Refund Policy

Effective Date: May 9, 2026 | Last Updated: May 9, 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 you are not completely satisfied with your order, and we have established this Refund Policy to address those circumstances fairly and transparently.

This policy applies to all orders placed through our website eat-caferio.top, including online orders for pickup, delivery, and catering services. We encourage all customers to review this policy thoroughly so that they understand their rights and responsibilities regarding refunds, exchanges, and cancellations.

For questions or concerns related to refunds, you may contact us directly at [email protected].

2. Eligibility Conditions for Refunds

Cafe Rio will consider refund requests 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 delivered or included in your pickup bag.
• Food Quality Issues: The food received was spoiled, undercooked, overcooked, or otherwise unfit for consumption upon delivery or pickup.
• Allergic Reactions Due to Mislabeling: You experienced an adverse reaction caused by an ingredient that was not disclosed on the menu or was incorrectly labeled, despite you having provided accurate dietary information during your order.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a system error.
• Order Never Received: Your delivery order was confirmed but never arrived and was not returned to our location.

To be eligible for a refund, customers must meet the following general conditions:

1. The refund request must be submitted within the applicable timeframe outlined in Section 3 of this policy.
2. The customer must provide valid proof of purchase, including the order confirmation number and payment receipt.
3. The issue must not be caused by customer error, including but not limited to incorrect address entry, failure to pick up an order, or personal taste preferences.

3. Timeframes for Refund Requests

We understand that food-related issues must be reported promptly. The following timeframes apply to all refund requests:

4. Non-Refundable Items and Services

The following items and services are generally not eligible for refunds:

• Orders that have been consumed more than halfway before a complaint is made, unless a genuine quality or safety issue is identified.
• Items returned due to personal taste preferences or a change of mind after the order has been prepared.
• Promotional, discounted, or complimentary items that were provided free of charge.
• Gift cards, vouchers, and store credit previously issued as refunds.
• Delivery fees and service charges, unless the order was never delivered due to our error.
• Special customizations or add-ons that were correctly prepared as instructed by the customer.
• Orders affected by force majeure events, including natural disasters, severe weather, or government-mandated closures.

5. How to Request a Refund — Step-by-Step Process

To initiate a refund request with Cafe Rio, please follow these steps:

1. Gather Your Information: Before contacting us, collect the following details:
   • Your full name and contact information
   • Order confirmation number
   • Date and time of the order
   • Description of the issue experienced
   • Photographs of the food or packaging (if applicable)
2. Contact Us: Reach out to our customer support team via:
   • Email: [email protected]
   • Website: eat-caferio.top
3. Submit Your Request: Clearly describe the issue in your message and attach any supporting documentation, including photos and your proof of purchase.
4. Await Confirmation: Our team will acknowledge your request within 1–2 business days and may ask for additional information if required.
5. Review and Decision: Our customer service team will review your claim and communicate a decision within 3–5 business days of receiving all necessary information.
6. Refund Issued: If your request is approved, your refund will be processed according to the timelines outlined in Section 6.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the processing time will depend on the original payment method used at the time of purchase:

Please note that while we process refunds promptly on our end, the time for funds to appear in your account may vary depending on your financial institution's internal policies. Cafe Rio is not responsible for any delays caused by your bank or payment provider.

7. Partial Refunds

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

• Only certain items in a multi-item order were missing, incorrect, or unsatisfactory.
• The customer consumed a significant portion of the food before identifying a quality issue.
• The order was partially fulfilled correctly, with only one or two components being incorrect.
• A discount, coupon, or promotional code was applied at checkout that reduces the refundable amount.
• The refund request involves both refundable and non-refundable items within the same order.

The amount of a partial refund will be determined at the discretion of Cafe Rio's customer service team, based on the nature and extent of the issue reported.

8. Exchange Policy

Cafe Rio does not offer direct item exchanges in the traditional retail sense, as our products are freshly prepared food items. However, in cases where an incorrect item was delivered or prepared, we may offer the following alternatives:

• Replacement Meal: Where feasible, we will arrange for the correct item to be prepared and delivered or made available for pickup at no additional charge.
• Store Credit: If a replacement is not possible due to timing or distance constraints, we may issue store credit equivalent to the value of the affected item for use on a future order.
• Partial or Full Refund: If neither a replacement nor store credit is acceptable, a monetary refund will be processed as outlined in this policy.

To request an exchange or replacement, customers must follow the same process described in Section 5 and report the issue within the applicable timeframe.

9. Cancellation Policy

We understand that plans can change. The following cancellation terms apply to orders placed through eat-caferio.top:

9.1 Standard Orders (Pickup and Delivery)

• Orders may be cancelled for a full refund if the cancellation request is submitted within 5 minutes of placing the order and before food preparation has begun.
• Once food preparation has commenced, cancellations will not be accepted, and no refund will be issued.
• If a cancellation is requested after preparation has begun due to an emergency or error on our part, we will evaluate the request on a case-by-case basis.

9.2 Catering and Large Group Orders

• Catering orders cancelled 72 hours or more before the scheduled event date will receive a full refund.
• Catering orders cancelled between 24 and 72 hours before the event will receive a 50% refund.
• Catering orders cancelled less than 24 hours before the scheduled event are not eligible for a refund.
• Deposits paid for catering orders are non-refundable if the order is cancelled within 24 hours of the event.

9.3 Scheduled Future Orders

If you have placed an order scheduled for a future date, you may cancel it up to 24 hours before the scheduled time for a full refund. Cancellations made within 24 hours of the scheduled time will follow the standard cancellation terms above.

10. Dispute Resolution Process

Cafe Rio is committed to resolving all customer concerns in a fair and timely manner. If you are not satisfied with our initial response to your refund request, you may escalate the matter using the following process:

1. Step 1 — Internal Escalation: Reply to your original support email and request a supervisory review. Our management team will re-evaluate your case within 5 business days.
2. Step 2 — Written Formal Complaint: If the matter remains unresolved, you may submit a formal written complaint to [email protected] with the subject line "Formal Refund Dispute." Include all relevant documentation and a clear description of the resolution you are seeking.
3. Step 3 — External Mediation: If we are unable to resolve the dispute internally, either party may seek mediation through a mutually agreed-upon third-party mediator. The cost of mediation shall be shared equally between both parties.
4. Step 4 — Consumer Protection Agencies: Customers in the United States have the right to file a complaint with the Federal Trade Commission (FTC) at ftc.gov or with their state's Attorney General office. Customers in California may also exercise rights under the California Consumer Privacy Act (CCPA/CPRA).
5. Step 5 — Chargeback Rights: If you paid by credit card and believe you have been wrongfully denied a refund, you retain the right to initiate a chargeback through your card issuer. However, we request that you exhaust all internal resolution steps before initiating a chargeback to allow us the opportunity to resolve the matter directly.

11. Consumer Rights Under United States Law

As a business operating in the United States, Cafe Rio is subject to applicable federal and state consumer protection laws, including:

• The Federal Trade Commission Act (FTC Act): Prohibits unfair or deceptive acts or practices in commerce. Our refund policy is designed to be transparent, honest, and compliant with FTC guidelines.
• State Consumer Protection Laws: Depending on your state of residence, additional rights may apply. We encourage you to familiarize yourself with your state's consumer protection statutes.
• Food Safety Regulations: We comply with all applicable federal and state food safety laws, including regulations enforced by the U.S. Food and Drug Administration (FDA) and the U.S. Department of Agriculture (USDA).

12. Policy Updates

Cafe Rio reserves the right to update or modify this Refund Policy at any time. Changes will be posted on our website at eat-caferio.top, and the "Last Updated" date at the top of this page will reflect the most recent revision. Continued use of our services following any changes constitutes your acceptance of the updated policy. We encourage you to review this page periodically.

13. Contact Information for Refund Requests

If you have any questions about this Refund Policy or wish to submit a refund request, please contact our customer service team using the information below:

This Refund Policy was last reviewed and updated on May 9, 2026. All rights reserved by Cafe Rio.