Refund Policy

At Via 313, we are committed to delivering exceptional food experiences and ensuring our customers are satisfied with every order. We understand that situations arise where a refund or exchange may be necessary, and we have established this Refund Policy to provide clear, fair, and transparent guidelines for all refund-related matters. Please read this policy carefully before placing your order.

1. General Overview

This Refund Policy applies to all food orders, catering services, and any other purchases made through our website at via313.digital, in-store, or through any third-party delivery platforms affiliated with Via 313. By placing an order with us, you agree to the terms outlined in this policy. We reserve the right to update or modify this policy at any time, and any changes will be reflected on this page with an updated effective date.

Via 313 operates in compliance with applicable United States consumer protection laws, including regulations enforced by the Federal Trade Commission (FTC) under the FTC Act. Where applicable, California residents may also have additional rights under the California Consumer Privacy Act (CCPA/CPRA). Our commitment is to handle all refund requests promptly, professionally, and fairly.

2. Eligibility Conditions for Refunds

To be eligible for a refund, one or more of the following conditions must be met:

• Incorrect Order: You received an item that is different from what you ordered, including wrong toppings, ingredients, or menu items.
• Missing Items: Part of your order was not included at the time of delivery or pickup.
• Food Quality Issues: The food delivered or picked up was undercooked, overcooked, spoiled, or otherwise not up to our quality standards.
• Foreign Objects: The food contained an unexpected non-food item or foreign object that poses a safety concern.
• Significant Delivery Delay: Your order was delivered significantly later than the quoted time, resulting in food that is no longer fresh or suitable for consumption, as determined on a case-by-case basis.
• Duplicate Charges: You were charged more than once for the same order due to a system or payment processing error.
• Order Not Received: Your delivery order did not arrive, and there is no confirmation of a successful delivery to your address.

Refund eligibility is evaluated on a case-by-case basis. Via 313 reserves the right to request supporting documentation such as photos, videos, or a description of the issue before approving a refund.

3. Timeframes for Refund Requests

We encourage customers to contact us as soon as possible after identifying a problem with their order. The following timeframes apply to refund requests:

Refund requests submitted outside of these timeframes may not be honored. We strongly recommend inspecting your order upon receipt and contacting us immediately if there is a problem.

4. Non-Refundable Items and Services

Certain items and services are non-refundable under this policy. These include, but are not limited to:

• Food items that have been fully consumed or substantially eaten without a reported issue at the time of consumption.
• Customized or specially prepared orders made to customer specifications, where the correct ingredients and instructions were followed.
• Delivery fees charged by third-party platforms (refunds for delivery fees must be pursued directly with the respective platform).
• Service charges, tips, or gratuities added to your order.
• Promotional or discounted items purchased as part of a limited-time offer, unless a verifiable quality issue is reported.
• Gift cards and digital vouchers once activated or redeemed.
• Orders where the customer provided an incorrect delivery address or was unavailable to receive the delivery after multiple contact attempts.
• Change-of-mind refund requests after an order has been prepared and is ready for pickup or has been dispatched for delivery.

5. How to Request a Refund

Follow these steps to submit a refund request with Via 313:

1. Step 1 — Gather Your Information: Before contacting us, gather the following details: your order number or confirmation number, the date and time of your order, the name used to place the order, a description of the issue, and any supporting photos or videos if applicable.
2. Step 2 — Contact Us: Reach out to our customer support team via one of the following methods:
   • Email: [email protected]
   • Website: via313.digital
   Please use the subject line "Refund Request — [Your Order Number]" when emailing us for faster processing.
3. Step 3 — Provide Documentation: If requested by our team, submit any relevant photos, screenshots, or other supporting documentation to help us evaluate your claim accurately and efficiently.
4. Step 4 — Review and Confirmation: Our customer support team will review your request within 1–3 business days. We may follow up with additional questions to clarify the nature of the issue before reaching a decision.
5. Step 5 — Resolution: Once your request is reviewed and approved, we will notify you of the outcome and initiate the appropriate resolution — whether that is a full refund, partial refund, store credit, or replacement item.

6. Refund Processing Times by Payment Method

Once a refund is approved, the time it takes for funds to return to your account varies depending on your original payment method:

Please note that while we process refunds promptly on our end, the actual time for funds to appear in your account is subject to your bank or payment provider's processing schedule, which is beyond our control. If you have not received your refund within the stated timeframe, please contact your bank or payment provider first, and then reach out to us if the issue persists.

7. Partial Refunds

In certain circumstances, Via 313 may offer a partial refund rather than a full refund. Partial refunds may be issued in the following situations:

• Only a portion of your order was incorrect, missing, or unsatisfactory, while the remainder of the order was received as expected.
• The reported quality issue affected only one or a few items in a larger order.
• A significant portion of the food had already been consumed before the issue was reported.
• The issue is related to a minor discrepancy in customization that did not substantially affect the overall meal experience.
• Delivery was delayed but the food was still received in an acceptable condition.

The amount of any partial refund will be determined at the sole discretion of Via 313 based on the specific circumstances of each case. We strive to be fair and reasonable in all our determinations.

8. Exchange Policy

In lieu of a monetary refund, Via 313 may offer to replace your order or an individual item where a verifiable issue has been reported. Our exchange policy is as follows:

• Replacement Orders: If your order was incorrect or significantly below our quality standards, we may offer to prepare and deliver or provide a replacement order at no additional charge, subject to availability and operating hours.
• Item-Level Replacement: If only one item in your order was affected, we may offer to replace that specific item during your next visit or as part of a redelivery, where logistically feasible.
• Store Credit: In cases where a direct replacement is not possible, we may offer Via 313 store credit equivalent to the value of the affected item(s), which can be applied to a future order.

Exchanges are offered as a customer courtesy and are subject to the same eligibility conditions as monetary refunds. Acceptance of an exchange does not waive your right to pursue a monetary refund if the replacement also fails to meet our quality standards.

9. Cancellation Policy

Orders placed with Via 313 enter preparation quickly to ensure freshness and prompt delivery. As a result, our cancellation window is limited. Please review the following cancellation guidelines:

• Standard Orders: You may cancel your order within 5 minutes of placing it, provided that preparation has not yet begun. After this window, cancellations may not be possible, and a refund may not be issued.
• Pre-Orders: Pre-orders may be cancelled up to 24 hours before the scheduled pickup or delivery time without penalty. Cancellations within 24 hours of a pre-order may be subject to a partial charge.
• Catering and Event Orders: Catering orders require a minimum cancellation notice of 72 hours prior to the scheduled event date to receive a full refund. Cancellations made within 72 hours may result in forfeiture of any deposit paid. Specific terms will be outlined in your catering agreement.
• Third-Party Platform Orders: If you placed your order through a third-party delivery platform (e.g., DoorDash, Uber Eats, Grubhub), please refer to that platform's cancellation policy, as Via 313 does not control the cancellation process for those orders.

To request a cancellation for orders placed directly through via313.digital, please contact us immediately at [email protected].

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Via 313 offers the following dispute resolution steps:

1. Internal Escalation: You may request to have your case reviewed by a senior member of our customer support team. Please send an email to [email protected] with the subject line "Refund Dispute — [Your Order Number]" and a detailed explanation of your concern.
2. Informal Resolution: We encourage open communication and will make every reasonable effort to resolve disputes informally. Our team will respond to escalated disputes within 3–5 business days.
3. Chargeback Notice: If you choose to initiate a chargeback through your bank or credit card provider before contacting us, please be aware that we reserve the right to dispute the chargeback and provide evidence of the original transaction and our refund decision. We strongly encourage customers to reach out to us first, as we are committed to resolving issues fairly and quickly.
4. Consumer Protection Resources: If you believe your consumer rights have been violated, you may also contact the Federal Trade Commission (FTC) at ftc.gov/complaint or your state's Attorney General office for additional guidance.

Via 313 values every customer relationship and is dedicated to resolving disputes in a timely and equitable manner. We believe that most issues can be resolved through direct communication, and we welcome the opportunity to make things right.

11. Food Safety and Health Concerns

The health and safety of our customers is our highest priority. If you have experienced a food safety concern — such as discovering a foreign object in your food, experiencing an adverse reaction, or suspecting foodborne illness — please contact us immediately at [email protected]. In serious cases, please also seek appropriate medical attention and report the incident to your local health department.

Via 313 takes food safety reports extremely seriously. Such incidents will be handled with the utmost urgency and care, and a full investigation will be conducted. Refunds or appropriate compensation will be offered promptly in verified food safety situations.

12. Modifications to This Policy

Via 313 reserves the right to amend, update, or modify this Refund Policy at any time without prior notice. Any changes will be effective immediately upon posting to our website at via313.digital. We encourage you to review this policy periodically to stay informed of any updates. Your continued use of our services following any changes constitutes your acceptance of the revised policy.

13. Contact Information for Refund Requests

For all refund-related inquiries, please contact Via 313 using the following details:

Our customer support team is available during regular business hours. We aim to respond to all refund inquiries within 1–3 business days. For the fastest resolution, please include your order number, a description of the issue, and any supporting photos or documentation in your initial message.