Refund Policy

Effective Date: July 1, 2026  |  Last Updated: July 1, 2026

1. Our Commitment to Customer Satisfaction

Costa Vida takes great pride in delivering fresh, made-to-order meals that meet the highest standards of quality. We understand that occasionally an issue may arise with your order — whether it is an incorrect item, a quality concern, or a delivery problem. Our Refund Policy is designed to be fair, transparent, and easy to navigate so that every customer feels confident when ordering from us.

This policy is governed by applicable United States federal consumer protection laws, including the Federal Trade Commission (FTC) Act, as well as relevant state laws in the jurisdiction where transactions occur. For customers located in California, additional rights may apply under the California Consumer Privacy Act (CCPA/CPRA) and state consumer protection statutes.

2. Eligibility Conditions for Refunds

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

• Incorrect Order: You received items that are different from what you ordered or confirmed on your receipt.
• Missing Items: One or more items included in your order confirmation were not delivered or provided.
• Food Quality Issues: The food received was spoiled, undercooked, overcooked, or otherwise did not meet acceptable food safety and quality standards.
• Allergen Concerns: You were served an item containing an allergen that you specifically requested to be omitted, and this caused concern or harm.
• Duplicate Charges: Your payment method was charged more than once for the same order.
• Failed Online Orders: Your payment was processed but your order was never confirmed, prepared, or fulfilled by our system or staff.
• Unauthorized Transactions: A charge appeared on your account that you did not authorize and that is confirmed to be associated with our platform.

3. Timeframes for Refund Requests

To ensure your request can be properly reviewed and resolved, all refund requests must be submitted within the timeframes outlined below:

Requests submitted beyond these timeframes may be reviewed at the sole discretion of Costa Vida management and are not guaranteed to result in a refund or exchange.

4. Non-Refundable Items and Services

The following items and circumstances are generally not eligible for refunds unless there is a confirmed error or quality failure on our part:

• Food items that have been partially or fully consumed, where the complaint is based on personal taste rather than a demonstrable quality issue.
• Customization requests that were fulfilled exactly as specified (e.g., extra spice, no cheese) but the customer later dislikes the result.
• Add-ons and upgrades (such as extra protein, guacamole, or premium toppings) that were correctly prepared and included.
• Delivery fees and service charges imposed by third-party delivery platforms. These must be disputed directly with the respective platform (e.g., DoorDash, Uber Eats, Grubhub).
• Promotional or discounted items purchased as part of a limited-time offer, unless there is a verified quality or order error.
• Gift cards after they have been redeemed or used toward a purchase.
• Refund requests submitted outside the eligible timeframes listed above (except in exceptional circumstances).
• Orders placed through third-party platforms where the error originated with the platform, not Costa Vida (in such cases, the third-party platform's own refund policy applies).

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

Requesting a refund from Costa Vida is straightforward. Please follow these steps to ensure your request is processed as quickly as possible:

Step 1: Gather Your Information

Before contacting us, please have the following ready:

• Your full name and contact information
• Your order number or receipt
• The date and time of the order or purchase
• A description of the issue (incorrect item, missing item, quality concern, etc.)
• Photos or video evidence of the issue (strongly recommended and may be required)
• The payment method used (credit/debit card, digital wallet, gift card)

Step 2: Contact Costa Vida Customer Support

Reach out to us using any of the following methods:

• Email: [email protected]
• Website: costavida-new.world

When submitting your request by email, please use the subject line: "Refund Request – [Your Order Number]" and include all of the information gathered in Step 1.

Step 3: Review and Acknowledgment

Once your request is received, our customer support team will acknowledge your submission within 1–2 business days. We may follow up to request additional information, photos, or clarification before a decision is made.

Step 4: Decision and Resolution

After reviewing your request, we will notify you of our decision within 3–5 business days. If your refund is approved, we will inform you of the refund amount and the method by which it will be issued.

Step 5: Receive Your Refund

Approved refunds will be processed according to the timeframes described in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved, please allow the following processing times depending on your original payment method:

7. Partial Refunds

In certain situations, a partial refund may be issued rather than a full refund. Partial refunds may apply in the following circumstances:

• Only one or more specific items in a multi-item order were incorrect or missing, while the remainder of the order was fulfilled correctly.
• A food quality concern applies to part of an order but not the entire meal.
• A customer reports an issue after partially consuming a meal, and the complaint is verified as legitimate.
• A catering order was partially fulfilled or experienced a partial service failure.
• A promotional discount was applied to the original order, and only the discounted portion of the affected item(s) is refundable.

The amount of any partial refund will be calculated based on the price of the affected item(s) as listed on the original order receipt, minus any applicable discounts already applied.

8. Exchange Policy

Costa Vida is happy to offer exchanges or order corrections in the following situations, subject to availability and feasibility:

• In-Store Exchanges: If you are still at the restaurant and discover an error with your order, please immediately notify a team member. We will correct or replace your order at no additional charge.
• Pickup Order Errors: If you discover an error after leaving the location, contact us within 24 hours. Depending on the nature of the issue, we may offer a replacement on your next visit, store credit, or a refund.
• Delivery Order Errors: For delivery orders, exchanges are generally not practical due to the nature of food delivery. In these cases, a refund or store credit will typically be offered instead.

Exchanges are subject to the same eligibility conditions outlined in Section 2. We do not offer exchanges simply because a customer has changed their mind after placing a correct order.

9. Cancellation Policy

Our cancellation policy varies depending on the type and status of your order:

9.1 Standard Online Orders (Pickup)

Online pickup orders may be cancelled for a full refund if the cancellation is made within 5 minutes of placing the order, provided that food preparation has not yet begun. Once preparation has started, cancellations may not be possible, and a refund will be evaluated on a case-by-case basis.

9.2 Delivery Orders via Third-Party Platforms

Cancellations for orders placed through third-party delivery apps (such as DoorDash, Uber Eats, or Grubhub) are governed by the respective platform's cancellation policy. Costa Vida does not control or process refunds for third-party platform transactions directly.

9.3 Catering Orders

Catering orders require advance notice for cancellations. The following schedule applies:

Catering deposit payments are non-refundable if the cancellation occurs less than 48 hours before the scheduled event date.

10. Dispute Resolution Process

Costa Vida is committed to resolving all customer concerns promptly and fairly. If you are dissatisfied with the outcome of your refund request, you may escalate the matter using the following process:

Step 1: Internal Escalation

Contact our customer support team at [email protected] and request that your case be escalated to a supervisor or manager. Please reference your original refund request number or case ID.

Step 2: Formal Written Complaint

If the issue remains unresolved after escalation, you may submit a formal written complaint to us via email. We will acknowledge receipt within 2 business days and provide a final written response within 10 business days.

Step 3: External Dispute Resolution

If you are still unsatisfied after completing our internal process, you have the right to pursue the following external options:

• Credit Card Chargeback: Contact your credit card issuer or bank to initiate a chargeback dispute if you believe you were charged in error. You should attempt to resolve the issue directly with Costa Vida before initiating a chargeback, as chargebacks may affect your account standing.
• Better Business Bureau (BBB): File a complaint at www.bbb.org.
• Federal Trade Commission (FTC): Report consumer complaints at reportfraud.ftc.gov.
• State Consumer Protection Office: Contact your state's attorney general office or consumer protection agency for additional assistance.
• California Residents: May file complaints with the California Department of Consumer Affairs or seek remedies under the California Consumer Protection Act and related statutes.

11. Store Credit and Loyalty Adjustments

In some cases, at our discretion, Costa Vida may offer store credit as an alternative to a monetary refund. Store credit may be provided in the form of:

• A Costa Vida digital gift card issued to your registered email address
• A promotional code applied to your next online order
• An in-store credit redeemable at any participating Costa Vida location

Store credit has no cash value, is non-transferable, and must be used within 12 months of issuance unless otherwise specified.

12. Food Safety and Health Concerns

If you believe you experienced a foodborne illness or adverse health reaction linked to food consumed at or purchased from Costa Vida, please contact us immediately at [email protected]. In addition to processing a refund, we take all health and safety reports with the utmost seriousness and will conduct an internal investigation.

You may also choose to report food safety concerns to your local health department or the U.S. Food and Drug Administration (FDA) at www.fda.gov. Costa Vida fully cooperates with all regulatory agencies in the interest of public health and safety.

13. Amendments to This Policy

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

14. Contact Information for Refund Requests

For all refund-related inquiries, order issues, or customer support requests, please contact us using the details below: