Refund Policy

At Costa Vida, we are committed to delivering fresh, high-quality food and an exceptional dining experience to every customer. We understand that situations may arise where a refund or exchange is necessary, and we have established this Refund Policy to ensure a fair, transparent, and straightforward process for all our valued guests. Please read this policy carefully before placing an order or making a purchase through our website at fresh-costavida.click or at any of our locations.

1. Overview

This Refund Policy applies to all purchases made through our website fresh-costavida.click, mobile ordering platforms, in-store transactions, and any other sales channels operated by Costa Vida. By placing an order with us, you agree to the terms and conditions outlined in this policy. We reserve the right to update or modify this policy at any time, and any changes will be reflected on this page with an updated effective date.

As a food service business operating in the United States, Costa Vida is committed to complying with applicable federal and state consumer protection laws, including guidelines established by the Federal Trade Commission (FTC) under the FTC Act. Our goal is to resolve all refund and exchange requests promptly, professionally, and in a manner that prioritizes customer satisfaction.

2. Eligibility Conditions for Refunds

We want every customer to enjoy their Costa Vida experience. Refunds may be issued under the following conditions:

• Incorrect Order: You received an item that is different from what you ordered.
• Food Quality Issues: The food item was undercooked, spoiled, contaminated, or otherwise unfit for consumption at the time of delivery or pickup.
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Allergic Reactions Due to Mislabeling: You experienced an adverse reaction as a direct result of undisclosed or incorrectly labeled ingredients that were not communicated during the ordering process.
• Duplicate Charges: You were charged more than once for the same order due to a technical or billing error.
• Order Not Fulfilled: Your order was accepted and paid for but never prepared or delivered.

Refunds are evaluated on a case-by-case basis. Costa Vida reserves the right to request supporting evidence (such as photographs of the food, order confirmation numbers, or receipts) before processing any refund.

3. Timeframes for Refund Requests

To be eligible for a refund, you must contact us within the following timeframes:

Requests submitted after the specified timeframes may not be eligible for a refund. We encourage all customers to inspect their orders upon receipt and contact us as soon as possible if any issues are identified.

4. Non-Refundable Items and Services

Certain purchases are not eligible for refunds under any circumstances. Please review the following list carefully:

• Consumed Food Items: Food items that have been fully or substantially consumed are not eligible for a refund unless a food safety concern is documented.
• Change of Mind: Refunds are not issued for orders where you simply changed your mind after the order was prepared or delivered.
• Customization Errors Made by the Customer: If you provided incorrect customization instructions (e.g., wrong sauce, incorrect protein selection) during the ordering process, these items are not refundable.
• Promotional and Discounted Items: Items purchased as part of a limited-time promotion, bundle deal, or at a discounted rate are non-refundable unless they meet one of the eligibility conditions listed in Section 2.
• Gift Cards and Store Credits: Gift cards and promotional store credits are non-refundable and cannot be exchanged for cash.
• Catering Deposits: Deposits paid for catering orders are non-refundable once the order has been confirmed and preparation has begun, unless Costa Vida cancels the order.
• Delivery Fees: Delivery fees charged through third-party delivery platforms are subject to those platforms' own refund policies and are not refundable by Costa Vida directly.

5. How to Request a Refund (Step-by-Step)

If you believe you are entitled to a refund, please follow these steps to submit your request:

1. Gather Your Information: Collect your order confirmation number, receipt, date of purchase, and any relevant documentation such as photographs of the incorrect or unsatisfactory food item.
2. Contact Costa Vida: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: fresh-costavida.click
3. Describe Your Issue: In your message, clearly explain the nature of your complaint, the specific item(s) involved, and the resolution you are seeking (refund, replacement, or store credit).
4. Submit Supporting Evidence: Attach any relevant photos, screenshots, or documentation that supports your refund request. This helps us resolve your case more quickly and accurately.
5. Await Confirmation: Our team will acknowledge receipt of your request within 1–2 business days. We may follow up with additional questions if needed.
6. Resolution: Once your request has been reviewed and approved, we will notify you of the outcome and initiate the appropriate resolution (refund, replacement, or store credit) within the timeframes outlined in Section 6.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your funds depends on your original payment method. The following table outlines estimated processing times:

Costa Vida is not responsible for delays caused by financial institutions, payment processors, or third-party delivery platforms. If you have not received your refund after the expected timeframe, we recommend contacting your bank or payment provider first before reaching out to us.

7. Partial Refunds

In some situations, a partial refund may be issued rather than a full refund. Partial refunds may apply under the following circumstances:

• Only certain items in a multi-item order were unsatisfactory, missing, or incorrect.
• The food item was partially consumed before a quality issue was identified.
• A promotional discount was applied to the original order, and the refund amount reflects the actual amount paid rather than the full listed price.
• Delivery fees or service charges that are non-refundable are excluded from the total refund amount.
• The customer accepts a partial refund or store credit in lieu of a full monetary refund as an agreed resolution.

The amount of any partial refund will be communicated to the customer prior to processing, and customers will have the opportunity to accept or escalate the resolution before it is finalized.

8. Exchange Policy

Costa Vida offers exchanges under specific circumstances. If you received an incorrect food item, we will gladly replace it with the correct item at no additional cost, subject to the following conditions:

• The exchange request must be made within 30 minutes of receiving your order for in-store or curbside pickup transactions.
• For delivery orders, the exchange request must be submitted within 1 hour of receiving your delivery.
• The original incorrect item may be required to be returned or photographed before an exchange is processed.
• Exchanges are only available for items that differ from what was ordered — not for items that match the order but are not to the customer's taste preference.
• Exchanges are subject to product availability at the time of the request.

If an in-kind exchange is not possible (for example, due to store hours or ingredient availability), we will offer a store credit or refund of equivalent value as an alternative.

9. Cancellation Policy

We understand that plans change. Below is our cancellation policy for different order types:

9.1 Standard Online and In-App Orders

Orders placed through our website or mobile app can be canceled for a full refund within 5 minutes of placing the order, provided that preparation has not yet begun. Once food preparation has started, cancellations are no longer accepted, and no refund will be issued.

9.2 Catering Orders

Catering orders require advance scheduling and preparation. The following cancellation terms apply:

9.3 Cancellations Due to Costa Vida

If Costa Vida cancels your order for any reason (including but not limited to ingredient unavailability, operational issues, or technical errors), you will receive a full refund of the amount paid, processed within the timeframes outlined in Section 6.

10. 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:

Step 1: Internal Review

Contact our customer support team at [email protected] and request an escalation of your case to a senior customer service representative or manager. Please reference your original complaint number or order number in your communication. We aim to respond to escalated disputes within 3–5 business days.

Step 2: Formal Written Complaint

If your dispute remains unresolved after the internal review, you may submit a formal written complaint to our management team via email at [email protected] with the subject line "Formal Dispute — [Your Order Number]." We will conduct a thorough investigation and provide a written response within 10 business days.

Step 3: External Resolution

If you remain unsatisfied after exhausting our internal dispute resolution channels, you may seek assistance from the following external bodies:

• Federal Trade Commission (FTC): You may file a consumer complaint at www.ftc.gov.
• Better Business Bureau (BBB): You may submit a complaint through the BBB at www.bbb.org.
• State Attorney General's Office: Depending on your state of residence, you may contact your state's consumer protection division for additional assistance.
• Credit Card Chargeback: If you paid by credit card and believe you were wrongfully charged, you may initiate a chargeback through your card issuer. Please note that initiating a chargeback without first attempting resolution through Costa Vida may affect your ability to use our services in the future.

11. Fraud Prevention

Costa Vida takes fraudulent refund claims seriously. Any customer found to be submitting false, exaggerated, or repeated fraudulent refund requests may have their account suspended or permanently banned from our platform, and may be subject to further legal action as permitted under applicable United States federal and state law. We reserve the right to report suspected fraud to appropriate law enforcement and regulatory authorities.

12. Policy Amendments

Costa Vida reserves the right to amend, modify, or update this Refund Policy at any time without prior notice. Changes will be posted on this page at fresh-costavida.click with a revised effective date. Your continued use of our website or services following the posting of any changes constitutes your acceptance of the updated policy. We encourage you to review this policy periodically to stay informed of any updates.

13. Contact Information

If you have any questions, concerns, or would like to submit a refund request, please do not hesitate to contact our customer support team using the information below. We are here to help and committed to resolving your issue as quickly and fairly as possible.

This Refund Policy was last reviewed and updated on June 12, 2026. This policy applies to all transactions conducted through fresh-costavida.click and is governed by applicable United States federal consumer protection laws, including the Federal Trade Commission Act.