Refund Policy

At Via 313, we are committed to providing our customers with an exceptional dining experience and high-quality food products. We understand that there are occasions when a refund or order adjustment may be necessary. This Refund Policy outlines the terms and conditions under which we process refunds, cancellations, and exchanges for orders placed through our website at via313.rest or at any of our locations.

Please read this policy carefully before placing an order. By completing a purchase with Via 313, you acknowledge and agree to the terms outlined in this Refund Policy.

1. General Refund Eligibility

Via 313 takes pride in the quality of our food and service. We will consider refund requests under the following conditions:

• The order you received was significantly different from what was described on our menu or website.
• The food received was of an unacceptable quality, including items that arrived spoiled, contaminated, or otherwise unsafe for consumption.
• Your order was incomplete — meaning one or more items you paid for were not included in your delivery or pickup order.
• A duplicate charge was applied to your payment method for the same order.
• Your order was not delivered within a reasonable timeframe and was ultimately not delivered at all.
• You were charged an incorrect amount that does not match the confirmed order total.

All refund requests are evaluated on a case-by-case basis. Via 313 reserves the right to assess each claim individually and to request supporting documentation such as photographs, order confirmation numbers, or receipts before approving a refund.

2. Timeframes for Refund Requests

To ensure a prompt resolution, refund requests must be submitted within the following timeframes:

Requests submitted outside of these timeframes may not be eligible for a refund. We strongly encourage customers to inspect their orders upon receipt and contact us immediately if there is an issue.

3. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds. These include but are not limited to:

• Change of mind: Refunds will not be issued if you simply changed your mind about an item after the order has been prepared or delivered.
• Correctly fulfilled orders: If your order was prepared and delivered correctly according to the details you submitted, and the issue is a personal preference rather than a quality or accuracy concern, a refund will not be issued.
• Customized orders: Food items that were specially prepared based on your custom instructions (e.g., specific toppings, modifications) are non-refundable unless the customization was not followed correctly by our team.
• Gift cards and promotional credits: Gift cards, promotional credits, and loyalty points are non-refundable and cannot be exchanged for cash.
• Delivery fees: Third-party delivery fees charged by delivery platforms are generally non-refundable, as these are set and collected by those platforms independently.
• Partially consumed items: Refunds will not be granted for items that have been substantially consumed prior to the refund request, unless a genuine quality issue is identified.
• Orders placed through third-party platforms: Orders made through third-party delivery apps (such as DoorDash, Uber Eats, Grubhub, etc.) are subject to those platforms' refund policies. Via 313 does not control or process refunds for third-party platform orders.

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

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

1. Gather your order information: Locate your order confirmation number, the date of your order, and any relevant receipts or payment confirmations.
2. Document the issue: If the issue relates to food quality, incorrect items, or missing items, take clear photographs of what you received. This documentation helps us process your request efficiently.
3. Contact Via 313: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: via313.rest
4. Include all relevant details in your message: Your full name, order number, date and time of the order, a description of the issue, and any supporting photos or screenshots.
5. Wait for confirmation: Our team will acknowledge receipt of your refund request within 1–2 business days.
6. Review and resolution: Our team will review your claim and may follow up with additional questions. Once a decision is made, we will notify you of the outcome and next steps.

5. Refund Processing Times by Payment Method

Once a refund has been approved by our team, the processing time will vary depending on your original payment method:

Please be aware that while Via 313 processes refunds promptly upon approval, your bank or financial institution may require additional time to post the credit to your account. Via 313 is not responsible for delays caused by third-party financial institutions.

6. Partial Refunds

In certain situations, a partial refund may be issued rather than a full refund. Partial refunds may be granted under the following conditions:

• Only a portion of your order was incorrect or missing, and the remaining items were received correctly.
• A food quality issue affected only certain items in your order, while other items were satisfactory.
• A discount, coupon, or promotional offer was applied to the original order, and the refund is calculated on the net amount paid.
• The customer accepts a partial refund as a settlement in lieu of a full refund, after mutual agreement with our customer service team.

The amount of a partial refund will be determined based on the specific items or services in question and their corresponding prices on your original order receipt. Our team will communicate the partial refund amount to you before processing.

7. Exchange Policy

Because our products are perishable food items, traditional exchanges are generally not available in the same manner as non-food retail purchases. However, Via 313 may offer the following alternatives depending on the circumstances:

• Order replacement: If your order contained an incorrect or unacceptable item and you are present at our location (or within the delivery area), we may offer to prepare and deliver a replacement item at no additional charge, subject to availability and management approval.
• Store credit: In lieu of a monetary refund, Via 313 may offer store credit that can be applied to a future order. Store credit does not expire and can be used for any item on our menu.
• Menu substitutions: If a particular item is unavailable at the time of your order, we may contact you to offer a suitable substitution at the same or equivalent price before processing your order.

Exchange and replacement requests are subject to the same eligibility conditions outlined in Section 1 of this policy.

8. Cancellation Policy

8.1 Standard Orders

For standard online or in-person orders (individual meals, small group orders), cancellations must be requested before the order enters the preparation stage. Once food preparation has begun, we are generally unable to cancel the order or issue a full refund. If you need to cancel an order, please contact us immediately at [email protected].

8.2 Catering and Large Group Orders

For catering orders, large group reservations, or pre-ordered event meals, the following cancellation terms apply:

Catering deposits are non-refundable if the cancellation occurs within 24 hours of the scheduled event. For cancellations due to documented emergencies, Via 313 will review requests on a case-by-case basis and may offer store credit or a rescheduled order.

8.3 Force Majeure

In the event that Via 313 must cancel or reschedule your order due to circumstances beyond our control — including but not limited to severe weather, natural disasters, power outages, or public health emergencies — we will make every effort to notify you as soon as possible and will offer a full refund or a rescheduled order at no additional cost.

9. Dispute Resolution

We are committed to resolving all refund-related disputes fairly and efficiently. If you are dissatisfied with the outcome of your refund request, we encourage you to follow the steps below:

1. Step 1 — Internal escalation: Contact our customer support team at [email protected] and request that your case be escalated to a manager or senior team member. Please reference your original refund request number or email thread.
2. Step 2 — Written review: Our management team will review your dispute within 5 business days and provide a written response outlining our final decision and any available resolution options.
3. Step 3 — Chargeback process: If you believe a charge was made in error and our team has been unable to resolve the issue, you have the right to contact your bank or credit card issuer to initiate a chargeback dispute. Please be aware that chargebacks initiated without first contacting Via 313 may affect your account status with us.
4. Step 4 — Consumer protection agencies: As a consumer in the United States, you also have the right to file a complaint with the Federal Trade Commission (FTC) at ftc.gov or your state's consumer protection office if you believe your consumer rights have been violated.

10. Consumer Rights Under Applicable Law

This Refund Policy is designed to comply with applicable United States consumer protection laws, including the Federal Trade Commission Act (FTC Act), which prohibits unfair or deceptive business practices. Depending on your state of residence, you may have additional rights under your state's consumer protection statutes. Nothing in this policy is intended to limit or waive any rights you may have under applicable federal or state law.

If you are a California resident, you may also have rights under the California Consumer Privacy Act (CCPA/CPRA) regarding the personal information you provide when submitting a refund request. Please refer to our Privacy Policy at via313.rest for more information.

11. Changes to This Refund Policy

Via 313 reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on our website at via313.rest with an updated effective date. We encourage you to review this policy periodically. Your continued use of our services after any changes constitutes your acceptance of the updated policy.

12. Contact Information

If you have any questions, concerns, or requests related to this Refund Policy, please do not hesitate to contact our customer support team. We are here to help and will do our best to resolve your concerns promptly and fairly.

This Refund Policy was last updated on March 29, 2026, and is effective as of that date.