Refund Policy

Effective Date: April 2, 2026  |  Last Updated: April 2, 2026

1. Overview

Via 313 is a food business operating in the United States. Because we deal in perishable food items prepared fresh upon order, our refund policy reflects the unique nature of the food service industry. We are committed to making things right when something goes wrong, while maintaining fair and reasonable standards that protect both our customers and our business.

This policy applies to all orders placed online through vias313.click, by phone, or in person at our locations. By placing an order with Via 313, you agree to the terms set forth in this Refund Policy.

If you have any questions at any time, please do not hesitate to reach out to us directly at [email protected].

2. Eligibility for Refunds

We want every customer to have a great experience with Via 313. You may be eligible for a full or partial refund under the following circumstances:

• Incorrect Order: You received an item that is different from what you ordered.
• Missing Items: One or more items from your order were not included at the time of pickup or delivery.
• Food Quality Issues: The food was undercooked, overcooked, spoiled, or otherwise did not meet reasonable quality standards at the time it was received.
• Allergic or Dietary Violations: You received an item containing an ingredient you specifically requested to be excluded due to a documented allergy or dietary restriction, provided you clearly communicated this request at the time of ordering.
• Order Not Received: Your delivery order was never delivered, and our delivery records confirm non-delivery.
• Duplicate Charges: You were charged more than once for the same order due to a technical error.
• Significantly Late Delivery: Your delivery arrived significantly later than the estimated time provided, and the food quality was compromised as a result.

Refund eligibility is determined at the sole discretion of Via 313 management after reviewing each case on its own merits. Providing accurate information, photos, and order details will help us resolve your issue as quickly as possible.

3. Non-Refundable Situations

Due to the perishable nature of our food products, certain situations are generally not eligible for refunds:

4. Refund Request Timeframes

To ensure we can properly investigate your concern and take appropriate action, all refund requests must be submitted within the following timeframes:

• Standard Food Quality Issues: Within 24 hours of receiving your order.
• Missing Items: Within 24 hours of receiving your order.
• Non-Delivery Claims: Within 48 hours of the scheduled delivery time.
• Duplicate Billing Issues: Within 7 calendar days of the transaction date.
• Allergy or Dietary Violations: Within 24 hours of receiving your order, along with any documentation that supports your claim.

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

Follow these steps to submit a refund request:

1. Gather Your Information: Before contacting us, make sure you have the following ready:
   • Your full name
   • Order number or confirmation email
   • Date and time of order
   • Description of the issue
   • Photos of the item(s) in question (strongly recommended)
   • Payment method used
2. Contact Us: Reach out to our customer support team through one of the following channels:
   • Email: [email protected]
   • Website: vias313.click
3. Submit Your Request: Provide all the information listed in Step 1. Incomplete submissions may delay the processing of your request.
4. Acknowledgment: You will receive an acknowledgment of your request within 1 to 2 business days.
5. Review and Decision: Our team will review your case, which may include reaching out for additional information or photos. A final decision will be communicated to you within 3 to 5 business days of receiving your complete request.
6. Refund Issuance: If approved, your refund will be processed according to the timelines described in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive the funds depends on the payment method used at checkout:

Please note that while Via 313 processes the refund on our end promptly, the time it takes to reflect in your account is also subject to your bank or financial institution's processing timelines, which are beyond our control.

7. Partial Refunds

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

• Only specific items in a multi-item order are affected by a quality issue.
• The order was partially consumed before the issue was identified.
• The issue reported is minor and does not affect the overall integrity of the order (e.g., a missing side item or sauce).
• Delivery was delayed but the food was still received in acceptable condition.
• A substitution was made due to ingredient availability, and you were not adequately notified in advance.

The amount of a partial refund will be calculated based on the retail value of the affected item(s) or a reasonable percentage of the total order, at the discretion of Via 313 management. We will always aim to be fair and transparent about how partial refund amounts are determined.

8. Exchange Policy

Because our food is prepared fresh to order, traditional item exchanges are not always feasible. However, we do offer the following alternatives depending on the situation:

• Remade Order: If you received an incorrect or unsatisfactory item and you are at or near one of our locations, we may offer to remake your order at no additional charge. This option is subject to availability and must be requested promptly.
• Store Credit: In lieu of a cash refund, we may offer store credit of equal or greater value, which can be applied to a future order at Via 313.
• Replacement on Next Visit: For qualifying issues, we may issue a complimentary replacement item to be redeemed on your next visit or order, subject to approval.

Exchanges or replacements are offered at Via 313's discretion and are not guaranteed in all situations. Items prepared as remakes or replacements are not eligible for additional refund requests.

9. Order Cancellation Policy

We understand that plans change. Our cancellation policy is as follows:

9.1 Online and Phone Orders

• Before Preparation Begins: If you contact us to cancel your order before our kitchen has begun preparing it, you are entitled to a full refund.
• After Preparation Has Begun: Once food preparation has started, cancellations may not be honored, and refunds will not be issued in most cases. However, store credit may be offered at management's discretion.
• After Order Is Ready for Pickup: Cancellations are generally not accepted once the order is ready for pickup. If you fail to pick up your order, you will not be refunded.

9.2 Delivery Orders

• Cancellations of delivery orders must be made at least 15 minutes before the estimated preparation start time to qualify for a full refund.
• If the delivery driver is already en route or has arrived, cancellations will not be accepted.

9.3 Catering and Large Group Orders

• Catering orders or large group orders (typically 10 or more people) require a minimum of 48 hours' notice for cancellation to receive a full refund.
• Cancellations made within 24 to 48 hours of the scheduled order time may receive a 50% refund or store credit.
• Cancellations made less than 24 hours before the scheduled order time are generally not eligible for a refund.

10. Dispute Resolution

If you are not satisfied with our initial response to your refund request, you have the right to escalate the matter. Via 313 is committed to fair dispute resolution and follows a clear process to address unresolved concerns.

10.1 Internal Escalation

If you believe your refund request was unfairly denied or the resolution offered does not adequately address your concern, you may request a secondary review by contacting us at [email protected] with the subject line "Refund Escalation Request." Please include your original case reference number and a detailed explanation of why you believe the initial decision should be reconsidered. A senior member of our team will respond within 5 business days.

10.2 Chargeback Rights

If you believe you have been wrongfully charged and are unable to resolve the matter directly with Via 313, you retain the right to file a chargeback with your bank or credit card provider. We encourage you to attempt resolution with us first before initiating a chargeback, as this allows us the opportunity to correct any genuine error on our part. In the event of a chargeback dispute, Via 313 will cooperate fully with the investigation and provide all relevant transaction and order documentation.

10.3 Consumer Protection Rights

As a consumer in the United States, you are protected by federal and state consumer protection laws, including but not limited to:

• The Federal Trade Commission (FTC) Act, which prohibits unfair or deceptive business practices.
• State-specific consumer protection statutes applicable in your state of residence.
• If you are a California resident, you may have additional rights under the California Consumer Privacy Act (CCPA/CPRA) and the California Consumer Legal Remedies Act.

Nothing in this Refund Policy limits or waives any rights you may have under applicable federal or state law.

10.4 Alternative Dispute Resolution

In the event that a dispute cannot be resolved through internal escalation, both parties agree to attempt resolution through good-faith negotiation or, if necessary, non-binding mediation before pursuing any legal action. If mediation fails to produce a resolution, legal proceedings may be initiated in accordance with applicable U.S. law.

11. Special Circumstances

Via 313 recognizes that certain situations fall outside standard policy parameters. In the following circumstances, we will evaluate refund eligibility on a case-by-case basis:

• Severe Food Illness: If you believe you experienced food poisoning directly attributable to an item consumed from Via 313, please contact us immediately and seek appropriate medical attention. We take food safety incidents extremely seriously and will cooperate with any necessary investigations.
• Natural Disasters or Emergency Closures: If an order cannot be fulfilled due to circumstances beyond our control (e.g., severe weather, power outages, emergency closures), we will issue a full refund for any prepaid orders.
• Technical Errors: If a technical error on our website or ordering platform results in an incorrect charge, duplicate order, or failed transaction, we will resolve the issue promptly and issue any applicable refund without the standard waiting period.

12. Contact Information for Refund Requests

For all refund-related inquiries, please contact our customer support team using the information below. We aim to respond to all inquiries within 1 to 2 business days during normal business hours.

When contacting us, please have the following information ready to ensure a fast and efficient resolution:

• Full name and contact information
• Order number and date of order
• Description of the issue
• Any supporting photos or documentation
• Your preferred resolution (refund, replacement, store credit, etc.)

13. Policy Updates

Via 313 reserves the right to update or modify this Refund Policy at any time. Any changes will be effective immediately upon posting to our website at vias313.click. We encourage you to review this policy periodically. Continued use of our services after a policy update constitutes your acceptance of the revised terms.