Refund Policy

At Via 313, we are committed to providing our customers with the highest quality food and dining experience. We understand that sometimes things do not go as planned, and we want to make sure you are satisfied with every order. This Refund Policy outlines your rights and our obligations regarding refunds, cancellations, and exchanges for orders placed through our website at pizza-via313.digital or directly at our location.

Please read this policy carefully before placing your order. By completing a purchase with Via 313, you agree to the terms set forth in this Refund Policy. If you have any questions, do not hesitate to contact us at [email protected].

1. Our Commitment to Customer Satisfaction

Via 313 takes great pride in preparing fresh, high-quality food for every customer. Every pizza, dish, and beverage we serve is made with care and attention to detail. However, we recognize that errors can occur, and we are fully committed to addressing any issues related to your order in a fair, timely, and transparent manner.

Our refund policy is designed to comply with applicable United States consumer protection laws, including guidelines established by the Federal Trade Commission (FTC), and relevant state laws governing food service businesses and consumer rights.

2. Eligibility for Refunds

Refund requests will be considered under the following circumstances:

• Incorrect Order: You received a different item than what you ordered (e.g., wrong toppings, wrong size, wrong dish).
• Missing Items: Part of your order was not included in your delivery or pickup bag.
• Food Quality Issues: The food was undercooked, overcooked, spoiled, or otherwise not up to reasonable quality standards at the time of delivery or pickup.
• Allergic Reactions Due to Incorrect Preparation: If you clearly communicated an allergy or dietary restriction at the time of ordering and your order was prepared incorrectly, you may be eligible for a refund or replacement.
• Duplicate Charges: Your payment method was charged more than once for the same order.
• Order Never Received: A delivery order was confirmed but never arrived and could not be located.

3. Non-Refundable Items and Circumstances

Certain situations and items are not eligible for a refund. These include, but are not limited to:

4. Timeframe for Refund Requests

To be eligible for a refund, you must contact us within the following timeframes:

• Dine-in and Pickup Orders: Any issue must be reported immediately or before leaving the restaurant. Issues reported after departure may be considered at our discretion.
• Delivery Orders: All refund requests must be submitted within 24 hours of the confirmed delivery time.
• Duplicate Charges or Billing Errors: Must be reported within 7 calendar days of the transaction date.

5. How to Request a Refund

If you believe you are entitled to a refund, please follow these steps:

1. Step 1 – Gather Your Information
   Before contacting us, please have the following information ready:
   • Your full name
   • Order number or confirmation code
   • Date and time of your order
   • Description of the issue
   • Photos of the item(s) in question (if applicable)
2. Step 2 – Contact Via 313
   Reach out to our customer service team using one of the following methods:
   • Email: [email protected]
   • Website: pizza-via313.digital
   In your message, clearly state that you are requesting a refund and provide all relevant details from Step 1.
3. Step 3 – Review and Evaluation
   Our team will review your request within 2 business days. We may contact you for additional information or clarification if needed.
4. Step 4 – Decision Notification
   You will be notified of our decision via email. If your refund is approved, we will provide you with details about the refund amount and processing timeline.
5. Step 5 – Refund Issued
   Approved refunds will be processed according to the payment method used for the original transaction (see Section 6 below).

6. Refund Processing Times by Payment Method

Once a refund has been approved, please allow the following timeframes for the refund to appear:

7. Partial Refunds

In some cases, a partial refund may be offered instead of a full refund. Partial refunds may apply when:

• Only one or a few items in a multi-item order were incorrect or missing, while the rest of the order was delivered correctly.
• The food quality issue affected only part of the order (e.g., one pizza was undercooked but other items were acceptable).
• A portion of the food was consumed before the issue was reported, indicating that part of the order was satisfactory.
• The issue is minor in nature and does not warrant a full refund but merits some form of compensation.

The amount of any partial refund will be determined by Via 313 at our reasonable discretion, based on the nature and extent of the issue reported.

8. Replacements and Exchanges

In many cases, Via 313 may offer a replacement item rather than a monetary refund, especially for pickup or dine-in orders where you are physically present at our location. Replacements are subject to the following conditions:

• The replacement offer is made at the discretion of our staff based on the circumstances of the complaint.
• Replacement items will be prepared as quickly as possible and will match the original item ordered.
• You may choose to accept the replacement or request a refund instead; however, Via 313 reserves the right to offer a replacement as the primary remedy for minor quality issues.
• For delivery orders, a replacement delivery may be offered at no additional charge if the original delivery was substantially incorrect or missing key items.

We do not offer direct exchanges for different menu items (e.g., trading one pizza flavor for another) unless the original item was delivered incorrectly.

9. Order Cancellation Policy

We understand that circumstances change, and sometimes you may need to cancel an order. Our cancellation policy is as follows:

9.1 Online and Phone Orders

• Cancellation Before Preparation Begins: If you cancel your order before our kitchen has begun preparation, you are entitled to a full refund.
• Cancellation After Preparation Has Begun: Once our kitchen staff has started preparing your order, cancellations may not be accepted, or a partial refund may be issued at our discretion.
• Cancellation of Delivery Orders After Dispatch: Once your order has been handed off to a delivery driver or third-party platform, cancellations cannot be processed, and no refund will be issued for the food items.

9.2 Catering and Large Group Orders

• Catering orders require a minimum of 48 hours notice for cancellation to receive a full refund.
• Cancellations made between 24 and 48 hours before the scheduled order will receive a 50% refund.
• Cancellations made less than 24 hours before the scheduled order are non-refundable, as ingredients and labor will have already been committed.

10. Orders Placed Through Third-Party Platforms

If you placed your order through a third-party delivery service such as DoorDash, Uber Eats, Grubhub, or any other platform, please be aware of the following:

• Refund and cancellation requests for orders placed through third-party platforms must be directed to that platform's customer support team, as they handle all payment transactions independently.
• Via 313 is not directly responsible for refunds processed through third-party platforms, though we will cooperate fully with any investigation initiated by such platforms.
• If you believe the issue with your order was due to an error on our part (e.g., wrong items prepared), please contact us directly so we can work with the platform to resolve the matter.

11. Dispute Resolution Process

If you are unsatisfied with the outcome of your refund request, we encourage you to follow our formal dispute resolution process:

1. Internal Review: Contact our management team directly at [email protected] and request an escalated review of your case. Please include all previous correspondence and your order details.
2. Good Faith Negotiation: Via 313 is committed to resolving all disputes amicably and in good faith. Our management team will respond to escalated disputes within 5 business days with a proposed resolution.
3. Chargeback via Financial Institution: If you are unable to resolve the dispute directly with us, you have the right to contact your bank or credit card provider to initiate a chargeback or dispute process. However, we encourage customers to contact us first, as chargebacks can be a lengthy process for all parties involved.
4. Consumer Protection Resources: You may also file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or your applicable state consumer protection agency if you believe your consumer rights have been violated.

Via 313 does not use mandatory arbitration clauses to resolve consumer disputes and is committed to working directly with our customers to reach fair and reasonable outcomes.

12. Store Credit and Gift Cards

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

• Has no expiration date unless otherwise specified at the time of issuance.
• Can be applied to any future in-store or online order through pizza-via313.digital.
• Is non-transferable and cannot be exchanged for cash.
• Is not reloadable once fully used.

If you received a Via 313 gift card and experience issues with its use (e.g., balance discrepancy), please contact us at [email protected] for prompt resolution.

13. Modifications to This Policy

Via 313 reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on our website at pizza-via313.digital with an updated effective date. We encourage you to review this policy periodically to stay informed about our refund practices. Continued use of our services following any changes to this policy constitutes your acceptance of the revised terms.

14. Contact Information

For all refund requests, cancellations, or questions related to this policy, please contact Via 313 using the information below:

Our customer service team is available to assist you and will make every effort to respond to your inquiry promptly. We value your business and are dedicated to ensuring your experience with Via 313 is a positive one.