Refund Policy

Last Updated: June 12, 2026

1. Introduction

At Via 313, we are committed to providing our customers with high-quality food and an exceptional dining experience. We understand that there may be occasions when an order does not meet your expectations, and we want to make the resolution process as simple and fair as possible.

This Refund Policy outlines the conditions under which refunds, partial refunds, exchanges, and cancellations are processed. It applies to all orders placed through our website (meals-via313.rest), telephone orders, third-party delivery platforms, and in-person transactions. This policy complies with applicable United States consumer protection laws, including guidelines established by the Federal Trade Commission (FTC) under the FTC Act.

For any questions or concerns regarding this policy, please contact us directly at [email protected].

2. Eligibility Conditions for Refunds

We want every customer to be satisfied with their Via 313 experience. A refund request may be considered eligible under the following circumstances:

• Incorrect Order: You received items that were different from what you ordered (wrong items, wrong quantity, or missing items).
• Food Quality Issues: The food delivered or prepared was of unacceptable quality, including items that were undercooked, overcooked, spoiled, or otherwise not fit for consumption.
• Allergic Reactions Due to Incorrect Preparation: If a known allergen was present in your meal despite specific instructions to omit it, you may be eligible for a refund. Please note that we cannot guarantee allergen-free environments, and customers with severe allergies should inform us prior to ordering.
• Order Not Delivered: Your order was confirmed and charged but was never delivered within a reasonable timeframe and no satisfactory resolution was provided.
• Duplicate Charges: You were charged more than once for the same order due to a technical error on our payment platform.
• Significant Delivery Delay: Your order arrived substantially later than the estimated delivery time, and the food quality was materially impacted as a direct result.

Refund eligibility is assessed on a case-by-case basis. Via 313 reserves the right to request supporting documentation such as photographs, order confirmation numbers, or receipts before processing any refund.

3. Timeframes for Refund Requests

To ensure a fair and efficient resolution process, all refund requests must be submitted within the following timeframes:

Requests submitted outside of these timeframes may not be honored. We strongly encourage customers to inspect their orders upon receipt and contact us promptly if any issues arise.

4. Non-Refundable Items and Services

The following items and circumstances are generally not eligible for a refund:

• Orders where the customer simply changed their mind after preparation or delivery has begun.
• Food items that have been partially or fully consumed, except where a legitimate quality issue is identified and reported promptly.
• Customized or specially prepared items made according to specific customer instructions, provided they were prepared correctly as requested.
• Delivery fees charged by Via 313 or third-party delivery platforms, unless the non-delivery of the order was directly the fault of Via 313.
• Tips or gratuities added to orders.
• Promotional or discounted items purchased under limited-time offers, unless there is a verifiable issue with the order.
• Orders affected by circumstances outside of Via 313's control, including but not limited to severe weather events, natural disasters, or public emergencies.
• Gift cards or promotional credit purchases.

5. How to Request a Refund – Step-by-Step Guide

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

1. Step 1 – Gather Your Order Information
   Locate your order confirmation number, the date and time of your order, and your payment method. Having this information ready will help us process your request more quickly.
2. Step 2 – Document the Issue
   If possible, take clear photographs of the incorrect or unsatisfactory items. Visual documentation greatly assists our team in evaluating your claim.
3. Step 3 – Contact Via 313
   Reach out to us through one of the following channels:
   • Email: [email protected]
   • Website: meals-via313.rest
   In your message, please include your full name, order number, a description of the issue, and any supporting photographs or documentation.
4. Step 4 – Wait for Confirmation
   Our customer service team will acknowledge receipt of your request within 1–2 business days. We may follow up with additional questions to better understand the issue.
5. Step 5 – Review and Decision
   Our team will review all submitted information and make a determination regarding your refund eligibility. You will be notified of the outcome via the contact information you provided.
6. Step 6 – Refund Issuance
   If your refund is approved, it will be processed to your original payment method within the timeframes specified in Section 6 of this policy.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive the funds depends on your original payment method. The following estimated timeframes apply:

7. Partial Refunds

In certain situations, Via 313 may issue a partial refund rather than a full refund. Partial refunds may be granted under the following conditions:

• Only a portion of your order was incorrect or unsatisfactory, and the remaining items were received in acceptable condition.
• The issue reported resulted in minor inconvenience rather than a complete failure to deliver the product as described.
• A significant portion of the food was consumed prior to the quality complaint being reported, making a full refund unreasonable.
• Delivery was significantly delayed but the food was ultimately received, with partial compensation reflecting the inconvenience.

In cases where a partial refund is offered, our customer service team will clearly communicate the amount and rationale. Customers retain the right to dispute our determination through the process outlined in Section 10 of this policy.

8. Exchange Policy

Where operationally feasible, Via 313 may offer to replace an incorrect or unsatisfactory item rather than issue a monetary refund. Exchanges are subject to the following conditions:

• The exchange request must be made within 24 hours of receiving the original order.
• Replacement items will be prepared and delivered or made available for pickup as soon as possible, subject to kitchen availability and operating hours.
• If the replacement item is of lesser value than the original, the difference may be refunded or applied as store credit at Via 313's discretion.
• If the replacement item is of greater value, no additional charge will be made to the customer if the original order error was the fault of Via 313.
• Exchanges for reasons unrelated to order errors or quality issues (e.g., preference changes) are not guaranteed and are handled at the discretion of management.

To request an exchange, please contact us at [email protected] or through our website at meals-via313.rest.

9. Cancellation Policy

We understand that plans change. Our cancellation policy is designed to be as accommodating as possible while recognizing the operational realities of food preparation:

9.1 Standard Orders

• Orders may be cancelled for a full refund if the cancellation request is made within 5 minutes of placing the order, provided that food preparation has not yet begun.
• If food preparation has already commenced at the time of the cancellation request, a full refund may not be possible. In such cases, a partial refund or store credit may be offered.
• Once an order is out for delivery, cancellations will not be accepted.

9.2 Scheduled and Pre-Orders

• Orders scheduled in advance for a specific date and time may be cancelled for a full refund if the cancellation is made at least 2 hours before the scheduled preparation time.
• Cancellations made less than 2 hours before the scheduled time may be subject to a cancellation fee of up to 50% of the order total.

9.3 Catering and Large Group Orders

• Catering orders and large group orders (typically defined as orders over $150 or serving 10 or more people) require a minimum of 72 hours' notice for cancellation to receive a full refund.
• Cancellations made between 24 and 72 hours before the scheduled event may receive a partial refund of up to 50% of the order total.
• Cancellations made less than 24 hours before the event are generally non-refundable. Exceptions may be made at the discretion of management for documented emergencies.
• Any deposits paid for catering events are non-refundable unless cancellation is made within the full refund window outlined above.

To cancel an order, please contact us immediately at [email protected] or visit our website at meals-via313.rest. Please include your order number and the reason for cancellation in your message.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund or cancellation request, Via 313 offers the following escalation and dispute resolution process:

10.1 Internal Escalation

If you disagree with the initial determination made by our customer service team, you may request an escalation to a manager. Please respond to the original email thread with your refund case reference number and a clear explanation of why you believe the decision should be reconsidered. A manager will review your case within 3–5 business days and provide a final internal decision.

10.2 Chargeback Rights

As a consumer in the United States, you retain the right to dispute charges with your bank or credit card issuer. However, we encourage customers to attempt to resolve issues directly with Via 313 before initiating a chargeback, as this process can take significantly longer and may affect your account standing with your financial institution. Via 313 will cooperate fully with any chargeback investigation and provide all relevant documentation to the payment processor.

10.3 Consumer Protection Resources

If you believe your consumer rights have been violated, you may also file a complaint with the following bodies:

• Federal Trade Commission (FTC): reportfraud.ftc.gov
• Better Business Bureau (BBB): www.bbb.org
• Your state's Attorney General Consumer Protection Division

10.4 Governing Law

This Refund Policy and any disputes arising from it shall be governed by and construed in accordance with the laws of the United States and the applicable state laws of the state in which Via 313 operates. Any unresolved disputes shall be subject to binding arbitration in accordance with the applicable rules of the American Arbitration Association (AAA), unless otherwise agreed upon by both parties.

11. Third-Party Platform Orders

When orders are placed through third-party platforms such as DoorDash, Uber Eats, Grubhub, or other delivery services, the refund and cancellation policies of those platforms may also apply. Via 313 has limited control over the refund processes managed by third-party platforms. We encourage customers who placed orders through these services to first contact the platform directly. However, if you believe the issue was caused by an error on Via 313's part, please also reach out to us directly so we can address the matter internally.

12. Modifications to This Policy

Via 313 reserves the right to update, modify, or amend this Refund Policy at any time. Any changes will be reflected on our website at meals-via313.rest with an updated "Last Updated" date at the top of the page. We encourage customers to review this policy periodically. Your continued use of our services following any posted changes constitutes your acceptance of those changes.

13. Contact Information for Refund Requests

For all refund requests, cancellations, exchanges, or questions related to this policy, please contact Via 313 using the information below. Our team is committed to responding promptly and resolving your concerns as efficiently as possible.

Our customer service team is available during standard business hours. We aim to respond to all refund-related inquiries within 1–2 business days. For urgent matters, particularly those involving food safety or allergic reactions, please contact us immediately and we will prioritize your case accordingly.

This Refund Policy was last reviewed and updated on June 12, 2026. Via 313 thanks you for your business and looks forward to serving you.