Refund Policy

Effective Date: June 24, 2026  |  Last Updated: June 24, 2026

1. Introduction

Costa Vida ("we," "us," "our," or "the Company") operates the website costavidagrill.click and provides food products and related services to customers across the United States. We take pride in the quality of our food and the experience we deliver to every customer. However, we understand that issues may occasionally arise, and we want to make the refund and resolution process as clear and straightforward as possible.

This Refund Policy applies to all purchases made directly through our website or affiliated ordering platforms. By placing an order with Costa Vida, you agree to the terms outlined in this policy. We encourage you to read this document carefully before completing any transaction.

If you have any questions about this policy, please contact us at [email protected] before placing your order.

2. Eligibility Conditions for Refunds

We want every customer to enjoy their experience with Costa Vida. Refunds may be granted under the following conditions:

• Your order was incorrect due to an error made by Costa Vida (wrong items delivered or prepared).
• Your food arrived in an unsatisfactory or unsafe condition (spoiled, contaminated, or significantly different from what was described).
• Your order was never delivered or was substantially delayed beyond the estimated time without prior notice.
• You were charged more than the listed price for an item due to a billing or technical error.
• A duplicate charge was applied to your payment method for a single order.
• You received an item to which you have a documented food allergy, despite clearly noting your allergy at the time of ordering.

To be eligible for a refund, you must meet the following requirements:

• You must submit your refund request within the applicable timeframe described in Section 3 of this policy.
• You must provide proof of purchase, including your order number, order date, and contact information used at the time of ordering.
• You must provide a clear and reasonable description of the issue, including photographic evidence where applicable.
• The issue must be reported in good faith and must not result from customer error (e.g., incorrect address provided, incorrect customization selected).

3. Timeframes for Refund Requests

Timely reporting is essential for us to investigate and resolve issues effectively. The following timeframes apply to refund requests:

Requests submitted outside of these timeframes may be denied unless exceptional circumstances can be demonstrated. We reserve the right to evaluate late requests on a case-by-case basis at our sole discretion.

4. Non-Refundable Items and Services

While we strive to accommodate all reasonable refund requests, the following items and circumstances are generally not eligible for a refund:

• Consumed food items: If more than 50% of the food has been consumed, we are generally unable to issue a full refund. Partial refunds may apply in some cases.
• Customer-error orders: Refunds will not be issued for orders that were prepared correctly according to the specifications submitted by the customer (e.g., wrong customization chosen, incorrect delivery address provided).
• Change of mind: We do not offer refunds for orders that were prepared correctly simply because you changed your mind after placing the order.
• Promotional or discounted items: Items purchased as part of limited-time promotions, bundle deals, or at a heavily discounted price may not be eligible for a full refund unless there is a verified quality or safety issue.
• Gift cards and store credits: These are non-refundable and cannot be exchanged for cash.
• Delivery fees: Delivery fees are generally non-refundable unless the non-delivery was caused by an error on our part.
• Tips and gratuities: Any tips or gratuities paid during checkout are non-refundable.
• Third-party platform orders: If your order was placed through a third-party delivery service (such as DoorDash, Uber Eats, or Grubhub), you must contact that platform directly for refund assistance, as their policies apply.

5. How to Request a Refund

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

1. Gather your information: Locate your order confirmation email or receipt. Note your order number, the date and time of the order, the items ordered, and the payment method used.
2. Document the issue: If applicable, take clear photographs of the food, packaging, or any evidence supporting your claim (e.g., incorrect items, damaged packaging, unsafe condition).
3. Contact us: Reach out to our customer service team using one of the following methods:
   • Email: [email protected]
   • Website: costavidagrill.click
4. Provide details: In your message, include your full name, order number, date of order, a description of the issue, and any photos or documentation you have gathered.
5. Await confirmation: Our team will acknowledge your request within 1 to 2 business days and begin reviewing your case.
6. Resolution: Once we have reviewed your request and any supporting evidence, we will notify you of our decision and the next steps, including any applicable refund or credit.

We strongly recommend contacting us via email for the fastest and most documented response. Please do not submit duplicate requests, as this may slow down the review process.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to reach you depends on your original payment method. Please refer to the table below:

Please note that while we process refunds promptly on our end, the actual posting of the refund to your account may be subject to your bank's or payment provider's internal processing times, which are outside of our control. If you do not see your refund after the estimated period, we recommend contacting your bank or payment provider before reaching out to us.

