Refund Policy

Effective Date: April 15, 2026 | Last Updated: April 15, 2026

1. Our Commitment to Customer Satisfaction

At Via 313, we take great pride in the quality of our food and the experience we provide to every customer. We understand that sometimes things don't go as expected, and we want to make sure that any issues are resolved quickly and fairly. This Refund Policy has been designed to be transparent, straightforward, and compliant with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act and relevant state regulations.

Whether you ordered online through our website at pizza-via313.rest, via a third-party delivery platform, or directly in-store, this policy applies to all transactions associated with Via 313.

2. Eligibility Conditions for Refunds

We want every customer to enjoy their meal. A refund may be issued under the following circumstances:

• Incorrect Order: You received an item that is different from what you ordered (e.g., wrong toppings, wrong size, wrong item).
• Missing Items: Part of your order was not included in your delivery or pickup bag.
• Food Quality Issues: The food was undercooked, overcooked, or did not meet reasonable quality standards at the time of delivery or pickup.
• Allergic Reactions Due to Incorrect Preparation: If you specified an allergen requirement at the time of ordering and your order was prepared incorrectly, causing a documented allergic reaction, you may be eligible for a full refund. Please seek medical attention immediately and contact us as soon as possible.
• Duplicate Charges: You were charged more than once for the same order due to a payment processing error.
• Order Never Delivered: Your delivery order was confirmed but never arrived, and the issue was not caused by an incorrect address provided by you.

Refund eligibility is determined on a case-by-case basis. Via 313 reserves the right to request photographic evidence or additional information before approving a refund.

3. Timeframes for Refund Requests

Time is an important factor when it comes to food orders. To ensure your refund request is properly reviewed, please observe the following timeframes:

Requests submitted after these deadlines may not be eligible for a refund. We strongly encourage customers to inspect their orders upon receipt and report any issues promptly. This helps us investigate effectively and provide the best resolution possible.

4. Non-Refundable Items and Situations

While we strive to accommodate every concern, there are certain situations in which refunds will not be issued:

• Orders that have been fully consumed before a complaint is made.
• Change of mind after the order has been prepared or delivered.
• Incorrect delivery address or contact information provided by the customer at checkout.
• Orders placed through third-party delivery platforms (e.g., DoorDash, Uber Eats, Grubhub) — these must be handled directly through the platform's own refund process.
• Promotional or discounted items sold as non-refundable at the time of purchase.
• Requests submitted outside of the applicable time limits listed above.
• Minor variations in food appearance that do not affect safety or taste (e.g., slight differences in topping distribution).
• Dissatisfaction based solely on personal taste preferences when the item was prepared correctly and as described.

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

Requesting a refund from Via 313 is straightforward. Please follow these steps to ensure your request is processed efficiently:

1. Step 1 — Gather Your Information:

   Before reaching out, have the following ready: your full name, order number or confirmation email, the date and time of your order, a description of the issue, and — if applicable — clear photographs of the incorrect or unsatisfactory item(s).

2. Step 2 — Contact Via 313:

   Reach out to us using one of the methods below:

   • Email: [email protected]
   • Website: pizza-via313.rest

   In your message, include your order details and a clear explanation of the problem. Attach any supporting photos if available.

3. Step 3 — Wait for Confirmation:

   You will receive an acknowledgment of your request within 1 business day. Our customer support team will review your claim and may follow up with additional questions if needed.

4. Step 4 — Resolution Offer:

   Once your request has been reviewed, we will notify you of our decision. If your refund is approved, we will inform you of the refund amount and the method of reimbursement. We may also offer alternative resolutions such as store credit, a complimentary replacement order, or a partial refund depending on the nature of the issue.

5. Step 5 — Refund Issued:

   Approved refunds will be processed according to the timelines described in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes for the funds to appear in your account depends on your original payment method:

Please note that while Via 313 processes refunds promptly upon approval, actual posting times may vary depending on your bank or financial institution. Via 313 is not responsible for delays caused by your bank's processing procedures. If you have not received your refund within the stated timeframe, please first check with your bank, then contact us at [email protected].

7. Partial Refunds

In some cases, 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.
• The food was partially consumed before the issue was reported.
• The issue was minor and did not significantly affect the overall order (e.g., one topping missing from a multi-topping pizza).
• A promotional discount was applied to the order, and the refund is calculated based on the actual amount paid for the affected item(s).
• We determine that the issue was partially caused by factors outside our control (e.g., extended delivery time caused by traffic or weather).

The exact amount of a partial refund will be communicated to you before it is processed. You will have the opportunity to accept the partial refund or escalate the matter for further review.

8. Exchange Policy

Because Via 313 serves fresh, perishable food items, traditional product exchanges do not apply in the same way they would for retail goods. However, we do offer the following exchange-style resolutions:

• Replacement Orders: If your order was incorrect or contained a quality issue, we may offer to remake and deliver or prepare a replacement item at no additional charge, subject to location hours and availability.
• Menu Substitutions: If a specific item is unavailable, we will contact you prior to preparing your order to offer a suitable alternative. If you do not wish to substitute, a full refund will be issued for that item.
• Store Credit Exchange: Instead of a cash refund, you may opt to receive store credit equivalent to the value of the affected item(s), which can be applied to a future order at Via 313.

To request a replacement or exchange, please contact us using the steps outlined in Section 5 and indicate your preference for a replacement rather than a refund.

9. Order Cancellation Policy

We understand that plans change. Here is how cancellations are handled at Via 313:

9.1 Online Orders

• Before Preparation Begins: If you cancel your online order before it has been accepted and preparation has started, you are eligible for a full refund.
• After Preparation Has Begun: Once the kitchen has started preparing your order, cancellations are generally not accepted, and no refund will be issued. In rare cases, at our discretion, a store credit may be offered.
• How to Cancel: Contact us immediately by emailing [email protected]. Cancellation requests are handled on a first-come, first-served basis and are subject to order status at the time of the request.

9.2 In-Store Orders

In-store orders are typically prepared immediately upon placement. Cancellations at the counter are generally not possible once the order has been submitted to the kitchen. Please confirm your order carefully before completing your purchase.

9.3 Catering and Large Group Orders

For catering orders or large group orders, cancellations must be made at least 48 hours in advance of the scheduled pick-up or delivery time to qualify for a full refund. Cancellations made within 24–48 hours may receive a 50% refund or store credit. Cancellations made less than 24 hours before the scheduled time are non-refundable due to the preparation and ingredient costs already incurred.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Via 313 offers the following dispute resolution options:

10.1 Internal Review

You may request an internal escalation of your case by contacting us at [email protected] and clearly stating that you are requesting a second review. A senior member of our team will re-examine your case within 3 business days and provide a final decision.

10.2 Chargeback Rights

Under United States federal and state consumer protection laws, including the Fair Credit Billing Act (FCBA) for credit card transactions, you have the right to dispute a charge with your bank or credit card issuer if you believe you were charged incorrectly or did not receive the goods or services as described. We encourage you to contact us first to resolve the issue directly before initiating a chargeback, as chargebacks can take significantly longer to resolve.

10.3 FTC Consumer Complaint

If you believe your consumer rights have been violated, you may also file a complaint with the Federal Trade Commission (FTC) at ftc.gov or call 1-877-FTC-HELP (1-877-382-4357). Depending on your state of residence, you may also have additional rights under applicable state consumer protection statutes.

10.4 Informal Mediation

For disputes that cannot be resolved through internal review, both parties agree to first attempt resolution through informal mediation before pursuing any formal legal action. Mediation requests should be submitted in writing to [email protected].

11. Contact Information for Refund Requests

For all refund-related inquiries, cancellations, or disputes, please contact Via 313 using the information below. Our customer support team is committed to responding to all inquiries promptly and professionally.

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 pizza-via313.rest. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage customers to review this policy periodically. Continued use of our services after any changes constitutes your acceptance of the updated policy.

13. Governing Law

This Refund Policy is governed by and construed in accordance with the laws of the United States of America and the applicable laws of the state in which Via 313 operates. Any disputes arising from or related to this policy shall be subject to the exclusive jurisdiction of the courts of that state. Consumer rights under the FTC Act and other applicable federal and state statutes are expressly preserved.