Refund Policy

At Via 313, we are committed to delivering an exceptional dining experience and ensuring every customer is satisfied with their order. We understand that issues can occasionally arise, and this Refund Policy outlines the procedures and conditions under which refunds, exchanges, and cancellations are handled. Please read this policy carefully before placing an order through our website at via313-pizza.rest or through any of our participating locations.

This policy applies to all orders placed online, by phone, or in person at Via 313. By placing an order with us, you agree to the terms outlined in this Refund Policy.

1. Our Commitment to Customer Satisfaction

Via 313 takes great pride in the quality of our food, ingredients, and service. We use fresh, high-quality ingredients and prepare each order with care. However, we recognize that mistakes happen, and we want to make things right when they do. Our goal is to resolve any concerns fairly, promptly, and professionally.

If you are dissatisfied with your order for any reason, we encourage you to contact us as soon as possible so we can work toward an appropriate resolution. Our customer service team is available to assist you through the contact information provided at the bottom of this policy.

2. Eligibility Conditions for Refunds

A refund request may be considered eligible under the following circumstances:

• Incorrect Order: You received an item that is different from what you ordered (e.g., wrong pizza toppings, wrong size, wrong menu item).
• 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 did not meet reasonable quality standards at the time of receipt.
• Allergic Reactions Due to Error: If you disclosed a food allergy at the time of ordering and we failed to accommodate it, resulting in an allergic reaction.
• Order Not Delivered: Your delivery order was never received, and our records confirm no successful delivery was made.
• Duplicate Charges: You were charged more than once for the same order due to a technical or processing error.
• Significant Delay: Your delivery was delayed significantly beyond the estimated time, and you did not receive advance notice or the food arrived in an unacceptable condition as a result.

Refunds are evaluated on a case-by-case basis. Via 313 reserves the right to verify the nature of any complaint before issuing a refund.

3. Non-Refundable Items and Situations

The following items and circumstances are generally not eligible for refunds:

• Change of Mind: Refunds will not be issued simply because you changed your mind about an order after it has been prepared or delivered.
• Customization Errors Made by the Customer: If you made an error when customizing your order (e.g., selected wrong toppings through the online ordering system), the resulting product is not eligible for a refund, though we will make every effort to accommodate corrections if reported before preparation begins.
• Consumed Items: Refunds will generally not be issued for food items that have been substantially consumed before a complaint is made.
• Third-Party Delivery Errors: If your order was placed through a third-party delivery platform (such as DoorDash, Uber Eats, or Grubhub), refund and cancellation requests must be directed to that platform. Via 313 is not responsible for errors or delays that occur through third-party services.
• Promotional or Discounted Items: Items purchased using promotional discounts, coupons, or special offers may have limited refund eligibility at our discretion.
• Catering Deposits: Deposits made for catering orders are non-refundable once the preparation process has begun, as outlined in Section 8 of this policy.

4. Timeframes for Refund Requests

To be considered for a refund, you must contact Via 313 within the following timeframes:

Requests submitted outside of these timeframes may not be eligible for a refund. We strongly encourage customers to inspect their orders upon receipt and contact us promptly if any issues are identified.

5. How to Request a Refund – Step by Step

Follow these steps to submit a refund request with Via 313:

1. Step 1 – Gather Your Information: Before contacting us, have the following ready: your order number or confirmation email, the date and time of your order, the specific issue you experienced, and any supporting evidence such as photos of the incorrect or unsatisfactory item.
2. Step 2 – Contact Us: Reach out to our customer service team using one of the methods listed in the Contact Information section below. Email is preferred for documentation purposes.
3. Step 3 – Describe the Issue: Clearly explain the nature of your complaint. Include as much detail as possible. If you have photos, attach them to your email or be prepared to share them if requested.
4. Step 4 – Review and Verification: Our team will review your request and may follow up with additional questions. We aim to respond to all refund inquiries within 1 to 2 business days.
5. Step 5 – Resolution: Once your request has been reviewed and approved, we will notify you of the resolution. This may include a full refund, a partial refund, a store credit, or a replacement item, depending on the nature of the issue.
6. Step 6 – Refund Processed: If a refund is approved, it will be processed to your original payment method within the timeframe specified in Section 6 of this policy.

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 Via 313 processes refunds promptly, the exact timing of when funds appear in your account may be influenced by your financial institution's processing times, which are outside of our control.

7. Partial Refunds

In some cases, a partial refund may be issued instead of a full refund. Partial refunds may apply when:

• Only one or a few items in a multi-item order are affected by an error or quality issue.
• The food was partially consumed before a quality concern was identified.
• A portion of the order was incorrect, but the remaining items were prepared and delivered correctly.
• A delivery fee or service charge is retained because delivery services were rendered as expected, even if a food item requires a refund.
• A discount or promotional credit was applied to the original order, and only the net amount paid for the affected item is refundable.

The amount of a partial refund will be determined by Via 313 based on the specific circumstances of each case. We are committed to being fair and transparent in our decisions.

8. Cancellation Policy

We understand plans can change. Please review the following cancellation guidelines:

8.1 Standard Orders

Orders may be cancelled without penalty if the cancellation is requested before the order has entered the preparation stage. Once our kitchen has begun preparing your order, cancellation may not be possible, and a refund may not be issued.

• Online orders may be cancelled by calling us directly or emailing us immediately after placing the order.
• If a cancellation is received before preparation begins, a full refund will be issued.
• If a cancellation is received after preparation has begun, Via 313 reserves the right to offer a partial refund or store credit at its discretion.

8.2 Catering and Large Group Orders

For catering orders and large group reservations, the following cancellation policy applies:

• More than 72 hours before the event: Full refund of any deposit paid.
• 48 to 72 hours before the event: 50% of the deposit will be refunded.
• Less than 48 hours before the event: No refund of the deposit. The full balance may still be owed depending on the stage of preparation.

All catering cancellation requests must be submitted in writing via email to [email protected].

9. Exchange Policy

Via 313 does not offer direct exchanges in the traditional retail sense, as our products are freshly prepared food items. However, in cases where an order is incorrect or does not meet our quality standards, we may offer the following alternatives:

• Replacement Item: We may offer to prepare and deliver or make available for pickup a corrected replacement item at no additional charge.
• Store Credit: If a replacement is not practical, we may issue a store credit equivalent to the value of the affected item, which can be applied to a future order.
• Monetary Refund: When applicable and approved, a monetary refund will be issued to the original payment method.

The most appropriate resolution will be determined by our team in consultation with the customer, based on the specific circumstances of the complaint.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Via 313 has a formal dispute resolution process to ensure a fair review.

10.1 Internal Escalation

If you believe your refund request was not handled correctly, you may escalate the matter by requesting a review by a senior manager. Please contact us by email at [email protected] with the subject line "Refund Dispute – Escalation Request" and include your original complaint details and any additional information.

10.2 Good Faith Negotiation

We are committed to resolving disputes in good faith. We will engage with you directly and make every reasonable effort to reach a mutually agreeable resolution within 5 to 10 business days of receiving your escalation request.

10.3 Credit Card Chargebacks

If you believe you have been unfairly charged and have been unable to resolve the matter through our internal process, you have the right to contact your credit card issuer or bank to dispute the charge. We encourage customers to exhaust our internal resolution process before initiating a chargeback, as chargebacks may result in a delay in resolution and may affect your ability to place future orders with Via 313.

10.4 Consumer Protection Rights

As a customer in the United States, you may also have rights under applicable consumer protection laws, including the Federal Trade Commission Act (FTC Act), which protects consumers against unfair or deceptive business practices. If you are a California resident, you may also have rights under the California Consumer Privacy Act (CCPA/CPRA). We respect and comply with all applicable federal and state consumer protection regulations.

10.5 Governing Law

This Refund Policy shall be governed by and construed in accordance with the laws of the United States and the applicable laws of the state in which the Via 313 location involved in the transaction is located. Any unresolved disputes shall be subject to the exclusive jurisdiction of the courts of competent jurisdiction in that state.

11. Tips for a Smooth Refund Experience

12. Changes to This Refund Policy

Via 313 reserves the right to update or modify this Refund Policy at any time. Any changes will be effective immediately upon posting to our website at via313-pizza.rest. The updated policy will reflect the new effective date at the top of the page. We encourage customers to review this policy periodically to stay informed of any changes.

Your continued use of our services following the posting of any changes to this policy constitutes your acceptance of those changes.

13. Contact Information for Refund Requests

To submit a refund request or to speak with our customer service team regarding a refund, cancellation, or related concern, please contact us using the following information:

Our customer service team is available during regular business hours. We strive to respond to all inquiries within 1 to 2 business days. For the fastest resolution, email communication is recommended, as it allows us to maintain a clear record of your request and our responses.