Refund Policy

At Via 313, we are committed to delivering an exceptional dining experience with every order. We take great pride in the quality of our food and service. This Refund Policy outlines the conditions under which refunds, exchanges, and cancellations may be processed. Please read this policy carefully before placing your order. By completing a purchase through our website at via313pizza.rest or any affiliated ordering platform, you agree to the terms set forth below.

1. Our Commitment to Quality

Via 313 is dedicated to ensuring that every pizza and menu item meets our high standards of quality and freshness. If for any reason your order does not meet your expectations, we encourage you to contact us promptly so that we may make it right. Our team will review each refund or complaint request on a case-by-case basis and strive to reach a fair resolution in a timely manner.

We understand that issues can arise, and we are here to help. Customer satisfaction is a core value at Via 313, and we will do everything within reason to address legitimate concerns regarding your order.

2. Eligibility Conditions for Refunds

Refund requests will be considered under the following circumstances:

• Incorrect Order: You received an item or items that do not match what was placed on your order confirmation.
• Missing Items: One or more items included in your confirmed order were not delivered or provided at pickup.
• Food Quality Issues: The food received was undercooked, spoiled, or otherwise unfit for consumption due to an error on our part.
• Allergic Ingredient Error: An item was prepared with an ingredient that you explicitly requested to be excluded and that exclusion was confirmed on the order, resulting in an allergic reaction or inability to consume the product.
• Significant Delay: Your delivery order was delayed by an unreasonable amount of time beyond the estimated delivery window stated at checkout, and the food arrived in an unsatisfactory condition as a direct result of the delay.
• Duplicate Charge: You were charged more than once for the same order due to a technical error.

3. Timeframes for Refund Requests

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

Refund requests submitted after these deadlines will generally not be honored, except in extraordinary circumstances at the sole discretion of Via 313 management. We encourage customers to inspect their orders upon receipt and report any issues immediately.

4. Non-Refundable Items and Services

Certain purchases are not eligible for refunds under any circumstances. These include:

• Orders that have been fully consumed or substantially consumed before a complaint is submitted.
• Items where the customer simply changed their mind after the order was prepared or delivered.
• Customization errors resulting from inaccurate information provided by the customer at the time of ordering (e.g., incorrect toppings selected by the customer).
• Delivery fees charged by third-party delivery platforms, which are subject to the refund policies of those respective platforms.
• Promotional items, complimentary add-ons, or gift card purchases (gift cards are non-refundable but remain redeemable for their full value).
• Orders placed through third-party apps or platforms (such as DoorDash, Uber Eats, or Grubhub) — refund requests for these orders must be directed to the respective platform.
• Catering deposits or booking fees for large-group or event orders, which are non-refundable once confirmed, except as described in Section 7 (Cancellation Policy).

5. How to Request a Refund (Step-by-Step)

To submit a refund request, please follow the steps below:

1. Gather Your Order Details: Locate your order confirmation email or receipt. Have your order number, date of purchase, items ordered, and total amount charged ready for reference.
2. Document the Issue: Where applicable, take clear photographs of the food item(s) in question. This is particularly helpful for quality complaints, incorrect items, or missing components.
3. Contact Us Directly: Reach out to our customer support team via email at [email protected]. In your message, include:
   • Your full name
   • Your order number
   • A description of the issue
   • Any supporting photos
   • Your preferred resolution (refund, replacement, or store credit)
4. Wait for Confirmation: Our team will acknowledge receipt of your request within 1 to 2 business days and may follow up with additional questions to complete our review.
5. Resolution Decision: After reviewing your case, we will notify you of our decision via email. If your refund is approved, we will initiate the process based on the payment method used for your original transaction.

6. Refund Processing Times by Payment Method

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

Please note that Via 313 processes refunds promptly upon approval; however, the actual timing of funds appearing in your account is subject to your bank or payment provider's processing schedule. Via 313 is not responsible for delays caused by financial institutions.

7. Partial Refunds

In some cases, a partial refund may be issued rather than a full refund. Partial refunds may apply under the following conditions:

• Only certain items in a multi-item order were affected by an error or quality issue, while other items were received correctly and in satisfactory condition.
• The customer consumed a significant portion of the order before identifying and reporting an issue.
• The issue reported affected the presentation or minor aspects of the food but did not render the item inedible or substantially different from what was ordered.
• A delivery delay occurred but the food remained in acceptable condition upon arrival.

The amount of a partial refund will be determined by our customer support team based on the nature of the issue, the value of the affected items, and any relevant supporting documentation. We will communicate the partial refund amount clearly and explain the basis for our calculation.

8. Exchange Policy

In instances where a refund is not the preferred resolution, Via 313 is pleased to offer an exchange or replacement option for eligible orders. If you received an incorrect item or an item with a quality issue, we may, at our discretion, offer to:

• Prepare and deliver (or make available for pickup) the correct or replacement item at no additional charge.
• Provide a store credit equivalent to the value of the affected item(s), which can be applied toward a future order.

Exchanges and replacements are subject to the same eligibility conditions and timeframes outlined in Sections 2 and 3 of this policy. To request an exchange, please follow the same contact procedure described in Section 5. Indicate in your message that you prefer a replacement or store credit rather than a monetary refund.

Please note that replacements are subject to menu availability and our ability to fulfill the request in a timely manner. In cases where a replacement is not feasible, a refund or store credit will be offered as an alternative.

9. Cancellation Policy

We understand that plans can change. The following cancellation terms apply to orders placed with Via 313:

9.1 Standard Online Orders

Once an order has been submitted and confirmed through our website or ordering platform, it enters our preparation queue almost immediately. As a result:

• Cancellations requested within 5 minutes of order placement may be honored and a full refund issued, provided the order has not yet entered the preparation stage.
• Cancellations requested after 5 minutes of order placement cannot be guaranteed, as the order may already be in preparation. In such cases, a partial refund or store credit may be offered at our discretion.
• Orders that have already been prepared and are awaiting pickup or delivery are not eligible for cancellation refunds.

9.2 Catering and Large Group Orders

For catering orders or large-group reservations that require advance booking and a deposit:

• Cancellations made 72 hours or more before the scheduled date will receive a full refund of the deposit.
• Cancellations made between 24 and 72 hours before the scheduled date will receive a 50% refund of the deposit.
• Cancellations made less than 24 hours before the scheduled date are non-refundable.

10. Dispute Resolution Process

If you are dissatisfied with the outcome of a refund request or believe your concern has not been adequately addressed, Via 313 encourages the following resolution process:

10.1 Internal Escalation

In the first instance, please reply to our refund decision email and clearly state the reason for your disagreement. Request that your case be escalated to a senior member of our customer service team. We commit to reviewing escalated cases within 3 to 5 business days and providing a final response.

10.2 Chargeback and Payment Dispute

If you believe you have been incorrectly charged or a refund has not been issued in accordance with this policy, you have the right to contact your bank or credit card issuer to initiate a chargeback dispute. We encourage customers to contact us directly first, as most issues can be resolved without the need for a chargeback. However, we respect your right to use available payment dispute mechanisms.

10.3 Consumer Protection Rights

As a consumer in the United States, you have rights protected under federal and applicable state consumer protection laws, including the Federal Trade Commission Act (FTC Act), which prohibits unfair or deceptive trade practices. Customers in California may also have rights under the California Consumer Privacy Act (CCPA/CPRA) regarding their personal data used in the processing of orders and refund requests. Via 313 is committed to complying with all applicable federal and state regulations.

10.4 Informal Mediation

In the event of a dispute that cannot be resolved through direct communication or payment dispute mechanisms, both parties agree to attempt resolution through good-faith informal mediation before pursuing formal legal action. To initiate informal mediation, please contact us at [email protected] with the subject line "Dispute Mediation Request."

11. Orders Placed Through Third-Party Platforms

Via 313 partners with various third-party delivery and ordering platforms to make our food accessible to more customers. However, orders placed through platforms such as DoorDash, Uber Eats, Grubhub, or similar services are subject to the refund and cancellation policies of those respective platforms. Via 313 does not have direct control over transactions processed through third-party services and cannot issue refunds for those orders directly.

For orders placed through a third-party platform, please contact the platform's customer support team directly to initiate a refund or dispute. If the issue involves a preparation error on our part, the platform may coordinate with us to resolve the matter, and you are welcome to inform us of the issue at [email protected] so we can take steps to prevent similar occurrences.

12. Changes to This Refund Policy

Via 313 reserves the right to update or modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website at via313pizza.rest. We encourage customers to review this policy periodically. Continued use of our website or ordering services after changes are posted constitutes acceptance of the revised policy. The effective date at the top of this page will reflect the most recent update.

13. Contact Information for Refund Requests

For all refund-related inquiries, replacement requests, cancellations, or disputes, please reach out to our customer support team using the contact details below. We aim to respond to all inquiries within 1 to 2 business days.

When contacting us, please include the following information to help us assist you as efficiently as possible:

• Your full name
• Order number
• Date of the order
• Description of the issue
• Photos or documentation (if applicable)
• Your preferred resolution