Refund Policy

At Via 313, we are committed to delivering a high-quality food experience to every customer. We understand that situations may arise where a refund or order adjustment is necessary. This Refund Policy outlines the terms and conditions under which refunds, exchanges, and cancellations are handled. Please read this policy carefully before placing an order through our website meal-via313.digital.

By placing an order with Via 313, you acknowledge that you have read, understood, and agreed to the terms set forth in this Refund Policy. This policy is governed by applicable United States federal consumer protection laws, including guidelines enforced by the Federal Trade Commission (FTC), as well as applicable state laws.

1. Eligibility for Refunds

Via 313 strives to ensure every order meets our quality standards. A refund may be issued under the following eligible circumstances:

• Incorrect Order Received: You received items that are different from what you ordered.
• Missing Items: One or more items from your order were not included in your delivery or pickup.
• Food Quality Issues: The food received was spoiled, undercooked, overcooked, or otherwise did not meet reasonable quality expectations.
• Significant Delivery Delay: Your order was delayed beyond a reasonable timeframe due to circumstances attributable to Via 313 or our delivery partners, and the food arrived in an unsatisfactory condition as a result.
• Order Duplication: A technical error caused your order to be charged more than once for the same transaction.
• Failed Delivery: Your order was never delivered and was not made available for pickup without reasonable cause on your part.

To be eligible for a refund, your request must meet the conditions described above and must be submitted within the timeframe outlined in Section 2 of this policy. Refunds are evaluated on a case-by-case basis, and Via 313 reserves the right to request supporting documentation such as photos or order confirmation details.

2. Refund Request Timeframes

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

Requests submitted after the applicable timeframe may not be honored. We strongly encourage customers to inspect their orders upon receipt and contact us immediately if there is an issue.

3. Non-Refundable Items and Situations

The following are not eligible for a refund under this policy:

• Change of Mind: Refunds will not be issued because you changed your mind after an order has been placed and confirmed.
• Fully Consumed Orders: No refund will be issued for orders that have been fully consumed, except in cases of documented food safety concerns.
• Customization Errors by the Customer: If you selected incorrect toppings, sizes, or modifications during the ordering process, Via 313 is not responsible for the resulting dissatisfaction.
• Delivery Delays Due to External Factors: Delays caused by traffic conditions, weather events, or other circumstances beyond our control are not eligible for refunds unless the food quality was significantly compromised.
• Promo Codes and Discounted Items: Items purchased using promotional discounts are subject to limited refund eligibility. The refund amount will reflect the actual amount paid.
• Catering or Bulk Orders (Once Preparation Has Begun): Once a catering or large group order has entered the preparation stage, refunds will not be issued for the prepared portion.
• Digital Gift Cards: Once issued and redeemed, digital gift cards are non-refundable.

4. How to Request a Refund

To submit a refund request, please follow these steps carefully:

1. Step 1 — Gather Your Order Information: Locate your order confirmation email or receipt. Have ready your order number, the date and time of your order, and the items you ordered.
2. Step 2 — Document the Issue: If the issue relates to food quality, incorrect items, or missing items, take clear photos of the food or packaging as evidence. This will help us process your request more efficiently.
3. Step 3 — Contact Via 313: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: meal-via313.digital
4. Step 4 — Provide Required Details: In your refund request, include the following information:
   • Full name and contact information
   • Order number and order date
   • A clear description of the issue
   • Photos or supporting documentation (if applicable)
   • Your preferred resolution (refund, replacement, or store credit)
5. Step 5 — Await Review: Our team will review your request and respond within 1–3 business days. We may follow up with additional questions before issuing a resolution.
6. Step 6 — Receive Your Resolution: If your refund is approved, you will receive confirmation of the refund amount and the expected timeline for processing based on your original payment method.

5. Refund Processing Times by Payment Method

Once a refund has been approved by Via 313, the time it takes to receive your funds depends on your original payment method:

Please note that while Via 313 processes refunds promptly upon approval, the final posting time to your account is determined by your financial institution or payment provider and is outside of our control. If you have not received your refund within the expected timeframe, we recommend contacting your bank or payment provider first before reaching out to us.

6. Partial Refunds

In certain situations, a partial refund may be issued rather than a full refund. Partial refunds may apply under the following conditions:

• Only a portion of the order was incorrect, missing, or unsatisfactory.
• The customer consumed a significant portion of the food before reporting the issue.
• A discount or promotional code was applied to the original order, reducing the actual amount paid.
• The order included both non-refundable and refundable items, and only the eligible items are being refunded.
• A catering or large order partially met expectations, and the refund reflects only the unsatisfactory portion.

The amount of any partial refund will be determined at the sole discretion of Via 313 based on a fair assessment of the situation and the documentation provided by the customer.

7. Exchange Policy

Due to the perishable nature of food products, traditional item exchanges are generally not possible after an order has been delivered or picked up. However, Via 313 may offer a replacement order under the following circumstances:

• The wrong item was delivered and the correct item is available at the time the error is reported.
• The food was found to be in an unsatisfactory condition upon receipt and the report is made within the eligible timeframe.
• A missing item from an order can be fulfilled without requiring a full order replacement.

Replacement orders are subject to availability and may only be offered for orders placed at physical Via 313 locations or through our official ordering platform. To request a replacement, please follow the same steps outlined in Section 4 of this policy. Our team will advise whether a replacement or a refund is the most appropriate resolution.

8. Cancellation Policy

Via 313 processes and prepares food orders quickly to ensure freshness and timely delivery. As a result, our cancellation window is very limited. Please review the following cancellation terms:

8.1 Standard Orders

Cancellations for standard food orders must be made within 5 minutes of order placement. Once an order has entered the preparation stage, it cannot be cancelled, and a refund will not be issued.

8.2 Scheduled or Pre-Orders

For orders scheduled in advance, cancellations must be submitted at least 2 hours before the scheduled delivery or pickup time. Cancellations made after this window may not be eligible for a full refund.

8.3 Catering and Large Group Orders

Catering orders and large group orders require a cancellation notice of at least 48 hours before the scheduled event date. Cancellations made within less than 48 hours of the event may be subject to a cancellation fee or a partial refund only, as ingredients and preparation may have already been committed.

8.4 Via 313-Initiated Cancellations

In rare cases, Via 313 may need to cancel an order due to operational issues, ingredient unavailability, or circumstances beyond our control. In such cases, you will be notified promptly and a full refund will be issued using your original payment method within the standard processing timeframes outlined in Section 5.

9. Store Credit as an Alternative

In some cases, Via 313 may offer store credit as an alternative to a monetary refund. Store credit will be issued to your account on our ordering platform and may be used toward future orders. Store credit offers may include:

• A credit equivalent to the refund amount, or in some cases, an enhanced credit amount as a goodwill gesture.
• Validity period of up to 12 months from the date of issuance.
• Non-transferable and non-redeemable for cash.

Acceptance of store credit is entirely voluntary. If you prefer a monetary refund and your request meets the eligibility criteria, you may decline the store credit offer and request a cash refund instead.

10. Dispute Resolution Process

We hope that all refund matters can be resolved amicably through direct communication with our customer support team. However, if you are not satisfied with the outcome of your refund request, the following dispute resolution process applies:

10.1 Internal Escalation

If you believe your initial refund request was not handled fairly or correctly, you may request an escalation to a senior member of our customer service team. Submit your escalation request by emailing [email protected] with the subject line "Refund Dispute Escalation" along with your original request details and the reason for escalation. We will respond within 3–5 business days.

10.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute a charge with your credit card company or bank under the Fair Credit Billing Act (FCBA) if you believe a billing error has occurred. We encourage you to contact us first to allow us the opportunity to resolve the matter directly. However, if we are unable to reach a satisfactory resolution, you may exercise your chargeback rights through your financial institution.

10.3 FTC Consumer Complaint

If you believe your consumer rights under the FTC Act have been violated, you may file a complaint with the Federal Trade Commission at www.ftc.gov. We are committed to full compliance with all applicable federal consumer protection regulations.

10.4 Applicable Law and Jurisdiction

This Refund Policy shall be governed by and construed in accordance with the laws of the United States and the state in which Via 313 operates. Any disputes arising from this policy that cannot be resolved through the above processes shall be subject to binding arbitration or the jurisdiction of the appropriate state or federal courts.

11. Food Allergy and Safety Disclaimer

While Via 313 takes every precaution to accommodate food allergies and dietary restrictions, we cannot guarantee that any menu item is entirely free from allergens due to the nature of our kitchen environment. If you experience an adverse reaction to a food item and believe it may be related to undisclosed allergens or food safety standards not being met, please contact us immediately. Refund and compensation requests related to health and safety incidents will be reviewed with the highest priority.

12. Amendments to This Policy

Via 313 reserves the right to modify, update, or revise this Refund Policy at any time. Changes will be effective immediately upon posting to our website at meal-via313.digital. The "Last Updated" date at the top of this page will reflect the most recent revision. Continued use of our ordering platform or services after changes are posted constitutes your acceptance of the updated policy. We encourage you to review this policy periodically.

13. Contact Information for Refund Requests

For all refund-related inquiries, please reach out to our customer support team using the contact details below. We are dedicated to responding promptly and resolving your concerns in a fair and efficient manner.