Refund Policy

1. Overview

At Costa Vida, we are committed to providing exceptional dining experiences and customer satisfaction. We understand that sometimes things don't go as planned, and we want to make it right. This refund policy outlines our commitment to addressing any concerns you may have with our products or services.

This policy applies to all purchases made at our restaurant locations, through our delivery services, and via our online ordering platforms. We reserve the right to update this policy at any time, and changes will be effective immediately upon posting.

2. Refund Eligibility

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

• Timeframe: Refund requests must be made within 24 hours of purchase or delivery for food items
• Proof of Purchase: Valid receipt, order confirmation, or transaction reference number required
• Product Condition: Food items must be substantially unconsumed (minimum 75% remaining)
• Valid Reason: Quality issues, incorrect orders, food safety concerns, or service problems
• Contact Method: Request must be made through official channels (phone, email, or in-person)
• Original Payment: Refund processed to original payment method when possible
• Documentation: Photos may be required for quality-related claims

We reserve the right to deny refund requests that don't meet these criteria or appear to be fraudulent. Multiple refund requests from the same customer may require additional verification.

3. Non-Refundable Items

The following items and circumstances are not eligible for refunds:

• Consumed Food: Items that have been substantially consumed (less than 75% remaining)
• Special Dietary Requests: Custom orders that were prepared according to specific dietary instructions
• Personal Taste Preferences: Dissatisfaction based solely on personal taste or expectations
• Promotional Items: Free items, samples, or promotional offerings
• Gift Cards: Gift card purchases are final and non-refundable
• Late Requests: Refund requests made more than 24 hours after purchase
• Third-Party Services: Delivery fees charged by third-party delivery platforms
• Alcohol: Alcoholic beverages once opened or consumed

4. Refund Process

To request a refund, please follow these steps:

• Step 1: Contact us immediately via phone at +1 207-348-6900 or email [email protected]
• Step 2: Provide your order details, receipt number, and reason for the refund request
• Step 3: If dining in, speak with a manager immediately; if delivered, retain the food items
• Step 4: Submit any required documentation or photos if requested by our team
• Step 5: Our team will review your request and respond within 2 business hours
• Step 6: If approved, we'll process your refund or offer an alternative solution
• Step 7: Receive confirmation of refund processing and estimated timeline

For in-person visits, our managers are authorized to provide immediate refunds or replacements for qualifying issues. For online or phone requests, we aim to resolve all refund inquiries within the same business day.

5. Refund Methods & Timeframes

We process refunds using the following methods and timeframes:

• Credit/Debit Cards: 3-5 business days from approval date
• Cash Purchases: Immediate cash refund or store credit available
• Mobile Payments: 1-3 business days for digital wallet refunds
• Gift Cards: Store credit issued for gift card purchases
• Third-Party Delivery: Refunds processed through original platform (varies by provider)
• Corporate Accounts: 5-7 business days for business account refunds

Refund processing times may vary depending on your financial institution. We will provide you with a refund confirmation number that you can use to track the status of your refund.

6. Exchanges vs. Refunds

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

• Food Replacements: We'll remake incorrect or unsatisfactory items at no charge
• Menu Substitutions: Exchange for items of equal or lesser value from our current menu
• Store Credit: Credit toward future purchases, valid for 90 days
• Comp Meals: Complimentary meals for significant service issues
• Upgrade Options: Upgrade to premium items to resolve value concerns
• Future Discounts: Percentage discounts on future orders

Our goal is to turn any negative experience into a positive one. We encourage customers to consider exchanges and replacements, as they often provide better value and ensure you don't leave hungry or dissatisfied.

7. Damaged or Defective Items

We take food safety and quality very seriously. For damaged or defective items, we offer expedited resolution:

• Food Safety Issues: Immediate full refund plus replacement meal at no charge
• Temperature Problems: Cold hot food or warm cold food receives immediate attention
• Contamination: Any foreign objects or contamination result in full refund and incident report
• Spoiled Items: Past expiration or spoiled food receives immediate refund and quality review
• Packaging Issues: Spilled or damaged packaging during delivery is fully refundable
• Missing Items: Incomplete orders receive immediate replacement or refund for missing items

All food safety incidents are documented and reported to relevant authorities as required. We maintain detailed records to ensure continuous improvement in our food handling and preparation processes.

8. Contact Information for Refund Requests

We're here to help resolve any issues quickly and fairly. Contact us through any of these methods:

For the fastest resolution, we recommend calling during business hours. Our customer service team is trained to handle refund requests and will work with you to find the best solution. When contacting us, please have your order information and receipt ready to expedite the process.

Business Hours for Refund Support:
Monday - Friday: 8:00 AM - 10:00 PM
Saturday - Sunday: 9:00 AM - 10:00 PM
Holidays: 10:00 AM - 8:00 PM