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 your rights and our procedures to ensure every concern is handled fairly, transparently, and efficiently.

By placing an order — whether in-store, online, or through a third-party delivery platform — you agree to the terms described in this Refund Policy. Please read it carefully before completing any purchase.

1. General Refund Philosophy

Costa Vida takes pride in the quality and freshness of every item we serve. Because our food is prepared to order using fresh ingredients, refunds are evaluated on a case-by-case basis with customer satisfaction as our top priority. We aim to resolve all refund requests quickly and with minimal inconvenience to our customers.

We follow applicable consumer protection standards under the Federal Trade Commission (FTC) Act and, where applicable, state-specific regulations including the California Consumer Protection laws for customers located in California. All refund decisions are made in good faith and in compliance with these standards.

2. Eligibility Conditions for Refunds

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

• Your order contained incorrect items that were not what you requested.
• Your food was of unacceptable quality (undercooked, spoiled, foreign objects present, or otherwise not meeting food safety standards).
• Your order was significantly delayed beyond the estimated preparation or delivery time without prior notice.
• Your order was never received after confirmed payment.
• You were charged more than the advertised or agreed-upon price.
• A duplicate charge occurred on your payment method.
• Your order was cancelled by Costa Vida due to unavailability of menu items or operational issues.

To be eligible for a refund, the issue must be reported within the timeframes specified in Section 3 below. Refund eligibility may also depend on the payment method used and whether the order was placed directly through Costa Vida or via a third-party platform.

3. Timeframes for Refund Requests

We require that all refund requests be submitted within the following timeframes from the date of the original transaction:

Requests submitted outside of these windows may not be honored, except in cases of documented billing errors or extenuating circumstances at our sole discretion.

4. Non-Refundable Items and Services

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

• Food items that have been fully consumed or substantially eaten before a complaint is made.
• Orders where the customer simply changed their mind after the food was prepared correctly as ordered.
• Customization requests (e.g., specific toppings, sauces, or modifications) that the customer claims were incorrect but cannot be verified.
• Promotional or discounted items clearly marked as non-refundable at the time of purchase.
• Gift cards and store credit once issued — these are non-refundable and non-transferable for cash.
• Catering deposits once food preparation has begun.
• Delivery fees charged by third-party delivery services (refunds for these fees must be requested directly with the delivery provider).
• Tips or gratuities applied at the time of checkout.

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

To request a refund, please follow the steps below to ensure your request is processed as quickly as possible:

1. Gather Your Information: Before contacting us, have the following ready:
   • Your full name
   • Order number or transaction ID
   • Date and time of the order
   • Description of the issue
   • Photos of the incorrect or unsatisfactory items (if applicable)
   • Payment method used
2. Contact Costa Vida: Reach out to our customer support team through one of the following channels:
   • Email: [email protected]
   • Website: vidacosta.rest
3. Submit Your Request: Provide all relevant details and documentation. The more information you supply, the faster we can resolve your case. Clearly state whether you are requesting a full refund, partial refund, or an exchange.
4. Await Confirmation: You will receive an acknowledgment of your request within 1–2 business days. Our team will review your case and respond with a decision or request for additional information within 3–5 business days.
5. Resolution: Once your refund is approved, it will be processed according to the timelines described in Section 6.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your funds depends on the original payment method:

Please note that while we process refunds promptly from our end, the final posting of funds to your account is subject to your bank's or financial institution's processing schedule, which is outside our control.

7. Partial Refunds

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

• Only a portion of your order was incorrect or unsatisfactory.
• You received your order but with minor issues that do not warrant a full refund (e.g., missing a side item).
• Part of a group or catering order was prepared incorrectly.
• A discount or promotional price was already applied to the order and the refund amount is adjusted accordingly.
• The issue was partially caused by customer error (e.g., incorrect delivery address).

The partial refund amount will be calculated based on the retail value of the affected item(s) and any applicable taxes. Our team will communicate the proposed partial refund amount clearly and will require your agreement before processing.

8. Exchange Policy

For in-store purchases or pick-up orders, we are happy to offer an exchange under the following conditions:

• The item must be returned to the restaurant within 30 minutes of purchase with the original receipt or proof of order.
• The item must be substantially uneaten (the majority of the food must be present).
• The exchange must be for an item of equal or lesser value. If the replacement item is of greater value, the price difference must be paid.
• Exchanges are subject to availability of menu items at the time of the request.

For delivery orders, exchanges are not available due to the perishable nature of our food products. In these cases, a refund or store credit will be offered as an alternative resolution.

9. Cancellation Policy

We understand that plans can change. Our cancellation policy is as follows:

9.1 Standard Orders

If you need to cancel an order placed online or by phone, please contact us immediately. Because our food is prepared fresh and to order, cancellations can only be accommodated before food preparation has begun. Once the kitchen has started preparing your order, cancellations are generally not accepted, and charges will apply.

9.2 Catering and Large Group Orders

For catering or large group orders, the following cancellation terms apply:

9.3 Cancellation by Costa Vida

In the rare event that Costa Vida must cancel your order due to ingredient unavailability, equipment issues, weather conditions, or other circumstances beyond our control, you will receive a full refund processed within 5–7 business days. We will notify you as soon as possible and offer alternative solutions where available.

10. Dispute Resolution Process

We are committed to resolving all concerns amicably and professionally. If you are unsatisfied with the resolution provided by our customer support team, you may escalate your concern using the following process:

1. Step 1 — Internal Escalation: Request that your case be reviewed by a senior member of our customer relations team by clearly stating in your email or message that you wish to escalate the matter. We will assign a dedicated team member to re-evaluate your case within 3 business days.
2. Step 2 — Written Complaint: If the escalation does not resolve your concern, you may submit a formal written complaint to our management team at [email protected]. Please include all prior correspondence, your order details, and a clear statement of the resolution you are seeking.
3. Step 3 — Chargeback or Credit Card Dispute: If you believe you have been charged incorrectly and we have been unable to resolve the matter, you have the right to initiate a chargeback through your credit card company or bank. We ask that you attempt resolution with us first, as chargebacks can extend timelines and result in administrative delays.
4. Step 4 — Consumer Protection Agencies: You may also file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or with your state's Attorney General office if you believe your consumer rights have been violated.

11. Fraudulent Refund Requests

Costa Vida takes refund fraud seriously. Any customer found to be submitting false, misleading, or fraudulent refund claims — including falsely claiming food quality issues, chargebacks without merit, or repeated abuse of our refund system — may have their account suspended and may be denied future service. We reserve the right to dispute fraudulent chargebacks and to pursue legal remedies where appropriate.

12. Changes to This Refund Policy

Costa Vida reserves the right to update or modify this Refund Policy at any time. Changes will become effective immediately upon posting to our website at vidacosta.rest. We encourage you to review this policy periodically. Continued use of our services following any update constitutes your acceptance of the revised policy.

13. Contact Information for Refund Requests

For all refund inquiries, please contact our Customer Support team using the details below. We are here to help and aim to respond to all requests within 1–2 business days.

This Refund Policy was last updated on March 19, 2026, and supersedes all previous versions. Costa Vida reserves the right to make final decisions on all refund matters in accordance with the terms outlined above.