Refund Policy

Effective Date: March 26, 2026  |  Last Updated: March 26, 2026

1. Introduction

Via 313 ("we," "us," or "our") operates via the website via313pizza.digital and is committed to customer satisfaction. We understand that issues may occasionally arise with your order, and we want to ensure you have a clear understanding of your rights and our obligations when it comes to refunds, exchanges, and cancellations.

This policy applies to all orders placed through our website, mobile platform, third-party delivery services, and in-store purchases where applicable. By placing an order with Via 313, you agree to the terms outlined in this Refund Policy.

For any questions or concerns regarding this policy, please contact us at [email protected] or visit our website at via313pizza.digital.

2. Eligibility Conditions for Refunds

We want every customer to be satisfied with their Via 313 experience. A refund may be issued under the following conditions:

• Incorrect Order: You received an item that is materially different from what you ordered (e.g., wrong pizza toppings, incorrect size, wrong items entirely).
• Missing Items: One or more items were missing from your order upon delivery or pickup.
• Food Quality Issues: The food was inedible, undercooked, overcooked, or otherwise failed to meet reasonable quality standards.
• Significant Delivery Delays: Your order arrived significantly later than the estimated delivery time, causing the food to be unusable or of substantially diminished quality.
• Allergen Concerns: If your order contained an allergen that you specifically requested be excluded, and this caused a verifiable adverse effect, you may be eligible for a full refund. Please note that we take allergen requests seriously, but we cannot guarantee a completely allergen-free environment.
• Duplicate Charges: You were charged more than once for the same order due to a payment processing error.
• Order Not Received: Your order was never delivered and cannot be located or confirmed by our delivery records.

Refunds are evaluated on a case-by-case basis. We reserve the right to request evidence such as photos of the received items, order confirmation numbers, or other relevant documentation before approving a refund.

3. Timeframes for Refund Requests

To ensure timely resolution, all refund requests must be submitted within the following timeframes after the order is received or the issue is identified:

Requests submitted outside these timeframes may not be eligible for a refund. We encourage customers to contact us as soon as possible after identifying a problem with their order, as food-related issues are time-sensitive and may be difficult to verify after extended periods.

4. Non-Refundable Items and Services

The following items and situations are generally not eligible for refunds:

• Orders that have been fully consumed or largely eaten before a complaint is raised.
• Changes of mind after the order has been prepared or dispatched.
• Customization requests that were fulfilled correctly but you later decide you did not enjoy.
• Promotional, discounted, or complimentary items provided free of charge.
• Gift cards and prepaid credits once they have been redeemed or applied to an order.
• Delivery fees, service fees, or platform fees charged by third-party delivery services (these are subject to the respective platform's own refund policies).
• Orders where delivery was unsuccessful due to an incorrect address provided by the customer.
• Orders where the customer was unavailable to receive the delivery after multiple contact attempts.
• Dissatisfaction based on subjective taste preferences when the order was prepared correctly as specified.

5. How to Request a Refund

Submitting a refund request with Via 313 is straightforward. Please follow these steps:

1. Gather Your Information: Before contacting us, have your order confirmation number, the date and time of your order, and a description of the issue ready. If applicable, take clear photos of the problematic item(s).
2. Contact Our Support Team: Reach out to us via one of the following methods:
   • Email: [email protected]
   • Website: via313pizza.digital (use the contact or support form)
3. Provide Details: In your message, include:
   • Full name as it appears on the order
   • Order confirmation number or reference ID
   • Date and time the order was placed and received
   • A clear description of the issue
   • Any supporting photos or documentation
   • Your preferred refund method (original payment method or store credit)
4. Await Confirmation: Our team will send you an acknowledgment email within 1 business day confirming receipt of your refund request.
5. Review Process: We will review your request, which may include verifying your order details with our kitchen and delivery records. This process typically takes 2 to 3 business days.
6. Resolution Notification: You will receive an email notifying you whether your refund has been approved, partially approved, or denied, along with a clear explanation of the decision.
7. Refund Issuance: If approved, the refund will be processed according to the timeframes outlined in Section 6 below.

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 note that processing times are estimates and may vary depending on your financial institution. Via 313 is not responsible for additional delays caused by your bank or payment provider. If you have not received your refund within the stated timeframe, please first check with your bank before contacting 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 some items in your order were incorrect, missing, or unsatisfactory — a refund will be issued for those items only.
• The order was partially consumed before the issue was identified, making it impossible to verify the full extent of the problem.
• The issue was minor in nature (e.g., slightly incorrect garnish) and does not warrant a full order refund.
• A delivery delay affected only part of the order's usability (e.g., one dish was cold but others were acceptable).
• A promotional discount was applied to the original order; the refund will reflect the actual amount paid for the affected item(s), not the full list price.

The amount of a partial refund will be communicated to you clearly during the review process, and you will have the opportunity to discuss the outcome with our support team before it is finalized.

8. Exchange Policy

Via 313 does not offer traditional product exchanges in the way a retail store might, given the perishable nature of food. However, we do offer the following alternatives in appropriate circumstances:

• Order Replacement: If your order was significantly incorrect or the food was inedible, we may offer to replace your order at no additional cost. This option is subject to availability and must be requested within 2 hours of receiving the original order.
• Store Credit: Instead of a monetary refund, you may opt to receive Via 313 store credit equivalent to the value of the affected item(s). Store credits do not expire and can be applied to any future order.
• Complimentary Item: In cases of minor issues or as a gesture of goodwill, we may offer a complimentary item on your next order in lieu of a monetary refund.

Exchange options are offered at our discretion and will be communicated during the refund review process. You are not obligated to accept a replacement or store credit and may request a monetary refund if you prefer.

9. Cancellation Policy

We understand that plans change, and we will do our best to accommodate cancellation requests. Please review the following cancellation guidelines:

9.1 Online and Phone Orders

• Before Preparation Begins: If you cancel your order before our kitchen has begun preparing it, you will receive a full refund. Please contact us immediately after placing your order if you wish to cancel.
• After Preparation Has Begun: Once our kitchen has started preparing your order, we are unable to cancel it, and no refund will be issued. This is typically within 5 to 10 minutes of order confirmation during normal operating hours.
• After Dispatch for Delivery: Orders that have already been dispatched to a delivery driver cannot be cancelled, and no refund will be issued for the food items.

9.2 Catering and Large Group Orders

• Cancellations made 72 hours or more before the scheduled event or pickup time are eligible for a full refund.
• Cancellations made between 24 and 72 hours before the scheduled time may be eligible for a 50% refund or full store credit.
• Cancellations made less than 24 hours before the scheduled time are generally non-refundable due to the preparation costs already incurred.

To cancel an order or catering booking, please contact us as soon as possible at [email protected].

10. Third-Party Delivery Platform Orders

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

• Refund and cancellation requests for orders placed through third-party platforms must be submitted directly to those platforms, as they handle the payment transaction and refund process on their end.
• Via 313 is not directly responsible for refunds issued through third-party platforms and cannot process them on the platform's behalf.
• If you believe the issue is related to the quality or accuracy of food prepared by Via 313 (rather than a delivery or platform issue), you may contact us directly, and we will work cooperatively with the platform to resolve the matter.
• Delivery fees charged by third-party platforms are non-refundable by Via 313.

11. Dispute Resolution Process

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

1. Step 1 – Internal Review Request: If you disagree with our initial decision, you may request an internal review by replying to the refund decision email and clearly stating why you believe the decision should be reconsidered. Please include any additional evidence or documentation that supports your position.
2. Step 2 – Senior Review: Your case will be escalated to a senior member of our customer relations team, who will conduct an independent review within 3 to 5 business days. You will be notified of the outcome via email.
3. Step 3 – Good Faith Negotiation: If the issue remains unresolved after the senior review, we encourage both parties to engage in good faith communication to reach a mutually satisfactory resolution. You may reach us at [email protected].
4. Step 4 – Consumer Protection Resources: Customers in the United States have the right to seek assistance from consumer protection agencies. You may file a complaint with the Federal Trade Commission (FTC) at reportfraud.ftc.gov or your state's Attorney General office. Customers in California may also invoke their rights under the California Consumer Privacy Act (CCPA/CPRA) where applicable.
5. Step 5 – Chargeback: As a last resort, you have the right to contact your bank or credit card issuer to initiate a chargeback. We ask that you first exhaust the above steps before initiating a chargeback, as we genuinely want to resolve your concern directly and fairly.

12. Consumer Rights Under United States Law

As a business operating in the United States, Via 313 complies with applicable federal and state consumer protection laws, including the Federal Trade Commission Act (FTC Act), which prohibits unfair or deceptive acts or practices in commerce. Customers retain all rights provided under applicable federal and state law, and nothing in this Refund Policy is intended to limit those rights.

Customers residing in California should be aware that additional protections may apply under the California Consumer Protection Act and other state-specific statutes. For questions about your specific rights, we encourage you to consult with a qualified legal professional or your state's consumer protection office.

13. Policy Updates

Via 313 reserves the right to update or modify this Refund Policy at any time. Any changes will be effective immediately upon posting to our website at via313pizza.digital. We encourage customers to review this policy periodically to stay informed of any updates. Your continued use of our services after any changes to this policy constitutes your acceptance of the revised terms.

14. Contact Information for Refund Requests

If you need to submit a refund request, have questions about this policy, or require assistance with your order, please contact our customer support team using the details below. We are committed to responding to all inquiries promptly and professionally.

Our customer support team is available during regular business hours. We aim to acknowledge all refund-related emails within 1 business day and to resolve most issues within 3 to 5 business days of submission.

Thank you for choosing Via 313. Your satisfaction is our priority, and we appreciate the opportunity to make things right when your experience does not meet our high standards.