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 there are occasions when an order may not meet your expectations, and we have established this Refund Policy to address such situations fairly and transparently. Please read this policy carefully before placing an order through our website or any associated ordering platform.

This Refund Policy governs all purchases made through vida-costas.world and applies to all customers within the United States. By placing an order with Costa Vida, you agree to the terms outlined in this policy. We reserve the right to update this policy at any time, and changes will be effective upon posting to our website.

1. Eligibility Conditions for Refunds

We want every customer to be satisfied with their Costa Vida experience. Refunds may be issued under the following circumstances:

• Incorrect Order: You received items that were different from what you ordered (e.g., wrong protein, incorrect toppings, missing items).
• Food Quality Issues: The food delivered or prepared was of unacceptable quality, including but not limited to undercooked items, foreign objects in the food, or spoiled ingredients.
• Allergic Reactions Due to Our Error: If you clearly specified an allergy or dietary restriction at the time of ordering and we failed to accommodate it, resulting in an adverse reaction.
• Undelivered Orders: You were charged for an order that was never delivered or made available for pickup.
• Duplicate Charges: Your payment method was charged more than once for a single transaction.
• Technical Errors: A verified technical malfunction on our ordering platform caused an incorrect charge or failed to process your order properly.

To be eligible for a refund, you must meet the following general requirements:

• The refund request must be submitted within the applicable timeframe described in Section 2 below.
• You must provide verifiable proof of purchase, such as an order confirmation number, receipt, or transaction ID.
• The concern must relate to an order placed directly through vida-costas.world or our authorized ordering channels.
• The issue must be reported in good faith and supported by reasonable documentation or explanation.

2. Timeframes for Refund Requests

Timely reporting is essential for us to investigate and resolve issues effectively. Please adhere to the following timeframes when submitting a refund request:

Requests submitted outside of these timeframes may not be eligible for a refund. However, Costa Vida may review late submissions on a case-by-case basis at its sole discretion. We strongly encourage all customers to inspect their orders upon receipt and report any issues promptly.

3. Non-Refundable Items and Services

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

• Consumed Food Items: Orders that have been substantially consumed before a complaint is raised, unless a health or safety concern is identified.
• Change of Mind: Refunds will not be issued solely because you changed your mind after a correctly prepared order was delivered or picked up.
• Customization Errors by Customer: If you selected incorrect customizations or forgot to mention dietary preferences at the time of ordering, and the order was prepared exactly as specified.
• Promotional or Discounted Items: Items purchased under special promotions, discounts, or limited-time offers may not be eligible for refunds unless they were incorrectly prepared.
• Gift Cards and Digital Credits: Purchased gift cards and promotional credits are non-refundable and cannot be redeemed for cash.
• Third-Party Delivery Fees: Delivery fees charged by third-party delivery platforms are not within our control and must be disputed directly with the relevant platform.
• Catering Deposits: Non-refundable deposits made for catering orders, as outlined in your catering agreement.
• Orders Placed Through Third-Party Apps: Orders placed through third-party delivery applications (e.g., DoorDash, Uber Eats, Grubhub) are subject to the refund policies of those platforms. Costa Vida is not liable for transactions conducted through third-party services.

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

To submit a refund request with Costa Vida, please follow these steps carefully:

1. Step 1 — Gather Your Information: Before contacting us, collect all relevant details about your order, including your order confirmation number, date and time of purchase, items ordered, total amount charged, and a description of the issue.
2. Step 2 — Document the Issue: If possible, take clear photographs of the food item(s) in question. Visual documentation significantly helps us evaluate your claim and resolve it more quickly.
3. Step 3 — Contact Costa Vida: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: vida-costas.world
4. Step 4 — Provide Details: In your message or form submission, include your full name, contact information, order number, the nature of the issue, and any supporting documentation (photos, receipts, etc.).
5. Step 5 — Await Confirmation: Our customer support team will acknowledge receipt of your request within 1–2 business days and may follow up with additional questions to verify the claim.
6. Step 6 — Resolution: Once your request has been reviewed and approved, you will be notified of the outcome. If a refund is granted, it will be processed according to the timeframes outlined in Section 5 below.

5. Refund Processing Times by Payment Method

Once a refund has been approved by Costa Vida, the time it takes for the funds to appear in your account will depend on your original payment method:

Please note that while Costa Vida processes refunds promptly upon approval, the actual credit to your account is subject to your bank or payment provider's processing times. Costa Vida is not responsible for delays caused by third-party financial institutions.

6. Partial Refunds

In certain circumstances, a partial refund may be issued rather than a full refund. Partial refunds may be applicable in the following situations:

• Only a portion of your order was incorrect, missing, or unsatisfactory, while the remainder was prepared and delivered correctly.
• The issue reported affects only specific items within a larger catering or group order.
• A promotional discount or coupon was applied to the original order, and the refund will be calculated based on the actual amount paid.
• An order was partially consumed before the issue was reported, and the remaining portion is still within refund eligibility.
• Our customer support team determines that full compensation is not warranted based on the nature and extent of the issue.

