Refund Policy

Effective Date: April 10, 2026 | Last Updated: April 10, 2026

1. About This Policy

This Refund Policy applies to all orders placed through our website at pizzas-via313.rest, by phone, or in person at any Via 313 location. By placing an order with Via 313, you agree to the terms set forth in this policy. This policy is governed by the laws of the United States and applicable state consumer protection regulations, including guidelines enforced by the Federal Trade Commission (FTC) under the FTC Act.

Via 313 is committed to fair and transparent business practices. If you have questions about this policy at any time, please reach out to us directly at [email protected].

2. Eligibility Conditions for Refunds

We want every customer to enjoy a great experience with Via 313. Refunds may be issued under the following circumstances:

• Incorrect Order: You received an item that is different from what you ordered (wrong pizza, wrong toppings, wrong size, or wrong quantity).
• Missing Items: One or more items from your order were not delivered or not included in your pickup order.
• Food Quality Issues: The food was undercooked, overcooked, spoiled, or otherwise did not meet reasonable quality standards at the time of delivery or pickup.
• Delivery Issues: Your order was significantly delayed beyond the estimated delivery window due to circumstances within Via 313's control, causing the food to arrive in an unsatisfactory condition.
• Duplicate Charges: You were charged more than once for the same order due to a technical or billing error.
• Allergic Reactions Due to Incorrect Preparation: If you clearly specified an allergy or dietary restriction and the order was not prepared accordingly, you may be eligible for a full refund. Documentation may be requested in serious cases.

Refund requests that fall outside these categories will be evaluated on a case-by-case basis at the discretion of Via 313 management.

3. Timeframes for Refund Requests

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

Requests submitted after these timeframes may not be honored. We encourage you to inspect your order promptly upon receipt and contact us as soon as possible if there is an issue.

4. Non-Refundable Items and Situations

The following situations are generally not eligible for a refund:

• Change of Mind: Orders that have already been prepared cannot be refunded simply because you changed your mind or no longer want the items.
• Customization Regrets: If you requested specific customizations (extra toppings, sauce substitutions, etc.) and the order was prepared correctly as specified, no refund will be issued based on dissatisfaction with the customization choice.
• Partially Consumed Orders: Orders that have been substantially consumed are generally not eligible for a full refund. Partial refunds may be considered in certain situations (see Section 7).
• Third-Party Delivery Issues: If your order was delivered via a third-party delivery platform (such as DoorDash, Uber Eats, or Grubhub), refund requests related to delivery conditions must be directed to the respective platform. Via 313 is not responsible for issues arising from third-party delivery services once the order leaves our kitchen in proper condition.
• Incorrect Address or Contact Information: If a delivery was not completed because you provided incorrect contact or address details, no refund will be issued.
• Promotional or Discounted Items: Items purchased using promotional codes, coupons, or special deals may have limited refund eligibility. The refund amount, if approved, will reflect the actual price paid rather than the full menu price.
• Gift Cards and Store Credit: Gift cards and store credits are non-refundable and cannot be exchanged for cash.

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

If you believe you are eligible for a refund, please follow these steps:

1. Step 1 – Contact Us Promptly: Reach out to Via 313 within the applicable timeframe (see Section 3). You can contact us via:
   • Email: [email protected]
   • Website: pizzas-via313.rest
2. Step 2 – Provide Your Order Details: When contacting us, please have the following information ready:
   • Your full name
   • Order number or confirmation number
   • Date and time of the order
   • Delivery or pickup location
   • A clear description of the issue
3. Step 3 – Submit Supporting Evidence (if applicable): Whenever possible, please provide photographic evidence of the issue (e.g., photos of incorrect items, missing items, or food quality problems). This helps us process your request more efficiently and accurately.
4. Step 4 – Review by Our Team: Once we receive your request, a member of our team will review the information provided. We aim to respond to all refund requests within 1–2 business days.
5. Step 5 – Resolution: After reviewing your request, we will notify you of our decision via the contact method you provided. If your refund is approved, we will process it according to the timeframes outlined in Section 6.

6. Refund Processing Times by Payment Method

Once a refund has been approved by our team, please allow the following processing times depending on your original payment method:

Please note that while Via 313 processes refunds promptly upon approval, the actual time for funds to appear in your account may vary depending on your bank or financial institution. We do not control processing times on the part of third-party financial entities.

7. Partial Refunds

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

• Only certain items in a multi-item order were incorrect or missing, and the remaining items were satisfactory.
• The food was partially consumed before the quality issue was discovered, suggesting the problem was not immediately apparent.
• An order was delivered with a minor issue (such as a missing dipping sauce or a slight variance in toppings) that does not warrant a full refund but warrants some form of compensation.
• The customer accepted part of the order and only a specific component requires remediation.

The amount of a partial refund will be determined at the discretion of Via 313 management based on the nature and extent of the issue. We will communicate clearly with you regarding the proposed partial refund amount before processing.

8. Exchange Policy

In lieu of a monetary refund, Via 313 may offer to replace or re-make an order that did not meet our standards. The following exchange options may be available:

• Order Replacement: If your order was incorrect or did not meet quality standards, we may offer to prepare and deliver (or have available for pickup) a replacement order at no additional charge. This option is available when the original issue can be corrected promptly.
• Store Credit: In some cases, rather than a monetary refund, we may offer store credit of equal or greater value to be applied toward a future order at Via 313. Store credits are non-transferable and cannot be exchanged for cash.
• Complimentary Item: For minor issues, we may offer a complimentary item (such as a free dessert, appetizer, or beverage) as a goodwill gesture on your next visit or order.

You are not required to accept an exchange in place of a refund if you are otherwise eligible for one. However, we encourage you to consider these alternatives, as they often result in faster resolution.

9. Cancellation Policy

Because Via 313 begins preparing food orders shortly after they are received, our cancellation window is limited. Please review the following cancellation guidelines:

9.1 Online and Phone Orders

• Cancellations must be requested within 5 minutes of placing the order to be eligible for a full refund.
• If more than 5 minutes have passed and food preparation has already begun, the order cannot be cancelled and no refund will be issued.
• If the order has not yet entered preparation (as confirmed by our team), a cancellation may still be accepted.

9.2 Catering and Large Group Orders

• Catering orders or large group orders require at least 48 hours' notice for cancellation to receive a full refund.
• Cancellations made between 24 and 48 hours before the scheduled order time may receive a 50% refund.
• Cancellations made less than 24 hours in advance are not eligible for a refund due to the preparation and staffing resources already committed.

9.3 How to Cancel

To request a cancellation, contact us immediately at [email protected] or visit pizzas-via313.rest. Please include your order number and reason for cancellation in your message.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund or cancellation request, Via 313 provides the following dispute resolution process:

10.1 Internal Escalation

If your initial refund request has been denied or you feel the resolution offered is not adequate, you may escalate the matter by requesting a review by a Via 313 manager. To do so, send a detailed written explanation of your concern to [email protected] with the subject line: "Refund Dispute – [Your Order Number]". A senior team member will review your case within 3–5 business days and provide a written response.

10.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute charges with your bank or credit card issuer if you believe a charge was made in error or without authorization. This is known as a "chargeback." While we encourage you to first attempt resolution directly with Via 313, we recognize that you retain this right under applicable U.S. consumer protection law, including regulations governed by the FTC Act.

10.3 Third-Party Mediation

In the unlikely event that a dispute cannot be resolved through direct communication or internal escalation, both parties agree to attempt resolution through a neutral third-party mediator before pursuing any formal legal action. Mediation costs shall be shared equally between the parties unless otherwise agreed.

10.4 Consumer Protection Resources

If you feel your consumer rights have been violated, you may also file a complaint with the following agencies:

• Federal Trade Commission (FTC): www.ftc.gov
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your state's Attorney General Office or Consumer Protection Division

11. Changes to This Refund Policy

Via 313 reserves the right to update or modify 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. Continued use of our services following any changes to this policy constitutes your acceptance of those changes.

12. Contact Information for Refund Requests

For all refund-related inquiries, cancellations, or disputes, please contact us using the information below. We are committed to responding to all inquiries in a timely and professional manner.