Refund Policy

At Via 313, we are committed to providing our customers with high-quality food and an exceptional dining experience. We understand that situations may arise where a refund or adjustment is necessary. This Refund Policy outlines our procedures, eligibility requirements, and timeframes for processing refunds, exchanges, and cancellations. Please read this policy carefully before placing an order or making a purchase through our website, bbq-via313.click, or at any of our locations.

By placing an order with Via 313, you agree to the terms set forth in this Refund Policy. If you have any questions or concerns, please contact us using the information provided at the end of this document.

1. General Refund Philosophy

Via 313 takes great pride in the quality and authenticity of our Detroit-style BBQ. We strive to ensure every order meets the highest standards of preparation, freshness, and accuracy. If your experience falls short of expectations due to an error on our part, we are dedicated to making it right. Our refund policy is designed to be fair, transparent, and consistent with applicable United States consumer protection laws, including guidelines established by the Federal Trade Commission (FTC) under the FTC Act.

We evaluate all refund requests on a case-by-case basis and reserve the right to use reasonable judgment in determining the appropriate resolution. Our goal is always customer satisfaction, and we will work with you to find an equitable solution whenever a legitimate issue arises.

2. Eligibility Conditions for Refunds

Refund requests may be eligible for consideration under the following circumstances:

• Incorrect Order: You received items that are different from what you ordered, and the error was made by Via 313 or our delivery partner.
• Missing Items: One or more items from your order were not included in your delivery or pickup order.
• Food Quality Issues: The food received was demonstrably spoiled, undercooked, or otherwise unfit for consumption due to a preparation error on our part.
• Significant Delay: Your order experienced an unreasonable delay caused by our kitchen or operations (not including delays caused by third-party delivery services or circumstances beyond our control).
• Duplicate Charges: You were charged more than once for the same order due to a technical or billing error.
• Unauthorized Transaction: A charge was processed on your account without your authorization, subject to verification.

Refund requests that do not fall into the above categories will be reviewed at the sole discretion of Via 313 management. Dissatisfaction based purely on personal taste preferences, or issues arising from incorrect customizations entered by the customer, may not be eligible for a full refund but may be addressed through partial refunds or credits at our discretion.

3. Timeframes for Refund Requests

To be considered for a refund, you must contact Via 313 within the following timeframes after receiving your order or experiencing the issue:

Requests submitted outside of these timeframes may not be eligible for a refund. Via 313 reserves the right to decline refund requests that are not reported within the stated windows, as the perishable nature of food makes it difficult to investigate or verify claims after a reasonable period of time has elapsed.

4. Non-Refundable Items and Services

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

• Food items that have been partially or fully consumed, except in cases of documented food safety or quality issues.
• Orders where the customer provided incorrect delivery address information.
• Orders affected by delays caused by third-party delivery services (e.g., DoorDash, Uber Eats, Grubhub) or weather events beyond our control.
• Customizations or special requests that were entered incorrectly by the customer at the time of ordering.
• Promotional or discounted items purchased as part of a limited-time offer, unless otherwise stated.
• Gift cards or store credit once issued.
• Catering deposits or fees once food preparation or procurement has commenced.
• Delivery fees charged by third-party platforms (these must be resolved directly with the respective platform).
• Service fees or convenience fees charged at the time of transaction.

5. How to Request a Refund — Step-by-Step

If you believe you are eligible for a refund, please follow these steps to ensure your request is processed as efficiently as possible:

1. Gather Your Information: Before contacting us, have the following ready:
   • Your full name and contact information
   • Your order number or confirmation email
   • The date and time of your order
   • A clear description of the issue
   • Photographs of the item(s) in question, if applicable (strongly recommended for food quality issues)
2. Contact Via 313: Reach out to our customer support team via email at [email protected] or through the contact form available on bbq-via313.click. Please use the subject line: "Refund Request – [Your Order Number]".
3. Provide Supporting Documentation: Include all relevant details, photos, and your order confirmation in your initial message to help us review your request promptly.
4. Await Confirmation: Our team will acknowledge your refund request within 1–2 business days. We may follow up with additional questions to investigate your claim.
5. Resolution Decision: Once we have completed our review, we will notify you of our decision via email. If your refund is approved, we will process it according to the payment method used for your original transaction.

We ask for your patience during this process. Our team is dedicated to resolving all concerns fairly and as quickly as possible.

6. Refund Processing Times by Payment Method

Once a refund has been approved by Via 313, the time it takes to appear in your account will vary depending on the payment method used:

Please be aware that while Via 313 initiates the refund promptly upon approval, the actual posting of funds to your account is subject to your financial institution's processing times. Via 313 is not responsible for delays caused by banks or payment processors. If you do not see your refund within the stated timeframe, please contact your bank or card issuer before reaching out to us.

7. Partial Refunds

In some situations, a partial refund may be more appropriate than a full refund. Via 313 may issue partial refunds in the following circumstances:

• Only one or a few items from a multi-item order were incorrect or missing.
• The food quality issue affected only part of the order.
• A discount or promotional code was applied to the original order, and the refund is calculated based on the actual amount paid for the affected item(s).
• The customer consumed a significant portion of the order before reporting the issue.
• A catering or large group order had minor discrepancies that did not affect the overall service delivery.

The amount of a partial refund will be determined by Via 313 management and will reflect the proportional value of the affected item(s) relative to the total order amount. Partial refunds will be applied to the original payment method unless otherwise agreed upon in writing.

8. Exchange Policy

Due to the perishable nature of food products, direct exchanges are handled differently from traditional retail exchanges. Via 313 manages exchanges as follows:

• In-Store / Pickup Orders: If you received an incorrect item and notify staff immediately upon pickup, we will prepare the correct item for you at no additional charge, subject to ingredient availability.
• Delivery Orders: For delivery orders with incorrect items, we are generally unable to facilitate a physical exchange due to logistical and food safety limitations. In such cases, we will offer a refund or store credit for the affected item(s).
• Catering Orders: Exchanges or substitutions for catering orders must be requested at least 48 hours in advance of the scheduled delivery or pickup time. Last-minute changes may not be accommodated.

All exchange decisions are made at the discretion of Via 313 management, with the goal of ensuring customer satisfaction while maintaining food safety and operational standards.

9. Cancellation Policy

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

9.1 Standard Orders (Pickup and Delivery)

• Within 5 minutes of placing the order: A full refund may be issued if the order has not yet been sent to the kitchen for preparation.
• After food preparation has begun: Cancellations are generally not accepted. If a cancellation is approved at our discretion, it may be subject to a partial refund only, reflecting the cost of ingredients and labor already expended.
• After the order has been dispatched for delivery: Cancellations cannot be accepted, and no refund will be issued.

9.2 Catering Orders

• More than 72 hours before the scheduled event: Full refund of any deposit paid, minus any non-recoverable procurement costs.
• Between 48–72 hours before the scheduled event: 50% of the deposit or total amount paid may be refunded.
• Less than 48 hours before the scheduled event: No refund will be issued. All amounts paid are considered non-refundable.

To cancel an order, please contact us immediately at [email protected] with your order number and the reason for cancellation. Cancellation requests submitted via email are time-stamped upon receipt and processed in the order they are received.

10. Dispute Resolution Process

If you are dissatisfied with the outcome of your refund request, Via 313 offers the following dispute resolution options:

10.1 Internal Review

You may request an internal review of any refund decision by contacting our management team directly at [email protected] with the subject line: "Refund Dispute – [Your Order Number]". Please include your original refund request details and the reason you are requesting a review. Our management team will respond within 3–5 business days.

10.2 Chargeback Rights

You retain the right to dispute a charge with your credit card issuer or bank. However, we encourage you to contact Via 313 directly before initiating a chargeback, as most issues can be resolved more quickly through our internal process. Please be aware that fraudulent or unjustified chargeback claims may be contested by Via 313 with supporting documentation.

10.3 Consumer Protection Resources

If you believe your consumer rights have been violated, you may contact the following agencies for assistance:

• Federal Trade Commission (FTC): www.ftc.gov — for general consumer protection issues
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov — for billing and payment disputes
• Your state's Attorney General office for local consumer protection concerns

10.4 Governing Law

This Refund Policy is governed by the laws of the United States. Any disputes arising under this policy shall be subject to the applicable federal and state laws of the jurisdiction in which Via 313 operates. The FTC Act and applicable state consumer protection statutes apply to all transactions conducted through bbq-via313.click.

11. Modifications to This Policy

Via 313 reserves the right to update or modify this Refund Policy at any time without prior notice. Changes will be effective immediately upon posting to our website at bbq-via313.click. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage customers to review this policy periodically to stay informed of any changes. Continued use of our services after any changes are posted constitutes your acceptance of the revised policy.

12. Contact Information for Refund Requests

For all refund requests, cancellations, exchanges, or related inquiries, please contact Via 313 using the following information:

Our customer support team is available during regular business hours. We strive to respond to all inquiries within 1–2 business days. When contacting us regarding a refund, please always include your order number, the email address used to place the order, and a description of the issue to help us assist you as quickly as possible.