Refund Policy

Effective Date: July 2, 2026 | Last Updated: July 2, 2026

1. Introduction

At Costa Vida, we are committed to providing our customers with fresh, high-quality food and an exceptional dining experience. We understand that sometimes things do not go as expected, and we want to ensure that every customer is satisfied with their purchase.

This Refund Policy outlines the conditions under which refunds, exchanges, and cancellations are accepted, as well as the procedures you must follow to request a refund. By placing an order with us — whether online through costavidago.click or in person at one of our locations — you agree to the terms described in this policy.

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

2. Eligibility Conditions for Refunds

We want every customer to enjoy their meal. Refunds may be issued under the following conditions:

• Incorrect Order: You received an item that is different from what you ordered. For example, you ordered a chicken burrito and received a steak burrito.
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food you received was spoiled, undercooked, improperly prepared, or otherwise unfit for consumption.
• Allergic Reactions Due to Error: If you specified an allergy or dietary restriction at the time of ordering and the meal was prepared incorrectly, causing an adverse reaction, you may be eligible for a full refund. Medical documentation may be required.
• Failed Online Transactions: If you were charged for an order that was never confirmed or processed, you are entitled to a full refund of the charged amount.
• Duplicate Charges: If you were charged more than once for the same order, the duplicate charge will be refunded promptly.

To be eligible for a refund, you must notify us within the applicable timeframe described in Section 3 below, and you must provide sufficient evidence to support your claim (such as photos, order confirmation numbers, or receipts).

3. Timeframes for Refund Requests

Refund requests must be submitted within the following timeframes to be considered valid:

Requests submitted after these deadlines may not be honored. We strongly encourage customers to inspect their orders immediately upon receipt.

4. Non-Refundable Items and Services

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

• Change of Mind: Refunds will not be issued simply because you changed your mind about your order after it has been prepared or delivered.
• Consumed or Partially Consumed Items: If a meal has been largely or fully consumed before a complaint is raised — unless there is a verified food safety issue — a refund will not be granted.
• Customized Orders: Meals prepared with specific customizations requested by the customer (such as extra spice, unique ingredient combinations, or modified recipes) are non-refundable unless the customization was prepared incorrectly.
• Promotional or Discounted Items: Items purchased using promotional codes, discount vouchers, or as part of a limited-time offer are generally non-refundable unless there is a demonstrable quality or accuracy issue.
• Digital Gift Cards: Once purchased and delivered electronically, digital gift cards are non-refundable and non-transferable.
• Third-Party Delivery Issues: If your order was delivered via a third-party delivery service (such as DoorDash, Uber Eats, or Grubhub), refund requests for delivery-related issues (late delivery, lost orders) must be directed to the respective third-party platform. Costa Vida is not responsible for errors made by third-party delivery providers.

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

If you believe you are eligible for a refund, please follow these steps:

1. Step 1 — Gather Your Information: Locate your order confirmation number, receipt, or proof of purchase. If you have photographic evidence of the issue (e.g., a photo of the incorrect or unsatisfactory item), please have it ready.
2. Step 2 — Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: costavidago.click
3. Step 3 — Provide Details: In your message, include:
   • Your full name
   • Order number or transaction ID
   • Date and time of the order
   • Description of the issue
   • Any supporting photos or documentation
   • Your preferred refund method (original payment method or store credit)
4. Step 4 — Review Process: Our team will review your request within 2 business days of receipt. We may contact you for additional information if necessary.
5. Step 5 — Resolution: Once your request is reviewed and approved, we will notify you by email and initiate the refund or exchange process. If your request is denied, we will provide a clear explanation of the reason.

6. Refund Processing Times by Payment Method

Once a refund is approved, the time it takes for the funds to appear in your account depends on the payment method used:

Please note that while we process refunds promptly on our end, your bank or financial institution may take additional time to post the credit to your account. We have no control over your bank's internal processing timelines.

7. Partial Refunds

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

• Only one or a few items in a multi-item order were incorrect or unsatisfactory.
• The food quality issue affected only part of the order.
• A discount, promotion, or coupon was applied to the original order, and the refund amount reflects the actual amount paid for the specific item(s) in question.
• The customer has already consumed a portion of the order before discovering the issue.
• A catering order is partially canceled within the required notice period.

The amount of any partial refund will be calculated based on the individual price of the affected items as listed on your receipt or order confirmation. Delivery fees and applicable taxes for the returned items may also be refunded on a prorated basis.

8. Exchange Policy

In many cases, we prefer to make things right by preparing a replacement order rather than issuing a monetary refund. Exchanges are subject to the following conditions:

• Exchanges are available for incorrect or unsatisfactory items that are reported within 24 hours of the original order.
• For in-store orders, replacement items may be prepared immediately at the same location.
• For online or delivery orders, a replacement item will be provided at your next visit or scheduled for re-delivery at no additional charge, depending on availability and location.
• Exchanges are only offered for items of equal or lesser value. If you wish to exchange for an item of greater value, you will be charged the difference.
• We reserve the right to offer store credit instead of a replacement in cases where the requested item is temporarily unavailable.

9. Cancellation Policy

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

9.1 Standard Orders (Online or In-Store)

• Orders may be canceled for a full refund if canceled within 5 minutes of placement and before the kitchen begins preparation.
• Once food preparation has begun, standard orders cannot be canceled and are non-refundable, unless there is a quality or accuracy issue as described above.

9.2 Catering and Large Group Orders

• Catering orders canceled at least 48 hours before the scheduled pickup or delivery time are eligible for a full refund.
• Catering orders canceled between 24 and 48 hours before the scheduled time are eligible for a 50% refund or full store credit.
• Catering orders canceled less than 24 hours before the scheduled time are non-refundable. This is due to the cost of ingredients and labor that have already been committed.

9.3 Scheduled/Pre-Ordered Meals

• Scheduled individual meals may be canceled up to 2 hours before the scheduled pickup or delivery time for a full refund.
• Cancellations made within 2 hours of the scheduled time will not be eligible for a refund if preparation has already begun.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, or if you believe your request was unfairly denied, you have the right to escalate the matter through the following process:

1. Step 1 — Internal Escalation: Reply to the email response you received from our customer service team and request escalation to a senior manager. Please clearly state why you disagree with the decision and provide any additional evidence you may have.
2. Step 2 — Formal Written Complaint: If you are still unsatisfied after internal escalation, you may submit a formal written complaint to us at [email protected] with the subject line "Formal Complaint — Refund Dispute." We will respond within 5 business days.
3. Step 3 — Consumer Protection Resources: As a consumer in the United States, you have the right to file a complaint with:
   • The Federal Trade Commission (FTC) at www.ftc.gov under the FTC Act for consumer protection matters.
   • Your state Attorney General's office for state-level consumer protection issues.
   • If you are a California resident, you may also contact the California Department of Consumer Affairs under your rights provided by the California Consumer Privacy Act (CCPA/CPRA).
4. Step 4 — Chargeback: You also have the right to contact your credit card company or bank to initiate a chargeback if you believe you were wrongfully charged. We encourage customers to exhaust our internal dispute resolution process before initiating a chargeback, as this allows us the opportunity to correct the issue directly.

11. Food Safety and Health-Related Concerns

The health and safety of our customers is our highest priority. If you believe you have experienced a foodborne illness or allergic reaction as a result of consuming food from Costa Vida, please take the following steps:

• Seek appropriate medical attention immediately if needed.
• Report the incident to us as soon as possible at [email protected].
• Preserve any remaining food items and packaging, if possible, as these may be needed for investigation.
• Retain any medical records or documentation related to the incident.

We take all food safety complaints seriously and will conduct a thorough internal investigation. Depending on the severity of the situation, we may coordinate with local health authorities as required by United States food safety regulations.

12. Amendments to This Policy

Costa Vida reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on this page with an updated effective date. We encourage customers to review this policy periodically. Your continued use of our services after any changes are posted constitutes your acceptance of the updated policy.

13. Contact Information

For all refund requests, questions, or concerns regarding this policy, please contact us using the details below: