Refund Policy

At Via 313, we are committed to delivering an outstanding dining and ordering experience. We understand that sometimes things do not go as expected, and we want to make sure that every customer feels heard and treated fairly. This Refund Policy outlines the terms and conditions under which refunds, exchanges, cancellations, and dispute resolutions are handled. Please read this document carefully before placing any order through our website via313-pizza.click or any other ordering channel associated with Via 313.

1. General Overview

Via 313 specializes in Detroit-style pizza and related food items. Because we deal in perishable food products, our refund policy is structured differently from non-food retail businesses. Our goal is always to resolve any issue quickly, fairly, and with the customer's satisfaction in mind. This policy applies to all orders placed online, by phone, or in person at any Via 313 location.

By placing an order with Via 313, you agree to the terms set forth in this Refund Policy. We reserve the right to update or modify this policy at any time, and any changes will be reflected on this page with an updated effective date.

2. Eligibility Conditions for Refunds

Not every situation automatically qualifies for a refund. The following conditions must generally be met for a refund request to be considered:

• Incorrect Order: You received an item or items that are different from what you ordered (e.g., wrong toppings, wrong size, wrong item entirely).
• Missing Items: One or more items from your order were not delivered or included in your pickup order.
• Food Quality Issues: The food was undercooked, overcooked, spoiled, or otherwise unacceptable in quality upon delivery or pickup.
• Significant Delivery Delay: Your delivery order arrived significantly later than the estimated time quoted at the time of ordering, and the food quality was compromised as a result.
• Allergic Reactions Due to Incorrect Preparation: You clearly noted a food allergy at the time of ordering, and Via 313 failed to honor that allergy notation, resulting in an incorrect item being prepared and delivered.
• Duplicate Charges: You were charged more than once for the same order due to a technical or payment processing error.

Refund eligibility is determined on a case-by-case basis. Via 313 reserves the right to request photographic evidence or other documentation to support a refund claim.

3. Timeframes for Refund Requests

Because we deal in perishable food products, refund requests must be submitted within specific timeframes to be considered valid:

Requests submitted after the timeframes listed above may not be honored at our discretion. We strongly encourage customers to inspect their orders immediately upon receipt and contact us as soon as an issue is identified.

4. Non-Refundable Items and Situations

Certain items and circumstances are not eligible for a refund under this policy:

• Change of Mind: If you simply change your mind after placing an order or receiving your food, a refund will not be issued.
• Consumed Food: If the majority of a food item has been consumed and a quality complaint is then made, refunds will generally not be issued. Customers are encouraged to contact us before consuming an item they believe is incorrect or of poor quality.
• Customization Preferences: Via 313 makes every effort to fulfill customization requests, but minor variations in toppings, portion sizes, or presentation that do not significantly deviate from the order are not grounds for a refund.
• Delivery Fees: Delivery fees are non-refundable unless the delivery never took place due to an error on our part.
• Tips and Gratuities: Any tips paid to delivery drivers or staff are non-refundable.
• Third-Party Platform Orders: Orders placed through third-party delivery platforms (such as DoorDash, Uber Eats, Grubhub, etc.) are subject to those platforms' refund policies. Via 313 cannot process refunds for orders not placed directly through our website or by phone with our team.
• Promotional Items and Free Offers: Items provided as part of a promotion, discount, or complimentary offering are not eligible for monetary refunds.

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

To make the refund process as smooth as possible, please follow these steps:

1. Contact Us Promptly: Reach out to our customer support team as soon as you identify an issue with your order. You can contact us at:
   • Email: [email protected]
   • Website: via313-pizza.click
2. Provide Your Order Details: When contacting us, please have the following information ready:
   • Your full name
   • Order number or confirmation number
   • Date and time of your order
   • Method of payment used
   • A clear description of the issue
3. Submit Photographic Evidence (if applicable): For food quality issues, incorrect items, or missing items, please take a clear photo of the food or packaging and attach it to your email or message. This significantly speeds up the review process.
4. Wait for Our Response: A member of our customer service team will review your request and respond within 1–2 business days with a resolution or a request for additional information.
5. Refund Confirmation: Once your refund is approved, you will receive a confirmation email or notification with the details of the refund amount and expected processing time.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your funds depends on your payment method:

7. Partial Refunds

In some cases, a full refund may not be appropriate, and Via 313 may issue a partial refund instead. Partial refunds may be granted under the following circumstances:

• Only some items in your order were incorrect or missing (you will receive a refund for only those items).
• The food quality was partially satisfactory (e.g., one pizza was fine but another was undercooked).
• A customization was partially incorrect but the item was still largely as ordered.
• A delivery was late, but the food was still in acceptable condition (a partial discount or credit may be offered instead of a full refund).

The amount of a partial refund will be determined by our customer service team based on the specific circumstances of your complaint. Via 313 may also offer store credit in lieu of a partial monetary refund, at our discretion.

8. Exchange Policy

Because we deal in freshly prepared food, traditional product exchanges are generally not applicable. However, Via 313 does offer the following remedies in certain situations:

• Replacement Order: If your order was significantly incorrect or the food was of unacceptable quality, Via 313 may offer to prepare and deliver or make available for pickup a replacement order at no additional charge. This option is available only if you contact us within 2 hours of receiving your original order and only if the replacement can be reasonably prepared within our operating hours.
• Store Credit: In some cases, we may offer store credit equivalent to the value of the affected items, which can be applied toward a future order at Via 313.

Replacement orders and store credit offers are subject to management approval and availability. We reserve the right to determine the most appropriate remedy for each situation.

9. Cancellation Policy

We begin preparing your order almost immediately after it is placed, which limits our ability to accommodate cancellations. However, the following rules apply:

9.1 Online and Phone Orders

• Within 5 minutes of placing the order: You may cancel your order and receive a full refund. Please call us immediately at our contact number or email [email protected] to request a cancellation.
• After 5 minutes: Once our kitchen has begun preparing your order, cancellations are generally not accepted. Exceptions may be made at management's discretion for documented emergencies or extenuating circumstances.

9.2 Scheduled / Pre-Ordered Items

If you have placed a pre-order or a scheduled order for a future date and time, cancellations must be made at least 24 hours before the scheduled pick-up or delivery time to qualify for a full refund. Cancellations made less than 24 hours in advance may result in a partial refund or store credit only.

9.3 Catering Orders

Catering orders require a minimum of 48 hours' notice for cancellation to receive a full refund. Cancellations made within 24–48 hours of the scheduled event may receive a 50% refund. Cancellations made less than 24 hours before the event are non-refundable, as ingredients and preparation have already been committed.

10. Dispute Resolution Process

If you are not satisfied with our response to your refund request, we encourage you to follow our formal dispute resolution process:

1. Step 1 — Internal Review: Submit a written complaint to [email protected] outlining your dispute and the resolution you are seeking. Our management team will review your complaint and respond within 5 business days.
2. Step 2 — Escalation: If you are still not satisfied after the internal review, you may request that your complaint be escalated to a senior member of management. This escalated review will be completed within an additional 5 business days.
3. Step 3 — Chargeback Process: If you believe you have been charged for goods or services you did not receive, you have the right under the Fair Credit Billing Act (FCBA) and applicable payment network rules to initiate a chargeback through your bank or card issuer. We recommend attempting to resolve the issue directly with us before initiating a chargeback, as chargebacks can be a lengthy process.
4. Step 4 — Consumer Protection Agencies: As a business operating in the United States, Via 313 is subject to the jurisdiction of the Federal Trade Commission (FTC) under the FTC Act, which prohibits unfair or deceptive trade practices. You have the right to file a complaint with the FTC at reportfraud.ftc.gov if you believe your consumer rights have been violated. You may also contact your state's Attorney General's consumer protection office.
5. Step 5 — Informal Mediation: In the event of an unresolved dispute, both parties agree to attempt to resolve the matter through good-faith informal mediation before pursuing any formal legal action. Either party may request mediation by notifying the other party in writing.

11. Special Circumstances

Via 313 recognizes that unique situations may arise that fall outside the standard parameters of this policy. In such cases, we ask that you contact us directly so we can work toward a fair and reasonable resolution. Our team is empowered to make exceptions to this policy when circumstances genuinely warrant it.

Examples of special circumstances that may be evaluated on a case-by-case basis include:

• Documented food allergies or medical conditions affected by incorrect preparation
• Technical errors on our website or ordering system that resulted in incorrect charges
• Natural disasters, extreme weather events, or other force majeure events affecting delivery
• Hardship situations reported by regular, verified customers

12. Amendments to This Policy

Via 313 reserves the right to amend, update, or modify this Refund Policy at any time without prior notice. Any changes will become effective immediately upon being posted to our website at via313-pizza.click. Your continued use of our services after any such changes constitutes your acceptance of the updated policy. We encourage you to review this page periodically to stay informed of any updates.

13. Contact Information for Refund Requests

If you have questions about this Refund Policy or wish to submit a refund request, please contact our customer service team using the information below. We are here to help and will do our best to respond promptly and resolve your concern.

This Refund Policy was last updated on April 4, 2026. Via 313 is committed to fair, transparent, and customer-focused service. Thank you for choosing Via 313.