Refund Policy

At Cafe Rio, we are committed to delivering exceptional food quality and outstanding customer service. We understand that situations may arise where a refund or exchange becomes necessary. This Refund Policy outlines the terms and conditions under which we process refund requests, cancellations, and exchanges. Please read this policy carefully before placing an order.

By placing an order through our website cafessrio.digital or at any of our locations, you agree to the terms described 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 Cafe Rio experience. Refunds may be granted under the following circumstances:

• Incorrect Order: You received a food item or order that differs from what you placed. This includes wrong items, missing items, or incorrect customizations.
• Food Quality Issues: The food item(s) you received were undercooked, overcooked, spoiled, contaminated, or otherwise did not meet reasonable quality standards.
• Food Safety Concerns: You discovered a foreign object, allergen not disclosed on the menu, or experienced an adverse reaction due to an undisclosed ingredient.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical or processing error.
• Order Not Delivered: For delivery orders, if your order was never delivered and confirmed as undelivered by the delivery service or our system.
• Significant Delivery Delay: Your delivery order arrived in an unreasonably delayed timeframe, causing food to be unfit for consumption.

To be eligible for a refund, you must meet the conditions above and submit your request within the applicable timeframe described in Section 2 of this policy.

2. 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 these timeframes will be reviewed on a case-by-case basis at the sole discretion of Cafe Rio management. We cannot guarantee refunds for late submissions, though we always strive to find a fair resolution.

3. Non-Refundable Items and Services

While we do our best to accommodate all reasonable refund requests, certain items and circumstances are not eligible for refunds:

• Change of Mind: Refunds will not be issued because you simply changed your mind about a food item after it was prepared or delivered.
• Partially Consumed Items: Food items that have been largely consumed (more than 50% eaten) are generally not eligible for a full refund unless there is a documented quality or safety issue.
• Customization Requests: Items prepared according to your specific customization instructions are non-refundable unless the customization was incorrectly applied by our staff.
• Promotional or Discounted Items: Items purchased at a promotional discount or as part of a special deal may not be eligible for refunds unless a quality or safety issue is present.
• Gift Cards and Store Credits: Purchased gift cards and issued store credits are non-refundable and non-transferable.
• Catering Deposits: Non-refundable deposits paid for catering orders are not eligible for refund once the booking has been confirmed (see Section 8 for cancellation policy details).
• Third-Party Delivery Fees: Delivery fees charged by third-party delivery platforms (e.g., DoorDash, UberEats, Grubhub) are subject to those platforms' own refund policies and are outside our control.

4. How to Request a Refund (Step-by-Step)

To submit a refund request, please follow these steps carefully:

1. Step 1 — Gather Your Information: Before contacting us, please have the following ready:
   • Your full name and contact information
   • Order number or receipt (digital or physical)
   • Date and time of your order
   • Description of the issue (incorrect item, quality concern, etc.)
   • Photographic evidence (strongly recommended for quality and safety claims)
2. Step 2 — Contact Us: Reach out to our customer support team through one of the following channels:
   • Email: [email protected]
   • Website: cafessrio.digital (via the Contact or Support page)
3. Step 3 — Describe Your Issue: Clearly explain the reason for your refund request in your message or form submission. Include all relevant details and attach any supporting photos or documentation.
4. Step 4 — Receive Confirmation: Our team will acknowledge your request via email within 1–2 business days of submission. You will receive a reference or case number for tracking purposes.
5. Step 5 — Review and Decision: Our customer service team will review your case, which may include an internal investigation. You will receive a decision within 3–5 business days of acknowledgment.
6. Step 6 — Refund Processing: If your refund is approved, we will process it according to the timeframes outlined in Section 5 of this policy.

5. Refund Processing Times by Payment Method

Once a refund has been approved, processing times vary depending on your original payment method:

Please be aware that while we process refunds promptly on our end, your bank or payment provider may take additional time to reflect the credit in your account. Cafe Rio is not responsible for delays caused by third-party financial institutions.

6. Partial Refunds

In some situations, a partial refund may be more appropriate than a full refund. Partial refunds may be issued under the following conditions:

• Partial Order Issues: Only a portion of your order was incorrect, missing, or of substandard quality. In this case, a refund will be issued only for the affected item(s).
• Partially Consumed Items: If you consumed a portion of the food before discovering a quality issue, a partial refund proportional to the unconsumed portion may be granted.
• Minor Customization Errors: If a minor customization was missed (e.g., no onions) but the overall item was otherwise correct and consumable, a partial refund or store credit may be offered instead of a full refund.
• Late Deliveries: If your delivery was significantly delayed but the food remained consumable, a partial refund of the delivery fee or a percentage of the order value may be offered as compensation.

The determination of partial vs. full refund is made at the discretion of Cafe Rio's customer service team, based on the nature and severity of the issue.

7. Exchange Policy

Cafe Rio is happy to offer exchanges in applicable situations. Our exchange policy works as follows:

• Incorrect Items (In-Store): If you received the wrong item at one of our locations, please notify a team member immediately. We will prepare and provide the correct item at no additional charge, provided the incorrect item is returned.
• Quality Issues (In-Store): If your food item does not meet quality standards, please bring it to the attention of a manager. We will replace the item promptly.
• Delivery Orders: Due to the nature of food delivery, physical exchanges are not always possible. In such cases, a replacement order or refund will be offered instead.
• Time Limitation: Exchanges must be requested at the time of dining (in-store) or within 2 hours of delivery receipt for delivery orders.
• Non-Exchangeable Items: Items that have been fully consumed or that were prepared according to correct specifications based on your original order are not eligible for exchange.

8. Cancellation Policy

Our cancellation policy differs depending on the type of order placed:

8.1 Standard Online / Delivery Orders

Online orders and delivery orders may be cancelled within 10 minutes of placement, provided that food preparation has not yet begun. Once an order has entered the preparation stage, it cannot be cancelled, and no refund will be issued for a change of mind. To cancel, please contact us immediately at [email protected].

8.2 Catering and Large Group Orders

For catering and large group orders, the following cancellation terms apply:

Catering deposits are non-refundable in all circumstances. If you need to reschedule (rather than cancel) a catering order, please contact us at least 72 hours in advance, and we will do our best to accommodate the change.

9. Dispute Resolution Process

We genuinely hope that all refund and service concerns can be resolved amicably through direct communication. However, if you are not satisfied with the resolution provided by our customer service team, the following dispute resolution process applies:

9.1 Escalated Internal Review

If you are dissatisfied with the initial response to your refund request, you may request an escalated review by a senior member of our management team. Please send a written request to [email protected] with the subject line "Escalated Refund Review" and include your case reference number. We will respond within 5 business days.

9.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute charges with your credit or debit card issuer if you believe you have been charged in error or have not received the goods or services paid for. We encourage you to contact us first before initiating a chargeback, as we are committed to resolving issues fairly and promptly. Under the Fair Credit Billing Act (FCBA), cardholders have specific rights related to billing disputes.

9.3 Consumer Protection Agencies

If you believe your consumer rights have been violated, you may file a complaint with the following agencies:

• Federal Trade Commission (FTC): reportfraud.ftc.gov
• Consumer Financial Protection Bureau (CFPB): consumerfinance.gov
• Your state's Attorney General consumer protection division

9.4 Informal Mediation

For disputes that cannot be resolved through the above channels, both parties agree to attempt informal mediation in good faith before pursuing any formal legal action. Written notice of the dispute must be sent to our contact email at least 30 days prior to initiating mediation or legal proceedings.

10. Contact Information for Refund Requests

Our customer service team is ready to assist you with any refund-related concerns. Please do not hesitate to reach out through the following channels:

When contacting us, please include your order number, a detailed description of your concern, and any supporting documentation or photographs to help us resolve your request as efficiently as possible.

Our customer service team is available to respond to email inquiries during regular business hours. We aim to respond to all refund-related inquiries within 1–2 business days.

11. Policy Updates

Cafe Rio reserves the right to modify or update this Refund Policy at any time. Changes will be effective immediately upon posting to our website at cafessrio.digital. We encourage you to review this policy periodically. Continued use of our services following any changes constitutes your acceptance of the updated policy.