Refund Policy

At Via 313, we are committed to delivering an exceptional dining experience with every order. We understand that sometimes things do not go as expected, and we want to make sure our customers are treated fairly. Please read this Refund Policy carefully to understand your rights and our obligations when it comes to refunds, cancellations, and order disputes.

This policy applies to all orders placed through our website at 313viapizza.click, by phone, or through any third-party delivery platform that partners with 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 and service. Every pizza and menu item we prepare is made with care using fresh, quality ingredients. However, we recognize that mistakes can happen — whether it is an incorrect order, a missing item, or a quality concern. In those cases, we will do everything we can to make it right.

Our refund policy is designed to be fair and transparent, in compliance with applicable United States consumer protection laws, including guidelines established by the Federal Trade Commission (FTC) under the FTC Act, and relevant state consumer protection statutes.

2. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund if any of the following conditions are met:

• ✅ You received an incorrect item or order that does not match what you placed.
• ✅ A menu item was missing from your order upon delivery or pickup.
• ✅ The food received was of significantly poor quality (e.g., undercooked, foreign object found, spoiled).
• ✅ Your order was never delivered and confirmed as lost by our team or the delivery provider.
• ✅ You were charged multiple times for the same order due to a payment processing error.
• ✅ Your order was canceled by Via 313 or our delivery partner before fulfillment.

Refund requests are evaluated on a case-by-case basis. Via 313 reserves the right to request supporting evidence (such as photos of the incorrect or damaged item) before processing a refund.

2.1 Conditions That May Disqualify a Refund

Refunds will generally not be issued under the following circumstances:

• You simply changed your mind after the order was prepared or delivered.
• You ordered the wrong item by mistake and the order was prepared as requested.
• You experienced a delay in delivery caused by factors outside our control (traffic, weather, third-party courier issues) but the food was still delivered.
• You consumed more than half of the order before reporting a complaint.
• The complaint is based solely on personal taste preferences rather than an objective quality or accuracy issue.
• The refund request is made beyond the eligible timeframe outlined in this policy.

3. Timeframes for Refund Requests

To ensure a fair and timely resolution, all refund requests must be submitted within the following timeframes:

Requests submitted after these deadlines may not be eligible for a refund. We encourage you to inspect your order promptly upon receipt.

4. Non-Refundable Items and Services

The following are generally considered non-refundable:

• Delivery fees: Unless the order was never delivered through our fault, delivery fees are non-refundable.
• Service fees and platform surcharges: Third-party fees charged by delivery platforms are subject to those platforms' own refund policies and are outside our control.
• Promotional or discounted items: Items purchased using promotional codes or offered at a discount may be excluded from standard refund eligibility at our discretion.
• Gift cards and store credits: These are non-refundable once issued or redeemed.
• Catering deposits: Non-refundable once confirmed, unless Via 313 cancels the event.
• Completed and consumed orders: Orders that were fully consumed with no valid quality or accuracy complaint are not eligible for a refund.

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

If you believe you are eligible for a refund, follow these steps to submit your request:

1. Step 1 — Gather Your Order Information: Have your order confirmation number, date of purchase, items ordered, and the payment method used ready before contacting us.
2. Step 2 — Document the Issue: If applicable, take clear photos of the incorrect, missing, or substandard food item(s). This helps us process your claim quickly and accurately.
3. Step 3 — Contact Via 313: Reach out to our customer support team using one of the following methods:
   • 📧 Email: [email protected]
   • 🌐 Website: 313viapizza.click
4. Step 4 — Provide Required Details: In your message or call, include your full name, order number, contact information, a description of the issue, and any supporting photos.
5. Step 5 — Await Confirmation: Our team will review your request and respond within 1–3 business days with a decision or request for additional information.
6. Step 6 — Receive Your Resolution: If approved, your refund, replacement, or store credit will be issued according to the timelines described in this policy.

6. Refund Processing Times by Payment Method

Once a refund has been approved by our team, please allow the following processing times depending on your original payment method:

Please note that while we process refunds promptly on our end, the actual posting time to your account depends on your financial institution. We are not responsible for delays caused by banks or payment processors.

7. Partial Refunds

In some cases, Via 313 may issue a partial refund rather than a full refund. Partial refunds may be appropriate when:

• Only one or a few items in a multi-item order were incorrect or missing.
• The food quality issue affected only a portion of the order.
• A portion of the order was consumed before the quality issue was discovered.
• There is a shared responsibility between the customer and Via 313 for the issue (e.g., a special instruction was partially followed).

Partial refund amounts will reflect the value of the affected items only, and will not include delivery fees or tips unless those were directly impacted by an error on our part.

8. Exchange Policy

In lieu of a monetary refund, Via 313 may offer an exchange or replacement for:

• Incorrect items — we will remake and deliver or make available for pickup the correct item at no additional cost.
• Missing items — we will provide the missing item on your next order or arrange redelivery where feasible.
• Quality issues — at our discretion, we may offer a complimentary replacement of the affected item.

Exchanges and replacements are subject to availability and operational capacity at the time of the request. Exchanges cannot be used in combination with other discounts or promotional offers unless explicitly stated.

9. Cancellation Policy

We understand that plans change. Below is our cancellation policy for different order types:

9.1 Online / Phone Orders

Orders may be canceled free of charge if the cancellation is requested before the order enters the preparation stage. Once our kitchen begins preparing your order, cancellations may not be possible and charges may still apply.

• To cancel an order, contact us immediately at [email protected] or call the restaurant location directly.
• If cancellation is successful before preparation, a full refund will be issued within the applicable processing timeframe.
• If the order has already been prepared when cancellation is requested, no refund will be issued.

9.2 Catering and Large Orders

For catering orders and large group orders:

• Cancellations made more than 72 hours before the scheduled event or pickup time are eligible for a full refund of any deposit paid.
• Cancellations made between 24 and 72 hours before the event are eligible for a 50% refund of the deposit.
• Cancellations made less than 24 hours before the event are not eligible for a deposit refund.
• Via 313 reserves the right to cancel a catering order due to unforeseen circumstances. In such cases, a full refund will be issued to the customer.

9.3 Cancellations by Via 313

In rare circumstances, Via 313 or our delivery partners may need to cancel an order. If this occurs:

• You will be notified by email or phone as soon as possible.
• A full refund will be automatically issued to your original payment method.
• Where possible, we will offer to reschedule or fulfill the order at a later time.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we encourage you to follow the dispute resolution process outlined below:

10.1 Internal Escalation

If you disagree with our initial decision, you may request an escalation review by contacting us 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 original decision was incorrect. A senior member of our team will review your case and respond within 5 business days.

10.2 Chargeback Rights

As a customer in the United States, you retain your right to dispute a charge with your credit card or debit card issuer under applicable federal and state consumer protection laws. However, we ask that you allow Via 313 the opportunity to resolve the matter directly before initiating a chargeback, as we are committed to fair resolutions.

10.3 Third-Party Mediation

If an internal resolution cannot be reached, disputes may be referred to a neutral third-party mediator. Both parties agree to participate in good faith mediation before pursuing any formal legal action. Mediation costs will be shared equally unless otherwise agreed.

10.4 Consumer Protection Resources

You also have the right to file a complaint with:

• Federal Trade Commission (FTC): www.ftc.gov
• Your State Attorney General's Consumer Protection Division
• Better Business Bureau (BBB): www.bbb.org

11. Store Credit as an Alternative

In some cases, Via 313 may offer store credit as an alternative to a monetary refund. Store credit:

• Will be applied to your account or issued as a promo code for future use at Via 313.
• Is valid for 90 days from the date of issuance.
• Cannot be converted to cash and is non-transferable.
• Can be applied to any menu item or future order at Via 313.

Customers always have the right to request a monetary refund instead of store credit, provided their claim meets the eligibility criteria outlined in this policy.

12. Policy Updates

Via 313 reserves the right to update or modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website at 313viapizza.click. We encourage customers to review this policy periodically. Continued use of our services following any changes constitutes acceptance of the revised policy.

13. Contact Information for Refund Requests

For all refund inquiries, complaints, or questions about this policy, please contact Via 313 using the information below:

Our customer support team is available to assist you Monday through Sunday during regular business hours. We strive to respond to all refund-related inquiries within 1–3 business days.