Refund Policy

At Via 313, we are committed to delivering a high-quality food experience to every customer. We understand that issues can sometimes arise, and we want to make sure you feel confident when placing an order with us. Please read this Refund Policy carefully to understand your rights, our obligations, and the procedures we follow when handling refund requests.

This policy applies to all orders and purchases made through our website at food-via313.digital, by phone, or through any authorized third-party delivery platform we are associated with. By placing an order with Via 313, you agree to the terms outlined in this Refund Policy.

1. Our Commitment to Customer Satisfaction

Via 313 takes pride in the quality and consistency of our food and service. We prepare each order with care and attention to detail. However, we recognize that errors can occur, and we are fully committed to addressing any legitimate concerns in a fair and timely manner. Our refund policy is designed to protect customers while maintaining the integrity of our business operations.

Because we deal in perishable food products, our refund policy necessarily differs from those of non-food retailers. Food items, once prepared and/or delivered, cannot be restocked or resold. With that in mind, we evaluate each refund request on a case-by-case basis, applying the criteria outlined below.

2. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund under the following conditions:

• You received an incorrect item that does not match your order confirmation.
• Your food arrived in an unacceptable condition, such as spoiled, severely undercooked, or containing foreign materials.
• Your order was significantly incomplete — meaning one or more paid items were missing from your delivery or pickup bag.
• Your order was never delivered and tracking or delivery confirmation cannot verify that it was received.
• You experienced a verifiable technical or billing error that resulted in a duplicate charge.
• Via 313 cancelled your order prior to preparation or delivery.

Refund requests that do not fall into one of the categories above may be reviewed at management's discretion. We encourage all customers to reach out to us — we always want to find a fair resolution.

3. Timeframes for Refund Requests

Timely reporting is essential when dealing with food-related issues. We ask that you contact us within the following windows:

Requests submitted outside these timeframes may be declined, as it becomes increasingly difficult to verify food-related claims after an extended period. We strongly encourage prompt reporting to ensure the best possible outcome for your request.

4. Non-Refundable Items and Services

The following are generally not eligible for refunds:

• Correctly prepared food items — Items that were prepared exactly as ordered and delivered in proper condition are not eligible for a refund based on personal taste or preference.
• Delivery fees — Delivery and service fees charged by third-party platforms are subject to those platforms' own refund policies and are not refundable by Via 313 directly.
• Tips and gratuities — Any tip or gratuity provided to delivery drivers or staff is non-refundable.
• Promotional or complimentary items — Items provided at no charge as part of a promotion or goodwill gesture are not eligible for refund.
• Orders modified after submission — If a customer requests changes after the order has been confirmed and preparation has begun, Via 313 cannot guarantee those changes and will not issue refunds for items that could not be modified.
• Allergy-related requests not communicated at time of ordering — We take food allergies seriously. However, if allergy information was not provided at the time of ordering, Via 313 cannot be held responsible for ingredients included in a standard recipe.

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

If you believe you are eligible for a refund, please follow these steps to ensure your request is processed as efficiently as possible:

1. Gather your information: Locate your order confirmation number, receipt, or transaction ID. Take clear photos of the food item(s) in question if the issue relates to quality, condition, or incorrect items. Photos greatly assist us in verifying your claim.
2. Contact Via 313: Reach out to us through one of the following channels within the applicable reporting window:
   • Email: [email protected]
   • Website: food-via313.digital
3. Provide details: In your message, include:
   • Your full name
   • Order number or transaction ID
   • Date and time of your order
   • A clear description of the issue
   • Any supporting photos or documentation
   • Your preferred resolution (refund, replacement, or store credit)
4. Await review: Our customer service team will review your request and may follow up with additional questions. We aim to respond to all refund inquiries within 1–3 business days.
5. Resolution: Once your request has been reviewed and approved, we will notify you of the outcome and initiate any applicable refund, replacement, or credit within the timeframes described in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to appear in your account depends on your original payment method. Please refer to the table below:

Please note that these timeframes are estimates and may vary depending on your financial institution. Via 313 is not responsible for delays caused by your bank or card issuer once the refund has been initiated on our end.

