Refund Policy

Effective Date: May 15, 2026 | Last Updated: May 15, 2026

1. Introduction

Costa Vida ("we," "us," "our," or "the Company") operates the website located at costavida-meal.top and provides food-related products and services to customers across the United States. We understand that issues can arise with food orders, and we strive to resolve any problems quickly and fairly.

This Refund Policy is governed by applicable United States federal and state consumer protection laws, including guidelines set forth by the Federal Trade Commission (FTC) Act and relevant state consumer protection statutes. By placing an order through our website, you agree to the terms described in this policy.

If you have any questions about this policy, please contact us at:

2. Eligibility Conditions for Refunds

We want every customer to have an excellent experience with Costa Vida. Refunds may be issued under the following conditions:

2.1 Eligible Refund Situations

• Incorrect Order: You received an item or meal that does not match what you ordered.
• Missing Items: One or more items from your order were not included in your delivery or pickup.
• Food Quality Issues: The food delivered was spoiled, contaminated, or of a quality that is clearly unacceptable and unsafe for consumption.
• Duplicate Charges: You were charged more than once for the same order due to a technical or billing error.
• Order Not Delivered: Your order was confirmed and charged but never arrived within the stated delivery window and no resolution was provided by the delivery service.
• Significant Preparation Error: Your order was prepared in a manner that substantially deviates from the description or fails to accommodate a clearly communicated dietary restriction (such as a documented allergy).

2.2 General Eligibility Requirements

To be eligible for a refund, you must meet the following requirements:

• Your refund request must be submitted within the applicable timeframe described in Section 3 of this policy.
• You must provide adequate proof of purchase, such as your order confirmation number or receipt.
• You must provide a clear description of the issue, along with supporting documentation (such as photographs) where applicable.
• The request must be submitted by the original customer who placed the order.

3. Timeframes for Refund Requests

Given the perishable nature of food products, refund requests must be submitted promptly. The following timeframes apply:

4. Non-Refundable Items and Services

The following are generally not eligible for refunds:

• Change of Mind: Refunds will not be issued because you changed your mind after an order has been prepared or delivered.
• Customization Errors by Customer: If a customization or special instruction was entered incorrectly by the customer at the time of ordering, we are not responsible for the resulting product.
• Partially Consumed Meals: Meals that have been significantly consumed are not eligible for a full refund unless a quality issue is documented prior to consumption.
• Promotional and Discounted Items: Items purchased under certain promotional campaigns may be non-refundable, as specified in the applicable promotion terms.
• Digital or Redeemed Gift Cards: Gift cards and digital vouchers that have been fully or partially redeemed are non-refundable.
• Delivery Fees: Delivery fees are generally non-refundable unless the non-delivery was solely due to a fault by Costa Vida or its delivery partners.
• Service Fees and Platform Fees: Any processing or service fees charged at the time of checkout are non-refundable.

5. How to Request a Refund (Step-by-Step)

To initiate a refund, please follow the steps below:

1. Step 1 — Gather Your Information: Locate your order confirmation number, proof of payment, and any evidence of the issue (such as photos of the incorrect or unsatisfactory food item).
2. Step 2 — Contact Us: Reach out to our customer support team by sending an email to [email protected]. You may also use the contact form available on our website at costavida-meal.top.
3. Step 3 — Provide Details: In your message, include: (a) your full name, (b) order confirmation number, (c) date and time of your order, (d) a detailed description of the issue, and (e) any supporting photos or documentation.
4. Step 4 — Await Confirmation: Our customer support team will acknowledge your request within 1–2 business days and may ask follow-up questions to verify your claim.
5. Step 5 — Review Decision: We will review your claim and notify you of our decision, including whether a full refund, partial refund, or alternative resolution (such as a replacement or credit) will be provided.
6. Step 6 — Refund Issued: If your request is approved, the refund will be processed according to the timeframes outlined in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved, please allow the following estimated processing times based on your original payment method:

Please note that while we initiate refunds promptly upon approval, the actual time for funds to appear in your account depends on your financial institution and is outside of our control. If you have not received your refund after the maximum stated period, please contact your bank or payment provider before reaching out to us.

7. Partial Refunds

In certain circumstances, a partial refund may be issued rather than a full refund. Partial refunds may apply in the following situations:

• Only a portion of your order was missing or incorrect, and the remaining items were satisfactory.
• A food quality issue affected only part of a multi-item order.
• The order was partially consumed before the quality issue was identified, and the issue was not present throughout the entire order.
• A coupon or promotional discount was applied to the original order; refunds will be calculated based on the actual amount paid, not the original price.
• A delivery delay occurred but the order was ultimately received and partially acceptable.

The amount of any partial refund will be determined at our sole discretion, based on a fair assessment of the issue reported, the documented evidence provided, and the value of the affected item(s).

8. Exchange Policy

Due to the nature of food products, exchanges (i.e., replacing one delivered item with another) are handled as follows:

• In-Store or Pickup Orders: If you notice an error with your order at the time of pickup, we will do our best to correct it immediately at no additional charge, subject to availability.
• Delivery Orders: For delivery orders, direct exchanges are generally not available once the order has been delivered. Instead, we will issue a refund or store credit for the affected item(s) as described in this policy.
• Remake Policy: In cases where a meal was prepared incorrectly, we may offer to remake the meal and deliver or make it available for pickup, subject to operational availability and your preference.

Please contact us at [email protected] as soon as you identify a problem so we can offer the most appropriate resolution.

9. Cancellation Policy

Food orders involve immediate preparation once confirmed. Our cancellation policy is as follows:

9.1 Before Preparation Begins

If you wish to cancel your order, you must do so within 5 minutes of placing it and before the kitchen begins preparation. To cancel, contact us immediately at [email protected] with your order number. If the order has not yet entered the preparation stage, we will issue a full refund.

9.2 After Preparation Has Begun

Once an order has entered the preparation phase, cancellations are generally not accepted, and no refund will be issued. This is due to the perishable nature of food and the resources already committed to preparing your order.

9.3 Catering and Large Orders

For catering orders or large group orders placed in advance:

• Cancellations made 48 hours or more before the scheduled time: Full refund.
• Cancellations made between 24 and 48 hours before the scheduled time: 50% refund.
• Cancellations made less than 24 hours before the scheduled time: No refund.

9.4 Cancellations Due to Unforeseen Circumstances

In the event that Costa Vida must cancel your order due to operational issues, ingredient unavailability, or other unforeseen circumstances on our end, you will receive a full refund within the applicable processing timeframe.

10. Dispute Resolution Process

If you are not satisfied with our initial response to your refund request, you may escalate the matter using the following process:

10.1 Internal Escalation

Submit a formal written complaint to [email protected] with the subject line "Refund Dispute – [Your Order Number]." Include all relevant correspondence, documentation, and your desired resolution. A senior member of our team will review and respond within 5 business days.

10.2 Chargeback and Credit Card Disputes

You have the right to initiate a chargeback through your credit card or debit card provider if you believe you have been wrongfully charged. We encourage you to contact us first before initiating a chargeback, as we are committed to resolving issues directly and promptly. Under the Fair Credit Billing Act (FCBA) and applicable FTC regulations, consumers have the right to dispute billing errors with their card issuer.

10.3 Consumer Protection Agencies

If you believe your consumer rights have been violated, you may file a complaint with:

• Federal Trade Commission (FTC): reportfraud.ftc.gov
• Consumer Financial Protection Bureau (CFPB): consumerfinance.gov
• Your applicable State Attorney General's Office or state consumer protection agency.

10.4 Arbitration

For unresolved disputes that cannot be settled through the internal escalation process, both parties agree to pursue binding arbitration in accordance with the American Arbitration Association (AAA) Consumer Arbitration Rules, before resorting to litigation. Any arbitration will take place in the United States and will be governed by the applicable laws of the state in which Costa Vida operates. This clause does not limit your rights as a consumer under applicable federal or state law.

11. Consumer Rights Under U.S. Law

As a consumer in the United States, you are protected by various federal and state laws, including but not limited to:

• Federal Trade Commission (FTC) Act: Prohibits unfair or deceptive acts or practices in commerce.
• Fair Credit Billing Act (FCBA): Protects consumers from billing errors and provides the right to dispute charges.
• Electronic Fund Transfer Act (EFTA): Provides protections for electronic payments and transfers.
• State Consumer Protection Laws: Each U.S. state has its own consumer protection statutes. In California, for example, the California Consumer Protection Act (CCPA/CPRA) provides additional rights regarding data and transactions. We comply with all applicable state-level requirements.

Nothing in this Refund Policy is intended to limit or override any statutory rights you may have under applicable federal or state law. If any provision of this policy conflicts with applicable law, the applicable law shall prevail.

12. Policy Updates

Costa Vida reserves the right to modify this Refund Policy at any time. Any changes will be posted on this page with an updated effective date. We encourage you to review this policy periodically. Continued use of our website and services after any changes have been posted constitutes your acceptance of the revised policy.

13. Contact Us

For all refund-related inquiries, cancellations, or complaints, please contact our customer support team using the information below. We are committed to responding to all inquiries within 1–2 business days.