Refund Policy

Effective Date: May 14, 2026  |  Last Updated: May 14, 2026

1. Introduction

At Via 313, we are deeply committed to delivering an exceptional dining experience and ensuring complete customer satisfaction with every order. We take great pride in the quality of our Detroit-style pizza and food offerings. However, we understand that situations may arise where a refund or exchange is necessary, and we want to make that process as straightforward and fair as possible.

This Refund Policy applies to all purchases made directly through our website (bbq-via313.rest), via phone orders, in-person at our restaurant locations, and through any authorized ordering platform associated with Via 313. Please note that orders placed through third-party delivery platforms (such as DoorDash, Uber Eats, Grubhub, or similar services) are subject to the refund policies of those respective platforms, and refund requests for such orders must be directed to them.

This policy is governed by applicable United States federal and state consumer protection laws, including regulations enforced by the Federal Trade Commission (FTC) under the FTC Act.

2. Eligibility Conditions for Refunds

A refund request may be considered eligible under the following conditions:

• The order was placed directly through Via 313's official channels (website, phone, or in-person).
• The food item received was significantly different from what was ordered (wrong item, missing item, or incorrect preparation).
• The food was found to be of unsatisfactory quality upon receipt, including but not limited to: undercooked, spoiled, contaminated, or otherwise inedible food.
• An order was charged to your payment method but was never fulfilled or delivered.
• A duplicate charge was applied to your payment method for the same order.
• The refund request is submitted within the eligible timeframe outlined in Section 3 of this policy.

All refund requests are subject to review and verification by our team. Via 313 reserves the right to request supporting evidence, such as photographs of the food item in question, order confirmation numbers, or receipts, before approving any refund.

3. Timeframes for Refund Requests

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

Requests submitted beyond these timeframes may not be eligible for a refund at the sole discretion of Via 313. We strongly encourage customers to inspect their orders upon receipt and contact us immediately if there is a concern.

4. Non-Refundable Items and Services

The following items and circumstances are generally not eligible for a refund:

• Change of mind: Orders that have already been prepared and that the customer simply no longer wants due to a change of preference.
• Customization errors made by the customer: If a customer provided incorrect customization instructions at the time of ordering, Via 313 cannot be held responsible for the resulting preparation.
• Partial consumption: Food items that have been significantly consumed or used before a complaint is raised, unless a health or safety issue is identified.
• Promotional or complimentary items: Items provided free of charge as part of a promotion, loyalty reward, or at no cost to the customer.
• Delivery fees and service charges: Delivery fees, service fees, and tips paid to delivery drivers are non-refundable unless the entire order was not delivered due to an error on our part.
• Orders placed through third-party platforms: These are governed by the respective platform's refund policy.
• Gift cards and store credit: Purchases of gift cards or store credit are final and non-refundable but remain redeemable per their stated terms.
• Special event or catering orders: Deposits or full payments for catering and special events may be non-refundable depending on the cancellation timing (see Section 8).

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

To initiate a refund request with Via 313, please follow these steps:

1. Step 1 – Gather Your Information: Locate your order confirmation number, receipt, or proof of purchase. If possible, take clear photographs of the food item(s) in question, especially if reporting a quality or incorrect item issue.
2. Step 2 – Contact Via 313: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: bbq-via313.rest
3. Step 3 – Provide Relevant Details: In your communication, include the following information:
   • Your full name
   • Order confirmation number or receipt number
   • Date and time of the order
   • Description of the issue or reason for the refund request
   • Supporting photographs (if applicable)
   • Your preferred refund method (original payment method or store credit)
4. Step 4 – Await Confirmation: Our customer service team will review your request and respond within 2–3 business days. We may follow up with additional questions to verify your claim.
5. Step 5 – Refund Decision: Once your request has been reviewed and approved, we will notify you of the outcome and initiate the refund or alternative resolution (replacement, store credit, etc.) as applicable.

6. Refund Processing Times by Payment Method

Once a refund has been approved by Via 313, the time it takes for the funds to be returned to you will depend on your original payment method:

Please be aware that while Via 313 will process refunds promptly upon approval, your financial institution or payment processor may have additional processing times beyond our control. If you have not received your refund after the stated timeframe, we recommend contacting your bank or card issuer before reaching out to us.

7. Partial Refunds

In certain circumstances, Via 313 may approve a partial refund rather than a full refund. Partial refunds may be issued in the following situations:

• Only a portion of the order was incorrect or unsatisfactory, and the remainder of the order was acceptable.
• The customer partially consumed the order before identifying a quality issue.
• A minor error occurred that did not significantly impact the overall order (e.g., a missing side item of low value).
• A delivery fee or service charge was applied but delivery occurred with a significant delay.
• A catering order was partially fulfilled or a portion of the services was delivered as agreed.

The amount of a partial refund will be determined at the discretion of Via 313 based on the specific facts of each situation. We will communicate the partial refund amount clearly before processing and obtain your acknowledgment where possible.

8. Cancellation Policy

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

8.1 Standard Food Orders

• Cancellation within 5 minutes of placing the order: A full refund will be issued if the order has not yet entered the preparation stage.
• Cancellation after preparation has begun: Once our kitchen has begun preparing your order, cancellations are generally not accepted, and no refund will be issued. However, we will review exceptional circumstances on a case-by-case basis.
• Scheduled/future orders: If you placed a scheduled order in advance, you may cancel it up to 1 hour before the scheduled pickup or delivery time for a full refund.

8.2 Catering and Special Event Orders

• Cancellation more than 72 hours in advance: Full refund of any deposit or prepayment, minus any non-recoverable preparation costs already incurred.
• Cancellation between 24–72 hours in advance: Up to 50% of the total order value may be retained as a cancellation fee.
• Cancellation less than 24 hours in advance: No refund will be issued, as ingredients and staffing will have already been committed to fulfilling your order.

All cancellation requests must be submitted in writing to [email protected] and include your order confirmation number and the reason for cancellation.

9. Exchange Policy

Via 313 values your satisfaction and, where appropriate, we may offer a replacement or exchange as an alternative to a monetary refund. An exchange or replacement may be offered when:

• An incorrect item was delivered and the correct item can be prepared and sent promptly.
• A food item was found to be of unsatisfactory quality and a fresh replacement can reasonably be provided.
• The customer prefers a replacement item over a cash refund.

Exchanges and replacements are subject to availability and operational feasibility. For in-store complaints, a replacement may be provided immediately at the restaurant manager's discretion. For delivery orders, a replacement may be sent with the next available delivery window or as store credit for a future order.

Please note that exchanges and replacements are offered as a courtesy and are not a guaranteed right in all circumstances. The decision to offer a replacement instead of a refund remains at the discretion of Via 313 management.

10. Dispute Resolution Process

If you are dissatisfied with the outcome of your refund request, we encourage you to follow this dispute resolution process before pursuing any external remedies:

1. Step 1 – Internal Escalation: Contact us again at [email protected] and clearly state that you wish to escalate your refund dispute. Reference your original request and any case or reference number provided. Your escalated complaint will be reviewed by a senior member of our management team within 5 business days.
2. Step 2 – Good Faith Negotiation: Via 313 is committed to resolving disputes in good faith. We will make every reasonable effort to reach a mutually satisfactory resolution. We may offer alternatives such as store credit, a complimentary future order, or a partial/full refund depending on the circumstances.
3. Step 3 – External Remedies: If a resolution cannot be reached through internal channels, you retain the right to pursue the following external avenues:
   • File a complaint with the Federal Trade Commission (FTC) at reportfraud.ftc.gov
   • Contact your state's consumer protection office
   • File a chargeback with your bank or credit card issuer (please exhaust our internal process first)
   • Seek mediation or small claims court in your jurisdiction

11. Chargebacks and Payment Disputes

We strongly encourage customers to contact Via 313 directly before initiating a chargeback with their bank or credit card provider. Chargebacks that are filed without first attempting resolution through our refund process may result in additional delays and complications for both parties.

If a chargeback is filed on a transaction that Via 313 considers to have been fulfilled correctly and in accordance with this policy, we reserve the right to contest the chargeback and provide the relevant documentation to the payment processor to support our position.

Fraudulent chargeback claims may result in the suspension of your account and the refusal of future orders at our discretion.

12. Modifications to This Policy

Via 313 reserves the right to update, amend, or modify this Refund Policy at any time without prior notice. Any changes will be reflected on this page with an updated "Last Updated" date. We encourage you to review this policy periodically to stay informed of any changes. Continued use of our website or services following any modifications constitutes your acceptance of the revised policy.

13. Contact Information for Refund Requests

If you have any questions, concerns, or wish to initiate a refund request, please do not hesitate to contact our customer support team using the details below. We are here to help and will do our best to resolve your issue promptly and fairly.

This Refund Policy was last updated on May 14, 2026, and is effective as of that date. Via 313 is committed to providing a fair and transparent refund process for all of our valued customers.