Refund Policy

At Cafe Rio, we are committed to providing our customers with the highest quality food and dining experience. We understand that situations may arise where a refund or exchange is necessary, and we have established this Refund Policy to ensure a fair and transparent process for all our customers. Please read this policy carefully before placing an order or making a purchase.

This Refund Policy applies to all purchases made through our website cafexrio.click, in-store transactions, and any orders placed through authorized third-party platforms on behalf of Cafe Rio. By placing an order with us, you agree to the terms outlined in this policy.

1. Eligibility Conditions for Refunds

We want every customer to be satisfied with their experience at Cafe Rio. Refunds may be granted under the following circumstances:

• Incorrect Order: You received an item that is different from what you ordered (wrong item, wrong size, or wrong customization).
• Food Quality Issues: The food item received was of substandard quality, undercooked, overcooked, spoiled, or otherwise not fit for consumption.
• Missing Items: Items that were paid for but not included in your order or delivery.
• Allergen-Related Errors: Food items were prepared with ingredients that you explicitly requested to be excluded due to dietary restrictions or allergies, and this was clearly communicated at the time of ordering.
• Order Not Received: Your delivery order was confirmed and paid for but never arrived.
• Significant Delay: Your order experienced an unreasonable and significant delay caused by Cafe Rio (not including delays caused by third-party delivery services or circumstances beyond our control).
• Duplicate Charges: You were charged more than once for the same order due to a technical error on our platform.

To be eligible for a refund, the issue must be reported within the applicable timeframe outlined in Section 2 of this policy. Refund requests submitted without adequate explanation or supporting evidence may be subject to review and may not be approved.

2. Timeframes for Refund Requests

Timeliness is essential when requesting a refund, particularly for perishable food items. The following timeframes apply:

Requests submitted outside these timeframes may not be honored. We encourage customers to review their orders immediately upon receipt and contact us as soon as possible if there is an issue.

3. Non-Refundable Items and Services

While we strive to accommodate all reasonable refund requests, certain items and situations are not eligible for refunds:

• Change of Mind: Refunds will not be issued simply because a customer changed their mind about a food item after it has been prepared.
• Consumed Items: Food items that have been substantially consumed before a complaint is raised (unless a quality issue is clearly documented).
• Custom or Special Orders: Highly customized food items made to specific customer specifications that do not have a quality defect.
• Promotional or Discounted Items: Items purchased using special promotions, coupons, or discount codes may be subject to limited or no refund eligibility.
• Gift Cards and Store Credit: Purchased gift cards are non-refundable but may be used toward future purchases.
• Delivery Fees: Delivery and service fees charged by third-party platforms are non-refundable by Cafe Rio, as these are determined by third-party partners.
• Third-Party Platform Orders: Orders placed through third-party delivery apps (such as DoorDash, Uber Eats, or Grubhub) are subject to the respective platform's refund policies, and Cafe Rio cannot guarantee refunds for issues arising from those platforms.
• Catering Deposits: Non-refundable deposits paid for catering or large event orders are not refundable if canceled within 24 hours of the scheduled event.

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

To initiate a refund request, please follow these steps carefully:

1. Gather Your Information: Before contacting us, have the following ready:
   • Your order confirmation number or receipt
   • The date and time of your purchase
   • A description of the issue you experienced
   • Photographic evidence of the problem (if applicable, especially for food quality issues or missing items)
2. Contact Us: Reach out to our customer service team using one of the following methods:
   • Email: [email protected]
   • Website: cafexrio.click
3. Provide Details: In your message or call, clearly explain:
   • What you ordered and what you received
   • The nature of the issue
   • Your preferred resolution (refund, replacement, or store credit)
4. Submit Evidence: If applicable, attach clear photographs or other documentation to support your claim. This significantly speeds up the review process.
5. Await Review: Our team will review your request and respond within 2–3 business days. We may contact you for additional information if needed.
6. Receive Resolution: Once your request has been reviewed and approved, we will notify you of the refund amount and the method by which it will be processed.

5. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your funds depends on your original payment method:

Please note that Cafe Rio initiates refunds on our end promptly upon approval, but the actual credit appearing in your account is subject to your financial institution's processing schedules. We are not responsible for delays caused by banks or payment processors.

6. Partial Refunds

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

• Only a portion of your order had a quality issue or was incorrect, while the remainder was satisfactory.
• The customer partially consumed a food item before identifying the issue.
• A coupon, discount, or promotional credit was applied to the original order, reducing the refundable amount.
• A catering order is partially canceled with insufficient notice, resulting in partial forfeiture of the deposit or prepayment.
• Delivery fees or service charges are excluded from the refundable amount where applicable.

The amount of a partial refund will be determined by our customer service team on a case-by-case basis, based on the nature and extent of the issue reported. We are committed to arriving at a fair resolution for all parties involved.

7. Exchange Policy

In many cases where food quality or order accuracy is the issue, Cafe Rio may offer a replacement or exchange instead of a monetary refund. Our exchange policy works as follows:

• In-Store Exchanges: If you are dining in and receive an incorrect or unsatisfactory item, please notify a staff member immediately. We will remake your item at no additional charge.
• Online or Delivery Orders: If an incorrect item was delivered, we may offer to send the correct item as a replacement, subject to availability and location. Alternatively, we may issue store credit or a refund.
• Timing: Exchange requests must be made within the applicable timeframe listed in Section 2.
• Non-Quality Issues: Exchanges are generally not available for food items that were correctly prepared as ordered but that the customer simply does not enjoy. Our menu descriptions and ingredient information are available to help customers make informed choices.

8. Cancellation Policy

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

Standard Orders

• Orders placed online or by phone may be canceled for a full refund if cancellation is requested before the order has entered preparation.
• Once an order has begun preparation, cancellations may not be possible, and a refund may not be issued.
• For in-store orders, cancellations are not possible once food preparation has started.

Catering and Large Group Orders

• Cancellations made more than 72 hours before the scheduled event: Full refund (minus any non-refundable deposits specified in your catering agreement).
• Cancellations made between 24–72 hours before the scheduled event: 50% refund of the total order amount.
• Cancellations made less than 24 hours before the scheduled event: No refund will be issued, as food preparation and staffing arrangements will have already been made.

Scheduled Pre-Orders

• Pre-orders scheduled for a future date may be canceled for a full refund if the cancellation is made at least 12 hours before the scheduled pickup or delivery time.

9. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Cafe Rio offers a structured dispute resolution process to ensure your concerns are addressed fairly and efficiently.

Step 1: Internal Escalation

If your initial refund request was denied or you believe the resolution was unfair, you may request that your case be escalated to a senior member of our customer service team. Please send an email to [email protected] with the subject line "Refund Dispute – Escalation Request" and include your original case reference number.

Step 2: Management Review

Escalated disputes will be reviewed by our management team within 5–7 business days. We will communicate our final decision in writing via email. At this stage, we may request additional documentation or clarification.

Step 3: External Dispute Resolution

If you are not satisfied with the outcome of the management review, you have the right to pursue the following external options:

• Federal Trade Commission (FTC): You may file a complaint with the FTC at ftc.gov if you believe we have engaged in unfair or deceptive business practices under the FTC Act (15 U.S.C. § 45).
• Consumer Financial Protection Bureau (CFPB): For payment-related disputes, you may contact the CFPB at consumerfinance.gov.
• State Consumer Protection Agencies: Depending on your state of residence, you may also file a complaint with your state's consumer protection office.
• Credit Card Chargeback: If you paid by credit card, you may have the right to dispute the charge with your card issuer. We encourage you to attempt to resolve the matter with us directly before initiating a chargeback, as this process can take significantly longer.
• Small Claims Court: For disputes involving amounts within the applicable jurisdictional limit, you may pursue a claim in small claims court in the jurisdiction where the transaction occurred.

10. California Residents

If you are a California resident, you may have additional rights under the California Consumer Privacy Act (CCPA) and the California Consumer Protection laws. For payment disputes involving online transactions, you are entitled to a timely and fair resolution process. Please contact us directly, and we will make every effort to comply with applicable California state law regarding refunds and consumer protections.

11. Changes to This Refund Policy

Cafe Rio reserves the right to modify or update this Refund Policy at any time. Any changes will be posted on this page with an updated effective date. We encourage you to review this policy periodically to stay informed about our refund practices. Continued use of our services after any changes to this policy constitutes your acceptance of the updated terms.

12. Contact Information for Refund Requests

For all refund-related inquiries, exchanges, cancellations, or disputes, please contact our customer service team using the information below. We are here to help and will respond to all inquiries as promptly as possible.

Our customer service team is available during regular business hours. We aim to respond to all email inquiries within 2–3 business days. For urgent matters, please indicate "URGENT" in the subject line of your email.