Refund Policy

Effective Date: May 13, 2026 | Last Updated: May 13, 2026

1. Overview

This Refund Policy applies to all purchases made through our website caferio-food.rest, mobile applications, in-store, or through any authorized third-party delivery platforms associated with Cafe Rio. By placing an order with us, you agree to the terms outlined in this policy.

We understand that issues can occasionally arise with food orders — whether it's a wrong item, a missing ingredient, or a quality concern. Our goal is to resolve every issue fairly and promptly in accordance with applicable United States consumer protection laws, including the Federal Trade Commission Act (FTC Act) and relevant state consumer protection regulations.

2. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund if one or more of the following conditions are met:

• ✅ You received the wrong item(s) that differ from what was ordered.
• ✅ Your order arrived in poor condition, damaged, or spoiled due to our error.
• ✅ Your order was significantly delayed beyond the estimated delivery time through no fault of the customer.
• ✅ Items listed as included were missing from your order.
• ✅ You experienced a food quality issue that falls below our established standards.
• ✅ A duplicate charge or billing error occurred during payment processing.
• ✅ Your order was canceled by Cafe Rio prior to preparation or delivery.

To be eligible for a refund, the request must be submitted within the applicable timeframe outlined in Section 3 below. Refund eligibility may require photographic evidence or other documentation supporting the claim.

3. Timeframes for Refund Requests

Refund requests must be submitted within the following timeframes to be considered valid:

Requests submitted outside of these windows may not be honored. We strongly encourage customers to inspect their orders upon receipt and contact us immediately if any issues are identified.

4. Non-Refundable Items and Services

The following items and circumstances are generally not eligible for refunds:

• ❌ Orders that have been consumed in full or substantially consumed before a complaint is raised.
• ❌ Customization requests that were correctly fulfilled as specified by the customer (e.g., spice level, ingredient modifications).
• ❌ Dissatisfaction based solely on personal taste preferences when the item was correctly prepared.
• ❌ Orders placed through unauthorized third-party platforms not affiliated with Cafe Rio.
• ❌ Promotional or complimentary items provided at no charge.
• ❌ Delivery fees charged by independent third-party delivery services (subject to the respective platform's refund policy).
• ❌ Gift cards and store credit once issued and used.
• ❌ Catering deposits after preparation has commenced.

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

Submitting a refund request is simple and straightforward. Please follow the steps below:

6. Refund Processing Times by Payment Method

Once a refund has been approved and initiated by Cafe Rio, the processing time depends on your original payment method:

7. Partial Refunds

In certain situations, a partial refund may be issued rather than a full refund. Partial refunds may apply under the following circumstances:

• Only a portion of the order was incorrect, missing, or unsatisfactory.
• The customer consumed part of the order before identifying the issue.
• The issue affected only specific items within a larger order.
• Delivery was partially fulfilled (some items arrived correctly while others did not).
• The order was prepared correctly, but a minor customization error occurred affecting only one component.

The amount of a partial refund will be calculated based on the proportion of the order affected, as determined by our customer service team after reviewing the details of the claim. We aim to ensure every partial refund reflects a fair value for the inconvenience experienced.

8. Exchange Policy

Due to the perishable nature of food products, direct item exchanges are generally not available for previously prepared orders. However, Cafe Rio may offer the following alternatives in lieu of a monetary refund:

• Replacement Order: If the issue is reported within the applicable timeframe and the original order was significantly incorrect or unsatisfactory, we may offer to prepare and deliver a replacement order at no additional charge.
• Store Credit: In cases where a replacement is not feasible, we may offer store credit equivalent to the value of the affected items, which can be applied to a future order.
• Voucher or Discount: In some cases, a discount voucher for a future order may be offered as goodwill compensation.

Exchange requests are subject to the same eligibility conditions and timeframes as standard refund requests. All exchanges are at the discretion of Cafe Rio management based on the nature of the complaint.

9. Cancellation Policy

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

9.1 Standard Orders

• Cancellation within 5 minutes of order placement: If your order has not yet entered the preparation stage, you may cancel it for a full refund. Contact us immediately via email at [email protected].
• Cancellation after preparation has begun: Once food preparation has commenced, cancellations are generally not accepted, and refunds will not be issued except under extraordinary circumstances at the discretion of Cafe Rio management.

9.2 Catering and Large Orders

• Cancellation 72 hours or more before the scheduled event: Full refund of the deposit and any amounts paid.
• Cancellation between 24–72 hours before the event: 50% refund of the total amount paid.
• Cancellation less than 24 hours before the event: No refund will be issued, as ingredients and preparation resources will already have been committed.

9.3 Cancellations by Cafe Rio

In the event that Cafe Rio must cancel an order due to unforeseen circumstances (such as ingredient unavailability, kitchen closures, or staffing issues), customers will receive a full refund of all amounts paid within 3–5 business days. We will notify affected customers promptly via the contact information provided at the time of ordering.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund or cancellation request, we encourage you to follow the dispute resolution process outlined below:

10.1 Internal Escalation

If you believe your refund claim was not handled fairly, you may request that your case be escalated to a senior member of our customer service team or management. To initiate an escalation, contact us at [email protected] with the subject line "Refund Dispute Escalation" and include all relevant details and previous correspondence.

10.2 Chargeback Rights

As a customer in the United States, you have the right to dispute a charge with your credit or debit card issuer if you believe a transaction was unauthorized or if a refund was not issued as agreed. We encourage you to exhaust our internal resolution process first, as chargebacks may delay resolution. However, we fully respect your rights under the Fair Credit Billing Act (FCBA) and applicable card network rules.

10.3 Consumer Protection Agencies

If a satisfactory resolution cannot be reached through our internal process, you may file a complaint with the following consumer protection authorities:

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

10.4 Governing Law

This Refund Policy shall be governed by and construed in accordance with the laws of the United States and the applicable laws of the state in which Cafe Rio operates. Any disputes arising out of or related to this policy shall be subject to the exclusive jurisdiction of the competent courts in the relevant jurisdiction.

11. Changes to This Refund Policy

Cafe Rio reserves the right to update, modify, or change this Refund Policy at any time. Any changes will be effective immediately upon posting the updated policy on our website at caferio-food.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 to stay informed about our refund practices.

Continued use of our services following any changes to this policy constitutes your acceptance of the revised terms.

12. Contact Information

If you have any questions, concerns, or would like to submit a refund request, please do not hesitate to contact our customer service team. We are committed to responding to all inquiries in a timely and professional manner.