Refund Policy

At Via 313, we are committed to delivering a high-quality food experience to every customer. We understand that sometimes things do not go as planned, and we want to make sure you feel confident and supported when ordering from us. This Refund Policy outlines your rights and our obligations regarding refunds, cancellations, exchanges, and dispute resolution for all orders placed through our website at via313.click or any other ordering channel we operate.

Please read this policy carefully before placing your order. By completing a purchase with Via 313, you agree to the terms described below.

1. Eligibility for Refunds

We want every customer to be satisfied with their order. Refunds may be granted under the following conditions:

• You received an incorrect item that does not match what you ordered.
• Your order arrived in an unsatisfactory condition (e.g., food was spoiled, damaged, or contaminated).
• Your order was not delivered within a reasonable timeframe and has been confirmed lost.
• A duplicate charge was made on your payment method for the same order.
• You were charged for an item that was not available and was not communicated to you prior to fulfillment.
• Your order was canceled by Via 313 due to operational issues, ingredient unavailability, or technical errors on our end.

Refund eligibility is assessed on a case-by-case basis. We reserve the right to request photographic or written evidence to verify claims before processing any refund.

2. Timeframes for Refund Requests

Timely reporting is essential for us to investigate and resolve any issues effectively. The following timeframes apply to all refund requests:

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

3. Non-Refundable Items and Services

The following items and circumstances are not eligible for refunds:

• Consumed food items: If a significant portion of your meal has been consumed before a complaint is raised, we may not be able to process a refund.
• Personal taste preferences: Refunds are not issued because a customer decided they do not like the flavor or presentation of a correctly prepared menu item.
• Customization errors by the customer: If you selected incorrect customizations, toppings, or sizes during the ordering process, these errors are not refundable.
• Promotional and discounted items: Items purchased using promotional codes, coupons, or special offers may be subject to limited or no refund eligibility.
• Delivery fees: Delivery charges are generally non-refundable unless the non-delivery was caused by an error on our part.
• Third-party platform orders: If you placed your order through a third-party delivery platform (e.g., DoorDash, Uber Eats, Grubhub), refund requests must be submitted directly to that platform in accordance with their policies.
• Tip amounts: Tips added at the time of checkout are non-refundable.

4. How to Request a Refund

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

1. Step 1 – Gather Your Information: Before reaching out, have the following details ready:
   • Your full name and contact information
   • Your order number or confirmation email
   • The date and time the order was placed and received
   • A clear description of the issue
   • Photographic evidence (if applicable — especially for food quality or incorrect item claims)
2. Step 2 – Contact Us: Reach out to our customer support team via email at [email protected] or visit our website at via313.click. In your message, include all the details listed in Step 1.
3. Step 3 – Review Process: Our team will acknowledge your request within 1–2 business days and begin the review process. We may follow up with additional questions or requests for documentation.
4. Step 4 – Decision: Once the review is complete, we will notify you of our decision via email. If your refund is approved, we will provide an estimated timeline for processing.
5. Step 5 – Refund Issued: Approved refunds will be processed to your original payment method or provided as store credit, depending on the nature of the issue and your preference.

5. Refund Processing Times by Payment Method

Once a refund has been approved, please allow the following timeframes for the funds to be returned:

Please be aware that while Via 313 processes refunds promptly upon approval, your financial institution may take additional time to post the credit to your account. We are not responsible for delays caused by banks or payment processors.

6. Partial Refunds

In some circumstances, a partial refund may be issued rather than a full refund. Partial refunds may apply when:

• Only certain items in a multi-item order were incorrect or unsatisfactory.
• A portion of the food was consumed before the issue was identified.
• The issue reported is minor and does not warrant a full refund (e.g., missing a small side item or condiment).
• A discount or promotional offer was already applied to the order, reducing the refundable amount.
• The customer requests a partial remedy to resolve the situation quickly.

Our customer service team will communicate any partial refund determination clearly, along with the reasoning behind it. You are welcome to discuss the decision with our team if you believe a different resolution is more appropriate.

7. Exchange Policy

Due to the perishable nature of food products, traditional item exchanges are not always possible. However, Via 313 handles exchange-type situations in the following ways:

• Incorrect Item Received: If you received an item you did not order and the correct item is available, we will make every effort to deliver the correct item as quickly as possible, depending on your location and our operational capacity at the time of the complaint.
• Item Replacement: In cases where a replacement cannot be delivered, we will offer either a full refund for the affected item or store credit equivalent to the item's value plus a courtesy discount on your next order.
• In-Store Orders: If you are dining in or picking up your order, please inform a team member immediately if your order is incorrect. Our staff will prioritize correcting your order on the spot.

We do not accept returns of food items due to health and safety regulations.

8. Cancellation Policy

We understand that plans change. Here is how our cancellation policy works:

8.1 Canceling Before Order Preparation Begins

If you need to cancel your order, please contact us as soon as possible at [email protected]. If your order has not yet entered the preparation phase, we will cancel it and issue a full refund to your original payment method.

8.2 Canceling After Order Preparation Has Begun

Once food preparation has begun, cancellations may not be possible. In such cases:

• We may offer store credit rather than a monetary refund.
• If the order has been partially prepared, a partial refund may be considered at our discretion.
• Orders that are already out for delivery cannot be canceled.

8.3 Cancellations Due to Operational Issues

If Via 313 needs to cancel your order due to ingredient unavailability, technical errors, staffing issues, or unforeseen circumstances, you will receive a full refund automatically, along with a notification explaining the cancellation. We may also provide a courtesy discount code for your next order as an apology for the inconvenience.

9. Dispute Resolution Process

If you are not satisfied with the outcome of your refund or cancellation request, we encourage you to follow the steps below to resolve the matter:

9.1 Internal Escalation

Contact our customer service team at [email protected] and request that your case be escalated to a senior team member or manager. Please include your original case reference number and a detailed explanation of why you believe the initial decision was incorrect.

9.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute a charge with your credit card issuer or bank if you believe you were billed incorrectly or did not receive the goods or services as described. This is a right protected under federal law and the policies of card networks such as Visa and Mastercard. We ask that you contact us first before initiating a chargeback, as we are committed to resolving disputes amicably.

9.3 Consumer Protection Resources

If a resolution cannot be reached directly with Via 313, you may contact the following consumer protection authorities:

• Federal Trade Commission (FTC): www.ftc.gov — for unfair or deceptive business practices.
• Your State Attorney General's Office: Most states have a consumer protection division that can assist with unresolved business disputes.
• Better Business Bureau (BBB): www.bbb.org — for mediation and complaint filing.

9.4 Governing Law

This Refund Policy is governed by the laws of the United States and the applicable laws of the state in which Via 313 operates. Any legal disputes not resolved through the steps above shall be subject to binding arbitration or the jurisdiction of the applicable courts, as determined by our Terms of Service.

10. Contact Information

For all refund requests, cancellations, exchanges, or general inquiries related to this policy, please contact us using the information below. Our team is dedicated to responding promptly and resolving your concerns as efficiently as possible.

We aim to respond to all refund-related inquiries within 1–2 business days. For urgent matters involving food safety or health concerns, please indicate this clearly in your email subject line so we can prioritize your case.

11. Changes to This Policy

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