Refund Policy

Effective Date: May 9, 2026 | Last Updated: May 9, 2026

1. Overview

At Via 313, we are committed to providing our customers with the highest quality food and service. We understand that occasionally issues may arise with your order, and we want to ensure a fair and transparent process for resolving any concerns. This Refund Policy outlines the conditions under which refunds may be granted, the process for requesting a refund, and the timeframes you can expect for resolution.

By placing an order through our website at 313viapizza.digital or through any of our authorized ordering channels, you agree to the terms set forth in this Refund Policy. This policy is governed by applicable United States federal and state consumer protection laws, including guidelines set forth by the Federal Trade Commission (FTC).

2. Eligibility Conditions for Refunds

Via 313 will consider refund requests under the following circumstances. Not all situations automatically qualify for a full refund; eligibility is determined on a case-by-case basis based on the criteria below.

2.1 Qualifying Conditions

• Incorrect Order: You received an item or items that were not part of your original order, or your order was significantly different from what was described on our menu.
• Missing Items: One or more items from your order were missing upon delivery or pickup.
• Food Quality Issues: The food received was not prepared to acceptable standards, including but not limited to being undercooked, spoiled, or containing foreign objects.
• Allergic Reactions Due to Mislabeling: If a food item caused an allergic reaction due to undisclosed ingredients that were not listed on our menu, you may be eligible for a refund. Please seek medical attention first and contact us immediately.
• Failed Delivery: Your order was never delivered, and you did not receive any delivery from our service despite waiting the expected delivery window.
• Duplicate Charges: Your payment method was charged more than once for a single order due to a technical error.
• Order Cancellation by Via 313: In rare cases, we may need to cancel your order due to ingredient unavailability, staffing issues, or other operational reasons. In such cases, a full refund will be issued automatically.

2.2 Non-Qualifying Conditions

Refunds will generally not be issued under the following circumstances:

• You simply changed your mind after the order was confirmed and preparation began.
• You provided an incorrect delivery address and the order was delivered to the wrong location as a result.
• You were unavailable to receive your delivery after multiple attempts.
• Dissatisfaction based on personal taste preferences when the food was prepared correctly as described.
• Orders that have been substantially consumed or used.
• Requests made outside the allowable timeframe as described in Section 3.
• Promotional, discounted, or complimentary items provided at no charge.

3. Timeframes for Refund Requests

Timeliness is critical when submitting a refund request, particularly for food orders where quality concerns must be assessed promptly. Via 313 operates under the following timeframes:

Refund requests submitted outside of these timeframes may be declined at the sole discretion of Via 313. We strongly encourage customers to inspect their orders immediately upon receipt and contact us as soon as any issue is identified.

4. Non-Refundable Items and Services

The following items and charges are generally non-refundable:

• Delivery Fees: Third-party delivery fees charged by external platforms or delivery partners are non-refundable unless the order was never delivered due to an error on our part.
• Service Fees and Platform Fees: Any processing, service, or platform fees collected at the time of order are non-refundable once the order has been confirmed.
• Promotional and Free Items: Items provided as part of a promotion, special offer, or complimentary addition are not eligible for cash refunds.
• Gift Cards and Vouchers: Digital or physical gift cards purchased from Via 313 are non-refundable once purchased, though they may be used for future orders.
• Special Event or Catering Deposits: Deposits paid for catering bookings or special events are non-refundable if cancellation occurs within 48 hours of the scheduled event date.
• Consumed or Substantially Used Orders: Orders where more than 50% of the food has been consumed are not eligible for a refund based on quality claims.

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

To ensure your refund request is processed as efficiently as possible, please follow the steps outlined below:

Step 1: Document the Issue

Take clear photographs of the food item(s) in question, including any packaging, labels, or receipts. If the issue involves missing items, take a photo of what was received alongside your order receipt for comparison.

Step 2: Contact Via 313

Reach out to our customer support team using one of the following methods within the applicable timeframe:

• Email: [email protected]
• Website: 313viapizza.digital (use the Contact or Support page)

Step 3: Provide Required Information

When submitting your refund request, please include the following details:

1. Full name and contact information used for the order
2. Order confirmation number or reference ID
3. Date and time of the order
4. A clear description of the issue
5. Supporting photos or documentation (where applicable)
6. Your preferred refund method (original payment method or store credit)

Step 4: Await Review

Our customer support team will review your request within 1–3 business days. We may contact you for additional information or clarification. Please monitor the email address associated with your order for any follow-up communications.

Step 5: Receive Decision

You will receive a written response via email confirming whether your refund request has been approved, partially approved, or denied. 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, the time it takes to receive your funds depends on your original payment method. Please refer to the table below for estimated processing times:

Please note that Via 313 initiates the refund on our end promptly upon approval; however, the final credit to your account is subject to your bank's or payment processor's internal processing schedules, which are outside of our control.

7. Partial Refunds

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

• Partially Missing Order: If only a portion of your order was missing, a refund corresponding to the value of the missing items will be issued.
• Partially Consumed Order with Valid Quality Complaint: If a quality issue is reported for a partially consumed item, a partial refund reflecting the unconsumed portion may be offered.
• Late Delivery: If your delivery was significantly delayed beyond the estimated delivery time and the food quality was compromised as a result, a partial refund may be offered at our discretion.
• Substituted Items: If an item was unavailable and substituted without your explicit consent, you may receive a refund for the price difference.

The amount of any partial refund will be determined by Via 313 on a case-by-case basis after reviewing the details of your complaint. You will be notified of the partial refund amount before it is processed, and you may either accept the partial refund or escalate the matter through our dispute resolution process outlined in Section 10.

8. Cancellation Policy

We understand that circumstances change, and you may need to cancel an order. Our cancellation policy is as follows:

8.1 Standard Orders (Online / Delivery / Pickup)

• Before Food Preparation Begins: If you cancel your order before our kitchen has started preparing it, you are eligible for a full refund. Cancellation requests must be submitted immediately after placing the order.
• After Food Preparation Has Begun: Once food preparation has commenced, we are unable to offer a full refund. In some cases, a store credit may be offered at our discretion.
• After Order Has Been Dispatched for Delivery: Orders that have already been dispatched cannot be cancelled. No refund will be issued in this case.

8.2 Catering and Large Group Orders

• More than 72 hours before scheduled delivery/pickup: Full refund of any deposit paid.
• Between 48–72 hours before scheduled delivery/pickup: 50% refund of the deposit.
• Less than 48 hours before scheduled delivery/pickup: No refund on deposit. Full payment may be required depending on the scope of the order.

To cancel an order, contact us immediately at [email protected] or through our website at 313viapizza.digital. Please include your order number in your cancellation request.

9. Exchange Policy

Due to the perishable nature of food products, Via 313 does not offer traditional item exchanges in the same manner as a retail store. However, we are committed to making things right when an error occurs on our part.

9.1 Order Correction / Re-Delivery

If you received the wrong items or an item was prepared incorrectly, we may offer to re-prepare and re-deliver the correct order at no additional charge, subject to the following conditions:

• The issue is reported within 2 hours of receiving the original order.
• You are located within our delivery zone and our kitchen is still operational at the time of the re-delivery request.
• The original incorrect item(s) may need to be made available for pickup or photographic evidence must be provided.

9.2 Store Credit Option

In lieu of a cash refund or re-delivery, customers may choose to receive a store credit of equal or greater value to the affected items. Store credit is valid for 90 days from the date of issuance and may be applied to any future order placed through 313viapizza.digital.

10. Dispute Resolution Process

If you are not satisfied with our response to your refund request, or if you believe your concern has not been adequately addressed, you may escalate your complaint through our formal dispute resolution process.

10.1 Internal Escalation

Submit a written escalation request to [email protected] with the subject line "Refund Dispute Escalation – [Your Order Number]". Please include a summary of your original complaint, the response you received, and a clear explanation of why you believe the initial decision was incorrect. A senior member of our team will review your escalation and respond within 5 business days.

10.2 Chargeback Rights

If you paid by credit or debit card and believe you are entitled to a refund that we have declined to issue, you retain the right to initiate a chargeback through your card issuer or bank. We ask that you first exhaust our internal resolution process before pursuing a chargeback, as chargebacks can result in additional administrative complications for both parties.

10.3 Third-Party Platform Orders

If your order was placed through a third-party delivery platform such as DoorDash, Uber Eats, Grubhub, or similar services, the refund and dispute resolution process may be governed by the terms of that platform. In such cases, we encourage you to contact the respective platform directly, though we will cooperate with any legitimate investigations they conduct.

10.4 Consumer Protection Resources

As a U.S.-based business, you also have the right to file a complaint with the following agencies if you believe your consumer rights have been violated:

• Federal Trade Commission (FTC): www.ftc.gov
• Better Business Bureau (BBB): www.bbb.org
• Your state's Attorney General Office for consumer protection matters

11. Health and Safety Concerns

If you believe a food item caused illness or an adverse health reaction, please prioritize your health and seek medical attention immediately. After doing so, please contact us as soon as possible so we can investigate the matter thoroughly. You may also be required to report the incident to your local health department. Via 313 takes food safety extremely seriously and will cooperate fully with any health authority investigations.

12. Changes to This 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 313viapizza.digital. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage you to review this policy periodically. Continued use of our services after any changes constitutes your acceptance of the updated policy.

13. Contact Information for Refund Requests

For all refund requests, cancellations, or related inquiries, please contact Via 313 using the information below. Our team is dedicated to resolving your concerns in a timely and fair manner.

This Refund Policy was last reviewed and updated on May 9, 2026. Via 313 is committed to maintaining transparent and fair business practices in accordance with applicable United States consumer protection laws and FTC guidelines.