Refund Policy

At Via 313, we are committed to providing our customers with the highest quality food and service. We understand that situations may arise where a refund or exchange is necessary. This Refund Policy outlines the conditions, timeframes, and procedures for requesting refunds, cancellations, and exchanges. Please read this policy carefully before placing an order.

By placing an order through our website via313-food.click or any associated ordering platform, you agree to the terms set forth in this Refund Policy. This policy is governed by applicable United States federal and state consumer protection laws, including guidelines established by the Federal Trade Commission (FTC).

1. Our Commitment to Customer Satisfaction

Via 313 takes great pride in the quality and preparation of every item we serve. Our goal is to ensure every customer receives exactly what they ordered, prepared to our high standards. If for any reason you are not satisfied with your order, we encourage you to reach out to us promptly so we can make it right.

We review all refund and complaint requests on a case-by-case basis and strive to resolve all issues fairly and efficiently. Our customer service team is available to assist you and will work to find the most appropriate resolution for your situation.

2. Eligibility Conditions for Refunds

Refund requests may be considered under the following circumstances:

• Incorrect Order: You received items that do not match what you ordered (wrong items, missing items, or incorrect customizations).
• Food Quality Issues: The food received was undercooked, overcooked, spoiled, or otherwise unfit for consumption.
• Foreign Objects: The food contained foreign objects or materials that should not be present.
• Allergic Reactions: You experienced an allergic reaction due to our failure to accommodate a documented allergen request made at the time of ordering.
• Significant Delay: Your order arrived significantly later than the estimated delivery or pickup time, resulting in diminished food quality.
• Order Not Delivered: Your order was confirmed and charged but never delivered or made available for pickup.
• Duplicate Charge: You were charged more than once for the same order due to a technical or processing error.

To be eligible for a refund, the following general conditions must also be met:

• The refund request must be submitted within the applicable timeframe (see Section 3).
• You must provide proof of purchase, such as your order confirmation number, receipt, or transaction ID.
• You must provide reasonable documentation of the issue, such as a photograph of the incorrect or unsatisfactory item.
• The item must have been purchased directly through via313-food.click or an authorized ordering channel associated with Via 313.

3. Timeframes for Refund Requests

We ask that all refund requests be submitted as promptly as possible to allow us to investigate the issue effectively. The following timeframes apply:

Requests submitted after these timeframes may not be eligible for a full refund. However, we will still review late submissions on a case-by-case basis and may offer partial refunds or store credit at our discretion.

4. Non-Refundable Items and Services

Certain items and charges are non-refundable under this policy:

• Consumed Items: Food items that have been substantially consumed cannot be returned or refunded unless a genuine quality or safety concern is documented.
• Delivery Fees: Delivery fees are non-refundable except in cases where the order was not delivered due to our error.
• Service Fees and Platform Fees: Any third-party service or platform fees associated with your order are non-refundable.
• Tips and Gratuities: Tips and gratuities voluntarily added at checkout are non-refundable.
• Special Event or Pre-Order Items: Food items ordered specifically for catering events or pre-order promotions are non-refundable once preparation has begun.
• Promotional and Discounted Items: Items purchased using promotional discounts or vouchers may not be eligible for a cash refund but may qualify for store credit.
• Change of Mind: Refunds are not issued simply because you changed your mind after placing an order and preparation has already begun.
• Incorrect Information Provided: If an order was prepared incorrectly due to inaccurate information provided by the customer at checkout, Via 313 is not liable for a refund.

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

To request a refund, please follow these steps:

1. Gather Your Information: Locate your order confirmation number, receipt, or proof of payment. If you have photos or documentation of the issue, gather those as well.
2. Contact Us: Reach out to our customer service team via one of the following methods:
   • Email: [email protected]
   • Website: via313-food.click
3. Provide Details: In your request, clearly describe the issue. Include:
   • Your full name and contact information
   • Your order number or transaction ID
   • Date and time of the order
   • Description of the problem
   • Any photographs or supporting documentation
   • Your preferred resolution (refund, replacement, store credit)
4. Wait for Acknowledgment: Our team will acknowledge your request within 1–2 business days and may follow up with additional questions or requests for documentation.
5. Review and Decision: We will review your case and provide a decision within 3–5 business days of receiving all required information.
6. Resolution: If your refund is approved, we will process it using the original payment method or provide an alternative resolution (store credit, replacement) as agreed upon.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the processing time will depend on the original payment method used:

Please note that while we process refunds promptly on our end, your financial institution may require additional time to post the credit to your account. Via 313 is not responsible for delays caused by third-party payment processors or financial institutions.

7. Partial Refunds

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

• Only a portion of your order was incorrect or unsatisfactory.
• Some items in a multi-item order were consumed before a complaint was raised.
• The issue reported does not fully warrant a complete refund based on our review.
• An order was partially prepared before a cancellation request was received.
• A promotional discount was applied to the order, and only select items qualify for a refund.

When issuing a partial refund, we will provide you with a clear breakdown of the amount being refunded and the reason for the partial deduction. You will be notified via the contact method provided in your refund request.

8. Exchange Policy

In lieu of a monetary refund, Via 313 may offer to replace or exchange an unsatisfactory or incorrect food item under the following conditions:

• The issue is reported within the applicable timeframe (see Section 3).
• The original item is available for return or documented through photographic evidence.
• The replacement is of equal or lesser value to the original item ordered.
• You are able to collect the replacement at our location or, where applicable, receive a redelivery.

Exchanges are offered at the discretion of Via 313 management and are not guaranteed in all circumstances. If an exchange is not possible (for example, due to distance or limited operating hours), a store credit or refund of equal value will be offered instead.

We do not offer exchanges for items that have been consumed, items affected by customer-provided incorrect allergen or customization information, or items not purchased through an authorized Via 313 channel.

9. Cancellation Policy

We begin preparing orders shortly after they are placed to ensure timely service. As a result, our cancellation window is limited.

9.1 Online and App Orders

• Cancellations must be requested within 5 minutes of placing your order.
• After 5 minutes, preparation may have already begun and cancellations may not be possible.
• To cancel, contact us immediately at [email protected] or via the ordering platform used.

9.2 Catering and Pre-Orders

• Catering orders may be cancelled with a full refund if notice is given at least 72 hours before the scheduled pickup or delivery time.
• Cancellations made between 24 and 72 hours in advance may be subject to a cancellation fee of up to 50% of the total order value.
• Cancellations made less than 24 hours before the scheduled time are non-refundable, as ingredients and preparation time have already been committed.

9.3 In-Store Orders

In-store orders that have already been placed with our team cannot be cancelled once preparation has begun. Please speak directly with a manager if you have an urgent concern regarding an in-store order.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Via 313 has a formal dispute resolution process in place to ensure fairness and transparency.

10.1 Internal Escalation

If you believe your refund request was not handled appropriately, you may escalate your complaint by:

1. Sending a written escalation request to [email protected] with the subject line "Refund Dispute Escalation."
2. Including your original case or ticket number, a summary of the issue, and the reason you are disputing the initial decision.
3. Our management team will review escalated disputes within 5–7 business days and provide a final determination.

10.2 Chargeback and Third-Party Resolution

If we are unable to reach a satisfactory resolution through our internal process, you retain the right to contact your credit card company or payment provider to initiate a chargeback or dispute in accordance with their applicable policies. You may also file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or your applicable state consumer protection agency.

10.3 Governing Law

This Refund Policy and any disputes arising from it shall be governed by and construed in accordance with the laws of the United States and applicable state law. Any unresolved disputes may be subject to binding arbitration in accordance with applicable arbitration rules, unless prohibited by law.

11. Food Safety and Health Concerns

If you believe a food safety or public health issue exists with an item from Via 313, we ask that you report it to us immediately in addition to any applicable local or state health authority. Your safety is our highest priority.

Food safety complaints will be treated as a priority and investigated immediately upon receipt. Via 313 cooperates fully with health inspectors and regulatory authorities as required by law.

12. Changes to This Refund Policy

Via 313 reserves the right to update, modify, or revise this Refund Policy at any time to reflect changes in our practices, legal requirements, or business operations. Any changes will be posted on our website at via313-food.click with an updated effective date. We encourage you to review this policy periodically to stay informed of any updates.

Continued use of our services following the posting of any changes constitutes your acceptance of the revised Refund Policy.

13. Contact Us

If you have any questions, concerns, or wish to submit a refund request, please contact us using the information below. Our customer service team is ready to assist you.

When contacting us, please have your order number, date of purchase, and a description of your concern ready to help us assist you as quickly as possible. We aim to respond to all refund inquiries within 1–2 business days.