Refund Policy

At Via 313, we are committed to providing our customers with high-quality food and an exceptional dining experience. We understand that there may be occasions when an order does not meet your expectations or circumstances require a cancellation. This Refund Policy outlines the conditions under which refunds, partial refunds, exchanges, and cancellations are handled. Please read this policy carefully before placing your order.

By placing an order through our website at pizza-via313.click or through any of our affiliated ordering channels, you acknowledge that you have read, understood, and agree to be bound by the terms of this Refund Policy. This policy is governed by applicable United States federal and state consumer protection laws, including the Federal Trade Commission Act (FTC Act) and any applicable state statutes.

1. Our Commitment to Quality

Via 313 takes great pride in the preparation and delivery of every order. Our team works diligently to ensure that every pizza and menu item is prepared fresh, accurately, and with the highest quality ingredients. If for any reason your order does not meet our quality standards or there has been an error on our part, we are here to make it right.

We encourage all customers to review their orders at the time of receipt and to contact us promptly if there is any issue. Timely communication allows us to resolve concerns quickly and to your satisfaction.

2. Eligibility Conditions for Refunds

A refund may be issued in the following circumstances:

• Incorrect Order: You received items that are different from what you ordered.
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food received was undercooked, spoiled, contaminated, or otherwise unfit for consumption.
• Significant Order Delay: Your order was delayed significantly beyond the quoted delivery or pickup time due to an error on our part, rendering the food unsuitable for consumption.
• Duplicate Charges: You were charged more than once for the same order due to a technical or processing error.
• Unauthorized Transaction: A charge was made to your payment method without your authorization, subject to verification.

Refunds are evaluated on a case-by-case basis. Via 313 reserves the right to request supporting evidence such as photographs of the food, order confirmation details, or a description of the issue before issuing a refund.

3. Timeframes for Refund Requests

To be eligible for a refund, customers must contact Via 313 within the following timeframes:

Requests submitted outside of these timeframes may not be eligible for a refund. We strongly encourage customers to inspect their orders immediately upon receipt.

4. Non-Refundable Items and Services

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

• Orders where the customer provided an incorrect delivery address.
• Orders that were correctly prepared according to the specifications placed but the customer changed their mind after preparation began.
• Delivery fees, where the delivery was successfully completed to the correct address.
• Tips and gratuities added at the time of ordering.
• Promotional items or orders placed using discount codes, unless the issue is attributable to an error by Via 313.
• Food items that have been partially or fully consumed prior to the refund request, except in cases of food safety concerns.
• Orders that were marked as delivered and confirmed received by the customer at the time of delivery.
• Service fees charged by third-party delivery platforms (refunds for third-party platform fees must be requested directly with those platforms).

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

To request a refund, please follow the steps outlined below:

1. Step 1 – Gather Your Information: Have your order confirmation number, the date and time of your order, your contact information, and any relevant evidence (such as photos of the incorrect or damaged items) ready.
2. Step 2 – Contact Us: Reach out to our customer support team via email at [email protected] or through the contact form available at pizza-via313.click.
3. Step 3 – Submit Your Claim: Clearly describe the issue in your message. Include your order number, a detailed explanation of the problem, and any supporting photographs or documentation.
4. Step 4 – Await Confirmation: Our customer service team will acknowledge your request within 1–2 business days and may ask follow-up questions to better understand your concern.
5. Step 5 – Resolution: Once your request has been reviewed and approved, we will notify you of the refund decision and initiate the appropriate remedy, which may include a full refund, partial refund, store credit, or replacement order.

We aim to resolve all refund requests in a fair, timely, and customer-friendly manner. Our team is here to help and appreciates your patience throughout the process.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the processing time will depend on your original method of payment:

Please note that while Via 313 processes refunds promptly upon approval, the actual timing of the credit appearing in your account is determined by your financial institution or payment processor and may vary. Via 313 is not responsible for delays caused by third-party financial institutions.

7. Partial Refunds

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

• Only certain items in the order were incorrect, missing, or unsatisfactory, while the remainder of the order was correct and acceptable.
• The customer consumed a portion of the order before discovering an issue with part of it.
• The order was delivered late but the food was still reasonably acceptable upon receipt.
• Certain customizations or add-ons were correct, while the base item was incorrect.

