Refund Policy

Last Updated: June 24, 2026

1. Our Commitment to Customer Satisfaction

Via 313 takes great pride in the quality of our food and the service we provide. We understand that occasionally an order may not meet your expectations, and we want to make things right. This Refund Policy has been designed to be fair, transparent, and consistent with applicable consumer protection laws in the United States, including guidelines established by the Federal Trade Commission (FTC) under the FTC Act.

By placing an order with Via 313 through any channel — online, by phone, or in person — you acknowledge that you have read and agree to the terms outlined in this Refund Policy.

2. Eligibility Conditions for Refunds

Not every situation will qualify for a refund. Please review the following eligibility criteria before submitting a refund request:

2.1 Eligible Situations

• You received an item that is significantly different from what was described on our menu or website.
• Your order contained a food item you are allergic to, despite clearly notating your allergy at the time of ordering.
• You received the wrong order entirely.
• Your food arrived in an inedible condition due to a quality or preparation error on our part.
• Items were missing from your order and were charged to you.
• Your order was not delivered within the estimated delivery window and you were not notified of the delay.
• A duplicate charge was applied to your payment method for the same order.

2.2 Non-Eligible Situations

• You changed your mind after the order was prepared or delivered.
• You ordered an incorrect item and did not notify us before the order was prepared.
• The dissatisfaction is based solely on personal taste preference (e.g., you do not like the flavor, spice level, or toppings that are standard to the item).
• The complaint is submitted after the applicable timeframe (see Section 3 below).
• Items were consumed in full before a complaint was raised without documented evidence of the issue.
• Promotional, discounted, or complimentary items provided as part of a special offer.

3. Timeframes for Refund Requests

Timeliness is essential when requesting a refund. Via 313 requires that all refund requests be submitted within the following timeframes:

Requests submitted outside these windows may be considered at the sole discretion of Via 313 management. We strongly encourage customers to contact us as soon as possible after an issue arises to ensure the best possible resolution.

4. Non-Refundable Items and Services

Certain items and services are not eligible for refunds under any circumstances. Please review the following list carefully:

• Fully consumed food items — Items that have been fully consumed cannot be refunded unless a documented health or safety issue is reported.
• Gift cards and store credit — Once purchased or issued, gift cards are non-refundable and non-transferable for cash value.
• Delivery fees — Third-party delivery service fees are non-refundable once the order has been dispatched, except in cases where the delivery was never attempted or completed.
• Special event reservations and deposits — Non-refundable once confirmed unless Via 313 cancels the event.
• Promotional or discounted items — Items sold as part of a limited-time promotion or at a discounted rate are generally non-refundable unless they meet another eligibility criterion listed in Section 2.1.
• Service charges and gratuities — Pre-applied service charges for large group orders or catering are non-refundable once the service has been rendered.

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

To request a refund, please follow the steps outlined below. Providing detailed information will help us process your request as quickly as possible.

6. Refund Processing Times by Payment Method

Once your refund has been approved by our team, the time it takes for funds to appear in your account will depend on the original payment method used:

7. Partial Refunds

In certain situations, a partial refund may be issued rather than a full refund. Partial refunds are considered under the following conditions:

• Only a portion of the order was incorrect or unsatisfactory, while the rest was acceptable.
• An item was partially consumed before the issue was identified.
• A discount, coupon, or promotional value was applied to the original order, and the refund will reflect the actual amount paid for the disputed item(s).
• The issue was caused in part by customer error (e.g., failure to specify an allergy or customization properly).
• An order was partially fulfilled correctly and partially fulfilled incorrectly by Via 313.

The amount of any partial refund will be determined at the reasonable discretion of Via 313 management, taking into account all relevant circumstances.

8. Exchange Policy

Via 313 offers order exchanges under the following conditions:

• Wrong item received: If you received an item different from what you ordered, we will prepare and deliver or make available a replacement item at no additional cost, provided you contact us within the applicable timeframe.
• Quality issue: If your food did not meet our quality standards, we may offer a replacement item of equal or lesser value at our discretion.
• In-store exchanges: Dine-in customers who experience an issue with their meal should inform their server or a manager immediately so we can address the situation and provide a replacement before your dining experience concludes.

Please note that exchanges are subject to availability. If a replacement item cannot be provided due to ingredient availability or business hours, we will offer store credit or a refund as an alternative.

Exchanges are not available for items where the issue is solely based on personal preference rather than an error on Via 313's part.

9. Cancellation Policy

We understand that plans can change. Please review our cancellation policy carefully based on the type of order:

9.1 Standard Orders (Online, Phone, or In-Person)

Standard food orders may be cancelled without penalty if the cancellation is requested before the kitchen begins preparing your order. Once preparation has begun, cancellations will not be accepted, and the full charge will apply.

To cancel a standard order, please contact us immediately by phone or through our website at via313pizzeria.rest.

9.2 Catering and Large Group Orders

Catering orders or large group reservations require advance planning and preparation. The following cancellation schedule applies:

9.3 Third-Party Delivery Platform Orders

Orders placed through third-party delivery platforms such as DoorDash, Uber Eats, or Grubhub are subject to the cancellation policies of those respective platforms. Via 313 does not have direct authority to cancel or refund orders placed through these services. Please contact the relevant platform's customer support for assistance.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Via 313 encourages you to pursue the following steps for resolution:

Step 1: Internal Escalation

Contact our customer service team and request that your case be escalated to a manager or senior team member. Please provide your original case or reference number, if applicable. We aim to resolve all escalated disputes within 5 business days.

Step 2: Written Formal Complaint

If your concern is still unresolved, you may submit a formal written complaint via email to [email protected]. Please include all relevant documentation and a description of the steps already taken. We will provide a written response within 10 business days.

Step 3: External Resolution

If you remain unsatisfied after exhausting our internal process, you have the right to seek assistance through the following channels:

• Federal Trade Commission (FTC): File a complaint at reportfraud.ftc.gov for consumer protection concerns.
• Better Business Bureau (BBB): Submit a complaint at www.bbb.org.
• State Attorney General: Contact the Attorney General's office in the state where you reside for additional consumer protection resources.
• Your financial institution: If you believe a charge was made in error, you may initiate a chargeback dispute with your bank or credit card provider. Please note that chargebacks should only be pursued after attempting resolution directly with Via 313 first.

Via 313 reserves the right to provide documentation and records to financial institutions or regulatory bodies in connection with any dispute or chargeback claim.

11. Special Circumstances

Via 313 recognizes that there may be unusual or extraordinary circumstances that fall outside the standard scenarios addressed in this policy. In such cases, our management team will review the situation on a case-by-case basis and exercise reasonable discretion to find a fair resolution.

Situations may include but are not limited to:

• Food safety concerns or reported illness (which may also be reported to the relevant local health authority).
• Events beyond our control such as natural disasters, extreme weather, or operational emergencies that affect order fulfillment.
• System errors on our website or ordering platform resulting in incorrect charges or duplicate orders.

12. Policy Updates

Via 313 reserves the right to update or modify this Refund Policy at any time. Changes will be posted on our website at via313pizzeria.rest with a revised "Last Updated" date. Continued use of our services following any changes constitutes your acceptance of the revised policy.

We encourage you to review this page periodically to stay informed about our refund practices.

13. Contact Information for Refund Requests

For all refund requests, questions, or concerns, please contact our customer service team using the information below. We are committed to responding promptly and working with you to reach a satisfactory resolution.