Refund Policy

1. Overview

At Costa Vida, we are committed to providing exceptional dining experiences and outstanding customer service. We stand behind the quality of our food and services, and we want every customer to be completely satisfied with their purchase. This refund policy outlines the terms and conditions under which refunds may be requested and processed.

We believe in transparency and fairness in all our business practices. If you are not satisfied with your Costa Vida experience, we encourage you to contact us so we can make it right. Our goal is to resolve any issues quickly and to your satisfaction.

2. Eligibility for Refunds

Refunds may be requested under the following conditions:

• Timeframe: Refund requests must be made within 24 hours of purchase for dine-in orders, or within 2 hours for delivery orders
• Food Quality Issues: Items that are spoiled, contaminated, or do not meet our quality standards
• Order Errors: Incorrect items delivered or significant deviations from the order specifications
• Service Issues: Significant delays or service failures that materially impact your dining experience
• Proof of Purchase: Valid receipt or order confirmation required for all refund requests
• Unused Portions: For food safety reasons, refunds are only available for substantially uneaten items

3. Non-Refundable Items

The following items and services are not eligible for refunds:

• Consumed food items (more than 25% consumed)
• Custom or special orders that were prepared to customer specifications
• Items that were damaged due to customer handling or storage
• Beverages that have been opened and partially consumed
• Promotional items, free samples, or complimentary offerings
• Gift cards or store credit (unless required by law)
• Catering services delivered and set up as contracted
• Items returned after the specified time limits
• Orders where the customer cannot provide valid proof of purchase

4. Refund Process

To request a refund, please follow these steps:

• Step 1: Contact our customer service team immediately via phone, email, or in-person at the restaurant
• Step 2: Provide your order details, receipt, and specific reason for the refund request
• Step 3: Allow our staff to inspect the items (if applicable) and document the issue
• Step 4: Complete the refund request form with all required information
• Step 5: Await approval from management (typically within 2 business hours)
• Step 6: Return or dispose of the items as directed by our staff
• Step 7: Receive confirmation of your refund processing

5. Refund Methods and Timeframe

Approved refunds will be processed using the following methods and timeframes:

• Credit/Debit Cards: Refunds processed to original payment method within 3-5 business days
• Cash Payments: Immediate cash refund available at the restaurant location
• Digital Payments: Refunds to digital wallets processed within 1-3 business days
• Gift Cards: Store credit issued for gift card purchases, redeemable at any location
• Third-Party Delivery: Refunds processed through the delivery platform within their specified timeframe

Please note that while we process refunds quickly, the actual time for funds to appear in your account depends on your financial institution's processing times.

6. Exchanges Policy

We offer exchanges as an alternative to refunds in many situations:

• Same-Value Exchanges: Replace incorrect items with the correct order at no additional cost
• Upgraded Exchanges: Customer pays the difference for higher-priced replacement items
• Store Credit: Receive store credit for future purchases when refunds are not feasible
• Immediate Replacements: Fresh preparation of items that don't meet quality standards
• Alternative Selections: Choose different menu items of equal or lesser value

Exchanges are often faster than refunds and allow you to enjoy your Costa Vida experience without delay. Our team will work with you to find the best solution.

7. Damaged or Defective Items

Special provisions apply to damaged or defective food items:

• Immediate Reporting: Damaged items must be reported immediately upon receipt
• Photo Documentation: We may request photos of damaged items for quality control purposes
• Health and Safety: Any food safety concerns will be investigated immediately and resolved prioritized
• Full Replacement: Damaged orders will be completely remade at no charge
• Expedited Service: Replacement orders receive priority preparation
• Additional Compensation: Significant inconvenience may warrant additional compensation or credits
• Quality Assurance: All incidents are documented to prevent future occurrences

8. Contact Information

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

Last Updated: January 2026
Policy Version: 2.1

This refund policy may be updated periodically. Changes will be posted on our website and in our restaurants. Continued use of our services after policy changes constitutes acceptance of the updated terms.