Refund Policy

Effective Date: April 30, 2026 | Last Updated: April 30, 2026

1. Introduction

At Via 313, we are committed to delivering an exceptional dining experience and high-quality food products to every customer. We understand that there may be occasions where an order does not meet your expectations, and we have developed this Refund Policy to address those situations fairly and transparently.

This policy outlines the conditions under which refunds, partial refunds, exchanges, and cancellations may be granted. By placing an order with Via 313 — whether online through 313viapizza.rest, via phone, or in-person — you acknowledge and agree to the terms set forth in this Refund Policy.

Our goal is to resolve any issues promptly and ensure your satisfaction. We encourage all customers to review this policy prior to ordering so that expectations are clearly understood by all parties.

2. Eligibility Conditions for Refunds

Via 313 will consider refund requests under the following circumstances:

• Incorrect Order: You received an item that is different from what you ordered (e.g., wrong pizza toppings, incorrect size, or wrong menu item).
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food you received was undercooked, overcooked, spoiled, or otherwise not prepared to acceptable food safety standards.
• Damaged or Compromised Items: The food or packaging arrived in a condition that renders the product unsuitable for consumption.
• Unauthorized Charges: You were charged for an item or order that you did not place or authorize.
• Failed or Duplicate Transactions: A technical error resulted in you being charged more than once for the same order.

Refund eligibility is determined on a case-by-case basis. Via 313 reserves the right to request photographic evidence or additional documentation to verify the stated issue before processing any refund.

3. Timeframes for Refund Requests

To ensure your refund request is properly evaluated, please adhere to the following timeframes:

Refund requests submitted outside of these timeframes may not be honored. We strongly encourage customers to inspect their order immediately upon receipt and to contact us promptly if any issues are identified.

4. Non-Refundable Items and Services

Certain items and circumstances are not eligible for a refund. These include, but are not limited to:

• Orders that have been consumed, partially consumed, or tampered with after delivery or pickup, unless a food safety issue is identified.
• Orders where the customer provided an incorrect delivery address and the food was delivered to that address.
• Delays caused by third-party delivery platforms or services not directly operated by Via 313.
• Customer dissatisfaction based on personal taste preferences, where the food was prepared correctly and according to the order specifications.
• Promotional items, free items, or complimentary add-ons provided as part of a special offer.
• Gift cards or store credit once redeemed.
• Service fees, delivery fees, or platform fees charged by third-party delivery services.
• Orders that were refused at the time of delivery without prior notice or valid reason.

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

To submit a refund request with Via 313, please follow the steps outlined below:

1. Step 1 — Gather Your Information: Before contacting us, collect the following details:
   • Your full name and contact information
   • Your order number or confirmation email
   • Date and time of the order
   • Description of the issue (e.g., missing item, wrong order, quality concern)
   • Photographic evidence, if applicable
2. Step 2 — Contact Via 313: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: 313viapizza.rest
3. Step 3 — Provide Details: Clearly explain the nature of your issue and include all relevant information gathered in Step 1. Attach any supporting photos or documentation to your email or message.
4. Step 4 — Await Acknowledgment: Our customer service team will acknowledge receipt of your request within 1 to 2 business days.
5. Step 5 — Review and Decision: Via 313 will investigate your request and determine whether a refund, partial refund, replacement, or store credit is appropriate. We will notify you of our decision via the contact information provided.
6. Step 6 — Refund Processing: If your refund is approved, it will be processed using the original payment method where applicable, within the timeframes specified in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved by Via 313, processing times will vary depending on the original payment method used:

Please be aware that while Via 313 processes refunds promptly upon approval, the actual time the funds appear in your account depends on your financial institution's policies and may take additional time beyond our stated processing windows.

7. Partial Refunds

In certain situations, Via 313 may offer a partial refund rather than a full refund. Partial refunds may be issued under the following conditions:

• Only one or a few items in an otherwise correct order were missing or incorrect.
• A food quality issue affected only part of the order, while the remainder was satisfactory.
• The customer partially consumed the food before identifying an issue, yet the issue is verifiable and legitimate.
• An item was substituted due to ingredient unavailability, and you were informed of the substitution but the replacement did not meet your expectations.

The amount of a partial refund will be calculated based on the price of the specific item(s) affected, including any applicable taxes. Delivery fees and service charges are generally not included in partial refund calculations unless the entire order is refunded.

8. Cancellation Policy

Via 313 begins preparing food orders promptly after they are received to ensure freshness and timely delivery. As a result, our cancellation window is limited:

8.1 Online and Phone Orders

• Orders may be cancelled for a full refund within 5 minutes of placement, provided preparation has not yet begun.
• After 5 minutes, or once food preparation has commenced, cancellations may not be accepted, and refunds will not be issued.
• To request a cancellation, contact us immediately by email at [email protected] or by visiting our location directly.

8.2 In-Store Orders

• In-store orders may be cancelled before they are submitted to the kitchen. Once submitted, cancellations are at the discretion of the Via 313 team and cannot be guaranteed.

8.3 Catering and Large Group Orders

• Catering or large group orders require a minimum of 48 hours' notice for cancellation to receive a full refund.
• Cancellations made between 24 and 48 hours prior to the scheduled order time may be eligible for a 50% refund.
• Cancellations made with less than 24 hours' notice are not eligible for a refund, as ingredients and preparation resources will have already been committed.

9. Exchange Policy

Via 313 offers replacements or exchanges in certain situations as an alternative to a monetary refund. Exchanges are subject to the following conditions:

• An exchange may be offered when an incorrect item was delivered and the correct item can be prepared and delivered or made available for pickup within a reasonable timeframe.
• Exchanges must be requested within 2 hours of receiving the original order.
• Exchanges are subject to ingredient and menu item availability at the time of the request.
• Via 313 will cover any costs associated with correcting an order that was incorrect due to our error. No additional charge will be applied to the customer for a valid exchange request.
• If a direct exchange is not possible (e.g., location is closed, item is unavailable), Via 313 will offer store credit or a monetary refund as an alternative.

10. Third-Party Delivery Platform Orders

If you placed your order through a third-party delivery platform such as DoorDash, Uber Eats, Grubhub, or any similar service, please be aware of the following:

• Refund requests for orders placed through third-party platforms must be submitted directly to that platform in accordance with their respective refund and dispute policies.
• Via 313 does not have direct access to payment information processed through third-party platforms and therefore cannot issue refunds for those transactions directly.
• However, if you believe the issue originated with the preparation of your food rather than the delivery, you are welcome to contact us at [email protected], and we will work cooperatively with the platform to help resolve your concern.

11. Dispute Resolution Process

Via 313 is committed to resolving all customer concerns amicably and efficiently. If you are dissatisfied with the outcome of a refund request, you may follow the dispute resolution process outlined below:

11.1 Internal Escalation

If your initial refund request was not resolved to your satisfaction, you may escalate your concern by sending a written request to [email protected] with the subject line "Refund Dispute — Escalation Request." Please include your original case or order number, a description of the original issue, and the resolution you are seeking. A senior member of our team will review your escalated request within 3 to 5 business days and provide a final written response.

11.2 Consumer Protection Resources

Customers in the United States have access to consumer protection resources if they believe their issue has not been resolved fairly. You may file a complaint with:

• The Federal Trade Commission (FTC): www.ftc.gov — The FTC Act protects consumers against unfair or deceptive business practices.
• The Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov — For issues related to payment processing or unauthorized charges.
• Your State Attorney General's Office — For state-specific consumer protection laws applicable to your location.
• California Residents: Additional rights may apply under the California Consumer Privacy Act (CCPA/CPRA) and California consumer protection statutes.

11.3 Chargebacks

We strongly encourage customers to contact Via 313 directly before initiating a chargeback with their bank or credit card provider. We are committed to working with you to find a fair resolution. Initiating a chargeback without first attempting resolution through Via 313 may result in a delay of your resolution and may affect your ability to place future orders with us.

12. Amendments to This Policy

Via 313 reserves the right to update, modify, or revise this Refund Policy at any time without prior notice. Changes will be effective immediately upon posting to our website at 313viapizza.rest. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage customers to review this policy periodically to stay informed of any changes. Continued use of our services following any posted changes constitutes your acceptance of the revised policy.

13. Contact Information for Refund Requests

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