Refund Policy

Effective Date: April 11, 2026 | Last Updated: April 11, 2026

1. Overview

This Refund Policy applies to all purchases made through our website at via313-pizzas.rest, through third-party delivery platforms associated with Via 313, and directly at our physical locations. By placing an order with Via 313, you agree to the terms outlined in this policy.

As a food service business operating in the United States, our refund practices are governed by applicable federal and state consumer protection laws, including guidelines established by the Federal Trade Commission (FTC) under the FTC Act. We strive to handle all refund requests fairly, transparently, and in a timely manner.

2. Eligibility Conditions for Refunds

We want every customer to be fully satisfied with their Via 313 experience. Refunds may be issued under the following circumstances:

• Incorrect Order: You received an item that is different from what you ordered (e.g., wrong pizza toppings, wrong size, missing ingredients).
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food delivered or picked up was undercooked, overcooked, spoiled, or otherwise not up to an acceptable standard of quality.
• Allergic Reactions or Ingredient Errors: If your order contained an ingredient you specifically requested to be omitted due to dietary restrictions or allergies and this was not honored, you may be eligible for a refund or replacement.
• Damaged Food: Your order arrived in a condition that rendered it inedible due to improper packaging or handling during delivery.
• Order Not Received: Your order was confirmed and paid for but never delivered or made available for pickup, and no resolution was offered by the delivery provider or our staff.
• Duplicate Charges: You were charged more than once for the same order due to a technical error.

Refunds are evaluated on a case-by-case basis. Via 313 reserves the right to request supporting documentation, such as photos of the food item, order receipts, or written descriptions of the issue, before processing any refund.

3. Timeframes for Refund Requests

To be eligible for a refund, you must contact Via 313 within the timeframes listed below:

Requests submitted after these timeframes may not be eligible for a refund. We strongly encourage you to inspect your order upon receipt and contact us immediately if there is a problem.

4. Non-Refundable Items and Services

The following items and circumstances are generally not eligible for refunds:

• Change of Mind: Refunds will not be issued simply because you changed your mind about your order after it was prepared or delivered.
• Consumed Food: If the majority of a food item has been consumed, it will not be eligible for a refund unless there is a verifiable quality or safety issue.
• Customization Errors by Customer: If you entered incorrect customization details at the time of ordering (wrong toppings, wrong size, wrong delivery address), Via 313 is not responsible for the resulting dissatisfaction.
• Delivery Delays by Third Parties: Via 313 is not responsible for delays caused by third-party delivery services. Refund requests solely due to late delivery by a third-party platform should be directed to that platform.
• Promotional or Discounted Items: Items purchased through special promotions or with discount codes may not be eligible for cash refunds but may qualify for store credit at our discretion.
• Gift Cards: Gift card purchases are non-refundable but may be transferred to another customer.
• Catering Deposits: Non-refundable deposits made for catering orders, as described in our Cancellation Policy below.

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

To submit a refund request, please follow these steps:

1. Step 1 – Gather Your Information: Before contacting us, collect the following details: your order number, the date and time of the order, the items you believe are incorrect or missing, and any photos or evidence supporting your claim.
2. Step 2 – Contact Via 313: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: via313-pizzas.rest
3. Step 3 – Describe Your Issue: In your message, clearly describe the problem with your order. Include your full name, contact information, order number, what you ordered, what you received, and what resolution you are seeking (refund, replacement, or store credit).
4. Step 4 – Submit Supporting Evidence: If applicable, attach photos of the incorrect, missing, or unsatisfactory food items. Clear images greatly help us resolve your case quickly.
5. Step 5 – Wait for Confirmation: Our team will acknowledge your request within 1–2 business days. We may ask follow-up questions or request additional documentation.
6. Step 6 – Resolution: Once your claim is reviewed, we will notify you of our decision via the contact information you provided. If approved, your refund will be processed according to the timeframes described 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 Via 313 processes refunds promptly upon approval, your financial institution may take additional time to reflect the credit in your account. Via 313 is not responsible for delays caused by banks or payment processors.

7. Partial Refunds

In some situations, a partial refund may be more appropriate than a full refund. Partial refunds may be granted under the following conditions:

• Only a portion of your order was incorrect, missing, or unsatisfactory.
• You received a substitute item that was of lesser value than what you originally ordered.
• A food item was partially consumed before a quality issue was discovered.
• A catering order was partially fulfilled due to circumstances outside Via 313's control.
• A discount or promotional price was applied to part of your order, affecting the refundable amount.

The amount of a partial refund will be calculated based on the proportional value of the affected items in relation to your total order. Our customer service team will communicate the partial refund amount to you before processing.

8. Exchange Policy

In many cases where an incorrect or unsatisfactory item was delivered or prepared, Via 313 may offer an exchange or replacement as an alternative to a monetary refund. Our exchange policy works as follows:

• In-Store Orders: If you are dining in or picking up and discover an error before leaving the restaurant, please notify our staff immediately. We will do our best to correct your order at no additional charge.
• Delivery Orders: If your delivered order has an error, we may offer to prepare and deliver a replacement item, subject to our operating hours and delivery availability in your area.
• Exchanges vs. Refunds: Customers who accept an exchange or replacement item are generally not also eligible for a monetary refund for the same issue, unless the replacement also fails to meet reasonable quality standards.
• Timing for Exchanges: Exchange requests must be made within the same timeframes applicable to refund requests (see Section 3).

9. Cancellation Policy

We understand that plans can change. Please review our cancellation policy carefully before placing an order:

9.1 Standard Orders (Online or Phone)

• Before Preparation Begins: If you cancel your order before our kitchen begins preparing it, you are entitled to a full refund.
• After Preparation Has Begun: Once preparation has started, cancellations may not be accepted, or only a partial refund may be issued at the discretion of management.
• After Dispatch (Delivery Orders): Orders that have already been dispatched for delivery cannot be cancelled.

To cancel an order, contact us immediately by email at [email protected] or visit our website at via313-pizzas.rest. Cancellation requests must be submitted as quickly as possible, as preparation times can be very short.

9.2 Catering and Large Group Orders

• Catering orders typically require a deposit at the time of booking. This deposit is non-refundable if the order is cancelled within 48 hours of the scheduled event.
• Cancellations made more than 72 hours in advance of the event may be eligible for a full refund of the deposit, at the discretion of Via 313 management.
• Cancellations between 48 and 72 hours before the event may result in a partial refund or store credit.
• No refunds will be issued for catering orders cancelled on the day of the event.

10. Dispute Resolution Process

If you are not satisfied with our response to your refund request, Via 313 offers the following dispute resolution process:

10.1 Internal Escalation

If your refund request is denied or you feel it was not handled appropriately, you may request an escalated review by contacting us at [email protected] with the subject line "Refund Dispute – Escalation Request." Please include your original request details and a clear explanation of why you believe the initial decision was incorrect. Our management team will review the case within 5 business days and provide a final decision.

10.2 Chargeback Rights

As a consumer in the United States, you may have the right to dispute a charge with your credit card company or bank if you believe you were billed incorrectly or did not receive the goods or services you paid for. This right is governed by the Fair Credit Billing Act (FCBA) for credit cards and Regulation E for debit cards. We encourage you to first attempt to resolve the matter directly with Via 313 before initiating a chargeback, as we are committed to fair resolution.

10.3 Consumer Protection Resources

If you believe your consumer rights have been violated, you may contact the following agencies:

• Federal Trade Commission (FTC): www.ftc.gov or 1-877-FTC-HELP
• Your State Attorney General's Office: Contact information varies by state.
• Better Business Bureau (BBB): www.bbb.org

10.4 Informal Mediation

Before pursuing formal legal action, both parties agree to make a good-faith effort to resolve any disputes informally. Via 313 is committed to working with customers to find fair and reasonable solutions to any problems that arise.

11. Policy Updates

Via 313 reserves the right to update or modify this Refund Policy at any time. Changes will be posted on our website at via313-pizzas.rest with a revised effective date. Your continued use of our services following any changes constitutes acceptance of the updated policy. We encourage you to review this policy periodically.

12. Contact Information

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