7. Partial Refunds

In some cases, a partial refund may be more appropriate than a full refund. Partial refunds may be issued under the following circumstances:

• Only a portion of your order was affected (e.g., one item out of a multi-item order was missing or incorrect).
• A food quality concern applies to only part of an order.
• A customer consumed a significant portion of a meal before reporting an issue — in such cases, we may refund a proportional amount.
• An order was partially cancelled at the customer's request before preparation of certain items had begun.

The exact amount of any partial refund will be determined by our customer service team based on the specific circumstances of each case. We strive to be fair and transparent in all partial refund decisions.

8. Cancellation Policy

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

8.1 Customer-Initiated Cancellations

• Before preparation begins: If you contact us to cancel an order before we have begun preparing it, you are entitled to a full refund of the order total (excluding any non-refundable third-party fees).
• After preparation has begun: Once food preparation has started, we are unable to issue a full refund, as ingredients and labor have already been committed. A partial refund may be considered at management's discretion.
• After delivery or pickup: Cancellations are not accepted once an order has been delivered or picked up. Please refer to the refund eligibility criteria in Section 2 for applicable remedies.

8.2 Via 313-Initiated Cancellations

In rare circumstances, Via 313 may need to cancel an order due to ingredient availability, unforeseen operational issues, extreme weather, or other factors beyond our control. In such cases, affected customers will receive a full refund to their original payment method, as well as notification via email or phone as soon as possible.

9. Exchange Policy

Because our products are perishable food items, traditional exchanges are not always possible. However, we do offer the following accommodations in appropriate circumstances:

• Replacement orders: If an incorrect or unacceptable item is reported promptly, we may offer to prepare and send a replacement item, depending on operational capacity and delivery logistics at the time of the report.
• Store credit: If a direct replacement is not feasible, we may offer store credit equivalent to the value of the affected item(s), which can be applied to a future order.
• Re-preparation: For in-store or pickup orders, we may offer to re-prepare the affected item if a customer is still on-site and the issue is identified immediately.

All exchange or replacement requests are subject to availability and must be reported within the timeframes outlined in Section 3.

10. Orders Placed Through Third-Party Platforms

If your order was placed through a third-party food delivery platform such as DoorDash, Uber Eats, Grubhub, or similar services, please be aware that:

• Refund requests for those orders may need to be submitted directly to the respective platform, as they process the payment on their end.
• Via 313 will cooperate fully with legitimate refund investigations initiated by third-party platforms.
• Third-party platforms have their own independent refund and dispute resolution policies, which govern the customer-platform relationship.
• You are welcome to contact us directly at [email protected] to report any food quality or accuracy concerns, regardless of which platform you ordered through.

11. Dispute Resolution Process

If you are dissatisfied with the outcome of a refund request, we encourage you to escalate the matter through the following process:

11.1 Internal Escalation

Contact us at [email protected] and request that your case be reviewed by a senior member of our management team. Please include your original refund request details and a clear explanation of why you believe the initial decision was incorrect. We will review escalated cases within 3–5 business days and provide a written response.

11.2 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 it is unauthorized or erroneous. This right is protected under the Fair Credit Billing Act (FCBA) for credit card transactions. We ask that customers make a good-faith effort to resolve disputes directly with Via 313 before initiating a chargeback, as chargebacks create administrative burden and can affect our ability to serve customers efficiently.

11.3 Consumer Protection Resources

Customers in the United States may also seek assistance from the following consumer protection bodies:

• Federal Trade Commission (FTC): www.ftc.gov
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your state's Attorney General's Consumer Protection Division

12. Food Safety Concerns

If you believe a food item from Via 313 has caused illness or poses a serious food safety risk, please take the following steps:

1. Seek appropriate medical attention if you or anyone in your party is experiencing symptoms.
2. Preserve any remaining food in a sealed container, as it may be needed for testing purposes.
3. Contact Via 313 immediately at [email protected] with as many details as possible, including your order number, the specific item(s) consumed, and the nature of the concern.
4. You may also report food safety concerns to your local or state health department.

Via 313 takes food safety complaints with the utmost seriousness and will investigate all such reports thoroughly and promptly.

13. Policy Updates

Via 313 reserves the right to update or modify this Refund Policy at any time. Changes will be posted on our website at food-via313.digital with a revised effective date. Continued use of our services after a policy update constitutes your acceptance of the revised terms. We encourage you to review this page periodically to stay informed of any changes.

14. Contact Information

For all refund requests, questions, or concerns related to this policy, please reach out to us using the contact details below. Our team is ready to assist you: