Refund Policy

At Costa Vida, we are committed to delivering fresh, high-quality meals and an exceptional dining experience to every customer. We understand that there may be occasions when an order does not meet your expectations, and we want to make the refund and resolution process as straightforward as possible. Please read this Refund Policy carefully before placing an order through our website at costavida-meals.click.

1. Overview

This Refund Policy applies to all purchases made through costavida-meals.click, including online meal orders, catering orders, meal packages, and any related services offered by Costa Vida. By placing an order with us, you agree to the terms outlined in this policy. We reserve the right to update this policy at any time, and any changes will be reflected with an updated effective date at the top of this page.

Because our products are perishable food items, refund eligibility is subject to specific conditions to protect food safety and the integrity of our service. We encourage all customers to review their orders carefully before submitting payment.

2. Eligibility Conditions for Refunds

Costa Vida will consider refund requests under the following circumstances:

• Incorrect Order: You received items that are different from what you ordered (wrong protein, wrong ingredients, wrong meal size, etc.).
• Missing Items: One or more items from your confirmed order were not included in your delivery or pickup bag.
• Food Quality Issues: The food received was spoiled, undercooked, contaminated, or otherwise unsafe for consumption at the time of delivery or pickup.
• Significant Portion Discrepancy: The portion size received was substantially and noticeably less than what was advertised or described on our menu.
• Duplicate Charges: You were charged more than once for the same order due to a payment processing error.
• Order Not Received: Your delivery order was confirmed by our system but never arrived and was not delivered to your address.
• Allergen Concerns: If an item was prepared with an allergen you specifically requested to be excluded, and this was clearly communicated during checkout, you may be eligible for a refund or replacement.

To be eligible for a refund, you must contact us within the applicable timeframe outlined in Section 3 below and provide supporting documentation where applicable (such as photos of the incorrect or unsatisfactory food).

3. Timeframes for Refund Requests

Timely reporting is essential for refund eligibility, especially given the perishable nature of food products. The following timeframes apply:

Refund requests submitted outside of these timeframes may not be honored. We strongly encourage customers to inspect their orders immediately upon receipt and contact us right away if there is any issue.

4. Non-Refundable Items and Services

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

• Change of mind: Once a food order has been prepared and accepted, we are unable to issue refunds simply because you changed your mind or no longer want the item.
• Customization errors made by the customer: If you incorrectly selected ingredients, proteins, or add-ons during checkout and the order was prepared as requested, a refund will not be issued.
• Partially consumed meals: Refunds will not be provided for meals that have been significantly consumed unless there is a documented food quality or safety issue.
• Promotional or discounted items: Items purchased as part of a promotional deal, gift card, or special discount offer may be ineligible for refunds unless they fall under a qualifying defect or quality issue.
• Digital gift cards: Gift card purchases are non-refundable and non-transferable once issued.
• Delivery fees and service fees: Third-party delivery fees and platform service charges are non-refundable except in cases where the order was never delivered through no fault of the customer.
• Late cancellations on catering orders: Cancellations made less than 48 hours before a scheduled catering event will not be eligible for a full refund (see Section 8 for details).

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

To initiate a refund request, please follow the steps below:

1. Gather your information: Have your order confirmation number, the date and time of your order, and your contact details ready. If the issue involves food quality, take clear photographs of the item(s) in question before disposing of them.
2. Contact Costa Vida: Reach out to our customer support team via email at [email protected] or visit our website at costavida-meals.click. You may also use the contact form available on our website.
3. Describe the issue: In your message, clearly explain the problem. Include:
   • Your full name and contact information
   • Your order number and date of purchase
   • A detailed description of the issue
   • Photos or evidence supporting your claim (if applicable)
4. Wait for confirmation: Our team will acknowledge your request within 1–2 business days and may ask for additional information if needed.
5. Refund decision: Once we have reviewed your request and any supporting materials, we will notify you of our decision via email. If your refund is approved, we will process it according to the timelines described in Section 6.

6. Refund Processing Times by Payment Method

Once a refund has been approved by our team, the time it takes to appear in your account depends on the original payment method used:

Please note that while we process refunds on our end promptly, your financial institution may require additional time to post the credit to your account. Costa Vida is not responsible for delays caused by third-party payment processors or banking institutions.

7. Partial Refunds

In some cases, a partial refund may be issued rather than a full refund. Partial refunds may apply under the following conditions:

• Only certain items in a multi-item order were missing or incorrect, and the rest of the order was satisfactory.
• A food item had a minor quality issue that did not render the entire meal inedible or unsafe.
• A customer consumed a significant portion of the meal before reporting the issue.
• A catering order is partially canceled after the preparation process has begun.
• A promotional discount was applied to the order, in which case only the net amount paid may be refunded.

The amount of the partial refund will be determined on a case-by-case basis by our customer support team, taking into account the nature and extent of the issue reported.

8. Exchange Policy

In situations where a full or partial refund may not be the most practical solution — particularly for in-store or pickup orders — Costa Vida may offer a meal exchange or replacement at no additional cost. Exchanges are subject to the following conditions:

• The exchange must be requested within 2 hours of receipt for quality or incorrect order issues.
• The original item must be returned (where feasible and safe) or documented with photographs.
• Exchanges are offered at Costa Vida's discretion based on availability of the requested item.
• Exchanges will be for items of equal or lesser value. If the replacement item is of greater value, the difference may be charged to the customer.
• No cash difference will be refunded in exchange transactions.

If you prefer a refund over an exchange, please indicate this clearly when contacting our support team, and we will process your request according to our standard refund procedures.

9. Cancellation Policy

We understand that plans change. Our cancellation policy is designed to be as flexible as possible while accounting for the time and resources invested in food preparation.

Standard Orders (Individual Meal Orders)

• Before preparation begins: If you cancel your order before it has entered the preparation stage, you are entitled to a full refund. Please contact us immediately after placing your order if you wish to cancel.
• After preparation has begun: If food preparation has already started, we are unable to guarantee a full refund. A partial refund or store credit may be offered at our discretion.
• After the order is ready or delivered: Cancellations are not accepted once the order has been completed and is ready for pickup or has been dispatched for delivery.

Catering and Bulk Orders

• More than 48 hours before the event: Full refund issued, minus any non-refundable deposit that may have been collected at the time of booking.
• 24 to 48 hours before the event: A cancellation fee of up to 50% of the total order value may be charged.
• Less than 24 hours before the event: No refund will be issued, as food preparation and staffing will already be underway.

10. 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 in accordance with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act and relevant state consumer protection statutes.

1. Step 1 — Internal Escalation: If your initial refund request is denied or you disagree with the resolution offered, you may request that your case be escalated to a senior customer service representative or manager by replying to your original support email and clearly stating that you wish to escalate.
2. Step 2 — Formal Written Complaint: You may submit a formal written complaint via email to [email protected] with the subject line "Formal Refund Dispute." Our management team will review and respond within 5 business days.
3. Step 3 — Chargeback Rights: If you believe you have been charged in error and we have been unable to resolve the matter, you retain the right to dispute the charge with your bank or credit card provider. However, we encourage you to exhaust our internal process first, as this often results in a faster resolution.
4. Step 4 — Consumer Protection Agencies: You may file a complaint with the Federal Trade Commission (FTC) at ftc.gov/complaint, or with your state's attorney general office if you believe your consumer rights have been violated.

Costa Vida is committed to good-faith resolution of all customer disputes and will cooperate fully with any legitimate inquiry from regulatory bodies.

11. Special Circumstances

Costa Vida recognizes that certain situations are beyond a customer's control. In cases involving:

• Natural disasters or declared states of emergency
• Verified medical emergencies preventing order pickup or use
• Technical errors on our website that resulted in incorrect charges
• System outages that prevented timely notification of order issues

We will review refund and cancellation requests on a case-by-case basis and strive to reach a fair resolution that reflects our commitment to customer satisfaction. Documentation may be required in such cases.

12. Consumer Rights Notice

This Refund Policy does not limit or waive any consumer rights you may have under applicable federal or state law. Customers in the United States are protected by the FTC Act, which prohibits unfair or deceptive trade practices. Depending on your state of residence, additional consumer protections may apply. Nothing in this policy is intended to contradict or override those statutory rights.

13. Contact Information for Refund Requests

For all refund-related inquiries, exchanges, cancellations, or disputes, please contact our Customer Support team using the details below. We aim to respond to all inquiries within 1–2 business days.

When reaching out, please include your order number, full name, and a detailed description of your concern to help us assist you as efficiently as possible. Our team is dedicated to making every Costa Vida experience a positive one, and we appreciate your patience as we work to resolve any issues promptly and fairly.