Refund Policy

At Cafe Rio, we are committed to providing our customers with the highest quality food and dining experience. We understand that situations may arise where you need to request a refund or cancellation. This Refund Policy outlines the terms and conditions under which refunds, exchanges, and cancellations are processed. Please read this policy carefully before placing your order.

By placing an order through our website caferio-food.click or any other channel associated with Cafe Rio, you agree to the terms set forth in this Refund Policy. This policy is governed by applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act.

1. Eligibility Conditions for Refunds

We want every customer to be fully satisfied with their experience at Cafe Rio. Refunds may be granted under the following circumstances:

• Incorrect Order: You received an item or meal that is different from what you ordered.
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food received was spoiled, undercooked, contaminated, or otherwise did not meet reasonable quality standards.
• Allergic Reactions Due to Incorrect Preparation: If you specified a dietary restriction or allergy and the item was incorrectly prepared, resulting in a health concern, you may be eligible for a refund.
• Duplicate Charges: Your payment method was charged more than once for the same order.
• Failed Delivery: Your order was confirmed but never delivered and no resolution was provided within the expected delivery timeframe.
• Order Cancellation Before Preparation: You cancelled your order before it entered the preparation stage.

Refund eligibility is determined on a case-by-case basis. Cafe Rio reserves the right to request supporting documentation, including photographs or a description of the issue, before approving any refund request.

2. Timeframes for Refund Requests

To ensure prompt resolution, all refund requests must be submitted within the following timeframes:

Requests submitted outside of these timeframes may not be eligible for a refund. We strongly encourage customers to inspect their orders upon receipt and contact us immediately if any issue is identified.

3. Non-Refundable Items and Services

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

• Orders where the customer simply changed their mind after preparation has begun or the food has been delivered.
• Food items that have been partially or fully consumed without a legitimate quality concern.
• Customizations or special requests that were correctly fulfilled as specified by the customer.
• Promotional, discounted, or complimentary items provided at no charge.
• Delivery fees charged by third-party delivery platforms (these are governed by the respective platform's refund policy).
• Gift cards, vouchers, or store credit once redeemed.
• Delays caused by circumstances beyond our control, including severe weather, traffic, or third-party delivery issues.
• Requests made after the eligible refund timeframe has passed.

4. How to Request a Refund

We have made the refund request process as simple and straightforward as possible. Please follow the steps below to submit your request:

1. Contact Us Directly: Reach out to Cafe Rio customer support via email at [email protected] or visit our website at caferio-food.click.
2. Provide Your Order Details: Include your full name, order number, date and time of the order, and the platform or channel used to place the order (website, app, in-store, phone).
3. Describe the Issue: Clearly explain the reason for your refund request. Be as specific as possible, including details about which item(s) are affected and the nature of the problem.
4. Attach Supporting Evidence: Where applicable, include photographs of incorrect, missing, or substandard items. This will help us resolve your request more efficiently.
5. Wait for Confirmation: Our customer support team will acknowledge receipt of your request within 1–2 business days and provide you with an estimated resolution timeline.
6. Refund Decision: After reviewing your request and any supporting documentation, we will notify you of our decision via the contact information provided. If approved, the refund will be processed according to the timelines outlined below.

5. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes for the funds to be returned to you will depend on your original payment method. The following are estimated processing timeframes:

Please note that while we initiate the refund on our end promptly after approval, the actual time for the funds to appear in your account may vary depending on your financial institution's processing times. Cafe Rio is not responsible for delays caused by banks or payment processors.

6. Partial Refunds

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

• Only specific items in a multi-item order were incorrect, missing, or unsatisfactory.
• The order was partially consumed before a quality issue was identified.
• A discount, promotional code, or store credit was applied to the original order, in which case the refund will reflect the actual amount paid for the affected item(s).
• The issue reported is deemed to be a minor inconvenience rather than a significant quality or fulfillment failure.
• Delivery fees or service charges are not refundable as part of a partial order refund.

The amount of a partial refund will be determined by our customer support team based on the nature and extent of the issue reported. We will communicate the partial refund amount to you before processing.

7. Exchange Policy

In lieu of a cash or credit refund, Cafe Rio may offer an exchange or replacement for certain eligible situations. Our exchange policy works as follows:

• Incorrect Items: If you received the wrong item, we will arrange for the correct item to be prepared and delivered or made available for pickup, subject to availability and your location.
• Quality Concerns: If food quality does not meet our standards, we may offer to replace the item at no additional cost.
• Missing Items: Missing items from your order may be re-sent or credited to your account for a future order.

Exchanges are subject to the same eligibility conditions and timeframes as refund requests. Please contact our support team to initiate an exchange request. Not all situations will qualify for an exchange, and Cafe Rio reserves the right to offer store credit as an alternative where an exchange is not feasible.

8. Cancellation Policy

We understand that plans can change. Our cancellation policy is designed to be fair while accounting for the nature of fresh food preparation:

8.1 Online and Phone Orders

• Orders may be cancelled without charge if the cancellation is made within 5 minutes of order placement and before food preparation has begun.
• Once food preparation has commenced, cancellations are generally not accepted, and refunds will not be issued unless a valid exception applies (see Section 1).
• To cancel an order, contact us immediately at [email protected].

8.2 Catering and Large Group Orders

• Catering or large group orders must be cancelled at least 48 hours before the scheduled pickup or delivery time to receive a full refund.
• Cancellations made between 24 and 48 hours in advance may be subject to a cancellation fee of up to 25% of the total order value.
• Cancellations made less than 24 hours before the scheduled time are non-refundable due to the cost of food and preparation already incurred.

8.3 In-Store Orders

In-store orders that have been placed and are being prepared cannot be cancelled. However, if an error occurs, please notify our staff immediately for assistance.

9. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, you have the right to escalate the matter through the following process:

1. Step 1 – Internal Escalation: Contact our customer support team again and request that your case be escalated to a supervisor or manager. Provide your original case or ticket number along with any new information you wish to include.
2. Step 2 – Written Formal Complaint: If you remain unsatisfied after escalation, you may submit a formal written complaint to us at [email protected] with the subject line "Formal Refund Dispute." We will respond within 5 business days with a final decision.
3. Step 3 – Third-Party Mediation: Should the dispute remain unresolved, both parties agree to attempt resolution through a neutral third-party mediator before pursuing legal action.
4. Step 4 – Chargeback or Regulatory Complaint: If all internal resolution efforts have been exhausted, you retain the right to contact your credit card issuer to initiate a chargeback (where applicable) or file a complaint with the Federal Trade Commission (FTC) at ftc.gov or your state's consumer protection agency.

10. Chargebacks and Fraudulent Claims

We take the integrity of our refund process seriously. Customers who submit false, fraudulent, or exaggerated claims may be subject to the following consequences:

• Denial of the current and any future refund requests.
• Suspension or termination of their account or ordering privileges.
• Reporting of fraudulent activity to relevant authorities where applicable.

If a chargeback is filed with your bank or payment provider without first attempting to resolve the matter with Cafe Rio, we reserve the right to provide evidence to your financial institution to dispute the chargeback where we believe the claim is unjustified.

11. Store Credit as an Alternative

In certain cases, Cafe Rio may offer store credit as an alternative to a monetary refund. Store credit will be applied to your Cafe Rio account and can be used toward any future order placed through caferio-food.click.

• Store credit does not expire unless otherwise stated at the time of issuance.
• Store credit is non-transferable and has no cash value.
• Store credit cannot be combined with certain promotional offers unless explicitly permitted.

12. 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 caferio-food.click. We encourage customers to review this policy periodically to stay informed of any updates. Continued use of our services after changes are posted constitutes your acceptance of the revised policy.

13. Contact Information for Refund Requests

For all refund requests, inquiries, or concerns related to this policy, please contact our customer support team using the details below:

Our customer support team is available during regular business hours. We aim to respond to all refund-related inquiries within 1–2 business days. For urgent matters, please indicate "URGENT" in the subject line of your email.