Refund Policy

At Via 313, we are committed to providing our customers with the highest quality food and service. We understand that situations may arise where a refund or exchange is necessary, and we have established this Refund Policy to ensure a fair, transparent, and straightforward process for all our valued customers. Please read this policy carefully before placing an order.

1. Overview

This Refund Policy applies to all purchases made through our website at via313pizzeria.click, by phone, or in person at any Via 313 location. By placing an order with us, you acknowledge that you have read, understood, and agreed to the terms outlined in this policy. This policy is governed by applicable United States federal and state consumer protection laws, including the Federal Trade Commission (FTC) Act.

2. Eligibility Conditions for Refunds

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

• Incorrect Order: You received an item that is different from what you ordered (e.g., wrong pizza toppings, wrong size, wrong items in your order).
• Missing Items: Part of your order was missing upon delivery or pickup.
• Food Quality Issues: The food item(s) received were of unacceptable quality, including but not limited to undercooked, overcooked, spoiled, or otherwise inedible food.
• Food Safety Concerns: You discovered a foreign object or allergen in your food that was not disclosed in the menu description and poses a health risk.
• Failed Delivery: Your order was never delivered and is confirmed as lost by our delivery tracking system or delivery partner.
• Significant Delay: Your order was delivered significantly later than the estimated delivery time, rendering the food unsatisfactory (evaluated on a case-by-case basis).
• Duplicate Charges: You were charged more than once for the same order due to a technical or processing error.

To be eligible for a refund, you must be able to provide sufficient documentation, such as photos of the incorrect or unsatisfactory items, your order confirmation number, and proof of payment.

3. Timeframes for Refund Requests

Refund requests must be submitted within the following timeframes to be considered valid:

Requests submitted outside of these timeframes may not be honored. We encourage customers to inspect their orders immediately upon receipt and to contact us as soon as possible if an issue arises.

4. Non-Refundable Items and Services

The following items and circumstances are generally not eligible for a refund:

• Change of Mind: Refunds will not be issued simply because you changed your mind after placing or receiving your order.
• Customization Errors by Customer: If you provided incorrect customization instructions (e.g., requested toppings that you later decided you did not want), no refund will be issued as the order was prepared according to your specifications.
• Partially Consumed Items: Food items that have been significantly consumed will not be eligible for a full refund. Partial refunds may be considered at our discretion.
• Promotional or Discounted Items: Items purchased as part of a limited-time promotion or at a deeply discounted rate may not be eligible for a refund unless a qualifying defect is present.
• Delivery Fees: Delivery fees are non-refundable unless the delivery entirely failed to occur.
• Tips and Gratuity: Any tips or gratuity paid are non-refundable.
• Gift Cards and Store Credit: Gift card purchases are final and non-refundable, though they may be redeemed per the terms of the gift card program.

5. How to Request a Refund

Follow these steps to submit a refund request with Via 313:

1. Gather Your Information: Before contacting us, collect the following details:
   • Your full name and contact information
   • Order confirmation number or receipt
   • Date and time of the order
   • Description of the issue
   • Photographic evidence of the problem (if applicable)
2. Contact Us: Reach out to our customer service team through one of the following methods:
   • Email: [email protected]
   • Website: via313pizzeria.click
3. Submit Your Request: Clearly describe the issue and attach any supporting documentation, such as photos or screenshots of your order confirmation and the problem with your food or charge.
4. Await Confirmation: Our team will acknowledge receipt of your refund request within 1–2 business days and may contact you for additional information.
5. Review and Decision: Once we have all the necessary information, we will review your request and notify you of our decision within 3–5 business days of receiving your complete request.
6. Refund Issuance: If your request is approved, the refund will be processed according to the timelines outlined in Section 6 below.

6. Refund Processing Times by Payment Method

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

Please note that while we initiate refunds promptly upon approval, the actual time it takes for the funds to appear in your account is determined by your financial institution and is beyond our control. If you have not received your refund within the stated timeframe, we recommend contacting your bank or card issuer directly.

7. Partial Refunds

In certain circumstances, a partial refund may be issued rather than a full refund. Partial refunds may apply when:

• Only a portion of your order was incorrect, missing, or unsatisfactory, while the remainder of the order was acceptable.
• A food item was partially consumed before the issue was identified, and the complaint involves only a portion of the item.
• The issue was partially caused by inaccurate information provided by the customer (e.g., incorrect delivery address resulting in a delayed but ultimately received order).
• A promotional discount or coupon was applied to the order, affecting the refundable amount.

The amount of a partial refund will be determined at Via 313's reasonable discretion, based on the value of the affected portion of the order. We will communicate the partial refund amount clearly before processing it.

8. Exchange Policy

Due to the perishable nature of food products, traditional exchanges are not always possible. However, Via 313 will make reasonable efforts to correct your order when feasible:

• Order Replacement: If your order was incorrect or contained a significant quality issue, and you are located within our delivery area or can visit our location, we may offer to replace the item(s) free of charge rather than issuing a monetary refund, at your preference.
• Store Credit: As an alternative to a cash refund, we may offer store credit of equal or greater value to the affected portion of your order, which can be applied to a future purchase.
• Replacement Timeframe: Replacement orders, where offered, will be prioritized and prepared as promptly as possible. However, standard delivery and preparation times will still apply.

Exchanges or replacements are subject to availability and are evaluated on a case-by-case basis. Our goal is always to ensure your satisfaction with every Via 313 experience.

9. Cancellation Policy

We understand that plans can change. Our cancellation policy is as follows:

10. Third-Party Delivery Platforms

If you placed your order through a third-party delivery application such as DoorDash, Uber Eats, Grubhub, or a similar platform, please be aware that the refund and cancellation policies of those platforms may apply in addition to or instead of this policy. We encourage you to review the relevant platform's policy. However, Via 313 is committed to working collaboratively with these platforms to resolve legitimate complaints efficiently. For issues that cannot be resolved through the delivery platform, you are welcome to contact us directly.

11. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we encourage you to escalate the matter through the following process:

1. Internal Escalation: Request that your complaint be escalated to a supervisor or manager by replying to any refund correspondence or emailing [email protected] with the subject line "Refund Escalation – [Your Order Number]". A senior team member will review your case within 3 business days.
2. Written Formal Complaint: If you remain unsatisfied after internal escalation, you may submit a formal written complaint to us at the contact information provided in Section 12. We will respond in writing within 10 business days with a final determination.
3. Consumer Protection Agencies: You have the right to contact consumer protection agencies if you believe your rights as a consumer have been violated. In the United States, this includes filing a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or your state's Attorney General's office.
4. Chargeback: You also retain the right to dispute a charge with your bank or credit card issuer if you believe an error has occurred and we have been unable to resolve it. We ask that you contact us first to allow us the opportunity to make things right before initiating a chargeback.

Via 313 is committed to resolving all disputes in good faith and in a manner that is fair and reasonable for both parties. We value our customer relationships and take every complaint seriously.

12. Contact Information for Refund Requests

For all refund-related inquiries, please reach out to our customer support team using the contact details below. We are here to help and will do our best to respond promptly.

When contacting us, please include your order number, the email address used at checkout, and a detailed description of the issue to help us assist you as efficiently as possible.

13. Policy Updates

Via 313 reserves the right to modify or update this Refund Policy at any time. Changes will be posted on our website at via313pizzeria.click with a revised effective date. We encourage customers to review this policy periodically to stay informed of any updates. Continued use of our services following any changes to this policy constitutes your acceptance of the revised terms.