Refund Policy

At Via 313, we are committed to providing our customers with high-quality food and an exceptional dining experience. We understand that situations may arise where a refund or exchange is necessary, and we have established this Refund Policy to ensure a fair and transparent process for all parties. Please read this policy carefully before placing an order or making a purchase through our website at new-via313.top or at any of our physical locations.

This policy is governed by applicable United States federal and state consumer protection laws, including guidelines set forth by the Federal Trade Commission (FTC) Act. By placing an order or making a purchase with Via 313, you agree to the terms outlined in this Refund Policy.

1. General Refund Philosophy

Via 313 takes pride in the quality of every item we prepare and serve. Our goal is your complete satisfaction with every order. If for any reason you are not satisfied with your purchase, we encourage you to contact us promptly so that we can work toward a resolution that meets your needs. We evaluate all refund requests on a case-by-case basis with fairness and customer satisfaction as our guiding principles.

Please note that due to the perishable nature of food products, refund eligibility is subject to specific conditions and timeframes as described in this policy. We appreciate your understanding and cooperation in this regard.

2. Eligibility Conditions for Refunds

To be eligible for a refund, your request must meet one or more of the following conditions:

• You received an incorrect item that does not match your order confirmation.
• The food item received was of poor quality, spoiled, or otherwise unfit for consumption at the time of delivery or pickup.
• Your order was significantly delayed beyond the estimated delivery or pickup time and the food was no longer suitable for consumption as a result.
• You were charged an incorrect amount for your order due to a billing error on our part.
• Your order was never delivered or made available for pickup, despite confirmation of placement and payment.
• A technical error on our website or ordering platform resulted in a duplicate charge or incorrect order processing.

3. Timeframes for Refund Requests

To ensure a proper investigation and resolution of your refund request, the following timeframes apply:

Refund requests submitted outside of these timeframes may not be honored. We strongly encourage customers to inspect their orders upon receipt and contact us immediately if any issues are identified.

4. Non-Refundable Items and Services

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

• Orders that have been fully consumed or substantially consumed before a complaint is raised.
• Dissatisfaction based solely on personal taste preferences, dietary restrictions not communicated at the time of ordering, or subjective opinions about portion sizes that meet our standard offerings.
• Promotional items, complimentary add-ons, or items received as part of a special offer or discount promotion.
• Delivery fees, service fees, and gratuities, except in cases where non-delivery is confirmed.
• Orders where the customer provided an incorrect delivery address and the order was delivered to the specified address.
• Orders where the customer was unavailable to receive the delivery after multiple contact attempts were made by our delivery team.
• Gift cards and store credit once issued.
• Custom or specially prepared catering orders where cancellation occurred within 24 hours of the scheduled event.

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

To initiate a refund request, please follow the steps outlined below:

1. Step 1 – Contact Us Promptly: Reach out to our customer support team as soon as possible within the applicable timeframe. You can contact us via email at [email protected] or through the contact form available on our website at new-via313.top.
2. Step 2 – Provide Order Details: Include the following information in your refund request: your full name, contact information, order number or confirmation code, date and time of the order, the item(s) in question, and a clear description of the issue you experienced.
3. Step 3 – Submit Supporting Evidence: Where applicable, attach photographs or screenshots that support your claim. This may include images of incorrect items, poor-quality food, or billing statements showing a duplicate charge.
4. Step 4 – Review and Acknowledgment: Our customer service team will acknowledge receipt of your refund request within 1–2 business days and begin reviewing your case.
5. Step 5 – Resolution Decision: After reviewing all submitted information and conducting an internal investigation if necessary, we will notify you of our decision within 3–5 business days of receiving your complete request.
6. Step 6 – Refund Issuance: If your refund is approved, we will process it according to the applicable payment method timeframes outlined 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 your funds depends on your original payment method:

Please note that while we process refunds promptly on our end, the time for funds to appear in your account may vary depending on your financial institution. Via 313 is not responsible for delays caused by third-party payment processors or banking institutions.

7. Partial Refunds

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

• Only a portion of your order was incorrect, missing, or unsatisfactory, while the remainder was delivered as expected.
• The food item received had a minor quality issue that did not render the entire order unacceptable.
• A catering order was partially completed or partially consumed before an issue was identified.
• A discount, promotional offer, or coupon was applied to the original order, and the refund amount will reflect the actual amount paid for the affected items.

The amount of a partial refund will be determined at the sole discretion of Via 313 based on the specific circumstances of the request and the evidence provided. We will communicate the partial refund amount to you before processing it, and you will have the opportunity to discuss the decision with our team.

8. Exchange Policy

Via 313 may offer exchanges in place of refunds in appropriate circumstances. If you received an incorrect food item and are able to visit one of our locations, we may offer to replace the item at no additional charge, subject to availability and the following conditions:

• The request for an exchange is made within 2 hours of receiving the original order.
• The item to be exchanged has not been consumed or substantially consumed.
• The replacement item is available at the time of your visit or next delivery.
• Exchanges are limited to items of equal or lesser value. If a replacement item of greater value is requested, the difference in price must be paid by the customer.

Exchanges are not available for orders placed through third-party delivery platforms. In such cases, we encourage you to contact the respective platform for resolution options.

9. Cancellation Policy

We understand that plans can change. Our cancellation policy is designed to be as flexible as possible while accounting for the preparation time required for food orders.

9.1 Standard Orders

• Cancellation within 5 minutes of placing the order: Full refund will be issued if food preparation has not yet begun.
• Cancellation after 5 minutes but before preparation is complete: A partial refund may be issued at Via 313's discretion, accounting for any preparation costs already incurred.
• Cancellation after preparation has begun or is complete: No refund will be issued for standard orders once food preparation is underway.

9.2 Catering and Advance Orders

• Cancellation more than 72 hours before the scheduled event or pickup time: Full refund issued.
• Cancellation between 48 and 72 hours before the scheduled event or pickup time: 50% refund issued; the remaining 50% will be retained to cover preparation costs.
• Cancellation less than 48 hours before the scheduled event or pickup time: No refund will be issued as ingredients and labor costs will have been committed.

To cancel an order, please contact us immediately at [email protected] or through the website at new-via313.top. Cancellation requests must be received and confirmed by our team to be valid.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request or believe that your concern has not been adequately addressed, you have the following options for dispute resolution:

10.1 Internal Escalation

You may request that your case be escalated to a senior member of our customer service team or management. To escalate your dispute, please send an email to [email protected] with the subject line "Refund Dispute Escalation" and include your original case or reference number, a summary of the issue, and the resolution you are seeking. Our management team will review your escalated case within 5 business days and provide a final response.

10.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute a charge with your credit card company or bank (commonly known as a chargeback) if you believe you were charged incorrectly or did not receive the product or service paid for. We encourage customers to first attempt to resolve disputes directly with Via 313 before initiating a chargeback, as we are committed to reaching fair resolutions. However, we fully respect your rights under applicable federal and state consumer protection laws, including protections provided by the Fair Credit Billing Act (FCBA) for credit card transactions.

10.3 Federal Trade Commission (FTC)

If you believe that Via 313 has engaged in unfair or deceptive business practices, you may file a complaint with the Federal Trade Commission (FTC) at ftc.gov/complaint. The FTC Act prohibits unfair or deceptive acts or practices in commerce, and we are committed to full compliance with all applicable FTC regulations and guidelines.

10.4 State Consumer Protection Agencies

Depending on the state in which you reside or where the transaction took place, you may also have the right to file a complaint with your state's consumer protection office or attorney general's office. We encourage customers to consult the appropriate state authority if they feel their consumer rights have been violated.

11. Special Circumstances and Force Majeure

In the event of extraordinary circumstances beyond our control, such as natural disasters, severe weather events, public health emergencies, government-mandated closures, or other force majeure events, Via 313 reserves the right to modify or suspend its standard refund and cancellation policies temporarily. In such cases, we will make every reasonable effort to communicate changes to affected customers promptly and will work to reach equitable solutions on a case-by-case basis.

12. Amendments to This Policy

Via 313 reserves the right to update, modify, or amend this Refund Policy at any time at our sole discretion. Any changes to this policy will be posted on our website at new-via313.top with an updated effective date. We encourage you to review this policy periodically to stay informed of any changes. Your continued use of our services following the posting of any changes constitutes your acceptance of the revised policy.

13. Contact Information for Refund Requests

For all refund requests, questions about this policy, or any other customer service concerns, please contact Via 313 using the information below. Our customer service team is available to assist you and is committed to responding to all inquiries in a timely and professional manner.

When contacting us regarding a refund, please have your order confirmation number, the email address used to place the order, and any supporting documentation ready to help us process your request as efficiently as possible.

This Refund Policy was last updated on July 24, 2026, and is effective as of the same date. All rights reserved © 2026 Via 313.