Refund Policy

Effective Date: June 24, 2026  |  Last Updated: June 24, 2026

1. Our Commitment to Customer Satisfaction

At Costa Vida, we take great pride in the quality of our food, ingredients, and service. Every meal we prepare is made with care, using fresh ingredients and time-honored recipes. However, we understand that situations may arise where a refund, replacement, or adjustment is necessary. This policy has been established to ensure a fair, transparent, and consistent process for all customers.

This policy applies to all purchases made through our official website (costavidagrill.rest), third-party delivery platforms (where applicable), phone orders, and in-store transactions. By placing an order with Costa Vida, you agree to the terms outlined in this Refund Policy.

2. Eligibility Conditions for Refunds

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

• You received an incorrect item that does not match your order confirmation.
• Your food arrived in an unsatisfactory condition due to a preparation or packaging error on our part.
• You received a food item that contains an allergen not listed in your order or disclosed on our menu, resulting in an adverse reaction (subject to verification).
• Your order was confirmed but never delivered or prepared through no fault of your own.
• A technical error on our website resulted in a duplicate charge or incorrect billing amount.
• The order was significantly delayed beyond the estimated delivery or pickup time due to circumstances within our control.
• You have a documented quality complaint supported by reasonable evidence (e.g., photo of the item).

3. Timeframes for Refund Requests

To ensure a prompt and accurate resolution, refund requests must be submitted within the following timeframes:

Requests submitted outside these timeframes will be evaluated on a case-by-case basis and may not qualify for a full refund. We strongly encourage customers to inspect their orders promptly upon receipt.

4. Non-Refundable Items and Services

The following items and circumstances are generally not eligible for a refund:

• Consumed food items: Items that have been substantially eaten or consumed are not eligible for a refund, except in cases involving a documented health or safety concern.
• Customization errors made by the customer: If you selected incorrect customizations (e.g., wrong protein, wrong size, wrong toppings) at the time of ordering, Costa Vida is not responsible for the error.
• Third-party delivery fees: Delivery fees charged by third-party platforms (e.g., DoorDash, Uber Eats, Grubhub) are not refundable through Costa Vida. Please contact the respective platform directly.
• Promotional or complimentary items: Items provided as part of a promotion, coupon redemption, or loyalty reward at no charge are not eligible for cash refunds.
• Gift cards: Gift card purchases are final and non-refundable, though the balance may be used toward future purchases.
• Change of mind after food preparation has begun: Once our kitchen has started preparing your order, cancellations and refunds are at our discretion.
• Delays caused by third-party delivery providers: Where delivery is handled by an independent third-party courier, Costa Vida is not liable for delays beyond our control.

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

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

1. Step 1 — Gather your information: Before contacting us, have the following ready:
   • Your order confirmation number or receipt
   • Date and time of the order
   • Description of the issue
   • Photographic evidence, if applicable (e.g., incorrect item, food quality concern)
   • Your contact information (name, email address, phone number)
2. Step 2 — Contact us: Reach out to Costa Vida using one of the following methods:
   • Email: [email protected]
   • Website: costavidagrill.rest
   • In person at our restaurant location during business hours
3. Step 3 — Submit your request: When contacting us, clearly state that you are requesting a refund and provide all the information gathered in Step 1. Include your preferred refund method if applicable.
4. Step 4 — Acknowledgment: Our team will acknowledge your request within 1–2 business days via email or phone.
5. Step 5 — Review and decision: Our team will review your request and may ask for additional information or clarification. A decision will be communicated to you within 3–5 business days of initial submission.
6. Step 6 — Resolution: If your refund is approved, you will receive a confirmation and the refund will be processed according to the timelines described in Section 6 below. If your request is denied, we will provide a written explanation.

6. Refund Processing Times by Payment Method

Once a refund is approved, the processing time depends on your original payment method:

Please note that while we process refunds promptly upon approval, the final credit to your account may be subject to your bank or financial institution's processing times, which are outside our control. If you do not see your refund within the expected window, please contact your card issuer before reaching out to us.

7. Partial Refunds

In certain circumstances, Costa Vida may issue a partial refund rather than a full refund. Partial refunds may be granted in the following situations:

• Only a portion of the order was incorrect or unsatisfactory (e.g., one item out of a larger order).
• The food was partially consumed before the issue was identified.
• A minor preparation error occurred that does not warrant a full refund (e.g., missing a small side item or condiment).
• A discount, coupon, or promotional pricing was applied to the original order, and the refund will reflect the actual amount paid for the affected item.
• The customer contributed to the issue through a partially incorrect order customization.

Partial refund amounts will be calculated based on the individual item price from your original order receipt. Costa Vida reserves the right to determine the appropriate partial refund amount at its reasonable discretion.

8. Exchange Policy

Where possible, Costa Vida prefers to resolve food quality or order accuracy issues through an exchange (replacement of the item) rather than a monetary refund. Exchanges are subject to the following conditions:

• The original item must be returned to our restaurant (for in-store or pickup orders) or the issue must be reported within the applicable timeframe for delivery orders.
• Exchanges will be made for the same item prepared correctly, or for an item of equal or lesser value at the customer's preference.
• Exchanges are available during normal business hours and subject to ingredient availability.
• If an exchange is not feasible (e.g., delivery order with a significant error), a refund or credit will be offered instead.

We believe that in most cases, a replacement meal is the fastest and most satisfying resolution. Our team is trained to prioritize quick, in-restaurant solutions whenever you visit us in person.

9. Cancellation Policy

We understand plans change. Here is how our cancellation policy works depending on the order type:

9.1 Online and Phone Orders

• Cancellation before preparation begins: If you cancel your order before our kitchen has started preparation, you are eligible for a full refund.
• Cancellation after preparation has begun: If our kitchen has already started preparing your order, we may not be able to issue a full refund. A store credit or partial refund may be offered at our discretion.
• No-show for pickup orders: If you place an online or phone order for pickup and do not collect your order within 30 minutes of the scheduled time without notifying us, the order may be discarded and no refund will be issued unless exceptional circumstances apply.

9.2 Catering and Large Group Orders

Catering orders require advance planning and ingredient sourcing. The following cancellation schedule applies:

To cancel a catering order, please contact us as soon as possible at [email protected].

10. Dispute Resolution Process

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

10.1 Internal Escalation

You may request that your case be escalated to a senior manager or operations supervisor by clearly stating this in your follow-up communication. Escalated cases will be reviewed within 5 business days, and a final decision will be communicated in writing.

10.2 Informal Resolution

We encourage customers to attempt to resolve disputes informally with our team before pursuing any formal action. In many cases, direct communication leads to a faster and mutually satisfactory resolution.

10.3 Consumer Protection Resources

As a business operating in the United States, Costa Vida operates in compliance with applicable federal and state consumer protection laws, including the Federal Trade Commission (FTC) Act, which prohibits unfair or deceptive acts or practices in commerce. If you believe your consumer rights have been violated, you may also contact:

• Federal Trade Commission (FTC): www.ftc.gov
• Consumer Financial Protection Bureau (CFPB) for payment or billing disputes: www.consumerfinance.gov
• Your state's Attorney General consumer protection office

10.4 Chargebacks

We encourage customers to contact us directly before initiating a chargeback with their bank or credit card issuer. We are committed to resolving legitimate issues promptly and fairly. Unauthorized or fraudulent chargeback claims may be disputed by Costa Vida with supporting documentation.

11. Special Circumstances

Costa Vida recognizes that certain situations require additional sensitivity and flexibility. In cases involving:

• Food allergy reactions: Please contact us immediately. Your health and safety are our top priority. We will work closely with you to understand what occurred and will cooperate fully with any investigation.
• Foreign objects in food: If you discover a foreign object in your meal, please stop consuming the item immediately and contact us. Preserve the item and take photographs if possible. We take such matters extremely seriously and will investigate thoroughly.
• Illness or food safety concerns: If you believe you experienced a foodborne illness related to a Costa Vida meal, contact us promptly. We may also encourage you to report the incident to your local health department as appropriate.

In these situations, full refunds and additional accommodations will be considered as part of our commitment to your safety and well-being.

12. Changes to This Policy

Costa Vida reserves the right to modify or update this Refund Policy at any time. Changes will be effective immediately upon posting to our website at costavidagrill.rest. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage customers to review this policy periodically.

13. Contact Information for Refund Requests

For all refund inquiries, cancellations, exchanges, or complaints, please contact Costa Vida using the details below. Our customer service team is ready to assist you:

When contacting us, please include your order number, the nature of your concern, and any supporting documentation (such as photos or receipts) to help us resolve your request as quickly as possible.