Refund Policy

Effective Date: June 9, 2026  |  Last Updated: June 9, 2026

1. Introduction

At Cafe Rio, customer satisfaction is at the heart of everything we do. We are committed to providing fresh, high-quality food products and an exceptional dining and ordering experience. We understand that situations may arise where a refund or exchange is necessary, and we have developed this Refund Policy to address those circumstances in a fair, transparent, and timely manner.

This policy applies to all orders placed directly through our website caferio-fresh.rest, whether for dine-in, takeout, or delivery. If you have any questions regarding this policy, please do not hesitate to contact us at [email protected].

2. Eligibility Conditions for Refunds

Not all situations automatically qualify for a refund. In order to be considered eligible for a refund, the following conditions must generally be met:

• Your order was placed directly through caferio-fresh.rest or at a Cafe Rio location.
• The issue with your order is reported within the applicable timeframe described in Section 3 of this policy.
• You provide sufficient documentation or evidence supporting your refund request, such as photographs, order confirmation numbers, or receipts.
• The problem with your order is due to one of the qualifying reasons listed below.

2.1 Qualifying Reasons for Refunds

Cafe Rio will consider refund requests under the following circumstances:

• Incorrect Order: You received items that differ from what you ordered (wrong dish, wrong size, or missing items).
• Food Quality Issues: The food delivered or provided was spoiled, undercooked, contained foreign objects, or was otherwise unfit for consumption at the time of delivery or pickup.
• Allergic Reactions Due to Mislabeling: You experienced an adverse reaction due to undisclosed allergens that were not indicated on the menu or in your order confirmation.
• Order Not Delivered: Your delivery order was confirmed and charged but never arrived.
• Duplicate Charges: You were billed more than once for the same order.
• Technical Errors: A technical glitch on our website caused an unintended or erroneous charge to your payment method.
• Significant Delay: Your order arrived substantially later than the estimated delivery time without prior notice, resulting in the food being unusable.

3. Timeframes for Refund Requests

To ensure that all refund requests can be properly investigated and resolved, we require that claims be submitted within specific timeframes. Requests submitted after these deadlines may not be honored, except in extraordinary circumstances at Cafe Rio's sole discretion.

Given the perishable nature of food products, we strongly encourage customers to inspect their orders upon receipt and report any issues as promptly as possible.

4. Non-Refundable Items and Situations

Certain items, services, and situations are not eligible for refunds under this policy. These include, but are not limited to:

• Change of Mind: Refunds will not be issued simply because you changed your mind after placing or receiving your order.
• Consumed or Partially Consumed Orders: If the majority of the food item has been consumed, a refund will generally not be issued unless there is a documented quality or safety concern.
• Customization Errors by Customer: If an incorrect order resulted from an error made by the customer during the ordering process (e.g., selecting the wrong item or failing to note an allergy), we are not obligated to issue a full refund, though we may offer partial accommodations at our discretion.
• Orders Placed Through Third-Party Platforms: If your order was placed via a third-party delivery service (e.g., DoorDash, Uber Eats, Grubhub), the refund policy of that platform will apply. Please contact the respective platform directly.
• Promotional or Discounted Items: Items purchased as part of a limited-time promotion may be subject to modified refund terms, which will be disclosed at the time of the promotion.
• Gift Cards and Digital Credits: Purchased gift cards and promotional credits are non-refundable and cannot be redeemed for cash.
• Late Requests: Refund requests submitted after the applicable timeframe specified in Section 3 will generally not be accepted.

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

If you believe you are eligible for a refund based on the criteria outlined above, please follow these steps to submit your request:

1. Step 1 – Gather Your Information: Before contacting us, please have the following details ready:
   • Your full name and contact information
   • Your order number or confirmation email
   • The date and time your order was placed and received
   • A clear description of the issue
   • Photographic evidence (where applicable), such as photos of incorrect, damaged, or substandard food
2. Step 2 – Contact Cafe Rio: Submit your refund request using one of the following methods:
   • Email: [email protected]
   • Website: caferio-fresh.rest
   When emailing, please use the subject line: "Refund Request – Order #[Your Order Number]"
3. Step 3 – Await Acknowledgment: Our customer service team will acknowledge receipt of your request within 1–2 business days.
4. Step 4 – Review and Investigation: We will review your request, examine the details provided, and may request additional information if necessary. This review process typically takes 2–5 business days.
5. Step 5 – Decision Notification: You will be notified by email regarding the outcome of your refund request. If approved, we will provide details on the refund amount and processing timeline.
6. Step 6 – Refund Issued: If your refund is approved, the amount will be processed according to the timelines outlined in Section 6 of this policy.

6. Refund Processing Times by Payment Method

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

7. Partial Refunds

In certain circumstances, Cafe Rio may issue a partial refund rather than a full refund. Situations where a partial refund may apply include:

• Only a portion of your order was incorrect, missing, or unsatisfactory.
• The food quality issue affected only one item in a multi-item order.
• The customer had partially consumed the order before discovering the issue.
• A discount or promotional offer was applied to the original order, and the refund amount will reflect the discounted price paid.
• Delivery fees and service charges may be non-refundable if the order itself was prepared and dispatched correctly.

The amount of any partial refund will be determined by Cafe Rio at its reasonable discretion and communicated to the customer in writing prior to processing.

8. Exchange Policy

Where appropriate and feasible, Cafe Rio may offer a food exchange or order replacement in lieu of a monetary refund. Exchanges are subject to the following conditions:

• The exchange must be for an item of equal or lesser value. If you prefer an item of greater value, you may be required to pay the difference.
• Exchanges are only available for orders placed for pickup or dine-in at a Cafe Rio location, where the replacement can be prepared and handed over immediately or within a reasonable timeframe.
• For delivery orders, we may offer a replacement delivery at no additional charge, subject to availability and delivery area limitations.
• Exchange requests must be made within the same timeframes outlined in Section 3.
• Cafe Rio reserves the right to decline an exchange request and offer a refund instead where an exchange is not operationally feasible.

9. Cancellation Policy

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

9.1 Online and Phone Orders

• Before Preparation Begins: If you cancel your order before our kitchen has begun preparing it, you will receive a full refund. Please contact us as soon as possible after placing your order if you need to cancel.
• After Preparation Has Begun: Once our kitchen staff has started preparing your order, cancellations will not be accepted, and no refund will be issued. This is due to the perishable nature of fresh food and the costs already incurred.
• After Dispatch for Delivery: Orders cannot be cancelled once they have been dispatched for delivery.

9.2 Catering and Large Group Orders

For catering orders or large group reservations placed through Cafe Rio:

• Cancellations made more than 48 hours before the scheduled date will receive a full refund.
• Cancellations made 24–48 hours before the scheduled date will receive a 50% refund.
• Cancellations made less than 24 hours before the scheduled date will not be eligible for a refund due to food preparation costs already incurred.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, you have the right to escalate the matter. Cafe Rio is committed to resolving all disputes fairly and efficiently.

10.1 Internal Escalation

If your initial refund request was denied or you received only a partial refund that you believe is insufficient, you may request an escalated review by contacting us at [email protected] with the subject line "Escalated Refund Dispute – Order #[Your Order Number]". Please include any additional documentation or explanation supporting your claim. A senior member of our customer service team will review the matter within 5–7 business days.

10.2 Chargeback and Credit Card Disputes

You have the right to dispute a charge directly with your credit or debit card issuer or payment service provider. Under the Fair Credit Billing Act (FCBA) and applicable regulations, cardholders in the United States may dispute unauthorized or incorrect charges. However, we kindly ask that you first attempt to resolve the matter directly with us before initiating a chargeback, as this allows us to address your concern more efficiently.

10.3 Consumer Protection Agencies

Customers located in the United States who believe their consumer rights have been violated may also contact:

• The Federal Trade Commission (FTC) at www.ftc.gov — for matters related to unfair or deceptive trade practices under the FTC Act.
• Your State Attorney General's Office — for state-level consumer protection complaints.
• The Better Business Bureau (BBB) at www.bbb.org — for mediation services.

If you are a California resident, you may also have rights under the California Consumer Privacy Act (CCPA/CPRA) and the California Consumer Legal Remedies Act (CLRA). Please review our Privacy Policy for further details on your California privacy rights.

10.4 Informal Resolution

Before pursuing formal legal action, both parties agree to attempt to resolve any dispute informally through good-faith communication. If a resolution cannot be reached within 30 days of the initial dispute notice, either party may pursue further remedies as permitted by applicable law.

11. Changes to This Refund Policy

Cafe Rio reserves the right to modify or update this Refund Policy at any time. Changes will become effective upon posting to our website at caferio-fresh.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. Continued use of our website or services following the posting of changes constitutes your acceptance of the updated policy.

12. Contact Information for Refund Requests

If you have any questions, concerns, or would like to submit a refund request, please reach out to our customer service team using the contact details below. We strive to respond to all inquiries within 1–2 business days.