Refund Policy

At Cafe Rio, we are committed to providing our customers with a high-quality dining and ordering experience. We understand that issues may occasionally arise, and we want to ensure that every customer feels confident and satisfied when placing an order with us. This Refund Policy outlines the terms and conditions under which refunds, exchanges, and cancellations are handled. Please read this policy carefully before placing an order through our website at cafexrio.rest.

By placing an order with Cafe Rio, you agree to the terms described in this policy. If you have any questions or concerns, please contact us directly using the information provided at the end of this page.

1. Eligibility for Refunds

Cafe Rio takes pride in the quality and freshness of every item we prepare. Refunds may be considered under the following circumstances:

• You received an incorrect item that does not match your order confirmation.
• Your order arrived in an unsatisfactory condition, including spoiled, contaminated, or significantly damaged food.
• Your order was not delivered within a reasonable time frame and the food quality was compromised as a result.
• You were charged an incorrect amount that does not reflect the price displayed at the time of ordering.
• Your order was confirmed but never fulfilled or delivered.
• A technical error on our website resulted in a duplicate charge or unintended transaction.

To be eligible for a refund, the issue must be reported to us within the applicable timeframe described in Section 2 of this policy. Refund requests submitted outside of these timeframes may not be honored at our discretion.

2. Timeframes for Refund Requests

To ensure prompt resolution, refund requests must be submitted within the following timeframes:

Requests submitted after these windows have passed will be reviewed at the sole discretion of Cafe Rio. We encourage all customers to inspect their orders promptly upon receipt and to contact us as soon as any issue is identified.

3. Non-Refundable Items and Services

Due to the perishable and time-sensitive nature of food products, certain items and services are not eligible for refunds. The following are generally non-refundable:

• Consumed food items: Orders that have been substantially consumed are not eligible for a refund unless a health or safety concern is identified and reported promptly.
• Correctly prepared orders: If your order was prepared correctly according to your specifications and delivered in satisfactory condition, it will not be eligible for a refund based on personal preference or a change of mind.
• Customized or special-request orders: Items prepared with specific customer modifications may not be eligible for a refund unless a preparation error occurred on our part.
• Delivery fees and service charges: Any applicable delivery fees or platform service charges are non-refundable once an order has been accepted and dispatched for delivery.
• Promotional or discounted items: Items purchased as part of a limited-time promotion or at a discounted rate are non-refundable unless the issue is directly attributable to a preparation or delivery error by Cafe Rio.
• Gift cards and store credits: Gift card purchases and any credits applied to your account are non-refundable and cannot be exchanged for cash.

4. How to Request a Refund

We have established a straightforward process to make submitting a refund request as easy as possible. Please follow the steps below:

Step 1: Gather Your Information

Before contacting us, please have the following information ready:

• Your full name and contact information
• Your order number or confirmation number
• The date and time your order was placed
• A clear description of the issue you experienced
• Any supporting photographs or documentation (strongly recommended for food quality issues)

Step 2: Contact Cafe Rio

Submit your refund request by contacting us through one of the following channels:

• Email: [email protected]
• Website: cafexrio.rest

Step 3: Await Confirmation

Once we receive your refund request, you will receive an acknowledgment within 1 to 2 business days. Our team will review your submission and may follow up with additional questions or requests for documentation.

Step 4: Review and Decision

Our customer service team will evaluate your request against the eligibility criteria outlined in this policy. We aim to provide a resolution decision within 3 to 5 business days of receiving all necessary information.

Step 5: Refund Issuance

If your refund is approved, we will initiate the refund using your original payment method or, where applicable, issue store credit. Please refer to Section 5 for processing timelines.

5. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes for funds to appear in your account will depend on your original payment method:

Please note that while Cafe Rio processes refunds promptly upon approval, the actual time for funds to appear in your account is subject to your bank or financial institution's processing policies, which are beyond our control.

6. Partial Refunds

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

• Only a portion of your order was incorrect, missing, or unsatisfactory while the remainder was prepared and delivered correctly.
• The reported issue affected some items but not all items in a multi-item order.
• A delivery delay affected the quality of certain temperature-sensitive items but not the entire order.
• Customer actions, such as incorrect address entry or unavailability at the time of delivery, contributed to the issue.

The value of a partial refund will reflect the proportionate cost of the affected items, minus any applicable non-refundable fees. Cafe Rio reserves the right to determine the appropriate refund amount based on the specifics of each case.

7. Exchange Policy

Due to the nature of freshly prepared food, traditional product exchanges are generally not applicable. However, Cafe Rio may offer the following remedies in lieu of a cash refund in appropriate circumstances:

• Order replacement: Where feasible, we may offer to replace an incorrect or unsatisfactory item with the correct item at no additional charge. This option is subject to availability and operational capacity at the time of the request.
• Store credit: In cases where a direct replacement is not possible, we may offer store credit equivalent to the value of the affected item(s), which can be applied to a future order.
• Complementary item: At our discretion, we may offer a complimentary item or discount on a future order as a goodwill gesture for any inconvenience caused.

Customers who prefer a cash refund over an exchange or store credit may request this option, which will be evaluated based on the eligibility criteria outlined in this policy.

8. Cancellation Policy

We understand that plans can change. Please review our cancellation policy carefully before placing an order:

Online and Phone Orders

• Cancellations within 5 minutes of ordering: If you cancel your order within 5 minutes of placing it and before preparation has begun, you are eligible for a full refund to your original payment method.
• Cancellations after preparation has begun: Once our kitchen team has begun preparing your order, cancellations may not be accepted, and a refund may not be available. In such cases, store credit may be offered at our discretion.
• Scheduled or advance orders: For orders placed in advance for a future date or time, cancellations must be made at least 2 hours prior to the scheduled preparation time to be eligible for a full refund.

Catering and Large Group Orders

For catering orders or large group orders exceeding a certain value, special cancellation terms may apply. These terms will be communicated to you at the time of booking. Generally, the following applies:

• Cancellations made more than 48 hours in advance: Full refund eligible.
• Cancellations made between 24 and 48 hours in advance: Up to 50% refund may be issued.
• Cancellations made less than 24 hours in advance: Refunds may not be available as ingredients and preparation costs will already have been incurred.

9. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Cafe Rio provides the following escalation and dispute resolution options:

Step 1: Internal Escalation

If you believe your refund request was not handled appropriately, you may request that your case be escalated to a senior member of our customer service team. Please email us at [email protected] with the subject line "Refund Dispute Escalation" and include your original case reference number.

Step 2: Management Review

Escalated cases will be reviewed by a member of our management team within 5 to 7 business days. You will receive a written response outlining the outcome of this review.

Step 3: Third-Party Mediation

If an internal resolution cannot be reached, either party may seek resolution through a neutral third-party mediator. Both parties agree to act in good faith during any mediation process.

Step 4: Chargeback Rights

Customers retain the right to contact their bank or credit card issuer to initiate a chargeback in accordance with applicable payment network rules. However, we encourage customers to work with us directly before initiating a chargeback, as we are committed to resolving legitimate concerns fairly and promptly.

Applicable Law

This Refund Policy is governed by the laws of the United States. Consumer protection matters may be subject to applicable federal regulations, including those enforced by the Federal Trade Commission (FTC) under the FTC Act, which prohibits unfair or deceptive trade practices. If you are located in California, additional rights may be available to you under the California Consumer Privacy Act (CCPA/CPRA) and California consumer protection laws.

10. Policy Updates

Cafe Rio reserves the right to update or modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website at cafexrio.rest. We encourage customers to review this policy periodically. Continued use of our services following any updates constitutes your acceptance of the revised policy.

11. Contact Information

For all refund requests, cancellations, or questions related to this policy, please contact our customer service team using the details below:

Our customer service team is available to assist you and will make every effort to respond to your inquiry promptly and professionally. We value your business and are committed to ensuring that every interaction with Cafe Rio is a positive one.