Refund Policy

At Cafe Rio, customer satisfaction is our highest priority. We understand that situations may arise where an order does not meet your expectations, and we are committed to addressing your concerns in a fair, transparent, and timely manner. Please read this Refund Policy carefully to understand your rights and our procedures regarding refunds, exchanges, and cancellations.

This policy applies to all purchases made through our website cafesrio.top, in-store, or through any authorized ordering channels associated with Cafe Rio. By placing an order with us, you agree to the terms outlined in this Refund Policy.

1. Eligibility Conditions for Refunds

We want every meal and experience at Cafe Rio to be enjoyable. Refunds may be granted under the following circumstances:

• Incorrect Order: You received an item that is different from what you ordered.
• Missing Items: One or more items from your order were not included in the delivery or pickup.
• Food Quality Issues: The food received was spoiled, contaminated, undercooked, or otherwise unfit for consumption.
• Allergic Reactions Due to Mislabeling: If you specified dietary restrictions or allergies and the order did not comply, resulting in harm, you may be eligible for a full refund.
• Duplicate Charges: You were charged more than once for the same order.
• Technical Errors: A confirmed order was not prepared or delivered due to a technical failure on our platform.
• Significant Delay: Your order was delayed beyond a reasonable and agreed-upon time, and you no longer wish to receive it.

To be eligible for a refund, you must contact us within the required timeframes listed below and provide reasonable supporting information such as photographs, order numbers, or a written description of the issue.

2. Timeframes for Refund Requests

We operate within the following timeframes to ensure prompt resolution of all refund requests:

Requests submitted outside of these timeframes may not be eligible for a refund. We strongly encourage customers to inspect their orders upon receipt and report any issues as soon as possible.

3. Non-Refundable Items and Services

Not all purchases qualify for a refund. The following are generally non-refundable:

• Orders that have been fully consumed or substantially consumed at the time of the complaint.
• Customized items that were prepared exactly as requested by the customer.
• Gift cards, vouchers, or promotional credits once redeemed or used.
• Orders where the customer simply changed their mind after food preparation has begun.
• Delivery fees, service charges, and tips paid to third-party delivery services.
• Catering deposits that are non-refundable as specified at the time of booking.
• Promotional items or free add-ons included with a purchase.
• Orders placed through unauthorized third-party platforms not officially affiliated with Cafe Rio.

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

To initiate a refund request, please follow these steps:

1. Gather Your Information: Before contacting us, have the following ready:
   • Your full name and contact information
   • Order number or confirmation email
   • Date and time of the order
   • A clear description of the issue
   • Photos or videos of the food (if applicable)
2. Contact Us: Reach out to our customer support team via one of the following methods:
   • Email: [email protected]
   • Website: cafesrio.top
3. Submit Your Request: Provide all required details and attach any supporting documentation. Incomplete submissions may delay processing.
4. Receive Confirmation: Once we receive your request, you will receive an acknowledgment within 1 business day confirming that your case is under review.
5. Review and Decision: Our team will review your request and notify you of the decision within 3 to 5 business days. We may contact you for additional information during this period.
6. Refund Issued: If approved, your refund will be processed according to the payment method timelines outlined in Section 5.

5. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to reflect in your account varies by payment method:

Please note that these timeframes are estimates and may vary depending on your bank or payment provider. Cafe Rio is not responsible for delays caused by financial institutions once the refund has been initiated on our end.

6. Partial Refunds

In some situations, a partial refund may be issued rather than a full refund. Partial refunds may apply when:

• Only certain items in an order were incorrect or missing, while the rest were satisfactory.
• The food quality issue affected only a portion of the order.
• A coupon, discount, or promotional offer was applied to the original order.
• The customer partially consumed the meal before discovering the issue.
• The order was delivered late but was still accepted and partially consumed by the customer.

The amount of a partial refund will be determined at Cafe Rio's discretion based on the specific circumstances of each case. We will communicate the refund amount clearly before processing.

