Refund Policy

Effective Date: May 28, 2026 | Last Updated: May 28, 2026

1. Introduction

Costa Vida ("we," "us," or "our") operates the website costavidameal.digital and provides food ordering and delivery services to customers across the United States. We understand that occasionally an order may not meet your expectations, and we have established this comprehensive Refund Policy to ensure a fair and transparent process for all parties.

By placing an order through our website, you agree to the terms set forth in this Refund Policy. We encourage you to read this document carefully before completing any purchase. If you have any questions, please contact us at [email protected] prior to placing your order.

This policy is governed by applicable United States federal and state consumer protection laws, including the Federal Trade Commission Act (FTC Act), and any applicable state-level regulations regarding food service and e-commerce transactions.

2. Eligibility Conditions for Refunds

To be eligible for a refund, your request must meet one or more of the following conditions:

• Incorrect Order: You received an item or meal that is different from what you ordered, as confirmed by your order receipt or confirmation email.
• Missing Items: One or more items from your confirmed order were not included in your delivery or pickup order.
• Food Quality Issues: The food received was spoiled, undercooked, overcooked, or otherwise unfit for consumption due to a preparation error on our part.
• Allergic Reactions Due to Mislabeling: If you specifically requested the omission of an allergen and it was included despite your clear instruction, you may be eligible for a full refund. Note: You must notify us immediately and seek medical attention if necessary.
• Failed Delivery: Your order was confirmed and paid for but was never delivered within the estimated delivery window without prior notice from our team.
• Duplicate Charges: You were charged more than once for a single order due to a technical or billing error on our platform.
• Order Cancellation Before Preparation: You successfully canceled your order before it entered the food preparation stage (see Section 8 for cancellation details).

3. Timeframes for Refund Requests

All refund requests must be submitted within the following timeframes to be considered eligible:

Requests submitted outside of these timeframes will generally not be accepted. However, we may exercise discretion in exceptional circumstances. To request an exception, please contact us directly at [email protected] with a detailed explanation.

4. Non-Refundable Items and Services

Certain items and circumstances are not eligible for a refund under this policy:

• Change of Mind: Refunds are not issued simply because you changed your mind after placing and receiving your order.
• Partially Consumed Food: If more than a reasonable portion of a meal has been consumed, we may not issue a refund unless there is a verifiable quality issue.
• Customer Error: If you selected the wrong item, size, customization, or quantity, and the order was prepared correctly per your specifications, no refund will be issued.
• Promotions and Discounted Items: Items purchased using promotional discounts, coupon codes, or special offers may have limited or no refund eligibility, depending on the terms of the promotion.
• Delivery Fees: Delivery fees are non-refundable unless the delivery was never attempted or completed due to our error.
• Service Fees and Platform Charges: Processing fees or service charges applied at checkout are non-refundable.
• Orders Delivered to Wrong Address Due to Customer Input Error: If an incorrect delivery address was entered by the customer, Costa Vida is not liable for the failed delivery.
• Gift Cards and Store Credits: These are non-refundable once purchased or applied to an order.

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

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

1. Gather Your Information: Before contacting us, have the following ready:
   • Your full name and contact information
   • Order number (found in your confirmation email)
   • Date and time of your order
   • Description of the issue
   • Photographic evidence (if applicable — e.g., incorrect items, food quality issues)
2. Contact Us via Email: Send your refund request to [email protected] with the subject line: "Refund Request – [Your Order Number]". Include all relevant details and attach any supporting photos.
3. Alternatively, Use Our Website: Visit costavidameal.digital and navigate to the Contact or Support section to submit a refund request form.
4. Await Confirmation: You will receive an acknowledgment of your request within 1–2 business days. We may follow up with additional questions or request further evidence.
5. Refund Decision: Our team will review your request and notify you of the outcome within 3–5 business days of receiving all necessary information.
6. Refund Issuance: If approved, your refund will be processed according to the payment method timelines outlined in Section 6 below.

6. Refund Processing Times by Payment Method

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

Please note that while we process refunds promptly on our end, your financial institution or payment processor may take additional time to reflect the credit in your account. We are not responsible for delays caused by third-party payment processors or banks.

7. Partial Refunds

In some situations, a partial refund may be more appropriate than a full refund. Partial refunds may be issued in the following circumstances:

• Only one item out of a multi-item order was incorrect or missing.
• The food quality issue affected only part of the order.
• A customization request was partially fulfilled (e.g., one topping was missing out of several requested).
• The order was partially consumed before the issue was identified, but the remaining portion was clearly defective or unfit for consumption.
• A discount or promotional code was applied that partially covers the order value.

Partial refunds will reflect the actual value of the affected items minus any applicable non-refundable fees. The exact amount will be communicated to you in the refund decision notification.

8. Cancellation Policy

We understand that plans can change. Our cancellation policy is designed to be as flexible as possible while accounting for the real-time nature of food preparation.

8.1 Cancellations Before Preparation

You may cancel your order for a full refund if the cancellation request is made before your order has entered the food preparation stage. Given the speed of our kitchen operations, this window is typically 5 minutes or less from the time of order placement.

To cancel immediately, contact us at [email protected] or call us as soon as possible after placing your order.

8.2 Cancellations After Preparation Has Begun

Once your order has entered the preparation stage, we are generally unable to cancel it or issue a full refund, as ingredients have been used and staff resources have been committed. However, at our discretion, we may offer a partial refund or store credit depending on how far along the preparation is.

8.3 Scheduled Orders

If you have placed a scheduled or advance order, you may cancel it up to 2 hours before the scheduled preparation time for a full refund. Cancellations made within 2 hours of the scheduled time may be subject to a partial refund or cancellation fee.

8.4 Catering or Bulk Orders

Catering or bulk orders require a minimum of 24 hours' notice for cancellation. Cancellations made with less than 24 hours' notice may be subject to a cancellation fee of up to 50% of the total order value, as ingredients may have already been procured and staff scheduled.

9. Exchange Policy

Due to the nature of food products and food safety regulations, we are generally unable to offer direct exchanges on prepared food items. Once food has been prepared and dispatched, it cannot be returned and replaced in the traditional sense.

However, in cases where an incorrect item was delivered, we may offer:

• Re-delivery of the correct item at no additional charge (subject to availability and operational hours).
• A full or partial refund for the incorrect item.
• Store credit equivalent to the value of the affected item for use on a future order.

Re-delivery options are subject to delivery area availability and may not always be possible. Our team will communicate available options to you when reviewing your request.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we want to ensure there is a fair process to address your concerns.

10.1 Internal Escalation

If your initial refund request has been denied or you believe the resolution was inadequate, you may request an escalation by replying to our decision email with the subject line: "Escalation Request – [Your Order Number]". Your case will be reviewed by a senior member of our customer service team within 5 business days.

10.2 Chargeback Process

You have the right to file a chargeback with your credit or debit card issuer if you believe you were charged incorrectly or did not receive the goods or services you paid for. We strongly encourage you to contact us first, as most issues can be resolved quickly without the need for a chargeback. However, we respect your rights under the Fair Credit Billing Act (FCBA) and will cooperate with any legitimate chargeback investigation.

10.3 Consumer Protection Agencies

If you believe your consumer rights have been violated, you may file a complaint with the following:

• Federal Trade Commission (FTC): www.ftc.gov or 1-877-FTC-HELP
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your state's Attorney General or Department of Consumer Affairs

10.4 Informal Dispute Resolution

Before initiating any formal legal proceedings, we request that you allow us the opportunity to resolve any dispute informally by contacting us directly at [email protected]. We are committed to reaching a fair resolution and will make every reasonable effort to address your concerns promptly.

11. Chargebacks and Fraudulent Claims

We take fraudulent refund claims and unjustified chargebacks seriously. If we determine that a refund request or chargeback is fraudulent, exaggerated, or made in bad faith, we reserve the right to:

• Deny the refund request entirely.
• Suspend or permanently terminate the associated customer account.
• Dispute the chargeback with supporting evidence.
• Pursue legal remedies available under applicable United States law.

We maintain detailed records of all orders, deliveries, and communications to support the resolution of any disputes.

12. Modifications to This Policy

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

For material changes, we will make reasonable efforts to notify registered users via email or a notice on our website homepage.

13. Governing Law

This Refund Policy is governed by and construed in accordance with the laws of the United States of America. Any disputes arising under this policy shall be subject to the jurisdiction of the appropriate federal or state courts, as applicable. Consumers in California also have additional rights under the California Consumer Privacy Act (CCPA/CPRA) and other state-specific consumer protection statutes.

14. Contact Information

For all refund requests, questions, or concerns related to this policy, please contact us through the following channels: