Refund Policy

Effective Date: June 12, 2026 | Last Updated: June 12, 2026

1. Overview

At Via 313, we are committed to delivering a high-quality food experience to every customer. We understand that situations arise where an order may not meet your expectations, arrive incorrectly, or encounter other issues. This Refund Policy has been established to ensure a fair, transparent, and efficient resolution process for all customers.

This policy is governed by applicable United States consumer protection laws, including regulations enforced by the Federal Trade Commission (FTC) under the FTC Act, as well as any applicable state consumer protection statutes. If you are a California resident, additional rights may apply to you under the California Consumer Privacy Act (CCPA) and related consumer protection laws.

We encourage you to review this policy thoroughly. If you have any questions, please contact our support team using the contact information provided at the end of this document.

2. Eligibility Conditions for Refunds

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

• Your order was incorrect — items delivered do not match what was ordered.
• Your order was incomplete — one or more items were missing from your delivery or pickup.
• Your food item(s) were spoiled, contaminated, or unsafe for consumption upon receipt.
• Your order was significantly delayed beyond the estimated delivery or pickup time communicated at checkout, resulting in food being unacceptable for consumption.
• A duplicate charge was processed for the same order.
• A technical or billing error occurred during the checkout process that resulted in an incorrect charge.
• Your order was never received, and confirmation of non-delivery can be verified.

Refunds are evaluated on a case-by-case basis. Via 313 reserves the right to request supporting evidence, such as photographs of the incorrect or spoiled items, order confirmation numbers, and any other relevant documentation before processing a refund.

3. Timeframes for Refund Requests

To ensure the integrity of our refund process and given the perishable nature of food products, all refund requests must be submitted within the following timeframes:

Requests submitted outside of these timeframes may not be eligible for a full refund. We strongly encourage customers to inspect their orders upon receipt and contact us immediately if any issues are identified.

4. Non-Refundable Items and Services

Certain purchases and situations are not eligible for refunds. The following are considered non-refundable:

• Orders that have been consumed in full or substantially consumed without a valid complaint raised at the time of consumption.
• Orders where the customer changed their mind after preparation has commenced.
• Customized or special-request items prepared specifically per customer instructions, provided they were made correctly.
• Delivery fees, service fees, and tips paid to drivers or service personnel are non-refundable unless the delivery was not completed.
• Promotional, discounted, or complimentary items offered as part of a special promotion or loyalty program.
• Items where the dissatisfaction is based solely on personal taste preference rather than a quality or accuracy issue.
• Gift cards and prepaid account credits once activated or redeemed.
• Orders affected by circumstances beyond our control, including natural disasters, severe weather events, or force majeure situations.

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

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

We aim to make the refund request process as straightforward as possible. Our customer support team is here to assist you at every step.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes for the funds to appear in your account will depend on your original payment method. Please refer to the table below for estimated processing times:

Please note that these timeframes represent the processing time on our end. Your financial institution or payment processor may have additional processing times that are outside of our control. If you have not received your refund after the stated timeframe has passed, please contact your bank or payment provider before reaching out to us.

7. Partial Refunds

In certain circumstances, a partial refund may be issued instead of a full refund. Situations where a partial refund may apply include:

• Only some items in an order were incorrect, missing, or unsatisfactory, while the rest of the order was fulfilled correctly.
• The order was partially consumed before the issue was identified and reported.
• A substitution was made for an unavailable item, and the customer accepts the substitution but requests compensation for the price difference.
• A promotional discount or coupon code was applied to the original order, and the refund is adjusted to reflect the discounted amount paid.
• Delivery was completed but delayed, and a partial refund for the delivery fee is deemed appropriate.

The exact amount of any partial refund will be determined by our customer support team based on the nature and extent of the issue reported. We strive to offer fair resolutions that reflect the impact of the problem experienced.

8. Exchange Policy

Given the perishable and time-sensitive nature of food products, direct exchanges (replacing one food item with another) are generally not available for orders that have already been delivered or picked up. However, in the following situations, we may offer a replacement or re-order at no additional charge:

• An item was delivered that is entirely different from what was ordered, and the original item is still available.
• An item was damaged in transit and is unsuitable for consumption, provided the issue is reported within the timeframe specified in Section 3.
• An allergen error occurred, where an item contained an ingredient the customer explicitly noted as an allergy or restriction during the ordering process.

Exchanges are subject to item availability and may be fulfilled at the next available service time if an immediate replacement is not possible. In cases where a replacement cannot be provided in a timely manner, a full or partial refund will be offered instead.

9. Cancellation Policy

Orders placed through Via 313 enter preparation quickly to ensure the freshest possible food. Therefore, our cancellation window is limited:

9.1 Cancellation Before Preparation Begins

Customers may cancel their order and receive a full refund if the cancellation is requested within 5 minutes of placing the order, and preparation has not yet commenced. Once food preparation has begun, cancellations cannot be accepted.

9.2 Cancellation After Preparation Has Begun

Once preparation of your order has started, cancellations will not be accepted, and no refund will be issued. This is due to the nature of food preparation, which involves dedicated resources and ingredients that cannot be reused once committed to an order.

9.3 Cancellation by Via 313

Via 313 reserves the right to cancel an order under the following circumstances:

• Unavailability of ordered items due to supply or inventory issues.
• Technical errors that resulted in incorrect pricing being displayed.
• Suspicion of fraudulent activity associated with the order.
• Inability to complete delivery due to address errors or inaccessibility.

In the event that Via 313 cancels an order, a full refund will be issued to the original payment method within the processing timeframes specified in Section 6.

9.4 Scheduled and Pre-Orders

For scheduled or pre-ordered items, cancellations must be submitted at least 2 hours before the scheduled preparation or delivery time to be eligible for a full refund. Cancellations submitted within 2 hours of the scheduled time will not be refunded.

10. Dispute Resolution Process

If you are not satisfied with the resolution provided by our customer support team, or if you believe your refund request was incorrectly denied, you have the following options:

10.1 Internal Escalation

You may escalate your complaint by requesting a review from a senior member of our customer support team. To escalate, send an email to [email protected] with the subject line "Refund Dispute Escalation", including your original case reference number and the reason you are requesting an escalation. We will respond within 3–5 business days.

10.2 Chargeback Rights

If you paid by credit or debit card and believe that a charge was unauthorized, you retain the right to contact your card issuer to initiate a chargeback process. We encourage customers to first attempt to resolve the issue directly with Via 313 before initiating a chargeback, as this allows us to address the concern more quickly. However, we fully respect your right to pursue this avenue if necessary.

10.3 Consumer Protection Agencies

If you are a United States resident and believe your consumer rights have been violated, you may file a complaint with:

• Federal Trade Commission (FTC): www.ftc.gov or call 1-877-382-4357
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your state's Attorney General office or state consumer protection agency.

California residents may also contact the California Department of Consumer Affairs for assistance with unresolved disputes.

10.4 Informal Resolution First

Prior to pursuing any formal legal action or external dispute resolution, we kindly request that you allow Via 313 a reasonable opportunity to resolve the matter directly. Most disputes can be resolved promptly and amicably through direct communication with our team.

11. Fraud Prevention

Via 313 takes fraud prevention seriously. We monitor refund requests to identify patterns of abuse or fraudulent activity. Customers who are found to be submitting false or misleading refund claims may have their accounts suspended and may be barred from making future purchases. In serious cases, fraudulent activity may be reported to the appropriate legal authorities.

12. Amendments to This Policy

Via 313 reserves the right to update, modify, or amend this Refund Policy at any time. Any changes will be reflected on this page with a revised effective date. We recommend reviewing this policy periodically to stay informed of any updates. Continued use of our website or services following any changes constitutes your acceptance of the revised policy.

13. Contact Information for Refund Requests

For all refund requests, inquiries, or concerns related to this policy, please contact us using the details below. Our customer support team is dedicated to resolving your concerns promptly and professionally.