Refund Policy

Effective Date: March 27, 2026 | Last Updated: March 27, 2026

1. Introduction

Via 313 ("we," "us," or "our") operates a food service business dedicated to providing high-quality pizza and related food products to our valued customers across the United States. We understand that issues can occasionally arise with food orders, and we want to ensure that every customer interaction with our brand is positive and fair.

This Refund Policy outlines the conditions under which refunds, partial refunds, or exchanges may be issued, as well as the procedures you must follow to request such remedies. By placing an order with Via 313, you agree to the terms set forth in this policy. This document is governed by applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act, and any relevant state-level consumer protection regulations.

Please read this policy thoroughly before placing your order. If you have any questions or concerns, you may contact us directly at [email protected] before completing your purchase.

2. Eligibility Conditions for Refunds

Not all orders automatically qualify for a refund. To be considered eligible for a refund, your situation must meet one or more of the following conditions:

• Incorrect Order Received: You received food items that are materially different from what you ordered (e.g., wrong toppings, wrong size, missing items).
• Food Quality Issues: The food received was inedible, significantly undercooked, overcooked, or otherwise prepared in a manner inconsistent with reasonable food safety and quality standards.
• Missing Items: Your order was delivered or prepared with one or more paid items missing from the package.
• Delivery Issues: Your order was significantly delayed beyond the communicated estimated delivery time, or your order was never delivered to the address you provided.
• Allergic Ingredient Concerns: If you notified us of a food allergy at the time of ordering and the delivered food contained the allergen you specified, you may be eligible for a full refund.
• Duplicate Charges: If your payment method was charged more than once for a single order, you are entitled to a full refund of the duplicate charge.

Refund requests that do not fall into one of the categories listed above may be reviewed on a case-by-case basis at the sole discretion of Via 313 management. We reserve the right to request photographic evidence or additional information to support your claim before processing any refund.

3. Timeframes for Refund Requests

To ensure a fair and efficient resolution process, all refund requests must be submitted within the following timeframes:

Requests submitted outside of these timeframes may be declined. We strongly encourage all customers to inspect their order upon receipt and contact us immediately if any issue is identified.

4. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds under any conditions. Please be aware of the following exclusions:

• Change of Mind: Refunds will not be issued solely because you changed your mind after placing and receiving your order.
• Partially Consumed Food: If a significant portion of the food item has been consumed before a complaint is made, a refund may not be granted, or only a partial refund may be considered.
• Customized Orders Prepared as Requested: If your order was prepared exactly as you specified and you are dissatisfied with your own customization choices, a refund will not be issued.
• Delivery Fees: Delivery fees are non-refundable unless the non-delivery was directly caused by an error on our part.
• Promotional and Discounted Items: Items purchased as part of a limited-time promotional offer or at a discounted price may not be eligible for a full refund. Only the amount actually paid will be considered for a refund.
• Gift Cards and Store Credits: Gift cards purchased through Via 313 are non-refundable and cannot be exchanged for cash.
• Third-Party Delivery Platform Orders: If your order was placed through a third-party platform (such as a delivery aggregator app), their respective refund policies may apply. Via 313 is not responsible for refunds processed through third-party platforms.

5. How to Request a Refund

If you believe you qualify for a refund under the terms outlined in this policy, please follow the step-by-step process below:

1. Step 1 – Gather Your Order Information: Locate your order confirmation number, the date and time of your order, the items you purchased, and any relevant evidence (such as photographs of the food or packaging).
2. Step 2 – Contact Us Promptly: Reach out to our customer support team as soon as possible and within the applicable timeframe listed in Section 3. You may contact us by:
   • Email: [email protected]
   • Website: via313pizza.top
3. Step 3 – Provide Required Details: In your refund request, include the following information:
   • Full name and contact information
   • Order confirmation number
   • Date and time of the order
   • Specific items for which you are requesting a refund
   • A detailed description of the issue
   • Photographs or other supporting evidence (if applicable)
4. Step 4 – Wait for Acknowledgment: Once we receive your request, our customer support team will acknowledge receipt within 1 to 2 business days and may follow up with additional questions if needed.
5. Step 5 – Review and Decision: Our team will review your request and evidence. A decision will be communicated to you within 3 to 5 business days of receiving all necessary information.
6. Step 6 – Refund Issuance: If your request is approved, the refund will be processed according to the timelines specified in Section 6 of this policy.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to appear in your account will depend on the payment method used at the time of purchase:

Please note that while we process refunds promptly on our end, your bank or financial institution may require additional time to post the credit to your account. Via 313 is not responsible for delays caused by third-party payment processors or financial institutions.

7. Partial Refunds

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

• Only a portion of your order was affected by an error or quality issue (e.g., one item out of several was incorrect).
• The food item was partially consumed prior to the complaint being raised.
• The issue reported does not fully justify a complete refund but warrants some level of compensation.
• A promotional discount was applied to the order, and only the amount paid for the affected item will be refunded.
• A delivery fee was partially waived but not fully refunded due to partial service completion.

The amount of a partial refund will be determined at the discretion of Via 313 management and will be communicated to you in writing before processing. You have the right to accept or dispute the offered partial refund amount through our dispute resolution process outlined in Section 10.

8. Exchange Policy

Because our products are perishable food items, traditional product exchanges are not possible in most cases. However, Via 313 may offer the following alternatives as a form of exchange under appropriate circumstances:

• Order Replacement: If you received an incorrect item and you are still at the location or the delivery driver has not yet departed, we may be able to replace the incorrect item promptly at no additional cost.
• Remake of the Order: In cases where the food did not meet our quality standards and was not consumed, we may offer to remake the order. This will be arranged on a case-by-case basis and is subject to availability and store hours.
• Store Credit: In lieu of a cash refund, we may offer store credit of equivalent value to be applied to a future order. Store credit does not expire and can be used on any item on our menu.

Exchanges and order replacements are subject to geographic availability and may not be possible for all locations or delivery areas. Please contact us at [email protected] to discuss available options.

9. Cancellation Policy

We begin preparing your order shortly after it is placed to ensure timely delivery and fresh food quality. As a result, our cancellation window is very limited:

9.1 How to Cancel an Order

To cancel your order within the eligible window:

1. Contact us immediately via email at [email protected].
2. Provide your order confirmation number and request cancellation.
3. Our team will confirm whether the order can still be cancelled and process the cancellation accordingly.

9.2 Cancellation Refunds

If your cancellation request is approved before food preparation begins, you will receive a full refund of the amount paid, excluding any third-party platform fees if applicable. Refund processing will follow the timelines outlined in Section 6.

If your cancellation request is received after preparation has begun, no refund will be issued for the prepared food items. However, if you were charged a delivery fee for an order that was subsequently cancelled before delivery, the delivery fee will be refunded in full.

10. Dispute Resolution Process

If you are not satisfied with our response to your refund request, or if you believe a decision was made in error, you may initiate a formal dispute. Via 313 is committed to resolving all disputes in good faith and in a timely manner.

10.1 Internal Dispute Resolution

1. Submit a Formal Dispute: Send a written dispute notice to [email protected] with the subject line "Formal Dispute – [Your Order Number]." Include your original refund request, the decision you received, and a clear explanation of why you believe the decision was incorrect.
2. Review Period: Our management team will review your dispute within 5 to 7 business days of receipt.
3. Final Decision: You will receive a written final decision via email. This decision will represent Via 313's final internal position on the matter.

10.2 External Dispute Resolution

If our internal dispute resolution process does not result in a satisfactory outcome, you retain the following rights:

• File a Complaint with the FTC: You may file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov. The FTC does not resolve individual consumer complaints, but your report helps the agency investigate and take action against businesses engaged in unfair practices.
• Contact Your State Attorney General: Most U.S. states have an Attorney General's office that handles consumer protection complaints. You may contact the Attorney General's office in your state for assistance.
• Chargeback Through Your Bank: If you paid by credit or debit card and believe you are entitled to a refund that we have declined to issue, you may contact your bank or card issuer to initiate a chargeback process. Please note that initiating a chargeback without first attempting resolution through our internal process may limit our ability to assist you further.
• Small Claims Court: For disputes involving amounts within the jurisdictional limits of small claims court in your state, you have the right to file a claim in the appropriate court.

11. Consumer Rights Under Applicable Law

As a consumer in the United States, you have rights under federal and state consumer protection laws. This Refund Policy is intended to operate in compliance with these laws and does not supersede any rights you may have under applicable legislation, including but not limited to:

• The Federal Trade Commission (FTC) Act, which prohibits unfair or deceptive acts or practices in commerce.
• Applicable state consumer protection statutes, which may provide additional rights and remedies depending on your state of residence.
• California consumers may have additional rights under the California Consumer Privacy Act (CCPA/CPRA) as it relates to personal data used in processing refund requests.

Nothing in this policy is intended to waive or limit your statutory consumer protection rights. If any provision of this policy conflicts with applicable law, the applicable law shall prevail.

12. Policy Updates

Via 313 reserves the right to update, modify, or revise this Refund Policy at any time. Any changes will be posted on our website at via313pizza.top with an updated effective date. Continued use of our services after the posting of any changes constitutes your acceptance of the revised policy. We encourage you to review this page periodically to stay informed of any updates.

13. Contact Information for Refund Requests

For all refund requests, inquiries, or concerns related to this policy, please do not hesitate to reach out to our customer support team using the contact details provided below. We are committed to responding promptly and resolving your concern as efficiently as possible.

Our customer support team is available to assist you Monday through Friday during regular business hours. We aim to acknowledge all refund-related communications within 1 to 2 business days and to resolve all issues within 5 to 7 business days of receiving complete information.