Refund Policy

Effective Date: May 16, 2026 | Last Updated: May 16, 2026

1. Introduction

At Via 313, we are committed to delivering an exceptional dining and ordering experience to every customer. We take great pride in the quality of our food, the freshness of our ingredients, and the care we put into every order. However, we understand that situations may arise where a refund, exchange, or cancellation is necessary.

This Refund Policy explains your rights and our obligations regarding refunds, cancellations, and disputes. Our policy is governed by applicable United States federal and state consumer protection laws, including guidelines set forth by the Federal Trade Commission (FTC) under the FTC Act (15 U.S.C. § 45), as well as state-specific consumer protection statutes where applicable.

If you have any questions about this policy, please contact us directly before placing an order.

2. Contact Information for Refund Requests

All refund inquiries, cancellation requests, and disputes should be directed to our customer support team using the information below:

Our customer support team is available to assist you with any issues related to your order. We strive to respond to all inquiries within 1–2 business days.

3. Eligibility Conditions for Refunds

We want every customer to be satisfied with their Via 313 experience. Refunds may be issued under the following conditions:

• Incorrect Order: You received an item or items that do not match what you ordered.
• Missing Items: One or more items from your order were not included in your delivery or pickup order.
• Food Quality Issues: The food you received was undercooked, spoiled, contaminated, or otherwise unfit for consumption at the time of delivery or pickup.
• Order Not Received: A delivery order was confirmed but never arrived at your designated delivery address.
• Duplicate Charges: You were charged more than once for the same order due to a technical error.
• Authorized Cancellation: An order was successfully cancelled within the eligible cancellation window (see Section 8).

To be eligible for a refund, you must:

1. Submit your refund request within the applicable timeframe outlined in Section 4.
2. Provide proof of purchase, such as an order confirmation number, receipt, or email confirmation.
3. Provide a clear description of the issue, including photos where applicable (especially for food quality or incorrect order claims).

4. Timeframes for Refund Requests

To ensure we can properly investigate and resolve your issue, all refund requests must be submitted within the following timeframes:

5. Non-Refundable Items and Services

Certain items and circumstances are not eligible for a refund. These include:

• Change of Mind: Refunds will not be issued simply because you changed your mind about an order after it has been prepared or delivered.
• Correctly Fulfilled Orders: If your order was prepared and delivered correctly as described on our menu, no refund will be issued.
• Customization Errors Made by the Customer: If you selected incorrect customizations, add-ons, or special instructions at the time of ordering, we are not responsible for the result.
• Delivery Fees: Delivery fees are non-refundable once an order has been dispatched, except in cases where the order was not received due to a fault on our end.
• Promotional or Discounted Items: Items purchased using promotional codes, discounts, or special offers may be subject to modified refund terms as disclosed at the time of the promotion.
• Gift Cards and Digital Vouchers: All gift card and digital voucher sales are final and non-refundable unless required by applicable law.
• Catering Deposits: Non-refundable deposits made for catering orders or events are not eligible for refund after the cancellation window has passed (see Section 8).
• Orders Picked Up and Consumed: Once a pickup order has been accepted by the customer and fully or partially consumed, refunds will not be issued except in cases of documented food safety concerns.

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

To request a refund from Via 313, please follow these steps carefully:

1. Gather Your Information: Locate your order confirmation email or receipt. Note your order number, the date and time of your order, and the specific items or issues you are reporting.
2. Document the Issue: If applicable, take clear photographs of any food quality issues, incorrect items, or damaged packaging. This documentation significantly helps us process your request efficiently.
3. Contact Us: Submit your refund request by emailing us at [email protected] or through the contact form on our website at bbq-via313.digital.
4. Include Required Details: In your refund request, please include:
   • Your full name
   • Order confirmation number
   • Date and time of the order
   • Description of the issue
   • Photographs (if applicable)
   • Your preferred resolution (refund, replacement, or store credit)
5. Await Our Response: Our team will review your request and respond within 1–2 business days. We may follow up with additional questions to verify the issue.
6. Resolution: Once your request is approved, we will notify you of the resolution and initiate the applicable refund, replacement, or credit within the timeframes outlined in Section 7.

7. Refund Processing Times by Payment Method

Once a refund has been approved, the processing time will vary depending on your original payment method. Please review the estimated timeframes below:

8. Cancellation Policy

We understand that plans can change. The following cancellation policy applies to all orders placed through Via 313:

Standard Online and In-App Orders

• Orders may be cancelled for a full refund if the cancellation request is submitted before the order enters the preparation stage.
• Once an order has begun preparation, cancellations will not be accepted, and no refund will be issued.
• To cancel an order, please contact us immediately at [email protected] with your order number and cancellation request.

Catering and Large Group Orders

• Catering orders cancelled 72 hours or more before the scheduled event date are eligible for a full refund of any payments made, excluding non-refundable deposits.
• Catering orders cancelled between 24–72 hours before the scheduled event date are eligible for a 50% refund of the total order amount, excluding the deposit.
• Catering orders cancelled less than 24 hours before the scheduled event date are not eligible for a refund of any amount paid.
• Non-refundable deposits paid at the time of booking are not eligible for refund regardless of when the cancellation occurs.

Orders Placed Through Third-Party Platforms

If you placed your order through a third-party delivery platform such as DoorDash, Uber Eats, or Grubhub, please refer to that platform's cancellation and refund policy directly. Via 313 does not control the cancellation terms administered by third-party services.

9. Partial Refunds

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

• Only a portion of your order was incorrect or missing, while the remainder was delivered accurately.
• A food quality issue affected only one or a few items in a larger order.
• A discount, promotional code, or store credit was applied to the original order, which will be reflected in the proportional refund amount.
• Partial consumption of an order prior to reporting a food quality issue.
• Catering cancellations within the 24–72 hour window as described in Section 8.

The amount of any partial refund will be determined at the sole discretion of Via 313 based on the specifics of each case. We are committed to being fair and reasonable in all refund determinations.

10. Exchange Policy

Due to the perishable nature of food products, Via 313 does not offer traditional item exchanges. However, in cases where an incorrect or unsatisfactory item was delivered, we may offer the following alternatives at our discretion:

• Replacement Item: We may offer to prepare and deliver or provide for pickup the correct item at no additional charge, subject to availability and operational feasibility.
• Store Credit: We may issue store credit equivalent to the value of the affected item, redeemable on a future order through bbq-via313.digital.
• Monetary Refund: A refund to your original payment method may be issued for the affected item as outlined in Section 7.

The resolution offered will depend on the nature of the issue, timing, and operational circumstances. Our team will work with you to find the most appropriate and satisfactory resolution.

11. Dispute Resolution Process

If you are not satisfied with our initial response to your refund request, or if a dispute arises regarding a transaction with Via 313, please follow our formal dispute resolution process:

Step 1: Internal Review Request

Contact our customer support team at [email protected] and request a formal review of your case. Please reference your original refund request and include any additional documentation or information that supports your claim. Our team will escalate your case to a senior team member for a secondary review within 3–5 business days.

Step 2: Written Complaint

If the internal review does not resolve your concern, you may submit a formal written complaint to us via email at [email protected]. Please include the subject line "Formal Dispute — [Your Order Number]" and provide a detailed account of your complaint. We will respond in writing within 7 business days.

Step 3: External Consumer Protection Resources

If your dispute remains unresolved after completing Steps 1 and 2, you have the right to seek assistance from applicable consumer protection agencies, including:

• Federal Trade Commission (FTC): www.ftc.gov — File a complaint regarding unfair or deceptive business practices under the FTC Act.
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov — For disputes involving payment processing or billing issues.
• Your State Attorney General's Office: Contact your state's consumer protection division for assistance with local consumer rights complaints.
• Better Business Bureau (BBB): www.bbb.org — File a complaint or request mediation services.

Step 4: Chargeback Rights

You may also have the right to initiate a chargeback through your credit card issuer or bank under applicable payment network rules. We encourage you to contact us first, as we are committed to resolving disputes directly and amicably before any formal chargeback process is initiated. Please note that fraudulent chargeback requests may be disputed by Via 313 with supporting documentation.

12. Third-Party Delivery Platform Orders

If you placed your order through a third-party delivery platform (such as DoorDash, Uber Eats, Grubhub, or similar services), please be aware that:

• Your refund or dispute must be handled directly through the third-party platform's own customer support and refund policy.
• Via 313 does not have access to payment information processed through third-party platforms.
• Third-party platform refund decisions are not within Via 313's control.
• However, if you believe the issue was caused by an error on our part (such as an incorrect item being packed), please also notify us at [email protected] so we can address the issue internally.

13. Fraud Prevention

Via 313 takes fraud seriously and reserves the right to deny refund requests that appear to be fraudulent, abusive, or made in bad faith. We may decline refund requests from customers who have a pattern of repeated claims without legitimate justification. Suspected fraudulent activity may be reported to relevant authorities.

14. Policy Updates

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

15. 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 Via 313 operates. Consumer rights under the FTC Act and applicable state consumer protection statutes are hereby incorporated by reference.