Refund Policy

Last Updated: May 28, 2026

1. Introduction

Via 313 is committed to delivering high-quality food and a memorable dining experience. We understand that occasionally issues may arise with your order, and we want to make sure every concern is addressed promptly and fairly. This Refund Policy applies to all purchases made through our website at cafe-via313.click, in-person at our location, or through any authorized third-party delivery platform associated with Via 313.

By placing an order with Via 313, you agree to the terms set forth in this policy. This policy is governed by applicable United States consumer protection laws, including but not limited to Federal Trade Commission (FTC) regulations and any applicable state-level consumer protection statutes.

2. Eligibility Conditions for Refunds

To be eligible for a refund from Via 313, your request must meet one or more of the following conditions:

• Incorrect Order: You received items that do not match what you ordered (wrong food item, wrong size, wrong toppings, or missing components).
• Food Quality Issues: The food received was undercooked, overcooked, spoiled, or otherwise not prepared to an acceptable standard of quality.
• Foreign Objects: A foreign or unexpected object was found in the food that was not listed as an ingredient.
• Allergic Reactions Due to Incorrect Preparation: You notified Via 313 of a specific allergy and the food was prepared in a way that did not honor that notification, causing a verifiable adverse reaction.
• Order Never Received: Your delivery order was never delivered, or your in-store pickup order was not fulfilled despite confirmation of payment.
• Duplicate Charges: You were charged more than once for the same transaction due to a technical or billing error.
• Significant Delay: Your order experienced an extraordinary delay caused by Via 313 or its directly affiliated delivery operations that materially impacted the quality or usability of the food.

Refund eligibility is assessed on a case-by-case basis. Via 313 reserves the right to request supporting documentation or photographs to verify claims before approving any refund.

3. Timeframes for Refund Requests

Refund requests must be submitted within the following timeframes to be considered:

Requests submitted outside these timeframes may not be eligible for a refund unless exceptional circumstances apply, such as a documented medical issue directly linked to the food consumed. In such cases, Via 313 will evaluate the situation individually.

4. Non-Refundable Items and Services

The following items and circumstances are generally not eligible for refunds:

• Food items that have been fully consumed without a documented quality complaint made at the time of consumption.
• Orders where the customer simply changed their mind after the food was prepared.
• Customization errors resulting from unclear or incomplete instructions provided by the customer at the time of ordering.
• Promotional or discounted items purchased as part of a limited-time offer, unless the item itself was defective or incorrect.
• Delivery fees charged by third-party delivery platforms (these are governed by each platform's own refund policy).
• Gift cards, loyalty points, or promotional credits once redeemed.
• Catering orders canceled less than 48 hours before the scheduled service date (see Cancellation Policy below).
• Delays caused by circumstances outside Via 313's control, including traffic, weather, or third-party courier issues.
• Dissatisfaction based purely on personal taste preferences when the item was accurately described and correctly prepared.

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

To submit a refund request, please follow these steps:

1. Gather Your Information: Before reaching out, please have the following ready:
   • Order confirmation number or receipt
   • Date and time of the order
   • Item(s) in question
   • Photos or documentation supporting your claim (if applicable)
   • Your preferred refund method
2. Contact Via 313: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: cafe-via313.click
3. Describe Your Issue: In your message or form submission, clearly describe the problem, including what you ordered, what you received, and the nature of the issue. Include any photos or evidence to support your claim.
4. Await Acknowledgment: Our team will acknowledge receipt of your request within 1 to 2 business days. We may follow up with additional questions to better understand the situation.
5. Review and Decision: Via 313 will assess your request and provide a decision within 3 to 5 business days of receiving all required information. You will be notified via email or phone about the outcome.
6. Refund Issuance: If your refund is approved, it will be processed according to the payment method and timeframe outlined in Section 6 of this policy.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to appear in your account depends on your original payment method:

Please note that Via 313 initiates the refund promptly upon approval, but the actual time for the funds to appear in your account is subject to your bank or financial institution's processing schedule, which is outside our control.

7. Partial Refunds

In certain situations, a partial refund may be issued rather than a full refund. Conditions where partial refunds may apply include:

• Only a portion of your order was incorrect or unsatisfactory (e.g., one item out of a multi-item order).
• The food was partially consumed before the issue was reported, and the issue is verifiable for the unconsumed portion only.
• A catering order was partially fulfilled due to unforeseen circumstances on Via 313's end.
• A discount or promotional code was used on the original order, and the refund amount reflects only the price actually paid.
• The order involved a bundled deal, and only certain items within the bundle are subject to the claim.

Via 313 will clearly communicate the amount of any partial refund and the reasoning behind it. Customers who disagree with a partial refund decision may initiate the dispute resolution process outlined in Section 10.

8. Exchange Policy

Via 313 offers food exchanges as an alternative to refunds when appropriate and logistically feasible. An exchange involves replacing an incorrect or unsatisfactory item with the correct item or an agreed-upon substitute.

When Exchanges Are Available:

• When the wrong item was delivered or prepared and the correct item can be made and delivered or picked up within a reasonable timeframe.
• When the original food item was spoiled or of unacceptable quality and the kitchen is still operating and can prepare a replacement.
• For in-store orders, exchanges may be facilitated immediately upon notifying staff.

When Exchanges Are Not Available:

• For delivery orders where the logistics of re-delivery are not feasible within a reasonable time.
• After business hours or when the kitchen is closed.
• For items involving severe food safety concerns where a new preparation would not resolve the customer's reasonable concern.

If an exchange is not available, Via 313 will default to offering a refund or store credit, as appropriate.

9. Cancellation Policy

Via 313 understands that plans can change. Below are the cancellation terms for different order types:

Standard Orders (Dine-In, Takeout, and Delivery)

• Orders may be canceled within 5 minutes of placement for a full refund, provided food preparation has not begun.
• Once food preparation has started, cancellations are generally not accepted. If approved at management's discretion, a store credit may be offered instead of a cash refund.
• Orders placed through third-party delivery apps are subject to those platforms' cancellation policies in addition to Via 313's policy.

Catering and Group Orders

Catering orders canceled due to an emergency or documented extenuating circumstance (e.g., a medical emergency or natural disaster) will be evaluated individually, and Via 313 will make every reasonable effort to accommodate the customer.

10. Dispute Resolution Process

If you are not satisfied with Via 313's decision regarding your refund request, we encourage you to follow the steps below to resolve the matter:

Step 1: Internal Escalation

Contact us again at [email protected] and request that your case be escalated to a senior manager. Please reference your original ticket or case number and explain why you believe the initial decision was incorrect. Include any additional supporting information that was not previously submitted.

Step 2: Good-Faith Negotiation

Via 313 commits to engaging in a good-faith effort to resolve all disputes amicably. Our senior management team will review escalated cases and respond within 5 business days with a final resolution offer.

Step 3: Third-Party Mediation

If internal escalation does not resolve the dispute to your satisfaction, either party may suggest the use of a neutral third-party mediator. The cost of mediation will be shared equally unless otherwise agreed upon. Mediation is non-binding and does not waive your rights to pursue other remedies.

Step 4: Legal Action and Consumer Protection Agencies

If mediation is unsuccessful, you have the right to pursue your claim through applicable legal channels, including but not limited to:

• Filing a complaint with the Federal Trade Commission (FTC) at reportfraud.ftc.gov
• Contacting your state's Attorney General Office or Consumer Protection Agency
• Filing a claim in small claims court in the jurisdiction where the transaction occurred
• Disputing the charge directly with your bank or credit card issuer (chargeback process)

11. Special Circumstances and Exceptions

Via 313 recognizes that not all situations fit neatly into the categories described above. We reserve the right to make exceptions to this policy on a case-by-case basis when deemed appropriate by management. Such exceptions do not create a precedent or obligation for future accommodations.

Examples of situations that may warrant special consideration include:

• First-time customers experiencing an issue with their very first order
• Verified cases of foodborne illness reported to us and confirmed by medical documentation
• Situations involving special needs or medical dietary requirements that were communicated and not honored
• Technical errors or outages on our website that caused incorrect orders to be placed

12. Changes to This Refund Policy

Via 313 reserves the right to update or modify this Refund Policy at any time. Changes will be posted on our website at cafe-via313.click with an updated effective date. We encourage you to review this policy periodically. Continued use of our services after any changes constitutes acceptance of the revised policy. For significant changes, we will make a reasonable effort to notify customers via email or a prominent notice on our website.

13. Contact Information for Refund Requests

If you have a question about this policy or need to submit a refund request, please contact us using the details below. Our team is ready to assist you and will do our best to address your concern promptly.