Refund Policy

Effective Date: April 10, 2026  |  Last Updated: April 10, 2026

1. Our Commitment to Customer Satisfaction

Via 313 takes pride in delivering high-quality food products and an exceptional dining experience to every customer. We understand that situations may arise where an order does not meet your expectations, arrives with issues, or needs to be cancelled. This policy has been established to provide clear, fair, and transparent guidelines for all refund-related requests in accordance with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act and relevant state regulations.

By placing an order through our website pizzas-via313.click or through any of our affiliated ordering platforms, you agree to the terms outlined in this Refund Policy.

2. Eligibility Conditions for Refunds

To be eligible for a refund, your request must meet one or more of the following conditions:

• Incorrect Order: You received items that are different from what you ordered (e.g., wrong toppings, wrong size, wrong menu item).
• Missing Items: One or more items from your order were not included in your delivery or pickup order.
• Food Quality Issues: The food received was undercooked, overcooked, spoiled, or otherwise unfit for consumption at the time of delivery or pickup.
• Damaged Packaging: The packaging was severely damaged during delivery, resulting in compromised food quality or safety.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical error on our platform.
• Order Never Received: Your delivery order was confirmed but never arrived, and our delivery records confirm non-delivery.
• Allergic Reactions Due to Incorrect Ingredients: If you notified us of a food allergy at the time of ordering and the allergy-related instruction was not followed, you may be eligible for a full refund and we encourage you to seek medical attention immediately.

3. Non-Refundable Items and Services

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

• Orders that have been fully consumed before a complaint is raised.
• Orders where the customer provided an incorrect delivery address and the food was delivered to that address.
• Refund requests made more than 24 hours after the time of delivery or pickup (unless otherwise determined at our discretion).
• Promotional or discounted items purchased as part of a limited-time offer, unless they qualify under a separate eligible condition listed above.
• Delivery fees charged by third-party delivery platforms (these are subject to the respective platform's refund policy).
• Gift cards and promotional credits issued by Via 313.
• Orders that were customized with special modifications and were prepared correctly according to your specifications.
• Requests based solely on changes in appetite, dietary preferences, or regret after ordering.

4. Refund Request Timeframes

All refund requests must be submitted within the timeframes outlined below. Requests submitted outside these windows may not be honored at our discretion.

We strongly recommend submitting your refund request as soon as possible after identifying an issue. Delayed requests are significantly harder to investigate and resolve accurately.

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

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

1. Gather Your Order Information: Before reaching out, have the following details ready:
   • Your full name and contact information
   • Your order number or confirmation email
   • Date and time of the order
   • A clear description of the issue
   • Photographs of the food or packaging (if applicable)
2. Contact Us Through One of the Following Channels:
   • Email: [email protected]
   • Website: pizzas-via313.click (use the contact or support form)
3. Provide a Detailed Description: Clearly explain what went wrong with your order. Include photographic evidence where possible, especially for quality-related issues. This significantly speeds up the review process.
4. Wait for Acknowledgment: Our customer service team will acknowledge your request within 1–2 business days. We may follow up with additional questions to properly assess your claim.
5. Resolution Decision: After reviewing your request, we will notify you of our decision by email. If approved, your refund will be processed according to the payment method timelines described in Section 6 below.

6. Refund Processing Times by Payment Method

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

Please note that while we process refunds promptly on our end, banking institutions and payment processors may have their own internal timelines that are beyond our control. If you have not received your refund after the estimated period, please contact your bank or payment provider first before reaching out to us.

7. Partial Refunds

In some situations, a partial refund may be issued rather than a full refund. Partial refunds may apply under the following circumstances:

• Only a portion of the order was incorrect, missing, or unsatisfactory.
• The customer consumed part of the order before identifying the issue.
• A discount, coupon, or promotional credit was applied to the original order, and the refund is adjusted accordingly.
• Minor presentation or packaging issues that did not significantly affect the food's quality or edibility.
• Delays in delivery caused by circumstances partially within or outside our control (e.g., weather, traffic).

In any case where a partial refund is issued, our customer service team will clearly communicate the amount and reason for the partial refund decision.

8. Exchange Policy

Due to the perishable nature of food products, Via 313 does not offer direct exchanges in the traditional retail sense. However, we are committed to making things right. In situations where an incorrect item was delivered or prepared, we may offer:

• Replacement of the Item: If circumstances permit (i.e., the order was picked up in-store or the customer is able to return to the location), we may prepare and provide a replacement item at no additional charge.
• Store Credit: In lieu of a replacement, we may issue store credit equivalent to the value of the unsatisfactory item, which can be applied to a future order.
• Full or Partial Refund: If neither a replacement nor store credit is acceptable or feasible, we will process a refund per this policy.

Exchange decisions are made on a case-by-case basis and are at the discretion of Via 313 management. Our goal is to ensure every customer leaves satisfied.

9. Cancellation Policy

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

9.1 Online Orders (Delivery and Pickup)

• Cancellation Before Preparation Begins: If you contact us before our kitchen has begun preparing your order, we will cancel the order and issue a full refund. This window is typically within 5 minutes of placing the order.
• Cancellation After Preparation Has Begun: Once your order is being prepared, cancellations are generally not accepted. However, we may issue a partial refund or store credit at our discretion depending on how far along preparation has progressed.
• Cancellation After Dispatch (Delivery Orders): Orders that have already been dispatched for delivery cannot be cancelled. The full order amount will be charged.

9.2 Pre-Orders and Catering Orders

• Catering or large group orders cancelled more than 48 hours in advance of the scheduled delivery/pickup time are eligible for a full refund.
• Catering orders cancelled between 24–48 hours in advance may be eligible for a 50% refund, as ingredients and preparation may already be underway.
• Catering orders cancelled less than 24 hours before the scheduled time are not eligible for a refund, as significant preparation will have already taken place.

10. Dispute Resolution Process

If you are unsatisfied with the outcome of a refund request, Via 313 offers a structured dispute resolution process:

Step 1: Internal Escalation

If your refund request was denied or you feel the resolution offered was inadequate, you may request an escalation by emailing [email protected] with the subject line "Refund Dispute Escalation". Include your original request details and the reason you are disputing the decision. A senior member of our team will review your case within 3–5 business days.

Step 2: Good Faith Negotiation

We are committed to resolving all disputes amicably. If your escalated complaint is reviewed and still cannot be resolved to mutual satisfaction, our management team will attempt to negotiate a fair resolution in good faith, which may include store credit, a partial refund, or another remedy.

Step 3: Consumer Protection Agencies

If an internal resolution cannot be reached, you retain the right to file a complaint with applicable consumer protection authorities, including:

• The Federal Trade Commission (FTC): www.ftc.gov — for unfair or deceptive business practices under the FTC Act.
• Your State Attorney General's Office — for local consumer protection enforcement.
• The Better Business Bureau (BBB): www.bbb.org — for mediation and dispute resolution services.

Step 4: Chargeback Rights

You also retain the legal right to initiate a chargeback through your credit card issuer or bank. However, we encourage you to exhaust our internal dispute resolution process first, as chargebacks can be time-consuming and may delay your resolution. We cooperate fully with all legitimate chargeback investigations.

11. Third-Party Delivery Platforms

If you placed your order through a third-party delivery platform (such as DoorDash, Uber Eats, Grubhub, or similar services), the refund and cancellation policies of that specific platform will also apply to your order. Via 313 has limited control over the policies of third-party platforms. We recommend:

• Contacting the third-party platform's customer support directly for delivery-related refund issues.
• Contacting Via 313 directly for food quality, preparation errors, or missing items issues, as we can best address those from our end.

12. Food Allergy Disclaimer

Via 313 takes food allergies very seriously. If you have a known food allergy, you must disclose it clearly when placing your order. While we take every precaution to honor allergen requests, our kitchen handles common allergens including but not limited to gluten, dairy, nuts, and eggs. We cannot guarantee a completely allergen-free environment. In the event of an allergic reaction, please seek medical attention immediately and contact us at [email protected].

13. Changes to This Refund Policy

Via 313 reserves the right to modify or update this Refund Policy at any time. Changes will be effective immediately upon posting to our website at pizzas-via313.click. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage customers to review this policy periodically. Your continued use of our website and services following any changes constitutes your acceptance of the revised policy.

14. Contact Information for Refund Requests

For all refund requests, cancellations, or refund-related inquiries, please contact Via 313 using the information below. Our customer service team is dedicated to resolving your concerns as quickly and fairly as possible.