Refund Policy

Overview

At Costa Vida, we are committed to providing exceptional Mexican cuisine and outstanding customer service. We understand that occasionally, circumstances may arise that require a refund. This policy outlines the conditions under which refunds may be granted and the process for requesting them.

Refund Eligibility

Conditions for Refund

Refunds may be granted under the following circumstances:

• Timeframe: Refund requests must be made within 24 hours of order completion for dine-in or pickup orders, or within 2 hours for delivery orders
• Food Quality Issues: If food is received cold, incorrectly prepared, or does not meet our quality standards
• Order Errors: If you received an incorrect order that differs significantly from what was ordered
• Service Issues: If service was unsatisfactory due to circumstances within our control
• Allergies: If food contains allergens that were not disclosed or if special dietary requests were not followed
• Proof of Purchase: Valid receipt or order confirmation number must be provided

Required Documentation

• Original receipt or order confirmation
• Photo evidence for quality issues (when applicable)
• Description of the problem encountered
• Contact information for follow-up

Non-Refundable Items and Services

The following items and services are not eligible for refunds:

• Custom catering orders that have been prepared according to specifications
• Gift cards and promotional certificates
• Special event bookings canceled less than 48 hours in advance
• Food consumed in full without prior complaint
• Orders canceled after food preparation has begun
• Delivery fees for successful deliveries
• Third-party delivery service fees
• Promotional items or free additions to orders

Refund Request Process

Step-by-Step Process

To request a refund, please follow these steps:

• Step 1: Contact our customer service team immediately by calling +1 206-283-3313 or emailing [email protected]
• Step 2: Provide your order details including receipt number, date, and time of purchase
• Step 3: Explain the reason for your refund request with specific details
• Step 4: Submit any required documentation (photos, receipt, etc.)
• Step 5: Our team will review your request within 24 hours
• Step 6: You will receive confirmation of approval or denial via email or phone
• Step 7: If approved, refund will be processed according to our refund methods policy

Refund Methods and Processing

Payment Method

Refunds will be processed using the original payment method whenever possible:

• Credit/Debit Cards: Refunds will appear on your statement within 3-5 business days
• Cash Payments: Cash refunds available immediately at the restaurant location
• Digital Payments: Refunds to digital wallets or apps within 1-3 business days
• Gift Cards: Refunds may be issued as store credit or new gift card

Processing Timeframes

• Review and approval: Within 24 hours of request
• Processing initiation: Within 1 business day of approval
• Refund appearance: 1-5 business days depending on payment method
• Bank processing: Additional 1-2 days may be required by your financial institution

Exchanges Policy

We offer exchanges as an alternative to refunds when appropriate:

• Immediate Exchange: For incorrect orders, we can prepare the correct item immediately
• Store Credit: Exchange for store credit that can be used for future purchases
• Menu Substitution: Exchange for a different menu item of equal or lesser value
• Future Visit: Complimentary meal or discount for your next visit

Exchange vs. Refund Decision Factors

• Customer preference and convenience
• Nature of the issue encountered
• Time of day and kitchen availability
• Value of the original order

Damaged or Defective Items

Special Policy for Quality Issues

For food quality concerns, we have an expedited process:

• Immediate Replacement: If food is cold, incorrect, or of poor quality, we will replace it immediately at no charge
• Full Refund: If replacement is not possible or desired, full refund will be processed
• No Return Required: You are not required to return food that is unsafe to consume
• Documentation: Photos may be requested for quality improvement purposes
• Follow-up: Our team may contact you to ensure the issue has been resolved satisfactorily

Food Safety Priority

If you believe food may be contaminated or poses a health risk, please:

• Stop consuming the food immediately
• Contact us right away at +1 206-283-3313
• Preserve the food for inspection if possible
• Seek medical attention if you experience adverse effects