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 your rights, our obligations, and the procedures for requesting refunds, cancellations, or exchanges. Please read this policy carefully before placing an order through our website at via313-pizz.digital.

1. General Overview

Via 313 operates as a food service business in the United States and is committed to upholding fair consumer practices in accordance with the Federal Trade Commission (FTC) Act and applicable state consumer protection laws. This policy applies to all orders placed online through via313-pizz.digital, via phone, or through any authorized third-party platform associated with Via 313.

Because we deal in perishable food products, our refund and return policy differs from standard retail businesses. However, we take quality, accuracy, and customer satisfaction seriously and will work with you in good faith to resolve any issues that arise with your order.

2. Eligibility for Refunds

You may be eligible for a full or partial refund under the following circumstances:

• ✓ Your order was not delivered within a reasonable timeframe and was confirmed as lost or undelivered.
• ✓ You received an incorrect item that does not match what you ordered.
• ✓ A significant portion of your order was missing upon delivery or pickup.
• ✓ The food you received was in an unacceptable condition (e.g., spoiled, severely undercooked, or not as described).
• ✓ You were charged twice or experienced a duplicate billing error.
• ✓ Your order was cancelled by Via 313 due to operational constraints, ingredient unavailability, or technical errors.
• ✓ You were charged for an item that was listed as unavailable or out of stock at the time of ordering.

Refund eligibility is determined on a case-by-case basis. Via 313 reserves the right to request supporting evidence such as photographs of the received order, order confirmation numbers, or descriptions of the issue before processing a refund.

3. Non-Refundable Items and Situations

The following circumstances are generally not eligible for a refund:

• ✗ Change of mind after an order has been confirmed and prepared.
• ✗ Dissatisfaction based solely on personal taste preferences when the item was correctly prepared as described.
• ✗ Orders that have already been consumed in full without a reported issue.
• ✗ Refund requests made beyond the eligible timeframe (see Section 4).
• ✗ Promotional, discounted, or complimentary items received as part of a deal or offer.
• ✗ Delivery delays caused by third-party delivery services, severe weather, traffic conditions, or other circumstances beyond Via 313's direct control.
• ✗ Custom orders with specific modifications made at the customer's request, unless an error was made by Via 313.
• ✗ Catering deposits for confirmed events that are cancelled by the customer within 48 hours of the scheduled event date.

4. Timeframes for Refund Requests

Due to the perishable nature of food products, refund requests must be submitted promptly. The following timeframes apply:

Requests submitted outside of these windows may not be honored. If you believe you have a valid reason for a late submission, please contact us and we will review your case at our discretion.

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

To submit a refund request, please follow the steps below:

1. Step 1 – Gather Your Information: Locate your order confirmation email or receipt. Note your order number, the date and time of the order, the items you purchased, and the nature of the issue.
2. Step 2 – Document the Issue: If the issue relates to food quality, incorrect items, or missing items, take clear photographs of the food or packaging as received. This documentation helps expedite the review process.
3. Step 3 – Contact Via 313: Reach out to our customer service team using one of the following methods:
   • Email: [email protected]
   • Website: via313-pizz.digital
4. Step 4 – Submit Your Request: Provide the following details in your message:
   • Your full name
   • Order number and date
   • Description of the issue
   • Photographic evidence (if applicable)
   • Your preferred resolution (refund, replacement, or store credit)
5. Step 5 – Await Confirmation: Our team will acknowledge your request within 1–2 business days and may follow up with additional questions if needed.
6. Step 6 – Resolution: Once your request is reviewed and approved, we will notify you of the resolution and initiate the appropriate refund, replacement, or credit.

6. Refund Processing Times by Payment Method

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

7. Partial Refunds

In certain situations, a partial refund may be issued rather than a full refund. These situations include:

• Only a portion of your order was incorrect, missing, or unsatisfactory — the refund will apply only to those specific items.
• An order was partially consumed before the issue was identified.
• The issue reported was minor and does not justify a full refund but warrants some form of compensation.
• A promotional discount was applied to the original order; the refund will be calculated based on the actual amount paid.
• Delivery fees are generally non-refundable unless the order was never delivered due to Via 313's error.

The amount of a partial refund is determined at the sole discretion of Via 313 after reviewing the circumstances of the complaint. We strive to be fair and transparent in all refund decisions.

8. Exchange Policy

Because Via 313 serves freshly prepared food, traditional exchanges (returning one physical product for another) are not applicable in the same way as retail goods. However, we do offer the following remedies in lieu of a monetary refund where appropriate:

• Order Replacement: If an incorrect item was received, we will prepare and deliver the correct item at no additional charge, subject to availability and operational capacity at the time of the request.
• Store Credit: Customers may receive store credit in the form of a discount code or account credit that can be applied to a future order at via313-pizz.digital.
• Complimentary Items: In some cases, Via 313 may offer complimentary items or add-ons on a future visit as a gesture of goodwill.

Customers who prefer a monetary refund over a replacement or store credit should indicate this clearly in their refund request. We will do our best to accommodate your preferred resolution where eligible.

9. Cancellation Policy

9.1 Standard Orders

Once an order is placed and confirmed at via313-pizz.digital or through our ordering system, our kitchen team begins preparation almost immediately. For this reason, cancellations must be requested within 5 minutes of placing the order to be eligible for a full refund. Cancellation requests submitted after food preparation has begun will not qualify for a monetary refund, though store credit may be offered at our discretion.

9.2 Scheduled and Advance Orders

If you have placed a scheduled or advance order (an order to be fulfilled at a future date or time), you may cancel the order up to 2 hours before the scheduled fulfillment time for a full refund. Cancellations made less than 2 hours before the scheduled time may be subject to a partial refund or store credit only.

9.3 Catering Orders

For catering or large group orders, the following cancellation terms apply:

• More than 72 hours before the event: Full refund of any deposit or prepayment.
• 24–72 hours before the event: 50% refund of the deposit; the remainder will be issued as store credit.
• Less than 24 hours before the event: No monetary refund. Store credit may be offered at Via 313's discretion.

If Via 313 cancels a catering order due to circumstances on our end, you will receive a full refund of all amounts paid.

10. Orders Placed Through Third-Party Platforms

If your order was placed through a third-party delivery platform (such as DoorDash, Uber Eats, Grubhub, or similar services), please note that Via 313's refund policy may be subject to the refund policies of those platforms. We encourage you to first contact the third-party platform's customer support for issues related to delivery, missing items, or order quality. Via 313 will cooperate with third-party platforms in resolving legitimate complaints but cannot guarantee refunds for orders placed outside of our direct ordering channels.

11. Dispute Resolution Process

If you are dissatisfied with our initial response to a refund request, you have the right to escalate the matter through the following process:

1. Internal Escalation: Contact our management team directly via email at [email protected] with the subject line "Refund Dispute – [Your Order Number]." Please include all relevant documentation and a clear explanation of why you believe the initial decision was incorrect.
2. Management Review: A senior member of our team will review the dispute within 3–5 business days and provide a written response with a final decision.
3. Chargeback Rights: If you believe you have been wrongly charged and Via 313 has not resolved your complaint satisfactorily, you have the right to contact your bank or credit card issuer to initiate a chargeback process. We encourage customers to exhaust our internal resolution process before taking this step.
4. Consumer Protection Agencies: U.S. customers may also file a complaint with the Federal Trade Commission (FTC) at ftc.gov/complaint or their state's consumer protection office if they believe their consumer rights have been violated.

Via 313 is committed to resolving all disputes fairly and in a timely manner. We value our customers and aim to reach a mutually agreeable resolution whenever possible.

12. Consumer Rights Under Applicable Law

As a food business operating in the United States, Via 313 acknowledges and respects your rights under applicable federal and state consumer protection laws, including but not limited to:

• The Federal Trade Commission (FTC) Act, which prohibits unfair or deceptive acts or practices in commerce.
• State-specific consumer protection statutes applicable to the state in which the transaction takes place.
• The Truth in Advertising standards that require all representations about our products to be accurate and not misleading.

Nothing in this Refund Policy is intended to limit or override any rights you may have under applicable law. If any provision of this policy conflicts with applicable law, the applicable law will govern.

13. Policy Updates

Via 313 reserves the right to update or modify this Refund Policy at any time without prior notice. Changes will become effective immediately upon being posted to via313-pizz.digital. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage customers to review this policy periodically. Continued use of our services after any changes constitutes your acceptance of the updated policy.

14. Contact Information for Refund Requests

For all refund requests, inquiries, or concerns related to this policy, please contact us using the details below. Our team is available to assist you during regular business hours.