Refund Policy

At Costa Vida, we are committed to delivering fresh, high-quality food and an exceptional customer experience. We understand that issues may occasionally arise with your order, and we want to make sure you are treated fairly and transparently. Please read this Refund Policy carefully to understand your rights and our obligations when it comes to refunds, cancellations, and exchanges.

1. Overview

This Refund Policy applies to all food orders, meal plans, and related purchases made through our website at costavida-meal.click or any other sales channels operated by Costa Vida. By placing an order with us, you agree to the terms outlined in this policy. This policy is governed by applicable United States federal and state consumer protection laws, including regulations enforced by the Federal Trade Commission (FTC) under the FTC Act.

We reserve the right to update this Refund Policy at any time. Changes will be posted on our website with a revised effective date. Continued use of our services after such changes constitutes your acceptance of the updated terms.

2. Eligibility Conditions for Refunds

Refunds are available under the following conditions:

• Your order was not delivered, or delivery was significantly delayed beyond the estimated time without prior notice.
• You received the wrong items compared to what was ordered and confirmed in your receipt.
• Your food arrived in an unsatisfactory condition (e.g., spoiled, contaminated, or significantly damaged during delivery).
• A technical error on our platform resulted in a duplicate charge or incorrect billing.
• Your order was cancelled by Costa Vida due to unavailability of items or operational issues on our end.
• You have a documented allergic reaction caused by an ingredient that was not disclosed in the menu description of your ordered item.

To be eligible for a refund, you must contact us within the applicable timeframe described in Section 3 below. Refund requests submitted after the applicable window may not be honored at our sole discretion.

3. Timeframes for Refund Requests

To ensure prompt resolution, refund requests must be submitted within the following timeframes:

We strongly recommend that you document any issues with photos and keep a copy of your order confirmation and receipt to support your refund request.

4. Non-Refundable Items and Services

Certain purchases are not eligible for refunds under any circumstances:

• Consumed food items: Orders that have been fully consumed are not eligible for a refund unless a food safety or quality concern is raised within the applicable window.
• Customized or special-request orders: Items prepared with specific customizations made at your request are non-refundable unless they were prepared incorrectly.
• Promotional or discounted items: Items purchased under special promotions, flash sales, or discount codes are non-refundable unless defective or incorrect.
• Gift cards and store credits: These are non-refundable and cannot be exchanged for cash.
• Delivery and service fees: These fees are non-refundable once the delivery process has been initiated, except in cases where the non-delivery was due to our error.
• Orders where the incorrect address was provided by the customer: If a delivery failed because of an address error on your part, we are unable to offer a refund.

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

To request a refund, please follow the steps outlined below:

1. Gather Your Information: Collect your order confirmation number, receipt, and any supporting documentation (photos of the incorrect or damaged items, screenshots of billing errors, etc.).
2. Contact Us: Reach out to our customer support team via email at [email protected] or visit our website at costavida-meal.click. Include your full name, contact information, order number, and a detailed description of the issue.
3. Submit Supporting Evidence: Attach any relevant photos, screenshots, or documentation that supports your claim. This will help us process your request more quickly.
4. Await Confirmation: Our team will send you an acknowledgment email within 1–2 business days confirming receipt of your request.
5. Review and Decision: Our customer service team will review your claim and notify you of our decision within 5–7 business days of receiving all required information.
6. Refund Issuance: If your request is approved, the refund will be processed according to the timelines described in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund is approved, the time it takes to reflect in your account depends on your payment method:

Please note that processing times may vary depending on your financial institution. Costa Vida is not responsible for delays caused by your bank or payment provider after the refund has been issued on our end.

7. Partial Refunds

In some situations, only a partial refund may be granted. This applies when:

• Only a portion of your order was incorrect, missing, or unsatisfactory, while the rest of the order was delivered as expected.
• A coupon or promotional discount was applied to the order, in which case the refund will reflect the discounted amount paid for the affected item(s).
• The issue reported is deemed partially attributable to the customer's actions (e.g., incorrect special instructions leading to a preparation error).
• Delivery fees and applicable taxes will be refunded proportionately based on the refunded item value.

Partial refund amounts will be clearly communicated to you in the refund approval notification email. If you disagree with the partial refund determination, you may escalate the matter through our dispute resolution process outlined in Section 10.

8. Cancellation Policy

We understand that plans change. The following cancellation terms apply to orders placed through costavida-meal.click:

8.1 Cancellations Before Order Preparation

If you cancel your order before it has entered the preparation stage, you are entitled to a full refund of the amount paid, including delivery fees. To cancel an order before preparation begins, contact us immediately via email at [email protected]. Due to the fast-paced nature of food preparation, this window may be very short (typically 5–10 minutes after order confirmation).

8.2 Cancellations After Order Preparation Has Begun

Once food preparation has commenced, cancellations are generally not accepted. In exceptional circumstances, a partial store credit may be offered at our discretion.

8.3 Cancellations of Scheduled or Advance Orders

For orders scheduled in advance (e.g., catering or meal plan orders), cancellations must be made at least 24 hours before the scheduled delivery or pickup time to receive a full refund. Cancellations made within 24 hours of the scheduled time may result in a cancellation fee of up to 25% of the total order value.

8.4 Subscription or Meal Plan Cancellations

If you have subscribed to a recurring meal plan, you may cancel your subscription at any time. To avoid being charged for the next billing cycle, cancellation must be submitted at least 48 hours before your next renewal date. Refunds for already-billed subscription cycles are not available unless there was an error on our part.

9. Exchange Policy

Due to the perishable nature of our food products, we do not offer direct item exchanges in the traditional sense. However, in cases where:

• You received the wrong item, or
• The item you received does not match the menu description,

We will work with you to either:

• Redeliver the correct item at no additional cost (subject to availability and operational feasibility), or
• Issue a full or partial refund for the affected item(s).

Redelivery is offered as a courtesy and is subject to delivery availability in your area. If redelivery is not feasible, a refund will be issued automatically.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we encourage you to escalate the matter through the following process:

10.1 Internal Escalation

Contact our customer support team at [email protected] and request that your case be escalated to a senior customer service representative or manager. Please include your original case number or reference ID in the subject line. We will respond to escalated cases within 5 business days.

10.2 Informal Resolution

We are committed to resolving all disputes amicably and in good faith. Before pursuing formal legal action, we ask that customers allow us at least 30 days to resolve the issue through direct communication.

10.3 Consumer Protection Agencies

If you believe our practices are in violation of applicable consumer protection laws, you have the right to file a complaint with:

• The Federal Trade Commission (FTC): www.ftc.gov
• Your state's Attorney General's Office (varies by state)
• The Better Business Bureau (BBB): www.bbb.org

10.4 Chargebacks

You have the right to dispute a charge with your bank or credit card provider if you believe it was unauthorized or fraudulent. However, we ask that you contact us first to attempt resolution before initiating a chargeback, as chargebacks can complicate and delay the refund process for both parties.

11. Fraud Prevention

Costa Vida reserves the right to deny refund requests that appear to be fraudulent, abusive, or made in bad faith. This includes, but is not limited to, repeat refund claims on the same account without legitimate cause, or submission of falsified documentation. Accounts found engaging in refund fraud may be suspended or permanently banned from our platform.

12. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Any changes will be effective immediately upon posting to our website at costavida-meal.click. We encourage you to review this policy periodically. 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 requests, questions, or concerns related to this policy, please contact us using the information below: