Refund Policy

At Costa Vida, we are committed to delivering fresh, high-quality meals and an exceptional customer experience. We understand that issues may occasionally arise with your order, and this Refund Policy outlines your rights and our obligations regarding refunds, exchanges, and cancellations. Please read this policy carefully before placing an order through our website at costavidameal.click.

By placing an order with Costa Vida, 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) and relevant state regulations.

1. Our Commitment to Customer Satisfaction

Costa Vida takes pride in preparing fresh, made-to-order meals. Because food products are perishable and prepared specifically for each customer, our refund policy is designed to balance customer satisfaction with the practical realities of food service. We evaluate every refund request on a case-by-case basis and strive to resolve all issues fairly and promptly.

If you are not satisfied with your order for any reason, we encourage you to contact us as soon as possible so we can make it right. Our goal is to ensure every customer leaves their interaction with Costa Vida feeling valued and heard.

2. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund under the following circumstances:

• Incorrect Order: You received an item that differs significantly from what you ordered (wrong protein, wrong toppings, wrong size, or wrong meal entirely).
• Missing Items: One or more items from your order were missing at the time of delivery or pickup.
• Food Quality Issues: The food received was spoiled, undercooked, overcooked, or otherwise unfit for consumption.
• Allergic Reactions Due to Our Error: If you provided clear allergen information and we failed to honor your request, resulting in an item containing an allergen you specified you cannot consume.
• Order Not Delivered: Your order was confirmed and paid for but never arrived, and we cannot verify successful delivery.
• Duplicate Charges: You were charged more than once for the same order due to a technical or processing error.
• Significant Delivery Delay: Your delivery was substantially delayed beyond the estimated delivery window due to circumstances within our control, and the food arrived in an unsatisfactory condition as a result.

All refund requests are subject to review and verification by our customer service team. We reserve the right to request photographic evidence or additional information to process your claim.

3. Timeframes for Refund Requests

To be considered for a refund, you must submit your request within the following timeframes:

4. Non-Refundable Items and Services

Certain items and situations are not eligible for a refund. These include, but are not limited to:

• Orders that have been fully consumed or substantially eaten before a complaint is filed.
• Orders where the dissatisfaction is based solely on personal taste preference rather than a quality or accuracy issue.
• Customization errors that were the result of incomplete or incorrect information provided by the customer at the time of ordering.
• Promotional, discounted, or complimentary items received as part of a special offer or loyalty reward.
• Delivery fees charged by third-party delivery platforms (these are subject to the third-party platform's own refund policy).
• Service fees, convenience fees, or platform fees charged by third-party ordering systems.
• Gift cards, vouchers, or prepaid meal credits once redeemed.
• Orders where the customer was not present at the delivery location and the order was left as instructed or returned.
• Claims submitted more than the applicable number of days after the order was placed or received.

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

To request a refund, please follow the steps below:

1. Step 1 — Contact Us Promptly: Email us at [email protected] or visit our website at costavidameal.click to submit a refund request. Contact us as soon as possible after identifying the issue, within the applicable timeframe described in Section 3.
2. Step 2 — Provide Your Order Details: Include your full name, order number, the date and time of your order, the item(s) in question, and the platform or method used to place the order (e.g., our website, a third-party delivery app).
3. Step 3 — Describe the Issue: Provide a clear and detailed description of the problem. Be as specific as possible — for example, "I ordered a chicken burrito with no sour cream, but received one with sour cream" or "Three of my six items were missing from my delivery bag."
4. Step 4 — Submit Evidence (If Applicable): Where possible, attach photographs of the incorrect, missing, or unsatisfactory item(s). While photos are not always required, they help us process your claim more quickly and accurately.
5. Step 5 — Await Confirmation: Our customer service team will acknowledge your request within 1–2 business days and may follow up with additional questions if necessary.
6. Step 6 — Resolution: Once your request has been reviewed and approved, we will notify you of the outcome and initiate the appropriate remedy — whether that is a full refund, partial refund, store credit, or replacement meal.

6. Refund Processing Times by Payment Method

Once a refund has been approved, please allow the following timeframes for the credit to appear:

7. Partial Refunds

In certain situations, only a partial refund may be granted. Partial refunds may apply when:

• Only one or a few items in a multi-item order were incorrect, missing, or unsatisfactory, and the remainder of the order was received and acceptable.
• The food quality issue affected only a portion of the meal (for example, incorrect toppings on part of an order).
• The customer has already consumed a significant portion of the order before reporting the issue.
• The issue was partially caused by incorrect information provided by the customer at checkout.
• A delivery was late but the food arrived in an acceptable, edible condition.

The amount of a partial refund will be calculated based on the value of the affected item(s) or the proportional impact of the issue on the overall order. Our customer service team will communicate the specific refund amount clearly before processing.

8. Exchange and Replacement Policy

In many cases, particularly for dine-in or pickup orders, Costa Vida may offer to replace an incorrect or unsatisfactory item rather than issue a monetary refund. Replacement meals are subject to the following conditions:

• Replacement orders are offered at our discretion and may be the preferred remedy for issues such as incorrect orders or missing items in a pickup context.
• The replacement meal will be of equal or comparable value to the original item ordered.
• If a replacement is not possible (for example, due to an item being out of stock or a delivery order), a refund or store credit will be offered instead.
• Customers who accept a replacement meal are not entitled to a separate monetary refund for the same issue, unless the replacement also fails to meet the standard of the original order.
• Replacements for delivery orders must be arranged within the same business day where operationally feasible.

9. Cancellation Policy

Because our meals are freshly prepared to order, our ability to cancel an order once placed is extremely limited. Please review our cancellation terms carefully:

• Online Orders: Cancellations must be requested within 5 minutes of placing your order and before preparation has commenced. To request a cancellation, contact us immediately at [email protected].
• Orders Placed Through Third-Party Platforms: Cancellation policies for orders placed via DoorDash, Uber Eats, Grubhub, or similar platforms are governed by those platforms' own terms and policies. Please contact the relevant platform directly for assistance with cancellations.
• Catering or Bulk Orders: Cancellations for catering or large group orders must be submitted at least 48 hours in advance of the scheduled pickup or delivery time. Cancellations received with less than 48 hours' notice may be subject to a cancellation fee of up to 50% of the total order value.
• Pre-Scheduled Orders: Orders scheduled in advance for a future date may be cancelled up to 24 hours before the scheduled time without penalty.

Approved cancellations will be refunded to the original payment method within the timeframes stated in Section 6 of this policy.

10. Dispute Resolution Process

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

Step 1 — Internal Escalation

If your initial refund request was denied or you disagree with the resolution offered, you may request an escalation by replying to our customer service email at [email protected] with the subject line "Refund Escalation Request". A senior member of our team will review your case within 3–5 business days.

Step 2 — Good Faith Negotiation

We commit to engaging in good faith discussions to resolve any dispute fairly. We may request additional documentation or evidence during this stage and will communicate our final decision in writing via email.

Step 3 — Credit Card Chargeback

If you paid by credit or debit card and believe you have been charged incorrectly or fraudulently, you have the right to dispute the charge with your card issuer under the Fair Credit Billing Act (FCBA). We encourage customers to attempt resolution directly with us before initiating a chargeback, as chargebacks can result in delays and complications. However, this right is always available to you.

Step 4 — Consumer Protection Agencies

Consumers in the United States have the right to file complaints with consumer protection agencies, including:

• The Federal Trade Commission (FTC) at www.ftc.gov
• Your state's Attorney General's Office or consumer protection division
• The Better Business Bureau (BBB) at www.bbb.org

Step 5 — Binding Arbitration

Any unresolved disputes that cannot be settled through the above steps may be subject to binding arbitration under the rules of the American Arbitration Association (AAA), conducted in the United States. Both parties agree that arbitration shall be the exclusive remedy for unresolved disputes, and that class action lawsuits are waived to the fullest extent permitted by applicable law.

11. Third-Party Delivery Platform Orders

Costa Vida partners with third-party delivery services to bring our meals to your door. Please be aware of the following when ordering through these platforms:

• Orders placed through third-party platforms (such as DoorDash, Uber Eats, or Grubhub) are subject to those platforms' own refund and cancellation policies in addition to ours.
• Costa Vida is not responsible for delays, errors, or issues caused by third-party delivery drivers or platform technology.
• If your complaint relates to delivery conduct, a missing delivery, or a platform-related error, you should contact the third-party platform directly for assistance.
• If the issue was caused by Costa Vida (e.g., incorrect item prepared), contact us directly and we will work to resolve the matter regardless of the platform used.

12. Changes to This Refund Policy

Costa Vida reserves the right to update, modify, or amend this Refund Policy at any time. Any changes will be posted on our website at costavidameal.click with a revised effective date. Your continued use of our website or placement of orders following any such changes constitutes your acceptance of the updated policy. We encourage you to review this policy periodically.

13. Contact Information for Refund Requests

For all refund requests, questions, or concerns related to this policy, please contact our customer service team using the information below:

Our customer service team is available to respond to refund requests and inquiries. We aim to acknowledge all emails within 1–2 business days and to resolve most issues within 5–7 business days of the initial request.