Refund Policy

At Via 313, we are committed to providing our customers with a satisfying dining and ordering experience. We understand that issues can arise, and this Refund Policy outlines your rights and our procedures regarding refunds, cancellations, and exchanges for orders placed through our website at eatvia-313.click or directly through our establishment. Please read this policy carefully before placing an order.

1. Overview and Scope

This Refund Policy applies to all food orders, catering services, gift cards, and any other purchases made through Via 313, whether placed online via eatvia-313.click, by phone, or in person. By placing an order with Via 313, you acknowledge and agree to the terms set forth in this policy.

As a food service business operating in the United States, Via 313 complies with all applicable federal and state consumer protection regulations, including guidelines established by the Federal Trade Commission (FTC) under the FTC Act (15 U.S.C. § 45), which prohibits unfair or deceptive acts or practices in commerce. We are committed to fair and transparent business practices in all of our customer transactions.

2. Eligibility Conditions for Refunds

We want every customer to be completely satisfied with their order. Refunds may be issued under the following circumstances:

• Incorrect Order: You received an item that is different from what you ordered.
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food you received was undercooked, spoiled, or otherwise unfit for consumption.
• Allergic Reaction or Undisclosed Ingredients: You experienced a reaction due to ingredients not disclosed on the menu or included contrary to your stated dietary restrictions at the time of order.
• Duplicate Charges: Your payment method was charged more than once for the same order.
• Order Not Received: Your delivery order was never received and cannot be confirmed as delivered.
• Technical Errors: A technical error on our website or ordering system resulted in an incorrect charge or unintended order.

To be eligible for a refund, the issue must be reported to us within the timeframes specified in Section 3 of this policy. Refund requests submitted outside these timeframes may not be honored except at the sole discretion of Via 313 management.

3. Timeframes for Refund Requests

Timely reporting is essential for us to investigate and resolve your concern. The following timeframes apply to all refund requests:

We strongly encourage customers to inspect their orders upon receipt and to contact us immediately if any issue is identified. Delayed reporting may make it difficult for us to verify claims and process refunds accordingly.

4. Non-Refundable Items and Services

Certain items and services are not eligible for refunds. Please review the following non-refundable categories carefully:

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

To ensure a smooth and efficient refund process, please follow these steps:

1. Step 1 — Document the Issue: Take clear photographs or videos of the incorrect, missing, or unsatisfactory item(s). This documentation will help us process your request more quickly.
2. Step 2 — Contact Us Promptly: Reach out to Via 313 within the applicable timeframe listed in Section 3. You may contact us via:
   • Email: [email protected]
   • Website: eatvia-313.click
3. Step 3 — Provide Required Information: When contacting us, please include the following details:
   • Full name used for the order
   • Order number or confirmation number
   • Date and time of the order
   • Contact phone number or email address
   • A clear description of the issue
   • Supporting photos or documentation (if applicable)
   • Your preferred refund method
4. Step 4 — Review and Investigation: Our customer service team will review your request and may follow up with additional questions. We aim to acknowledge all refund requests within 1 to 2 business days.
5. Step 5 — Decision and Resolution: Once our investigation is complete, we will notify you of our decision via email or phone. If your refund is approved, we will initiate the process according to the timelines in Section 7.

6. Cancellation Policy

We understand that plans change. The following cancellation terms apply to orders placed with Via 313:

6.1 Standard Food Orders

Standard pickup and delivery food orders may be cancelled within 5 minutes of placing the order, provided that preparation has not yet begun. Once food preparation has commenced, cancellations may not be accepted, and no refund will be issued. To cancel, please call or email us immediately after placing your order.

6.2 Catering and Large Group Orders

For catering or large group orders, the following cancellation schedule applies:

6.3 Online Order Cancellations

If you placed an order through our website at eatvia-313.click and wish to cancel, please contact us at [email protected] immediately. Cancellations are only possible before the order enters the preparation stage. We cannot guarantee cancellation after confirmation, but we will make every effort to accommodate your request.

7. Refund Processing Times by Payment Method

Once a refund has been approved by Via 313, please allow the following processing times depending on your original payment method:

Please note that while Via 313 processes refunds promptly on our end, the actual time for funds to appear in your account may vary depending on your financial institution. Via 313 is not responsible for delays caused by banks or payment processors.

8. Partial Refunds

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

• Only some items in the order were incorrect, missing, or unsatisfactory
• The food quality issue affected only a portion of the order
• The order was partially consumed before the issue was discovered
• A discount, coupon, or promotional code was applied to the original order
• The catering order was partially fulfilled or partially cancelled

The amount of a partial refund will be determined at the sole discretion of Via 313 management based on the specific circumstances of each case. We will communicate the refund amount to you before processing.

9. Exchange Policy

In many cases, Via 313 may offer to replace an incorrect or unsatisfactory item rather than issue a monetary refund. This replacement option may be offered as an alternative to a cash or credit refund, particularly for in-store or pickup orders where a swift resolution is possible.

If you prefer a replacement over a refund, please indicate this preference when contacting us. Replacements are subject to product availability. If the requested replacement item is unavailable, we will process a refund in accordance with this policy.

For online orders, a replacement may be arranged for your next visit or scheduled pickup. Exchange requests must be made within the same timeframes as refund requests outlined in Section 3.

10. Dispute Resolution

We are committed to resolving all refund-related concerns amicably and efficiently. If you are not satisfied with our initial response to your refund request, we encourage the following escalation process:

10.1 Internal Escalation

If your refund request was denied or if you believe the resolution offered was inadequate, you may request a review by a Via 313 manager. Please send your escalation request to [email protected] with the subject line "Refund Escalation Request" and include your original order information and any previous correspondence. A manager will review your case within 3 business days and respond with a final determination.

10.2 Chargeback Rights

Under the Fair Credit Billing Act (FCBA) and applicable credit card network rules, you may have the right to dispute a charge with your credit card issuer if you believe it was unauthorized or if you did not receive the goods or services paid for. We encourage customers to first attempt to resolve disputes directly with Via 313 before initiating a chargeback, as chargebacks can result in additional fees and account complications. However, we fully respect and acknowledge your right to pursue this avenue if internal resolution is unsuccessful.

10.3 Consumer Protection Agencies

If you believe that Via 313 has engaged in unfair or deceptive trade practices, you may file a complaint with the following regulatory bodies:

• Federal Trade Commission (FTC): www.ftc.gov or 1-877-FTC-HELP
• Your State Attorney General's Office
• Better Business Bureau (BBB): www.bbb.org

10.4 Informal Mediation

For catering or large-order disputes involving significant amounts, both parties may agree to resolve the matter through informal mediation before pursuing any legal remedies. Via 313 is willing to participate in good-faith mediation efforts to reach a fair resolution.

11. Third-Party Delivery Platform Orders

If your order was placed through a third-party delivery platform (such as DoorDash, Uber Eats, Grubhub, or similar services), please note that the refund process may differ. In these cases:

• You may need to contact the third-party platform directly to initiate a refund, as they control the transaction on their end.
• Via 313 will cooperate with third-party platform investigations and provide order details as needed.
• The refund timeline and eligibility criteria may be governed by the third-party platform's own policies.
• Via 313 is not responsible for the policies or practices of third-party delivery platforms.

We recommend reviewing the refund policy of the specific platform you used to place your order for detailed guidance.

12. Policy Modifications

Via 313 reserves the right to modify, update, or change this Refund Policy at any time without prior notice. Changes will be effective immediately upon posting to our website at eatvia-313.click. The "Last Updated" date at the top of this page will reflect any revisions. Continued use of our services after any changes constitutes your acceptance of the updated policy. We encourage you to review this page periodically to stay informed of any changes.

13. Contact Information

For all refund requests, cancellations, exchanges, or general inquiries related to this policy, please contact Via 313 using the following information:

Our customer support team is available to assist you. We aim to respond to all inquiries within 1 to 2 business days. When contacting us about a refund, please have your order number, contact information, and a description of your concern ready to help us assist you as efficiently as possible.