Refund Policy

At Via 313, we are committed to providing our customers with the highest quality food and dining experience. We understand that sometimes issues arise, and we want to ensure that every customer feels heard and fairly treated. This Refund Policy outlines the conditions under which refunds, exchanges, and cancellations are processed for orders placed through our website at cafevia313.rest or directly at our location. Please read this policy carefully before placing your order.

1. General Overview

Because Via 313 operates in the food service industry, our refund policy reflects the unique nature of perishable goods and prepared food items. Food products, once prepared and/or delivered, are subject to specific limitations regarding returns and refunds. However, we take customer satisfaction seriously and will work with you on a case-by-case basis to resolve any legitimate concerns fairly and promptly.

This policy applies to all orders placed online through cafevia313.rest, over the phone, in-person at our establishment, or through any authorized third-party delivery platforms. Where a third-party platform's own refund policy applies, we encourage customers to also review those terms directly with the respective platform.

2. Eligibility Conditions for Refunds

Refund requests will be considered under the following circumstances. You may be eligible for a full or partial refund if:

• You received the wrong order or incorrect items that were not as described on our menu.
• Your order arrived in a condition that was clearly unsafe, spoiled, or significantly different from what was ordered.
• A significant portion of your order was missing at the time of delivery or pickup.
• Your order was significantly delayed beyond the estimated time communicated at the time of purchase, causing the food to become unusable.
• You were charged more than the price listed for your order due to a billing or system error.
• Your order was canceled by Via 313 prior to preparation or delivery due to unforeseen circumstances on our end.
• A duplicate charge was made to your account due to a payment processing error.

3. Timeframes for Refund Requests

To be considered for a refund, you must contact us within the following timeframes from the time your order was received or the issue was identified:

Refund requests submitted outside of these timeframes may be reviewed at our discretion, but we cannot guarantee approval. We strongly encourage all customers to inspect their orders upon receipt and to contact us immediately if any issues are identified.

4. Non-Refundable Items and Services

Due to the nature of our business as a food service provider, the following items and circumstances are generally not eligible for refunds:

• Food items that have been consumed in full or in significant part before a complaint is made.
• Orders where the customer changed their mind after the food was prepared or is in the process of preparation.
• Custom or special preparation requests where the food was prepared as specified by the customer.
• Orders that were reported as unsatisfactory due to personal taste preferences rather than a verified quality or accuracy issue.
• Delivery fees, service charges, or platform fees charged by third-party delivery services.
• Promotional or discounted items purchased as part of a limited-time offer, unless the item was incorrect or defective.
• Gift cards or any prepaid credit balances already applied to an order.
• Orders that were picked up in-person where the customer was present and confirmed the order at the time of pickup.

5. How to Request a Refund

If you believe you are eligible for a refund based on the conditions outlined in this policy, please follow the step-by-step process below to submit your request:

Step 1: Gather Your Information

Before contacting us, please have the following information ready:

• Your full name and contact information.
• Your order number or confirmation number.
• The date and time of your order.
• A detailed description of the issue you experienced.
• Photographs or other documentation supporting your claim (if applicable).
• The payment method used for the order.

Step 2: Contact Via 313

Reach out to our customer support team through one of the following channels:

• Email: [email protected]
• Website: cafevia313.rest

When contacting us by email, please use the subject line: "Refund Request – Order #[Your Order Number]" to help us locate your order quickly.

Step 3: Review and Assessment

Once we receive your refund request, our team will review the details within 1 to 3 business days. We may follow up with you to request additional information or clarification. Please ensure that your contact information is accurate so we can reach you promptly.

Step 4: Decision Notification

After our review is complete, we will notify you of our decision via email or phone. If your refund is approved, we will confirm the refund amount and the timeline for processing. If your request is denied, we will provide a clear explanation of the reason for denial.

Step 5: Refund Issued

If approved, your refund will be processed using the original payment method. Please refer to Section 6 below for specific processing times based on your payment method.

6. Refund Processing Times by Payment Method

Once a refund has been approved and initiated by Via 313, the time it takes to appear in your account depends on the payment method used:

Please be aware that while Via 313 will initiate the refund on our end promptly, we do not control the processing times of financial institutions or third-party payment processors. If you do not see your refund within the expected timeframe, please contact your bank or payment provider first before reaching out to us.

