Refund Policy

Effective Date: May 8, 2026 | Last Updated: May 8, 2026

1. Introduction

At Costa Vida, we are committed to delivering fresh, high-quality food and an exceptional dining experience to every customer. We understand that situations may arise where a refund or exchange is necessary, and we strive to handle all such requests in a fair, transparent, and timely manner.

This Refund Policy governs all purchases made through our website costavida-meal.rest, including online food orders, catering services, meal subscriptions, and any other products or services offered by Costa Vida. This policy complies with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act, and where applicable, the California Consumer Privacy Act (CCPA/CPRA) and relevant state consumer protection statutes.

If you have any questions about this policy, please contact us directly using the contact information provided at the end of this document.

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:

• Incorrect Order: You received food items that do not match what you ordered (wrong items, missing items, or incorrect customizations).
• Food Quality Issues: The food you received was spoiled, undercooked, contaminated, or otherwise unfit for consumption at the time of delivery or pickup.
• Order Not Received: Your order was confirmed and paid for but never delivered or made available for pickup within the agreed timeframe.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical or processing error.
• Significant Delay: Your order was delayed by more than 45 minutes beyond the estimated delivery or pickup time without prior notice from Costa Vida.
• Allergen or Dietary Violation: You clearly specified dietary restrictions or allergen requirements at the time of ordering, and these were not honored, resulting in a product that you cannot consume.
• Unauthorized Transaction: A charge was made to your payment method without your authorization.

Refund eligibility is evaluated on a case-by-case basis. Costa Vida reserves the right to request photographic evidence or other supporting documentation to process your refund request.

3. Timeframes for Refund Requests

To ensure your refund request can be properly investigated and resolved, please adhere to the following timeframes:

Requests submitted outside of these timeframes may not be eligible for a full refund. However, we encourage you to contact us regardless, as we will make every effort to resolve your concern to your satisfaction.

4. Non-Refundable Items and Services

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

• Orders where the customer simply changed their mind after the food has been prepared or delivered.
• Food items that have been partially or fully consumed, except in cases of documented food safety concerns.
• Customization requests that were correctly fulfilled as specified at the time of ordering.
• Delivery fees, service fees, and platform processing fees, unless the order was not fulfilled due to an error on our part.
• Orders that were successfully delivered to the correct address as confirmed by delivery records, where the customer claims non-receipt without supporting evidence.
• Promotional, discounted, or complimentary items provided as part of a special offer, unless they pose a food safety risk.
• Gift cards, vouchers, or store credit once they have been redeemed or applied to an order.
• Catering deposits for events canceled less than 48 hours before the scheduled service time.

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

To request a refund from Costa Vida, please follow the steps outlined below:

1. Step 1 — Gather Your Information: Before contacting us, please have the following ready: your full name, email address used for the order, order number or confirmation number, date and time of the order, a description of the issue, and any photographic or video evidence of the problem (if applicable).
2. Step 2 — Contact Costa Vida: Reach out to our customer support team via email at [email protected]. In the subject line, write "Refund Request – [Your Order Number]." Include all relevant information from Step 1 in your message.
3. Step 3 — Acknowledgment: Our team will acknowledge receipt of your refund request within 1–2 business days. We may reach out to request additional information or clarification if needed.
4. Step 4 — Review and Investigation: Our customer service team will review your request, verify the details against our order records, and assess the eligibility of your refund based on the criteria outlined in this policy.
5. Step 5 — Decision Notification: You will be notified of our decision within 5 business days of receiving all required information. If your refund is approved, we will inform you of the refund amount and expected processing timeframe. If your request is denied, we will provide an explanation.
6. Step 6 — Refund Issuance: If approved, the refund will be processed back to your original payment method or issued as store credit, depending on the nature of the issue and your preference where applicable.

6. Refund Processing Times by Payment Method

Once a refund has been approved and initiated by Costa Vida, the time it takes to reflect in your account depends on your payment method:

7. Partial Refunds

In some circumstances, a partial refund may be issued instead of a full refund. Partial refunds may apply in the following situations:

• Only some items in an order were incorrect, missing, or unsatisfactory, while the rest of the order was delivered correctly.
• The food quality issue affected only a portion of the items ordered.
• A significant delay occurred but the order was ultimately delivered and partially acceptable to the customer.
• A customer cancels a catering order with between 24 and 48 hours notice before the scheduled service time, in which case a partial deposit refund may be issued at our discretion.
• A coupon, promotional discount, or store credit was applied to the original order; refunds will be calculated based on the actual amount paid.

The amount of a partial refund will be determined by Costa Vida based on the value of the affected items, applicable fees, and the nature of the issue. Our team will communicate the proposed partial refund amount to you before processing.

8. Exchange Policy

Due to the perishable nature of food products, Costa Vida does not generally offer exchanges in the traditional retail sense. However, we do provide the following remedies in situations where an exchange would be appropriate:

• Order Replacement: If you received incorrect food items, and you contact us within 2 hours of receipt, we may offer to prepare and deliver or provide for pickup a replacement order at no additional charge, subject to availability and operational capacity.
• Item Substitution Credit: If an item you ordered is unavailable or could not be prepared as specified, we will issue a credit to your account equivalent to the value of the unavailable item, which can be applied to a future order.
• Catering Menu Adjustments: For catering orders, menu item exchanges may be accommodated up to 72 hours before the event date, subject to ingredient availability and pricing adjustments.

To request an order replacement or substitution credit, please contact us at [email protected] as soon as possible after identifying the issue.

9. Cancellation Policy

9.1 Standard Online Orders

Once a food order is placed and confirmed through costavida-meal.rest, it enters our preparation queue. Cancellations are only possible within 5 minutes of placing the order, before preparation has commenced. After this window, the order cannot be canceled, and no refund will be issued for the food items, as the preparation process will have already begun.

To cancel within the 5-minute window, please contact us immediately at [email protected] or through any available live support channel on our website.

9.2 Catering and Large Group Orders

• Cancellation with more than 72 hours notice: Full refund of any deposit or prepayment made.
• Cancellation with 48–72 hours notice: 50% refund of the deposit or prepayment.
• Cancellation with less than 48 hours notice: No refund of the deposit. Any additional prepayments beyond the deposit may be refunded at our discretion.

9.3 Meal Subscription Cancellations

If Costa Vida offers meal subscription services, customers may cancel their subscription at any time. To avoid being charged for the next billing cycle, cancellation must be submitted at least 5 business days before the next scheduled billing date. Cancellations submitted after this deadline will take effect in the following billing cycle. No prorated refunds are provided for the current subscription period unless the subscription has not yet been fulfilled.

10. Dispute Resolution Process

Costa Vida is committed to resolving all customer concerns amicably and efficiently. If you are dissatisfied with the outcome of your refund request, we encourage you to follow the dispute resolution process outlined below:

10.1 Internal Escalation

If your initial refund request was denied or if you believe the decision was made in error, you may escalate your complaint by emailing [email protected] with the subject line "Refund Dispute Escalation – [Your Order Number]." A senior member of our customer service team will review your case within 5 business days and provide a final internal decision.

10.2 Chargeback Rights

You retain the right to dispute a charge with your bank or credit card issuer under the Fair Credit Billing Act (FCBA) and applicable card network rules. However, we strongly encourage you to contact Costa Vida first to resolve the issue directly, as chargebacks can be time-consuming and may result in your account being flagged or suspended.

10.3 Consumer Protection Agencies

If you believe Costa Vida has engaged in unfair or deceptive trade practices, you may file a complaint with:

• The Federal Trade Commission (FTC) at www.ftc.gov
• Your State Attorney General's Office
• The Better Business Bureau (BBB) at www.bbb.org
• Your state's Department of Consumer Affairs or equivalent agency

10.4 Informal Mediation

For unresolved disputes involving amounts greater than $100, both parties agree to first attempt resolution through informal mediation before pursuing any formal legal proceedings. Either party may initiate mediation by providing written notice to the other party.

10.5 Governing Law

This Refund Policy and any disputes arising from it shall be governed by and construed in accordance with the laws of the United States and applicable state laws. Nothing in this policy is intended to limit your rights under applicable consumer protection legislation.

11. Changes to This Refund Policy

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. We encourage you to review this policy periodically to stay informed about our refund practices. Your continued use of our website and services following any changes constitutes your acceptance of the revised policy.

12. Contact Information for Refund Requests

For all refund requests, questions, or concerns related to this policy, please contact Costa Vida using the following information: