Refund Policy

Last Updated: April 11, 2026

1. Introduction

At Via 313, we are committed to delivering the highest quality food and service to every customer. We take great pride in our Detroit-style pizzas and other menu offerings, and your satisfaction is our top priority. However, we understand that situations may arise where a refund or adjustment is necessary.

This Refund Policy outlines the conditions under which refunds, partial refunds, exchanges, and cancellations are processed. This policy applies to all orders placed directly through our website via313-pizzas.click, in-store purchases, and orders placed by telephone. For orders placed through third-party delivery platforms, please refer to those platforms' individual refund policies.

If you have any questions or concerns about this policy, please contact us at [email protected] before placing your order.

2. Eligibility Conditions for Refunds

Via 313 will consider refund requests under the following circumstances:

• Incorrect Order: You received an item that is different from what you ordered.
• 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 of unsatisfactory quality, undercooked, spoiled, or contained foreign objects.
• Allergic Reactions Due to Incorrect Preparation: If you clearly specified an allergy or dietary restriction at the time of ordering and the order was prepared incorrectly as a result, you may be eligible for a refund.
• Significant Delivery Delays: If your delivery order was delayed significantly beyond the estimated time and the food arrived in an unacceptable condition as a direct result.
• Duplicate Charges: If your payment method was charged more than once for a single order due to a technical error.

Refunds are evaluated on a case-by-case basis. Via 313 reserves the right to request photographic evidence or additional information to assess the validity of a refund claim.

3. Non-Refundable Items and Services

The following items and circumstances are generally not eligible for refunds:

• Orders where the customer simply changed their mind after the food was prepared.
• Customizations or special requests that were accurately fulfilled as submitted.
• Promotional items, complimentary items, or free add-ons included with an order.
• Gift cards or store credits once they have been redeemed or used.
• Orders placed through third-party delivery platforms (such as DoorDash, Uber Eats, or Grubhub) — these must be addressed through the respective platform's customer support.
• Orders where the food was consumed in whole or in substantial part before a complaint was raised.
• Delays or issues caused by circumstances beyond our control, including but not limited to severe weather, traffic incidents, or third-party delivery carrier failures.
• Any dissatisfaction based on personal taste preferences when the order was prepared correctly and as described on our menu.

4. Timeframes for Refund Requests

To be eligible for a refund, you must submit your refund request within the following timeframes:

Refund requests submitted outside of these timeframes may not be considered. We strongly encourage customers to inspect their orders promptly upon receipt and to contact us as soon as an issue is identified.

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

To submit a refund request, please follow these steps:

1. Gather Your Order Information: Locate your order confirmation number, the date and time of your order, and the name on the order. Having this information ready will speed up the review process.
2. Document the Issue: If applicable, take clear photographs of the food or packaging that demonstrates the issue (e.g., incorrect item, poor quality, missing component). This evidence will help us resolve your request promptly.
3. Contact Via 313: Reach out to our customer service team using one of the following methods:
   • Email: [email protected]
   • Website: via313-pizzas.click
4. Describe Your Issue: In your message, clearly describe the problem with your order. Include your order number, the specific item(s) affected, a description of the issue, and attach any supporting photographs if available.
5. Await Confirmation: Our customer service team will acknowledge your request within 1–2 business days and may follow up with additional questions if necessary.
6. Refund Decision: After reviewing your claim, we will notify you of our decision via email. If your refund is approved, we will initiate the refund process using the original payment method or provide an alternative resolution.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the processing time will vary depending on your original payment method:

Please note that while Via 313 will initiate the refund promptly upon approval, the time it takes for the funds to appear in your account may depend on your financial institution's processing times, which are outside of our control.

7. Partial Refunds

In some cases, a partial refund may be issued rather than a full refund. Partial refunds may apply in the following situations:

• Only certain items in a multi-item order were incorrect, missing, or unsatisfactory.
• The customer consumed a portion of the order before identifying the issue, and only part of the order was affected.
• The issue was minor in nature and did not affect the overall order significantly (e.g., a small topping was omitted but the majority of the order was prepared correctly).
• Delivery fees may not be refunded if only a portion of the food order qualifies for a refund.

The amount of a partial refund will be determined at the discretion of Via 313 based on a fair assessment of the issue and the value of the affected portion of the order. We are committed to providing a fair resolution in every case.

8. Cancellation Policy

We understand that circumstances change, and we will do our best to accommodate cancellation requests. However, because our food is prepared fresh and quickly upon order placement, the window for cancellation is limited.

8.1 Online and Phone Orders

• Before Preparation Begins: If you contact us immediately after placing your order and food preparation has not yet started, we will cancel your order and issue a full refund.
• After Preparation Has Begun: Once food preparation has started, we are unable to cancel the order or issue a full refund. In some cases, a store credit may be offered at our discretion.
• After Dispatch (Delivery Orders): Orders that have already been dispatched for delivery cannot be cancelled.

8.2 In-Store Orders

In-store orders cannot be cancelled once they have been submitted to the kitchen. Please review your order carefully before confirming it with our staff.

8.3 Catering and Large Group Orders

For catering orders or large group orders, a separate cancellation policy may apply. Cancellations made:

• More than 48 hours in advance: Full refund will be issued.
• Between 24 and 48 hours in advance: A 50% refund may be issued at our discretion.
• Less than 24 hours in advance: No refund will be issued, as ingredients and preparation will have already commenced.

9. Exchange Policy

Via 313 does not operate a traditional exchange program given the perishable and freshly prepared nature of our food products. However, in situations where an incorrect item was received, we will prioritize replacing the item as quickly as possible.

• Incorrect Items (In-Store): If you are dining in or picking up and receive the wrong item, please notify our staff immediately. We will remake your order at no additional cost.
• Incorrect Items (Delivery): If you receive the wrong item via delivery, please contact us within 2 hours. Depending on your location and availability, we may offer to resend the correct item or issue a refund for the affected item.
• Food Quality Issues: If food does not meet our quality standards, we will offer a replacement or appropriate compensation at our discretion.

We do not accept the return of food items once they have left our premises, as we are unable to guarantee the handling or storage conditions of returned food. All exchange assessments will be made based on the information and evidence provided by the customer.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we encourage you to escalate the matter through the following steps:

10.1 Internal Escalation

If your initial refund request has been denied or you are unsatisfied with the resolution offered, please reply to the original email communication and request that your case be reviewed by a senior member of our team. We will conduct a thorough secondary review and respond within 3–5 business days.

10.2 Chargeback and Payment Dispute

If you believe a charge was made in error and Via 313 has been unable to resolve the matter to your satisfaction, you have the right to dispute the charge with your bank or credit card issuer. Under the Fair Credit Billing Act (FCBA) and applicable protections provided by your card network, you may be entitled to file a chargeback. We encourage customers to attempt to resolve disputes directly with us before initiating a chargeback, as this allows for a faster resolution.

10.3 Consumer Protection

As a business operating in the United States, Via 313 is subject to consumer protection regulations enforced by the Federal Trade Commission (FTC) under the FTC Act. If you believe your consumer rights have been violated, you may file a complaint with:

• Federal Trade Commission (FTC): www.ftc.gov
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your state's Attorney General office or consumer protection agency.

10.4 Governing Law

This Refund Policy is governed by and construed in accordance with the laws of the United States and the applicable state laws of the state in which Via 313 operates. Any disputes arising under this policy shall be subject to the exclusive jurisdiction of the courts in the applicable jurisdiction.

11. Third-Party Delivery Platforms

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

• Refund requests for orders placed through third-party platforms must be submitted directly to that platform, as payment is processed by them and not by Via 313.
• Via 313 does not have access to or control over payment information for third-party platform orders.
• Issues related to delivery (such as delays or missing items added by the delivery driver) should be directed to the delivery platform's customer support.
• If the issue was caused directly by our kitchen (e.g., incorrect preparation), we encourage you to contact us as well so that we can improve our quality control processes.

12. Changes to This Refund Policy

Via 313 reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on this page with an updated revision date at the top. We encourage customers to review this policy periodically. Your continued use of our services after any changes to this policy constitutes your acceptance of the revised terms.

13. Contact Information

If you have any questions, concerns, or refund requests, please do not hesitate to contact us. Our customer service team is ready to assist you.

This Refund Policy was last reviewed and updated on April 11, 2026. Via 313 is dedicated to providing a fair, transparent, and customer-focused experience for every order.