Refund Policy

At Cafe Rio, customer satisfaction is at the heart of everything we do. We take great pride in the quality of our food and service. This Refund Policy outlines the conditions under which we accept refund requests, the process for submitting them, and the timeframes you can expect for resolution. Please read this policy carefully before placing an order or making a purchase.

By placing an order — whether in-store, online through cafes-rios.digital, or via a third-party delivery platform — you agree to the terms set forth in this Refund Policy. This policy is governed by applicable United States federal and state consumer protection laws, including the Federal Trade Commission Act (FTC Act), and any relevant state-level regulations.

1. Eligibility for Refunds

We want every experience at Cafe Rio to meet your expectations. Refunds may be issued under the following circumstances:

• You received an incorrect item that does not match what you ordered.
• Your order arrived in an unsatisfactory condition (e.g., food was spoiled, improperly prepared, or contaminated).
• Your order was not delivered within a reasonable timeframe and was confirmed lost.
• You were charged more than the advertised or agreed-upon price.
• A duplicate charge was applied to your payment method.
• A technical error on our website or point-of-sale system caused an incorrect transaction.

To be eligible for a refund, the following conditions must be met:

1. The refund request must be submitted within the applicable timeframe (see Section 2).
2. You must provide valid proof of purchase, such as an order confirmation number, receipt, or transaction ID.
3. The issue must be reported in good faith and accurately describe the problem experienced.
4. For food quality issues, photographic evidence may be required to support your claim.

2. Timeframes for Refund Requests

Refund requests must be submitted within specific timeframes depending on the nature of the issue. Requests submitted outside these windows may not be honored at our discretion.

We strongly encourage customers to report any issues as soon as they are discovered. Delayed reporting may affect our ability to verify the claim and process the refund appropriately.

3. Non-Refundable Items and Services

Certain purchases are non-refundable by nature. The following items and services are not eligible for a refund:

• Consumed food and beverages: Items that have been partially or fully consumed are not eligible for a refund unless a verifiable quality issue is reported immediately upon consumption.
• Customized orders: Orders with specific customizations or modifications made at the customer's request are non-refundable unless an error was made on our part.
• Gift cards and promotional vouchers: These are non-refundable and cannot be exchanged for cash once purchased or redeemed.
• Catering deposits: Non-refundable deposits placed for catering or large group orders, unless the cancellation is made within the timeframe specified in Section 8.
• Delivery fees: Third-party delivery fees charged by external platforms are subject to those platforms' individual refund policies and are not under our direct control.
• Service charges and tips: Any service fees or gratuities added at checkout are non-refundable.
• Promotional or discounted items: Items purchased at a discounted rate through a limited-time promotion are generally non-refundable unless a quality issue is substantiated.

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

To submit a refund request, please follow the steps outlined below. Following this process carefully will help us resolve your issue as quickly as possible.

Step 1: Gather Your Information

Before contacting us, please have the following ready:

• Your full name and contact information
• Order confirmation number or receipt
• Date and time of purchase or delivery
• Description of the issue
• Photographs of the item(s) if applicable (especially for food quality issues)

Step 2: Contact Our Support Team

Reach out to us using one of the following methods:

• Email: [email protected]
• Website: cafes-rios.digital (via the Contact or Support page)

When contacting us, use the subject line: "Refund Request – [Your Order Number]" to ensure faster processing.

Step 3: Provide a Detailed Description

In your message, clearly explain:

• What went wrong with your order
• Whether you are requesting a full or partial refund
• Your preferred refund method (original payment method or store credit)

Step 4: Await Confirmation

Our customer service team will acknowledge your request within 1–2 business days. We may follow up with additional questions or request supporting documentation before making a final decision.

Step 5: Refund Decision and Processing

Once your request is reviewed and approved, we will initiate the refund. You will receive a confirmation email with the details of the approved refund and the expected processing timeline.

5. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to reflect in your account depends on the original payment method used.

Please note that while we process refunds promptly on our end, the actual posting of funds to your account is subject to your bank or payment provider's internal processing times, which are outside of our control.

6. Partial Refunds

In some cases, a partial refund may be issued rather than a full refund. Partial refunds may apply under the following conditions:

• Only a portion of the order was incorrect or unsatisfactory, while the rest of the order was properly fulfilled.
• The customer consumed part of the meal before reporting a quality issue.
• A promotional discount or coupon was applied to the original order; the refund will reflect the actual amount paid.
• Delivery was delayed but the order was ultimately received; a partial refund may be offered as a goodwill gesture.
• Items were modified from the original menu description at the customer's request, and the complaint relates only to those modifications.

The amount of a partial refund will be determined on a case-by-case basis by our customer service team and will reflect a fair resolution of the reported issue.

7. Exchange Policy

Due to the nature of food products, direct item exchanges are generally not possible once an order has been prepared and served. However, we are committed to making things right. In appropriate circumstances, we may offer:

• Replacement items: If an incorrect item was served in-store or delivered, we may prepare and send a replacement at no additional charge, subject to availability and feasibility.
• Store credit: In lieu of a monetary refund, customers may opt to receive store credit equal to the value of the affected item(s), which can be applied toward a future purchase.
• Complimentary items: As a gesture of goodwill for minor inconveniences, we may offer complimentary items or discounts on future orders.

Exchange requests must be submitted within the same timeframes applicable to refund requests (see Section 2). Our team will assess each situation individually to determine the most appropriate resolution.

8. Cancellation Policy

We begin preparing your order shortly after it is placed to ensure freshness and timely delivery. As a result, our cancellation window is limited.

Online and App Orders

• Orders may be canceled for a full refund within 5 minutes of being placed, provided preparation has not yet begun.
• Once an order has entered the preparation stage, cancellations are no longer accepted and no refund will be issued.

In-Store Orders

• In-store orders cannot be canceled once submitted to the kitchen. Please review your order carefully before confirming.

Catering and Large Group Orders

• Catering orders may be canceled with a full refund if canceled at least 72 hours before the scheduled date and time.
• Cancellations made between 24 and 72 hours before the event will receive a 50% refund. Any non-refundable deposit will be retained.
• Cancellations made less than 24 hours before the scheduled event are not eligible for a refund.

To cancel a catering or large group order, please contact us as soon as possible via email at [email protected].

9. Dispute Resolution Process

If you are unsatisfied with the outcome of your refund request, we encourage you to follow the dispute resolution process outlined below. We are committed to resolving all disputes fairly and efficiently.

Step 1: Internal Escalation

If your initial refund request was denied or you disagree with the decision, you may request an escalation to a senior member of our customer service team. Submit your escalation request to [email protected] with the subject line: "Refund Dispute Escalation – [Your Order Number]". Include your original request and any additional documentation.

Step 2: Management Review

A member of our management team will review your case within 5 business days and issue a final internal decision. You will be notified of the outcome via email.

Step 3: Chargeback Through Your Bank

If you believe you have been wrongfully charged and our internal process has not resolved the issue, you have the right to dispute the charge with your credit or debit card issuer. Under the Fair Credit Billing Act (FCBA), cardholders may dispute billing errors within 60 days of the statement date. Please note that initiating a chargeback without first attempting to resolve the issue through our internal process may result in restrictions on your account.

Step 4: Consumer Protection Agencies

You may also file a complaint with the following agencies if you believe your consumer rights have been violated:

• Federal Trade Commission (FTC): www.ftc.gov
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your state's Attorney General Office or Department of Consumer Affairs

10. Third-Party Delivery Platform Orders

If your order was placed through a third-party delivery application (such as DoorDash, Uber Eats, Grubhub, or similar platforms), please be aware that:

• Refund and cancellation policies may vary by platform and are governed by that platform's terms of service.
• Delivery-related issues (late delivery, incorrect delivery address, driver conduct) must be addressed directly with the third-party platform.
• For food quality issues related to how the order was prepared by Cafe Rio, you may contact us directly, and we will coordinate with the platform where appropriate.

We recommend reviewing the refund policies of the third-party platform you use before placing an order.

11. Modifications to This Policy

Cafe Rio reserves the right to update, modify, or revise this Refund Policy at any time. Any changes will be posted on our website at cafes-rios.digital with an updated effective date. Continued use of our services after any modification constitutes your acceptance of the revised policy. We encourage you to review this page periodically.

12. Contact Information for Refund Requests

For all refund-related inquiries, please contact our customer support team using the information below. We aim to respond to all requests within 1–2 business days.