Refund Policy

Last Updated: May 6, 2026

1. Introduction

At Cafe Rio, we are committed to delivering high-quality food and an exceptional dining experience to every customer. We understand that situations may arise where a refund or exchange is necessary, and we have developed this Refund Policy to address those circumstances fairly and transparently.

This policy applies to all orders placed through our website food-caferio.click or through any other authorized ordering channels associated with Cafe Rio. Our goal is to resolve all concerns promptly and professionally in accordance with applicable United States consumer protection laws, including guidelines set forth by the Federal Trade Commission (FTC).

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

2. Eligibility Conditions for Refunds

Cafe Rio evaluates refund requests on a case-by-case basis. To be eligible for a refund, the following general conditions must typically be met:

• Your order was placed through an official Cafe Rio channel, including our website food-caferio.click.
• The refund request is submitted within the timeframes outlined in Section 3 of this policy.
• The issue reported is verifiable and falls within one of the accepted refund categories listed below.
• You provide adequate proof of purchase, such as a confirmation email, order number, or payment receipt.
• The concern has not already been addressed, compensated, or resolved in a prior interaction with our team.

2.1 Accepted Refund Categories

Refunds may be considered under the following circumstances:

• Incorrect Order: You received items that do not match what was listed on your confirmed order.
• Missing Items: One or more items from your order were not delivered or included.
• Food Quality Issues: The food received was spoiled, contaminated, or significantly below acceptable quality standards.
• Allergic Reactions Due to Mislabeling: You experienced an adverse reaction caused by undisclosed or mislabeled ingredients.
• Failed or Duplicate Transactions: You were charged multiple times for the same order, or your payment was processed but no order was received.
• Order Not Delivered: Your delivery order was never received, and the issue is confirmed by our delivery records.

3. Timeframes for Refund Requests

Timely reporting is essential for us to investigate and resolve your concern effectively. Please adhere to the following timeframes when submitting a refund request:

Requests submitted outside of these timeframes may not be eligible for a refund. We strongly recommend that you inspect your order upon receipt and contact us immediately if you identify any issues.

4. Non-Refundable Items and Situations

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

• Food items that have been partially or fully consumed, except in cases of documented food safety concerns.
• Orders where the customer simply changed their mind after the order was confirmed and prepared.
• Customized or special-request items that were prepared exactly as specified by the customer.
• Promotional, discounted, or complimentary items provided as part of a special offer.
• Delivery fees, service fees, or platform charges in cases where the food itself was delivered correctly.
• Requests submitted after the applicable reporting window has passed.
• Issues arising from incorrect delivery information provided by the customer.
• Orders affected by events outside our reasonable control, such as natural disasters, extreme weather, or internet service outages.

5. How to Request a Refund

To ensure your refund request is processed quickly and efficiently, please follow the step-by-step process outlined below:

Step 1: Gather Your Information

Before contacting us, please have the following information ready:

• Your full name and contact information
• Order number or confirmation email
• Date and time of the order
• A clear description of the issue
• Photographic evidence, if applicable (especially for food quality or incorrect order issues)

Step 2: Contact Cafe Rio

Reach out to our customer support team using one of the following methods:

• Email: [email protected]
• Website: food-caferio.click

In your message, clearly state that you are submitting a refund request and include all relevant details from Step 1.

Step 3: Wait for Acknowledgment

Our customer support team will acknowledge your request within 1 to 2 business days. You will receive a confirmation message with a reference number for your request.

Step 4: Investigation and Review

Our team will review your request, which may involve verifying your order details, reviewing delivery records, and assessing any submitted evidence. We aim to complete this review within 3 to 5 business days.

Step 5: Resolution Notification

Once a decision has been made, we will notify you via email with the outcome of your refund request. If approved, we will initiate the refund process as described in Section 6 below.

6. Refund Processing Times by Payment Method

Once your refund has been approved, the time it takes to receive your funds depends on the payment method used for the original transaction:

Please note that while Cafe Rio initiates refunds promptly upon approval, the actual time for funds to appear in your account is subject to your bank or payment provider's processing schedule. Cafe Rio is not responsible for delays caused by third-party financial institutions.

7. Partial Refunds

In some cases, a partial refund may be issued rather than a full refund. This may occur when:

• Only certain items from your order were incorrect, missing, or unsatisfactory, while the remainder of the order was acceptable.
• The reported issue affected only a portion of the meal or service provided.
• A customer-applied discount or promotional offer was associated with the order, affecting the refundable amount.
• Delivery charges or service fees are not included in the approved refund amount.
• There is shared responsibility for the issue, such as a delay partly caused by external delivery circumstances beyond our control.

The amount of any partial refund will be determined at the sole discretion of Cafe Rio based on a fair assessment of the situation. We will communicate the refund amount clearly in our resolution notification.

8. Exchange Policy

In lieu of a monetary refund, Cafe Rio may offer to replace or exchange an item under the following conditions:

• The original order item was incorrect or did not meet quality standards.
• The replacement request is made within the applicable reporting window (see Section 3).
• The exchange is feasible based on the availability of the requested item and our operational capacity at the time.

For in-restaurant orders, exchanges may be handled directly at the location by a manager or authorized staff member. For online or delivery orders, please contact us via email at [email protected] to arrange a replacement.

Please note that exchanges are subject to item availability and are not guaranteed in all circumstances. Cafe Rio will make every reasonable effort to accommodate exchange requests in a timely manner.

9. Cancellation Policy

Given the nature of the food service industry, cancellations are subject to strict time limitations. Once an order has entered the preparation stage, it may not be possible to cancel it.

9.1 Online and Delivery Orders

• Before Preparation Begins: You may cancel your order without penalty if you contact us within 5 minutes of placing the order, before the kitchen has started preparing your meal.
• After Preparation Has Begun: Cancellations are generally not accepted once food preparation has commenced. In exceptional circumstances, a partial credit may be offered at our discretion.
• After Dispatch: Orders that have already been dispatched for delivery cannot be cancelled.

9.2 Catering and Pre-Orders

• Catering or large group orders cancelled more than 48 hours before the scheduled delivery or pickup time are eligible for a full refund.
• Cancellations made 24 to 48 hours before the scheduled time may be eligible for a 50% refund or store credit.
• Cancellations made less than 24 hours before the scheduled time are generally non-refundable, as ingredients and preparation resources will have already been committed.

To initiate a cancellation, please contact us immediately at [email protected] with your order number and reason for cancellation.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Cafe Rio offers a structured dispute resolution process to ensure every customer concern is given a fair and thorough review.

Step 1: Internal Escalation

If you believe your initial refund decision was unjust or incomplete, you may request an escalation by emailing [email protected] with the subject line "Refund Dispute – [Your Order Number]." Please include:

• Your original refund request reference number
• A clear explanation of why you disagree with the decision
• Any additional supporting evidence or documentation

Our management team will review escalated disputes within 5 to 7 business days and provide a written response.

Step 2: Mediation

If the dispute remains unresolved after internal escalation, both parties may agree to engage a neutral third-party mediator to assist in reaching a mutually acceptable resolution. The costs of mediation, if any, shall be shared equally unless otherwise agreed.

Step 3: Consumer Protection Channels

Customers in the United States retain the right to file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or with your state's Attorney General office if you believe your consumer rights have been violated. Cafe Rio fully supports customers' rights under applicable federal and state consumer protection laws.

Step 4: Chargebacks

Customers may also contact their bank or credit card provider to initiate a chargeback process for unauthorized or disputed transactions. However, we encourage you to work through our internal process first, as chargebacks can significantly delay resolution. Cafe Rio will cooperate fully with any legitimate chargeback investigation.

11. Your Consumer Rights

Cafe Rio respects and honors all consumer rights protected under applicable United States federal and state law, including:

• The FTC Act: Protecting consumers from unfair or deceptive business practices.
• State-Level Consumer Protection Laws: Depending on your state of residence, additional protections may apply. For customers in California, rights under the California Consumer Privacy Act (CCPA/CPRA) may also be relevant regarding personal data submitted as part of a refund request.

Nothing in this Refund Policy is intended to limit or waive any rights you may have under applicable law.

12. Policy Updates

Cafe Rio reserves the right to amend or update this Refund Policy at any time. When we make changes, we will update the "Last Updated" date at the top of this page and, where appropriate, notify customers via email or a notice on our website. Continued use of our services following any such update constitutes your acceptance of the revised policy.

We encourage you to review this policy periodically to stay informed about our refund practices.

13. Contact Information

For all refund-related inquiries, cancellations, or dispute submissions, please contact Cafe Rio using the details below: