Refund Policy

Last Updated: May 30, 2026

1. Introduction

At Costa Vida, we are committed to providing our customers with fresh, high-quality food products and an exceptional dining experience. We understand that there may be occasions when an order does not meet your expectations, and we want to make the refund and resolution process as straightforward and transparent as possible.

This Refund Policy explains your rights and our obligations when it comes to refunds, exchanges, cancellations, and dispute resolution. If you have any questions at any time, please do not hesitate to contact us directly at [email protected].

2. Eligibility Conditions for Refunds

We want every customer to be completely satisfied with their Costa Vida order. A refund may be issued under the following conditions:

• Incorrect Order: You received items that are different from what you ordered as confirmed in your order summary.
• Missing Items: One or more items from your order were not included in your delivery or pickup.
• Food Quality Issues: The food you received was spoiled, contaminated, undercooked, or otherwise unsafe to consume.
• Allergen Concerns: Your order contained an allergen that was not disclosed at the time of ordering and that you specifically requested to be excluded.
• Order Not Received: Your delivery order was never received due to an error on our part or our delivery partner's part, and this can be confirmed through our order management system.
• Significant Portion Size Discrepancy: The portion you received was substantially smaller than what is advertised or described on our menu without prior notice.
• Duplicate Charges: Your payment method was charged more than once for the same order.

To be eligible for a refund, customers must meet the following general requirements:

• The refund request must be submitted within the applicable timeframe described in Section 3 of this policy.
• The customer must provide sufficient proof of purchase, including the order confirmation number and payment details.
• The customer must provide a clear description of the issue, supported by photographic evidence where applicable (e.g., incorrect item, food quality concern).
• The order must have been placed directly through our official website food-costavida.top or through an authorized ordering channel affiliated with Costa Vida.

3. Timeframes for Refund Requests

Timely reporting of issues is essential for us to investigate and resolve your concern effectively. The following timeframes apply to all refund requests:

4. Non-Refundable Items and Services

While we strive to accommodate all reasonable refund requests, certain items and services are non-refundable under this policy:

• Completed and Accepted Orders: Orders that have been received, accepted, and consumed without a reported issue at the time of receipt are not eligible for a refund.
• Customer-Initiated Customizations: Food items prepared according to specific customer customization requests (e.g., extra spicy, specific ingredient exclusions requested by the customer) are not eligible for a refund based solely on the taste or outcome of those customizations.
• Digital Gift Cards: Once purchased and delivered electronically, digital gift cards are non-refundable.
• Promotional or Discounted Items: Items purchased as part of a limited-time promotional offer or special discount may not be eligible for a full refund unless a qualifying defect exists.
• Delivery Fees: Delivery and service fees charged at the time of order are non-refundable unless the order was not delivered due to a fault on our part.
• Tips and Gratuities: Any tips or gratuities added during the checkout process are non-refundable.
• Third-Party Platform Orders: Orders placed through third-party delivery platforms (such as DoorDash, Uber Eats, Grubhub, etc.) are subject to the refund policies of those respective platforms. Costa Vida is unable to process refunds for orders placed through these channels directly.

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

To request a refund from Costa Vida, please follow these steps carefully:

1. Step 1 — Gather Your Information: Before contacting us, collect the following details:
   • Your full name and contact information
   • Your order confirmation number (found in your email receipt)
   • The date and time of your order
   • A clear description of the issue you experienced
   • Photographic evidence, if applicable (e.g., wrong item, food quality concern)
   • Your preferred refund method (original payment method or store credit)
2. Step 2 — Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: food-costavida.top
   Please use the subject line: "Refund Request — Order #[Your Order Number]" when sending an email.
3. Step 3 — Submit Your Claim: Provide all relevant information and supporting documentation as requested by our team. Incomplete submissions may delay the review process.
4. Step 4 — Review Process: Our customer support team will review your request within 1–3 business days. We may contact you for additional information or clarification during this period.
5. Step 5 — Resolution: Once your request has been reviewed and approved, we will notify you by email of the outcome. If your refund is approved, it will be processed according to the timeframes outlined in Section 6 of this policy.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your funds varies depending on the payment method used at the time of purchase:

Please note that while we process refunds promptly on our end, the actual time for funds to appear in your account is also subject to your bank's or financial institution's processing times, which are beyond our control.

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 a portion of the items in your order were incorrect or missing, and the remaining items were received as expected and in satisfactory condition.
• A food quality concern applies to only one item within a multi-item order.
• The order was partially consumed before the issue was identified and reported.
• A discount, coupon, or promotional code was applied to the order, in which case the refund will be calculated based on the actual amount paid.
• The customer contributed to the issue through a customization request or special instruction that made the preparation more complex.

The amount of any partial refund will be determined at the sole discretion of Costa Vida's customer support team, based on a fair assessment of the situation and the impact of the issue on the overall order.

8. Exchange Policy

Due to the perishable nature of food products, direct item exchanges are generally not available. However, in situations where an order error has occurred (e.g., you received the wrong menu item), we will offer one of the following resolutions at our discretion:

• Replacement Item: If you are dining in-store or have placed a pickup order, we may be able to prepare and provide the correct item at no additional charge, subject to availability and time constraints.
• Store Credit: We may issue store credit equivalent to the value of the affected item(s), which can be applied to a future order at Costa Vida.
• Full or Partial Refund: If neither of the above options is feasible or satisfactory, a full or partial monetary refund will be processed as described in this policy.

Exchanges are handled on a case-by-case basis, and our team will always aim to find the most convenient and fair resolution for each customer.

9. Cancellation Policy

Orders placed through Costa Vida's website are processed quickly to ensure timely preparation and delivery. As a result, our cancellation window is limited.

9.1 Standard Orders

Standard online orders may be cancelled for a full refund only if the cancellation request is submitted within 5 minutes of placing the order, before food preparation has commenced. To cancel an order, please contact us immediately at [email protected] with your order number and the subject line "Order Cancellation — Order #[Your Order Number]".

Once food preparation has begun, cancellations will not be accepted, and no refund will be issued for standard orders.

9.2 Pre-Paid Catering and Large Group Orders

For catering orders or large group orders placed in advance, the following cancellation schedule applies:

Cancellations for catering orders must be submitted in writing via email to [email protected].

10. Dispute Resolution Process

We are committed to resolving all customer concerns in a fair, timely, and respectful manner. If you believe your refund request has not been handled appropriately, you have the following options:

10.1 Internal Escalation

If you are not satisfied with the initial response from our customer support team, you may request that your case be escalated to a senior member of our management team. Please send an email to [email protected] with the subject line "Escalation Request — Order #[Your Order Number]" and include a summary of your original complaint and the response you received. Escalated cases will be reviewed within 3–5 business days.

10.2 Consumer Protection Agencies

As a business operating in the United States, Costa Vida is subject to consumer protection regulations enforced by the Federal Trade Commission (FTC) under the FTC Act. Customers who believe their consumer rights have been violated may file a complaint with:

• Federal Trade Commission (FTC): www.ftc.gov
• Your State Attorney General's Office
• Better Business Bureau (BBB): www.bbb.org

10.3 Chargebacks

We encourage customers to contact us directly before initiating a chargeback with their bank or credit card provider. Chargebacks initiated without prior communication may result in a delay in resolving your issue. However, you retain your right under applicable law to dispute charges with your financial institution if you are unable to reach a satisfactory resolution through our internal process.

10.4 Informal Mediation

In the event that a dispute cannot be resolved through direct communication, both parties agree to attempt good-faith informal mediation before pursuing any formal legal action. Requests for informal mediation should be submitted in writing to [email protected].

11. Changes to This Refund Policy

Costa Vida reserves the right to update or modify this Refund Policy at any time to reflect changes in our business practices, applicable laws, or operational procedures. Any changes will be effective immediately upon posting to our website at food-costavida.top. The "Last Updated" date at the top of this page will be revised accordingly.

We encourage customers to review this policy periodically to stay informed of any updates. Continued use of our website or services following any changes constitutes your acceptance of the revised policy.

12. Governing Law

This Refund Policy shall be governed by and construed in accordance with the laws of the United States of America and the applicable state laws of the jurisdiction in which Costa Vida operates. Any disputes arising under or in connection with this policy shall be subject to the exclusive jurisdiction of the competent courts in that jurisdiction.

13. Contact Information

For all refund requests, cancellations, questions, or concerns regarding this policy, please contact our customer support team using the information below: