Refund Policy

Effective Date: April 25, 2026  |  Last Updated: April 25, 2026

1. Introduction

Via 313 ("we," "us," "our," or "the Company") operates a food service business accessible through our website via313-pizz.click. We are committed to delivering high-quality food products and a satisfying customer experience. However, we understand that issues may occasionally arise, and we want to ensure that our customers are treated fairly and transparently.

This Refund Policy applies to all food orders, catering services, and any other purchases made through our platform or directly with our establishment. By placing an order with Via 313, you agree to the terms set forth in this policy. This policy is governed by applicable United States federal and state consumer protection laws, including regulations enforced by the Federal Trade Commission (FTC).

2. Eligibility Conditions for Refunds

Not every situation automatically qualifies for a refund. We assess each refund request on a case-by-case basis. The following conditions generally make an order eligible for a refund or replacement:

• Incorrect Order: You received items that differ from what you ordered (wrong toppings, wrong size, wrong items entirely).
• Missing Items: One or more items from your order were not delivered or included in your pickup order.
• Food Quality Issues: The food was delivered in an unsatisfactory condition, such as being cold upon arrival due to our error, visibly spoiled, or otherwise unfit for consumption.
• Allergen Concerns: The order contained an ingredient that was specifically requested to be excluded due to a disclosed allergy, and this was confirmed as an error on our part.
• Duplicate Charges: You were charged more than once for the same order due to a technical or billing error.
• Order Not Delivered: Your delivery order was never received and cannot be located by our delivery team.

Refunds will generally not be granted for subjective dissatisfaction (e.g., personal taste preferences) unless the food does not match the description on our menu.

3. Timeframes for Refund Requests

Timing is critical when requesting a refund for food orders. Due to the perishable nature of food products, we require that all refund requests be submitted within the following timeframes:

Requests submitted outside these timeframes may not be eligible for a refund. We reserve the right to make exceptions at our discretion in extraordinary circumstances.

4. Non-Refundable Items and Services

Certain items and situations are explicitly excluded from our refund policy. The following are generally non-refundable:

• Orders that have been fully consumed or substantially eaten before a complaint is raised.
• Food items that were correctly prepared according to your order specifications, but you simply changed your mind after receiving them.
• Delivery fees and service charges, unless the issue was caused entirely by Via 313's error.
• Promotional, discounted, or complimentary items received as part of a special offer or coupon redemption.
• Custom-made or specialty catering orders canceled less than 48 hours before the scheduled delivery or event time.
• Gift cards or store credit once redeemed.
• Online ordering platform fees charged by third-party delivery services (these must be disputed directly with the respective platform).

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

Follow these steps to submit a refund request efficiently:

1. Step 1 – Document the Issue: Take clear photographs of the food, packaging, or receipt that demonstrate the problem (e.g., missing item, incorrect order, quality issue). This evidence will support your claim.
2. Step 2 – Contact Us Promptly: Reach out to Via 313 within the applicable timeframe listed in Section 3. You may contact us via:
   • Email: [email protected]
   • Website: via313-pizz.click
3. Step 3 – Provide Required Information: Include the following details in your refund request:
   • Full name and contact information
   • Order number or confirmation number
   • Date and time of the order
   • Description of the issue
   • Photographs or other supporting documentation
   • Your preferred resolution (refund, replacement, or store credit)
4. Step 4 – Review and Response: Our customer service team will review your request and respond within 1–3 business days. We may ask for additional information or clarification during this process.
5. Step 5 – Resolution: Once your request is approved, we will process the refund, issue a replacement order, or provide store credit, depending on the nature of the issue and your preference.

6. Refund Processing Times by Payment Method

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

Please note that while we process refunds on our end promptly, your financial institution or payment processor controls the actual timing of the credit appearing in your account. We are not responsible for delays caused by banks or payment networks.

7. Partial Refunds

In certain situations, a partial refund may be more appropriate than a full refund. Via 313 may issue a partial refund under the following circumstances:

• Only a portion of the order was incorrect, missing, or unsatisfactory, while the remainder was delivered correctly.
• The food quality issue affected only one item in a multi-item order.
• A catering order is partially canceled (some items are retained while others are canceled).
• A discount, coupon, or promotional credit was applied to the original order, in which case the refund amount will reflect the actual amount paid.
• There was shared responsibility between the customer and Via 313 for the issue (e.g., incomplete instructions provided by the customer).

The partial refund amount will be determined by our customer service team based on the specific details of each case. We will communicate the proposed partial refund amount to you before processing.

8. Exchange Policy

We understand that sometimes a replacement is more desirable than a refund. Via 313 offers exchanges (replacement orders) under the following conditions:

• The original order contained incorrect items due to our preparation or packing error.
• Food quality issues were identified at the time of receipt, and the customer prefers a fresh replacement.
• The replacement can be prepared and delivered within a reasonable timeframe.

To request an exchange, please contact us through the methods listed in Section 5 and specify that you prefer a replacement rather than a monetary refund. Replacement orders are subject to availability and operational hours. We cannot guarantee same-day replacements for all orders, particularly during peak hours.

Exchanges are not available for catering orders once the event date has passed, nor for orders that were consumed before the issue was reported.

9. Cancellation Policy

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

9.1 Standard Orders (Delivery and Pickup)

Orders may be canceled for a full refund if the cancellation is made before the order enters the preparation phase. Once our kitchen has begun preparing your order, cancellations may not be possible or may only be eligible for a partial refund or store credit.

To cancel a standard order, please contact us immediately at [email protected] or through our website. We will do our best to accommodate cancellation requests before preparation begins.

9.2 Catering and Large Group Orders

Catering and large group orders require advance planning and dedicated resources. Our cancellation policy for these orders is as follows:

We strongly encourage customers to review their catering orders carefully before confirming. Any modifications to catering orders must be submitted at least 48 hours in advance.

10. Dispute Resolution Process

If you are dissatisfied with the outcome of your refund request, Via 313 offers the following dispute resolution process:

1. Internal Review: Submit a written dispute to [email protected] with the subject line "Refund Dispute – [Your Order Number]." Include all relevant documentation and a clear explanation of why you believe the initial decision was incorrect. Our management team will conduct a secondary review and respond within 5 business days.
2. Escalation: If the internal review does not resolve your concern, you may request escalation to a senior manager. We will acknowledge your escalation request within 2 business days and provide a final written decision within 10 business days.
3. Consumer Protection Agencies: If you believe your consumer rights have been violated, you may file a complaint with the Federal Trade Commission (FTC) at reportfraud.ftc.gov, or with your applicable state attorney general's office.
4. Credit Card Chargebacks: You have the right to dispute a charge with your credit card issuer. However, we ask that you contact us first to allow us the opportunity to resolve the matter directly, as we are committed to fair and transparent resolution.

11. Special Circumstances

We recognize that extraordinary circumstances can arise that are outside the normal scope of this policy. In cases involving:

• Severe weather or natural disasters affecting delivery
• Technical failures on our ordering platform
• Health-related concerns tied to food safety

Via 313 will evaluate each situation individually and apply reasonable discretion to ensure a fair outcome. Customer safety and satisfaction are always our primary concern.

12. Policy Amendments

Via 313 reserves the right to modify or update this Refund Policy at any time. Any changes will be reflected on this page with an updated effective date. We encourage customers to review this policy periodically. Your continued use of our services after any modifications constitutes your acceptance of the updated terms.

13. Contact Information for Refund Requests

For all refund-related inquiries, cancellations, and disputes, please contact Via 313 using the information below:

This Refund Policy was last reviewed and updated on April 25, 2026. All rights reserved by Via 313. This policy is intended to comply with applicable United States federal consumer protection laws, including the FTC Act (15 U.S.C. § 41 et seq.) and any applicable state regulations governing food service businesses.