Refund Policy

Effective Date: May 17, 2026  |  Last Updated: May 17, 2026

1. Introduction

At Costa Vida, we are committed to delivering fresh, high-quality food and an exceptional customer experience. We understand that sometimes orders may not meet your expectations, and we want to make sure any concerns are handled fairly and efficiently. This Refund Policy governs all transactions processed through our website eat-costavida.click and any associated ordering platforms.

This policy is governed by applicable United States federal and state consumer protection laws, including the Federal Trade Commission (FTC) Act, which prohibits unfair or deceptive acts or practices in commerce. By placing an order with us, you acknowledge and agree to the terms outlined in this policy.

If you have any questions or concerns about a purchase, please contact us at [email protected] before initiating a chargeback or dispute with your financial institution.

2. Eligibility Conditions for Refunds

We want every customer to be satisfied with their order. A refund may be issued under the following circumstances:

• Your order was never received due to a verified delivery or fulfillment failure on our part.
• Your order contained incorrect items that were not as described or selected on your order confirmation.
• Your food was delivered in an unacceptable condition — for example, severely damaged, spoiled, or otherwise inedible upon arrival.
• You were charged more than once for the same order due to a technical or system error.
• Your order was canceled by Costa Vida prior to preparation or dispatch.
• A documented allergen was present in your food that was explicitly excluded from your order at the time of purchase.

Refunds are evaluated on a case-by-case basis. Costa Vida reserves the right to request supporting documentation, such as photographs of the item(s) received, order confirmation numbers, or other relevant evidence before approving a refund request.

Refunds will not be issued based solely on personal taste preferences, minor presentation differences, or general dissatisfaction unrelated to a specific order error or quality failure.

3. Non-Refundable Items and Services

The following are generally not eligible for a refund:

• Orders that have already been prepared and picked up in-store by the customer.
• Fully consumed or partially consumed food items where no specific defect or error has been reported.
• Digital gift cards, promotional codes, or loyalty rewards that have already been redeemed.
• Delivery fees charged by third-party delivery platforms (such fees are subject to the respective platform's refund policies).
• Orders where the customer provided an incorrect delivery address.
• Special promotional or limited-time deals that are explicitly marked as non-refundable at the time of purchase.
• Orders canceled by the customer after food preparation has already begun.

4. Timeframes for Refund Requests

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

Requests submitted outside the applicable timeframe may not be honored. We strongly encourage customers to inspect their orders upon receipt and contact us promptly if there are any issues.

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

Follow these steps to submit a refund request:

1. Gather Your Order Information: Locate your order confirmation email or receipt. Have your order number, the date and time of purchase, and the email address used to place the order ready.
2. Document the Issue: If applicable, take clear photographs of the incorrect, damaged, or unsatisfactory items. This evidence may be required to process your request.
3. Contact Us: Reach out to our customer support team via email at [email protected] or through our website at eat-costavida.click. Use the subject line: "Refund Request – [Your Order Number]".
4. Provide Required Details: In your message, include: your full name, order number, date of purchase, description of the issue, and any supporting photos or documentation.
5. Await Confirmation: Our customer support team will acknowledge your request within 1–2 business days and may follow up with additional questions if needed.
6. Refund Decision: Once your case has been reviewed, you will receive a written decision via email. If approved, your refund will be processed according to the payment method used (see Section 6 below).

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to appear in your account depends on the original payment method:

Please note that while we process refunds promptly upon approval, Costa Vida is not responsible for additional delays caused by your bank or financial institution. If your refund has not appeared after the stated timeframe, we recommend contacting your bank directly.

7. Partial Refunds

In certain situations, a partial refund may be issued rather than a full refund. Partial refunds may apply when:

• Only one or a few items in a multi-item order were incorrect or unsatisfactory.
• The customer partially consumed the order before reporting the issue, and the complaint pertains to a specific portion of the meal.
• A promotional discount was applied to the original order, and the refund amount reflects the discounted price paid.
• Delivery or service fees are non-refundable but the food items themselves qualify for a refund.
• The issue reported does not warrant a full refund based on Costa Vida's internal assessment and applicable policies.

The amount of any partial refund will be communicated to the customer in writing at the time the refund decision is made. Customers who disagree with a partial refund decision may escalate the issue through our dispute resolution process (see Section 10).

8. Exchange Policy

Due to the perishable nature of food products, we do not offer traditional item exchanges in the same manner as retail goods. However, we are committed to making things right in the following ways:

• In-Store Orders: If you received an incorrect item at one of our locations, please notify a team member immediately before leaving. We will remake or replace the item at no additional cost.
• Online / Delivery Orders: If an incorrect item was delivered, we will either issue a refund for the item or, where feasible, arrange for the correct item to be delivered without an additional charge, subject to our operational capacity and delivery area.
• Store Credit Option: In some cases, instead of a monetary refund, we may offer store credit of equal or greater value as an alternative resolution. Store credit does not expire and can be used on any future order.

Exchange requests must be made within the same timeframes as refund requests (see Section 4). We reserve the right to determine the most appropriate resolution for each situation.

9. Cancellation Policy

We understand that plans can change. Please review our cancellation policy before placing an order:

9.1 Customer-Initiated Cancellations

• Before Preparation Begins: If you cancel your order before food preparation has started, you are entitled to a full refund. Please contact us immediately at [email protected] or call us directly to request a cancellation.
• After Preparation Has Begun: Once food preparation has started, cancellations are generally not accepted and no refund will be issued. In exceptional circumstances (such as a medical emergency), please contact us and we will review your request on a case-by-case basis.
• Catering or Large Group Orders: Cancellations for catering or group orders must be made at least 48 hours in advance to receive a full refund. Cancellations made within 24–48 hours may be subject to a 50% cancellation fee. No refund will be issued for cancellations made less than 24 hours before the scheduled order time.

9.2 Costa Vida-Initiated Cancellations

In rare circumstances, Costa Vida may need to cancel an order due to ingredient availability issues, technical errors, or other operational constraints. In such cases, the customer will be notified as soon as possible and a full refund will be issued automatically within 5–10 business days.

10. Dispute Resolution Process

If you are dissatisfied with the outcome of your refund request, we encourage you to follow the steps below to resolve the dispute:

10.1 Internal Escalation

First, contact our customer support team and request that your case be escalated to a senior team member or manager. Provide your original case reference number and a clear explanation of why you believe the initial decision was incorrect. We will respond to escalated complaints within 3–5 business days.

10.2 Written Complaint

If the escalation does not resolve your concern, you may submit a formal written complaint to:

We will review all formal complaints within 10 business days and provide a final written response.

10.3 External Dispute Options

If you remain unsatisfied after exhausting our internal processes, you may consider the following options:

• Chargeback with Your Bank: You have the right to dispute a charge with your credit card issuer or bank. Please note that initiating a chargeback without first attempting to resolve the issue with us may affect your ability to use our services in the future.
• FTC Complaint: You may file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov if you believe you have been treated unfairly.
• State Consumer Protection Agency: Depending on your state of residence, you may also file a complaint with your state's consumer protection agency or Attorney General's office.
• Better Business Bureau (BBB): You may file a complaint at www.bbb.org.

Costa Vida is committed to resolving all customer concerns in good faith and in compliance with applicable U.S. consumer protection laws.

11. California Residents — Additional Rights

If you are a resident of California, you may have additional rights under the California Consumer Privacy Act (CCPA) and the California Consumer Protection Laws. For questions about your rights as a California consumer, please contact us at [email protected].

12. Changes to This Refund Policy

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

13. Contact Information

If you have any questions, concerns, or wish to submit a refund request, please contact us using the information below: