Refund Policy

Overview

At Costa Vida, your satisfaction is our top priority. We are committed to providing fresh, high-quality Mexican cuisine and exceptional service to every customer. This refund policy outlines our commitment to addressing any concerns you may have with your order or dining experience.

We understand that sometimes circumstances may require a refund, and we strive to handle all requests fairly and promptly. Our policy is designed to protect both our customers and our business while maintaining the highest standards of food safety and quality.

Last Updated: January 1, 2026

Refund Eligibility

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

Timeframe Requirements

• Dine-in orders: Refund requests must be made before leaving the restaurant
• Takeout orders: Refund requests must be made within 2 hours of pickup
• Delivery orders: Refund requests must be made within 1 hour of delivery
• Catering orders: Refund requests must be made at least 24 hours before the scheduled event

Valid Reasons for Refund

• Food quality issues (incorrect temperature, freshness, preparation)
• Incorrect order received
• Missing items from your order
• Food safety concerns
• Significant service delays beyond reasonable time
• Billing errors or duplicate charges

Proof of Purchase

• Original receipt or order confirmation
• Credit card statement (if receipt is lost)
• Order number for online or phone orders
• Photo evidence may be required for quality issues

Non-Refundable Items

The following items and services are not eligible for refunds:

• Food items that have been partially or fully consumed (unless due to quality issues)
• Custom or special orders that were prepared to your specifications
• Gift cards and promotional certificates
• Delivery fees (unless delivery was not attempted)
• Refund requests made outside the specified timeframes
• Orders cancelled after food preparation has begun
• Refunds requested due to personal preference or taste
• Items affected by force majeure events (natural disasters, government orders)
• Alcoholic beverages (where applicable)
• Third-party delivery service fees

Refund Request Process

Follow these steps to request a refund:

• Contact our customer service team immediately when you notice an issue
• Provide your order details including receipt, order number, and date of purchase
• Clearly describe the reason for your refund request
• Submit any required documentation or photo evidence
• Wait for our team to review your request (usually within 2-4 hours during business hours)
• Receive confirmation of approval or denial with detailed explanation
• If approved, refund will be processed according to our refund methods
• Monitor your payment method for the refund credit

Required Information

• Full name and contact information
• Order number or receipt details
• Date and time of purchase
• Location where order was placed
• Detailed description of the issue
• Photos if applicable (food quality issues)

Refund Methods & Processing Times

Approved refunds will be processed using the following methods:

Payment Method Returns

• Credit Card: 3-5 business days to appear on statement
• Debit Card: 3-7 business days depending on your bank
• Cash Payment: Immediate refund at restaurant location
• Gift Card: Store credit issued same day
• Mobile Payment (Apple Pay, Google Pay): 1-3 business days

Alternative Refund Options

• Store Credit: Available for future purchases (no expiration date)
• Account Credit: For online orders, credit applied to your account
• Promotional Credit: May include additional value for inconvenience

Exchanges Policy

In many cases, we prefer to offer exchanges rather than refunds to ensure you receive the meal you intended to order:

Exchange Options

• Incorrect Order: Immediate replacement with correct items at no additional charge
• Quality Issues: Fresh preparation of the same item or alternative menu selection
• Missing Items: Addition of missing items to complete your order
• Temperature Issues: Reheating or fresh preparation as appropriate

Exchange Process

• Report issue immediately to restaurant staff or delivery driver
• Keep original order for comparison purposes
• Specify your preferred resolution (exchange or refund)
• Allow time for fresh preparation if needed
• Verify replacement order before leaving or accepting delivery

Note: Exchanges are typically faster than refunds and ensure you receive the quality meal you ordered. We encourage exchanges when possible to provide the best customer experience.

Damaged or Defective Items

Special policies apply to orders that arrive damaged or with quality defects:

Immediate Action Required

• Do not consume damaged or defective food items
• Take photos of the issue before handling
• Contact us immediately at +1 504-581-3467
• Preserve the item for inspection if requested

Types of Damage/Defects Covered

• Spilled or leaked containers during delivery
• Cold food that should be served hot
• Burnt, undercooked, or incorrectly prepared items
• Foreign objects found in food
• Spoiled or expired ingredients
• Contaminated or unsafe food

Our Response

• Full refund plus replacement order at no charge
• Investigation to prevent future occurrences
• Additional compensation for serious issues
• Direct manager follow-up within 24 hours
• Incident report filed for quality control

Contact Information for Refund Requests

For fastest resolution of refund requests, contact us using the methods below:

Response Times

• Phone: Immediate during business hours
• Email: Within 4 hours during business days
• In-person: Immediate resolution at restaurant
• Emergency food safety issues: Immediate response 24/7

What to Include in Your Request

• Order number and receipt information
• Date, time, and location of purchase
• Clear description of the problem
• Photos if applicable
• Preferred resolution (refund or exchange)
• Your contact information for follow-up