Refund Policy

Effective Date: June 12, 2026 | Last Updated: June 12, 2026

1. Introduction

At Costa Vida, we are committed to delivering high-quality food and an exceptional customer experience. We understand that situations may arise where a refund or exchange is necessary, and we strive to handle all such requests fairly, promptly, and in accordance with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act and applicable state regulations.

This Refund Policy governs all purchases made through our website mealcostavida.click and any associated ordering platforms. It applies to all customers located in the United States. If you have any questions or concerns about this policy, please contact us directly at [email protected].

2. Eligibility Conditions for Refunds

To be eligible for a refund, the following conditions must generally be met:

• The request must be submitted within the applicable timeframe outlined in Section 3 of this policy.
• The order must have been placed directly through mealcostavida.click or an authorized ordering channel associated with Costa Vida.
• The issue must fall within one or more of the accepted refund categories described below.
• The customer must provide valid proof of purchase, such as an order confirmation number, receipt, or transaction ID.

Accepted Refund Categories

3. Timeframes for Refund Requests

Timely reporting is essential for us to investigate and resolve your concern effectively. Please review the following timeframes:

• Food Quality or Incorrect Order Issues: Must be reported within 24 hours of receiving your order.
• Missing Items: Must be reported within 24 hours of the scheduled delivery or pickup time.
• Order Not Delivered: Must be reported within 48 hours of the expected delivery window closing.
• Duplicate Charges: Must be reported within 7 business days of the transaction appearing on your account statement.
• Cancellation Requests: Must be submitted before the order enters the preparation stage (see Section 8 for full cancellation policy).

4. Non-Refundable Items and Situations

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

• Orders that have been partially or fully consumed, unless a genuine food quality concern is documented and reported within the 24-hour window.
• Delivery fees, service charges, or platform fees, except in cases where the order was never delivered due to our error.
• Promotional items, complimentary add-ons, or items obtained through a discount code or coupon.
• Orders where the customer provided an incorrect delivery address and the food could not be re-routed.
• Delays caused by third-party delivery services outside of our direct control.
• Orders affected by circumstances beyond our reasonable control, including extreme weather, natural disasters, or government-mandated closures.
• Gift cards, loyalty points, or any redeemed promotional credits.

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

To submit a refund request, please follow these steps carefully to ensure a smooth and efficient resolution process:

1. Step 1: Gather Your Information

   Before reaching out, please have the following ready:

   • Your full name and contact information
   • Order confirmation number or transaction ID
   • Date and time of the order
   • A clear description of the issue
   • Photographs of the food or packaging (if applicable and available)
2. Step 2: Contact Us

   Send your refund request to us via one of the following channels:

   • Email: [email protected]
   • Website: mealcostavida.click
3. Step 3: Await Acknowledgment

   Once your request is received, you will receive an acknowledgment response within 1–2 business days. This acknowledgment does not constitute approval of your refund.

4. Step 4: Review and Investigation

   Our team will review the details of your request, which may include reviewing order records, delivery logs, and any photographic evidence you have provided. This process typically takes 2–5 business days.

5. Step 5: Resolution Decision

   You will be notified of the outcome of your request via the email address provided during checkout or at the time of your inquiry. If approved, your refund will be processed according to the timelines described in Section 6.

6. Refund Processing Times by Payment Method

Once a refund has been approved, processing times may vary depending on the payment method used at the time of purchase. The following are estimated timelines:

Please note that while we process the refund on our end within these timeframes, your financial institution may require additional time to post the credit to your account. Costa Vida is not responsible for delays caused by banks or payment processors.

7. Partial Refunds

In certain circumstances, a partial refund may be issued rather than a full refund. This may apply when:

• Only a portion of your order was incorrect, missing, or unsatisfactory.
• You consumed part of the order before identifying the issue.
• The refund request relates to a bundled or combo order where only one component was affected.
• A promotional discount was applied to the original order that affects the total refundable amount.
• Delivery or service fees were applicable and the food itself was the only disputed element.

In all cases of partial refunds, our team will provide a clear explanation of the amount being refunded and the reason for any deductions. Customers who disagree with a partial refund decision may escalate their concern through the dispute resolution process outlined in Section 10.

8. Cancellation Policy

We understand that plans change, and we will do our best to accommodate cancellation requests when possible.

Online Orders

• Before Preparation Begins: If you contact us before your order has entered the preparation stage, we will cancel your order and issue a full refund at no charge.
• After Preparation Has Begun: Once an order has entered the preparation stage, cancellations may not be possible. We will attempt to cancel if operationally feasible, but this is not guaranteed.
• After Dispatch or Pickup: Orders that have already been dispatched for delivery or are ready for pickup cannot be cancelled. A refund may still be available if the order was incorrect or did not meet quality standards upon receipt.

Pre-Orders and Catering Orders

For catering or large-volume pre-orders, the following cancellation terms apply:

• More than 48 hours before the scheduled time: Full refund issued.
• Between 24–48 hours before the scheduled time: Up to 50% refund may be issued at our discretion, as ingredients and preparation may have already commenced.
• Less than 24 hours before the scheduled time: Cancellations are generally non-refundable. Store credit may be offered at our discretion.

9. Exchange Policy

Due to the perishable nature of food products, traditional item exchanges are not possible in the same way they might apply to retail goods. However, Costa Vida is committed to making things right when an error occurs.

In circumstances where a food item was incorrect or did not meet our quality standards, we may offer:

• A replacement item on your next order, subject to availability.
• A store credit of equivalent value applicable to a future order.
• A full or partial monetary refund as detailed in this policy.

Exchanges or replacements must be requested within the applicable timeframes listed in Section 3. Requests for exchanges will be handled through the same process described in Section 5.

10. Dispute Resolution Process

If you are unsatisfied with the outcome of your refund request, or if you believe your concern has not been adequately addressed, you have the following options for escalation:

Step 1: Internal Escalation

Contact us again at [email protected] and request that your case be reviewed by a senior team member. Please reference your original refund request number or communication and clearly explain why you believe the decision was incorrect.

Step 2: Informal Mediation

If internal escalation does not resolve the matter, both parties agree to attempt informal mediation in good faith before pursuing any formal legal action. This may involve written correspondence, phone discussions, or a mutually agreed-upon mediator.

Step 3: Consumer Protection Resources

Customers in the United States may also file a complaint with the following agencies if they believe their consumer rights have been violated:

• Federal Trade Commission (FTC): www.ftc.gov — The FTC enforces consumer protection laws in the United States, including rules against unfair or deceptive business practices.
• Better Business Bureau (BBB): www.bbb.org
• State Attorney General's Office: Depending on your state of residence, your state's Attorney General office may offer consumer complaint services.

Step 4: Chargeback Rights

Customers retain the right to dispute a charge directly with their bank or credit card issuer if they believe an unauthorized or erroneous charge has occurred. However, we encourage customers to contact us first at [email protected] to allow us the opportunity to resolve the issue directly, which is often faster than a formal chargeback process.

11. Policy Amendments

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

12. Contact Information for Refund Requests

For all refund-related inquiries, cancellations, or quality concerns, please reach out to us using the following contact details. Our team is available to assist you and aims to respond to all inquiries within 1–2 business days.

When contacting us, please include your order confirmation number, a description of the issue, and any relevant photos or documentation to help us process your request as efficiently as possible. We are committed to resolving all matters fairly and in a timely fashion, and we value every customer's experience with Costa Vida.

This Refund Policy was last reviewed and updated on June 12, 2026. It applies to all orders placed through mealcostavida.click. Costa Vida reserves all rights not expressly granted herein.