Refund Policy

At Cafe Rio, we are committed to delivering a high-quality dining experience and ensuring complete customer satisfaction. We understand that issues may occasionally arise with your order, and this Refund Policy outlines the terms and conditions under which we accept refund requests, process returns, and resolve disputes. Please read this policy carefully before placing your order.

By placing an order through our website caferiofood.rest or any associated platform, you agree to the terms set forth in this Refund Policy. This policy applies to all food orders, whether placed online, via phone, or in person.

1. Eligibility Conditions for Refunds

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

• Incorrect Order: You received an item that is significantly different from what you ordered (e.g., wrong ingredients, wrong dish, or missing customizations that were clearly specified).
• Missing Items: One or more items from your order were not included at the time of delivery or pickup.
• Food Quality Issues: The food received was of unacceptable quality, including but not limited to: undercooked food, food that appears spoiled, or food containing foreign objects.
• Allergen Concerns: Your order contained an ingredient that you specifically requested to be omitted due to a known allergy, and the omission was confirmed at the time of ordering.
• Duplicate Charges: You were charged more than once for the same order due to a technical error on our platform.
• Order Not Delivered: Your delivery order was confirmed but never arrived, and the issue has been verified through our system.
• Significant Delay: Your order experienced an unreasonable and substantial delay beyond the estimated time provided, resulting in food that is unacceptable for consumption.

All refund requests are subject to review and verification by our team. We reserve the right to request supporting documentation, including photographs of the food or packaging, to assess the validity of a claim.

2. Timeframes for Refund Requests

Timeliness is essential in evaluating refund claims. To be eligible for a refund, customers must contact us within the following timeframes:

Refund requests submitted outside of these timeframes may not be honored. We encourage customers to inspect their orders promptly upon receipt and contact us immediately if there is a problem.

3. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds. The following are considered non-refundable:

• Change of Mind: Refunds are not issued simply because you changed your mind about your order after it has been prepared.
• Consumed Food: Items that have been substantially consumed before a complaint is filed are not eligible for a full refund, though a partial refund may be considered.
• Correct Orders with Preference Differences: If your order was prepared exactly as specified but you simply did not enjoy the taste or presentation, a refund may not be issued.
• Promotional or Discounted Items: Items purchased during promotional campaigns or using discount codes may have limited refund eligibility, which will be stated at the time of the promotion.
• Digital Gift Cards or Vouchers: Once purchased and activated, digital gift cards and promotional vouchers are non-refundable.
• Delivery Fees: Delivery fees are non-refundable unless the order was not delivered due to an error on our part.
• Orders Modified by the Customer After Preparation: If you requested changes to your order after it was already being prepared or completed, those modifications do not entitle you to a refund.

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

To ensure your refund request is processed efficiently, please follow the steps outlined below:

1. Step 1 – Gather Your Information: Have your order confirmation number, the date and time of your order, and any relevant details about the issue ready before contacting us.
2. Step 2 – Document the Issue: If applicable, take clear photographs of the food, packaging, or receipt that supports your claim. This documentation can significantly speed up the review process.
3. Step 3 – Contact Us: Reach out to our customer support team via email at [email protected] or visit our website at caferiofood.rest to submit a refund request.
4. Step 4 – Submit Your Request: Provide the following details in your message:
   • Full name and contact information
   • Order confirmation number
   • Date and time of order
   • Description of the issue
   • Attached photos (if applicable)
   • Your preferred resolution (refund, replacement, or store credit)
5. Step 5 – Await Confirmation: Our team will acknowledge your request within 1–2 business days and may follow up with additional questions to verify your claim.
6. Step 6 – Resolution: Once your request is reviewed and approved, we will notify you of the outcome and initiate the appropriate remedy (refund, replacement, or credit).

5. Refund Processing Times by Payment Method

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

Please be aware that while we initiate refunds on our end promptly, the actual time for funds to appear in your account is subject to your financial institution's processing schedule, which is beyond our control. If you have not received your refund after the indicated timeframe, please first check with your bank or payment provider before contacting us.

6. Partial Refunds

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

• Only a portion of your order was incorrect, missing, or unsatisfactory, while the remainder of the order was acceptable.
• The food was partially consumed before the issue was reported.
• The issue was a minor deviation from the order specifications rather than a significant error.
• A promotional discount was applied to the original order, and the refund amount reflects the discounted price paid.
• Delivery fees or service charges that are non-refundable are deducted from the refund amount.

The amount of any partial refund will be determined at the sole discretion of our customer service team, based on the nature and extent of the issue reported. We will always aim to provide a fair and reasonable resolution.

7. Exchange Policy

Due to the perishable nature of food products, traditional exchanges are generally not possible in the same way they might be for retail goods. However, we are committed to making things right for our customers.

If you received an incorrect item, we will do our best to:

• Offer a Replacement: If you are dining in or if delivery logistics allow, we may be able to send you the correct item as a replacement.
• Provide Store Credit: If a physical replacement is not feasible, we may offer store credit equivalent to the value of the incorrect item, which can be applied toward a future order.
• Issue a Refund: If neither a replacement nor store credit is preferred, we will process a monetary refund for the affected item(s).

Exchanges or replacements are subject to availability and are only offered when the error was made on our part. We cannot accommodate exchanges based on personal preference changes after an order has been placed and prepared.

8. Cancellation Policy

We understand that plans can change. Our cancellation policy is as follows:

8.1 Online and Phone Orders

• Orders may be cancelled free of charge if the cancellation request is made before the order has entered the preparation stage.
• Once an order has begun preparation, cancellation may not be possible, and a refund may not be issued.
• To cancel an order, please contact us immediately at [email protected] or through our website at caferiofood.rest.

8.2 Catering and Large Group Orders

• Catering orders require a minimum of 48 hours' notice for cancellation to receive a full refund.
• Cancellations made between 24 and 48 hours before the scheduled time 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 may not be eligible for a refund, as ingredients and preparation resources will already have been committed.

8.3 Third-Party Delivery Platforms

If your order was placed through a third-party delivery service (such as DoorDash, Uber Eats, or Grubhub), cancellation and refund requests must be handled directly through that platform, as we do not have control over their order management systems.

9. Dispute Resolution Process

We are committed to resolving all refund-related disputes in a fair, transparent, and timely manner. If you are dissatisfied with the outcome of your refund request, the following steps outline our dispute resolution process:

1. Informal Resolution: Contact our customer service team at [email protected] and clearly explain why you disagree with the decision. Provide any additional evidence that supports your claim. Our team will review your case and respond within 3–5 business days.
2. Escalation: If you remain unsatisfied after the initial review, you may request that your case be escalated to a senior member of our management team. Escalated cases will be reviewed within 7–10 business days.
3. Mediation: In the event that an agreement cannot be reached through internal channels, both parties may agree to engage a neutral third-party mediator to help resolve the dispute. The costs of mediation will be shared equally unless otherwise agreed upon.
4. Consumer Protection Agencies: As a business operating in the United States, you also have the right to file a complaint with the Federal Trade Commission (FTC) at ftc.gov or with your state's consumer protection office if you believe your consumer rights have been violated.
5. Legal Action: If all other dispute resolution methods have been exhausted, either party may pursue legal action in accordance with applicable United States laws. Any legal proceedings shall be conducted in the appropriate jurisdiction under the laws of the United States.

10. Consumer Rights Under U.S. Law

As a consumer in the United States, you are protected by various federal and state laws, including the Federal Trade Commission (FTC) Act, which prohibits unfair or deceptive acts or practices in commerce. We are fully committed to complying with all applicable consumer protection regulations and to treating our customers with fairness and respect.

If you are a California resident, you may also have additional rights under the California Consumer Privacy Act (CCPA/CPRA) and other California consumer protection laws. For more information about your rights, please visit the California Attorney General's website.

11. Policy Updates

Cafe Rio reserves the right to update or modify this Refund Policy at any time without prior notice. Changes will be effective immediately upon posting to our website at caferiofood.rest. 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.

Continued use of our services following any updates constitutes your acceptance of the revised Refund Policy.

12. Contact Information for Refund Requests

If you have any questions about this Refund Policy, wish to submit a refund request, or need further assistance, please do not hesitate to reach out to our customer support team using the contact details below:

When contacting us, please include your order number, a description of the issue, and any supporting documentation to help us process your request as quickly as possible. Our customer service team is dedicated to ensuring that every concern is addressed professionally and efficiently.