Refund Policy

Effective Date: May 22, 2026  |  Last Updated: May 22, 2026

1. Introduction

Via 313 ("we," "us," or "our") is committed to providing our customers with a high-quality food ordering experience. We understand that issues can occasionally arise with orders, and we have established this Refund Policy to ensure that all refund and cancellation requests are handled fairly, transparently, and in accordance with applicable United States consumer protection laws, including guidelines issued by the Federal Trade Commission (FTC).

By placing an order through our website at meal-via313.rest, you agree to the terms outlined in this Refund Policy. If you do not agree with any portion of this policy, please refrain from placing an order or contact us before doing so.

For all refund-related inquiries, you may reach us at:

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

2. Eligibility Conditions for Refunds

Not every order or situation automatically qualifies for a refund. We evaluate each request on a case-by-case basis. Below are the general eligibility criteria that must be met before a refund can be issued:

2.1 Qualifying Reasons for a Full or Partial Refund

• Your order was not delivered within a reasonable timeframe and you did not receive it.
• You received an order that was significantly incorrect — meaning items delivered were not what you ordered.
• Your food arrived in an unsafe, inedible, or severely compromised condition (e.g., damaged, spoiled, or contaminated).
• You were charged more than once for the same order (duplicate billing).
• You were charged for items that were unavailable or out of stock at the time of fulfillment without prior notice.
• A technical error on our platform caused an unintended transaction or order duplication.

2.2 Conditions That Do Not Qualify for a Refund

• You changed your mind after the order was confirmed and preparation had begun.
• You provided an incorrect delivery address at the time of ordering.
• You were unavailable to receive the delivery at the time of attempted delivery.
• The dissatisfaction is based solely on personal taste preferences rather than a defect or error in the order.
• The issue was not reported within the applicable refund request timeframe outlined in Section 3.
• Promotional, discounted, or complimentary items are generally non-refundable unless they arrived in an inedible or incorrect state.

3. Timeframes for Refund Requests

Timeliness is critical when submitting a refund request. Due to the perishable nature of food products, we require that all refund claims be submitted within the following windows:

Requests submitted after these windows have expired may not be eligible for a refund. We strongly encourage customers to inspect their orders promptly upon receipt and to contact us immediately if there is a problem.

4. Non-Refundable Items and Services

The following are generally non-refundable under this policy:

• Delivery fees — Delivery fees are charged for the service of delivering your order and are non-refundable once the delivery attempt has been made, regardless of the outcome of a food-related dispute.
• Service fees or platform fees — Any processing or convenience fees applied at checkout are non-refundable.
• Promotional or complimentary items — Items provided free of charge as part of a promotion are not eligible for monetary refunds.
• Gift cards or store credits — Once purchased or issued, gift cards and store credits cannot be refunded for cash.
• Customized or special-request items — Items prepared specifically according to a customer's unique request that were correctly fulfilled are non-refundable.
• Orders with consumed or partially consumed items — If more than a nominal amount of the order has been consumed prior to making a quality complaint, refund eligibility may be reduced or denied.

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

To initiate a refund request, please follow the steps below. Providing complete and accurate information will help us resolve your request as quickly as possible.

Please do not initiate a chargeback with your bank or credit card provider before contacting us directly. We are committed to resolving issues promptly and prefer to work with you directly to reach a fair resolution.

6. Refund Processing Times by Payment Method

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

Please note that these timelines reflect our internal processing. Additional delays may occur due to your financial institution's processing times, over which we have no control. If your refund has not appeared after the stated timeframe, please first check with your bank or payment provider before contacting us.

7. Partial Refunds

In some circumstances, we may issue a partial refund rather than a full refund. Partial refunds may be granted in the following situations:

• Only certain items in a multi-item order were incorrect, missing, or unsatisfactory.
• A portion of the order was consumed before the issue was identified.
• A delivery was delayed but ultimately received, resulting in partial inconvenience rather than total loss.
• A discount, coupon, or promotional credit was applied to the original order, reducing the total refundable amount.
• The issue reported affected only the quality or presentation of the item and not its fundamental edibility.

In cases of partial refunds, we will clearly communicate which items are being refunded and for what amount. Partial refunds are credited using the same payment method as the original transaction.

8. Exchange Policy

Due to the perishable nature of food products, we do not offer direct item exchanges in the traditional retail sense. However, in situations where an incorrect item was delivered and the correct item is still available, we may, at our discretion, offer one of the following resolutions:

• A redelivery of the correct item at no additional charge, subject to operational availability.
• A store credit equal to the value of the incorrect item, applicable toward your next order.
• A monetary refund for the affected item(s) if redelivery is not feasible.

The type of resolution offered will depend on timing, item availability, and the nature of the issue. Our team will work with you to determine the most practical and fair solution.

9. Cancellation Policy

We understand that circumstances can change after an order is placed. Please review our cancellation policy carefully:

9.1 Cancellations Before Order Confirmation

If you need to cancel your order before it has been confirmed by our kitchen or fulfillment system, you may be eligible for a full refund. To attempt a cancellation, contact us immediately at [email protected] or through our website. We will do our best to process the cancellation before preparation begins.

9.2 Cancellations After Order Confirmation

Once your order has been confirmed and preparation has begun, cancellations may not be possible. In such cases:

• If the order has not yet been dispatched for delivery, a partial refund may be issued, excluding any preparation costs already incurred.
• If the order is already in transit, cancellation is generally not possible, and no refund will be issued for that order.

9.3 Restaurant or Platform-Initiated Cancellations

In rare cases, Via 313 may need to cancel an order due to item unavailability, technical errors, unforeseen operational issues, or circumstances beyond our control (e.g., natural disasters, extreme weather). In such cases, you will receive a full refund of the amount charged, processed within the timeframes specified in Section 6.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we encourage you to follow the dispute resolution process outlined below:

10.1 Internal Escalation

In the first instance, please reply to the decision email you received from our customer service team and request an escalation review. Provide any additional information or evidence you believe was not considered during the initial review. We will re-examine your case within 5 business days.

10.2 Formal Written Complaint

If the internal escalation does not resolve your concern, you may submit a formal written complaint to:

We will acknowledge your formal complaint within 2 business days and provide a final resolution within 10 business days of receipt.

10.3 External Remedies

If you remain unsatisfied after exhausting our internal process, you may pursue the following options:

• Chargeback through your bank or card issuer: You may contact your financial institution to dispute the charge under the applicable card network rules. Please note that initiating a chargeback without first contacting us may result in a suspension of your account.
• Federal Trade Commission (FTC): You may file a complaint with the FTC at ftc.gov/complaint for issues related to unfair or deceptive trade practices.
• State Attorney General: Depending on your state of residence, your state Attorney General's office may have a consumer protection division that can assist with unresolved disputes.
• Better Business Bureau (BBB): You may also file a complaint with the BBB at bbb.org.

11. Consumer Rights Under Applicable Law

As a customer in the United States, you are protected by federal and state consumer protection laws. Notably:

• The FTC Act (15 U.S.C. § 45) prohibits unfair or deceptive acts or practices in commerce. Our refund policies are designed to be clear, honest, and fair in compliance with FTC guidelines.
• If you are a resident of California, you may have additional rights under the California Consumer Privacy Act (CCPA/CPRA) and California consumer protection statutes, including the right to seek remedies through the California Department of Consumer Affairs.
• Federal regulations governing electronic fund transfers and credit card dispute resolution may also apply to billing errors.

Nothing in this Refund Policy is intended to limit or override rights you may have under applicable federal or state law.

12. Modifications to This Policy

Via 313 reserves the right to update, modify, or revise this Refund Policy at any time. Any changes will be posted on this page with an updated effective date. It is your responsibility to review this policy periodically. Your continued use of our website and services following any changes constitutes your acceptance of the revised policy.

13. Contact Information

For all refund requests, questions about this policy, or general customer service inquiries, please contact us using the information below: