Refund Policy

Effective Date: May 28, 2026 | Last Updated: May 28, 2026

1. Introduction

Welcome to Cafe Rio. We take pride in delivering high-quality food and a satisfying customer experience. We understand that issues can occasionally arise with orders, and we have established this Refund Policy to address such situations in a fair, transparent, and timely manner.

This policy applies to all orders placed through our website caferiofood.click or any affiliated ordering platform associated with Cafe Rio. By placing an order with us, you agree to the terms described in this Refund Policy. This policy is governed by applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act, and any relevant state-specific regulations.

If you have any questions about this policy, please contact us at [email protected] before placing your order.

2. Eligibility Conditions for Refunds

Cafe Rio will consider refund requests under the following circumstances. A refund may be issued when:

• Your order was incorrect — meaning you received items that do not match what you ordered.
• Your order was missing items that were charged and confirmed in your order summary.
• The food received was spoiled, contaminated, or otherwise unfit for consumption upon delivery or pickup.
• Your order was never delivered despite a confirmed delivery window, with no fault on the customer's part (e.g., incorrect address provided by the customer does not qualify).
• A duplicate charge was applied to your payment method for the same order.
• A technical error on our website resulted in an unintended or unauthorized transaction.
• The order was cancelled by Cafe Rio due to item unavailability or operational issues before preparation began.

Refund requests that do not meet one or more of the above conditions may be reviewed on a case-by-case basis at the sole discretion of Cafe Rio management.

3. Timeframes for Refund Requests

Timeliness is essential when submitting a refund request, as food quality issues and delivery discrepancies must be assessed promptly. Please adhere to the following timeframes:

Requests submitted outside of the specified timeframes may not be eligible for a refund. We encourage all customers to inspect their orders promptly upon receipt and to contact us immediately if any issues are discovered.

4. Non-Refundable Items and Services

Due to the perishable nature of food products and applicable health and safety regulations, certain items and services are non-refundable. These include, but are not limited to:

• Orders that have been partially or fully consumed without a reported quality issue at the time of receipt.
• Items where the customer changed their mind after the order was prepared or delivered.
• Customization requests that were correctly fulfilled but disliked by the customer after delivery.
• Delivery fees, service charges, and platform processing fees, unless the order was not delivered due to our error.
• Promotional items, discounted orders, or items purchased with coupon codes, unless a legitimate quality or delivery issue is reported.
• Orders where the customer provided an incorrect delivery address or was unavailable at the time of delivery.
• Any gift cards or credits issued as part of a prior refund or promotional campaign.

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

To submit a refund request with Cafe Rio, please follow these steps carefully:

1. Step 1 — Gather Your Information: Before contacting us, please have the following ready:
   • Your full name and contact information
   • Your order number or confirmation email
   • The date and time the order was placed and received
   • A clear description of the issue
   • Photographic evidence (if applicable — especially for food quality or incorrect item issues)
2. Step 2 — Contact Our Support Team: Send your refund request to our customer service team via email at [email protected]. You may also submit your request through the contact form available on caferiofood.click.
3. Step 3 — Include Supporting Documentation: Attach any photos, screenshots, or relevant information that substantiates your claim. This significantly speeds up the review process.
4. Step 4 — Await Confirmation: Our team will acknowledge your refund request within 1–2 business days. You will receive an email confirming receipt of your request and any additional information we may need.
5. Step 5 — Review and Decision: Our customer service team will review your claim and reach a decision within 3–5 business days. We may follow up with additional questions during this period.
6. Step 6 — Refund Issuance: If your refund is approved, it will be processed according to the timelines outlined in Section 6 of this policy. You will be notified via email once the refund has been issued.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes for the funds to appear in your account depends on your original payment method. Please refer to the table below:

Please note that these are estimated processing times. Actual timeframes may vary depending on your financial institution. Cafe Rio is not responsible for any delays caused by your bank or payment processor once the refund has been initiated on our end.

7. 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 your order was incorrect, missing, or unsatisfactory — a refund will be applied only to the affected items.
• The issue reported partially affected the order experience but some items were received correctly and in good condition.
• A customer received a promotional discount on their order, and only part of the non-discounted items are eligible for a refund.
• Delivery fees may be excluded from a partial refund when only specific food items are in question.

The amount of any partial refund will be determined by our customer service team based on the value of the affected items and applicable fees. Customers will be informed of the partial refund amount before it is processed.

8. Exchange Policy

Due to the nature of food products, Cafe Rio does not offer direct item-for-item exchanges in the traditional retail sense. However, we are committed to making things right. If you received an incorrect item, we will offer one of the following resolutions at our discretion:

• Replacement delivery of the correct item (subject to availability and delivery feasibility at the time of the issue).
• A store credit equivalent to the value of the incorrect or unsatisfactory item, redeemable on your next order.
• A full or partial monetary refund for the affected item(s), as applicable under the conditions outlined in this policy.

To request an exchange or replacement, please follow the same steps outlined in Section 5 of this policy and clearly indicate in your communication that you are requesting a replacement rather than a monetary refund.

9. Cancellation Policy

We understand that plans can change. Our cancellation policy is designed to be as flexible as possible while accounting for the operational realities of food preparation.

9.1 Customer-Initiated Cancellations

• Orders may be cancelled for a full refund if the cancellation request is submitted within 5 minutes of placing the order and before food preparation has begun.
• Once an order has entered the preparation stage, cancellations will not be accepted and refunds will not be issued unless there is a legitimate issue on our end.
• For scheduled or future orders, cancellations must be made at least 1 hour before the scheduled preparation time to be eligible for a full refund.

9.2 Cafe Rio-Initiated Cancellations

• If Cafe Rio cancels your order due to item unavailability, technical issues, or operational constraints, you will receive a full refund of all amounts charged.
• You will be notified via email or phone (if provided) as soon as a cancellation is initiated on our part.
• In such cases, you will also be offered the option to place a revised order or receive a store credit as a courtesy.

9.3 How to Cancel an Order

To cancel an eligible order, contact us immediately at [email protected] with your order number and cancellation request. Timeliness is critical — please act promptly to ensure your cancellation can be processed before food preparation begins.

10. Dispute Resolution Process

Cafe Rio is dedicated to resolving all customer concerns fairly and efficiently. If you are unsatisfied with the outcome of your refund request, you may pursue the following dispute resolution process:

10.1 Internal Escalation

If you believe your refund request was not handled appropriately, you may request an escalation review by emailing [email protected] with the subject line "Refund Dispute Escalation." Please include your original request details and the reason you are disputing the decision. A senior member of our customer service team will review your case within 5–7 business days.

10.2 Third-Party Mediation

If an internal resolution cannot be reached, either party may seek resolution through a neutral third-party mediator. Mediation costs shall be shared equally unless otherwise agreed upon. This process is voluntary and non-binding unless both parties agree to be bound by the mediator's decision.

10.3 Chargebacks and Credit Card Disputes

We encourage customers to contact us directly before initiating a chargeback with their bank or credit card provider. We are typically able to resolve issues more quickly through direct communication. If a chargeback is filed without prior contact, we reserve the right to provide our documentation of the transaction to the relevant financial institution.

10.4 Consumer Protection Resources

As a United States-based business, customers also have the right to file a complaint with the following regulatory bodies if they believe their consumer rights have been violated:

• Federal Trade Commission (FTC): www.ftc.gov
• Consumer Financial Protection Bureau (CFPB) for payment-related disputes: www.consumerfinance.gov
• Your state's Attorney General's Office or consumer protection agency.

11. Special Circumstances

Cafe Rio recognizes that unique or extenuating circumstances may occasionally arise that fall outside the standard provisions of this policy. In such cases:

• Customers experiencing health concerns related to our food products should contact us immediately and, if necessary, consult a healthcare professional. Please report the issue to us and, where appropriate, to your local health department.
• In the event of a system-wide technical error that affects multiple customers simultaneously, Cafe Rio will proactively reach out with remediation options.
• During natural disasters, public health emergencies, or other force majeure events, standard refund timelines may be extended. Customers will be notified of any delays.

12. Policy Amendments

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 caferiofood.click. The "Last Updated" date at the top of this page will reflect when the most recent changes were made. We encourage customers to review this policy periodically. Continued use of our services following any changes constitutes acceptance of the revised policy.

13. Contact Information for Refund Requests

For all refund requests, questions, or concerns related to this policy, please reach out to our customer support team using the contact details below. We are committed to responding promptly and resolving your issue as efficiently as possible.

This Refund Policy was last reviewed and updated on May 28, 2026. Thank you for choosing Cafe Rio. We value your business and are committed to making every experience a positive one.