Partial refunds will be calculated based on the proportional cost of the affected item(s) relative to the total order value. Our customer service team will communicate the amount of any partial refund clearly before processing.

8. Exchange Policy

Due to the perishable nature of food products, Via 313 does not offer traditional product exchanges. However, in cases where an order was incorrect or a significant quality issue is identified, we may offer to:

• Remake and Redeliver: We will prepare and send the correct or replacement item at no additional cost, subject to availability and operating hours.
• Provide Store Credit: We may issue store credit equivalent to the value of the affected items, which can be applied to your next order at Via 313.
• Offer a Discount on a Future Order: In some situations, we may provide a discount code for use on a future visit or online order.

Our goal is to ensure you walk away satisfied. If a remake is not feasible due to timing or operational constraints, we will work with you to find the most appropriate solution.

9. Cancellation Policy

We understand that plans can change. Our cancellation policy is designed to be as accommodating as possible while reflecting the operational realities of food preparation:

9.1 Online and Phone Orders

• Cancellation Within 5 Minutes: If you contact us within 5 minutes of placing your order and the order has not yet entered preparation, you are eligible for a full refund.
• Cancellation After Preparation Begins: Once your order has entered the preparation stage, cancellations may not be accepted, or only a partial refund may be offered at Via 313's discretion.
• Cancellation After Dispatch: Orders that have already been dispatched for delivery cannot be cancelled. Please contact us if you encounter issues upon receipt.

9.2 In-Store Orders

In-store orders that have been placed and paid for are generally non-refundable once preparation has begun. If you placed an order in advance for a future date or time, please contact us at least 24 hours prior to the scheduled order time to request a cancellation and full refund.

9.3 Catering and Large Group Orders

For catering orders or large group orders (typically orders above a certain dollar threshold as communicated at the time of booking), the following cancellation terms apply:

• More than 48 hours' notice: Full refund issued.
• 24–48 hours' notice: 50% refund issued; the remaining balance may be applied as store credit.
• Less than 24 hours' notice: No refund will be issued due to the costs incurred in preparation.

All catering cancellation requests must be submitted in writing via email to [email protected].

10. Dispute Resolution Process

Via 313 is committed to resolving all customer concerns in a fair and timely manner. If you are not satisfied with the outcome of your refund request, we encourage you to follow the dispute resolution steps below:

1. Step 1 – Internal Escalation: Contact our customer service team at [email protected] and request that your case be escalated to a senior team member or manager. Please reference your original refund request number or correspondence.
2. Step 2 – Written Complaint: Submit a formal written complaint via email detailing your concern, the steps already taken, and the resolution you are seeking. We will respond within 5 business days with a written decision.
3. Step 3 – Third-Party Platform Disputes: If your order was placed through a third-party delivery platform (such as DoorDash, Uber Eats, or Grubhub), some disputes regarding service fees or platform-specific issues may need to be resolved directly with those platforms according to their respective policies.
4. Step 4 – Chargeback or Bank Dispute: If you believe you have been unlawfully charged, you have the right to contact your bank or credit card issuer to dispute the charge. However, we encourage customers to contact us directly first, as many issues can be resolved more quickly through our internal process.
5. Step 5 – Consumer Protection Agencies: If your dispute remains unresolved, you may file a complaint with the Federal Trade Commission (FTC) at ftc.gov or your applicable state consumer protection office. Customers in California may also exercise rights under the California Consumer Privacy Act (CCPA/CPRA) where applicable.

11. Third-Party Delivery Platforms

If you placed your order through a third-party food delivery application or platform, please note that certain aspects of the delivery experience may be governed by the terms and policies of that platform. While Via 313 is responsible for the preparation and quality of your food, delivery-related issues such as delays caused by the delivery driver or platform logistics may need to be addressed directly with the platform.

That said, if the issue is related to the food itself (quality, accuracy, missing items), please contact Via 313 directly and we will do our best to assist you regardless of the ordering channel.

12. Policy Updates

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 to stay informed of any updates. Continued use of our services following any changes constitutes your acceptance of the revised policy.

13. Contact Information for Refund Requests

If you have any questions about this Refund Policy, need to submit a refund request, or wish to speak with a member of our team, please reach out using the contact information below:

Our customer support team is available during regular business hours. We strive to respond to all inquiries within 1–2 business days. For urgent matters related to food safety, please contact us immediately via email and mark your message as urgent.