Refund Policy

Effective Date: April 7, 2026  |  Last Updated: April 7, 2026

1. Introduction

Costa Vida ("we," "us," or "our") operates as a food service business dedicated to providing fresh, high-quality meals to our valued customers. We understand that occasionally issues may arise with your order, and we are here to make things right. This Refund Policy applies to all purchases made through our website at costas-vida.rest, in-person at our location, via third-party delivery platforms, or through any other ordering channel associated with Costa Vida.

By placing an order with Costa Vida, you agree to the terms set forth in this Refund Policy. We encourage you to review this document thoroughly so you understand your rights and our obligations regarding refunds, exchanges, and cancellations.

This policy is governed by applicable United States federal and state consumer protection laws, including relevant Federal Trade Commission (FTC) guidelines and state-specific regulations.

2. Eligibility Conditions for Refunds

We want every customer to be fully satisfied with their Costa Vida experience. You may be eligible for a refund under the following conditions:

• Incorrect Order: You received an item that is different from what you ordered (e.g., wrong protein, incorrect customizations, missing items).
• Food Quality Issues: The food delivered or prepared was of unacceptable quality, including but not limited to food that is undercooked, overcooked, spoiled, or otherwise inedible.
• Allergen or Dietary Concerns: Your order contained an ingredient that was explicitly excluded due to a documented allergy or dietary restriction that was communicated at the time of ordering.
• Missing Items: One or more items from your order were not included in your delivery or pickup order.
• Delivery Issues: Your order was significantly delayed beyond the estimated delivery window due to factors attributable to Costa Vida or our delivery partners, resulting in food that is no longer suitable for consumption.
• Duplicate Charges: Your payment method was charged more than once for the same order.
• Technical Errors: A technical error on our website or ordering platform caused an incorrect charge to be applied to your account.

3. Timeframes for Refund Requests

To ensure we can properly investigate and resolve your concern, all refund requests must be submitted within the following timeframes:

Requests submitted outside of these timeframes may not be eligible for a refund. We strongly encourage customers to inspect their orders promptly upon receipt and contact us immediately if any issues are identified.

4. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds, including but not limited to:

• Change of Mind: Orders that have already been prepared are not eligible for a refund simply because you changed your mind or no longer want the item.
• Customization Errors by Customer: If an incorrect order was placed due to customer error during the ordering process (e.g., selecting the wrong items or failing to note an allergy), a refund may not be issued, though we will make reasonable efforts to accommodate your request.
• Partially Consumed Meals: Items that have been substantially consumed are generally not eligible for a full refund. Partial refunds may be considered at our discretion.
• Promotional and Discounted Items: Items purchased at a significant promotional discount may be subject to modified refund eligibility, as detailed at the time of purchase.
• Gift Cards and Store Credits: Gift card purchases and store credit redemptions are non-refundable except where required by applicable law.
• Third-Party Delivery Fees: Delivery fees charged by third-party platforms (such as DoorDash, Uber Eats, or Grubhub) are subject to those platforms' respective refund policies and are not refundable by Costa Vida directly.
• Catering Deposits: Non-refundable deposits placed for catering orders, as outlined in your catering agreement.

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

If you believe you are entitled to a refund, please follow these steps to submit your request:

1. Step 1 — Gather Your Information: Collect your order confirmation number, the date and time of your order, your payment method, and any relevant documentation such as photographs of the incorrect or unsatisfactory food.
2. Step 2 — Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: costas-vida.rest (via our contact or support page)
3. Step 3 — Provide Details: Clearly describe the issue with your order, including what was wrong, which items were affected, and the resolution you are seeking (refund, replacement, or store credit).
4. Step 4 — Submit Supporting Evidence: Where applicable, attach photographs or other supporting documentation to help us assess your claim quickly and accurately.
5. Step 5 — Await Confirmation: Our team will acknowledge receipt of your refund request within 1–2 business days and provide you with an estimated resolution timeline.
6. Step 6 — Resolution: Once your request has been reviewed and approved, we will process the refund, replacement, or store credit as applicable. You will receive a confirmation notification via email.

6. Refund Processing Times by Payment Method

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

Please note that while we process refunds promptly on our end, your financial institution may take additional time to post the credit to your account. Costa Vida is not responsible for delays caused by banks or payment processors. If you have not received your refund after the estimated timeframe, please contact your bank before reaching out to us.

7. Partial Refunds

In certain situations, a partial refund may be issued rather than a full refund. Circumstances that may result in a partial refund include:

• Only a portion of your order was incorrect or missing (refund limited to the affected items).
• The food quality issue affected only some items in a larger order.
• A meal was partially consumed before the issue was identified.
• The customer contributed to the issue through a customization error or incomplete allergy notification.
• A discount, coupon, or promotional offer was applied to the original order, in which case the refund will reflect the discounted price paid.

Partial refund amounts will be determined at the sole discretion of Costa Vida management based on the nature and extent of the issue reported. We are committed to being fair and transparent in all partial refund decisions.

8. Exchange Policy

In many cases, rather than issuing a monetary refund, we are happy to provide a replacement meal or item free of charge. Our exchange policy works as follows:

• Incorrect Items: If you received the wrong item, we will prepare and deliver or hold for pickup the correct item at no additional cost.
• Quality Issues: If the food you received did not meet our quality standards, we will remake the item or offer you a comparable replacement.
• Missing Items: Missing items from your order can be re-prepared and made available for pickup or re-delivery, subject to your location and our operational capacity.

Exchanges are subject to availability and our ability to fulfill a replacement within a reasonable timeframe. In cases where an exchange is not practical (for example, due to distance or delivery constraints), a refund or store credit will be offered instead.

9. Cancellation Policy

We understand that plans can change. However, because our food is made fresh to order, our ability to accommodate cancellations is limited once preparation has begun.

9.1 Online and Phone Orders

• Cancellations must be made within 5 minutes of placing the order to be eligible for a full refund.
• Once food preparation has begun, cancellations will not be accepted, and no refund will be issued.
• To cancel an order, contact us immediately at [email protected] or visit our website at costas-vida.rest.

9.2 Catering and Large Group Orders

• Catering orders require a minimum of 48 hours' notice for cancellation to receive a full refund of any deposit paid.
• Cancellations made between 24–48 hours before the scheduled catering event will receive a 50% refund of the deposit.
• Cancellations made with less than 24 hours' notice will forfeit the full deposit amount.
• The remaining balance for catering orders not covered by the deposit is only charged upon final delivery or service and may be refunded in full if the order is cancelled with adequate notice as described above.

9.3 Third-Party Platform Orders

Orders placed through third-party delivery platforms (such as DoorDash, Uber Eats, or Grubhub) are subject to those platforms' cancellation policies in addition to this policy. Please contact the respective platform directly to initiate a cancellation for orders placed through them.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we encourage you to follow our escalation process before pursuing external remedies:

1. Step 1 — Internal Escalation: Request that your case be reviewed by a senior member of our customer service team. Contact us at [email protected] with the subject line "Refund Dispute — [Your Order Number]."
2. Step 2 — Management Review: If the issue remains unresolved, our management team will conduct a full review of your case and provide a final decision within 5–7 business days.
3. Step 3 — External Options: If you remain unsatisfied after exhausting our internal resolution process, you may have the right to pursue the following external remedies:
   • File a complaint with the Federal Trade Commission (FTC) at www.ftc.gov.
   • Contact your state's Attorney General's consumer protection division.
   • File a complaint with the Better Business Bureau (BBB).
   • For credit card or debit card payments, initiate a chargeback through your financial institution, subject to your bank's policies.

11. Consumer Rights Under United States Law

As a consumer in the United States, you have certain rights that this policy does not limit or override:

• Under the Federal Trade Commission Act (15 U.S.C. § 41 et seq.), consumers are protected against unfair or deceptive trade practices. Costa Vida is committed to operating in full compliance with these standards.
• Depending on your state of residence, additional consumer protection laws may apply to your refund rights. For example, California consumers may have rights under the California Consumer Protection statutes and related regulations.
• Nothing in this Refund Policy is intended to waive or limit any statutory rights you may have as a consumer under applicable federal or state law.

12. Policy Updates

Costa Vida reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on our website at costas-vida.rest with a revised effective date. We encourage you to review this policy periodically to stay informed of any updates. Continued use of our services following the posting of changes constitutes your acceptance of the revised policy.

13. Contact Information for Refund Requests

If you have any questions about this Refund Policy or wish to submit a refund request, please contact us using the information below:

This Refund Policy was last updated on April 7, 2026, and is effective as of the same date. Costa Vida is committed to transparency, fairness, and excellent customer service in all refund-related matters.