Refund Policy

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

1. Introduction

This Refund Policy applies to all purchases made through our website costas-vida.click, our mobile ordering platform, in-store purchases, and any third-party delivery services facilitated through Costa Vida. By placing an order with us, you agree to the terms described in this policy.

We take customer satisfaction seriously. Our goal is to ensure every meal you receive meets your expectations in terms of quality, accuracy, and freshness. When that standard is not met, we want to provide a fair and transparent resolution process.

This policy is governed by applicable United States consumer protection laws, including guidelines issued by the Federal Trade Commission (FTC) under the FTC Act, as well as any applicable state-level consumer protection statutes.

2. Eligibility for Refunds

You may be eligible for a refund or store credit under the following circumstances:

• You received an incorrect item or order that does not match what you purchased.
• Your order contained a food item with visible spoilage, contamination, or quality issues upon delivery or pickup.
• An item listed as available was not included in your order due to a fulfillment error.
• You were charged an incorrect amount that does not reflect the agreed-upon price at the time of purchase.
• Your order was never delivered or was significantly delayed beyond the estimated delivery window due to an error on our part.
• You experienced an allergic reaction or discovered undisclosed ingredients not listed in the product description (subject to review).
• Duplicate charges were applied to the same order.

3. Timeframes for Refund Requests

To ensure a fair and timely review process, refund requests must be submitted within the following timeframes:

Requests submitted outside of these windows may not be eligible for a refund. We encourage all customers to inspect their orders promptly upon receipt and contact us as soon as possible if there is an issue.

4. Non-Refundable Items and Services

Certain items and situations are not eligible for refunds under this policy:

• Consumed food items — Orders that have been substantially consumed are not eligible for a refund based solely on personal taste preferences.
• Customized orders — Items made to specific customer requests (such as particular ingredients, preparations, or substitutions) are non-refundable unless a fulfillment error occurred.
• Change of mind — Refunds are not issued for orders that were correctly prepared and delivered but are returned due to a change of preference.
• Third-party delivery fees — Service fees, delivery fees, or tips paid through third-party platforms (e.g., DoorDash, Uber Eats, Grubhub) are subject to those platforms' own refund policies and are not refundable through Costa Vida directly.
• Promotional or discounted items — Items purchased using special promotional codes or discounts may have limited refund eligibility.
• Gift cards and loyalty rewards — Purchased gift card balances and earned loyalty points are non-refundable and non-transferable unless required by law.
• Completed catering orders — Catering services that have already been fully delivered and served are non-refundable except in cases of documented quality or fulfillment failures.

5. How to Request a Refund

Follow these steps to submit a refund request with Costa Vida:

6. Refund Processing Times by Payment Method

Once a refund has been approved, the processing time will depend on your original payment method:

Please note that while we initiate refunds promptly upon approval, the actual time funds appear in your account may vary depending on your bank or financial institution. Costa Vida is not responsible for additional delays caused by third-party payment processors.

7. Partial Refunds

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

• Only a portion of your order was incorrect or unsatisfactory, while the remainder was accurately fulfilled.
• A portion of the food was consumed before the quality issue was identified.
• The error involved a minor item (such as a missing side dish or beverage) rather than the primary entrée.
• Promotional discounts were applied to the original order, in which case only the amount actually paid for the affected item will be refunded.
• Customer contributed to the error (for example, providing incorrect delivery instructions that resulted in a failed delivery).

The amount of a partial refund will be determined at Costa Vida's discretion based on a fair assessment of the situation and the value of the affected portion of the order.

8. Exchange Policy

Due to the perishable nature of our food products, we are unable to offer traditional item exchanges in the same way a retail store might. However, we do offer the following accommodations:

• In-Store Replacement: If you visit one of our locations and your order is incorrect or does not meet our quality standards, our team will remake your order at no charge, subject to manager approval.
• Online Order Replacement: For online or delivery orders with documented errors, we may offer to resend the correct item or provide a store credit of equivalent value for a future order.
• Credit in Lieu of Exchange: In cases where a physical replacement is not practical (e.g., you are no longer near our location), we will provide a store credit or refund as described in this policy.

Replacements are subject to item availability and are provided at Costa Vida's discretion. We ask that customers act in good faith and contact us promptly to request a replacement.

9. Cancellation Policy

We understand that plans change. Please review our cancellation terms below:

9.1 Standard Online Orders

Online orders may be cancelled for a full refund if the cancellation is requested within 5 minutes of placing the order, before preparation has begun. Once our kitchen team has started preparing your order, cancellations may not be accepted, or a cancellation fee may apply.

9.2 Catering Orders

Catering orders require advance notice for cancellation:

9.3 Scheduled Pickup Orders

Scheduled pickup orders can be cancelled for a full refund if cancelled at least 30 minutes before the scheduled pickup time. Late cancellations may result in a store credit rather than a monetary refund.

10. Dispute Resolution

If you are not satisfied with the outcome of your refund request, we encourage you to pursue the following resolution steps:

10.1 Internal Review

You may request an escalated internal review by emailing [email protected] with the subject line "Refund Dispute – [Your Order Number]". A senior member of our customer service team will re-examine your case within 3–5 business days.

10.2 Credit Card Chargeback

If you believe you were wrongfully charged and our internal process has not resolved the matter to your satisfaction, you have the right to file a chargeback dispute with your credit card issuer or bank. We recommend attempting to resolve the matter with Costa Vida directly before initiating a chargeback, as this helps us address the issue more efficiently.

10.3 Consumer Protection Resources

Customers in the United States may also contact the following agencies for additional consumer protection guidance:

• Federal Trade Commission (FTC): www.ftc.gov
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your state's Attorney General Consumer Protection Division

10.4 Informal Mediation

In the event that a dispute cannot be resolved through internal channels, Costa Vida agrees to participate in good-faith informal mediation before pursuing any formal legal proceedings. Both parties agree to make reasonable efforts to resolve disputes amicably.

11. Third-Party Delivery Platform Orders

If your order was placed through a third-party delivery service such as DoorDash, Uber Eats, Grubhub, or a similar platform, please be aware of the following:

• Refunds for orders placed through these platforms must be requested directly through the respective platform's customer support channels.
• Costa Vida does not have direct access to payment information for orders placed through third-party platforms and cannot issue refunds for those transactions.
• However, if the issue was related to food quality or preparation rather than delivery, you may contact Costa Vida directly and we will work with the platform to facilitate a resolution.
• Delivery fees and service charges paid to third-party platforms are subject solely to their refund policies.

12. Modifications to This Policy

Costa Vida reserves the right to update or modify this Refund Policy at any time. Changes will be posted on our website at costas-vida.click with the updated effective date. Continued use of our services after such changes constitutes your acceptance of the revised policy. We encourage you to review this page periodically for any updates.

13. Contact Information

For all refund requests, questions, or concerns regarding this policy, please contact our customer support team: