Refund Policy

Effective Date: May 30, 2026  |  Last Updated: May 30, 2026

1. Introduction

At Cafe Rio, we are committed to delivering high-quality food products and an exceptional dining and ordering experience to every customer. We understand that issues may occasionally arise with your order, and we want to ensure that any problems are resolved fairly, promptly, and transparently.

This Refund Policy outlines the conditions under which refunds, exchanges, and cancellations are accepted, the timeframes involved, and the process for submitting a refund request. By placing an order through caferiofood.digital, you agree to the terms set forth in this policy.

This policy is governed by the applicable consumer protection laws of the United States, including the Federal Trade Commission (FTC) Act, which prohibits unfair or deceptive practices in commerce, as well as any applicable state laws governing consumer transactions.

2. Eligibility Conditions for Refunds

To be eligible for a refund, your request must meet one or more of the following conditions:

• Incorrect Order: You received items that are different from what you ordered (wrong dish, wrong size, wrong ingredients as specified).
• Missing Items: One or more items from your confirmed order were not delivered or included in your package.
• Food Quality Issues: The food received was spoiled, undercooked, overcooked, or otherwise unfit for consumption at the time of delivery or pickup.
• Allergen Concerns: An item contained an allergen that was explicitly indicated as excluded in your order, posing a risk to your health.
• Order Not Delivered: Your confirmed order was never delivered within the estimated delivery window and no satisfactory resolution was offered by the delivery partner.
• Duplicate Charges: You were charged more than once for the same transaction due to a technical error on our platform.
• Service Failure: A confirmed catering order or pre-booked service was not fulfilled due to reasons within our control.

Refund requests that do not fall within the conditions listed above may be reviewed on a case-by-case basis at the sole discretion of Cafe Rio's customer service team.

3. Timeframes for Refund Requests

Timely reporting is essential for us to investigate your concern and process any eligible refund. The following timeframes apply:

Requests submitted beyond these timeframes 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 circumstances are generally not eligible for refunds:

• Change of Mind: Refunds will not be issued simply because you changed your mind about an order after it has been prepared or dispatched.
• Customization Errors Made by Customer: If you provided incorrect customization instructions (e.g., wrong address, incorrect item selection) during the ordering process, we cannot be held responsible.
• Partially Consumed Orders: Orders that have been significantly consumed before a complaint is raised are not eligible for a full refund.
• Promotional or Discounted Items: Items purchased using promotional discounts, loyalty rewards, or special offers may be subject to modified refund terms as specified at the time of the promotion.
• Third-Party Delivery Fees: Delivery fees charged by third-party delivery platforms or partners are non-refundable unless the non-delivery was directly caused by Cafe Rio.
• Gift Cards and Vouchers: Gift cards and promotional vouchers are non-refundable and cannot be exchanged for cash once purchased or redeemed.
• Catering Deposits (Late Cancellations): Deposits for catering services canceled less than 48 hours before the scheduled event are non-refundable, as described in the Cancellation Policy section below.

5. How to Request a Refund

To submit a refund request, please follow the steps outlined below:

Step 1: Gather Your Order Information

Before contacting us, please have the following information ready:

• Your full name and contact information
• Order confirmation number or receipt
• Date and time of the order
• Description of the issue (missing items, quality concern, wrong order, etc.)
• Photographic evidence (if applicable — especially for food quality or wrong item issues)

Step 2: Contact Our Customer Service Team

Submit your refund request through one of the following channels:

• Email: [email protected]
• Website: caferiofood.digital (via the Contact or Support page)

Please use the subject line: "Refund Request – [Your Order Number]" when emailing us to ensure your request is routed to the correct team promptly.

Step 3: Wait for Acknowledgment

Once we receive your request, our customer service team will acknowledge receipt within 1–2 business days. We may contact you for additional information or clarification if needed.

Step 4: Investigation and Decision

Our team will investigate your claim, which may include reviewing your order details, communicating with our kitchen or delivery team, and examining any evidence provided. A decision will be communicated to you within 3–5 business days of your initial request.

Step 5: Refund Issuance

If your refund request is approved, the refund will be processed according to the payment method used, as outlined in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your money will depend on the original payment method:

Please note that while we process refunds on our end promptly, the actual credit to your account is subject to the policies and processing times of your bank or payment provider. Cafe Rio is not responsible for delays caused by third-party financial institutions.

7. Partial Refunds

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

• Only a portion of your order was missing or incorrect, while the rest was delivered satisfactorily.
• A food item had a minor quality issue that did not affect the entire order.
• A catering order was partially fulfilled, with only certain items or services not delivered as agreed.
• The customer consumed a significant portion of the order before noticing the issue.
• A discount or promotional credit was applied to the original transaction.

The amount of a partial refund will be calculated based on the value of the affected item(s) relative to the total order value. Our customer service team will communicate the exact amount to you upon review of your case.

8. Exchange Policy

Due to the perishable and time-sensitive nature of food products, direct exchanges (replacing one food item with another after delivery) are generally not feasible. However, we offer the following alternatives to exchanges:

• Re-order Credit: If you received an incorrect item, we may issue account credit equal to the value of the incorrect item, which you can apply toward a new order.
• Complimentary Replacement: In cases where an incorrect or unacceptable item was delivered and we determine it is within our operational capacity, we may arrange for a complimentary replacement order to be dispatched. This is subject to availability and operational feasibility.
• In-Store Exchanges: For orders picked up in-store, please speak directly with our team immediately upon pickup if you notice an issue. In-store exchanges for incorrect items may be possible if the issue is identified before leaving the premises.

All exchange requests must be made within the same timeframes as refund requests outlined in Section 3.

9. Cancellation Policy

We understand plans can change. The following cancellation terms apply to orders placed through Cafe Rio:

9.1 Standard Food Orders (Delivery and Pickup)

• Cancellation before preparation begins: If you cancel your order before our kitchen has started preparing it, you will receive a full refund to your original payment method.
• Cancellation after preparation begins: Once food preparation has started, cancellations are generally not accepted. In exceptional circumstances, a store credit may be offered at our discretion.
• Cancellation after dispatch: Orders that have already been dispatched for delivery cannot be canceled. Please refer to the refund eligibility conditions in Section 2 if issues arise upon delivery.

To cancel an order, please contact us immediately at [email protected] or through our website. The earlier you contact us, the more likely we can accommodate your cancellation request.

9.2 Catering and Pre-Booked Orders

Catering cancellations must be submitted in writing to [email protected] with your booking reference number.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, we encourage you to follow the dispute resolution steps below:

Step 1: Internal Escalation

Contact our customer service team again and request that your case be escalated to a senior team member or manager. Please reference your original complaint or ticket number. We are committed to reviewing escalated cases thoroughly and providing a response within 5 business days.

Step 2: Written Formal Complaint

If escalation does not resolve the matter, you may submit a formal written complaint to us at:

• Email: [email protected]
• Subject Line: "Formal Complaint – [Your Order Number]"

We will acknowledge your formal complaint within 2 business days and provide a final written decision within 10 business days.

Step 3: External Dispute Resolution

If you remain unsatisfied after our internal dispute resolution process, you may have additional rights under United States consumer protection laws. You may consider the following options:

• Federal Trade Commission (FTC): File a complaint with the FTC at www.ftc.gov/complaint for consumer protection issues.
• Your State Attorney General's Office: Many states have consumer protection divisions that can assist with unresolved business disputes.
• Better Business Bureau (BBB): You may file a complaint at www.bbb.org.
• Credit Card Chargeback: If you paid by credit card, you may be entitled to initiate a chargeback with your card issuer. We strongly recommend attempting to resolve the issue with us directly before initiating a chargeback.
• Small Claims Court: For disputes involving monetary amounts within the small claims threshold of your state, you may file a claim in small claims court.

11. Consumer Rights Under U.S. Law

Nothing in this Refund Policy is intended to limit or waive any rights you have under applicable United States federal or state consumer protection laws. Your statutory rights remain unaffected. Under the FTC Act, consumers are protected against unfair, deceptive, or misleading business practices. Cafe Rio is fully committed to compliance with all applicable consumer protection regulations.

12. Changes to This Refund Policy

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.digital. We encourage you to review this policy periodically. Continued use of our services after any changes constitutes your acceptance of the revised policy.

13. Contact Information

For all refund requests, cancellations, exchanges, or questions related to this policy, please contact us using the details below: