Refund Policy

At Cafe Rio, customer satisfaction is at the heart of everything we do. We understand that sometimes an order may not meet your expectations, and we are committed to making things right. This Refund Policy outlines the terms and conditions under which refunds, exchanges, and cancellations are handled. Please read this policy carefully before placing an order through our website at rioscafe.digital.

By placing an order with Cafe Rio, you agree to the terms set forth in this Refund Policy. This policy is governed by applicable United States federal and state consumer protection laws, including the Federal Trade Commission Act (FTC Act), and relevant state-level regulations.

1. Our Commitment to Customer Satisfaction

Cafe Rio is dedicated to providing high-quality food and exceptional service to every customer. We take pride in preparing fresh, flavorful meals with care and attention to detail. However, we recognize that issues can occasionally arise, whether related to incorrect orders, quality concerns, or delivery problems. In such cases, we encourage customers to contact us promptly so we can address the situation as quickly and fairly as possible.

Our refund policy has been designed to be transparent, fair, and in compliance with applicable consumer protection regulations under United States law. We strive to resolve all complaints and refund requests in a timely and professional manner.

2. Eligibility Conditions for Refunds

A refund request may be eligible for consideration under the following circumstances:

• Incorrect Order: You received an item or items that do not match what you ordered.
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food you received was undercooked, spoiled, contaminated, or otherwise not fit for consumption.
• Allergic Reactions from Mislabeled Ingredients: If you experience an allergic reaction due to an ingredient that was not disclosed or was incorrectly listed on our menu, you may be eligible for a refund. We strongly recommend notifying us immediately and seeking medical attention.
• Significant Delay in Delivery: Your order arrived significantly later than the estimated delivery time, and the food was no longer in acceptable condition upon arrival.
• Duplicate Charges: You were charged more than once for the same order due to a technical error on our platform.
• Order Not Fulfilled: Your order was accepted and paid for but was never prepared or delivered.

All refund requests are subject to review and verification by our team. We reserve the right to request supporting documentation, such as photographs of the food, proof of purchase, or order confirmation details.

3. Timeframes for Refund Requests

To ensure a fair and efficient resolution process, refund requests must be submitted within the following timeframes:

Requests submitted outside these timeframes may not be eligible for a refund. We encourage customers to review their orders immediately upon receipt and contact us as soon as an issue is identified.

4. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds, including but not limited to:

• Change of Mind: Refunds will not be issued because you changed your mind about an order after it has been prepared or is in transit.
• Consumed Items: If a substantial portion of your food has been consumed and you then request a refund without a valid quality complaint, the request will not be honored.
• Customization Errors by the Customer: If you ordered a customized item with specific instructions and the order was correctly prepared according to those instructions, no refund will be issued for dissatisfaction with the customization.
• Delivery Fees: Delivery fees are generally non-refundable unless the order was never delivered due to an error on our part.
• Promotional or Discounted Items: Items purchased during special promotions or at a discounted price may have limited refund eligibility, which will be disclosed at the time of purchase.
• Gift Cards and Digital Credits: Gift cards and any digital credit balances are non-refundable and cannot be exchanged for cash.
• Third-Party Platform Orders: Orders placed through third-party delivery platforms (such as DoorDash, Uber Eats, Grubhub, etc.) are subject to those platforms' individual refund policies. Cafe Rio is not responsible for refunds on orders placed through third-party services.

5. How to Request a Refund

To submit a refund request, please follow these steps:

1. Gather Your Information: Before contacting us, please have the following information available:
   • Your full name
   • Order confirmation number or receipt
   • Date and time of your order
   • Description of the issue
   • Photographs (if applicable, especially for food quality or incorrect item complaints)
2. Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: rioscafe.digital
3. Submit Your Request: Clearly describe the issue with your order, the resolution you are seeking (refund, replacement, or store credit), and attach any relevant photographs or documentation.
4. Await Confirmation: Our customer support team will acknowledge your request within 1–2 business days and may follow up with additional questions to verify the issue.
5. Resolution: Once your request has been reviewed and approved, we will inform you of the outcome and the refund or resolution method that will be applied.

6. Refund Processing Times by Payment Method

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

Please note that while we process refunds promptly upon approval, the timing of when funds appear in your account is ultimately controlled by your financial institution or payment provider and may vary. We are not responsible for delays caused by banks or third-party payment processors.

7. Partial Refunds

In some situations, a partial refund may be issued rather than a full refund. Partial refunds may apply in the following circumstances:

• Only one or a few items in a larger order were incorrect, missing, or unsatisfactory.
• The food quality issue affected only part of the order, and the remaining items were received in acceptable condition.
• A delivery delay impacted the quality of certain items but not the entire order.
• A customer partially consumed a meal before raising a complaint about quality, and the complaint is deemed valid but limited in scope.

The amount of a partial refund will be calculated based on the value of the affected items and the nature of the complaint. Our customer support team will communicate the partial refund amount to you clearly before processing.

8. Exchange Policy

In lieu of a monetary refund, Cafe Rio may offer a food replacement or exchange under the following conditions:

• The item you received was incorrect, and the correct item is available for preparation.
• You prefer to receive a replacement meal rather than a refund.
• The exchange is feasible based on your proximity to our location and the practicality of re-delivery or re-preparation.

If you choose an exchange, the replacement item will be prepared and delivered or made available for pickup as quickly as possible. Exchanges are subject to menu availability and operating hours. In cases where an exchange is not feasible, a full or partial refund will be offered instead.

For in-store dining, if you are dissatisfied with your meal, please speak to a team member or manager immediately. We will do our best to replace your meal or offer a suitable alternative at no additional charge.

9. Cancellation Policy

We understand that plans can change. However, because our food is prepared fresh and quickly after an order is placed, our ability to accommodate cancellations is limited. The following cancellation terms apply:

9.1 Online and Phone Orders

• Before Preparation Begins: If you cancel your order within 5 minutes of placing it, and preparation has not yet started, you will receive a full refund.
• During Preparation: If your order is already being prepared when you request a cancellation, we may not be able to issue a full refund. A partial refund or store credit may be offered at our discretion.
• After Preparation is Complete: Once your order has been fully prepared and is ready for pickup or in transit for delivery, cancellations will not be accepted, and no refund will be issued.

9.2 Catering and Group Orders

Catering and large group orders require additional planning and preparation. The following cancellation terms apply to catering orders:

• More than 48 hours before the scheduled order time: Full refund issued.
• 24–48 hours before the scheduled order time: 50% refund or full store credit issued.
• Less than 24 hours before the scheduled order time: No refund will be issued due to food and preparation costs already incurred.

To cancel a catering or group order, please contact us directly at [email protected] as early as possible.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, you have the following options to escalate your concern:

10.1 Internal Escalation

You may request that your case be escalated to a senior member of our customer support team or management. Please send an email to [email protected] with the subject line "Refund Dispute Escalation" and include your original request details and the reason for escalation. We will respond within 3–5 business days.

10.2 Chargeback Rights

Under United States law and the terms of most credit and debit card agreements, you have the right to dispute a charge with your bank or card issuer if you believe you were charged incorrectly or did not receive the goods or services you paid for. We encourage you to attempt to resolve the issue directly with us before initiating a chargeback, as chargebacks can be costly and time-consuming for all parties involved.

10.3 Consumer Protection Agencies

If you believe your consumer rights have been violated, you may file a complaint with the following agencies:

• Federal Trade Commission (FTC): reportfraud.ftc.gov
• Your State Attorney General's Office
• Better Business Bureau (BBB): www.bbb.org

10.4 Informal Mediation

Before pursuing any formal legal action, we strongly encourage customers to engage in good-faith communication with our team to resolve any disputes amicably. We are committed to finding a fair resolution for all parties.

11. Store Credit Option

In some cases, we may offer store credit as an alternative to a monetary refund. Store credit can be used toward any future purchase at Cafe Rio through our website at rioscafe.digital. Store credit does not expire and is non-transferable. Store credit cannot be exchanged for cash and has no cash value.

If you would prefer store credit over a monetary refund, please indicate this when submitting your refund request. We are happy to accommodate this preference where applicable.

12. Modifications to This Policy

Cafe Rio reserves the right to update or modify 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 how we handle refund requests. Continued use of our website and services after changes are posted constitutes your acceptance of the updated policy.

13. Contact Information for Refund Requests

If you have any questions about this Refund Policy, need to submit a refund request, or require assistance with an order, please contact our customer support team using the information below:

Our customer support team is available to assist you during regular business hours. We aim to respond to all inquiries within 1–2 business days. For urgent matters related to food safety or health concerns, please contact us immediately and, if necessary, seek appropriate medical attention.