Refund Policy

Effective Date: June 4, 2026  |  Last Updated: June 4, 2026

1. About Via 313

Via 313 is a food service business operating in the United States. We are committed to delivering high-quality food products and a consistently excellent customer experience. All refund and cancellation requests are handled in accordance with applicable United States federal and state consumer protection laws, including guidelines established by the Federal Trade Commission (FTC) under the FTC Act.

2. Scope of This Policy

This Refund Policy applies to all food orders, catering services, pre-orders, gift cards, promotional purchases, and any other transactions completed through our website at food-via313.rest, our mobile platforms, or at any physical Via 313 location. It governs the conditions under which refunds, partial refunds, exchanges, and cancellations may be granted.

This policy does not override or limit any rights you may have under applicable federal or state consumer protection law. If you are located in California, you may have additional rights under the California Consumer Privacy Act (CCPA/CPRA) and other California consumer protection statutes.

3. Eligibility Conditions for Refunds

To be eligible for a refund, your request must satisfy one or more of the following conditions:

• The food item received was significantly different from the description provided at the time of ordering (e.g., wrong item delivered).
• The food item was delivered in an unsafe, spoiled, or otherwise unfit-for-consumption condition due to an error on our part.
• The order was never received and delivery was confirmed as failed or undeliverable through no fault of the customer.
• A duplicate charge was processed for the same order.
• The order was canceled within the eligible cancellation window described in Section 8 of this policy.
• A significant portion of the order was missing from the delivery or pickup.
• You were charged an incorrect amount that does not match the confirmed order total.

Refund requests that do not meet one of the above eligibility conditions will be reviewed on a case-by-case basis at the sole discretion of Via 313 management. We reserve the right to request photographic evidence, order confirmation details, or other supporting documentation before approving any refund.

4. Timeframes for Refund Requests

All refund requests must be submitted within the following timeframes to be considered eligible:

Requests submitted outside of the applicable window may be denied. We strongly encourage customers to contact us as soon as they identify an issue with their order.

5. Non-Refundable Items and Services

Certain items and services are not eligible for refunds under any circumstances, except where required by applicable law. The following are non-refundable:

• Consumed food items: Any food product that has been partially or fully consumed is not eligible for a refund unless a verifiable health or safety concern is documented.
• Customized or special-request orders: Items prepared with specific customizations at the customer's request (e.g., dietary modifications, allergen accommodations that were accurately communicated and fulfilled) are non-refundable.
• Delivery fees: Delivery charges are non-refundable once a delivery attempt has been made, regardless of whether the order is accepted or returned.
• Service fees and platform processing fees: Any third-party service fees applied to your order are non-refundable.
• Redeemed promotions and coupons: Discount codes, promotional credits, or coupon values that have already been applied and redeemed cannot be refunded or reinstated.
• Gift cards (redeemed): Gift card balances that have been partially or fully redeemed are non-refundable.
• Catering deposits (non-cancellation window): Deposits made for catering or event orders that are not canceled within the required cancellation window are non-refundable.
• Orders affected by customer error: If an incorrect delivery address, pickup time, or order specification was entered by the customer and the order was prepared or delivered accordingly, no refund will be issued.

6. How to Request a Refund (Step-by-Step)

To submit a refund request, please follow the steps outlined below. Incomplete submissions may delay the processing of your request.

1. Gather your order information: Locate your order confirmation email or receipt. You will need your order number, the date and time of the transaction, and the items included in your order.
2. Document the issue: If applicable, take clear photographs of the food item, packaging, or any other evidence that supports your claim (e.g., wrong item, poor condition, missing components).
3. Contact Via 313 Support: Reach out to our customer support team using the contact information below. You may submit your request via email at [email protected] or through our website at food-via313.rest.
4. Provide required details: In your message, include the following:
   • Full name as it appears on the order
   • Order number and transaction date
   • Description of the issue
   • Photographs or other supporting evidence (if applicable)
   • Your preferred resolution (refund, replacement, or credit)
5. Await confirmation: Our team will acknowledge receipt of your request within 1–2 business days and may reach out for additional information.
6. Review and decision: Once all necessary information has been received, we will review your request and issue a decision within 3–5 business days.
7. Refund processing: If your refund is approved, the applicable amount will be processed according to the timeframes described in Section 7.

7. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your funds depends on the original payment method used. Please review the expected processing times below:

Please note that while we process refunds promptly on our end, your financial institution's policies may affect how quickly funds appear in your account. Via 313 is not responsible for any additional delays caused by your bank or payment processor.

8. Cancellation Policy

We understand that plans change. Our cancellation policy is designed to be as flexible as possible while respecting the operational realities of food preparation.

