while the remainder was received as expected.
• The food quality issue affected only specific items in a larger order.
• A promotional discount or coupon was applied to the original order, and the refund amount will reflect the actual amount paid for the affected items.
• The order was partially consumed before the issue was reported.
• The refund request falls outside the standard eligibility window but is still considered valid at our discretion under exceptional circumstances.

The value of any partial refund will be calculated based on the price paid for the specific item(s) affected, minus any applicable discounts or promotions that were applied at the time of purchase.

8. Exchange Policy

Due to the perishable and time-sensitive nature of food products, Costa Vida's exchange policy is limited. However, we do offer the following options in lieu of or in addition to a monetary refund:

• Order Replacement: If you received an incorrect or defective item, we may offer to replace your order at no additional charge, subject to availability and timing constraints.
• Store Credit: In cases where a full monetary refund is not applicable, we may offer equivalent store credit that can be applied to a future order on food-costavida.click.
• Menu Substitution: If a specific item is unavailable, we may offer a comparable substitute of equal or greater value, subject to your approval.

Exchanges or replacements must be requested within the same timeframes listed in Section 3. We are unable to exchange food items based solely on a change of mind after the order has been prepared.

9. Cancellation Policy

Because our food is prepared fresh and quickly after an order is placed, our cancellation window is very limited. Please review the following cancellation terms:

9.1 Online Orders

• Orders may be cancelled for a full refund within 5 minutes of being placed, provided that preparation has not yet begun.
• Once preparation has started, cancellations are no longer possible and no refund will be issued.
• To cancel an order, contact us immediately at [email protected] with your order number and cancellation request.

9.2 Catering and Group Orders

• Catering or large group orders cancelled more than 72 hours before the scheduled date will receive a full refund.
• Cancellations made 24–72 hours before the scheduled date will receive a 50% refund.
• Cancellations made less than 24 hours before the scheduled date are non-refundable.
• Deposits for catering orders are non-refundable once food sourcing and preparation planning has commenced.

9.3 Pre-Orders and Scheduled Orders

Pre-orders or orders scheduled for a future date may be cancelled without penalty up to 4 hours before the scheduled pickup or delivery time. Cancellations within 4 hours of the scheduled time will not be eligible for a refund.

10. Dispute Resolution Process

Costa Vida is committed to resolving all customer concerns fairly and efficiently. If you are dissatisfied with the outcome of a refund request, we encourage you to follow the dispute resolution process outlined below:

1. Internal Review: Contact our customer support team at [email protected] and request an escalated review of your case. Provide your original ticket or reference number and any additional supporting information.
2. Management Escalation: If your concern is not resolved at the support level within 5 business days, you may request that your case be escalated to a manager for further review. We aim to resolve all escalated cases within 10 business days.
3. Credit Card Chargeback: If you believe you have been incorrectly charged and we have been unable to resolve the matter, you have the right to dispute the charge with your credit card issuer or bank under applicable U.S. consumer protection laws, including rights afforded under the Fair Credit Billing Act (FCBA).
4. Consumer Protection Agencies: You may also file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or your state's attorney general office if you believe your consumer rights have been violated.
5. Informal Mediation: Prior to initiating any formal legal proceedings, both parties agree to attempt resolution through good-faith informal negotiation. You may initiate this process by emailing us at [email protected] with a detailed written description of your dispute.

11. Chargebacks and Fraudulent Claims

While we support your right to dispute charges through your financial institution, we ask that you contact us first to attempt a direct resolution. Filing a chargeback before contacting us may result in delays and could affect your ability to use our services in the future.

Costa Vida reserves the right to investigate all refund and chargeback requests. Any refund claim found to be fraudulent, exaggerated, or submitted in bad faith may result in the denial of the claim, suspension of the associated account, and/or referral to appropriate authorities in accordance with applicable U.S. laws.

12. Consumer Rights Under U.S. Law

This policy does not limit any consumer rights you may have under applicable federal or state law. United States consumers are protected under various statutes and regulations, including but not limited to:

• The Federal Trade Commission (FTC) Act, which prohibits unfair or deceptive acts or practices in commerce.
• The Fair Credit Billing Act (FCBA), which provides protections for credit card billing disputes.
• The Electronic Fund Transfer Act (EFTA), which provides protections for debit card and electronic payment disputes.
• State-specific consumer protection laws, which may provide additional rights depending on your state of residence.

Nothing in this Refund Policy is intended to waive or limit any rights you may have under applicable law.

13. Changes to This Policy

Costa Vida reserves the right to update or modify this Refund Policy at any time. Changes will be posted on this page with a revised "Last Updated" date. We encourage you to review this policy periodically. Continued use of our website or services following any changes constitutes your acceptance of the updated policy.

14. Contact Information

For all refund requests, questions, or concerns related to this policy, please contact us using the information below: