Refund Policy

At Via 313, customer satisfaction is at the heart of everything we do. We understand that issues can arise with food orders, and we are committed to addressing your concerns fairly and promptly. Please read this Refund Policy carefully to understand your rights, our obligations, and the procedures we follow when processing refund requests.

This policy applies to all orders placed through our website eatvia-313.rest, in-person at our location, or through any authorized third-party delivery platforms associated with Via 313. By placing an order with us, you agree to the terms outlined in this Refund Policy.

1. Eligibility for Refunds

We want every customer to have an outstanding experience with Via 313. Refunds may be issued under the following circumstances:

• Incorrect Order: You received an item that does not match what you ordered (wrong pizza, wrong toppings, wrong size).
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food delivered or picked up was undercooked, spoiled, or otherwise unfit for consumption.
• Significant Delay: Your delivery was significantly delayed beyond the estimated delivery window due to circumstances within our control, and the food quality was compromised as a result.
• Duplicate Charges: You were charged more than once for the same order due to a system or payment processing error.
• Order Not Received: Your order was never delivered, and our records confirm the delivery was not completed.
• Allergic Reactions Due to Incorrect Preparation: If you specified a documented allergy and your food was not prepared accordingly, causing an adverse reaction, please contact us immediately.

To be eligible for a refund, you must contact Via 313 within the timeframes outlined in Section 2 of this policy. Refund requests submitted outside the applicable timeframe may not be honored at our discretion.

2. Timeframes for Refund Requests

Prompt reporting allows us to investigate your concern effectively and provide an appropriate resolution. The following timeframes apply:

We strongly recommend that you inspect your order upon receipt and report any discrepancies as soon as possible. Delays in reporting may limit our ability to verify your claim and may affect refund eligibility.

3. Non-Refundable Items and Situations

While we strive to accommodate all legitimate concerns, certain items and situations are not eligible for refunds:

• Change of Mind: Refunds are not issued simply because you changed your mind about your order after it has been prepared.
• Fully Consumed Orders: If an item has been substantially consumed before a complaint is made, it will not be eligible for a full refund. Partial refunds may be considered on a case-by-case basis.
• Customization Errors by the Customer: If you made an error when customizing your order (wrong toppings selected, incorrect size chosen), and the order was prepared exactly as specified, a refund will not be issued. We encourage you to review your order carefully before submitting.
• Delivery Delays Due to Third-Party Carriers: When orders are placed through third-party delivery platforms (such as DoorDash, UberEats, or Grubhub), delays caused by the delivery partner's driver or routing system may not be covered under this policy. Please refer to the third-party platform's refund policy in those cases.
• Force Majeure Events: Delays or issues caused by circumstances beyond our control, including but not limited to natural disasters, severe weather, power outages, or civil unrest, are not eligible for refunds.
• Promotional or Complimentary Items: Items provided free of charge, as part of a promotion, or as a courtesy are not eligible for refunds.
• Gift Cards and Loyalty Rewards: Gift card purchases and loyalty reward redemptions are non-refundable.

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

To ensure your refund request is processed as quickly as possible, please follow these steps:

1. Gather Your Order Information: Locate your order confirmation number, the date and time of your order, your payment method, and any relevant details about the issue.
2. Document the Issue: If possible, take clear photographs of the incorrect, missing, or unsatisfactory item(s). This documentation helps us investigate your concern more efficiently.
3. Contact Via 313: Reach out to us using one of the following methods:
   • Email: [email protected]
   • Website: eatvia-313.rest
4. Provide Required Information: In your message or call, please include:
   • Your full name
   • Order confirmation number or receipt number
   • Date and time of the order
   • A description of the issue
   • Any photos or supporting documentation
   • Your preferred resolution (refund, replacement, store credit)
5. Await Confirmation: Our customer service team will acknowledge your request within 1–2 business days and may follow up with additional questions.
6. Resolution: Once your request has been reviewed, we will notify you of the outcome and, if approved, initiate the refund or replacement process.

5. Refund Processing Times by Payment Method

Once a refund has been approved by Via 313, the time it takes to appear in your account will depend on your original payment method:

Please be aware that processing times are estimates and may vary depending on your financial institution. Via 313 is not responsible for delays caused by banks or payment processors once the refund has been issued on our end. If you have not received your refund after the estimated timeframe, please contact your bank or card issuer before reaching out to us.

6. Partial Refunds

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

• Only one or a few items in an order were affected by the issue, while the remainder of the order was satisfactory.
• The food item was partially consumed before the issue was reported.
• A delivery was significantly delayed but was ultimately received, and quality was only mildly affected.
• A discount or promotional offer was already applied to the original order.
• The issue resulted in minor inconvenience rather than a complete failure to deliver satisfactory food.

The amount of a partial refund will be determined by Via 313 based on the nature and extent of the issue reported, the cost of the affected items, and any applicable adjustments for discounts or promotions already applied. We will always communicate the refund amount to you before processing.

7. Exchange and Replacement Policy

In many cases, Via 313 prefers to offer a replacement rather than a refund, as this allows us to make things right in the most direct way possible. If your order was incorrect or had a quality issue, we may offer:

• A Replacement Item: We will prepare and deliver or make available for pickup the correct item at no additional charge.
• A Replacement Order: In cases where the entire order was unsatisfactory or not received, we may offer to remake the full order.
• Store Credit: If a replacement is not possible or preferred, we may offer store credit of equal or greater value to be used on a future order at Via 313.

Replacements are subject to availability of ingredients and our operating hours. We will always do our best to accommodate your preference for a replacement versus a refund. Please indicate your preference when submitting your request.

8. Order Cancellation Policy

We understand that plans can change. Below is our cancellation policy for orders placed with Via 313:

8.1 Online and Phone Orders

• Before Preparation Begins: If you cancel your order before our kitchen has begun preparing it, you are eligible for a full refund. Please contact us immediately if you need to cancel.
• After Preparation Has Begun: If your order is already being prepared at the time of your cancellation request, we may not be able to issue a full refund. A partial refund or store credit may be offered at our discretion.
• After the Order Is Out for Delivery: Once your order has been dispatched for delivery, it cannot be cancelled, and no refund will be issued unless the order is not delivered or arrives in an unacceptable condition.

8.2 Catering and Large Group Orders

For catering orders or large group orders (typically 10 or more people), the following cancellation terms apply:

• 72+ hours before the scheduled event: Full refund issued.
• 24–72 hours before the scheduled event: 50% refund issued; the remaining 50% may be applied as store credit.
• Less than 24 hours before the scheduled event: No refund; store credit may be considered on a case-by-case basis.

8.3 Third-Party Platform Orders

If your order was placed through a third-party delivery platform (such as DoorDash, UberEats, or Grubhub), cancellation requests must be made directly through that platform. Via 313 does not have the ability to cancel orders placed through third-party services once they have been accepted. Refund eligibility in those cases is governed by the respective platform's policies.

9. Dispute Resolution Process

We sincerely hope that every concern can be resolved through our standard refund request process. However, if you are not satisfied with the outcome of your refund request, the following dispute resolution steps are available to you:

9.1 Internal Escalation

If you believe your refund request was unfairly denied or that the offered resolution does not adequately address your concern, you may request an escalation to a manager or supervisor at Via 313. Please contact us at [email protected] and include "Escalation Request" in the subject line. We will review your case within 3–5 business days and respond with a final determination.

9.2 Credit Card Chargebacks

As a consumer in the United States, you have the right to dispute a charge with your credit card issuer if you believe a charge was unauthorized or if you did not receive the goods or services paid for. Under the Fair Credit Billing Act (FCBA), credit card holders are generally protected against billing errors. We encourage you to first attempt to resolve disputes directly with Via 313 before initiating a chargeback, as chargebacks can result in delays and additional costs for all parties involved.

9.3 Consumer Protection Resources

If you feel your consumer rights have been violated, you may also file a complaint with the following agencies:

• Federal Trade Commission (FTC): www.ftc.gov — The FTC enforces consumer protection laws and investigates unfair or deceptive business practices under the FTC Act.
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov — For payment and financial-related disputes.
• Better Business Bureau (BBB): www.bbb.org — For general business complaints and mediation.
• State Attorney General's Office: Depending on your state of residence, your state's Attorney General may have a consumer protection division that handles food service and business disputes.

9.4 Governing Law

This Refund Policy is governed by the laws of the United States and, where applicable, the laws of the state in which Via 313 operates. Any disputes arising from this policy shall be subject to the jurisdiction of the courts in the applicable state.

10. Special Circumstances and Accommodations

Via 313 is committed to treating all customers with fairness and respect. We recognize that some situations may require additional flexibility. If you are experiencing a unique circumstance not addressed by this policy — such as a medical situation related to food preparation, a special event that was adversely impacted by an order issue, or any other exceptional scenario — please contact us directly. We will review each case individually and do our best to find a fair resolution.

11. Policy Updates

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

12. Contact Information for Refund Requests

For all refund inquiries, replacement requests, or order concerns, please reach out to Via 313 using the contact information below. Our team is here to help and will respond as promptly as possible during regular business hours.

This Refund Policy was last updated on May 27, 2026, and is effective as of the same date. All refund requests are subject to the terms and conditions described herein and are processed at the sole discretion of Via 313 in accordance with applicable United States consumer protection laws, including but not limited to the Federal Trade Commission Act and applicable state consumer protection statutes.