Refund Policy

Effective Date: May 22, 2026  |  Last Updated: May 22, 2026

1. Introduction

Via 313 ("we," "us," or "our") is committed to providing our customers with a satisfying food ordering experience. We understand that issues may occasionally arise with your order, and we want to ensure that any concerns are addressed fairly, promptly, and transparently.

This Refund Policy applies to all orders placed through our website meal-via313.click and is governed by applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act and any applicable state consumer protection statutes. By placing an order with us, you agree to the terms outlined in this policy.

If you have questions about this policy or a specific order, please contact us at [email protected].

2. Eligibility Conditions for Refunds

Not all orders automatically qualify for a refund. To be eligible for a refund, the following general conditions must be met:

• Your refund request must be submitted within the applicable timeframe described in Section 3 of this policy.
• You must provide sufficient documentation or description of the issue (e.g., photos of incorrect or damaged items, order confirmation number).
• The issue must fall within one of the qualifying categories listed below.
• Your account must be in good standing and not associated with fraudulent activity.

2.1 Qualifying Reasons for a Refund

The following circumstances may qualify you for a full or partial refund:

• Incorrect Order: You received items that are different from what you ordered.
• Missing Items: One or more items from your order were missing upon delivery or pickup.
• Food Quality Issues: The food was spoiled, undercooked, or otherwise unfit for consumption upon receipt.
• Significant Delivery Delay: Your order was delivered significantly later than the estimated delivery time, rendering the food unsatisfactory.
• Order Not Received: Your order was never delivered and cannot be confirmed as delivered.
• Duplicate Charge: Your payment method was charged more than once for the same order.
• Technical Error: A technical error on our platform resulted in an incorrect or unintended order being placed.

3. Timeframes for Refund Requests

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

Requests submitted after these deadlines will be reviewed on a case-by-case basis, but we cannot guarantee approval. We strongly encourage customers to contact us as soon as an issue is identified.

4. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds. These include, but are not limited to:

• Change of Mind: Refunds are not issued simply because you changed your mind about an order after it has been prepared.
• Customized or Special Orders: Food items that were specially prepared according to your specific customization requests are non-refundable unless there is a preparation error.
• Consumed Orders: Refunds will not be issued for orders that have been substantially consumed before a complaint is raised.
• Promotional or Free Items: Complimentary or promotional items provided at no charge are not eligible for cash refunds.
• Delivery Fees: Delivery fees are generally non-refundable unless the order was not delivered at all or was significantly delayed due to our fault.
• Service Fees and Platform Charges: Administrative or platform service fees may be non-refundable at our discretion.
• Orders Affected by Customer Error: If a refund issue arises from an incorrect address, incorrect contact information, or other customer-provided errors, refunds may be denied.

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

To initiate a refund request, please follow these steps:

1. Step 1 — Gather Your Order Details: Locate your order confirmation email or order number. Note the date, time, and specific items involved in the dispute.
2. Step 2 — Document the Issue: If applicable, take clear photographs of missing, incorrect, or unsatisfactory food items. This documentation greatly assists in processing your request quickly.
3. Step 3 — Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: meal-via313.click
4. Step 4 — Provide Required Information: When contacting us, please include:
   • Full name associated with the order
   • Order confirmation number
   • Date and time of the order
   • Description of the issue
   • Supporting photos or screenshots (if applicable)
   • Your preferred refund method (original payment method or store credit)
5. Step 5 — Await Confirmation: Our team will acknowledge your refund request within 1–2 business days and begin the review process.
6. Step 6 — Review Decision: You will receive a decision on your refund request via email. If approved, the refund will be processed according to the timeframes outlined in Section 6.

6. Refund Processing Times by Payment Method

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

Please note that while we process refunds promptly on our end, your financial institution or payment provider may have their own processing timelines that are beyond our control. If you have not received your refund after the above timeframes, we recommend contacting your bank or payment provider directly before reaching out to us.

7. Partial Refunds

In some situations, a partial refund may be more appropriate than a full refund. Partial refunds may be issued in the following circumstances:

• Only certain items in the order were incorrect or missing (a refund will be issued for the affected items only).
• The food quality issue affected only a portion of the order.
• A delivery delay significantly impacted only part of the order's quality.
• A discount, coupon, or promotional credit was applied to the original order — refunds will be calculated based on the net amount paid.
• Customer contributed partially to the issue (e.g., incorrect delivery instructions combined with a driver error).

