Refund Policy

At Costa Vida, we are committed to delivering a high-quality dining experience and ensuring complete customer satisfaction with every order. We understand that issues may occasionally arise, and this Refund Policy outlines the terms and procedures governing refund requests, cancellations, exchanges, and dispute resolution for all purchases made through our website costavida.digital or any affiliated ordering platform. Please read this policy carefully before placing an order.

This policy applies to all customers located in the United States and is governed by applicable federal and state consumer protection laws, including the Federal Trade Commission (FTC) Act. Where applicable, California residents may also have additional rights under the California Consumer Privacy Act (CCPA/CPRA).

1. General Refund Philosophy

Costa Vida takes pride in the freshness, quality, and preparation of all food items we offer. Because our products are perishable food items prepared upon order, our refund eligibility conditions are specific and time-sensitive. We strive to resolve every concern fairly and promptly, and we encourage customers to contact us as soon as an issue arises so we can find the most appropriate resolution.

We reserve the right to approve or deny refund requests based on the information provided, the nature of the issue, and whether the circumstances fall within the eligibility criteria described in this policy.

2. Eligibility Conditions for Refunds

A refund request may be considered eligible under the following conditions:

• Incorrect Order: You received an item that is materially different from what you ordered (e.g., wrong protein, wrong dish, significant missing components).
• Missing Items: One or more items you paid for were not included in your order or delivery.
• Food Quality Issues: The food received was visibly spoiled, undercooked, or otherwise unsafe for consumption at the time of delivery or pickup.
• Duplicate Charges: You were charged more than once for the same order due to a technical or payment processing error.
• Order Not Received: Your order was confirmed and charged but was never delivered and cannot be traced by the delivery partner or our records.
• Significant Delay: Your order arrived with an unreasonable delay that rendered the food unsuitable for consumption, as reasonably determined by Costa Vida.
• Allergic Reaction Due to Our Error: Your order contained an allergen you specifically requested be excluded, resulting in a documented adverse reaction.

Refunds are evaluated on a case-by-case basis. Meeting one of the above conditions does not automatically guarantee a full refund; however, we will work diligently to reach a fair resolution.

3. Timeframes for Refund Requests

All refund requests must be submitted within the following time windows to be considered for review:

4. Non-Refundable Items and Situations

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

• Orders that have been fully consumed or substantially eaten before the complaint is raised, except in cases of documented food safety issues.
• Change of mind after the order has been placed and preparation has begun.
• Customizations or special requests that were honored correctly but the customer later decides they do not prefer the result.
• Promotional, discounted, or complimentary items provided as part of a special offer or loyalty program.
• Gift cards and digital credits once they have been redeemed or used.
• Delivery fees charged by third-party delivery services (these are subject to the third-party's own refund policy).
• Orders delayed due to circumstances beyond our reasonable control, including severe weather, traffic conditions, or third-party delivery service disruptions.
• Minor variations in food presentation, portion size, or visual appearance that do not affect the fundamental quality or correctness of the item ordered.
• Orders where the customer provided an incorrect address or contact information.

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

To submit a refund request with Costa Vida, please follow these steps carefully to ensure your request is processed as quickly as possible:

1. Step 1 — Contact Us: Reach out to our customer support team via email at [email protected] or through the contact form available on our website at costavida.digital. Please do not delay — time-sensitive issues must be reported promptly.
2. Step 2 — Provide Your Order Details: Include the following information in your message:
   • Full name used when placing the order
   • Order confirmation number or reference ID
   • Date and time of the order
   • Delivery or pickup location
   • Description of the issue you experienced
3. Step 3 — Submit Supporting Evidence: Where applicable, attach clear photographs of the food item(s) in question, your receipt or order confirmation email, and any other documentation that supports your claim (such as a screenshot of a duplicate charge).
4. Step 4 — Await Confirmation: Our team will send you an acknowledgment of your request within 1–2 business days confirming receipt and notifying you of the next steps.
5. Step 5 — Review and Decision: Our customer support team will review your request, investigate the issue internally, and communicate a decision to you within 3–5 business days of receiving all required information.
6. Step 6 — Resolution: If your refund is approved, we will process it according to the timelines outlined in Section 6 below. You will receive written confirmation of the refund decision and amount.

6. Refund Processing Times by Payment Method

Once a refund has been approved by Costa Vida, the processing time will depend on the payment method used at the time of purchase:

Please note that while Costa Vida processes refunds promptly upon approval, the time for the funds to appear in your account is dependent on your financial institution or payment provider and is beyond our direct control. If you do not see the refund reflected within the estimated timeframe, we recommend contacting your bank or card issuer directly.

7. Partial Refunds

In certain circumstances, Costa Vida may issue a partial refund rather than a full refund. This may occur when:

• Only a portion of your order was incorrect, missing, or unsatisfactory, and the remainder was delivered as expected.
• The issue reported affected one item in a multi-item order, and the other items were received in satisfactory condition.
• A partial compensation is deemed appropriate based on the nature and severity of the issue.
• We choose to issue a partial refund in combination with a store credit or complimentary item as a goodwill gesture.

The determination of whether a full or partial refund is appropriate rests with Costa Vida's customer service team, based on the evidence provided and internal review of the order details.

8. Exchange Policy

Due to the nature of freshly prepared food products, traditional item exchanges are not always logistically feasible. However, Costa Vida will make every reasonable effort to accommodate the following exchange scenarios:

• Wrong Item Delivered: If you received an entirely different item than what you ordered, we will arrange for the correct item to be prepared and delivered or made available for pickup at no additional cost, where operationally feasible.
• Allergenic Substitution Error: If an allergen-related substitution was not honored, we will prioritize correcting the order immediately and may offer a complimentary replacement in addition to any applicable refund.
• Store Credit in Lieu of Exchange: Where an in-kind exchange is not possible (e.g., store is closed, delivery window has passed), we may offer a store credit of equivalent or greater value to be used on a future order.

Exchanges are not available for items that were prepared correctly per the order specifications, items the customer simply did not enjoy, or items that have been substantially consumed.

9. Cancellation Policy

Once an order is placed through costavida.digital or a partner platform, our kitchen team may begin preparation almost immediately. Therefore, our cancellation window is very limited.

9.1 Cancellation Before Preparation Begins

If you wish to cancel your order, you must do so within 5 minutes of placing the order and before preparation has commenced. To cancel, contact us immediately at [email protected] and include your order number. If the cancellation is received in time and preparation has not yet started, you will receive a full refund.

9.2 Cancellation After Preparation Has Begun

If your order is already being prepared, cancellation is generally not possible, and no refund will be issued. In exceptional circumstances (e.g., documented emergency), Costa Vida may issue a partial store credit at its sole discretion.

9.3 Cancellations by Costa Vida

In rare circumstances, Costa Vida may need to cancel your order due to ingredient unavailability, unforeseen operational issues, or reasons beyond our control. In such cases, you will be notified promptly and issued a full refund to your original payment method within the applicable processing timeframe.

10. Dispute Resolution Process

If you are unsatisfied with the outcome of your refund request, Costa Vida provides a structured dispute resolution process to ensure your concerns are addressed fairly.

10.1 Internal Escalation

You may escalate your dispute by sending a written request to [email protected] with the subject line "Refund Dispute Escalation". Include your original case or order number and a detailed explanation of why you believe the initial decision was incorrect. A senior member of our customer service team will review your escalation and respond within 5 business days.

10.2 Chargeback Rights

Customers retain the right to initiate a chargeback through their bank or card issuer in accordance with applicable financial institution policies. However, we strongly encourage customers to allow Costa Vida the opportunity to resolve the dispute directly before initiating a chargeback, as this allows for a faster and more straightforward resolution.

10.3 FTC and Consumer Protection Agencies

If you believe your consumer rights have been violated and an internal resolution has not been achieved, you may file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or with your state's Attorney General consumer protection office. Costa Vida is committed to full compliance with all applicable federal and state consumer protection laws.

10.4 Informal Resolution Preference

We strongly prefer to resolve all disputes amicably and without recourse to formal legal proceedings. If you have a concern, please contact us first and give our team the opportunity to make it right. Most issues can be resolved quickly and satisfactorily through direct communication.

11. Third-Party Delivery Platforms

Orders placed through third-party food delivery platforms (such as DoorDash, Uber Eats, Grubhub, or similar services) may be subject to those platforms' own refund and cancellation policies. In such cases:

• The third-party platform may handle the refund process independently.
• Costa Vida may have limited visibility or control over the resolution process initiated through a third-party platform.
• We recommend contacting the relevant platform directly for issues related to delivery, tracking, or platform-specific charges.
• For food quality or accuracy issues arising from third-party orders, you may still contact Costa Vida directly, and we will work with the platform to facilitate a resolution where possible.

12. Changes to This Refund Policy

Costa Vida reserves the right to update, modify, or amend this Refund Policy at any time. Changes will be effective immediately upon posting to costavida.digital, and 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 ordering services following any changes constitutes acceptance of the revised policy.

13. Contact Information for Refund Requests

For all refund inquiries, cancellations, or related concerns, please reach out to our customer support team using the contact details below. We are committed to responding to all inquiries in a timely and professional manner.

This Refund Policy was last updated on April 3, 2026, and applies to all orders placed through costavida.digital and affiliated ordering channels operated by Costa Vida in the United States. This policy does not affect any statutory rights you may have under applicable U.S. federal or state consumer protection law.