8.1 Standard Orders

Standard food orders placed through our website or app may be canceled for a full refund within 5 minutes of the order being placed, provided that food preparation has not yet begun. Once preparation has started, cancellations may not be eligible for a full refund. Please contact us immediately if you need to cancel a standard order.

8.2 Pre-Orders and Scheduled Orders

Pre-orders or orders scheduled for a future date may be canceled for a full refund up to 12 hours before the scheduled fulfillment time. Cancellations made between 2 and 12 hours before the scheduled time may be eligible for a partial refund or store credit at our discretion. Cancellations made less than 2 hours before the scheduled time are generally non-refundable.

8.3 Catering and Event Orders

Catering orders require a deposit to confirm the reservation. The following cancellation schedule applies:

• More than 7 days before the event: Full deposit refund.
• 3–7 days before the event: 50% of the deposit refunded; remainder retained as a cancellation fee.
• Less than 3 days before the event: No refund of the deposit. Full payment may be due depending on the stage of preparation.

Catering cancellation requests must be submitted in writing to [email protected].

9. Partial Refunds

In certain circumstances, Via 313 may issue a partial refund rather than a full refund. Partial refunds may apply in the following situations:

• Only a portion of the order was incorrect, missing, or unsatisfactory.
• A catering or event order was partially completed before cancellation.
• The customer consumed a portion of a food item before identifying a quality issue.
• A discount or promotional code was applied to the order, in which case only the net amount paid may be refunded.
• Delivery fees or service charges are excluded from the refund amount, as they are non-refundable once services have been rendered.

The amount of any partial refund will be communicated to you before processing. You may accept the partial refund or escalate the matter through our dispute resolution process described in Section 11.

10. Exchange Policy

Due to the perishable nature of food products, direct item exchanges are generally not available for online or delivery orders. However, for in-store pickup orders, we may offer a replacement of the same or equivalent item in the following circumstances:

• The incorrect item was provided at pickup.
• The item was visibly defective, improperly prepared, or otherwise unfit for consumption at the time of pickup.
• A missing component of the order can be immediately rectified at the location.

Replacement requests for pickup orders must be raised at the time of pickup or within 1 hour of leaving the location. We are unable to process replacements for items that have been transported off-premises and subsequently reported as unsatisfactory due to conditions outside our control (e.g., temperature changes during transport).

11. Dispute Resolution Process

If you are not satisfied with our response to your refund or cancellation request, you may escalate the matter through the following steps:

Step 1: Internal Escalation

Submit a written escalation to our support team at [email protected] with the subject line "Refund Dispute Escalation – [Your Order Number]". Please include all prior correspondence, your order details, and a clear explanation of why you believe our initial decision was incorrect. Our management team will review the escalation within 5 business days.

Step 2: Chargeback and Payment Disputes

If you believe you have been charged incorrectly and our internal resolution process has not resolved the matter, you have the right to contact your bank, credit card issuer, or payment processor to initiate a chargeback or payment dispute in accordance with their policies. Please be aware that initiating a chargeback without first attempting resolution through our support team may result in the suspension of your account pending investigation.

Step 3: Consumer Protection Agencies

If you remain unsatisfied after exhausting our internal resolution process, you may file a complaint with the following agencies:

• Federal Trade Commission (FTC): reportfraud.ftc.gov
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your state's Attorney General Office or relevant consumer protection authority.

If you are a California resident, you may also have rights under the California Consumer Privacy Act (CCPA/CPRA) and may contact the California Attorney General's Office for assistance.

12. Fraudulent or Abusive Refund Requests

Via 313 is committed to fair business practices and reserves the right to deny refund requests that we reasonably believe to be fraudulent, abusive, or made in bad faith. This includes, but is not limited to:

• Repeated refund requests for consumed items without valid justification.
• Requests accompanied by falsified or manipulated photographic evidence.
• Attempts to obtain refunds for orders that were accurately fulfilled as ordered.
• Exploitation of promotional offers or discount programs in violation of their terms.

In cases of suspected fraudulent activity, we reserve the right to suspend or permanently terminate the customer's account and, where appropriate, report the activity to relevant authorities.

13. Changes to This Refund Policy

Via 313 reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on this page with an updated effective date. We encourage you to review this policy periodically. Continued use of our services following the posting of any changes constitutes your acceptance of the revised policy.

If we make material changes to this policy that significantly affect your rights, we will make reasonable efforts to notify you via email or a prominent notice on our website.

14. Contact Us

For all refund requests, cancellations, or questions regarding this policy, please contact our customer support team using the details below. We are here to help and committed to resolving your concerns promptly and fairly.

This policy was last reviewed and updated on June 4, 2026.