Refund Policy

Effective Date: April 25, 2026  |  Last Updated: April 25, 2026

1. Overview

This Refund Policy applies to all orders and purchases made through Via 313, including online orders placed via our website at via313-pizz.rest, phone orders, in-person purchases, and any third-party delivery platforms through which Via 313 products are sold. By placing an order with Via 313, you acknowledge and agree to the terms outlined in this policy.

We understand that issues can arise with food orders — whether it is an incorrect item, a quality concern, or a delivery problem. Our goal is to resolve any issue quickly, fairly, and professionally. This policy is designed to ensure transparency so that every customer knows exactly what to expect when requesting a refund, exchange, or order adjustment.

2. Eligibility Conditions for Refunds

Not all situations automatically qualify for a full or partial refund. Via 313 evaluates refund requests on a case-by-case basis. However, the following conditions generally make an order eligible for a refund or credit:

• Incorrect Order: You received items that were different from what you ordered (wrong pizza, wrong toppings, wrong size).
• Missing Items: One or more items listed on your receipt were not included in your order.
• Food Quality Issues: The food was undercooked, overcooked, spoiled, or otherwise unacceptable in quality at the time of delivery or pickup.
• Foreign Objects: A foreign object was found in your food item.
• Delivery Failure: Your order was confirmed but never delivered, and the issue was not caused by an incorrect address provided by you.
• Significant Delivery Delay: Your order arrived significantly later than the estimated delivery time provided at the time of purchase, resulting in the food being inedible.
• Duplicate Charges: You were charged more than once for the same order due to a technical or payment processing error.
• Allergen or Dietary Concern: An item contained an ingredient not listed in the product description that caused a verified concern, provided the item was not modified from its standard preparation at your request.

3. Non-Refundable Items and Situations

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

• Orders that have been fully consumed without any complaint raised before or immediately after consumption.
• Change of mind after the order has been prepared and/or dispatched.
• Customized items that were prepared exactly as requested but which the customer no longer wants.
• Promotional or discounted items unless a qualifying defect is present.
• Gift cards, digital vouchers, or prepaid meal credits once redeemed.
• Delivery fees charged by third-party delivery services (refunds on delivery fees must be processed through the respective third-party platform).
• Service charges or taxes applicable to your order.
• Orders where the complaint is filed more than the eligible timeframe after the order was received (see Section 4).
• Orders affected by conditions beyond our control, such as severe weather, natural disasters, or government-mandated restrictions.

4. Timeframes for Refund Requests

To ensure all refund requests are handled efficiently and while the details of your experience are still verifiable, we require that refund requests be submitted within the following timeframes:

Requests submitted outside of these timeframes may not be honored unless exceptional circumstances can be demonstrated. We encourage all customers to inspect their orders promptly upon receipt.

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

Requesting a refund from Via 313 is straightforward. Please follow the steps below to ensure your request is processed as quickly as possible:

1. Gather Your Order Information: Before contacting us, please have the following information ready:
   • Your full name
   • Order number or confirmation email
   • Date and time of your order
   • Description of the issue
   • Photos or evidence of the issue (recommended for quality complaints or missing items)
2. Contact Via 313 Customer Support: Reach out to us using one of the following methods:
   • Email: [email protected]
   • Website: via313-pizz.rest
3. Submit Your Request: Provide a clear description of the problem, including all relevant order details. If you have photographic evidence, please attach it to your email or upload it through the website contact form.
4. Receive Confirmation: Our team will send you an acknowledgment of your refund request within 1 business day.
5. Review and Decision: Our customer support team will review your request and respond with a decision within 2–3 business days. We may contact you for additional information if necessary.
6. Refund Issued: If your refund is approved, it will be processed according to the timelines outlined in Section 6 of this policy.

6. Refund Processing Times by Payment Method

Once a refund has been approved by our team, the time it takes for you to receive the funds depends on your original payment method:

Please note that these processing times begin from the date of refund approval, not from the date of your initial request. Banking institutions and payment processors may have additional processing times outside of our control.

7. Partial Refunds

In some situations, a partial refund may be issued rather than a full refund. Partial refunds are appropriate when:

• Only a portion of your order was incorrect or missing, while the rest of the order was delivered correctly.
• A quality issue affected only one or a few items in a larger order.
• The order was partially consumed before the issue was identified, reducing the extent of the refundable amount.
• A discount, coupon, or promotional offer was applied to the order, and the refund is calculated based on the actual amount paid for the affected item(s).
• A delivery delay occurred but the food was still delivered and accepted by the customer.

The amount of a partial refund will be determined at the discretion of our customer support team, based on a fair assessment of the situation. We aim to ensure that every partial refund accurately reflects the value of the inconvenience or error experienced.

8. Exchange Policy

In lieu of a monetary refund, Via 313 may offer an exchange or replacement in the following circumstances:

• An incorrect item was delivered and we are able to prepare and deliver the correct item within a reasonable timeframe.
• A food quality issue is reported promptly and replacement is feasible given operational availability.
• The customer prefers a replacement over a monetary refund.

Exchanges and replacements are subject to availability and are offered at the sole discretion of Via 313. We will make every effort to fulfill a replacement order promptly. If a replacement cannot be arranged within a reasonable time, a full or partial refund will be offered instead.

Exchanges are only available for orders placed directly through Via 313 (in-store, phone, or our official website). Orders placed through third-party delivery platforms may not be eligible for direct exchange and must be addressed through the respective platform's policies.

9. Cancellation Policy

We understand that plans change, and we will do our best to accommodate cancellation requests. However, because food preparation often begins immediately upon order confirmation, our ability to cancel an order is time-sensitive.

9.1 Online and Phone Orders

• Cancellation within 5 minutes of order placement: Full refund issued if the order has not yet entered the preparation stage.
• Cancellation after 5 minutes: If the order has already entered preparation, cancellations may not be possible, and no refund will be issued.
• To request a cancellation, please contact us immediately at [email protected] or via our website at via313-pizz.rest.

9.2 In-Store Orders

• In-store orders may be cancelled before preparation begins. Once an item has been prepared, cancellations will not be accepted.
• Please speak with a team member immediately if you need to cancel an in-store order.

9.3 Catering and Large Group Orders

• Cancellations for catering or large group orders must be made at least 48 hours in advance to receive a full refund.
• Cancellations made between 24 and 48 hours before the scheduled event may receive a partial refund of up to 50% of the total order value.
• Cancellations made less than 24 hours before the scheduled event are non-refundable due to the costs incurred in preparation.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Via 313 provides a structured dispute resolution process to ensure every concern is fairly addressed.

Step 1: Internal Escalation

If you disagree with the initial decision made by our customer support team, you may request that your case be escalated to a senior manager or supervisor. Please indicate your request for escalation clearly in your communication. We will respond to escalated disputes within 5 business days.

Step 2: Written Formal Complaint

If escalation does not resolve the issue to your satisfaction, you may submit a formal written complaint to us at [email protected]. Your formal complaint should include all relevant documentation, a summary of the issue, and the resolution you are seeking. We will respond in writing within 10 business days.

Step 3: Consumer Protection Resources

As a business operating in the United States, Via 313 and its customers are protected and governed by applicable federal and state consumer protection laws, including:

• The Federal Trade Commission (FTC) Act, which prohibits unfair or deceptive business practices.
• Applicable state consumer protection statutes in the states where Via 313 operates.

If you believe your consumer rights have been violated, you may file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or with your applicable state consumer protection agency.

Step 4: Chargeback Rights

Nothing in this Refund Policy limits your right to initiate a chargeback through your credit card issuer or payment provider as permitted under applicable law. However, we encourage you to contact us first, as we are committed to resolving disputes amicably and in a timely manner.

11. Third-Party Delivery Platform Orders

If your order was placed through a third-party delivery platform such as DoorDash, Uber Eats, Grubhub, or any other service, please be aware that:

• Refund and dispute resolution policies for those orders are primarily governed by the respective platform's terms and policies.
• Via 313 may have limited ability to issue direct refunds for orders placed through third-party platforms.
• We encourage you to contact the delivery platform's customer support directly for issues related to delivery, missing items, or order quality when the order was fulfilled through their service.
• Via 313 will cooperate with third-party platforms during any dispute investigation process.

12. Our Commitment to Fairness

Via 313 is committed to treating every customer with respect and fairness. We recognize that food quality and customer satisfaction are the foundations of our business. Every refund request is reviewed with genuine care, and we aim to reach a resolution that reflects the values of honesty, transparency, and customer-first service.

We reserve the right to deny refund requests that appear to be fraudulent or made in bad faith. Repeated refund requests from the same customer that do not reflect legitimate issues may result in further review or limitations on future orders at our discretion.

13. Policy Updates

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 via313-pizz.rest. The updated effective date will be reflected at the top of this page. We encourage customers to review this policy periodically to stay informed of any changes.

14. Contact Information

If you have any questions about this Refund Policy or wish to submit a refund request, please contact us using the details below: