Refund Policy

1. Overview

At Costa Vida, we are committed to providing our customers with exceptional food quality and service. We understand that there may be occasions when you are not completely satisfied with your purchase. This refund policy outlines the conditions and procedures for requesting refunds on food orders, catering services, and related products.

Our goal is to ensure customer satisfaction while maintaining fair business practices. We strive to resolve all concerns promptly and professionally, working with each customer to find the best solution for their specific situation.

2. Eligibility Criteria

To be eligible for a refund, your request must meet the following conditions:

• Timeframe: Refund requests must be made within 24 hours of purchase for dine-in and takeout orders, or within 2 hours for delivery orders
• Proof of Purchase: Valid receipt or order confirmation number must be provided
• Product Condition: Food items must be substantially unconsumed (less than 25% consumed) for quality-related refunds
• Legitimate Concern: Refund must be based on valid reasons such as:
  • Food quality issues (cold, incorrect preparation, spoiled ingredients)
  • Incorrect order fulfillment
  • Allergic reaction due to undisclosed ingredients
  • Service-related problems affecting the dining experience
• Documentation: Photos of the issue may be required for certain refund types

3. Non-Refundable Items

The following items and services are not eligible for refunds under normal circumstances:

• Completely consumed food items (unless due to food poisoning or allergic reaction)
• Custom catering orders canceled less than 48 hours before the event
• Gift cards and promotional items
• Special event or holiday menu items (unless defective)
• Items consumed outside our premises more than 2 hours after purchase
• Orders where the customer changed their mind about menu selections
• Delivery orders where the address provided was incorrect
• Third-party delivery service fees (these must be addressed with the delivery provider)

4. Refund Process

To request a refund, please follow these steps:

1. Immediate Action: If dining in our restaurant, speak with a manager immediately
2. Contact Us: For takeout or delivery orders, contact our customer service team:
   • Phone: +1 859-710-8877 (Monday-Sunday, 9:00 AM - 10:00 PM)
   • Email: [email protected]
   • In-person at our location: 7847 Tanners Ln Suite 100, Florence, KY 41042, USA
3. Provide Information: Share the following details:
   • Order number and receipt
   • Date and time of purchase
   • Description of the issue
   • Photos if applicable
4. Investigation: We will review your request within 1 business day
5. Resolution: You will be notified of our decision and next steps within 2 business days

5. Refund Methods and Timeframe

Approved refunds will be processed using the following methods:

• Original Payment Method: Refunds are typically issued to the original form of payment used for the purchase
• Cash Purchases: Cash refunds available for purchases made with cash (with valid receipt)
• Credit/Debit Cards: 3-5 business days for refund to appear on statement
• Digital Payments: 1-3 business days for mobile payment apps and digital wallets
• Gift Cards: Refund may be issued as store credit in the form of a gift card

Processing Time: Once approved, refunds are initiated within 24 hours. The time for the refund to appear in your account depends on your payment provider.

6. Exchanges Policy

In many cases, we prefer to offer exchanges rather than refunds to ensure customer satisfaction:

• Same-Day Exchanges: Items can be exchanged for equal or lesser value on the same day of purchase
• Upgraded Exchanges: Customers may pay the difference for higher-value items
• Menu Substitutions: We can often substitute ingredients or modify orders to meet dietary needs
• Store Credit: Exchange value may be provided as store credit for future visits

Exchanges are often processed faster than refunds and allow customers to try different menu items that may better suit their preferences.

7. Damaged or Defective Items

Special provisions apply to items that arrive damaged or are defective:

• Immediate Replacement: Damaged items during dine-in service are replaced immediately at no charge
• Delivery Issues: Damaged delivery orders receive priority for replacement or full refund
• Temperature Issues: Cold food that should be hot, or melted items, qualify for immediate replacement
• Contamination: Any signs of contamination result in immediate replacement and investigation
• Packaging Problems: Spilled or leaked items during transport are replaced or refunded

We take food safety and quality seriously. Any item that could pose a health risk receives immediate attention and resolution.

8. Contact Information

For refund requests or questions about this policy, please contact us using any of the following methods:

Response Time: We aim to respond to all refund requests within 24 hours during business hours. Complex cases may require additional time for proper investigation and resolution.

Escalation: If you are not satisfied with the initial response to your refund request, you may ask to speak with a manager or submit a formal complaint for further review.