Refund Policy

1. Overview

At Costa Vida, we are committed to providing exceptional food experiences and outstanding customer service. We stand behind the quality of our products and services, and we want you to be completely satisfied with every order.

This Refund Policy outlines the terms and conditions under which refunds may be requested and processed. We strive to resolve any issues promptly and fairly, ensuring that our customers receive the quality they expect from Costa Vida.

2. Refund Eligibility

Refunds may be requested under the following conditions:

Timeframe Requirements

• Refund requests must be made within 2 hours of order delivery or pickup
• For catering orders, refund requests must be made within 24 hours of the scheduled event
• Online orders can be cancelled for a full refund up to 30 minutes after placement

Eligible Conditions

• Food quality issues (cold food, incorrect preparation, spoiled ingredients)
• Missing items from your order
• Incorrect order delivered
• Delivery delays exceeding 60 minutes beyond estimated time
• Allergic reaction due to undisclosed ingredients
• Restaurant closure or inability to fulfill order

Proof of Purchase

To process a refund, you must provide:

• Original receipt or order confirmation number
• Photo evidence of the issue (when applicable)
• Contact information for follow-up

3. Non-Refundable Items and Services

The following items and circumstances are not eligible for refunds:

• Change of Mind: Orders cancelled due to customer preference changes after preparation has begun
• Partially Consumed Food: Items that have been substantially consumed (more than 25% of the item)
• Custom Orders: Special dietary modifications or custom meal preparations
• Gift Cards: Purchased gift cards or promotional vouchers
• Delivery Fees: Third-party delivery charges (unless delivery failure is restaurant's fault)
• Late Cancellations: Catering orders cancelled less than 24 hours before event
• No-Show Pickup: Orders not collected within 2 hours of ready time
• Incorrect Address: Delivery failures due to customer-provided incorrect information
• Taste Preferences: Subjective taste preferences without quality issues

4. Refund Process

Follow these steps to request a refund:

Step 1: Contact Us Immediately

• Call us at +26 974 189 2527
• Email us at [email protected]
• Visit our restaurant location during business hours

Step 2: Provide Required Information

• Order number or receipt details
• Description of the issue
• Photos of the problem (if applicable)
• Your contact information

Step 3: Issue Assessment

• Our team will review your request within 2 hours
• We may request additional information or photos
• A manager may contact you to discuss the issue

Step 4: Resolution

• Approved refunds will be processed within 24 hours
• You will receive a confirmation email
• Alternative solutions may be offered if refund is not applicable

5. Refund Methods and Processing Times

Refund Methods

Refunds will be processed using the original payment method:

• Credit/Debit Cards: Refunded to the original card
• Cash Payments: Cash refund available at restaurant location
• Digital Wallets: Refunded to original digital payment account
• Gift Cards: Replacement gift card or store credit issued

Processing Timeframes

• Cash Refunds: Immediate (when requested in-person)
• Credit/Debit Cards: 3-5 business days
• Digital Wallets: 1-3 business days
• Bank Transfers: 5-7 business days

6. Exchanges Policy

In some cases, an exchange may be more appropriate than a refund:

Exchange Options

• Item Replacement: Same item prepared fresh
• Menu Substitution: Different item of equal or lesser value
• Store Credit: Credit towards future orders
• Meal Voucher: Complimentary meal for future visit

Exchange Conditions

• Exchanges must be requested within the same timeframe as refunds
• Original item must be returned (when applicable)
• Price differences may apply for upgrades
• Store credit expires after 12 months

When Exchanges Are Preferred

• Minor food quality issues
• Incorrect order items
• Customer preference for different menu item
• Loyalty customer goodwill gestures

7. Damaged or Defective Items

Special provisions apply for damaged or defective food items:

Immediate Action Required

• Contact us immediately upon discovery
• Do not consume potentially contaminated food
• Preserve the item for inspection (when safe to do so)
• Take photos as evidence

Health and Safety Priority

• Full refund guaranteed for food safety issues
• No questions asked policy for potential health risks
• Medical expenses covered in case of foodborne illness
• Incident investigation and prevention measures implemented

Quality Control Measures

• All incidents are documented and investigated
• Staff retraining implemented when necessary
• Supplier quality reviewed for ingredient issues
• Process improvements made to prevent recurrence

Last Updated: January 2025

Policy Version: 2.1

This refund policy may be updated from time to time. Customers will be notified of any significant changes. For the most current version, please visit our website or contact our customer service team.