Refund Policy

Effective Date: July 1, 2026  |  Last Updated: July 1, 2026

1. Introduction

At Via 313, customer satisfaction is at the heart of everything we do. We take great pride in the quality of our food and the service we provide. We understand, however, that there may be occasions when an order does not meet your expectations, arrives incorrectly, or experiences an issue that warrants a refund or replacement.

This Refund Policy explains your rights and our obligations when it comes to refunds, replacements, cancellations, and disputes related to orders placed through our website at new-via313.click or through any affiliated ordering channels. This policy applies to all customers in the United States and is governed by applicable federal consumer protection laws, including guidelines established by the Federal Trade Commission (FTC) Act.

2. Eligibility for Refunds

You may be eligible for a refund under the following conditions:

• Your order was never received and there is no delivery confirmation.
• You received the wrong items that you did not order.
• The food items received were in a condition that made them unsafe or unfit for consumption (e.g., spoiled, severely undercooked, or containing foreign objects).
• Your order was significantly different from what was described on our menu at the time of ordering.
• You were charged more than the stated price for your order without prior notice.
• A technical error on our website resulted in a duplicate charge or incorrect billing.
• Your order was canceled by Via 313 due to operational issues, ingredient unavailability, or other circumstances within our control.

To be considered for a refund, you must meet the eligibility criteria above and submit your refund request within the timeframe specified in Section 3 of this policy.

3. Timeframes for Refund Requests

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

Requests submitted after these deadlines may be reviewed at our discretion, but we reserve the right to decline refund requests that fall outside of these timeframes.

4. Non-Refundable Items and Situations

The following situations are generally not eligible for a refund:

• Orders where the customer provided an incorrect delivery address and the food was delivered to that address.
• Orders that were refused at the door by the customer without a valid reason.
• Dissatisfaction based solely on personal taste preferences when the food was prepared correctly and as described.
• Delays caused by circumstances beyond our control, including severe weather, traffic conditions, or third-party delivery service delays.
• Promotional items, free add-ons, or complimentary items included with an order.
• Orders where the customer consumed a significant portion of the food before submitting a complaint.
• Refund requests submitted outside the applicable timeframes listed in Section 3.
• Customizations or special requests that were clearly communicated and fulfilled as requested.

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

If you believe you are eligible for a refund, please follow the steps below to submit your request:

1. Step 1 — Gather Your Information: Before contacting us, please have the following details ready: your full name, order number, date and time of the order, the email address used to place the order, a description of the issue, and, if applicable, photographic evidence of the problem (e.g., incorrect items, food quality concerns).
2. Step 2 — Contact Via 313: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: new-via313.click
3. Step 3 — Describe the Issue Clearly: In your message, provide a clear and concise description of the problem. Include all relevant details, such as which items were affected and how the order differed from what was expected.
4. Step 4 — Submit Supporting Documentation: If you have photos or screenshots that support your claim, please attach them to your email. Visual evidence greatly assists us in reviewing and resolving your request promptly.
5. Step 5 — Await Review: Our customer service team will review your request and respond within 1–3 business days. We may request additional information or clarification before making a final determination.
6. Step 6 — Receive Resolution: Once your request has been reviewed and approved, we will notify you of the resolution, which may include a full refund, partial refund, store credit, or replacement order, depending on the nature of the issue.

6. Refund Processing Times by Payment Method

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

Please note that while we process refunds promptly on our end, the actual timing of when funds appear in your account is ultimately determined by your financial institution or payment provider. Via 313 is not responsible for delays caused by third-party payment processors or banks.

7. Partial Refunds

In certain situations, a partial refund may be issued rather than a full refund. Partial refunds may apply in the following circumstances:

• Only some items in the order were incorrect, missing, or of unacceptable quality, while the remaining items were acceptable.
• The food was partially consumed before the issue was identified.
• A delivery delay caused only partial dissatisfaction with the order (e.g., certain items were cold but others were fine).
• A promotional discount was applied to the original order, and the refund reflects the actual amount paid for the affected items.

The amount of any partial refund will be calculated based on the price of the specific items affected, minus any applicable discounts, fees, or promotional credits that were applied to those items at the time of purchase.

8. Exchange and Replacement Policy

In many cases, Via 313 may offer a replacement order as an alternative to a monetary refund. We may offer to replace your order or specific items if:

• Wrong items were delivered and we have the correct items available.
• Food quality did not meet our standards and a fresh preparation is feasible.
• An item was missing from your order and can be sent out promptly.

Replacement orders are subject to availability and operational hours. We cannot guarantee that replacement orders will always be available, particularly for orders placed close to closing time or during high-volume periods. In cases where a replacement is not feasible, a full or partial refund will be processed instead.

If you prefer a replacement over a refund, please indicate this preference clearly when submitting your refund request. Our team will do their best to accommodate your preference.

9. Cancellation Policy

We understand that plans can change. Below is our cancellation policy for orders placed through new-via313.click:

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. Please contact us immediately after placing your order if you need to cancel.
• After preparation has begun: Once food preparation has started, cancellations are generally not accepted, and a refund will not be issued. This is because perishable food items are prepared specifically for each order.
• After dispatch for delivery: Orders that have already been dispatched for delivery cannot be canceled.

9.2 Via 313-Initiated Cancellations

In rare circumstances, Via 313 may need to cancel your order due to ingredient unavailability, equipment failure, staffing issues, or other operational reasons beyond our control. In such cases:

• You will be notified as soon as possible via email or phone.
• A full refund will be processed automatically within 3–5 business days.
• We may offer you the option to reschedule your order for a later time as an alternative.

9.3 How to Cancel an Order

To cancel an order, contact us immediately via email at [email protected] with your order number and the reason for cancellation. Due to the time-sensitive nature of food preparation, cancellation requests must be submitted as quickly as possible after placing the order.

10. Dispute Resolution Process

Via 313 is committed to resolving all customer concerns in a fair, transparent, and timely manner. If you are not satisfied with the outcome of your refund request, you have the following options:

10.1 Internal Escalation

If you believe your initial refund request was not handled appropriately, you may request an escalation to a senior member of our customer service team. To escalate your complaint:

1. Reply to the original response email and include "ESCALATION REQUEST" in the subject line.
2. Clearly explain why you believe the initial decision was incorrect and provide any additional supporting information.
3. Our management team will review the escalated complaint and respond within 3–5 business days.

10.2 Chargeback Rights

Under applicable United States consumer protection laws and the policies of major payment networks, you have the right to dispute a charge with your credit card company or bank if you believe you were billed incorrectly or received goods that were materially different from what was described. We encourage you to contact us first before initiating a chargeback, as we are committed to resolving issues directly and promptly.

10.3 FTC and Consumer Protection Resources

If you feel your consumer rights have been violated, you may file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or contact your state's consumer protection office for further assistance.

10.4 Informal Resolution

We strongly encourage all customers to work with us directly to resolve any disputes informally before pursuing formal legal action. Via 313 is dedicated to fair outcomes and will make every reasonable effort to reach an amicable resolution.

11. Changes to This Refund Policy

Via 313 reserves the right to modify or update this Refund Policy at any time. Any changes will be posted on this page with a revised effective date. We recommend reviewing this policy periodically to stay informed of any updates. Continued use of our website or services after changes are posted constitutes your acceptance of the updated policy.

12. Contact Information for Refund Requests

If you have questions about this Refund Policy or wish to submit a refund request, please contact our customer support team using the details below: