Refund Policy

At Costa Vida, we are committed to providing our customers with fresh, high-quality food and an exceptional dining experience. We understand that situations may arise where a refund or exchange is necessary. This Refund Policy outlines the conditions, procedures, and timeframes governing refund requests for orders placed through our website at tacocostavida.click or at our physical location. Please read this policy carefully before placing an order.

By placing an order with Costa Vida, you acknowledge that you have read, understood, and agreed to the terms set forth in this Refund Policy. This policy is governed by applicable United States federal and state consumer protection laws, including the Federal Trade Commission (FTC) Act.

1. Eligibility Conditions for Refunds

Costa Vida will consider refund requests under the following circumstances:

• Incorrect Order: You received an item or items that differ from what you ordered.
• Missing Items: One or more items from your order were not included at the time of pickup or delivery.
• Food Quality Issues: The food delivered or provided was spoiled, contaminated, undercooked, or otherwise unfit for consumption.
• Allergic Reactions Due to Incorrect Preparation: If you specifically requested the removal of an ingredient due to a known allergy and the order was incorrectly prepared, resulting in an adverse reaction, a refund request will be reviewed promptly.
• Significant Order Discrepancy: The order received was significantly different in size, ingredients, or preparation from what was described on our menu.
• Failed or Duplicate Payments: If your payment was charged more than once for a single order, or if a technical error resulted in a failed order that was still charged.
• Non-Delivery: For delivery orders, if your order was never delivered and cannot be confirmed as received by our delivery partner.

Refunds will not be granted for reasons related to personal taste preferences or change of mind once food has been prepared and/or dispatched, unless there is a verifiable quality or accuracy issue as described above.

2. Timeframes for Refund Requests

To be eligible for a refund, customers must submit their request within the following timeframes:

3. Non-Refundable Items and Services

The following items and circumstances are generally not eligible for refunds:

• Food items that have been fully consumed before a complaint is raised (except in cases of confirmed food safety issues).
• Customized orders where the customer provided incorrect customization instructions.
• Orders refused at the point of delivery without a valid documented reason.
• Promotional, discounted, or complimentary items provided as part of a special offer.
• Gift cards and prepaid meal vouchers once redeemed.
• Delivery fees charged by third-party delivery services (refunds for such fees must be requested directly from the delivery partner).
• Service charges or platform fees collected by third-party ordering platforms.
• Orders where dissatisfaction is based solely on personal taste preference and the order was otherwise prepared correctly.
• Requests made outside the eligible timeframe specified in Section 2 above.

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

If you believe you are eligible for a refund based on the conditions outlined above, please follow these steps:

1. Step 1 – Gather Your Information: Collect your order confirmation number, receipt, proof of payment, and any photographs or documentation that support your claim (e.g., photos of incorrect, missing, or poor-quality food items).
2. Step 2 – Contact Us: Reach out to our customer support team via email at [email protected] or visit our website at tacocostavida.click. You may also contact us in person at our restaurant location.
3. Step 3 – Submit Your Refund Request: In your communication, include the following details:
   • Full name of the account holder or customer
   • Order number or confirmation code
   • Date and time of the order
   • Description of the issue (what was wrong, what was missing, or what was incorrect)
   • Supporting photographs or documentation, if applicable
   • Your preferred refund method (original payment method or store credit)
4. Step 4 – Await Review: Our customer support team will acknowledge your request within 1–2 business days and will review the information provided. We may follow up with additional questions or requests for documentation.
5. Step 5 – Receive a Decision: You will receive a formal decision regarding your refund request within 5–7 business days of submission. If approved, your refund will be processed according to the timelines described in Section 5.

5. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes for the funds to appear in your account will depend on your original payment method:

Please note that while Costa Vida processes refunds promptly upon approval, the actual posting of the refund to your account is subject to your financial institution's processing schedule, which may add additional time beyond our stated timelines. Costa Vida is not responsible for delays caused by your bank or payment processor.

6. Partial Refunds

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

• Only a portion of an order was incorrect, missing, or unsatisfactory — in which case only the affected items will be refunded.
• A customer consumed a significant portion of an order before identifying a quality issue — in such cases, a partial refund proportional to the uneaten portion may be issued.
• An order was partially delivered due to availability issues, and the customer accepts partial delivery with a refund for the unavailable item(s).
• A discount, coupon, or promotional code was applied to the original order — the refund amount will reflect the actual amount paid after discounts were applied.

The determination of whether a full or partial refund is appropriate is made at the sole discretion of Costa Vida's customer support team, based on the evidence provided and the nature of the complaint.

7. Exchange Policy

In many cases involving incorrect or unsatisfactory food items, Costa Vida may offer an exchange or replacement rather than a monetary refund, particularly for in-store and pickup orders. Our exchange policy works as follows:

• In-Store and Pickup Orders: If you received an incorrect item, we will endeavor to prepare and provide the correct item at no additional charge, subject to ingredient availability. This exchange must be requested at the time of pickup or within 30 minutes of receiving your order.
• Delivery Orders: For delivery orders, a replacement item may be offered at our discretion. Depending on circumstances, a store credit or monetary refund may be provided in lieu of a replacement if redelivery is not feasible.
• Non-Food Items: Any non-food merchandise, such as branded merchandise purchased through our website, may be exchanged within 14 days of purchase if unused, in original packaging, and accompanied by proof of purchase. Exchanges are subject to availability of the replacement item.

Exchanges are offered as a courtesy and are not guaranteed in all situations. Costa Vida reserves the right to offer a refund in place of an exchange if an exchange is not possible.

8. Cancellation Policy

Costa Vida prepares food orders fresh upon receipt. As a result, our ability to cancel orders is time-sensitive. Please review the following cancellation guidelines:

8.1 Online and Phone Orders

• Orders may be cancelled without charge if the cancellation request is made within 5 minutes of placing the order and before food preparation has begun.
• Once food preparation has commenced, cancellations will not be accepted, and no refund will be issued.
• To cancel an order, please contact us immediately at [email protected] or call us directly. Please reference your order number in all communications.

8.2 Catering and Large Group Orders

• Catering or large group orders must be cancelled at least 48 hours in advance of the scheduled delivery or pickup time to receive a full refund.
• Cancellations made between 24 and 48 hours before the scheduled time will be eligible for a 50% refund of the total order amount.
• Cancellations made less than 24 hours before the scheduled time will not be eligible for a refund, as ingredients and preparation will have already been committed.

8.3 Event and Scheduled Orders

For orders placed in advance for specific events or scheduled dates, the same catering cancellation timelines apply as described above. Please ensure you review your order details carefully before confirming.

9. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, or if a dispute arises regarding a charge or transaction, Costa Vida provides the following escalation and dispute resolution process:

9.1 Internal Escalation

If your refund request has been denied and you believe the decision was incorrect, you may request an escalation review by emailing [email protected] with the subject line "Refund Dispute – Escalation Request." Please include all relevant documentation and a clear explanation of why you believe the decision should be reconsidered. Our management team will review the escalated case within 7 business days and provide a final written response.

9.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute a charge with your bank or credit card issuer if you believe a transaction was unauthorized or erroneous. This right is protected under the Fair Credit Billing Act (FCBA) for credit card transactions and Regulation E of the Electronic Fund Transfer Act (EFTA) for debit card transactions. We encourage customers to contact us first before initiating a chargeback, as we are committed to resolving disputes fairly and directly.

9.3 FTC and Consumer Protection Resources

Consumers also have the right to file a complaint with the Federal Trade Commission (FTC) at ftc.gov if they believe their consumer rights have been violated. Additionally, you may contact your state attorney general's office for further assistance with unresolved consumer disputes.

9.4 Good Faith Resolution

Costa Vida is committed to resolving all disputes in good faith and in a timely manner. We value our customers and aim to provide a satisfactory resolution to all legitimate concerns. We ask that customers approach disputes in the same spirit of good faith and provide honest, accurate information to support their claims.

10. Contact Information for Refund Requests

For all refund requests, questions about this policy, or general customer support inquiries, please contact us using the information below:

When contacting us, please have your order confirmation number, proof of payment, and any supporting documentation ready. This will help us process your request as efficiently as possible.

Our customer support team is available during regular business hours, Monday through Friday. We endeavor to respond to all inquiries within 1–2 business days.

11. Policy Updates

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