Refund Policy

At Costa Vida, we are committed to providing our customers with high-quality food products and an outstanding dining experience. We understand that situations may arise where a refund or exchange is necessary. This Refund Policy outlines the terms and conditions under which we accept refund requests, process returns, and handle disputes. By placing an order or making a purchase through our website costaxvida.click, you agree to the terms described in this policy.

1. General Overview

Costa Vida operates as a food business in the United States, and as such, our refund policy is guided by applicable federal and state consumer protection regulations, including the Federal Trade Commission (FTC) Act. Because we deal in perishable food items, our refund and return procedures differ from those of non-food retailers. We encourage all customers to review this policy carefully before making a purchase.

Our goal is to resolve any concern quickly and fairly. If you are not satisfied with your order for any legitimate reason, we want to hear from you and work toward an appropriate resolution.

2. Eligibility Conditions for Refunds

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

• You received an incorrect item that does not match your original order.
• Your order arrived in an unsatisfactory condition, including spoilage, contamination, or significant quality defects that were not caused by improper handling on your part.
• Your order was not delivered within the promised timeframe and you did not receive the product.
• You were charged an incorrect amount for your order (billing error).
• A duplicate charge was applied to your payment method.
• The product received contains ingredients or allergens not disclosed in the product description and you were adversely affected.

3. Timeframes for Refund Requests

Timely reporting is essential for us to properly investigate and process your refund request. The following timeframes apply:

Requests submitted outside these timeframes may not be honored. We strongly recommend inspecting your order upon receipt and contacting us immediately if any issue is identified.

4. Non-Refundable Items and Services

Due to the perishable nature of food products and the customization involved in food preparation, the following are generally not eligible for refunds:

• Fully consumed food items with no reported quality issue at the time of consumption.
• Orders where the customer provided an incorrect delivery address and the food was delivered to that address.
• Special promotional or discounted items specifically marked as non-refundable at the time of purchase.
• Gift cards or store credit vouchers once redeemed.
• Custom catering orders that have been prepared and delivered as specified in the agreement.
• Delivery fees, unless the non-delivery was caused by an error on our part.
• Items refused at delivery without a valid reason under this policy.

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

Follow these steps to submit a refund request with Costa Vida:

1. Step 1 – Contact Us: Reach out to our customer support team as soon as possible via email at [email protected] or visit our website at costaxvida.click. Do not discard any items, packaging, or receipts before contacting us.
2. Step 2 – Provide Order Information: Include your full name, order number, date of purchase, and the email address used when placing the order. This helps us locate your transaction quickly.
3. Step 3 – Describe the Issue: Provide a clear and detailed description of the problem. Specify which item(s) are affected, the nature of the defect or issue, and any relevant timeline details.
4. Step 4 – Submit Supporting Evidence: Where applicable, attach photographs of the item, packaging, or any visible defects. For billing disputes, include a copy of your bank or card statement showing the transaction in question.
5. Step 5 – Await Confirmation: Once we receive your request, we will send you a confirmation email acknowledging receipt. Our team will review your submission within 2–3 business days.
6. Step 6 – Resolution Communication: We will notify you of our decision via email. If approved, you will receive details about the refund method and expected processing timeline. If your request is partially approved or denied, we will explain the reasoning.

6. Refund Processing Times by Payment Method

Once a refund is approved, the processing time depends on the payment method used at the time of purchase. Please review the estimated timelines below:

Please be aware that while we process refunds from our end promptly, the actual time it takes for funds to appear in your account may vary based on your financial institution's policies. If you have not received your refund within the stated timeframe, we recommend first checking with your bank before contacting us.

7. Partial Refunds

In certain situations, we may offer a partial refund rather than a full refund. Partial refunds may be appropriate under the following circumstances:

• Only a portion of your order was incorrect, damaged, or of substandard quality.
• The food item was partially consumed before the quality issue was discovered.
• The original issue reported cannot be fully verified but there is sufficient reason to believe a problem occurred.
• A promotional discount or coupon was applied to the original order, and a refund is issued for the amount actually paid.
• Delivery was delayed but the order was ultimately received with minor issues.

The determination of whether a partial or full refund is appropriate rests solely with Costa Vida's customer service team, who will act in good faith and in the interest of fair resolution.

8. Exchange Policy

Because our products are perishable food items, traditional exchanges (returning an item and receiving the same or different item in return) are generally not available in the conventional retail sense. However, we do offer the following options in lieu of a direct exchange:

• Order Replacement: If you received an incorrect item, we will prepare and deliver the correct item at no additional charge, subject to availability and delivery feasibility.
• Store Credit: Instead of a monetary refund, you may opt to receive store credit of equal or greater value to apply toward a future purchase at costaxvida.click.
• Complimentary Item: In some cases, particularly for in-person dining, we may offer a complimentary item of comparable value as a goodwill gesture.

Exchange requests must be reported within the same timeframes listed in Section 3 above. We reserve the right to determine the most appropriate resolution method based on the specific circumstances of each case.

9. Cancellation Policy

We understand that plans can change. Our cancellation policy is designed to be as flexible as possible while accounting for the food preparation process:

9.1 Online Orders

• Cancellation before preparation begins: You may cancel your order for a full refund if the cancellation is requested before our kitchen has begun preparing your order. This window is typically within 5 minutes of placing the order.
• Cancellation after preparation has begun: Once food preparation has started, cancellations may not be accepted. You may be eligible for a partial refund or store credit at our discretion.
• Cancellation after dispatch/delivery: Orders that have already been dispatched or delivered cannot be cancelled.

9.2 Catering and Large Group Orders

• Catering orders require a minimum of 48 hours' notice for cancellation to receive a full refund.
• Cancellations made between 24 and 48 hours before the scheduled event may receive a 50% refund.
• Cancellations made less than 24 hours before the scheduled event are non-refundable.
• Any deposits paid for catering services are non-refundable unless the cancellation is due to a verifiable emergency.

9.3 Subscription or Meal Plan Orders

If Costa Vida offers any subscription-based meal plan services, customers may cancel their subscription at any time. However, cancellations will take effect at the start of the next billing cycle. No refunds will be issued for the current billing period unless a material error on our part has occurred.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request or have a billing dispute that has not been resolved through our standard customer service process, you may escalate the matter using the following procedure:

10.1 Internal Escalation

Request that your case be reviewed by a senior member of our customer service team or management. Email your request to [email protected] with the subject line "Escalated Refund Dispute – [Your Order Number]". Management will review your case and respond within 5 business days.

10.2 Chargeback Rights

Under U.S. consumer protection laws and the rules of major card networks, you have the right to dispute a charge with your bank or card issuer if you believe a transaction was unauthorized, incorrect, or if a legitimate refund was not processed. We encourage customers to first attempt resolution directly with us before initiating a chargeback, as it allows for a faster resolution. However, we fully respect your right to pursue this avenue.

10.3 FTC and State Consumer Protection Resources

As a U.S.-based food business, Costa Vida operates in compliance with the Federal Trade Commission (FTC) Act, which protects consumers against unfair or deceptive business practices. If you believe our practices are deceptive or violate federal consumer protection laws, you may file a complaint with:

• FTC (Federal Trade Commission): www.ftc.gov
• Your State Attorney General's Office – Consumer Protection Division
• Better Business Bureau (BBB): www.bbb.org

10.4 Informal Mediation

For disputes that cannot be resolved through internal channels, both parties may agree to engage in informal mediation through a mutually agreed-upon third-party mediator before pursuing formal legal proceedings. This is a voluntary process and is intended to provide a faster, cost-effective resolution.

11. Fraudulent Claims

Costa Vida takes fraudulent refund claims seriously. Submitting false information, fabricating evidence, or repeatedly abusing our refund policy may result in the following consequences:

• Denial of current and future refund requests.
• Suspension or permanent banning of your account from our platform.
• Reporting of fraudulent activity to the appropriate authorities.

We appreciate honest feedback and legitimate claims. Our policy exists to protect both our customers and our business from unfair practices.

12. Policy Updates

Costa Vida reserves the right to update or modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website at costaxvida.click. We encourage customers to review this page periodically. Continued use of our services after any changes constitutes acceptance of the updated policy.

13. Contact Information

For all refund requests, order inquiries, or questions regarding this policy, please contact us using the information below. Our customer service team is available to assist you and strives to respond to all inquiries within 1–2 business days.