The amount of a partial refund will be determined by Via 313 based on the specifics of each individual case. We aim to be fair and reasonable in all partial refund determinations.

8. Exchange Policy

Due to the perishable nature of food products, traditional item exchanges are generally not available. However, we may offer the following alternatives depending on the situation:

• Order Replacement: In cases where an incorrect item was delivered and a replacement can be prepared and delivered within a reasonable time, we may offer to re-deliver the correct item at no additional charge.
• Store Credit: As an alternative to a monetary refund, we may offer store credit of equal or greater value, which can be applied toward your next order.
• Complimentary Item: For minor order issues, we may offer a complimentary item on your next order as a goodwill gesture.

Exchange requests must be made within the same timeframes as refund requests (see Section 3). Exchanges are subject to item availability and are issued at the sole discretion of Via 313.

9. Cancellation Policy

Orders placed through meal-via313.click enter our preparation process quickly. As such, our cancellation window is limited.

9.1 Cancellations Before Preparation Begins

If you wish to cancel your order, you must do so within 5 minutes of placing the order. Orders cancelled within this window are eligible for a full refund to the original payment method. To cancel, contact us immediately at [email protected] with your order number.

9.2 Cancellations After Preparation Has Begun

Once an order has entered the preparation stage, cancellations are generally not accepted. In exceptional circumstances, we may approve a cancellation at our discretion, but this may result in only a partial refund or store credit, as costs for food preparation may already have been incurred.

9.3 Cancellations Due to Availability Issues

If Via 313 is unable to fulfill your order due to item unavailability, store closure, or other operational reasons, you will be notified promptly and a full refund will be issued automatically to your original payment method within the timeframes outlined in Section 6.

9.4 Recurring Orders and Subscriptions

If you have a recurring meal plan or subscription arrangement through our platform, cancellations must be submitted at least 48 hours before the next scheduled order to avoid being charged. Cancellation requests received after this cutoff may result in the next order being processed and charged. Please contact us at [email protected] to manage subscription cancellations.

10. Dispute Resolution Process

We are committed to resolving all refund-related disputes in a fair and timely manner. The following process applies when a dispute arises:

10.1 Internal Review

As a first step, all disputes are reviewed internally by our customer service team. You will receive an initial response within 1–2 business days of submitting your dispute. Our team will investigate the matter, which may include reviewing order records, delivery logs, and any supporting documentation you provide.

10.2 Escalation

If you are not satisfied with the initial decision, you may request an escalation review by replying to our decision email and clearly stating your reasons for disagreement. Escalated cases will be reviewed by a senior member of our team within 3–5 business days.

10.3 Chargebacks

We encourage customers to contact us directly before initiating a chargeback with their financial institution. Unauthorized or premature chargebacks may result in account suspension. However, if you believe a chargeback is warranted after exhausting our internal resolution process, you have the right to dispute a charge with your bank or credit card issuer in accordance with applicable law, including protections under the Fair Credit Billing Act (FCBA) for credit card users.

10.4 Consumer Protection Resources

If you believe your consumer rights have been violated, you may also contact the following regulatory bodies:

• Federal Trade Commission (FTC): www.ftc.gov
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your state's Attorney General office or consumer protection division.

11. Fraud Prevention

Via 313 takes fraudulent refund requests seriously. We reserve the right to deny refund requests that we believe, in good faith, to be fraudulent, abusive, or inconsistent with genuine customer experience. Accounts found to be engaged in repeated fraudulent refund claims may be suspended or permanently banned from our platform. We cooperate with law enforcement agencies when required by law.

12. Changes to This Refund Policy

We reserve the right to update or modify this Refund Policy at any time. Any changes will be posted on this page with an updated effective date. We encourage you to review this policy periodically. Continued use of our services after any changes constitutes your acceptance of the revised policy. For material changes, we may notify you via email or a prominent notice on our website.

13. Contact Information

For all refund requests, questions, or concerns related to this policy, please contact us using the information below: