Refund Policy

Effective Date: April 22, 2026  |  Last Updated: April 22, 2026

1. General Overview

This Refund Policy applies to all purchases made through our website via313-pizza.digital, in-store, over the phone, or through any authorized third-party delivery platforms associated with Via 313. By placing an order with us, you acknowledge and agree to the terms outlined in this policy.

We reserve the right to update or modify this Refund Policy at any time. Any changes will be posted on this page with an updated effective date. Continued use of our services after changes are posted constitutes your acceptance of the revised policy.

2. Eligibility Conditions for Refunds

We want every customer to have a great experience. Refunds may be granted under the following conditions:

• Your order was incorrect (wrong items delivered or prepared).
• Your order contained a quality issue, such as food that was undercooked, spoiled, or otherwise not up to our standards.
• Your order was not delivered within a reasonable timeframe and was confirmed as lost or undelivered.
• You received an order that contained an undisclosed allergen that was not listed or was directly contrary to your stated dietary restrictions communicated at the time of ordering.
• A duplicate charge was applied to your payment method for a single order.
• A technical error on our platform resulted in an incorrect charge.

3. Non-Refundable Items and Situations

The following circumstances are generally not eligible for a refund:

• Orders that have been partially or fully consumed without a valid quality complaint.
• Change of mind after an order has been confirmed and prepared.
• Incorrect delivery addresses provided by the customer.
• Orders placed during promotional periods using discount codes, unless the issue is a result of our error.
• Minor variations in food appearance that do not affect taste, safety, or quantity.
• Delays caused by third-party delivery services beyond our reasonable control.
• Orders that were delivered correctly but the customer simply did not enjoy the taste.
• Requests made beyond the eligible timeframe as specified in Section 4 of this policy.
• Gift cards and promotional credits once redeemed.

4. Timeframes for Refund Requests

To ensure timely resolution, all refund requests must be submitted within the following timeframes:

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

5. How to Request a Refund

To submit a refund request, please follow the steps below:

1. Gather Your Order Information: Before contacting us, have the following ready:
   • Your full name and contact details
   • Order number or confirmation reference
   • Date and time of your order
   • Clear description of the issue
   • Photos or videos of the issue (strongly recommended for food quality or incorrect order claims)
2. Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: via313-pizza.digital
3. Submit Your Request: Provide all relevant information and documentation to our team. Incomplete submissions may delay the review process.
4. Await Confirmation: You will receive an acknowledgment of your request within 1–2 business days.
5. Review and Decision: Our team will investigate your claim and issue a decision within 3–5 business days of receiving all necessary information.
6. Resolution: If your refund is approved, you will be notified of the refund amount and the method of reimbursement. See Section 6 for processing timelines.

6. Refund Processing Times by Payment Method

Once a refund has been approved, processing times may vary depending on your original payment method:

Please note that while we process refunds promptly on our end, your financial institution may take additional time to reflect the credit in your account. Via 313 is not responsible for any delays caused by your bank or payment provider.

7. Partial Refunds

In certain situations, only a partial refund may be issued rather than a full refund. Conditions under which partial refunds may apply include:

• Only specific items in a multi-item order were incorrect or unsatisfactory, while the remainder of the order was acceptable.
• A food quality issue affected only part of the order, and the rest was received in satisfactory condition.
• The customer consumed a significant portion of the order before raising a complaint, and evidence suggests the issue only affected a portion of the meal.
• Orders placed using promotional discounts where only the non-discounted value may be eligible for a partial refund.
• Delivery fees and service charges may be excluded from refund amounts unless the issue was directly related to delivery.

The specific amount of any partial refund will be determined by our customer support team based on the nature and extent of the issue reported.

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 the correct item can be prepared and delivered promptly.
• A food quality issue is identified and our team is able to prepare a replacement within a reasonable timeframe.
• The customer prefers a store credit rather than a refund to their original payment method.

Exchanges are subject to item availability and operational hours. We cannot guarantee exchange availability for all locations or at all times. Store credits issued as exchanges are valid for 90 days from the date of issuance and are non-transferable.

9. Cancellation Policy

We understand that plans can change. Our cancellation policy is as follows:

9.1 Online and Phone Orders

• Orders may be cancelled free of charge if the request is made within 5 minutes of order placement and before preparation has begun.
• Once food preparation has begun, cancellations are generally not permitted and no refund will be issued.
• If you need to cancel an order, contact us immediately at [email protected].

9.2 Scheduled or Pre-Orders

• Pre-orders or scheduled orders may be cancelled up to 1 hour before the scheduled pickup or delivery time for a full refund.
• Cancellations made less than 1 hour before the scheduled time may be subject to a cancellation fee of up to 50% of the order value.
• No refund will be issued for cancellations made after preparation has commenced.

9.3 Catering and Large Group Orders

• Catering or large group orders (typically 10+ items or over $100 in value) must be cancelled at least 24 hours in advance for a full refund.
• Cancellations made within 12–24 hours of the scheduled fulfillment time may receive a 50% refund.
• Cancellations made less than 12 hours before the scheduled fulfillment time are non-refundable.

10. Orders Placed Through Third-Party Platforms

If your order was placed through a third-party delivery platform (such as DoorDash, Uber Eats, Grubhub, or similar services), please be aware of the following:

• Refund and cancellation requests for third-party platform orders must be submitted directly to that platform, as payment is processed by them and not Via 313.
• Via 313 does not have direct access to payment information for third-party platform transactions.
• However, if the issue is related to food quality or order accuracy, please also contact us so we can address the concern on our end.
• Each third-party platform maintains its own refund and dispute resolution policy, which will govern your claim.

11. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, you have the right to escalate your concern. We are committed to resolving all disputes fairly and transparently.

Step 1: Internal Escalation

If your initial refund request is denied or you believe the resolution was inadequate, you may request a formal review by our management team. Submit your escalation request to [email protected] with the subject line "Refund Escalation – [Your Order Number]". We will respond within 5 business days.

Step 2: Good Faith Negotiation

We encourage customers and Via 313 to resolve disputes through good faith communication before pursuing formal channels. Our team is committed to reaching a fair outcome for both parties.

Step 3: Consumer Protection Resources

If a resolution cannot be reached internally, you may contact the following consumer protection bodies:

• Federal Trade Commission (FTC): reportfraud.ftc.gov — The FTC enforces consumer protection laws under the FTC Act.
• Your State Attorney General's Office — Many states offer consumer complaint processes for unresolved disputes with businesses.
• Better Business Bureau (BBB): www.bbb.org — File a complaint for mediation assistance.

Step 4: Chargeback

You may also have the right to initiate a chargeback through your credit card issuer or bank if you believe a charge was unauthorized or fraudulent. Please note that initiating a chargeback without first attempting resolution with us may affect your ability to place future orders with Via 313.

12. Applicable Law

This Refund Policy is governed by and interpreted in accordance with the laws of the United States. Consumer protection rights under the Federal Trade Commission Act (FTC Act) apply to all customers. If you are located in California, additional rights may apply to you under the California Consumer Privacy Act (CCPA) and California Consumer Protection laws. Nothing in this policy limits your statutory rights under applicable federal or state law.

13. Amendments to This Policy

Via 313 reserves the right to update, modify, or replace this Refund Policy at any time at our sole discretion. We will indicate the date of the most recent revision at the top of this page. We encourage customers to review this policy periodically to stay informed of any changes. Your continued use of our services following the posting of any changes constitutes your acceptance of the revised terms.

14. Contact Information for Refund Requests

For all refund-related inquiries, please do not hesitate to contact our customer support team. We are here to help.