Refund Policy

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

1. Introduction

At Via 313, we are committed to delivering an exceptional dining experience and ensuring that every customer is satisfied with their order. We take pride in the quality of our food and service. However, we understand that there are occasions when an order may not meet your expectations, or circumstances may arise that require a refund or order adjustment.

This Refund Policy has been established to provide clear, transparent, and fair guidelines for handling refund requests, cancellations, and disputes. This policy complies with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act, and any applicable state regulations governing food service businesses.

If you have any questions or concerns regarding this policy, please do not hesitate to contact us at [email protected] before or after placing your order.

2. Eligibility Conditions for Refunds

Via 313 evaluates refund requests on a case-by-case basis. To be eligible for a refund, one or more of the following conditions must be met:

• Incorrect Order: You received an item that was different from what you ordered (wrong pizza, wrong toppings, wrong size, or wrong item entirely).
• Missing Items: Part of your order was not included in your delivery or pickup bag.
• Food Quality Issues: The food received was undercooked, overcooked, spoiled, or otherwise unfit for consumption at the time of receipt.
• Allergic Reaction Risk: An allergen was present in your order that was not disclosed or was explicitly requested to be excluded.
• Significant Delay: Your delivery order was delayed beyond a reasonable time window as communicated at checkout, rendering the food unsatisfactory upon arrival.
• Duplicate Charge: You were charged more than once for the same order due to a payment processing error.
• Order Never Arrived: A delivery order was confirmed as dispatched but never arrived at the specified delivery address.

Refund requests that do not meet at least one of the conditions above may not be approved. We reserve the right to request photographic evidence or other supporting documentation to process your claim.

3. Non-Refundable Items and Situations

Certain items and situations are not eligible for a refund. Please review the following carefully:

4. Timeframes for Refund Requests

Timeliness is critical when submitting a refund request, particularly for food orders where quality degrades rapidly after preparation. Via 313 enforces the following timeframe requirements:

• Food Quality or Incorrect Order Issues: Refund requests must be submitted within 2 hours of receiving your order for the best possible evaluation and resolution.
• Missing Items: Must be reported within 2 hours of receiving your order.
• Non-Arrival of Delivery: If your order has not arrived within the estimated delivery window, please contact us within 24 hours of the expected delivery time.
• Duplicate Charges or Billing Errors: Must be reported within 7 business days of the charge appearing on your payment statement.

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

To request a refund, please follow these steps carefully to ensure your request is processed as quickly as possible:

1. Gather Your Order Information: Before contacting us, have your order number, date of purchase, items ordered, and payment method ready. This information helps us locate your order quickly.
2. Document the Issue: If your refund request is related to food quality, an incorrect item, or missing items, please take clear photographs of the issue. This documentation significantly speeds up the review process.
3. Contact Via 313: Reach out to our customer service team using one of the following methods:
   • Email: [email protected]
   • Website: pizzavia313.click
4. Describe the Issue Clearly: In your message, include a clear description of the problem, your order details, and any photographs or supporting evidence. The more detail you provide, the faster we can assist you.
5. Wait for Confirmation: Our team will acknowledge your request within 1 to 2 business days and may follow up with additional questions if needed.
6. Resolution: Once your request has been reviewed and approved, we will notify you of the refund amount and the method by which it will be returned to you. See Section 6 for processing times.

6. Refund Processing Times by Payment Method

Once your refund has been approved, the time it takes to receive your refund depends on your original payment method. Please refer to the table below:

Please note that Via 313 does not control the processing times of financial institutions. Once we initiate a refund, your bank or payment provider is responsible for the final delivery of funds to your account. If you have not received your refund after the estimated timeframe, please contact your bank before reaching out to us.

7. Partial Refunds

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

• Only a portion of your order was incorrect, missing, or unsatisfactory.
• You received an order with a minor quality issue that does not justify a full refund (e.g., one topping was missing from a pizza).
• You have already consumed a significant portion of your order before identifying an issue.
• A promotional discount was applied to your order, and the refund will reflect only the amount actually paid.
• A delivery fee is non-refundable but the food portion of your order qualifies for a refund.

The amount of a partial refund will be determined at the sole discretion of Via 313 based on the nature and extent of the issue reported. We will always aim to provide a fair resolution that reflects the value of what was unsatisfactory.

8. Exchange Policy

Via 313 is pleased to offer order exchanges in limited circumstances. Because our products are freshly prepared food items, exchanges are subject to the following conditions:

• Incorrect Item Received: If you received a completely different item than what you ordered, we will prepare and deliver or make available for pickup the correct item at no additional charge, subject to availability.
• Exchanges must be requested promptly: Exchange requests must be made within 1 hour of receiving your order to allow us to prepare a replacement in a timely manner.
• No Exchanges for Consumed Items: Items that have been substantially consumed cannot be exchanged.
• Location-Dependent: In-store or pickup orders may be exchanged at the location where the order was placed. Delivery order exchanges are subject to delivery availability and timing.

If an exchange is not possible due to timing, ingredient availability, or operational constraints, Via 313 will issue a refund or store credit at the customer's preference.

9. Cancellation Policy

We understand that plans can change. Below is our cancellation policy for orders placed with Via 313:

9.1 Online and Phone Orders

• Cancellation Before Preparation: If you need to cancel your order, please contact us as soon as possible. Orders that have not yet entered preparation may be cancelled with a full refund.
• Cancellation After Preparation Has Begun: Once your order has been acknowledged and preparation has started, cancellations are generally not accepted. In exceptional circumstances, a partial refund may be offered at management's discretion.
• Cancellation After Dispatch: Orders that have already been dispatched for delivery cannot be cancelled. Please contact us upon receipt if there is an issue with your order.

9.2 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 before the scheduled order may be eligible for a 50% refund.
• Cancellations made less than 24 hours before the scheduled order are generally non-refundable due to the cost of ingredients and labor already committed.

9.3 Recurring or Subscription Orders

If Via 313 offers any subscription or recurring order services in the future, specific cancellation terms will be provided at the time of subscription enrollment and will supplement this policy.

10. Orders Placed Through Third-Party Platforms

When you place an order through a third-party delivery or ordering platform (such as DoorDash, Uber Eats, Grubhub, or similar services), the refund and cancellation policies of those platforms may apply in addition to or instead of this policy. Via 313 encourages you to review the terms and conditions of the third-party platform through which your order was placed.

Via 313 is not responsible for delays, errors, or disputes that arise from the operations of third-party platforms. For orders placed through these platforms, we recommend initiating your refund request directly through the platform's customer support system. However, if you are unable to resolve your issue through the platform, you are welcome to contact us at [email protected] and we will do our best to assist.

11. Dispute Resolution Process

Via 313 is committed to resolving customer concerns fairly and efficiently. If you are dissatisfied with the outcome of your refund request, or if a dispute arises between you and Via 313, please follow the steps below:

Step 1: Internal Resolution

Contact our customer service team at [email protected] and explain your concern in detail. Our team will review your case and provide a response within 3 to 5 business days. We ask that you provide all relevant documentation, including your original refund request, our response, and any photographs or order records.

Step 2: Escalation to Management

If you are not satisfied with the initial response, you may request that your case be escalated to a supervisor or manager. Please indicate clearly in your communication that you would like your case escalated. Management will review your case independently and provide a final decision within 5 to 7 business days.

Step 3: Formal Written Complaint

If your dispute remains unresolved after escalation, you may submit a formal written complaint to our business address or via email. Written complaints will be reviewed and responded to within 10 business days of receipt.

Step 4: External Dispute Resolution

If you are still unsatisfied with the resolution, you may have additional options under applicable law, including:

• Filing a complaint with the Federal Trade Commission (FTC) at ftc.gov
• Contacting your state's Attorney General consumer protection division
• Filing a complaint with the Better Business Bureau (BBB)
• Pursuing resolution through your credit card company's chargeback process (please note that chargebacks filed without first attempting resolution with us may affect your future ordering privileges)
• Seeking resolution through small claims court in the applicable jurisdiction

12. Consumer Rights Under U.S. Law

As a consumer in the United States, you have rights protected by federal and state laws. Via 313 fully supports and complies with these rights, including those established under the Federal Trade Commission Act, which prohibits unfair or deceptive business practices. Customers in California may also have additional rights under the California Consumer Privacy Act (CCPA/CPRA) and other state-specific consumer protection statutes.

Nothing in this Refund Policy is intended to limit or waive any rights you may have under applicable law. If you believe any aspect of this policy is inconsistent with your legal rights, please contact us so we can address your concern appropriately.

13. Changes to This Refund 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 pizzavia313.click. We encourage customers to review this policy periodically to stay informed of any updates. Continued use of our services after a change has been posted constitutes your acceptance of the revised policy.

In the event of a material change to this policy, we will make reasonable efforts to notify customers via email or a prominent notice on our website.

14. Contact Information for Refund Requests

If you have a question, concern, or refund request, please do not hesitate to reach out to us. Our team is here to help and is committed to resolving your issue promptly and professionally.

When contacting us about a refund, please include the following in your message to help us serve you efficiently:

• Your full name
• Order number or confirmation code
• Date and time of your order
• Description of the issue
• Photographs (if applicable)
• Your preferred resolution (refund, exchange, or store credit)

This Refund Policy was last reviewed and updated on March 30, 2026. All policies are subject to change. For the most current version, please visit pizzavia313.click.