Refund Policy

1. Overview

At Costa Vida, we are committed to providing exceptional Mexican cuisine and outstanding customer service. Your satisfaction is our top priority, and we stand behind the quality of our food and services. This refund policy outlines the conditions and procedures for requesting refunds on purchases made at our restaurant locations or through our delivery services.

We understand that occasionally issues may arise with your order, and we are dedicated to resolving these matters promptly and fairly. Our goal is to ensure every customer has a positive dining experience with Costa Vida.

2. Refund Eligibility

Refunds may be requested under the following conditions and within the specified timeframes:

Timeframe Requirements

• Dine-in orders: Issues must be reported immediately during your visit or within 2 hours of service
• Takeout orders: Issues must be reported within 2 hours of pickup
• Delivery orders: Issues must be reported within 1 hour of delivery
• Catering orders: Issues must be reported within 2 hours of scheduled delivery or pickup
• Gift cards: Refund requests must be made within 30 days of purchase (unused cards only)

Proof of Purchase

To process your refund request, you must provide one of the following:

• Original receipt or order confirmation
• Credit card statement showing the transaction
• Order number from online or delivery service
• Email confirmation for online orders

Valid Refund Reasons

• Food quality issues (cold food, incorrect preparation, spoiled ingredients)
• Order accuracy problems (wrong items, missing items, incorrect modifications)
• Service-related issues causing significant inconvenience
• Food safety concerns or allergic reactions due to improper preparation
• Delivery delays exceeding 60 minutes from estimated time
• Packaging issues resulting in spilled or contaminated food

3. Non-Refundable Items and Services

The following items and services are not eligible for refund:

Food Items

• Partially consumed meals (unless due to food quality issues discovered during consumption)
• Custom orders prepared to specific dietary requirements (unless preparation error occurred)
• Items discounted through promotions or coupons (exchanges may be available)
• Beverages that have been opened or partially consumed

Services and Other Items

• Delivery fees (except in cases of significant delivery delays or service failures)
• Service charges for large group orders
• Tips or gratuities
• Taxes (refunded only with eligible item refunds)
• Third-party delivery service fees

Special Circumstances

• Orders cancelled after food preparation has begun
• Customer changes of mind after order confirmation
• Refund requests made outside specified timeframes
• Orders affected by circumstances beyond our control (natural disasters, power outages)

4. Refund Request Process

Follow these steps to request a refund:

1. Contact Us Immediately
   Call our customer service line at +1 504-528-9393 or speak with a manager at your dining location. For delivery orders, contact us as soon as possible after delivery.
2. Provide Order Details
   Have your receipt, order number, or proof of purchase ready. Provide details about the issue, including specific items affected and the nature of the problem.
3. Documentation
   If possible, take photos of the issue (incorrect items, food quality problems, packaging issues) to help expedite the review process.
4. Initial Resolution Attempt
   Our staff will first attempt to resolve the issue immediately by replacing the item, preparing a new order, or offering alternative solutions.
5. Refund Processing
   If immediate resolution is not possible or satisfactory, we will process your refund request. You will receive a confirmation email with details about the refund timeline.
6. Follow-Up
   Our customer service team will follow up within 24 hours to ensure your issue has been resolved satisfactorily.

5. Refund Methods and Timeframes

Refund Processing Methods

• Credit/Debit Cards: Refunds will be processed to the original payment method used for the purchase
• Cash Payments: Cash refunds will be provided immediately at the restaurant location
• Gift Cards: Refunds for gift card purchases will be processed to the original payment method
• Digital Payments: Refunds for mobile app or online payments will be processed through the original payment platform

Processing Timeframes

• Immediate: Cash refunds at restaurant locations
• 1-2 business days: Debit card refunds
• 3-5 business days: Credit card refunds
• 5-7 business days: Digital wallet and online payment refunds
• Up to 10 business days: Bank processing time may extend refund visibility

6. Exchanges Policy

In many cases, we prefer to offer exchanges rather than refunds to ensure you still enjoy a great Costa Vida meal:

Exchange Options

• Item Replacement: We will replace incorrect or unsatisfactory items with the correct order at no additional charge
• Menu Substitution: Choose an alternative item of equal or lesser value if your original choice is unavailable
• Store Credit: Receive store credit for future visits if immediate replacement is not preferred
• Reorder Preparation: We will prepare your entire order fresh if quality issues affect multiple items

Exchange Advantages

• Immediate resolution without waiting for refund processing
• Opportunity to experience our quality food and service
• Flexible options to accommodate dietary preferences
• No impact on payment method or billing cycles

Our team will always offer exchange options first, but refunds remain available if you prefer that resolution method.

7. Damaged or Defective Items

Special procedures apply to orders with damaged packaging, contaminated food, or safety concerns:

Immediate Actions

• Stop consumption immediately if you discover any food safety issues
• Document the issue with photos showing the problem
• Preserve the item for inspection if possible (do not discard)
• Contact us immediately at +1 504-528-9393

Priority Processing

• Food safety issues receive immediate priority handling
• Full refund plus replacement meal at no charge
• Investigation of preparation and handling procedures
• Follow-up communication within 24 hours
• Additional compensation may be offered for significant inconvenience

Health and Safety Commitment

Costa Vida takes all food safety concerns seriously. We maintain strict quality control standards and will investigate any reports of contamination, foreign objects in food, or allergic reactions due to improper preparation. Your health and safety are our highest priority.

8. Contact Information for Refund Requests

For all refund requests and customer service inquiries, please use the following contact methods:

Best Practices for Contacting Us

• Have your receipt or order information ready when calling
• Describe the issue clearly and specifically including affected items
• Provide photos if possible to help our team understand the problem
• Be prepared to provide your contact information for follow-up
• Ask for a reference number for your refund request

Response Times

• Phone calls: Immediate assistance during business hours
• Emails: Response within 4 hours during business days
• In-person requests: Immediate resolution attempt
• Complex issues: Resolution within 24-48 hours