Refund Policy

At Costa Vida, we are committed to delivering high-quality food and an exceptional dining experience to every customer. We understand that there may be occasions where an order does not meet your expectations, and we have established this Refund Policy to address those situations fairly and transparently. Please read this policy carefully before placing an order through our website at cosvida.click or any of our affiliated platforms.

By placing an order with Costa Vida, you agree to the terms outlined in this Refund Policy. This policy applies to all purchases made online, through third-party delivery platforms associated with Costa Vida, and at our physical locations across the United States.

1. Our Commitment to Quality

Costa Vida takes immense pride in the freshness and quality of our food. Every order is prepared with care using fresh, high-quality ingredients. However, we acknowledge that mistakes can happen, and when they do, we are dedicated to making things right for our customers in a timely and efficient manner.

Our refund and resolution process is designed to be straightforward, respectful of your time, and consistent with applicable consumer protection laws in the United States, including guidelines established by the Federal Trade Commission (FTC) under the FTC Act.

2. Eligibility for Refunds

You may be eligible for a full or partial refund under the following circumstances:

• ✅ You received the wrong item(s) in your order.
• ✅ Your order was missing one or more items you paid for.
• ✅ The food delivered was of poor quality, spoiled, or otherwise unfit for consumption.
• ✅ Your order was significantly delayed beyond the estimated delivery or pickup time due to reasons within Costa Vida's control.
• ✅ A technical error on our website or ordering platform resulted in a duplicate or incorrect charge.
• ✅ Your order was confirmed but never prepared or delivered due to an error on our part.
• ✅ You have a verified food allergy issue caused by mislabeling or failure to accommodate a documented allergy request.

Refund eligibility is assessed on a case-by-case basis, and Costa Vida reserves the right to request supporting documentation such as photographs of the food, order receipts, or other relevant evidence before processing a refund.

3. Timeframes for Refund Requests

To ensure a prompt resolution, refund requests must be submitted within the timeframes listed below:

4. Non-Refundable Items and Situations

The following are generally not eligible for a refund:

• Orders that have been partially or fully consumed without a legitimate quality complaint.
• Changes in personal taste or preference after the order has been prepared and delivered.
• Requests to modify an order after it has already been confirmed and sent to our kitchen team.
• Delivery delays caused by third-party delivery services, traffic conditions, weather events, or other circumstances outside of Costa Vida's control.
• Items purchased during promotional events, special offers, or discount campaigns, unless the item itself is defective or incorrect.
• Refund requests submitted outside the applicable time windows outlined in Section 3.
• Dissatisfaction based on subjective preferences such as portion size, spice level, or ingredient ratios, where the order was prepared as requested.
• Gift cards, promotional credits, or loyalty reward points that have already been redeemed.

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

Submitting a refund request with Costa Vida is a simple process. Please follow the steps below to ensure your request is handled as quickly as possible:

6. Refund Processing Times by Payment Method

Once a refund is approved, the time it takes for the funds to appear in your account depends on your original payment method:

Please note that while we initiate refunds promptly upon approval, the actual timing of when funds appear in your account is ultimately controlled by your bank or payment provider and may vary. Costa Vida is not responsible for delays caused by financial institutions.

7. Partial Refunds

In some circumstances, Costa Vida may issue a partial refund rather than a full refund. Situations where a partial refund may be applicable include:

• Only a portion of your order was incorrect or missing (e.g., a side item was missing, but the main entrée was delivered correctly).
• The food quality issue affected only part of your order.
• You received a promotional discount on your order, and the refund is adjusted accordingly.
• The item in question was part of a bundled deal or combo, and the remaining items were delivered correctly.
• Delivery fees may not be refunded if the delivery itself was completed but only certain food items are being disputed.

In cases where a partial refund is issued, our customer support team will clearly explain the amount refunded and the rationale for the partial determination.

8. Exchange Policy

Costa Vida understands that sometimes a replacement is more desirable than a monetary refund, especially when the issue involves a wrong item or a missing component of your meal.

If you received the wrong item or a meal that was prepared incorrectly, you may request an exchange or a replacement in lieu of a monetary refund. To qualify for an exchange or replacement:

• The request must be made within 2 hours of receiving your order for dine-in or pickup orders.
• For delivery orders, replacement requests must be submitted within 24 hours of delivery.
• The original incorrect item may need to be returned (for pickup or dine-in orders) or documented with a photograph (for delivery orders).

Replacements are subject to availability and may not always be possible depending on your location and timing of the request. In such cases, a monetary refund or store credit will be offered instead.

9. Cancellation Policy

Due to the nature of our fresh food preparation process, cancellations are time-sensitive. The following terms apply to order cancellations:

9.1 Online Orders

If you need to cancel an online order placed through cosvida.click, you must do so within 5 minutes of placing the order. Once our kitchen team has begun preparing your order, cancellations will generally not be accepted, and no refund will be issued.

9.2 Catering or Large Group Orders

For catering orders or large group reservations, cancellations must be submitted at least 48 hours before the scheduled pickup or delivery time to receive a full refund. Cancellations made between 24–48 hours in advance may be eligible for a partial refund of up to 50% of the order total. Cancellations made less than 24 hours before the scheduled time are not eligible for a refund, as ingredients and preparation resources will already have been committed.

9.3 How to Cancel

To cancel an order, please contact us immediately via email at [email protected] with your order number, name, and the reason for cancellation. We will confirm whether the cancellation was received in time and advise on the applicable refund status.

10. Dispute Resolution Process

If you are unsatisfied with the outcome of your refund request, Costa Vida provides a structured dispute resolution process to ensure every concern is addressed fairly.

10.1 Internal Escalation

If you believe your refund request was incorrectly denied or improperly handled, you may request an internal review by emailing [email protected] with the subject line "Refund Dispute — [Your Order Number]". Please include all relevant documentation, including your original refund request, the response you received, and any additional evidence supporting your claim. Our senior customer service team will review the escalation within 5 business days.

10.2 Chargeback Rights

You have the right to initiate a chargeback through your credit card issuer or bank if you believe an unauthorized or incorrect charge was made. However, we encourage you to contact us directly first, as most disputes can be resolved quickly without the need for a formal chargeback process. Initiating a chargeback before attempting to resolve the issue with Costa Vida may delay the resolution process.

10.3 Consumer Protection Resources

Customers in the United States have the right to file a complaint with the following authorities if they believe their consumer rights have been violated:

• Federal Trade Commission (FTC): www.ftc.gov
• Your State Attorney General's Office — for state-level consumer protection complaints.
• Better Business Bureau (BBB): www.bbb.org

11. Fraud Prevention

Costa Vida takes fraudulent refund claims seriously. Any customer found to be submitting false, misleading, or exaggerated claims with the intent to obtain unwarranted refunds may have their account suspended, and future orders may be refused. We reserve the right to report instances of confirmed fraud to relevant authorities in accordance with applicable United States laws.

12. Policy Updates

Costa Vida reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on our website at cosvida.click with an updated effective date. Your continued use of our services after such changes constitutes your acceptance of the revised policy. We recommend reviewing this policy periodically to stay informed of any updates.

13. Contact Us

For all refund requests, inquiries, or concerns related to this policy, please reach out to our customer support team using the contact details below. We are committed to responding promptly and resolving your concern in a professional and courteous manner.

This Refund Policy was last reviewed and updated on June 9, 2026. All rights reserved. Costa Vida — cosvida.click