7. Exchange Policy

We recognize that sometimes a replacement is preferable to a refund. At Cafe Rio, we are happy to offer exchanges or order replacements in the following situations:

• An incorrect item was delivered or prepared and the correct item can be prepared and delivered promptly.
• A food quality issue occurred and the customer prefers a fresh replacement over a monetary refund.
• Items were damaged during delivery and a replacement can be arranged within a reasonable timeframe.

To request an exchange, please contact us at [email protected] as soon as possible after discovering the issue. Exchanges are subject to item availability and operating hours. If the requested item is unavailable at the time of the exchange request, a full refund will be offered instead.

Please note that exchanges are not available for:

• Items that have been fully consumed.
• Orders where the issue was not reported within the applicable timeframe.
• Customer preference changes after the order has been prepared.

8. Cancellation Policy

We understand that plans can change. Our cancellation policy is designed to balance your flexibility with our operational needs.

8.1 Standard Orders

• Orders may be cancelled free of charge if cancelled within 5 minutes of placement, provided food preparation has not yet begun.
• Once food preparation has started, cancellations may not be accepted, or a cancellation fee may apply.
• After the order has been picked up or delivered, cancellations are no longer accepted.

8.2 Pre-Orders and Scheduled Orders

• Pre-orders may be cancelled with a full refund if cancelled at least 2 hours before the scheduled pickup or delivery time.
• Cancellations made less than 2 hours before the scheduled time may be subject to a partial charge of up to 50% of the order total.

8.3 Catering and Group Orders

• Catering orders require a deposit at the time of booking. Deposits are refundable if the cancellation is made at least 72 hours (3 business days) before the event date.
• Cancellations made within 72 hours of the event are non-refundable for the deposit amount.
• The remaining balance of a catering order will be fully refunded if cancelled within the eligible timeframe.

To cancel an order, please contact us immediately at [email protected] or visit cafesrio.top.

9. Dispute Resolution Process

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

9.1 Internal Escalation

If you believe your refund request was not handled fairly, you may escalate your concern by:

1. Sending an email to [email protected] with the subject line "Refund Dispute – [Your Order Number]".
2. Providing a detailed explanation of why you disagree with the decision.
3. A senior member of our team will review your case within 5 to 7 business days and provide a final internal determination.

9.2 Consumer Protection Resources

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

• Federal Trade Commission (FTC) Act: Protects consumers against unfair or deceptive practices in commerce.
• State Consumer Protection Laws: Depending on your state of residence, you may have additional rights under your state's consumer protection statutes.

If you are a California resident, you may also have rights under the California Consumer Privacy Act (CCPA/CPRA) related to your personal data used in processing your transaction.

You have the right to file a complaint with the FTC at www.ftc.gov or with your state's Attorney General's office if you believe your consumer rights have been violated.

9.3 Chargebacks

We encourage all customers to contact us directly before initiating a chargeback with their bank or credit card provider. We are committed to resolving disputes quickly and fairly. Unwarranted chargebacks may result in restrictions on your account and could affect future orders with Cafe Rio.

10. Special Circumstances

Cafe Rio reserves the right to make exceptions to this policy in extraordinary circumstances, including but not limited to:

• Natural disasters or events of force majeure affecting delivery or service.
• Public health emergencies that alter operational capacity.
• Documented cases of fraud or abuse of the refund system.

In all cases, we will communicate clearly with affected customers and make every reasonable effort to find a fair resolution.

11. Policy Updates

Cafe Rio reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on our website at cafesrio.top with an updated effective date. We encourage you to review this policy periodically to stay informed of any changes. Continued use of our services after any modifications constitutes your acceptance of the revised policy.

12. Contact Information for Refund Requests

For all refund requests, exchanges, cancellations, or disputes, please reach out to our customer support team using the contact details below. We are dedicated to responding promptly and resolving your concerns as efficiently as possible.

This Refund Policy was last updated on March 22, 2026. It is effective as of the same date and applies to all orders placed through Cafe Rio's official channels.