Refund Policy

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

1. Overview

This Refund Policy applies to all orders placed through our website at vias313.rest, by phone, through third-party delivery platforms, or in person at any Via 313 location. By placing an order with Via 313, you agree to the terms set forth in this policy.

We understand that issues occasionally arise with food orders — from incorrect items to quality concerns — and we are committed to resolving these matters fairly and promptly. Our goal is your complete satisfaction with every order.

This policy is governed by applicable United States federal and state consumer protection laws, including the Federal Trade Commission (FTC) Act, and any applicable state laws in the jurisdiction where the transaction occurs.

2. Eligibility for Refunds

You may be eligible for a full or partial refund under the following circumstances:

• Incorrect Order: You received items that are different from what you ordered.
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food delivered or prepared was undercooked, spoiled, contaminated, or otherwise not fit for consumption.
• Allergic Reactions or Dietary Concerns: An ingredient was included in your food despite a noted allergy or dietary restriction that was communicated at the time of ordering.
• Significant Delay: Your order was delivered substantially later than the estimated delivery time provided, causing the food to be unsuitable for consumption.
• Order Not Received: Your order was confirmed and charged but never delivered and cannot be located.
• Duplicate Charge: You were charged more than once for the same order due to a technical error.

3. Non-Refundable Situations

Refunds will generally not be issued in the following situations:

• You changed your mind about your order after it was prepared or dispatched.
• The order was prepared correctly, but you were dissatisfied with your personal taste preference.
• You provided an incorrect delivery address at the time of ordering.
• The delay was caused by circumstances beyond our control, including severe weather, traffic accidents, or third-party delivery service failures.
• You failed to pick up a pre-ordered item within a reasonable window after the scheduled pickup time.
• Promotional or complimentary items included in your order.
• Delivery fees and service charges assessed by third-party platforms (such as DoorDash, Uber Eats, or Grubhub) — these must be disputed directly with those platforms.
• Refund requests submitted more than 48 hours after the order was received.

4. Timeframes for Refund Requests

To be considered for a refund, you must contact us within the timeframes listed below:

Requests submitted outside of these timeframes may be denied at Via 313's sole discretion. We strongly encourage you to review your order immediately upon receipt to ensure everything is correct.

5. How to Request a Refund

Follow these steps to submit a refund request:

1. Step 1 — Document the Issue: Take clear photographs of the incorrect, missing, or unsatisfactory items. Note your order number, date, time of order, and the specific problem you experienced.
2. Step 2 — Contact Us: Reach out to our customer support team using one of the methods below. Provide your full name, order number, contact information, a description of the issue, and any supporting photos.
   • Email: [email protected]
   • Website: vias313.rest
3. Step 3 — Review Process: Our team will review your request and may follow up to ask for additional information or clarification. We aim to respond to all refund inquiries within 1–2 business days.
4. Step 4 — Resolution: Once your request has been reviewed and approved, you will receive a confirmation of your refund or credit, along with an estimated processing time.
5. Step 5 — Receive Your Refund: Refunds will be processed using the original payment method or as a store credit, depending on the circumstances and your preference.

6. Refund Processing Times by Payment Method

Once a refund has been approved, processing times vary depending on your original payment method:

Please note that while we process refunds promptly on our end, the actual time for the funds to appear in your account may vary depending on your financial institution or card issuer. Via 313 is not responsible for delays caused by third-party banks or payment processors.

7. Partial Refunds

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

• Only one or a few items from a larger order were incorrect or missing.
• The overall order was largely satisfactory, but a component (such as a side dish or beverage) was missing or unsatisfactory.
• A discount, coupon, or promotional offer was applied to the order, in which case the refund will reflect the actual amount paid for the affected item(s).
• The issue was partially caused by factors outside of Via 313's control.

Partial refund amounts will be calculated based on the proportional value of the affected item(s) in relation to the total order amount, minus any applicable discounts or promotions already applied.

8. Store Credit and Exchanges

In certain circumstances, Via 313 may offer store credit as an alternative to a monetary refund. Store credit:

• Is applied to your Via 313 account or issued as a digital code valid for use on future orders.
• Does not expire and holds no cash value.
• Cannot be transferred, sold, or exchanged for cash.
• May be offered proactively for minor inconveniences as a goodwill gesture.

Exchanges: Due to the perishable nature of food products, direct item-for-item exchanges are only available for in-store or in-restaurant orders where a replacement item can be prepared immediately. If you received an incorrect item at our location, please notify your server or a team member right away, and we will replace it at no additional charge.

9. Cancellation Policy

Via 313 accepts order cancellations under the following conditions:

9.1 Standard Orders

Orders may be cancelled and fully refunded if the cancellation request is made within 5 minutes of placing the order and before the kitchen has begun preparing your food. Once food preparation has started, cancellations are not accepted, and no refund will be issued.

9.2 Pre-Orders and Catering Orders

For pre-orders, large group orders, and catering requests:

• Cancellation more than 72 hours before the scheduled order date: Full refund issued.
• Cancellation between 24–72 hours before the scheduled order date: 50% refund issued; remaining 50% retained as a preparation and reservation fee.
• Cancellation less than 24 hours before the scheduled order date: No refund issued. The full amount will be forfeited due to food preparation commitments and ingredient costs already incurred.

9.3 How to Cancel

To cancel an order, contact us immediately via email at [email protected] or through the ordering platform where your order was placed. Please include your order number, name, and the reason for cancellation in your message.

10. Dispute Resolution

If you are not satisfied with the outcome of your refund request, Via 313 encourages the following resolution process:

10.1 Internal Escalation

First, request an internal review by contacting us at [email protected] with the subject line "Refund Dispute — [Your Order Number]". Provide all relevant documentation including photos, order confirmations, and a detailed account of your concern. A senior member of our team will review the matter and respond within 3–5 business days.

10.2 Chargeback and Payment Disputes

You retain the right to dispute a charge with your bank or credit card issuer. However, we ask that you contact us directly before initiating a chargeback, as most issues can be resolved quickly and amicably. Unwarranted chargebacks may result in the suspension of your ability to place future orders with Via 313.

10.3 Consumer Protection Agencies

If your dispute cannot be resolved through our internal process, you may file a complaint with:

• Federal Trade Commission (FTC): www.ftc.gov
• Your State Attorney General's Office
• Better Business Bureau (BBB): www.bbb.org

10.4 Governing Law

This Refund Policy is governed by the laws of the United States and the applicable laws of the state in which the transaction occurred. Any disputes that cannot be resolved informally shall be subject to binding arbitration in accordance with the rules of the American Arbitration Association (AAA), unless both parties agree otherwise in writing.

11. Special Circumstances

Via 313 recognizes that unique or extenuating circumstances may occasionally arise that fall outside the scope of this standard policy. In such cases:

• Refund requests related to food safety or health concerns will be treated as priority matters and escalated immediately to management.
• If a food safety concern is reported, Via 313 may contact local health authorities as required by law.
• Refund decisions made as exceptions to this policy do not constitute a waiver of any other provision of this policy in future transactions.

12. Changes to This Policy

Via 313 reserves the right to update or modify this Refund Policy at any time. Changes will be effective upon posting to our website at vias313.rest. We encourage customers to review this policy periodically. Continued use of our services after any changes constitutes your acceptance of the updated policy.

13. Contact Us

For all refund inquiries, questions about this policy, or to submit a refund request, please reach out to us using the information below: