Refund Policy

At Cafe Rio, we are committed to delivering a high-quality dining and ordering experience to every customer. We understand that circumstances may arise where a refund or exchange is necessary. This Refund Policy outlines the terms and conditions under which refunds, exchanges, and cancellations are handled. Please read this policy carefully before placing an order or making a purchase through our website at food-caferio.rest or at any of our locations.

By placing an order with Cafe Rio, you agree to the terms set forth in this Refund Policy. If you have any questions or concerns, please contact us directly at [email protected].

1. Eligibility Conditions for Refunds

Cafe Rio will consider refund requests under the following conditions. A refund may be issued when:

• Your order was incorrect due to an error on our part (wrong items delivered or prepared).
• Your order arrived in an unsatisfactory condition, such as spoiled, contaminated, or significantly different from what was described on our menu.
• You were charged more than the advertised or agreed-upon price for your order.
• Your online or phone order was confirmed but never prepared or delivered through no fault of your own.
• You experienced a verifiable technical error during an online transaction that resulted in a duplicate charge.
• An item you ordered was unavailable and no suitable substitution was offered or agreed upon before preparation.

To be eligible for a refund, you must provide proof of purchase, including your order number, receipt, or transaction confirmation. Requests must meet the applicable timeframe requirements described in Section 2 below.

2. Timeframes for Refund Requests

Timely reporting is essential for us to investigate and resolve your concern effectively. The following timeframes apply to refund requests:

Requests submitted outside of these timeframes may not be eligible for a refund. We strongly encourage all customers to review their orders upon receipt and report any issues as soon as possible.

3. Non-Refundable Items and Services

Certain items and circumstances are not eligible for a refund. These include, but are not limited to:

• Correctly prepared orders: If your order was prepared correctly and matches what you ordered, but you simply changed your mind or no longer want the item.
• Customized menu items: Food items that were specially prepared according to specific customer instructions (e.g., dietary modifications, custom ingredient requests) are non-refundable unless there was an error in the customization.
• Partially consumed food items: Items that have been partially or fully consumed are generally not eligible for a refund unless there is a documented quality or safety issue.
• Gift cards and promotional vouchers: Purchased gift cards, promotional credits, and digital vouchers are non-refundable and non-transferable.
• Delivery fees and service charges: Third-party delivery fees, platform service charges, and tips are non-refundable unless the delivery itself failed entirely due to our error.
• Orders affected by customer-provided incorrect information: If incorrect delivery address or contact details were provided by the customer, resulting in order failure or delay, no refund will be issued.
• Taste preferences: Subjective dissatisfaction based purely on personal taste preference does not qualify for a refund.

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

To submit a refund request, please follow the steps below:

1. Gather your documentation: Locate your order confirmation email, receipt, or transaction ID. Take photographs of any food quality issues if applicable.
2. Contact us: Reach out to our customer support team via email at [email protected] or visit our website at food-caferio.rest. You may also contact us by phone if a phone number is listed on our website.
3. Provide required information: In your refund request, please include:
   • Your full name
   • Order number or transaction ID
   • Date and time of the order
   • Description of the issue
   • Supporting photos or documentation (if applicable)
   • Your preferred resolution (refund, replacement, or store credit)
4. Await confirmation: Our team will acknowledge your request within 1–2 business days and may follow up with additional questions to complete our review.
5. Resolution: Once the review is complete, we will notify you of our decision via email. If a refund is approved, it will be processed according to the timeframes outlined in Section 5.

5. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes for funds to appear in your account depends on your original payment method:

Please note that Cafe Rio processes refunds promptly upon approval; however, your financial institution's internal processing times may cause additional delays. We are not responsible for delays caused by banks or third-party payment processors.

6. Partial Refunds

In certain situations, Cafe Rio may issue a partial refund rather than a full refund. Partial refunds may apply in the following circumstances:

• Only a portion of your order was incorrect, missing, or unsatisfactory while the remaining items were correct.
• A food item was partially consumed before a quality concern was identified.
• A discount, promotional offer, or coupon was applied to the original order, and the refund amount reflects the actual amount paid for the affected item(s).
• The issue reported represents only a minor deviation from the expected standard, and a full refund would be disproportionate to the inconvenience caused.

The specific amount of a partial refund will be determined by our customer service team on a case-by-case basis and communicated to you prior to processing.

7. Exchange Policy

In cases where food items are incorrect, unsatisfactory in quality, or do not match the description, Cafe Rio may offer an exchange or replacement as an alternative to a monetary refund. The following terms apply to exchanges:

• Replacement items must be requested at the time the issue is reported, typically within 24 hours of the original order.
• In-store purchases may be exchanged immediately upon return of the unsatisfactory item to the serving counter, subject to staff availability and approval.
• Online orders may be eligible for a complimentary replacement on a future visit or delivery, subject to verification of the original order details.
• Exchanges are offered at no additional cost to the customer when the error is on Cafe Rio's part.
• If the replacement item is of higher value than the original, the customer may be asked to pay the difference.
• Exchanges are not available for items that were consumed or for issues based solely on taste preference.

8. Cancellation Policy

We understand that plans change. Our cancellation policy is designed to be fair to both our customers and our operations team.

8.1 Online and Phone Orders

• Orders may be cancelled within 5 minutes of being placed, provided that food preparation has not yet begun.
• Once food preparation has started, cancellations may not be accepted, and no refund will be issued.
• To cancel an order, contact us immediately at [email protected] or call us directly as listed on food-caferio.rest.

8.2 Catering and Large Group Orders

• Catering orders must be cancelled at least 48 hours before the scheduled preparation or delivery time to receive a full refund.
• Cancellations made between 24 and 48 hours in advance may be eligible for a partial refund of up to 50% of the total order value.
• Cancellations made less than 24 hours before the scheduled time are non-refundable, as ingredients and preparation resources will have already been allocated.

8.3 In-Store Orders

• In-store orders cannot be cancelled once they have been placed with our serving staff and preparation has begun.
• If an error is identified before the order is fully prepared, please notify our staff immediately for a correction at no charge.

9. Dispute Resolution Process

If you are not satisfied with the outcome of your refund or cancellation request, Cafe Rio provides a structured dispute resolution process to ensure fair and transparent handling of all concerns.

9.1 Internal Escalation

If your initial refund request was denied or the resolution offered was unsatisfactory, you may request an escalation by emailing [email protected] with the subject line "Refund Dispute – Escalation Request". Please include your original case or order number. A senior member of our customer service team will review your case within 5 business days.

9.2 Chargeback and Credit Card Disputes

Under the Fair Credit Billing Act (FCBA) and applicable consumer protection regulations, you may have the right to dispute a charge with your credit card issuer. We encourage customers to attempt resolution directly with Cafe Rio before initiating a chargeback. If a chargeback is filed without a prior attempt at resolution, we reserve the right to provide evidence of the transaction and our refund policy to the card issuer.

9.3 Consumer Protection Resources

As a business operating in the United States, Cafe Rio complies with applicable federal and state consumer protection laws, including the Federal Trade Commission (FTC) Act, which prohibits unfair or deceptive practices. Customers in California also have additional rights under the California Consumer Privacy Act (CCPA/CPRA) regarding personal data used in connection with transactions. If you believe your consumer rights have been violated, you may contact:

• Federal Trade Commission (FTC): www.ftc.gov
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your state's Attorney General Office for state-level consumer protection assistance.

9.4 Informal Mediation

Before pursuing formal legal action, both parties agree to make a good-faith effort to resolve any dispute through informal negotiation. Please contact us at [email protected] to initiate this process.

10. Changes to This Refund Policy

Cafe Rio reserves the right to update or modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website at food-caferio.rest. We encourage customers to review this policy periodically. Continued use of our services after any changes constitutes acceptance of the updated policy.

11. Contact Information for Refund Requests

For all refund-related inquiries, exchanges, cancellations, or disputes, please contact our customer support team using the information below:

Our customer support team is available to assist you Monday through Friday during regular business hours. We strive to respond to all refund-related inquiries within 1–2 business days.

When contacting us, please have the following information ready to ensure a prompt and efficient resolution:

• Your full name and contact information
• Order number or transaction ID
• Date and time the order was placed
• A clear description of the issue
• Any supporting documentation or photographs