Refund Policy

Overview

At Costa Vida, customer satisfaction is our highest priority. We are committed to providing exceptional fresh Mexican cuisine and outstanding service. This Refund Policy outlines our procedures for processing refunds when our products or services do not meet your expectations.

We understand that occasionally issues may arise with food orders, and we have established clear guidelines to ensure fair and prompt resolution of any concerns. Our goal is to make every dining experience with Costa Vida exceptional.

Refund Eligibility

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

Timeframe Requirements

• Dine-in orders: Refund requests must be made before leaving the restaurant
• Takeout orders: Refund requests must be made within 30 minutes of pickup
• Delivery orders: Refund requests must be made within 45 minutes of delivery
• Catering orders: Refund requests must be made within 2 hours of scheduled delivery/pickup time

Product Condition

• Food items must be substantially uneaten (less than 25% consumed)
• Items must be in original packaging when applicable
• Reason for dissatisfaction must be clearly documented
• Photographic evidence may be requested for delivery orders

Proof of Purchase

• Original receipt or order confirmation number required
• Valid payment method information for verification
• Customer contact information for follow-up communication
• Order details including date, time, and location of purchase

Non-Refundable Items and Services

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

• Consumed food items: Meals that have been largely consumed (more than 50% finished)
• Custom orders: Specially prepared items made to specific customer requests
• Promotional items: Free items received through promotions or loyalty programs
• Gift cards: Once purchased, gift cards cannot be refunded for cash
• Delivery fees: Third-party delivery charges are non-refundable
• Catering deposits: Non-refundable deposits after 48 hours before event
• Change of mind: Orders rejected due to customer preference changes
• Late pickup: Orders not collected within specified timeframe
• Incorrect address: Delivery failures due to customer-provided incorrect information

Refund Request Process

Follow these steps to request a refund for your Costa Vida order:

Step 1: Contact Our Support Team

• Call our customer service line at +1 510-548-5525
• Email us at [email protected] with order details
• Speak with a manager at the restaurant location
• Submit a refund request through our online contact form

Step 2: Provide Required Information

• Order confirmation number or receipt details
• Date, time, and location of purchase
• Specific reason for refund request
• Photos of items if applicable (quality issues)
• Contact information for follow-up

Step 3: Allow Processing Time

• Initial response within 24 hours during business days
• Investigation and review period (1-3 business days)
• Refund approval and processing notification
• Final confirmation of refund completion

Step 4: Receive Refund

• Refund processed to original payment method
• Notification email with transaction details
• Follow-up communication if additional time needed

Refund Methods and Timeframes

Costa Vida processes refunds through the following methods based on your original payment:

Credit/Debit Card Refunds

• Processing time: 3-5 business days after approval
• Method: Automatic credit to original card
• Notification: Email confirmation with reference number
• Bank processing: Additional 1-2 business days may be required

Cash Payment Refunds

• Processing time: Immediate for in-restaurant purchases
• Method: Cash refund at restaurant location
• Requirements: Valid ID and original receipt
• Pickup required: Within 30 days of approval

Digital Payment Refunds

• Mobile wallets: 1-3 business days to original wallet
• Online payments: 2-5 business days depending on provider
• Gift cards: Credit reloaded to original gift card
• Store credit: Available for immediate future purchases

Exchanges vs. Refunds

Costa Vida offers both exchanges and refunds to best serve our customers' needs:

When Exchanges Are Preferred

• Incorrect orders: Wrong items or missing components
• Temperature issues: Food served too cold or not fresh
• Quality concerns: Items not meeting Costa Vida standards
• Customization errors: Incorrect preparation or ingredients

Exchange Process

• Immediate replacement for dine-in customers
• Fresh preparation of correct order items
• No additional charge for exchanges
• Priority preparation for replacement orders

Exchange Benefits

• Faster resolution than full refund process
• Maintain your dining experience with Costa Vida
• Immediate satisfaction rather than waiting for refund
• Often includes complimentary item for inconvenience

When Refunds Are Appropriate

• Customer no longer wants to dine due to time constraints
• Multiple exchange attempts have not resolved issue
• Allergic reaction or dietary restriction concerns
• Significant service failures affecting entire order

Damaged or Defective Items

Costa Vida takes special care to ensure all food items meet our quality standards. For damaged or defective items, we offer expedited resolution:

Immediate Actions for Damaged Items

• Safety first: Do not consume items that appear spoiled or contaminated
• Document issue: Take photos of damaged items and packaging
• Contact immediately: Call restaurant or customer service right away
• Preserve evidence: Keep items for inspection if requested

Types of Quality Issues

• Food safety concerns: Spoiled, contaminated, or foreign objects in food
• Temperature problems: Cold food served hot, or hot food served cold
• Preparation errors: Undercooked, overcooked, or incorrectly prepared items
• Packaging damage: Spilled containers or damaged delivery packaging

Expedited Resolution Process

• Immediate response: Priority handling of quality issue reports
• Full refund guarantee: No questions asked for genuine quality issues
• Additional compensation: Credit for future orders in serious cases
• Quality investigation: Review of preparation processes to prevent recurrence