Refund Policy

Last Updated: May 21, 2026

1. Introduction

At Via 313, we are committed to delivering high-quality food products and an outstanding customer experience. We understand that situations may arise where a refund or exchange is necessary, and we have designed this policy to be fair, transparent, and easy to follow.

This Refund Policy applies to all orders placed through our website food-via313.click and is governed by applicable consumer protection laws in the United States, including the Federal Trade Commission (FTC) Act and relevant state regulations. If you have any questions about this policy, please contact us at [email protected] before completing your purchase.

2. Eligibility Conditions for Refunds

To be eligible for a refund, your request must meet the following conditions:

• The refund request must be submitted within the applicable timeframe outlined in Section 3 of this policy.
• The order must have been placed directly through food-via313.click. Orders placed through third-party delivery platforms are subject to the refund policies of those respective platforms.
• You must provide valid proof of purchase, including your order number and the email address used at checkout.
• The issue must fall within one of the following eligible categories:
  • The food item received was incorrect (wrong item delivered).
  • The food item was significantly different from its description on the website.
  • The food item was damaged, spoiled, or unsafe for consumption upon delivery or pickup.
  • The order was never delivered and delivery was confirmed as failed by our team.
  • A duplicate charge was made on your account for the same order.
• The customer must not have consumed more than a reasonable portion of the item before identifying the issue (except in cases where the issue only became apparent upon consumption, such as a food quality concern).

Refunds are evaluated on a case-by-case basis. Via 313 reserves the right to request photographic evidence or additional documentation to verify the nature of the complaint before approving any refund.

3. Timeframes for Refund Requests

Timely reporting is essential given the perishable nature of food products. The following timeframes apply to refund requests:

Requests submitted outside of these timeframes may not be eligible for a refund. We strongly encourage customers to inspect their orders immediately upon receipt and report any issues promptly by contacting our support team.

4. Non-Refundable Items and Services

The following items and scenarios are generally not eligible for refunds:

• Change of mind: Refunds are not issued simply because a customer changed their mind after an order was placed and preparation has begun.
• Customized or special-request orders: Food items prepared to specific customer customizations (e.g., specific dietary modifications, ingredient substitutions) are non-refundable unless they do not match the confirmed customization.
• Partially consumed items: Items that have been substantially consumed are not eligible for a refund, except in cases where a quality or safety concern is identified during consumption and reported immediately.
• Promotional and discounted items: Items purchased using promotional codes or as part of a limited-time discount may be subject to additional non-refundable restrictions as stated at the time of purchase.
• Delivery fees: Delivery fees are non-refundable unless the non-delivery was caused by an error on the part of Via 313.
• Service fees and platform processing fees: Any applicable service fees or third-party payment processing fees are non-refundable.
• Orders affected by customer-provided incorrect information: If a delivery failure occurred due to an incorrect address, phone number, or contact information provided by the customer, the order is not eligible for a refund.
• Force majeure events: Refunds are not guaranteed for disruptions caused by circumstances beyond our reasonable control, including natural disasters, government-imposed restrictions, or extreme weather conditions.

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

Follow the steps below to submit a refund request:

1. Step 1 – Document the Issue: Take clear photographs or videos of the item(s) in question, including any packaging. This documentation will help expedite your claim.
2. Step 2 – Contact Us: Reach out to our customer support team via email at [email protected] within the applicable timeframe listed in Section 3.
3. Step 3 – Provide Required Information: Include the following details in your message:
   • Your full name
   • Order number
   • Email address used at checkout
   • Date and time of the order
   • Description of the issue
   • Any photographic or video evidence
4. Step 4 – Await Review: Our team will acknowledge your request within 1–2 business days and begin reviewing your claim. We may follow up with additional questions or requests for further information.
5. Step 5 – Resolution: Once the review is complete, we will notify you of the outcome via email. If approved, the refund will be processed according to the timelines outlined in Section 6. If denied, we will provide a clear explanation for the decision.

Please do not submit multiple refund requests for the same issue, as this may delay the processing of your claim.

6. Refund Processing Times by Payment Method

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

Please note that while we initiate the refund on our end promptly upon approval, the time it takes for the funds to appear in your account is determined by your bank or payment provider and is outside of our control. If you have not received your refund after the estimated processing period, we recommend contacting your bank or payment provider first. If the issue persists, contact us at [email protected].

7. 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, while the rest of the order was delivered as described.
• The food item showed minor quality issues that did not render the entire item inedible or unsafe.
• A customer consumed a significant portion of a food item before identifying a concern.
• A promotional discount or coupon was applied at checkout, in which case the refund will reflect the actual amount paid for the item.
• A delivery was partially completed (e.g., some items in a multi-item order were delivered correctly while others were not).

The amount of any partial refund will be determined at the sole discretion of Via 313 based on the nature of the issue and the evidence provided. We will always communicate clearly about the amount being refunded and the reasoning behind it.

8. Exchange Policy

Due to the perishable and time-sensitive nature of food products, Via 313 does not offer traditional item-for-item exchanges. However, in eligible cases where an incorrect or defective item was delivered, we may offer one of the following resolutions at our discretion:

• Replacement Order: We may prepare and deliver a replacement item at no additional cost if the issue is verified and the replacement can be fulfilled within a reasonable timeframe.
• Store Credit: We may issue store credit equivalent to the value of the affected item(s), which can be applied to a future order placed through food-via313.click.
• Full or Partial Refund: As outlined in Sections 2 and 7 of this policy.

The available resolution options will be communicated to you during the refund review process. We will always work to find a fair and satisfactory outcome for our customers.

9. Cancellation Policy

Once an order is placed through food-via313.click, our kitchen team begins preparation promptly. As a result, our cancellation window is extremely limited.

9.1 Customer-Initiated Cancellations

• Within 5 minutes of placing the order: You may be eligible for a full refund if the order has not yet entered preparation. Please contact us immediately at [email protected].
• After 5 minutes: Once an order has entered the preparation phase, cancellations cannot be accepted, and no refund will be issued.
• Scheduled or pre-orders: For orders scheduled in advance, cancellations must be made at least 1 hour before the scheduled preparation or delivery time to qualify for a full refund.

9.2 Via 313-Initiated Cancellations

In rare circumstances, Via 313 may need to cancel an order due to reasons including but not limited to ingredient unavailability, equipment issues, or unforeseen operational disruptions. In such cases:

• You will be notified as quickly as possible via the contact information provided at checkout.
• A full refund will be issued automatically to your original payment method within the timeframes outlined in Section 6.
• We will offer to reschedule your order or provide an equivalent store credit if preferred.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Via 313 is committed to working with you to reach a fair resolution. The following steps outline our dispute resolution process:

10.1 Internal Escalation

If you believe your refund request was handled incorrectly or unfairly, you may request an escalation review by emailing [email protected] with the subject line "Refund Dispute – [Your Order Number]." Please include all relevant documentation and a clear explanation of why you believe the decision should be reconsidered. Our management team will review your escalated request and respond within 3–5 business days.

10.2 Chargeback and Payment Disputes

If you initiate a chargeback or payment dispute through your bank or credit card provider without first contacting Via 313 to resolve the issue, we reserve the right to provide our records and communications to the payment provider to contest the dispute. We strongly encourage customers to contact us directly first, as this is typically the fastest path to resolution.

10.3 Consumer Protection Resources

As a customer in the United States, you have consumer rights protected under federal and state law. If you feel your consumer rights have been violated, you may contact the following organizations:

• Federal Trade Commission (FTC): www.ftc.gov
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your state's Attorney General office for state-specific consumer protection matters.

10.4 Governing Law

This Refund Policy is governed by the laws of the United States and applicable state laws. Any disputes arising under this policy shall be subject to the jurisdiction of the courts located in the state where Via 313 operates.

11. Policy Updates

Via 313 reserves the right to modify or update this Refund Policy at any time. Any changes will be posted on this page with an updated effective date. Your continued use of our website and services after any changes to this policy constitutes your acceptance of the revised terms. We recommend reviewing this policy periodically to stay informed of any updates.

12. Contact Information for Refund Requests

For all refund requests, cancellations, exchanges, or related inquiries, please contact our customer support team using the information below. We are committed to responding to all inquiries as quickly as possible.