7. Partial Refunds

In certain situations, a partial refund may be issued rather than a full refund. These situations include:

• Only certain items in a multi-item order were incorrect, missing, or unsatisfactory — a refund will be issued for the affected items only.
• The food quality issue affected only a portion of the order.
• A portion of the food had already been consumed before the issue was reported.
• The order was partially fulfilled due to ingredient availability or operational limitations, and you were not notified in advance.
• A promotional discount was applied, and the refund amount will reflect the discounted price paid rather than the full retail price.

The amount of any partial refund will be calculated based on the value of the affected portion of your order at the time of purchase. Costa Vida reserves the right to determine the appropriate refund amount based on the specific circumstances of each case.

8. Exchange Policy

Due to the perishable nature of food products, we are generally unable to offer exchanges once an order has been prepared and delivered. However, in specific circumstances, we may offer the following alternatives:

• In-store or pickup orders: If an error is identified at the point of pickup before you leave, we will remake the item at no additional charge.
• Delivery orders: If an incorrect item was delivered and reported within the applicable timeframe, we may offer a replacement order (subject to availability) or a full refund at our discretion.
• Non-food merchandise: If Costa Vida offers branded merchandise or packaged goods, exchanges may be available within 14 days of purchase, provided the item is unused, in its original packaging, and accompanied by proof of purchase.

Exchanges are subject to product availability and operational capacity at the time of the request. We cannot guarantee that a replacement order can be fulfilled within the same day as the original order.

9. Cancellation Policy

We begin preparing food orders promptly after they are received to ensure freshness and timely delivery. As a result, our cancellation window is limited:

• Within 5 minutes of placing the order: You may cancel your order for a full refund by contacting us immediately at [email protected] or through the order platform used.
• After 5 minutes: Once food preparation has begun, cancellations are generally not accepted, and no refund will be issued for change-of-mind cancellations.
• Pre-scheduled or catering orders: For large orders, catering bookings, or pre-scheduled orders, cancellations must be made 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 in advance may receive a 50% refund. Cancellations made less than 24 hours in advance are non-refundable.
• Cancellations due to our error: If Costa Vida must cancel your order due to operational issues, ingredient unavailability, or system errors, you will receive a full refund or a store credit of equivalent value, at your preference.

10. Dispute Resolution Process

If you are unsatisfied with the outcome of your refund request, Costa Vida provides the following dispute resolution steps:

Step 1: Internal Review Request

Contact our customer service team at [email protected] and request an escalated review of your case. Please include your original case or ticket number, a summary of the issue, and the reason you believe the initial decision was incorrect. Our management team will review the escalation within 3 to 5 business days.

Step 2: Formal Written Complaint

If the escalated review does not resolve your concern, you may submit a formal written complaint to us via email at [email protected]. Please mark the subject line as "Formal Complaint." We will respond in writing within 10 business days with a final determination.

Step 3: Consumer Protection Agencies

If you remain unsatisfied after our internal process, you have the right to file a complaint with relevant consumer protection authorities, including:

• Federal Trade Commission (FTC): www.ftc.gov — under the FTC Act, unfair or deceptive business practices can be reported.
• Better Business Bureau (BBB): www.bbb.org
• Your State Attorney General's Office — each U.S. state maintains a consumer protection division.
• California Consumers: If you are a California resident, you may also have rights under the California Consumer Privacy Act (CCPA/CPRA) and may contact the California Attorney General's office.

Step 4: Chargeback Rights

You retain the right to dispute a charge with your bank or credit card issuer in accordance with the Fair Credit Billing Act (FCBA) and applicable payment network rules. However, we encourage you to contact us first so that we have the opportunity to resolve the matter directly and promptly.

11. Fraud Prevention

Costa Vida takes fraud seriously and reserves the right to deny refund requests that appear to be made in bad faith or that show a pattern of abuse. We monitor refund requests and may decline future refund claims from customers who have previously submitted fraudulent, exaggerated, or repeated unfounded complaints. We may also report suspected fraudulent activity to the appropriate authorities.

12. Changes to This 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. Continued use of our website or services after changes have been posted constitutes your acceptance of the revised policy.

13. Governing Law

This Refund Policy is governed by and construed in accordance with the laws of the United States and the applicable laws of the state in which our operations are located. Any disputes arising under this policy shall be subject to the exclusive jurisdiction of the appropriate courts within the United States.

14. Contact Information

For all refund-related inquiries, cancellations, or disputes, please contact us using the information below. Our customer service team is ready to assist you: