Refund Policy

Effective Date: May 20, 2026 | Last Updated: May 20, 2026

1. Introduction

At Cafe Rio, we are committed to delivering high-quality food and an exceptional dining experience to each and every customer. We understand that situations may arise where a refund, exchange, or cancellation is necessary, and we want to make that process as straightforward and transparent as possible.

This Refund Policy applies to all orders placed through our website at caferio-meal.click, including online orders for delivery, pickup, and catering services. This policy is governed by applicable United States federal and state consumer protection laws, including guidelines set forth by the Federal Trade Commission (FTC).

If you have any questions or concerns regarding this policy, please do not hesitate to contact us using the information provided at the end of this document.

2. Refund Eligibility

We want every customer to be satisfied with their order. A refund may be issued under the following conditions:

• Your order was incorrect — you received items that were different from what you ordered.
• Your order arrived in an unsatisfactory condition — food was spoiled, improperly prepared, or otherwise not fit for consumption.
• Your order was never delivered despite a confirmed delivery window.
• You were charged multiple times for the same order due to a technical or payment processing error.
• The order was significantly delayed beyond the estimated delivery time without prior notification, and the food was rendered unusable.
• A confirmed allergen was present in a dish despite a clearly noted special request or dietary restriction submitted at the time of ordering.

3. Timeframes for Refund Requests

To qualify for a refund, requests must be submitted within the following timeframes:

Refund requests submitted after these timeframes will not be considered, except in cases of documented billing disputes or technical errors confirmed by our payment processor.

4. Non-Refundable Items and Services

The following items and circumstances are generally not eligible for refunds:

• Orders that have been consumed in full or substantially consumed before a complaint is raised.
• Requests based solely on personal taste preferences where the order was prepared correctly as specified.
• Items marked as "final sale," "promotional," or "limited-time offer" at the time of purchase.
• Delivery fees, service charges, and tips are non-refundable unless the entire order is refunded due to a confirmed delivery failure.
• Orders where the incorrect delivery address was provided by the customer at the time of placing the order.
• Gift cards and promotional credits are non-refundable and non-transferable.
• Orders affected by circumstances beyond our control, including extreme weather events, natural disasters, or third-party delivery partner failures.
• Refund requests submitted outside the applicable timeframe listed in Section 3 above.

5. How to Request a Refund

If you believe your order qualifies for a refund based on the eligibility criteria above, please follow these steps:

1. Gather Your Order Information: Before contacting us, please have the following ready:
   • Your full name and contact information
   • Your order number (found in your confirmation email)
   • Date and time of the order
   • A description of the issue
   • Supporting photos or documentation (strongly recommended for quality-related issues)
2. Contact Our Customer Support Team: Reach out to us via email at [email protected] with the subject line: "Refund Request – [Your Order Number]". Alternatively, you may visit our website at caferio-meal.click and use the support contact form.
3. Submit Your Request: Clearly explain the reason for your refund request and attach any supporting evidence such as photographs of incorrect or damaged items.
4. Await Confirmation: Our customer support team will acknowledge your request within 1–2 business days and may follow up with additional questions if needed.
5. Receive Our Decision: Once our review is complete, we will notify you of the outcome via email. If approved, refund processing will begin immediately as outlined in Section 6.

6. Refund Processing Times by Payment Method

Once a refund is approved, the time it takes for funds to appear in your account will depend on your original payment method:

Please note that Cafe Rio does not control the processing speeds of individual banks or payment processors. Actual times may vary. If you have not received your refund within the stated timeframe, we recommend contacting your bank or payment provider directly before reaching out to us.

7. Partial Refunds

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

• Only specific items within an order were incorrect, missing, or unsatisfactory while the remainder of the order was delivered correctly.
• The food item was partially consumed before the issue was identified, making it impossible to fully verify the complaint.
• A significant portion of a catering order was satisfactorily received, but one or more components were missing or incorrect.
• The order experienced a minor delay that did not substantially affect the quality of the food.

The amount of any partial refund will be determined at the sole discretion of Cafe Rio's customer support team, based on a fair assessment of the circumstances and supporting evidence provided.

8. Exchange Policy

Due to the perishable nature of food products, we are generally unable to offer direct item exchanges. However, in cases where an incorrect item was delivered, we may, at our discretion, offer one of the following resolutions:

• Replacement delivery of the correct item (subject to availability and operational feasibility).
• Store credit equivalent to the value of the incorrect item to be used on a future order.
• A partial or full refund for the affected items as outlined in this policy.

Exchanges or replacements are not guaranteed and will depend on factors such as time of day, item availability, and geographic delivery constraints. Our team will work with you to find the most suitable resolution.

9. Cancellation Policy

We understand that plans can change. Below is our cancellation policy based on order type:

9.1 Standard Delivery and Pickup Orders

Orders may be cancelled free of charge within 5 minutes of being placed, provided that food preparation has not yet begun. After this window, cancellations may not be possible as our kitchen staff typically begins preparation immediately upon order confirmation.

If you wish to cancel an order, please contact us immediately at [email protected] or through the website at caferio-meal.click. We will make every effort to accommodate your request.

9.2 Catering Orders

Catering orders require advance preparation and coordination. The following cancellation terms apply:

All catering cancellations must be submitted in writing via email to [email protected]. Verbal cancellations will not be accepted. The date and time of your email submission will serve as the official cancellation timestamp.

10. Dispute Resolution Process

If you are dissatisfied with the outcome of your refund request, we encourage you to follow the steps below to resolve the matter:

Step 1: Internal Escalation

Contact our customer support team at [email protected] and request an escalation of your case to a senior team member or manager. Please reference your original case or ticket number in your communication. We will respond to escalated cases within 3–5 business days.

Step 2: Formal Written Complaint

If the escalation does not resolve your concern, you may submit a formal written complaint by emailing [email protected] with the subject line "Formal Complaint – [Your Order Number]". Your complaint will be reviewed and responded to within 10 business days.

Step 3: External Consumer Protection Resources

If you remain unsatisfied after our internal review process, you have the right to seek assistance from the following consumer protection bodies:

• Federal Trade Commission (FTC): www.ftc.gov — for consumer complaints and food business disputes.
• Your State Attorney General's Office — for state-level consumer protection assistance.
• Better Business Bureau (BBB): www.bbb.org — for mediation and dispute resolution services.
• If you are a California resident, you may also contact the California Department of Consumer Affairs under rights provided by the California Consumer Privacy Act (CCPA/CPRA).

Step 4: Chargeback Rights

As a consumer, you retain the right to initiate a chargeback through your bank or credit card provider if you believe you have been billed in error. However, we ask that you first attempt to resolve the matter directly with us before pursuing a chargeback, as this allows us to address your concern more quickly and effectively.

11. Fraudulent Refund Requests

Cafe Rio takes fraudulent refund requests very seriously. Any customer found to be submitting false, misleading, or manipulated refund claims — including fabricated photographs, false descriptions of events, or repeat abuse of our refund process — may have their account suspended and may be subject to legal action in accordance with applicable United States federal and state law. We reserve the right to refuse service to any individual who engages in refund fraud.

12. Policy Amendments

Cafe Rio reserves the right to update, modify, or amend this Refund Policy at any time. Any changes will be posted on our website at caferio-meal.click with an updated effective date. Continued use of our services following any modifications constitutes your acceptance of the revised policy. We encourage you to review this page periodically to stay informed.

13. Contact Information for Refund Requests

If you need to submit a refund request, have questions about this policy, or wish to speak with a member of our customer support team, please use the contact details below: