Refund Policy

At Costa Vida, we are committed to providing our customers with high-quality food and an outstanding dining experience. We understand that situations may arise where a refund or exchange is necessary. This Refund Policy outlines the terms and conditions under which refunds, exchanges, and cancellations are handled. Please read this policy carefully before placing an order.

By placing an order through our website costaxvida.rest, by phone, or in person, you agree to the terms set forth in this Refund Policy. This policy is governed by applicable United States federal and state consumer protection laws, including the Federal Trade Commission Act (FTC Act), 15 U.S.C. § 41 et seq.

1. Eligibility Conditions for Refunds

Costa Vida evaluates refund requests on a case-by-case basis. To be eligible for a refund, the following conditions must generally be met:

• The order was placed directly through costaxvida.rest, by phone, or at one of our physical locations.
• The refund request is submitted within the applicable timeframe outlined in Section 2 of this policy.
• The issue with the order is documented and verifiable (e.g., incorrect item, food quality concern, missing item, or unfulfilled order).
• The customer provides proof of purchase, such as an order confirmation number, receipt, or transaction ID.
• The food item has not been substantially consumed prior to raising the complaint, except in cases involving food quality or safety concerns.
• The refund request is made in good faith and is not part of a pattern of abuse of this policy.

Costa Vida reserves the right to deny refund requests that do not meet the above criteria or that appear fraudulent, abusive, or inconsistent with normal usage patterns.

2. Timeframes for Refund Requests

To ensure prompt resolution, refund requests must be submitted within the following timeframes:

Requests submitted outside of these timeframes may not be honored unless exceptional circumstances apply, such as a documented food safety issue or a verifiable error on Costa Vida's part. We encourage customers to contact us as soon as possible after identifying any problem with their order.

3. Non-Refundable Items and Services

The following items and services are generally not eligible for refunds:

• Consumed food and beverages: Items that have been substantially consumed are not eligible for a refund, except in cases involving a documented food safety concern.
• Customized or special-order items: Menu items prepared according to specific customer instructions that deviate from standard menu offerings are non-refundable unless an error was made on our part.
• Promotional or discounted items: Items purchased at a promotional price or as part of a limited-time offer may not be eligible for a refund beyond the promotional value paid.
• Gift cards (after use): Balances on partially or fully used gift cards are non-refundable.
• Delivery fees: Third-party delivery service fees are non-refundable by Costa Vida. Customers must contact the respective delivery provider for delivery-related fee disputes.
• Service charges and tips: Any service charges or gratuities added to an order are non-refundable once the service has been rendered.
• Orders placed through third-party platforms: Orders placed via third-party food delivery applications (e.g., DoorDash, Uber Eats, Grubhub) are subject to those platforms' own refund policies. Costa Vida is not responsible for refunds on third-party platform transactions.

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

Follow the steps below to submit a refund request with Costa Vida:

1. Gather your documentation: Collect your proof of purchase, including your order confirmation number, receipt, or transaction ID, along with any photos or descriptions of the issue.
2. Contact Costa Vida: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: costaxvida.rest
3. Provide the required information: In your refund request, include the following details:
   • Your full name and contact information
   • Order number or transaction reference
   • Date and time of the order
   • Location where the order was placed (dine-in, online, takeout)
   • A clear description of the issue
   • Photos or supporting evidence, if applicable
   • Your preferred refund method
4. Await confirmation: Our customer support team will acknowledge receipt of your request within 1–2 business days.
5. Review and decision: We will review your request and notify you of our decision within 3–5 business days of receiving all required information.
6. Refund issuance: If your refund is approved, it will be processed according to the payment method used and the timelines described in Section 5 below.

5. Refund Processing Times by Payment Method

Once a refund is approved, the time it takes for funds to be returned depends on the original payment method used:

Please note that processing times may vary depending on your financial institution or payment provider. Costa Vida is not responsible for additional delays caused by third-party processors or banking institutions. If you have not received your refund within the stated timeframe, please contact us at [email protected].

6. Partial Refunds

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

• Only a portion of an order was affected by an error or quality issue (e.g., one item out of a multi-item order was incorrect).
• The customer partially consumed the food item before identifying the issue, and the complaint is considered valid.
• A catering order was partially fulfilled or partially delivered.
• A discount, coupon, or promotional credit was applied to the original order; in this case, the refund may reflect only the amount actually paid.
• Costa Vida, at its sole discretion, determines that a partial refund is a fair resolution given the specific circumstances of the complaint.

The amount of any partial refund will be communicated to the customer prior to processing. Customers have the right to accept the partial refund or escalate the dispute through the process described in Section 9.

7. Exchange Policy

Costa Vida understands that mistakes happen, and we are happy to exchange menu items under the following conditions:

• Incorrect item received: If you received a menu item that differs from what you ordered, we will replace it promptly at no additional cost.
• Food quality concern: If a food item does not meet our quality standards (e.g., undercooked, spoiled, or prepared incorrectly), we will replace it or offer a store credit.
• Missing items: If an item is missing from your order, we will provide the missing item or issue a credit equivalent to the value of the missing item.

To request an exchange:

1. For dine-in orders, notify your server or a manager immediately.
2. For takeout or online orders, contact us within the applicable timeframe (see Section 2) at [email protected].
3. Provide your order details and a description of the issue.

Exchanges are subject to the availability of menu items and the discretion of Costa Vida management. Items exchanged due to customer preference changes (e.g., ordering the wrong item by mistake) may be accommodated where feasible but are not guaranteed.

8. Cancellation Policy

Costa Vida's cancellation policy varies depending on the type of order placed:

8.1 Standard Online and Phone Orders

Cancellations for standard online or phone orders must be made within 15 minutes of placing the order, before food preparation has begun. Once an order enters the preparation stage, cancellations may not be accepted. To cancel an order, contact us immediately at [email protected] or visit our website at costaxvida.rest.

8.2 Catering Orders

For catering orders, the following cancellation schedule applies:

Catering cancellations must be submitted in writing to [email protected]. The cancellation time is calculated from the date and time we receive your written cancellation notice.

8.3 Force Majeure

In the event that an order cannot be fulfilled due to circumstances beyond Costa Vida's reasonable control (e.g., natural disasters, government-mandated closures, supply chain disruptions), a full refund or reschedule will be offered at the customer's preference.

9. Dispute Resolution Process

If you are not satisfied with the outcome of your refund or exchange request, Costa Vida offers the following dispute resolution process:

1. Internal Escalation: Contact our customer support team at [email protected] and request that your case be escalated to a senior manager. Please include your original refund request reference number and a description of why you are dissatisfied with the initial decision.
2. Formal Written Complaint: If the escalation does not resolve the issue, you may submit a formal written complaint to our management team at the address on file. Our team will respond within 7 business days.
3. External Consumer Resources: If your dispute remains unresolved, you may contact the following consumer protection bodies:
   • Federal Trade Commission (FTC): www.ftc.gov or 1-877-382-4357
   • Your state's Attorney General Office — for state-specific consumer protection issues
   • Better Business Bureau (BBB): www.bbb.org
4. Chargeback Rights: You retain the right to dispute charges with your credit card issuer or payment provider under applicable laws. However, Costa Vida encourages customers to work with us directly before initiating a chargeback, as chargebacks may result in additional delays and complications.

10. Food Safety Concerns

Costa Vida takes food safety very seriously. If you believe you have experienced a food safety issue — such as finding a foreign object in your food, experiencing illness potentially related to our food, or receiving food that was served at an improper temperature — please:

• Seek appropriate medical attention if necessary.
• Retain any remaining food and packaging for potential inspection.
• Contact us immediately at [email protected] with full details of the incident.
• Report the matter to your local health department if appropriate.

Food safety complaints are treated with the highest priority and are handled separately from standard refund requests. A full refund will typically be offered in verified food safety cases, and we will cooperate fully with any relevant health authority investigations.

11. Policy Updates

Costa Vida reserves the right to modify or update this Refund Policy at any time. Any changes will be posted on our website at costaxvida.rest with a revised effective date. Your continued use of our services following the posting of changes constitutes your acceptance of the updated policy. We encourage customers to review this policy periodically.

12. Contact Information

For all refund requests, exchanges, cancellations, or questions related to this policy, please contact Costa Vida using the information below:

Our customer support team is available to assist you during regular business hours. We strive to respond to all inquiries within 1–2 business days.