7. Partial Refunds

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

• Only one or a few items in a multi-item order were incorrect or unsatisfactory, and the remaining items were acceptable.
• A portion of the food was consumed before the issue was reported.
• The item received was similar to but not exactly what was ordered, and the customer accepted partial compensation as a resolution.
• A promotional discount was applied to the original order, and the refund reflects the adjusted amount paid.
• The issue reported was deemed partially due to customer error (e.g., incorrect order instructions provided).

The amount of a partial refund will be determined at the sole discretion of Via 313 management based on the specifics of the situation, and we will always aim to reach a fair and reasonable resolution for all parties involved.

8. Exchange Policy

In many cases, Via 313 may offer an exchange or replacement as an alternative to a monetary refund. If you received an incorrect item or an item that did not meet our quality standards, we may offer to:

• Prepare and deliver or make available for pickup a replacement item at no additional charge.
• Provide a store credit equivalent to the value of the affected item, redeemable on your next order.
• Substitute an item of equal or greater value, subject to availability at the time of the replacement request.

Exchanges and replacements are subject to the same eligibility conditions and timeframes as monetary refunds. We reserve the right to offer an exchange or store credit in lieu of a cash refund where appropriate. If you prefer a monetary refund over an exchange, please specify this when submitting your request, and we will do our best to accommodate your preference.

9. Cancellation Policy

We understand that plans can change, and we will try to accommodate cancellation requests whenever possible. Please review the following cancellation guidelines:

Standard Orders

If you need to cancel an order placed online or over the phone, please contact us as soon as possible. Cancellations must be made before the order enters active preparation in our kitchen. Once preparation has begun, we are unable to cancel the order or issue a refund, as ingredients and resources have already been committed to your specific order.

Pre-Orders and Catering Orders

For pre-orders, large group orders, or catering arrangements:

• More than 48 hours before the scheduled time: Full refund issued.
• 24 to 48 hours before the scheduled time: 50% refund issued; 50% retained as a preparation and reservation fee.
• Less than 24 hours before the scheduled time: No refund issued, as significant preparation and resource allocation will have already taken place.

Orders Canceled by Via 313

If Via 313 is unable to fulfill your order due to unforeseen circumstances such as equipment failure, ingredient unavailability, or operational issues, you will receive a full refund of the amount paid. We will notify you as soon as possible and work with you to reschedule if desired.

10. Dispute Resolution Process

We are committed to resolving all refund-related disputes in a fair, transparent, and timely manner. If you are unsatisfied with the outcome of your refund request, you may escalate the matter using the following process:

Step 1: Internal Escalation

If your initial refund request was denied or you feel the resolution offered was inadequate, you may request a second review by contacting us at [email protected] and indicating that you wish to escalate the matter to management. Please include all original documentation and any additional information that supports your claim. A member of our management team will review your case and respond within 3 to 5 business days.

Step 2: Chargeback or Dispute Through Your Payment Provider

If you are unable to resolve the matter directly with Via 313, you have the right to contact your bank or credit card issuer to initiate a chargeback or payment dispute. Under the Fair Credit Billing Act (FCBA) and applicable consumer protection regulations enforced by the Federal Trade Commission (FTC), consumers in the United States have the right to dispute unauthorized or incorrect charges with their financial institution.

Step 3: Consumer Protection Agencies

If you believe your consumer rights have been violated, you may file a complaint with relevant consumer protection authorities, including:

• Federal Trade Commission (FTC): www.ftc.gov
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your state's Attorney General office or local consumer affairs agency.

11. Third-Party Delivery Platforms

If you placed your order through a third-party food delivery platform (such as DoorDash, Uber Eats, Grubhub, or similar services), please be aware that the refund process may differ from orders placed directly through Via 313. In many cases, you will need to submit your refund request directly through the platform's app or customer service, as those platforms handle their own payment processing and refund policies.

Via 313 will cooperate with third-party platforms during any investigation into refund claims related to order accuracy or food quality. However, we are not responsible for delays or decisions made by third-party platforms regarding refunds for orders fulfilled through their services.

12. Amendments to This Policy

Via 313 reserves the right to update or modify this Refund Policy at any time. Any changes will be effective immediately upon posting on our website at cafevia313.rest. We encourage you to review this policy periodically to stay informed of any updates. Your continued use of our services after any changes to this policy constitutes your acceptance of the updated terms.

13. Contact Information

If you have any questions, concerns, or would like to submit a refund request, please do not hesitate to reach out to our customer support team. We are here to help and will do our best to respond promptly.

When contacting us regarding a refund, please have your order number, contact details, and a description of the issue ready so we can assist you as efficiently as possible.