Refund Policy

Effective Date: May 2, 2026 | Last Updated: May 2, 2026

1. Our Commitment to Customer Satisfaction

Cafe Rio takes pride in delivering fresh, high-quality food and exceptional customer service. We understand that occasionally things may not go as expected — whether it is an incorrect order, a quality concern, or a delivery issue. This Refund Policy has been designed to be fair, transparent, and easy to understand so you know exactly what to expect when things go wrong.

By placing an order with Cafe Rio through any channel — online, by phone, in person, or via a third-party delivery service — you agree to the terms outlined in this Refund Policy. We encourage you to read this document carefully before placing your order.

2. Eligibility Conditions for Refunds

Refunds may be issued under the following circumstances. You may be eligible for a full or partial refund if:

• You received an incorrect item that does not match your confirmed order.
• Your order arrived in a condition that is clearly unsatisfactory, such as food being spoiled, contaminated, or substantially different from what was described.
• Your order was never delivered, and delivery confirmation cannot be provided by Cafe Rio or the delivery partner.
• A duplicate charge was applied to your account due to a system or processing error.
• Your order was canceled by Cafe Rio prior to preparation or fulfillment.
• A significant portion of your order was missing upon delivery or pickup.
• The food quality was demonstrably below the standard expected and reported within the required timeframe.

Refund eligibility is assessed on a case-by-case basis. Cafe Rio reserves the right to request supporting evidence such as photographs, order confirmation numbers, or written descriptions of the issue before processing a refund.

3. Timeframes for Refund Requests

To be considered for a refund, requests must be submitted within the following timeframes:

Refund requests submitted outside of these timeframes may not be eligible for consideration. We strongly encourage customers to inspect their orders upon receipt and contact us immediately if there is any concern.

4. Non-Refundable Items and Situations

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

• Change of mind: Refunds are not issued simply because you changed your mind after placing or receiving your order.
• Consumed orders: If the majority of the food has been consumed before a complaint is raised, a refund may be denied.
• Customer-caused errors: If you provided incorrect delivery information, selected the wrong item, or made ordering mistakes, Cafe Rio is not obligated to issue a refund.
• Third-party delivery fees: Delivery fees charged by third-party services (such as DoorDash, Uber Eats, or Grubhub) are subject to those platforms' own refund policies and cannot be refunded by Cafe Rio directly.
• Promotional and discounted items: Items purchased with special promotional codes or at deeply discounted prices may be non-refundable as noted at time of purchase.
• Gift cards and loyalty credits: Purchases made using gift cards or loyalty reward credits are generally non-refundable and non-transferable unless required by applicable law.
• Catering deposits (non-cancellation cases): Catering deposits are non-refundable unless the event is canceled within the applicable cancellation window described in Section 8.

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

If you believe you are eligible for a refund, please follow these steps to submit your request:

1. Step 1 – Gather your information: Before contacting us, have the following ready: your full name, order confirmation number or receipt, date and time of the order, the specific issue you experienced, and photographs (if applicable).
2. Step 2 – Contact Cafe Rio: Reach out to us through one of the following methods:
   • Email: [email protected]
   • Website: eat-caferio.rest
3. Step 3 – Describe the issue: In your message or call, clearly explain the nature of the problem. Include your order number, item(s) affected, and the resolution you are requesting (refund, replacement, or store credit).
4. Step 4 – Submit supporting evidence: If you have photos of the incorrect or unsatisfactory food, please attach them to your email or have them available during your call. This significantly speeds up the review process.
5. Step 5 – Await review and confirmation: Our customer service team will review your request and respond within 1–3 business days. If approved, your refund will be processed according to the timelines in Section 6.
6. Step 6 – Receive your refund: Once approved, refunds are issued to the original payment method or as store credit, depending on the circumstances and your preference where applicable.

6. Refund Processing Times by Payment Method

Once a refund is approved, the time it takes to appear in your account depends on your payment method:

Please note that while Cafe Rio processes refunds promptly upon approval, the actual posting of funds to your account may be subject to your bank or financial institution's own processing timelines. If you have not received your refund after the stated timeframe, please contact your bank before reaching out to us.

7. Partial Refunds

In some circumstances, a partial refund may be offered rather than a full refund. Partial refunds may apply when:

• Only a portion of your order was incorrect or unsatisfactory, while the rest of the order was acceptable.
• The issue reported is minor in nature and does not warrant a full refund at Cafe Rio's reasonable discretion.
• A significant portion of the food was consumed before the issue was reported.
• Delivery fees or service charges are excluded from an otherwise approved food item refund.
• A discount or promotional price was applied to the affected item, and only the amount actually paid is refunded.

The amount of a partial refund will be communicated to you by our customer service team and will reflect a fair assessment of the issue reported. Customers may also be offered store credit as an alternative to a cash refund.

8. Cancellation Policy

Cancellations are accepted under the following conditions:

8.1 Standard Orders (Online / Phone / In-Store)

• Orders may be canceled for a full refund if canceled before preparation has begun. Once food preparation has started, cancellations may not be accepted.
• For online orders, please contact us immediately at [email protected] if you wish to cancel. We will do our best to accommodate cancellation requests but cannot guarantee them once the kitchen has received your order.

8.2 Catering and Large Group Orders

• Catering orders canceled more than 72 hours before the scheduled event will receive a full refund.
• Catering orders canceled between 24 and 72 hours before the scheduled event will receive a 50% refund.
• Catering orders canceled less than 24 hours before the event are non-refundable.
• Deposits for catering events are non-refundable unless the cancellation is made more than 72 hours in advance.

8.3 Subscription or Meal Plan Orders

If Cafe Rio offers subscription-based meal plans or prepaid meal packages, customers may cancel their subscription at any time before the next billing cycle. Unused portions of prepaid plans may be refunded on a pro-rated basis at Cafe Rio's discretion, subject to applicable terms communicated at the time of purchase.

9. Exchange Policy

Where a refund is not the preferred resolution, Cafe Rio is pleased to offer an exchange or replacement under the following conditions:

• If you received the wrong item, we will prepare and deliver or make available the correct item at no additional charge, subject to availability.
• Exchanges must be requested within the same timeframes as refund requests (see Section 3).
• Replacements may be offered as an in-store pickup if re-delivery is not feasible.
• In cases where the original item is no longer available, a comparable item or store credit of equal value will be offered.
• Items that were correctly prepared per your order but simply not to your taste preference are not eligible for exchange.

We encourage customers to first attempt an exchange before requesting a monetary refund, as this is often the fastest resolution and ensures you still enjoy a quality meal from Cafe Rio.

10. Third-Party Delivery Platform Orders

If you placed your order through a third-party delivery platform (such as DoorDash, Uber Eats, Grubhub, or similar services), please be aware of the following:

• Refund requests for orders placed through third-party platforms should first be submitted directly through that platform's support system, as they control payment processing for those transactions.
• Cafe Rio will cooperate with third-party platforms in resolving disputes but cannot directly process refunds for payments made through those platforms.
• If the issue is determined to be caused by Cafe Rio (e.g., incorrect item prepared), Cafe Rio will work with the platform to facilitate a refund or replacement.
• Delivery-related issues (late delivery, damaged packaging during transit) may fall under the responsibility of the delivery platform or driver.

11. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, you have the right to escalate the matter through our formal dispute resolution process:

Step 1 – Internal Escalation

If your initial refund request was denied or you disagree with the resolution offered, you may request an escalation by emailing [email protected] with the subject line "Refund Dispute – [Your Order Number]." A senior member of our customer service or management team will review your case within 3–5 business days.

Step 2 – Written Formal Complaint

If escalation does not resolve your concern, you may submit a formal written complaint to our management team at the address below. Please include all relevant documentation, correspondence, and your desired resolution. We will respond to formal written complaints within 10 business days.

Step 3 – External Consumer Protection Resources

If you remain unsatisfied after exhausting our internal process, you may seek assistance from the following bodies:

• Federal Trade Commission (FTC): The FTC enforces consumer protection laws in the United States and can be reached at www.ftc.gov.
• State Consumer Protection Office: Depending on your state of residence, your state attorney general's office or consumer affairs department may be able to assist.
• Better Business Bureau (BBB): You may file a complaint or seek mediation through the BBB at www.bbb.org.
• Credit card chargeback: If you made payment by credit card and believe you were charged in error, you may contact your credit card issuer to initiate a chargeback under applicable payment network rules. Please note that initiating a chargeback without first attempting resolution with Cafe Rio may affect your ability to place future orders.

Governing Law

This Refund Policy is governed by and construed in accordance with the laws of the United States and applicable state law. Any disputes arising from this policy that cannot be resolved informally shall be subject to binding arbitration or the jurisdiction of the appropriate courts in the state where Cafe Rio operates, as applicable.

12. Consumer Rights Under Applicable Law

Nothing in this Refund Policy limits or waives any rights you may have under applicable federal or state consumer protection laws. Customers in California may have additional rights under the California Consumer Privacy Act (CCPA/CPRA) and other California consumer protection statutes. The Federal Trade Commission Act (FTC Act) protects consumers across the United States from unfair or deceptive business practices, and Cafe Rio is committed to full compliance with all applicable regulations.

13. Changes to This Refund Policy

Cafe Rio reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on our website at eat-caferio.rest with the updated effective date. Continued use of our services after changes are posted constitutes your acceptance of the updated policy. We encourage customers to review this page periodically to stay informed.

14. Contact Information for Refund Requests

For all refund requests, questions about this policy, or customer service inquiries, please contact us using the details below: