Refund Policy

Effective Date: July 18, 2026  |  Last Updated: July 18, 2026

1. Overview

At Via 313, we are committed to delivering high-quality food and an exceptional dining experience to every customer. We understand that situations may arise where a refund or exchange is necessary, and we strive to handle each request fairly, promptly, and professionally.

This policy outlines the conditions under which refunds, partial refunds, exchanges, and cancellations are accepted, as well as the procedures you must follow to initiate a request. Our goal is to ensure your satisfaction while maintaining transparent and consistent standards for all customers.

This Refund Policy is governed by applicable United States consumer protection laws, including guidelines established by the Federal Trade Commission (FTC) under the FTC Act, as well as any applicable state-level regulations.

2. Eligibility Conditions for Refunds

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

• The food item received is significantly different from what was described on our website or menu.
• The order was delivered with missing items that were paid for but not received.
• The food item was delivered in a condition that makes it unsafe or unsuitable for consumption (e.g., spoiled, contaminated, or incorrectly prepared due to an allergy concern that was clearly communicated).
• A duplicate charge was applied to your payment method for the same order.
• The order was never delivered and delivery was confirmed as failed by our team or the designated delivery provider.
• A technical error on our website resulted in an incorrect charge or unauthorized transaction.

Refunds will not be granted in the following situations:

• You changed your mind after the order was confirmed and preparation had already begun.
• An incorrect delivery address was provided by the customer.
• The customer was unavailable to receive the delivery after multiple contact attempts.
• The refund request is submitted outside of the eligible timeframe defined in this policy.
• The food was consumed entirely before a complaint was raised about its quality.
• The issue is related to personal taste preferences rather than a verifiable quality defect.

3. Timeframes for Refund Requests

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

Requests submitted after these deadlines will not be eligible for a refund. We encourage customers to inspect their orders upon receipt and contact us immediately if any issue is identified.

4. Non-Refundable Items and Services

The following items and services are generally non-refundable under this policy:

• Delivery fees: All delivery and service fees paid at checkout are non-refundable unless the failure to deliver was solely due to an error on our part.
• Promotional or discounted items: Items purchased as part of a limited-time promotion, bundle deal, or discount offer may not be eligible for refund unless the item was defective or missing.
• Gift cards and digital credits: Once purchased or applied, gift cards and store credits are non-refundable and cannot be exchanged for cash.
• Custom or special-order food items: Orders prepared specifically to a customer's unique request (e.g., custom catering menus) are non-refundable once preparation has commenced.
• Consumed items: Food items that have been fully consumed cannot be refunded based on quality claims.
• Tips and gratuities: Any tips or gratuities applied to your order are non-refundable.

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

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

1. Step 1 — Document the Issue: Take clear photographs or screenshots of the problem. This may include images of the incorrect food item, missing items, damaged packaging, or a screenshot of the duplicate transaction on your payment statement.
2. Step 2 — Locate Your Order Information: Have your order confirmation number, the date and time of your order, and the email address used during checkout ready before contacting us.
3. Step 3 — Contact Our Support Team: Reach out to us through one of the following channels:
   • Email: [email protected]
   • Website: cafevia313.click
4. Step 4 — Submit Your Request: In your message, include the following details:
   • Your full name
   • Order confirmation number
   • Date and time of the order
   • A detailed description of the issue
   • Supporting photos or documentation (if applicable)
   • Your preferred resolution (refund, replacement, or credit)
5. Step 5 — Await Review: Our customer service team will review your request and respond within 1–3 business days. We may contact you for additional information if needed.
6. Step 6 — Resolution: Once your request is approved, we will process your refund, arrange a replacement, or issue store credit based on the agreed resolution. You will receive a confirmation email when the resolution has been applied.

6. Refund Processing Times by Payment Method

Once a refund has been approved and initiated by our team, please allow the following processing times based on your original payment method:

Please note that processing times may vary depending on your financial institution or payment provider. Via 313 is not responsible for delays caused by third-party payment processors or banking institutions once the refund has been initiated on our end.

7. Partial Refunds

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

• Only a portion of your order had a quality issue or was missing, while the rest of the order was received correctly.
• The customer partially consumed a food item before identifying a quality concern.
• A catering order is partially cancelled within an acceptable timeframe but preparation for some items had already commenced.
• A promotional discount was applied at checkout, and only a portion of the order qualifies for a refund under this policy.

The amount of a partial refund will be calculated based on the verified value of the affected item(s) minus any applicable non-refundable fees. Our team will clearly communicate the refund amount and reasoning before processing.

8. Exchange Policy

In cases where a food item was incorrect or defective but the customer would prefer a replacement rather than a refund, we are happy to arrange an exchange or order correction under the following conditions:

• The exchange request must be submitted within 2 hours of delivery.
• The incorrect or defective item must be reported with supporting evidence (e.g., photo).
• Exchanges are subject to product availability. If the desired item is no longer available, a refund or store credit will be offered instead.
• Replacement orders will be prepared and dispatched as soon as reasonably possible during our operating hours.
• Exchanges are available for delivery orders only if the delivery area is still active at the time of the request. For in-store or pick-up orders, exchanges may be handled directly at the location.

We do not offer exchanges for food items based on personal taste preferences or where the original item was prepared correctly as described on the menu.

9. Cancellation Policy

We understand that plans can change. Our cancellation policy is designed to be as flexible as possible while accounting for the operational requirements of food preparation and catering services.

9.1 Standard Food Orders

• Orders may be cancelled within 5 minutes of being placed, provided that preparation has not yet begun.
• Once our kitchen has begun preparing your order, cancellations are no longer accepted and a refund will not be issued.
• To cancel an order within the eligible window, please contact us immediately via email at [email protected].

9.2 Catering and Large Orders

• Catering orders and large group orders may be cancelled with a full refund if the cancellation is made at least 48 hours before the scheduled date.
• Cancellations made between 24 and 48 hours before the scheduled date will receive a 50% refund.
• Cancellations made less than 24 hours before the scheduled event are non-refundable, as significant resources and preparation will have already been committed.
• All catering cancellation requests must be submitted in writing via email to [email protected].

9.3 Cancellation by Via 313

In rare cases, Via 313 may need to cancel your order due to unforeseen circumstances such as ingredient unavailability, staffing issues, weather events, or technical errors. In such cases, you will be notified as soon as possible and will receive a full refund of the amount paid. We sincerely apologize for any inconvenience caused by such situations.

10. Dispute Resolution Process

We are committed to resolving all refund-related disputes fairly and efficiently. If you are dissatisfied with the outcome of your refund request, please follow the steps below:

1. Internal Appeal: Submit a written appeal to [email protected] within 7 calendar days of receiving our initial decision. Include your original request details, order number, and a clear explanation of why you believe the decision should be reconsidered. Our management team will review the appeal and respond within 3–5 business days.
2. Credit Card Chargeback: If you made your payment by credit card or debit card and believe you have been incorrectly charged, you have the right to dispute the charge through your card issuer. We encourage customers to contact us first to resolve the matter directly before initiating a chargeback, as this typically leads to faster resolution. Chargebacks that are filed without prior communication may delay the resolution process.
3. FTC Complaint: If you believe our practices violate consumer protection standards under the Federal Trade Commission Act, you may file a complaint with the FTC at reportfraud.ftc.gov.
4. State Consumer Protection Agencies: You may also contact your state's consumer protection office. Most states operate consumer protection divisions through their Attorney General's office that can assist with unresolved disputes related to goods and services.
5. Informal Mediation: For disputes that cannot be resolved through direct communication, both parties may agree to engage in informal mediation through a mutually agreed-upon neutral third party prior to pursuing formal legal action.

Via 313 takes all disputes seriously and will cooperate fully in any legitimate dispute resolution process. Our priority is always to reach a fair outcome for both parties.

11. Policy Modifications

Via 313 reserves the right to modify, update, or revise this Refund Policy at any time without prior notice. Changes will become effective immediately upon posting to our website at cafevia313.click. The "Last Updated" date at the top of this page will reflect the most recent revision.

We encourage customers to review this policy periodically to stay informed of any updates. Continued use of our website or services following any changes constitutes your acceptance of the revised Refund Policy.

12. Contact Information

If you have any questions, concerns, or wish to submit a refund request, please do not hesitate to reach out to our customer support team. We are here to help and committed to addressing your concerns as quickly as possible.