Refund Policy

Effective Date: May 20, 2026  |  Last Updated: May 20, 2026

1. Introduction

Via 313 ("we," "us," "our," or "the Company") operates a food service business and takes pride in delivering quality meals and a positive customer experience. We understand that sometimes an order may not meet your expectations, arrive incorrectly, or require cancellation. This Refund Policy has been established to provide a clear, fair, and transparent process for addressing such situations.

By placing an order through our website via313-food.rest, calling us, or visiting our location, you agree to the terms set forth in this policy. This policy is governed by applicable United States federal and state consumer protection laws, including guidelines established by the Federal Trade Commission (FTC) under the FTC Act.

If you have any questions about this policy before placing an order, please contact us at [email protected] before completing your purchase.

2. Eligibility for Refunds

We want every customer to feel confident ordering from Via 313. A refund may be issued under the following eligible conditions:

• Incorrect Order: You received an item or items that do not match what you ordered (e.g., wrong pizza toppings, wrong size, missing items).
• Food Quality Issue: The food delivered or picked up was undercooked, overcooked, spoiled, contaminated, or otherwise unfit for consumption.
• Missing Items: One or more items included in your order confirmation were not included in your delivery or pickup bag.
• Significant Delivery Delay: Your delivery order arrived more than 45 minutes beyond the estimated delivery time provided at checkout, rendering the food unacceptable.
• Duplicate Charge: You were charged more than once for the same order due to a technical error on our platform.
• Unauthorized Transaction: A charge was processed on your payment method without your authorization (subject to verification and investigation).
• Order Cancellation: Your order was cancelled by Via 313 due to operational issues, ingredient unavailability, or technical errors on our end before preparation began.

Refund requests that do not fall within one of the above categories will be reviewed on a case-by-case basis at our sole discretion.

3. Non-Refundable Items and Situations

Certain items and circumstances are not eligible for refunds. Please review the following carefully:

4. Refund Request Timeframes

To be eligible for a refund, you must submit your request within the following timeframes:

• Food Quality / Missing Items / Incorrect Orders: Requests must be submitted within 24 hours of receiving your order.
• Significant Delivery Delays: Requests must be submitted within 2 hours of the revised estimated delivery time.
• Duplicate or Unauthorized Charges: Requests must be submitted within 7 calendar days of the transaction date.
• Order Cancellations by Via 313: Refunds will be processed automatically within 5–10 business days without requiring a customer request.

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

Follow the steps below to submit a refund request with Via 313:

1. Gather Your Order Information: Locate your order confirmation email or receipt. Note your order number, order date, items ordered, and total amount charged.
2. Document the Issue: If applicable, take clear photos or screenshots of the incorrect items, quality issues, or missing items. Visual evidence significantly speeds up the review process.
3. Contact Us Through One of the Following Channels:
   • Email: [email protected]
   • Website: via313-food.rest
4. Provide Required Information in Your Request:
   • Full name and contact information
   • Order number and date of order
   • Description of the issue (missing item, incorrect item, quality concern, etc.)
   • Preferred resolution (full refund, partial refund, replacement, or store credit)
   • Any supporting photos or documentation
5. Receive a Confirmation: You will receive an acknowledgment of your request within 1–2 business days via email confirming receipt and providing an estimated review timeline.
6. Review and Decision: Our customer service team will review your request and notify you of the decision within 3–5 business days of acknowledgment.
7. Refund or Resolution Issued: If your refund is approved, it will be processed according to the timelines outlined in Section 6 of this policy.

6. Refund Processing Times by Payment Method

Once a refund has been approved by Via 313, please allow the following processing times depending on your original payment method:

Please note that while we process refunds promptly on our end, we have no control over delays introduced by financial institutions, card networks, or payment processors. If you have not received your refund after the above timeframes, please contact your bank or payment provider first, then reach out to us if the issue persists.

7. Partial Refunds

In certain circumstances, only a partial refund may be granted rather than a full refund. Partial refunds may apply when:

• Only some items in your order were incorrect, missing, or of unsatisfactory quality, while the rest of the order was acceptable.
• The food was partially consumed before the issue was identified, and only a portion is being returned or disputed.
• A delivery delay affected only part of your order (e.g., certain items arrived cold while others were acceptable).
• You accepted a replacement item of lesser value than your original order.
• Promotional discounts, coupons, or loyalty credits were applied to the original order; the refund will reflect the actual amount paid.

The amount of any partial refund will be communicated to you during the review process, and you will have the opportunity to accept or dispute the partial refund determination before it is processed.

8. Exchange Policy

Due to the perishable nature of food products, traditional item exchanges are generally not possible. However, Via 313 offers the following alternatives to a monetary refund in eligible cases:

• Order Replacement: If an item was missing or incorrect, we may offer to prepare and deliver or make available for pickup the correct item at no additional charge, subject to availability and reasonable geographic proximity.
• Store Credit: In lieu of a monetary refund, you may elect to receive Via 313 store credit in the amount of the eligible refund, which can be applied to future orders. Store credit does not expire.
• Complimentary Item on Next Order: For minor issues, we may offer a complimentary item on your next visit or order as a gesture of goodwill.

Any exchange or replacement offer is subject to our confirmation and operational capability at the time of the request. Exchanges are not guaranteed as a substitute for refunds where a monetary refund is the preferred and eligible resolution.

9. Cancellation Policy

Via 313 understands that circumstances may require you to cancel an order. The following rules apply to order cancellations:

9.1 Customer-Initiated Cancellations

• Before Preparation Begins: If you cancel your order before our kitchen has begun preparing it, you are entitled to a full refund. Cancellations in this window are processed without penalty.
• After Preparation Has Begun: If preparation of your order has already started, cancellations may not be accepted, or a cancellation fee of up to 50% of the order total may apply to cover ingredient and labor costs.
• After Order is Ready for Pickup or Out for Delivery: Cancellations are generally not accepted at this stage. If accepted at our discretion, a refund of no more than 25% of the order total may be issued.

9.2 Via 313-Initiated Cancellations

In rare cases, Via 313 may need to cancel an order due to ingredient unavailability, kitchen closures, technical errors, or other operational issues. In such cases:

• You will be notified as promptly as possible via email or phone.
• A full refund will be issued automatically to your original payment method within 5–7 business days.
• We may offer a discount or store credit for the inconvenience caused.

9.3 How to Cancel an Order

To request a cancellation, contact us immediately through:

• Email: [email protected]
• Website: via313-food.rest

Please include your order number and the reason for cancellation. Response times may vary, and cancellation is only confirmed upon written acknowledgment from Via 313.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Via 313 provides the following escalation and dispute resolution process:

10.1 Internal Escalation

If your initial refund request is denied or you disagree with the resolution offered, you may request an internal review by emailing [email protected] with the subject line "Refund Dispute — [Your Order Number]." Include a detailed explanation of why you believe the initial decision was incorrect, along with any additional supporting evidence. A senior member of our customer service team will review your case and respond within 5 business days.

10.2 Chargeback and Payment Processor Disputes

You have the right to dispute a charge with your credit card issuer or payment provider. However, we strongly encourage you to contact us first to allow Via 313 an opportunity to resolve the issue directly, which is typically faster and less burdensome for all parties. If a chargeback is filed without prior contact, it may affect your ability to place future orders with Via 313 pending resolution.

10.3 Consumer Protection Resources

As a customer in the United States, you have rights under applicable consumer protection laws. If you believe Via 313 has engaged in unfair, deceptive, or abusive practices, 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 Informal Mediation

Before pursuing formal legal action, both parties agree to make a good-faith effort to resolve disputes through direct negotiation. If direct negotiation fails, either party may propose non-binding mediation through a mutually agreed-upon mediator as an alternative to litigation.

11. Special Circumstances

11.1 Allergies and Dietary Restrictions

It is the customer's responsibility to clearly communicate any food allergies or dietary restrictions at the time of ordering. While Via 313 makes every effort to accommodate dietary needs, we cannot guarantee a completely allergen-free kitchen environment. Refunds related solely to undisclosed or improperly communicated allergen concerns will be evaluated on a case-by-case basis.

11.2 Catering and Large Group Orders

Catering orders and large group orders (typically orders exceeding $150 or orders placed for events) are subject to a separate cancellation and refund schedule that will be disclosed at the time of booking. Generally:

• Cancellations made 72 hours or more before the scheduled fulfillment time: Full refund.
• Cancellations made 24–72 hours before fulfillment: 50% refund or full store credit.
• Cancellations made less than 24 hours before fulfillment: No refund; store credit may be issued at our discretion.

11.3 Third-Party Delivery Platforms

If your order was placed through a third-party delivery platform (such as DoorDash, Uber Eats, Grubhub, or similar services), the refund policy of that platform may apply. Via 313 is not responsible for the refund policies or processes of third-party delivery services. Please contact the platform directly for orders placed through those channels.

12. Policy Updates

Via 313 reserves the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to via313-food.rest. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage you to review this policy periodically. Your continued use of our services after any changes constitutes acceptance of the updated policy.

13. Contact Information

For all refund requests, cancellations, and related inquiries, please contact Via 313 using the information below. Our customer service team is ready to assist you: