Refund Policy

Effective Date: June 27, 2026 | Last Updated: June 27, 2026

1. Introduction

At Costa Vida, we are committed to delivering fresh, high-quality Mexican-inspired food and an exceptional customer experience. We understand that sometimes issues arise with orders, and we want to ensure that every customer is treated fairly and respectfully when problems occur.

This Refund Policy explains when and how you may be eligible for a refund, how to submit a refund request, how long processing takes, and what items or services are excluded from our refund program. This policy is governed by applicable United States federal and state consumer protection laws, including the Federal Trade Commission (FTC) Act, and any applicable state-level regulations.

If you have questions about this policy or need assistance with a specific order, please contact us directly using the information provided at the end of this document.

2. Eligibility Conditions for Refunds

We want every meal you receive from Costa Vida to meet your expectations. A refund may be issued under the following circumstances:

• Incorrect Order: You received items that are different from what you ordered (wrong protein, incorrect customizations, missing toppings specified at checkout).
• Missing Items: One or more items from your order were not included in your delivery or pickup order.
• Food Quality Issues: The food received was spoiled, undercooked, contaminated, or otherwise unfit for consumption at the time of delivery or pickup.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical error.
• Order Not Received: A confirmed and paid delivery order was never delivered to your specified address without explanation.
• Allergic Reactions Due to Mislabeling: If you notified us of a food allergy at the time of ordering and the food was prepared without regard to that allergy disclosure, you may be eligible for a refund and additional remedies.

Refunds are evaluated on a case-by-case basis. We reserve the right to request photographic evidence, order confirmation numbers, or other supporting documentation before approving a refund.

3. Timeframes for Refund Requests

To be eligible for a refund, you must submit your request within the following timeframes:

Requests submitted outside of these timeframes may not be honored. We strongly encourage you to inspect your order upon receipt and contact us immediately if there is an issue. Delays in reporting reduce our ability to investigate and resolve your concern effectively.

4. Non-Refundable Items and Services

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

• Change of Mind: Refunds will not be issued simply because you changed your mind about an order after it was prepared.
• Customization Errors Made by the Customer: If you entered incorrect customizations or selected the wrong items at checkout, refunds may not be granted. Please review your order carefully before submitting.
• Partially Consumed Meals: If a meal has been substantially consumed before a complaint is made, a full refund will generally not be issued. Partial refunds may be considered.
• Promotional or Discounted Items: Items purchased as part of a limited-time promotional offer or discount may be non-refundable unless there is a verifiable quality issue.
• Gift Cards and Store Credit: These are non-refundable and non-transferable for cash value.
• Delivery Fees: Third-party delivery fees charged by platforms such as DoorDash, Uber Eats, or Grubhub are subject to those platforms' own refund policies and are not refundable directly through Costa Vida.
• Catering Deposits After Deadline: Non-refundable deposits for catering orders are forfeited if cancellation occurs less than 72 hours before the event unless exceptional circumstances apply.

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

Follow the steps below to submit a refund request efficiently:

1. Gather Your Information: Collect your order confirmation number, the date and time of your order, the items affected, and any photographic evidence of the issue (e.g., photo of incorrect food, missing item, or spoiled product).
2. Contact Us Directly: Reach out to our customer support team via email at [email protected] or visit our website at mexicancostavida.click. Phone contact may also be available during business hours.
3. Provide a Clear Description: In your message, clearly explain the nature of your complaint. Include your full name, the order number, the date of purchase, which items were affected, and a description of the problem.
4. Attach Supporting Evidence: Attach any photos, screenshots, or documents that support your claim. This helps us resolve your request faster.
5. Wait for Acknowledgment: Our team will acknowledge your request within 1–2 business days and begin reviewing your case.
6. Resolution Notification: We will notify you of our decision — whether a full refund, partial refund, store credit, or denial — within 5 business days of receiving your complete request.
7. Refund Issuance: If approved, your refund will be processed according to the timeframes listed in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved, processing times vary depending on the original payment method used:

Please note that while we process refunds promptly on our end, your financial institution may take additional time to reflect the credit in your account. Costa Vida is not responsible for delays caused by banks or payment processors.

7. Partial Refunds

In some situations, a partial refund may be issued instead of a full refund. Partial refunds may apply when:

• Only a portion of your order was incorrect or missing, and the rest was delivered accurately.
• A meal was partially consumed before the issue was reported.
• The quality issue affected only one item in a multi-item order.
• A catering order was partially canceled within the cancellation window.
• An order was delivered late but was still received and accepted by the customer.

The amount of the partial refund will be calculated based on the price of the affected item(s) or a reasonable portion thereof, as determined by our customer support team. We will communicate the partial refund amount to you clearly before processing.

8. Exchange Policy

Due to the perishable nature of food products, direct item exchanges are generally not possible once an order has been prepared. However, we may offer the following alternatives in lieu of an exchange:

• Replacement Order: In cases of clearly incorrect orders, we may offer to remake and re-deliver or hold a replacement order at your nearest Costa Vida location at no additional charge, subject to availability and timing.
• Store Credit: We may issue store credit equivalent to the value of the affected item(s), redeemable on a future order at mexicancostavida.click.
• Discount Voucher: In some cases, we may offer a discount voucher for a future order as a gesture of goodwill.

Exchange requests must be submitted within the same timeframes as refund requests (see Section 3). We reserve the right to determine the most appropriate remedy based on the nature of the issue.

9. Cancellation Policy

Our ability to cancel an order depends on how far along the preparation process the order is at the time of the cancellation request.

9.1 Standard Online Orders

• Before Preparation Begins: If you request cancellation immediately after placing the order and before food preparation has begun, we will issue a full refund.
• During Preparation: If food preparation has already begun, we may not be able to cancel the order. A refund will not be issued in this case unless the order also qualifies under the refund eligibility conditions in Section 2.
• After Pickup or Delivery: Orders cannot be canceled after they have been picked up or delivered.

9.2 Catering Orders

• More than 72 hours before the event: Full refund issued, minus any non-refundable deposits explicitly stated in your catering agreement.
• 24–72 hours before the event: A cancellation fee of up to 50% of the total order value may apply.
• Less than 24 hours before the event: Cancellations are generally not accepted. The full order amount may be charged. Exceptions may be made for documented emergencies at our discretion.

To cancel an order, contact us as soon as possible at [email protected] or through our website at mexicancostavida.click.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Costa Vida provides a structured process for resolving disputes fairly.

10.1 Internal Escalation

If your initial refund request was denied or partially denied and you believe the decision was incorrect, you may escalate your complaint by:

1. Replying to the denial notification email with additional information or evidence supporting your case.
2. Requesting a review by a senior member of our customer service team.
3. We will respond to escalated disputes within 5 business days.

10.2 Chargeback Rights

You retain the right to file a chargeback with your credit card issuer or bank if you believe a charge was unauthorized or fraudulent. However, we encourage you to contact us first, as many issues can be resolved more quickly through our internal process. Filing a chargeback before attempting resolution with us may delay or complicate the refund process.

10.3 Consumer Protection Agencies

If your dispute cannot be resolved through our internal process, you may file a complaint with the following agencies:

• Federal Trade Commission (FTC): www.ftc.gov or 1-877-382-4357
• Your State Attorney General's Consumer Protection Division
• Better Business Bureau (BBB): www.bbb.org

10.4 Governing Law

This Refund Policy and any disputes arising from it are governed by the laws of the United States and applicable state law. Any unresolved legal disputes shall be subject to binding arbitration or the jurisdiction of the appropriate courts as required by law.

11. Modifications to This Policy

Costa Vida reserves the right to update or modify this Refund Policy at any time. Changes will be effective immediately upon posting on our website at mexicancostavida.click. The date of the most recent update will be reflected at the top of this page. We encourage you to review this policy periodically to stay informed of any changes. Continued use of our services after changes are posted constitutes your acceptance of the updated policy.

12. Contact Information for Refund Requests

Our customer support team is ready to assist you with any refund requests, order issues, or questions about this policy. Please reach out to us through any of the following channels: