Refund Policy

At Costa Vida, we are committed to delivering high-quality food products and an exceptional customer experience. We understand that situations may arise where a refund or exchange is necessary. This Refund Policy outlines the conditions, procedures, and timeframes applicable to all refund and exchange requests made through our website costavida.click or at our physical locations. Please read this policy carefully before placing an order.

1. General Overview

Costa Vida operates as a food business in the United States and is subject to applicable federal and state consumer protection laws, including regulations enforced by the Federal Trade Commission (FTC) under the FTC Act. Our refund policy is designed to be fair, transparent, and compliant with all applicable legal requirements.

By placing an order with Costa Vida — whether online through costavida.click, via phone, or in person — you agree to the terms outlined in this Refund 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.

2. Eligibility Conditions for Refunds

To be eligible for a refund, your request must meet the following conditions:

• The refund request must be submitted within the applicable timeframe outlined in Section 3 of this policy.
• The order must have been placed directly through costavida.click, by phone, or at a Costa Vida location.
• The issue must fall under one of the qualifying categories listed below.
• You must provide proof of purchase, such as an order confirmation number, receipt, or email confirmation.
• The complaint must be made in good faith and with accurate, verifiable information.

2.1 Qualifying Reasons for a Refund

We will consider refund requests for the following reasons:

3. Timeframes for Refund Requests

All refund requests must be submitted within the following timeframes from the date and time of purchase or delivery:

• In-store purchases: Refund requests must be made within 24 hours of the original transaction at the same location where the purchase was made.
• Online orders (pickup): Requests must be submitted within 24 hours of the confirmed pickup time.
• Online orders (delivery): Requests must be submitted within 48 hours of the confirmed delivery time.
• Catering orders: Cancellation or refund requests for catering must be made at least 48 hours before the scheduled event date to qualify for a full refund. Requests made within 48 hours of the event may qualify for a partial refund only.
• Billing disputes (duplicate charges): Must be reported within 7 calendar days of the transaction date.

4. Non-Refundable Items and Services

The following items and circumstances are not eligible for a refund under any condition:

• Prepared food items that have been consumed (partially or fully) without a documented quality issue.
• Orders where incorrect customization was requested by the customer (e.g., wrong toppings selected by the customer at checkout).
• Promotional or discounted items purchased as part of a limited-time offer, unless the item itself is defective or incorrect.
• Gift cards and digital vouchers issued by Costa Vida.
• Orders placed through third-party delivery platforms (such as DoorDash, Uber Eats, Grubhub, etc.) — please contact the respective third-party platform directly for refunds on those orders.
• Service fees and delivery fees charged by third-party providers.
• Orders where delivery delays were caused by weather events, traffic conditions, or other circumstances outside of Costa Vida's control.

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

To initiate a refund request, please follow the steps below carefully. Incomplete submissions may result in delays or denial of your request.

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:

7. Partial Refunds

In certain situations, only a partial refund may be issued. Partial refunds may apply in the following circumstances:

• Only a portion of the items in an order were incorrect or missing.
• A catering order was canceled within 48 hours of the scheduled event date.
• An order was partially consumed before a quality issue was identified (evaluated on a case-by-case basis).
• A promotional discount was applied to the original order; the refund will reflect the actual amount paid after discounts.
• A delivery fee was charged but the food itself was delivered correctly — only the food item cost may be refunded, not the delivery fee.

The amount of a partial refund will be determined by our customer service team based on the specific circumstances of each case and communicated to you during the review process.

8. Exchange Policy

Costa Vida offers exchanges for food items in the following situations:

• Incorrect Item Received: If you received an item that differs from what you ordered, we will replace it with the correct item at no additional charge, subject to availability.
• Preparation Error: If your order was prepared incorrectly due to an error on our part (e.g., wrong protein, missing ingredient you specified), we will remake the item.
• Quality Concern: If your food item does not meet our quality standards, we will offer to replace it or issue a refund at your preference.

Exchanges must be requested within the same timeframes as refund requests (see Section 3). For in-store exchanges, please return to the location where your order was placed and speak with a team member or manager. For online orders, contact us at [email protected] to arrange an exchange or replacement.

Please note that exchanges are subject to ingredient availability and may not always be possible. In such cases, a full or partial refund will be offered instead.

9. Cancellation Policy

The ability to cancel an order depends on the type of order and the stage of preparation at the time of the cancellation request.

9.1 Standard Online and In-Store Orders

Because food preparation begins promptly after an order is received, cancellations are only possible if requested before the order has entered the preparation stage. Once preparation has begun, cancellations will not be accepted and no refund will be issued for change-of-mind cancellations.

To attempt a cancellation, contact us immediately at [email protected] or call our customer service line. We will make every effort to accommodate your request, but we cannot guarantee cancellation once the order has been submitted.

9.2 Catering and Large Group Orders

Catering orders require advance notice for cancellation. The following cancellation schedule applies:

9.3 Scheduled or Pre-Ordered Meals

Pre-orders scheduled for a future date or time may be canceled at least 2 hours before the scheduled pickup or delivery time for a full refund. Cancellations made within 2 hours of the scheduled time will not be eligible for a refund.

10. Dispute Resolution Process

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

10.1 Internal Escalation

If your initial refund request is denied or you disagree with the resolution provided, you may request to have your case reviewed by a senior member of our customer service team or a store manager. To escalate your dispute, send an email to [email protected] with the subject line "Refund Dispute – [Your Order Number]" and include all previous correspondence. We will respond to escalated disputes within 5–7 business days.

10.2 External Dispute Resolution

If an internal resolution cannot be reached, you may pursue the following external options:

• Chargeback through your financial institution: If you believe you have been incorrectly charged, you have the right to contact your bank or credit card issuer to dispute the charge. Please note that chargebacks initiated without first contacting Costa Vida may affect your ability to place future orders.
• FTC Complaint: Consumers in the United States may file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov if they believe a business practice is deceptive or unfair.
• State Consumer Protection Agencies: Depending on your state of residence, you may also contact your state's consumer protection office or Attorney General's office for assistance.
• Better Business Bureau (BBB): You may file a complaint with the BBB at www.bbb.org.

10.3 Governing Law

This Refund Policy shall be governed by and construed in accordance with the laws of the United States of America and the applicable state laws where Costa Vida operates. Any disputes arising under this policy are subject to the exclusive jurisdiction of the courts located in the applicable state.

11. Contact Information for Refund Requests

For all refund, exchange, and cancellation inquiries, please contact Costa Vida using the information below. Our customer service team is available Monday through Friday, 9:00 AM – 6:00 PM (local time).

When contacting us, please include your order number, date of purchase, a description of your issue, and any supporting documentation or photographs. This will help us process your request as quickly and efficiently as possible.

This Refund Policy was last updated on April 3, 2026. Costa Vida reserves the right to modify this policy at any time without prior notice. The most current version will always be available at costavida.click.