Refund Policy

At Cafe Rio, we are committed to providing our customers with high-quality food and an exceptional dining experience. We understand that sometimes things do not go as expected, and we want to make sure every concern is handled fairly and promptly. Please read this Refund Policy carefully to understand your rights and our obligations when it comes to refunds, exchanges, and cancellations.

This policy applies to all orders placed in-person, online, by phone, or through any third-party platform associated with Cafe Rio, accessible at cafessrio.rest. By placing an order with us, you agree to the terms outlined in this Refund Policy.

1. Our Commitment to Customer Satisfaction

Cafe Rio takes pride in the quality of every meal we prepare. We use fresh ingredients and follow strict food preparation standards to ensure every order meets our high-quality benchmarks. If for any reason your order does not meet your expectations or there is an error on our part, we encourage you to contact us immediately so we can make it right.

This Refund Policy has been drafted in compliance with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act, which prohibits unfair or deceptive practices in commerce. We aim to be transparent and fair in all refund-related matters.

2. Eligibility Conditions for Refunds

A refund request may be eligible under the following conditions:

• Incorrect Order: You received a food item that is different from what you ordered, including wrong items, missing items, or incorrect customizations.
• Food Quality Issues: The food item delivered or served was of unacceptable quality, including items that were spoiled, undercooked, overcooked, or contained foreign objects.
• Allergy Concerns: You were served an item containing an allergen that you had explicitly requested to be excluded from your order, and this caused a verifiable concern or incident.
• Order Not Received: Your online or phone order was paid for but never delivered or made available for pickup within the agreed timeframe.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a system or processing error.
• Significant Delay: A delivery or pickup order was delayed by more than 45 minutes beyond the quoted time with no prior communication from our team.

Refund requests that do not fall under 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

To be eligible for a refund, you must report the issue within the following timeframes:

Requests submitted outside of these timeframes may not be eligible for a refund. We strongly encourage customers to inspect their orders immediately upon receipt.

4. Non-Refundable Items and Services

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

• Food items that have been fully consumed or substantially eaten before a complaint is made.
• Orders where the customer simply changed their mind after the food has been prepared.
• Customization errors made by the customer (e.g., incorrect selection in an online order form).
• Promotional items, free add-ons, or items provided as part of a special offer or discount campaign.
• Gift cards or store credit once issued.
• Catering deposits paid to secure a reservation or event date, once the date is within 72 hours.
• Service charges, delivery fees, or third-party platform fees imposed by external delivery services.
• Orders fulfilled accurately and on time with no reported quality issues.

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

To submit a refund request, please follow these steps:

1. Step 1 – Contact Us Promptly: Reach out to Cafe Rio as soon as you identify an issue. You can contact us via email at [email protected] or by visiting our website at cafessrio.rest. For dine-in issues, please speak directly with our on-duty manager before leaving the premises.
2. Step 2 – Provide Order Details: Include the following information in your refund request:
   • Your full name
   • Order date and time
   • Order number or receipt number (if available)
   • Description of the issue
   • Method of payment used
3. Step 3 – Submit Supporting Evidence: Where possible, please attach photos or videos of the food item in question, screenshots of any billing discrepancies, or any other relevant documentation that supports your claim.
4. Step 4 – Await Review: Our customer service team will review your request and respond within 2–3 business days. We may reach out to request additional information if needed.
5. Step 5 – Resolution: Once your request has been reviewed and approved, we will notify you of the resolution, which may include a full refund, partial refund, store credit, or replacement item depending on the circumstances.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to process depends on the original payment method used:

Please note that while Cafe Rio will process refunds promptly on our end, the actual time for funds to appear in your account may vary depending on your financial institution or payment provider. We are not responsible for delays caused by third-party financial services.

7. Partial Refunds

In certain circumstances, a partial refund may be offered instead of a full refund. Partial refunds may apply when:

• Only one or a few items in a larger order were incorrect or unsatisfactory, rather than the entire order.
• The customer partially consumed the food before identifying the issue.
• The order was delayed but was ultimately received and partially acceptable to the customer.
• A customization was partially fulfilled but not entirely as requested.
• A promotional discount was applied to the original order, and the refund reflects the discounted amount paid.

The partial refund amount will be determined at the discretion of Cafe Rio management based on the nature and extent of the issue reported. We will always strive to offer a fair resolution that reflects the inconvenience experienced.

8. Exchange Policy

In many cases, Cafe Rio prefers to resolve food-related concerns by offering a replacement rather than a monetary refund. Exchanges are available under the following conditions:

• The exchange request is made promptly — for dine-in orders, before leaving the table; for delivery or pickup orders, within 1 hour of receipt.
• The original food item is returned in its current condition (uneaten or minimally consumed).
• The replacement item is of equal or lesser value to the original item ordered.
• The exchange is for the same item or a comparable menu item if the original is unavailable.

If an exchange is not feasible due to business hours, availability, or other circumstances, a refund or store credit will be offered as an alternative. Exchanges cannot be made for a different item simply due to a change of preference.

9. Cancellation Policy

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

9.1 Individual Orders (Online and Phone)

• Cancellation within 5 minutes of placing the order: Full refund provided, as preparation may not have begun.
• Cancellation after 5 minutes but before preparation is complete: Partial refund may be issued at management's discretion, as ingredients may have already been allocated.
• Cancellation after preparation has begun or is complete: No refund will be issued, as the food has been made specifically for your order.

9.2 Catering and Group Orders

• Cancellation more than 7 days before the event: Full refund of any deposit paid.
• Cancellation 3–7 days before the event: 50% of the deposit is refundable; the remaining 50% will be retained as a cancellation fee.
• Cancellation within 72 hours of the event: No refund will be issued. The full deposit or pre-payment will be forfeited due to preparation costs already incurred.

10. Dispute Resolution Process

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

10.1 Internal Escalation

If your initial refund request is denied or you disagree with the outcome, you may escalate the matter by sending a written appeal to [email protected] with the subject line "Refund Dispute – [Your Order Number]." Your appeal will be reviewed by senior management within 5 business days, and a final internal decision will be communicated to you in writing.

10.2 External Dispute Resolution

If the internal resolution process does not resolve your concern to your satisfaction, you have the following options:

• Chargeback through Your Bank or Credit Card Provider: You may contact your financial institution to initiate a chargeback process. Please note that chargebacks should only be pursued after attempting to resolve the matter directly with us.
• Federal Trade Commission (FTC): Complaints related to deceptive or unfair business practices can be filed with the FTC at www.ftc.gov.
• Better Business Bureau (BBB): You may submit a complaint to the Better Business Bureau, which may assist in facilitating a resolution.
• State Consumer Protection Agency: Depending on your state of residence, you may also contact your state's consumer protection office for assistance.

10.3 Governing Law

This Refund Policy and any disputes arising from it shall be governed by and construed in accordance with the laws of the United States and the applicable state laws of the jurisdiction in which Cafe Rio operates. Any legal proceedings, if necessary, shall be conducted in the appropriate courts of that jurisdiction.

11. Special Circumstances and Force Majeure

In the event of extraordinary circumstances beyond our control — including but not limited to natural disasters, extreme weather events, public health emergencies, utility outages, or government-mandated closures — Cafe Rio's ability to honor refund and cancellation requests may be limited. In such cases, we will make every reasonable effort to offer store credit, rescheduling of orders, or alternative resolutions. We will communicate any such limitations to affected customers as promptly as possible.

12. Policy Updates

Cafe Rio reserves the right to amend or update this Refund Policy at any time. Changes will be posted on our website at cafessrio.rest with a revised effective date. Continued use of our services after any changes to this policy constitutes your acceptance of the updated terms. We encourage you to review this policy periodically to stay informed of any updates.

13. Contact Information for Refund Requests

If you have any questions about this Refund Policy, need to submit a refund request, or wish to discuss a concern regarding your order, please do not hesitate to contact our customer service team using the following information:

Our team is dedicated to resolving your concerns quickly and professionally. We ask for your patience as our team reviews each request carefully to ensure a fair and accurate outcome for all parties involved.