Refund Policy

Effective Date: June 12, 2026  |  Last Updated: June 12, 2026

1. Introduction

Via 313 ("we," "us," "our," or "the Company") operates the website meals-via313.click and provides food ordering and delivery services to customers across the United States. We understand that issues may occasionally arise with your order, and we want to make the process of requesting a refund or resolution as simple and transparent as possible.

This Refund Policy is governed by applicable United States federal and state consumer protection laws, including the Federal Trade Commission (FTC) Act, and any relevant state-specific regulations. By placing an order through our website, you agree to the terms outlined in this policy.

Please read this policy carefully before completing a purchase. If you have any questions, do not hesitate to contact us at [email protected].

2. Eligibility Conditions for Refunds

Not all orders automatically qualify for a full refund. The following conditions must generally be met for your refund request to be considered:

• The order was placed directly through meals-via313.click or an authorized ordering platform associated with Via 313.
• You contact us within the required timeframe (see Section 3 below).
• The issue with the order is verifiable and falls within one of the qualifying categories described below.
• You provide sufficient documentation or information to support your claim (e.g., photos, order confirmation number, description of the problem).

2.1 Qualifying Reasons for a Refund

We will consider a full or partial refund in the following circumstances:

• Incorrect Order: You received items that do not match what you ordered (e.g., wrong pizza, missing toppings, incorrect size).
• Missing Items: One or more items included in your order were not delivered or were absent from your pickup order.
• Food Quality Issues: The food you received was undercooked, spoiled, contaminated, or otherwise unfit for consumption at the time of delivery or pickup.
• Non-Delivery: Your delivery order was never received, and our records confirm it was not delivered successfully.
• Duplicate Charges: You were charged more than once for the same order due to a technical error.
• Unauthorized Transactions: A charge appeared on your account that you did not authorize. (Note: Please also contact your bank or card issuer immediately in this case.)

3. Timeframes for Refund Requests

Timely reporting is essential for us to investigate your claim and provide an appropriate resolution. Please review the applicable timeframes below:

Refund requests submitted outside of these timeframes may not be eligible for consideration. We encourage you to inspect your order immediately upon receipt and report any issues promptly.

4. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds. Please be aware of the following non-refundable categories:

• Correctly fulfilled orders: If your order was prepared and delivered accurately as placed, it is not eligible for a refund based on personal preference or a change of mind.
• Delivery fees: Delivery and service fees are generally non-refundable unless the non-delivery was due to our error or the error of a third-party delivery partner acting on our behalf.
• Promotional or discounted items: Items purchased using special promotional pricing, discount codes, or limited-time offers may not be eligible for refund unless they fall under a qualifying reason in Section 2.1.
• Catering orders (partially consumed): Large catering orders that have been partially consumed are not eligible for a full refund except where a documented food quality or safety issue is identified.
• Customized special orders: Orders with highly specific customizations made at the customer's request and fulfilled correctly as specified are generally non-refundable.
• Gift cards and store credit: Digital gift cards and store credit balances are non-refundable once issued or redeemed.

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

To request a refund, please follow these steps carefully:

1. Step 1 – Gather Your Information: Locate your order confirmation number, the email address used to place the order, the date and time of your order, and any photos or documentation that illustrate the issue (e.g., photos of incorrect or damaged items).
2. Step 2 – Contact Us Directly: Reach out to our customer support team via email at [email protected]. In your message, include:
   • Your full name
   • Order confirmation number
   • Date of the order
   • A clear description of the issue
   • Any supporting photos or screenshots
   • Your preferred resolution (refund, replacement, or credit)
3. Step 3 – Wait for Acknowledgment: Our team will acknowledge your request within 1–2 business days. We may follow up with additional questions or request further information to process your claim.
4. Step 4 – Review and Decision: We will review your request, investigate the claim with our kitchen and delivery teams if necessary, and communicate our decision to you within 3–5 business days of receiving all required information.
5. Step 5 – Refund Issuance: If your refund is approved, we will process it according to the payment method used. See Section 6 for processing times by payment method.

6. Refund Processing Times by Payment Method

Once a refund has been approved, processing times vary depending on your original payment method:

Please note that while we process refunds on our end within the timeframes above, your financial institution may take additional time to reflect the credit in your account. Via 313 is not responsible for any delays caused by your bank or payment processor.

7. Partial Refunds

In some circumstances, a partial refund may be more appropriate than a full refund. Partial refunds may be issued under the following conditions:

• Only a portion of your order was incorrect, missing, or unsatisfactory, while the remainder was delivered correctly and to an acceptable standard.
• You consumed a significant portion of the order before identifying an issue.
• The issue affected only specific items in a larger catering or group order.
• A promotional discount or coupon was applied to the original order; the refund may be adjusted to reflect the discounted value of the affected items.
• A delivery fee was incurred, and only the food portion of the order qualifies for reimbursement.

The exact amount of any partial refund will be determined on a case-by-case basis by our customer support team, taking into account the nature and extent of the issue.

8. Exchange Policy

Where feasible and operationally practical, Via 313 may offer an exchange (replacement of the incorrect or unsatisfactory item) in lieu of a monetary refund. Exchanges are subject to the following conditions:

• The replacement request must be made within 24 hours of receiving the original order.
• Exchanges are available for dine-in, takeout, and delivery orders, subject to our current operating hours and capacity.
• Replacement orders for delivery may be subject to a minimum processing time.
• Via 313 reserves the right to offer a store credit or account credit as an alternative to a direct replacement if operational constraints prevent a timely exchange.
• Exchanges will not be available for orders that have been fully consumed.

If you prefer a replacement rather than a refund, please indicate this preference when submitting your refund request as outlined in Section 5.

9. Cancellation Policy

We understand that plans can change. Our cancellation policy is as follows:

9.1 Standard Orders

• Cancellation before preparation begins: If you contact us to cancel your order before our kitchen has begun preparing it, you are entitled to a full refund. Please contact us immediately at [email protected] to request a cancellation.
• Cancellation after preparation has begun: Once our kitchen has started preparing your order, cancellation may not be possible, and a refund will not be issued for the prepared portion. We will do our best to accommodate last-minute cancellation requests on a case-by-case basis.
• Cancellation after dispatch (delivery orders): Orders that have already been dispatched for delivery cannot be cancelled. If you refuse delivery upon arrival, a refund will not be issued.

9.2 Catering and Large Group Orders

• Cancellations made 72 hours or more before the scheduled order time: Full refund.
• Cancellations made 24–72 hours before the scheduled order time: 50% refund of the total order value.
• Cancellations made less than 24 hours before the scheduled order time: No refund will be issued, as ingredients and preparation will already be underway.

9.3 Scheduled/Pre-Orders

For orders scheduled in advance (pre-orders), cancellations must be submitted at least 4 hours before the scheduled pickup or delivery time to qualify for a full refund. Cancellations submitted after this window may be subject to a partial refund at our discretion.

10. Dispute Resolution Process

If you are not satisfied with our decision regarding your refund request, you have the right to escalate the matter. Via 313 is committed to fair and transparent dispute resolution.

10.1 Internal Escalation

If you believe your initial refund request was not handled appropriately, you may request a second review by contacting us again at [email protected] with the subject line "Refund Dispute – [Your Order Number]". Please include all previous correspondence and any additional documentation. A senior member of our team will review your case within 5 business days.

10.2 External Dispute Options

If our internal resolution process does not resolve the matter to your satisfaction, you may pursue the following options:

• Credit Card Chargeback: If you paid by credit or debit card, you may contact your card issuer to dispute the charge. Please be aware that chargeback procedures vary by institution and may take several weeks to resolve.
• Federal Trade Commission (FTC): You may file a complaint with the FTC at ftc.gov if you believe our business practices violate consumer protection laws.
• State Attorney General: Depending on your state of residence, your state's Attorney General office may offer consumer complaint services. California residents may also have rights under the California Consumer Privacy Act (CCPA/CPRA).
• Better Business Bureau (BBB): You may file a complaint through the Better Business Bureau at bbb.org.
• Small Claims Court: You retain the right to pursue resolution through small claims court in your jurisdiction if all other avenues have been exhausted.

11. Fraudulent Claims

Via 313 takes fraudulent refund requests seriously. Customers who repeatedly submit false or exaggerated claims, or who engage in chargeback abuse, may have their accounts suspended or permanently banned from using our services. We reserve the right to report fraudulent activity to relevant authorities and payment processors.

12. Amendments to This Policy

Via 313 reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on this page with a revised effective date. We encourage you to review this policy periodically. Continued use of our website and services after any modifications constitutes your acceptance of the updated policy.

13. Contact Information for Refund Requests

For all refund requests, questions, or concerns related to this policy, please contact us using the information below: