Refund Policy

At Cafe Rio, customer satisfaction is our highest priority. We understand that situations may arise where a refund, exchange, or cancellation is necessary. This Refund Policy outlines the terms and conditions under which we process refund requests, cancellations, and exchanges for food orders placed through our website at caferio-food.digital or through any other authorized ordering channel. Please read this policy carefully before placing your order.

By placing an order with Cafe Rio, you acknowledge that you have read, understood, and agreed to this Refund Policy in its entirety. This policy is governed by applicable United States consumer protection laws, including guidelines established by the Federal Trade Commission (FTC) under the FTC Act.

1. Eligibility Conditions for Refunds

Cafe Rio will consider refund requests under the following circumstances. All refund requests must meet at least one of the eligibility criteria listed below to be reviewed and processed:

• Incorrect Order: You received an item or meal that was significantly different from what you ordered. This includes wrong food items, incorrect customizations (e.g., allergen-related modifications not honored), or missing components of a combo or meal deal.
• Food Quality Issues: The food delivered or prepared was clearly substandard, spoiled, undercooked, or otherwise unfit for consumption. Photographic evidence may be required to process such claims.
• Order Not Received: Your order was confirmed and paid for but was never delivered or made available for pickup within the stated timeframe.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical or processing error.
• Unauthorized Transactions: A charge appeared on your account that you did not authorize, which must be reported to us immediately and may require coordination with your financial institution.
• Significant Delay: Your delivery was delayed beyond the estimated time window by more than 45 minutes, and you no longer wish to receive the order.

Cafe Rio reserves the right to evaluate each refund request on a case-by-case basis. Submitting a refund request does not guarantee approval. We may require supporting documentation such as photographs, order confirmation numbers, or payment receipts to process your claim.

2. Timeframes for Refund Requests

To be eligible for a refund, you must submit your request within the timeframes specified below. Requests submitted outside of these windows may not be honored except in extraordinary circumstances at Cafe Rio's sole discretion.

We strongly recommend that customers inspect their orders immediately upon receipt and contact us promptly should any issues arise. Late submissions will be reviewed at management's discretion and are not guaranteed to receive a refund.

3. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds. Please review the following non-refundable categories carefully before placing your order:

• Correctly prepared orders: If the order was prepared correctly according to the instructions provided and meets our quality standards, it is not eligible for a refund based on a change of mind.
• Consumed food items: Food that has been substantially consumed before a complaint is raised is generally not eligible for a full refund. A partial refund may be considered at our discretion.
• Promotional or discounted items: Items purchased as part of a special promotion, limited-time offer, or heavily discounted deal may be excluded from our standard refund policy.
• Gift cards and store credits: Once purchased and issued, gift cards and promotional store credits are non-refundable and non-transferable.
• Delivery fees: Delivery fees are generally non-refundable unless the non-delivery was solely due to an error on Cafe Rio's part.
• Custom or specially prepared orders: Orders that required unique preparation, special dietary accommodations, or customization outside of our standard menu are non-refundable once preparation has commenced.
• Orders affected by customer error: If the wrong address, incorrect contact information, or incorrect order details were provided by the customer at the time of ordering, refunds may not be issued.

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

To initiate a refund with Cafe Rio, please follow the steps outlined below. Following this process ensures the fastest possible resolution to your request.

1. Step 1 — Gather Your Information: Before contacting us, collect the following details: your full name, order number, date and time of the order, the specific issue you encountered, and any supporting evidence such as photographs of the food or screenshots of the charge.
2. Step 2 — Contact Our Support Team: Reach out to our customer support team by emailing us at [email protected] or by visiting our website at caferio-food.digital. In your message, clearly state that you are requesting a refund and include all relevant order details.
3. Step 3 — Submit Supporting Documentation: Attach any photographs, receipts, or screenshots that support your refund claim. The more detail you provide, the faster we can review your request.
4. Step 4 — Receive Acknowledgment: Our support team will acknowledge receipt of your refund request within 1–2 business days. You will receive a reference or ticket number for tracking purposes.
5. Step 5 — Review and Decision: Our team will review your request, investigate the issue with our kitchen or delivery operations if necessary, and make a determination within 3–5 business days of receiving your complete claim.
6. Step 6 — Resolution Notification: You will be notified via email of the outcome of your refund request. If approved, the refund will be initiated according to the processing times outlined in Section 5 of this policy.

5. Refund Processing Times by Payment Method

Once a refund has been approved by our team, the time it takes for the funds to appear in your account depends on your original payment method. Please refer to the table below for estimated processing timelines:

Please note that while Cafe Rio initiates the refund promptly upon approval, the actual appearance of funds in your account is subject to your bank or financial institution's processing schedule, which is outside of our control. If you have not received your refund after the maximum estimated timeframe, please contact your bank before reaching out to us.

6. Partial Refunds

In certain situations, Cafe Rio may approve a partial refund rather than a full refund. Partial refunds may be issued under the following conditions:

• Only certain items in a multi-item order were incorrect or missing, while the rest of the order was accurately prepared.
• The food quality issue affected only a portion of the order.
• A portion of the food was consumed before the issue was identified or reported.
• A promotional discount was applied to the original order, and the refund reflects the discounted price paid rather than the full menu price.
• The delay or error was a contributing factor alongside customer-provided incorrect instructions.

The amount of any partial refund will be determined at the discretion of our customer support team based on the nature and extent of the issue. We aim to be fair and transparent in all partial refund determinations. You will be informed of the partial refund amount before it is processed, and you will have the option to accept or escalate the matter through our dispute resolution process.

7. Exchange Policy

Due to the perishable nature of food products, Cafe Rio's ability to offer direct exchanges is limited. However, we do offer the following alternatives where appropriate:

• In-Store Exchanges: If you are dining in or have placed a pickup order and the item received is incorrect, please notify our staff immediately. In most cases, we will prepare the correct item for you at no additional cost, subject to availability.
• Delivery Order Replacements: For delivery orders, a direct exchange (re-delivery of the correct item) may be offered at the discretion of our management team, depending on proximity, timing, and the nature of the error.
• Store Credit in Lieu of Exchange: In cases where a direct replacement is not feasible (e.g., the kitchen is closed, or the item is no longer available), we will issue store credit equivalent to the value of the incorrect or unsatisfactory item for use on a future order.

Exchanges are not available for food items where the preparation was correct but the customer has changed their mind regarding their choice. We encourage customers to review their orders carefully before finalizing payment.

8. Cancellation Policy

Because food preparation begins shortly after an order is placed and confirmed, our cancellation window is limited. Please review the following cancellation terms carefully:

• Within 5 minutes of ordering: Orders cancelled within 5 minutes of being placed and confirmed may be eligible for a full refund, provided that preparation has not yet commenced.
• After 5 minutes but before preparation is complete: Cancellations in this window may be eligible for a partial refund at our discretion, covering any components not yet prepared.
• After preparation has begun or been completed: Once food preparation is complete or the order has been dispatched for delivery, cancellations will generally not be accepted and no refund will be issued.
• Catering and large group orders: For catering orders or orders serving groups of 10 or more, cancellations must be made at least 24 hours in advance to receive a full refund. Cancellations made within 12–24 hours prior may be eligible for a 50% refund. No refund will be issued for cancellations made less than 12 hours before the scheduled preparation time.

To request a cancellation, please contact us immediately via email at [email protected] with your order number and the reason for cancellation. We will do our best to accommodate your request, but we cannot guarantee cancellations once an order has entered the preparation stage.

9. Dispute Resolution Process

If you are dissatisfied with the outcome of your refund request, Cafe Rio provides a structured dispute resolution process to ensure fair handling of all complaints.

Step 1 — Internal Escalation

If your initial refund request has been denied or you believe the resolution offered was inadequate, you may request an escalation of your case to our senior management team by replying to your refund resolution email and including the words "Formal Dispute" in the subject line. Please provide any additional documentation or context that was not included in your original request.

Step 2 — Management Review

Our senior management team will review the escalated dispute within 5–7 business days and will provide a final internal decision in writing. This review will consider all submitted evidence and previous communications.

Step 3 — External Resolution

If you remain unsatisfied after exhausting our internal escalation process, you may seek resolution through the following external channels:

• File a complaint with the Federal Trade Commission (FTC) at www.ftc.gov.
• Contact your state's consumer protection office or Attorney General's office.
• Pursue mediation or arbitration as provided under applicable United States law.
• Initiate a chargeback through your bank or credit card company if the charge was unauthorized or if we failed to deliver services paid for — please note that this step should only be taken after good-faith attempts to resolve the matter directly with us have been exhausted.

Cafe Rio is committed to resolving all disputes in a fair, transparent, and timely manner and will cooperate fully with any legitimate external dispute resolution process.

10. Contact Information for Refund Requests

For all refund requests, cancellations, exchanges, or related inquiries, please contact our customer support team using the information provided below. Our team is available Monday through Friday, 9:00 AM to 6:00 PM (local time), and will respond to all inquiries as promptly as possible.

When contacting us, please include your full name, order number, contact information, a description of the issue, and any supporting documentation to help us resolve your inquiry as quickly and efficiently as possible.

11. Policy Updates

Cafe Rio reserves the right to modify, update, or revise this Refund Policy at any time without prior notice. Any changes will be effective immediately upon posting to our website at caferio-food.digital. 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. Your continued use of our services following any updates constitutes your acceptance of the revised policy.