Partial refunds will be clearly itemized and explained in the resolution notification sent to the customer. If you disagree with the partial refund determination, you may escalate the matter as described in Section 9 of this policy.

7. Exchange Policy

Due to the perishable nature of food products, Costa Vida generally does not offer direct item-for-item exchanges after an order has been prepared and delivered. However, in cases where an order was prepared incorrectly — such as a wrong protein, wrong burrito style, or missing add-ons — we may offer the following remedies at our discretion:

• Replacement Order: A corrected replacement order may be prepared and provided at no additional cost to the customer. This option is most feasible for dine-in or pickup customers.
• Store Credit: Instead of a monetary refund, we may offer store credit equivalent to the value of the incorrect or unsatisfactory item(s), redeemable on a future order.
• Complimentary Item: In some cases, we may offer a complimentary item on your next visit as a goodwill gesture.

To request an exchange or replacement, please contact us within the applicable timeframe using the steps outlined in Section 4. Exchanges are not guaranteed and are subject to availability and the specific circumstances of each case.

8. Cancellation Policy

We understand that plans change. Our cancellation policy is designed to be as accommodating as possible while accounting for the fresh, made-to-order nature of our food preparation process.

8.1 Standard Online Orders

• Cancellation Within 5 Minutes of Ordering: If you cancel your order within 5 minutes of placing it and before food preparation has begun, you are eligible for a full refund.
• Cancellation After Food Preparation Has Begun: Once our kitchen has begun preparing your order, cancellations may not be eligible for a full refund. A partial refund or store credit may be offered at our discretion.
• No-Shows for Pickup Orders: If you placed a pickup order and fail to collect it within a reasonable time without notifying us, the order may be disposed of and a refund may not be available.

8.2 Catering Orders

• Cancellation More Than 72 Hours in Advance: Full refund of payments made, minus any non-refundable deposit as specified in your catering agreement.
• Cancellation Between 24–72 Hours in Advance: 50% refund of the total order value, minus the non-refundable deposit.
• Cancellation Less Than 24 Hours in Advance: No refund will be issued due to the preparation and ingredient costs already incurred.

To cancel an order, contact us immediately at [email protected] or through our website at vida-costas.world. Cancellations sent outside of business hours will be timestamped upon receipt the following business day.

9. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Costa Vida provides the following escalation and dispute resolution process:

1. Internal Escalation: Reply to the resolution email you received and request that your case be escalated to a senior customer service representative or manager. Provide any additional information or documentation that supports your position.
2. Management Review: A Costa Vida manager will review the escalated dispute and provide a final internal determination within 5 business days.
3. Chargeback Rights: As a customer in the United States, you retain your rights under applicable federal and state consumer protection laws, including the right to dispute a charge with your credit card issuer or bank. Under the Fair Credit Billing Act (FCBA), you may dispute billing errors with your card issuer within 60 days of the statement date on which the charge appeared.
4. Consumer Protection Agencies: You may file a complaint with the Federal Trade Commission (FTC) at ftc.gov or with your state's consumer protection office if you believe our practices violate applicable law.
5. Better Business Bureau (BBB): You may also submit a complaint to the Better Business Bureau for mediation assistance.

10. Consumer Rights Under U.S. Law

Costa Vida operates in full compliance with applicable United States federal and state consumer protection laws, including:

• The Federal Trade Commission Act (FTC Act): Prohibits unfair or deceptive acts or practices in commerce. Costa Vida is committed to honest and transparent business practices.
• The Fair Credit Billing Act (FCBA): Provides consumers with the right to dispute billing errors on credit card statements.
• California Consumer Privacy Act (CCPA/CPRA): If you are a California resident, you have specific rights regarding your personal data. Please refer to our Privacy Policy for more information.
• State Food Safety Laws: Costa Vida adheres to all applicable federal and state food safety regulations. If you believe a food safety violation has occurred, you may contact your local health department in addition to reaching out to us.

11. Amendments to This Policy

Costa Vida reserves the right to amend, modify, or update this Refund Policy at any time without prior notice. Changes will become effective immediately upon posting to our website at vida-costas.world. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage customers to review this policy periodically to stay informed of any changes.

Continued use of our ordering platform or services after any changes to this policy constitutes your acceptance of the revised terms.

12. Contact Information for Refund Requests

For all refund requests, questions, or concerns related to this policy, please contact our customer support team using the details below. We are committed to responding to all inquiries promptly and professionally.

When contacting us, please include your order number, the date of your purchase, the nature of your concern, and any supporting documentation. This will allow us to process your request as efficiently as possible.

This Refund Policy was last reviewed and updated on March 20, 2026. Costa Vida strives to provide every customer with a fresh, satisfying experience, and we appreciate your trust in our brand.