Refund Policy

At Cafe Rio, we are committed to providing our customers with high-quality food and an exceptional dining experience. We understand that situations may arise where you need to request a refund, modification, or cancellation of an order. This Refund Policy outlines your rights and our obligations in accordance with applicable United States federal and state consumer protection laws, including guidelines established by the Federal Trade Commission (FTC) under the FTC Act.

Please read this policy carefully before placing any order through our website at riocafes.rest or at any of our physical locations. By placing an order with Cafe Rio, you agree to the terms set forth in this Refund Policy.

1. Eligibility Conditions for Refunds

Cafe Rio will consider refund requests under the following circumstances:

• Incorrect Order: You received an item or items that differ from what you ordered.
• Food Quality Issues: The food delivered or served did not meet reasonable quality standards, including issues such as spoilage, contamination, or being improperly prepared.
• Missing Items: One or more items from your order were not included at the time of delivery or pickup.
• Allergic Reactions Due to Mislabeling: If you experienced an adverse reaction because an ingredient was not properly disclosed and you had notified us of your dietary restrictions or allergies at the time of ordering.
• Duplicate Charges: You were charged more than once for the same order due to a technical error.
• Order Not Received: Your delivery order was never received, and tracking or confirmation shows the order was not delivered.
• Canceled Orders: Orders that were canceled within the eligible cancellation window as described in Section 8 of this policy.

Refunds are evaluated on a case-by-case basis. Cafe Rio reserves the right to request supporting documentation, such as photographs or order confirmation numbers, before processing any refund.

2. Timeframes for Refund Requests

To be eligible for a refund, you must submit your request within the following timeframes:

Refund requests submitted outside of these timeframes will be reviewed at the sole discretion of Cafe Rio management and may not be approved. We encourage you to inspect your order upon receipt and contact us immediately if any issue is identified.

3. Non-Refundable Items and Services

Certain items and services are not eligible for refunds under any circumstances. These include:

• Consumed food items: Any food item that has been partially or fully consumed is not eligible for a refund unless a documented quality or safety concern exists.
• Customized orders: Items prepared with specific customer-requested modifications that were accurately fulfilled are non-refundable.
• Gift cards and promotional credits: Gift cards, discount codes, and promotional credits are non-refundable and cannot be exchanged for cash.
• Catering deposits: Deposits paid to secure catering bookings are non-refundable if the cancellation occurs less than 48 hours before the scheduled event.
• Delivery fees: Third-party delivery service fees are non-refundable once an order has been dispatched.
• Taxes and service charges: Applicable sales taxes and mandatory service charges are non-refundable.
• Digital products and meal plans: Once a digital meal plan or subscription service has been activated, the applicable period is non-refundable unless there is a documented technical failure on our part.

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

If you believe you are entitled to a refund, please follow the steps below:

1. Gather Your Information: Collect your order confirmation number, receipt, date and time of purchase, and any supporting evidence such as photographs of the incorrect or unsatisfactory item(s).
2. Contact Cafe Rio: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: riocafes.rest
3. Submit Your Refund Request: In your message, include your full name, order number, the specific item(s) in question, a description of the issue, and any supporting photos or documentation.
4. Await Acknowledgment: Our team will acknowledge receipt of your refund request within 1–2 business days.
5. Review and Decision: Our customer service team will review your case. We may contact you for additional information if needed. A decision will be communicated within 3–5 business days of receiving all necessary information.
6. Refund Issuance: If approved, your refund will be processed according to the timelines outlined in Section 5 of this policy.

5. Refund Processing Times by Payment Method

Once a refund has been approved, processing times vary depending on your original payment method:

Please note that while Cafe Rio processes refunds promptly, the actual credit appearance in your account depends on your financial institution's processing times. Cafe Rio is not responsible for delays caused by banks or third-party payment processors.

6. Partial Refunds

In certain situations, Cafe Rio may issue a partial refund rather than a full refund. Partial refunds may apply in the following circumstances:

• Only a portion of your order was incorrect, missing, or unsatisfactory.
• The food was consumed in part before the quality issue was identified.
• A catering order was partially delivered or completed before a service disruption occurred.
• A promotional discount or coupon was applied to the original order, and the refund will reflect the actual amount paid for the affected item(s).
• Delivery fees or taxes attributable to refunded items may be partially returned based on the ratio of refunded items to the total order.

The amount of any partial refund will be calculated based on the actual price paid for the specific item(s) in question, excluding any taxes, fees, or charges that are deemed non-refundable per Section 3.

7. Exchange Policy

Cafe Rio offers exchanges for food items under the following conditions:

• Incorrect Item Received: If you received a different item than what you ordered, we will replace it with the correct item at no additional charge, subject to availability.
• Preparation Error: If your food was prepared incorrectly (e.g., wrong toppings, wrong protein), we will remake the item according to your original order specifications.
• In-Store Exchanges: Exchanges for dine-in and takeout orders must be requested at the point of sale or within 2 hours of the original purchase. Please bring your receipt or proof of purchase.
• Delivery Exchanges: For delivery orders with incorrect items, we may offer a replacement delivery or a store credit at our discretion, depending on availability and logistics.

Exchanges are not available for:

• Items that have been fully consumed.
• Orders where the customer changed their mind after the order was placed and fulfilled correctly.
• Customized orders that were accurately prepared per the customer's instructions.

8. Cancellation Policy

Cafe Rio's cancellation policy is designed to be fair to both our customers and our operations. Please review the following cancellation guidelines:

8.1 Online and App Orders

• Orders may be canceled without penalty within 5 minutes of placement, provided the order has not yet been confirmed or prepared.
• Once an order has been confirmed and is in preparation, cancellations may not be accepted, and a full refund may not be available.

8.2 Catering and Large Group Orders

• Cancellations made 72 hours or more before the scheduled event will receive a full refund, excluding any non-refundable deposits.
• Cancellations made 48–72 hours before the scheduled event will receive a 50% refund of the total order value.
• Cancellations made less than 48 hours before the event will not be eligible for a refund.

8.3 In-Store Orders

• In-store dine-in orders cannot be canceled once food preparation has begun.
• Takeout orders may be canceled and refunded if the request is made before the food has been prepared.

8.4 Third-Party Delivery Orders

• Orders placed through third-party delivery platforms (such as DoorDash, Uber Eats, or Grubhub) are subject to the cancellation and refund policies of those respective platforms. Cafe Rio encourages customers to review those policies before ordering through third-party services.

9. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Cafe Rio provides the following dispute resolution process:

9.1 Internal Escalation

You may request to have your case reviewed by a senior member of our customer service team by emailing [email protected] with the subject line "Refund Dispute – [Your Order Number]." An escalated review will be completed within 5 business days.

9.2 Mediation

If the dispute remains unresolved after internal escalation, both parties agree to attempt resolution through good-faith mediation before pursuing any legal remedies. Mediation costs will be shared equally between the parties unless otherwise agreed.

9.3 Applicable Law and Jurisdiction

This Refund Policy and any disputes arising from it shall be governed by the laws of the United States and the applicable state laws of the state in which the transaction occurred. Consumer protection rights under the Federal Trade Commission Act are fully preserved. Nothing in this policy limits your statutory rights as a consumer under federal or state law.

9.4 Chargebacks

We encourage customers to contact us directly before initiating a chargeback with their bank or credit card provider. Unauthorized or fraudulent chargebacks may result in the suspension of your account and may be disputed by Cafe Rio with supporting documentation of order fulfillment.

10. Special Circumstances and Discretionary Refunds

Cafe Rio understands that unique situations may arise that fall outside the standard parameters of this policy. In the interest of customer satisfaction, we reserve the right to issue discretionary refunds, store credits, or goodwill gestures at the sole discretion of our management team. These exceptions do not constitute a waiver of this policy and do not set a precedent for future refund requests.

Factors that may be considered in discretionary refund decisions include:

• The customer's history with Cafe Rio.
• The nature and severity of the complaint.
• Evidence provided to support the claim.
• The impact on the customer's health or safety.

11. Loyalty Points and Promotional Credits

If you earned loyalty points or used promotional credits as part of an order that is subsequently refunded:

• Loyalty points earned on the refunded amount will be deducted from your account.
• Promotional credits used in the original transaction will not be reinstated unless the refund was due to an error on Cafe Rio's part.
• If a refund is issued as store credit, the credit will be added to your Cafe Rio account within 1–2 business days and can be used on future purchases.

12. Changes to This Refund Policy

Cafe Rio reserves the right to modify or update this Refund Policy at any time. Changes will be effective immediately upon posting to our website at riocafes.rest. Continued use of our services following any changes constitutes your acceptance of the updated policy. We encourage you to review this policy periodically to stay informed of any updates.

13. Contact Information for Refund Requests

For all refund requests, questions, or concerns related to this policy, please contact us using the information below: