Refund Policy

Effective Date: June 3, 2026 | Last Updated: June 3, 2026

1. Introduction

At Cafe Rio, we are committed to delivering high-quality food and an exceptional customer experience with every order. We understand that issues may occasionally arise, and we want to ensure that our customers feel confident and protected when ordering through our platform at caferio-delivery.click.

This Refund Policy outlines the conditions under which refunds, partial refunds, exchanges, and cancellations are processed. Our policy is designed to be fair to all customers while complying with applicable United States federal and state consumer protection laws, including guidelines established by the Federal Trade Commission (FTC) under the FTC Act.

If you have any questions about this policy, please do not hesitate to contact us at [email protected] before placing your order.

2. Eligibility Conditions for Refunds

Cafe Rio strives to ensure every order meets our quality standards. A refund may be issued under the following circumstances:

• Incorrect Order: You received an item that is different from what you ordered (wrong item, wrong size, wrong customization).
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food received was spoiled, undercooked, overcooked, or otherwise unfit for consumption.
• Food Safety Concerns: You discovered a foreign object or contaminant in your food.
• Order Not Delivered: Your delivery order was never received and was confirmed undelivered by our system or delivery partner.
• Duplicate Charges: You were charged more than once for the same order due to a technical or payment processing error.
• Significant Delay: Your order was delayed for an unreasonable period of time beyond the estimated delivery window and the food arrived in an unacceptable condition as a result.

Refund eligibility is assessed on a case-by-case basis. Cafe Rio reserves the right to request photographic evidence or additional information to verify a refund claim before processing.

3. Timeframes for Refund Requests

To be eligible for a refund, you must contact Cafe Rio within the following timeframes after your order is marked as delivered or picked up:

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

4. Non-Refundable Items and Services

The following items and situations are generally not eligible for a refund:

• Orders that have already been consumed in full, except in cases of verified food safety concerns.
• Customization errors made by the customer at the time of ordering (e.g., selecting the wrong add-ons or failing to specify dietary requirements).
• Delivery fees and service fees, unless the entire order is refunded due to a confirmed non-delivery.
• Promotional items, complimentary items, or items purchased using discount codes or gift cards, unless the entire order qualifies for a refund.
• Orders where the customer provided an incorrect delivery address and the order was delivered to that address.
• Requests based solely on a change of mind after the order has been confirmed and prepared.
• Refund requests submitted after the applicable deadline as outlined in Section 3.
• Tips paid to delivery drivers — these are non-refundable regardless of circumstances.

5. How to Request a Refund — Step-by-Step Process

If you believe your order qualifies for a refund under this policy, please follow these steps:

1. Step 1 — Gather Your Order Information: Locate your order confirmation email or in-app order history. Note your order number, the date and time of your order, the items ordered, and the total amount charged.
2. Step 2 — Document the Issue: Take clear photographs of any food quality issues, missing items, or incorrect items. This documentation will help us process your request more quickly.
3. Step 3 — Contact Cafe Rio Customer Support: Submit your refund request by emailing us at [email protected] or through the contact form available on our website at caferio-delivery.click. Include the following in your message:
   • Your full name
   • Your order number
   • The email address used to place the order
   • A clear description of the issue
   • Attached photographs (if applicable)
4. Step 4 — Review and Confirmation: Our customer support team will review your request and may follow up to request additional information. You will receive an acknowledgment of your request within 1–2 business days.
5. Step 5 — Decision Notification: Once your refund request has been reviewed, you will receive written notification of our decision via email. If approved, we will initiate the refund to your original payment method.

6. 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 review the following estimated processing timelines:

Please note that while Cafe Rio processes refunds promptly upon approval, the actual credit to your account is subject to your financial institution's processing times, which are outside of our control. If you have not received your refund after the estimated timeframe, we recommend contacting your bank or card issuer directly. You are also welcome to reach out to us at [email protected] for assistance.

7. 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 of unsatisfactory quality.
• Your order was partially delivered (e.g., some items arrived correctly while others were missing).
• A food quality concern applies to one specific item in an otherwise satisfactory order.
• A promotional discount was applied to part of the order that does not qualify for a full refund.
• The customer partially consumed the order before identifying an issue, and the issue relates only to the unconsumed portion.

The amount of a partial refund will be calculated based on the pro-rated value of the affected items, including any applicable taxes. Non-refundable fees such as delivery fees and service charges will only be refunded in cases where the entire order is refunded due to a confirmed non-delivery or complete order failure.

8. Exchange Policy

Due to the perishable nature of food products, Cafe Rio does not offer direct exchanges in the traditional retail sense. However, if you received an incorrect item, we may offer the following remedies depending on the situation and availability:

• Re-delivery of the Correct Item: If operationally feasible, we may arrange for the correct item to be prepared and delivered at no additional cost to you. Re-delivery is subject to our current operating hours and delivery area availability.
• Cafe Rio Account Credit: In some cases, we may offer account credit equivalent to the value of the incorrect or missing item, which can be applied toward a future order.
• Full or Partial Monetary Refund: If neither re-delivery nor account credit is suitable, a monetary refund will be issued as described in this policy.

Our team will work with you to identify the most appropriate remedy for your situation. We encourage customers to contact us as soon as possible to allow us the best chance to resolve the issue promptly.

9. Cancellation Policy

We understand that plans change. Please review our cancellation policy below:

9.1 Cancellations Before Order Confirmation

If your order has not yet been confirmed and sent to the kitchen, you may be able to cancel it through the website or app for a full refund. Please act quickly, as our kitchen typically begins preparing orders within minutes of confirmation.

9.2 Cancellations After Order Confirmation

Once your order has been confirmed and preparation has begun, cancellations are generally not accepted. Because our food is made fresh to order, we are unable to cancel or refund orders that are already in preparation.

9.3 Cancellations Due to Unforeseen Circumstances

In the event that Cafe Rio is unable to fulfill your order due to circumstances on our end (e.g., ingredient unavailability, kitchen closure, technical issues), you will be notified as soon as possible and issued a full refund to your original payment method.

9.4 How to Request a Cancellation

To request a cancellation, please contact our customer support team immediately after placing your order at [email protected]. Cancellation approvals are at the sole discretion of Cafe Rio based on the current status of your order.

10. Dispute Resolution Process

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

10.1 Internal Escalation

If your initial refund request was denied or you believe the resolution was inadequate, you may request escalation to a senior member of our customer support team by emailing [email protected] with the subject line "Refund Dispute Escalation". Please include all prior correspondence and any supporting documentation. We aim to respond to escalated disputes within 3–5 business days.

10.2 Chargeback Rights

Customers have the right to initiate a chargeback with their credit card issuer or financial institution if they believe a charge was unauthorized or if a dispute cannot be resolved directly with Cafe Rio. We respect your right to pursue this option; however, we encourage customers to contact us first to allow us the opportunity to resolve the matter directly and quickly.

10.3 Consumer Protection Agencies

Under United States consumer protection law, including the FTC Act, consumers have the right to file complaints with federal and state consumer protection agencies if they believe a business has engaged in unfair or deceptive trade practices. You may contact the following:

• Federal Trade Commission (FTC): www.ftc.gov or 1-877-382-4357
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your state's Attorney General Consumer Protection Division

10.4 Informal Mediation

Prior to initiating any formal legal proceedings, both parties agree to attempt to resolve any dispute through good-faith informal negotiation. This process begins with written notice to Cafe Rio at [email protected] describing the nature of the dispute and the desired resolution. We will respond within 10 business days.

11. Our Commitment to Quality

At Cafe Rio, customer satisfaction is at the heart of everything we do. We take every refund request and complaint seriously and use customer feedback to continuously improve our products and services. Our goal is to ensure that every interaction you have with us — from placing your order to enjoying your meal — meets the highest standards of quality and service.

We appreciate your trust in Cafe Rio and thank you for giving us the opportunity to make things right whenever an issue arises. We are always here to listen and help.

12. Amendments to This Policy

Cafe Rio reserves the right to amend, update, or modify this Refund Policy at any time. Any changes will be effective immediately upon posting the updated policy on our website at caferio-delivery.click. The updated date will be reflected at the top of this page. We encourage customers to review this policy periodically. Continued use of our website and services following any changes constitutes your acceptance of the revised policy.

13. Contact Information

For all refund requests, order inquiries, and customer support matters, please contact us using the information below. Our customer support team is available to assist you and will respond as promptly as possible.