Refund Policy

Effective Date: April 22, 2026  |  Last Updated: April 22, 2026

1. Introduction

Welcome to Cafe Rio. We are committed to providing high-quality food and beverage products and an exceptional customer experience. We understand that there may be occasions when a purchase does not meet your expectations, and we have established this Refund Policy to ensure a fair and transparent process for all customers.

This policy applies to all purchases made through our website at cafenrio.click, via phone orders, and in-person at our establishment. By placing an order with Cafe Rio, you agree to the terms and conditions outlined in this Refund Policy. This policy is governed by applicable United States federal and state consumer protection laws, including the Federal Trade Commission (FTC) Act, which prohibits unfair or deceptive business practices.

If you have any questions regarding this policy, please do not hesitate to contact us directly at [email protected].

2. Eligibility Conditions for Refunds

To be eligible for a refund from Cafe Rio, your request must meet one or more of the following conditions:

• Incorrect Order: You received a food or beverage item that is different from what you ordered. This includes wrong items, missing items from a combo or meal package, or incorrect customizations (such as allergen accommodations or dietary requests that were clearly specified at the time of order).
• Food Quality Issues: The food or beverage item received was of unacceptable quality — including but not limited to undercooked or overcooked food, spoiled ingredients, foreign objects found in the food, or items that are significantly different in taste or presentation from what is reasonably expected.
• Undelivered Orders: Your order was confirmed and paid for, but was never delivered within the agreed delivery window or made available for pickup at the designated time.
• Damaged Items: Food items or packaging arrived in a condition that rendered the product unfit for consumption due to damage during handling or delivery.
• Allergic Reactions or Health Concerns: If you suffer an adverse health reaction directly linked to consumption of our products, and it is reasonably determined that our food preparation was at fault (e.g., failure to honor a noted allergy request).
• Duplicate Charges: You were charged more than once for the same order due to a technical or billing error.

Refund eligibility will be assessed on a case-by-case basis, and Cafe Rio reserves the right to request supporting evidence such as photographs, order confirmation numbers, or a description of the issue.

3. Non-Refundable Items and Services

Not all purchases are eligible for a refund. The following items and situations are generally non-refundable:

• Food and beverage items that have been fully consumed without any documented complaint or issue.
• Orders where the customer simply changed their mind after food preparation has commenced.
• Customized or special-order items that were prepared exactly as requested by the customer.
• Promotional, discounted, or complimentary items provided as part of a special offer or loyalty reward.
• Catering deposits once food preparation has begun, unless the cancellation is made within the allowable cancellation window described in Section 8.
• Gift cards and store credit once activated or redeemed.
• Delivery fees charged by third-party delivery platforms (these are subject to the policies of the respective platform).
• Tip amounts voluntarily added to an order.

4. Timeframes for Refund Requests

We ask that all refund requests be submitted within the following timeframes to ensure we can properly investigate and resolve your concern:

Refund requests submitted outside of these windows may not be honored, at the sole discretion of Cafe Rio management. We strongly encourage customers to report any issues as soon as they are discovered.

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

Requesting a refund from Cafe Rio is simple. Please follow the steps below to ensure your request is processed as quickly as possible:

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 receipt
   • The date and time of your order
   • A clear description of the issue
   • Photographs or other documentation (if applicable)
2. Step 2 — Contact Cafe Rio: Reach out to our customer support team using one of the following methods:
   • Email: [email protected] (recommended for documentation purposes)
   • Website: cafenrio.click via the Contact or Support page
3. Step 3 — Submit Your Request: When emailing or submitting your request, clearly state that you are requesting a refund, provide all relevant details from Step 1, and attach any supporting evidence such as photos of the food issue or screenshots of billing discrepancies.
4. Step 4 — Await Confirmation: Our team will acknowledge receipt of your refund request within 1–2 business days. You will receive a confirmation email with a reference number for your case.
5. Step 5 — Review and Decision: Our team will review your request, which may include follow-up questions or requests for additional information. A final decision will be communicated to you within 3–5 business days of receiving your initial request.
6. Step 6 — Refund Issuance: If your refund is approved, it will be processed according to the timeframes specified in Section 6 below.

6. Refund Processing Times by Payment Method

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

Please note that while we process refunds promptly on our end, the time it takes for the refund to appear in your account may vary depending on your bank or financial institution. We are not responsible for delays caused by third-party payment processors or banking institutions.

7. Partial Refunds

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

• Only a portion of an order was incorrect, missing, or of unacceptable quality, while the remainder of the order was satisfactory.
• The customer consumed a significant portion of the food before raising a complaint, suggesting partial satisfaction.
• A discount, coupon, or promotional offer was applied to the original order, in which case the refund amount will be calculated based on the actual amount paid.
• The refund request involves a catering or group order where only part of the order was affected by an issue.

The amount of any partial refund will be determined at the discretion of Cafe Rio management, based on the specific circumstances of each case. We will always strive to find a fair resolution that reflects the value of any inconvenience caused to the customer.

8. Cancellation Policy

Cafe Rio understands that plans can change. Our cancellation policy is as follows:

8.1 Standard Orders

For individual food and beverage orders placed online or by phone:

• Cancellations made within 15 minutes of placing the order and before food preparation has begun: Full refund issued.
• Cancellations made after food preparation has begun but before delivery or pickup: No refund will be issued, as ingredients and labor have already been committed.
• Cancellations after delivery or pickup: Not eligible for cancellation; refund requests must be submitted under the standard refund eligibility criteria in Section 2.

8.2 Catering and Large Group Orders

For catering orders, event orders, or group orders of 10 or more meals:

• Cancellations made more than 72 hours before the scheduled order time: Full refund of any deposit paid.
• Cancellations made between 24–72 hours before the scheduled order time: 50% of the deposit will be refunded; the remainder will be retained to cover preparation costs already incurred.
• Cancellations made less than 24 hours before the scheduled order time: No refund of the deposit will be provided.

All cancellation requests must be submitted in writing via email to [email protected] and include your order number, the name on the order, and your reason for cancellation.

9. Exchange Policy

Due to the perishable nature of food and beverage products, Cafe Rio does not offer traditional product exchanges in the same way a retail store might. However, we are committed to making things right when an order is incorrect or unsatisfactory.

In lieu of a monetary refund, Cafe Rio may offer the following alternatives, where appropriate:

• Replacement Item: If an incorrect item was provided, we may offer to prepare and deliver or make available the correct item at no additional charge, subject to availability.
• Store Credit: In some cases, Cafe Rio may offer store credit of equal or greater value to be used on a future order, as an alternative to a cash or card refund.
• Complimentary Item: For minor quality issues or inconveniences, we may offer a complimentary item on your next visit or order as a gesture of goodwill.

The type of resolution offered (refund, replacement, or store credit) will be determined based on the nature of the issue, the circumstances of the order, and at the discretion of Cafe Rio management. Our goal is always to ensure you leave satisfied with your experience.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Cafe Rio has a structured dispute resolution process to ensure your concerns are heard and addressed fairly.

10.1 Internal Escalation

If you disagree with the initial decision made regarding your refund request, you may request an escalation of your case to a senior member of our management team. To escalate a dispute:

1. Reply to the original refund decision email, clearly stating that you wish to escalate your dispute and the reasons why you believe the decision was incorrect or unfair.
2. Our management team will review your case within 5 business days and provide a final internal decision.

10.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute a charge with your credit card company or bank if you believe a transaction was unauthorized or if a merchant fails to resolve a legitimate complaint. This right is protected under the Fair Credit Billing Act (FCBA) for credit card purchases and the Electronic Fund Transfer Act (EFTA) for debit card transactions. We encourage you to attempt to resolve any issues directly with us before initiating a chargeback, as we are committed to finding a fair resolution.

10.3 Consumer Protection Resources

If you feel that your consumer rights have been violated, you may also contact the following organizations for guidance and assistance:

• Federal Trade Commission (FTC): www.ftc.gov — for reporting unfair or deceptive business practices.
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov — for payment and billing-related disputes.
• Better Business Bureau (BBB): www.bbb.org — for filing formal business complaints.
• Your State Attorney General's Office: For state-level consumer protection enforcement.

10.4 Governing Law and Jurisdiction

This Refund Policy and any disputes arising from it shall be governed by the laws of the United States and the applicable laws of the state in which Cafe Rio operates, without regard to conflict of law principles. Any legal action or proceeding arising under this policy shall be brought in the appropriate federal or state courts of jurisdiction.

11. Third-Party Delivery Platforms

If your order was placed through a third-party delivery platform such as DoorDash, Uber Eats, Grubhub, or similar services, please be aware that Cafe Rio's direct refund policy may have limited applicability. In such cases:

• Refund requests related to delivery issues (late delivery, item damaged during transit, etc.) should be directed to the respective delivery platform's customer support.
• Refund requests related to incorrect food preparation or missing items may still be directed to Cafe Rio at [email protected], and we will work with the platform to resolve the issue.
• The delivery platform's terms of service and refund policies will apply to platform fees, delivery charges, and tips.

12. Changes to This Refund Policy

Cafe Rio reserves the right to modify, update, or revise this Refund Policy at any time without prior notice. Any changes will be effective immediately upon posting to our website at cafenrio.click. We encourage you to review this policy periodically to stay informed of any updates. Your continued use of our services following the posting of any changes constitutes your acceptance of the revised policy.

The most current version of this policy will always be available at cafenrio.click.

13. Contact Information for Refund Requests

For all refund requests, inquiries, or concerns related to this policy, please contact us using the information below. Our customer support team is dedicated to responding to all inquiries in a timely and professional manner.