Refund Policy

At Cafe Rio, customer satisfaction is our highest priority. We stand behind the quality of every item we prepare and serve. This Refund Policy outlines the circumstances under which we offer refunds, exchanges, or credits, as well as the procedures you must follow to request them. Please read this policy carefully before placing an order or making a purchase.

This policy applies to all purchases made directly through our website at rioscafe.rest, in person at our location, via telephone, or through any authorized third-party delivery or ordering platform associated with Cafe Rio. By completing a transaction with us, you acknowledge and agree to the terms described herein.

1. Our Commitment to Quality

We take great pride in preparing fresh, high-quality food for every customer. Our team follows strict food safety and preparation standards to ensure that every order meets our established quality benchmarks. In the event that we fall short of these standards, we are committed to making it right.

If you are not satisfied with your order for a legitimate reason — such as incorrect items, poor food quality, or a missing component — we encourage you to contact us promptly so that we can resolve the issue in a fair and timely manner.

2. Eligibility Conditions for Refunds

A refund, replacement, or store credit may be issued under the following conditions:

• You received an incorrect item that does not match your confirmed order.
• Your order was missing one or more items that were paid for.
• The food delivered or served was spoiled, contaminated, or of unacceptable quality upon receipt.
• Your order was significantly delayed beyond the estimated time, causing the food to be inedible upon arrival.
• A duplicate charge or billing error was applied to your payment method.
• Your order was never received or delivered, despite confirmation of successful placement and payment.

To be eligible for a refund, you must satisfy all of the following requirements:

1. You must submit your refund request within the timeframes outlined in Section 3 below.
2. You must provide valid proof of purchase, such as a receipt, order confirmation number, or transaction record.
3. You must describe the issue clearly and, where applicable, provide photographic evidence of the problem.
4. The item(s) in question must not have been substantially consumed prior to the complaint being raised.

3. Timeframes for Refund Requests

Timely reporting is essential for us to investigate and resolve your concern properly. The following timeframes apply to all refund requests:

Requests submitted outside of these windows may not be honored. We strongly encourage customers to inspect their orders immediately upon receipt and report any issues as soon as possible.

4. Non-Refundable Items and Services

Certain purchases and circumstances are not eligible for a refund under any conditions. These include, but are not limited to:

• Orders that have been fully consumed or substantially eaten prior to a complaint being raised.
• Items where the customer simply changed their mind after the order was prepared or delivered.
• Customized orders that were prepared exactly as specified by the customer (e.g., specific ingredient requests, allergen modifications made by the customer).
• Promotional items, complimentary add-ons, or free giveaway products included in an order.
• Gift cards, digital vouchers, or prepaid credit once they have been redeemed or used.
• Orders placed through third-party delivery platforms where the issue is attributable to the delivery provider and not to Cafe Rio's preparation.
• Delays caused by circumstances outside our control, including extreme weather, traffic conditions, or force majeure events.
• Service fees, delivery fees, or platform surcharges charged by third-party services.

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

To request a refund, please follow these steps carefully:

1. Gather Your Information: Before reaching out, collect your order confirmation number, date and time of the order, method of payment, and a clear description of the issue. If you are reporting a food quality issue, take photographs before discarding any portion of the item.
2. Contact Us: Reach out to our customer support team via one of the following methods:
   • Email: [email protected]
   • Website: rioscafe.rest
3. Provide Details: In your message or call, include your full name, contact information, order number, a clear explanation of the problem, and any supporting documentation such as photos or screenshots.
4. Wait for Acknowledgment: Our team will acknowledge receipt of your request within 1–2 business days and may follow up with additional questions if needed.
5. Review and Decision: We will review all submitted information and make a determination regarding your refund eligibility. You will be notified of our decision via email or phone within 3–5 business days of your initial request.
6. Refund or Resolution Issued: If your request is approved, the appropriate refund, replacement, or credit will be processed as outlined in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes for funds to appear in your account depends on your original payment method:

Please note that while we initiate refunds promptly upon approval, the exact timing of when funds appear in your account is ultimately controlled by your bank or payment provider. Cafe Rio is not responsible for delays caused by financial institutions.

7. Partial Refunds

In certain situations, a partial refund may be issued rather than a full refund. Partial refunds apply when:

• Only a portion of an order was incorrect, missing, or unsatisfactory, and the remaining items were prepared and delivered correctly.
• A food quality issue affected only select items in a multi-item order.
• The customer partially consumed an item before discovering the issue, and the remaining portion is sufficient to evaluate the complaint.
• A promotional discount or coupon was applied to the original order, and the refund is limited to the amount actually paid.

The amount of a partial refund will be calculated based on the individual item price(s) affected, as indicated on your original order confirmation.

8. Exchange Policy

In many cases, we prefer to offer a replacement rather than a monetary refund, as this allows us to correct the issue immediately and ensure your satisfaction. Exchanges or replacements are available under the following conditions:

• You received the wrong item and we have the correct item available.
• A food quality issue is identified at the time of dine-in service (replacement will be offered on the spot).
• An item was damaged in transit during delivery and a replacement can be dispatched without unreasonable delay.

For in-store exchanges, please speak directly with our manager or staff member at the time of your visit. We will do our best to prepare a fresh replacement promptly. For delivery or online orders, please contact us via email at [email protected] to arrange an exchange or replacement order.

Exchanges are subject to the same eligibility conditions and timeframes outlined in Sections 2 and 3. We cannot guarantee availability of replacement items at all times.

9. Cancellation Policy

Because food preparation at Cafe Rio begins almost immediately after an order is received, our cancellation window is limited. Please review the following cancellation terms:

9.1 Online and Phone Orders

Cancellations must be requested within 5 minutes of placing your order. After this window, preparation will likely have begun, and we may not be able to issue a full refund. If you need to cancel, contact us immediately at [email protected] or by phone.

9.2 In-Store Orders

Once an in-store order has been submitted to the kitchen, it cannot be cancelled. Please ensure your order is correct before confirming it with our staff.

9.3 Catering and Group Orders

Catering or large group orders may be cancelled with a full refund if the cancellation is made at least 48 hours before the scheduled preparation or delivery time. Cancellations made between 24 and 48 hours in advance may be subject to a 50% cancellation fee. Cancellations made with less than 24 hours' notice are non-refundable, as ingredients and preparation resources will have already been committed.

9.4 Third-Party Platform Orders

If you placed your order through a third-party platform (such as DoorDash, Uber Eats, Grubhub, or similar), cancellation must be requested through that platform directly and is subject to their cancellation policy. Cafe Rio cannot process cancellations or refunds for orders placed through third-party services.

10. Dispute Resolution Process

We are committed to resolving all refund-related disputes fairly and efficiently. If you are not satisfied with the outcome of your refund request, you may escalate the matter using the following process:

1. Step 1 — Internal Review: Submit a written request for escalation to [email protected] with the subject line "Refund Dispute Escalation." Include your original request details, the decision you received, and the reason you are disputing it. Our management team will conduct a secondary review and respond within 5 business days.
2. Step 2 — Mediation: If the internal review does not result in a satisfactory resolution, both parties agree to attempt informal mediation before pursuing any formal legal action. Mediation may be conducted via written correspondence or a scheduled telephone call with a senior member of our team.
3. Step 3 — Consumer Protection Resources: Customers in the United States have the right to file a complaint with the Federal Trade Commission (FTC) at ftc.gov or with their state's consumer protection office. California residents may also contact the California Department of Consumer Affairs if applicable.
4. Step 4 — Chargeback: If you believe you were incorrectly charged and we have not resolved the matter, you retain the right to contact your bank or credit card provider to initiate a chargeback in accordance with applicable financial regulations. We ask that you attempt to resolve the matter with us directly before pursuing this option.

This policy and any disputes arising from it are governed by the laws of the United States and the state in which Cafe Rio operates. Any legal proceedings must be conducted in the appropriate jurisdiction.

11. Contact Information for Refund Requests

For all refund requests, questions, or concerns related to this policy, please reach out to us using the contact information below. Our customer support team is available to assist you during business hours.

12. Changes to This Refund Policy

Cafe Rio reserves the right to update, modify, or revise this Refund Policy at any time. Changes will be posted on our website at rioscafe.rest with a revised effective date. We encourage customers to review this policy periodically. Continued use of our services following any changes constitutes your acceptance of the updated policy.

If you have any questions about this Refund Policy or your rights as a customer, please do not hesitate to contact us at [email protected]. We value your business and are committed to ensuring every experience with Cafe Rio meets your expectations.