Refund Policy

Last Updated: May 22, 2026

1. Introduction

At Cafe Rio, we are committed to providing our customers with high-quality food products and a satisfying dining or delivery experience. We understand that there are occasions when a refund or exchange may be necessary, and we strive to handle all such requests in a fair, transparent, and timely manner.

This Refund Policy applies to all orders placed through our website food-caferio.top, over the phone, or in person at any of our locations. This policy is governed by applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act, and any relevant state-level regulations.

If you have any questions about this policy before making a purchase, please do not hesitate to contact our customer support team 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 an item or items that are different from what you ordered.
• Missing Items: One or more items from your order were not included in your delivery or pickup.
• Food Quality Issues: The food delivered or served does not meet acceptable quality standards (e.g., undercooked, spoiled, or contaminated food).
• Allergic Reactions Due to Mislabeling: You experienced an adverse reaction due to incorrect allergen information provided by Cafe Rio.
• Duplicate Charges: You were charged more than once for the same order due to a technical error.
• Unauthorized Transaction: A charge was made to your payment method without your authorization.
• Order Not Delivered: Your delivery order was never received, despite confirmation of the order being dispatched.
• Significant Delivery Delay: Your order arrived significantly later than the estimated delivery time communicated at checkout, rendering the food unacceptable.

3. Timeframes for Refund Requests

To ensure a prompt and effective resolution, all refund requests must be submitted within the following timeframes:

Requests submitted outside of these windows 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.

4. Non-Refundable Items and Services

The following items and services are generally not eligible for a refund:

• Food items that have been fully consumed, unless a quality issue is reported and substantiated.
• Customized or special-request menu items that were prepared exactly as specified by the customer.
• Promotional or discounted items purchased as part of a limited-time offer, unless the item is defective or incorrect.
• Delivery fees, service fees, and convenience charges (except where the delivery was not completed or significantly delayed due to Cafe Rio's fault).
• Digital gift cards or vouchers once they have been redeemed or used.
• Orders that were refused at the time of delivery without a valid reason documented and reported to Cafe Rio.
• Changes of mind after an order has been confirmed and preparation has commenced.

5. How to Request a Refund

We have made the refund request process as straightforward as possible. Please follow these steps to submit your request:

1. Step 1 – Gather Your Information: Before reaching out, 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
   • Photographic evidence (if applicable), such as images of the incorrect or unsatisfactory food item
2. Step 2 – Contact Customer Support: Submit your refund request using one of the following methods:
   • Email: [email protected]
   • Website: Submit the contact form available at food-caferio.top
3. Step 3 – Await Confirmation: Our customer support team will acknowledge receipt of your request within 1–2 business days.
4. Step 4 – Review and Assessment: We will review your request and may contact you for additional information or clarification. This process typically takes 2–5 business days.
5. Step 5 – Resolution: Once your refund request has been reviewed, we will notify you of our decision by email. If approved, your refund will be processed according to the timeframes listed in Section 6 of this policy.

6. Refund Processing Times by Payment Method

Once a refund has been approved, processing times vary depending on the original payment method used:

Please note that these timeframes represent the time from when the refund is initiated by Cafe Rio. Additional processing time may be required by your bank or financial institution, which is beyond our control. If you have not received your refund after the stated period, please contact your bank or payment provider before reaching out to us.

7. Partial Refunds

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

• Only a portion of your order was incorrect or unsatisfactory (e.g., one item out of a multi-item order was wrong or missing).
• The order was partially consumed before the issue was identified and reported.
• A discount, coupon, or promotional code was applied to the original order, in which case the refund amount will reflect the actual amount paid.
• Delivery was partially completed (e.g., some items were delivered correctly while others were missing).
• The quality issue affected only part of the order and the remaining portion was acceptable.

The amount of any partial refund will be calculated based on the proportional value of the affected items relative to the total order value. Cafe Rio will clearly communicate the partial refund amount and the reasoning behind it when notifying the customer of the decision.

8. Exchange Policy

In many cases, Cafe Rio may offer an exchange or replacement as an alternative to a monetary refund. Our exchange policy is as follows:

• Incorrect Items: If you received an incorrect item, we will offer to replace it with the correct item at no additional cost, subject to availability and your preference.
• Damaged or Substandard Food: If the food item received does not meet our quality standards, we will offer a replacement item of equal or greater value.
• Timing: Replacement orders for delivery customers will be prioritized and dispatched as soon as possible. For in-store or pickup orders, the replacement can be collected at your convenience during operating hours.
• Customer Preference: If you prefer a monetary refund over an exchange, you may indicate this in your refund request, and we will process it accordingly, subject to eligibility.

Cafe Rio is not obligated to provide an exchange or replacement for items that do not meet refund eligibility criteria as outlined in Section 2 of this policy.

9. Cancellation Policy

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

9.1 Standard Orders

• Orders may be cancelled free of charge if cancellation is requested within 5 minutes of placing the order, provided that food preparation has not yet begun.
• If food preparation has already commenced, cancellations may not be accepted, or a cancellation fee may apply.
• Once an order has been dispatched for delivery, it cannot be cancelled.

9.2 Catering and Large Group Orders

• Catering orders cancelled 72 hours or more before the scheduled date will receive a full refund.
• Catering orders cancelled between 24 and 72 hours before the scheduled date will receive a 50% refund.
• Catering orders cancelled less than 24 hours before the scheduled date are generally non-refundable, as ingredients and staff will have already been allocated.

9.3 How to Cancel

To cancel an order, please contact us immediately via email at [email protected] or through the order management section of our website at food-caferio.top. Please include your order number and the reason for cancellation in your message.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund or cancellation request, Cafe Rio provides the following dispute resolution process:

10.1 Internal Escalation

You may request that your case be escalated to a senior member of our customer support team or management. To do so, please reply to the email thread related to your original request and clearly indicate that you are requesting an escalation. We will respond to escalated cases within 3–5 business days.

10.2 Chargeback Rights

Under United States consumer protection laws, including protections offered through the FTC Act and the Fair Credit Billing Act (FCBA), you may have the right to dispute a charge with your credit card issuer or bank if you believe the charge was unauthorized or if the goods or services were not provided as described. We encourage you to attempt to resolve the matter directly with Cafe Rio before initiating a chargeback, as this allows us to address the issue more efficiently.

10.3 Consumer Protection Agencies

If your dispute remains unresolved, you have the right to file a complaint with relevant consumer protection authorities, including:

• Federal Trade Commission (FTC): www.ftc.gov
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your state's Attorney General office or consumer protection division.

10.4 Informal Mediation

Before pursuing formal legal remedies, both parties agree to attempt to resolve any dispute through good-faith informal negotiation. Cafe Rio is committed to finding a fair resolution and will work with you to address any legitimate concerns.

11. Fraudulent or Abusive Refund Requests

Cafe Rio takes the integrity of our refund process seriously. We reserve the right to deny refund requests that we reasonably believe to be fraudulent, exaggerated, or submitted in bad faith. This includes, but is not limited to:

• Repeated refund requests from the same customer without valid justification.
• Requests based on false or misleading information.
• Attempts to obtain refunds for orders that were delivered correctly and in good condition.

In cases of suspected fraud, Cafe Rio reserves the right to suspend or terminate the customer's account and report the matter to the appropriate authorities.

12. Changes to This Refund Policy

Cafe Rio reserves the right to update or modify this Refund Policy at any time. Any changes will be effective immediately upon posting the revised policy on our website at food-caferio.top, with the updated date noted at the top of the page. We encourage you to review this policy periodically to stay informed of any updates. Your continued use of our services following the posting of changes constitutes your acceptance of the revised policy.

13. Contact Information for Refund Requests

For all refund-related inquiries, requests, or concerns, please contact our customer support team using the details below:

Our customer support team is available to assist you during regular business hours. We aim to respond to all refund inquiries within 1–2 business days. When contacting us, please provide your order number, contact information, and a description of your concern to help us process your request as efficiently as possible.