Refund Policy

At Cafe Rio, we are committed to delivering an exceptional dining and ordering experience. We understand that situations arise where a refund or exchange may be necessary. This Refund Policy outlines our procedures, eligibility conditions, and timeframes so that you can make informed decisions when placing orders with us through our website foodcaferio.rest. Please read this policy carefully before placing an order.

1. Overview

Cafe Rio operates as a food service business in the United States. Our refund policy is designed to be fair, transparent, and compliant with applicable federal and state consumer protection laws, including the Federal Trade Commission (FTC) Act and relevant state regulations governing food and retail commerce. By placing an order through our website foodcaferio.rest or by any other means facilitated by Cafe Rio, you agree to the terms outlined in this Refund Policy.

We take every complaint and refund request seriously. Our goal is to resolve all issues promptly and in a manner that is satisfactory to our customers while maintaining the integrity of our business operations.

2. Eligibility Conditions for Refunds

Refunds at Cafe Rio are considered on a case-by-case basis. To be eligible for a refund, the following general conditions must be met:

• The refund request must be submitted within the applicable timeframe as described in Section 3 of this policy.
• The issue must relate to an order placed directly through foodcaferio.rest or another official Cafe Rio ordering channel.
• You must provide valid proof of purchase, including your order number, transaction confirmation, or receipt.
• The complaint must relate to one or more of the following qualifying issues:
  • Food received was incorrect (wrong items delivered or prepared).
  • Food was missing from the order entirely or partially.
  • Food received was of unacceptable quality, was spoiled, contaminated, or posed a health concern.
  • The order was not delivered within the estimated delivery window and was significantly delayed without prior notification.
  • A duplicate charge was applied to your payment method.
  • Technical errors during the online ordering process resulted in an unintended or double order.

3. Timeframes for Refund Requests

Timely reporting is essential for us to investigate and resolve refund requests effectively. The following timeframes apply:

Requests submitted outside of these timeframes may not be eligible for a refund. However, Cafe Rio reserves the right to review exceptional circumstances on a case-by-case basis at our sole discretion.

4. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds under this policy. These include, but are not limited to:

• Consumed food items: If a food item has been substantially consumed, it is not eligible for a refund unless a verifiable quality issue is reported promptly.
• Correctly fulfilled orders: Orders that match the specifications submitted by the customer at the time of checkout are not eligible for a refund based on dissatisfaction with the chosen menu item.
• Customization errors made by the customer: If incorrect customization options were selected by the customer during the ordering process, Cafe Rio is not responsible for the resulting order.
• Promotional or discounted items: Items purchased as part of a limited-time promotion or discounted offer may not be eligible for a full refund; a partial refund or store credit may be offered at our discretion.
• Gift cards and vouchers: Purchased gift cards and vouchers are non-refundable and non-exchangeable for cash.
• Delivery fees: Delivery and service fees are generally non-refundable unless the order was not delivered due to an error on our part.
• Change-of-mind cancellations: Cancellations requested after food preparation has commenced will not be eligible for a full refund.

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

To request a refund from Cafe Rio, please follow the steps outlined below to ensure your case is handled as efficiently as possible:

1. Step 1 — Contact Us Promptly: Reach out to our customer support team within the applicable timeframe (see Section 3). You can contact us via:
   • Email: [email protected]
   • Website: foodcaferio.rest
2. Step 2 — Provide Your Order Details: Include the following information in your refund request:
   • Full name used when placing the order
   • Order number or confirmation number
   • Date and time of the order
   • Description of the issue
   • Photographs or supporting evidence (if applicable, especially for food quality issues)
3. Step 3 — Await Acknowledgment: Our team will acknowledge receipt of your request within 1–2 business days. You will receive a confirmation email or message with a reference number for your case.
4. Step 4 — Investigation: Our customer service team will investigate your claim, which may involve reviewing order records, delivery data, and any photographic evidence you have provided. This process typically takes 2–5 business days.
5. Step 5 — Resolution: Once our investigation is complete, we will notify you of our decision via email. If your refund is approved, we will process it according to the timeframes in Section 6. If your request is denied, we will provide a clear explanation and information on how to escalate the matter if you disagree.

6. Refund Processing Times by Payment Method

Once a refund has been approved by Cafe Rio, the time it takes to receive your funds depends on your original payment method. The following processing times apply:

7. Partial Refunds

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

• Only a portion of the order was incorrect, missing, or of substandard quality.
• The food was delivered late but was still received and of acceptable quality.
• The customer has consumed a portion of the order but reported a quality issue with the remaining portion.
• A promotional discount or coupon was applied to the original order, in which case the refund will reflect the actual amount paid for the affected item(s).
• The customer requests a cancellation after preparation has already begun.

The amount of any partial refund will be determined by Cafe Rio based on the nature and extent of the issue reported. We will always aim to offer a fair and reasonable resolution.

8. Exchange Policy

Due to the perishable nature of food products, we are generally unable to facilitate traditional item exchanges. However, in cases where an incorrect item was prepared or delivered, Cafe Rio may offer the following remedies as an alternative to a monetary refund:

• Replacement of the incorrect item: We may offer to re-prepare and deliver the correct item at no additional cost, subject to availability and your location. This option is available within our regular operating hours and within a reasonable time of the original order.
• Store credit: In lieu of a monetary refund, we may offer store credit equivalent to the value of the affected item(s), which can be applied to a future order placed through foodcaferio.rest.

Customers who prefer a monetary refund over a replacement or store credit should indicate this preference when submitting their refund request. Cafe Rio will do its best to accommodate your preferred resolution.

9. Cancellation Policy

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

9.1 Online Orders

If you need to cancel an order placed through foodcaferio.rest, please contact us within 10 minutes of placing your order. Cancellations requested within this window, before food preparation has begun, will be eligible for a full refund.

Once food preparation has commenced, cancellations are subject to the following:

• A partial refund may be issued at Cafe Rio's discretion, reflecting the value of items not yet prepared.
• No refund will be issued for orders that have already been fully prepared and/or dispatched for delivery.

9.2 Catering and Large Orders

For catering orders or large group orders, the following cancellation terms apply:

Catering cancellations must be submitted in writing to [email protected]. Verbal cancellations will not be accepted.

10. Dispute Resolution Process

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

10.1 Internal Escalation

You may request that your case be escalated to a senior member of our customer service team. To do so, reply to the resolution email you received and clearly state that you wish to escalate your dispute. A senior representative will review your case and respond within 5 business days.

10.2 Mediation

If the internal escalation process does not result in a satisfactory resolution, both parties may agree to engage in good-faith mediation through a mutually agreed-upon third-party mediator. The costs of mediation shall be shared equally between Cafe Rio and the customer unless otherwise agreed.

10.3 Consumer Protection Resources

As a customer in the United States, you also have the right to file a complaint with the following authorities if you believe your consumer rights have been violated:

• Federal Trade Commission (FTC): www.ftc.gov — for unfair or deceptive trade practices.
• Your State Attorney General's Office: For state-level consumer protection complaints.
• Better Business Bureau (BBB): www.bbb.org — for business dispute resolution.

10.4 Chargebacks

Customers who initiate a chargeback through their bank or credit card provider without first contacting Cafe Rio to attempt resolution may be flagged in our system and may lose access to future services. We encourage all customers to contact us directly before pursuing a chargeback, as we are committed to resolving issues fairly and promptly.

11. Fraud Prevention

Cafe Rio takes fraudulent refund claims very seriously. Any customer found to be submitting false, misleading, or fraudulent refund requests may have their account suspended and may be subject to further legal action as permitted by applicable federal and state laws, including the FTC Act. We reserve the right to investigate all refund claims thoroughly and to deny claims that we reasonably believe to be fraudulent or made in bad faith.

12. Changes to This Refund Policy

Cafe Rio reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on our website at foodcaferio.rest with the updated effective date. We encourage you to review this policy periodically to stay informed of any changes. Your continued use of our services after any changes have been made constitutes your acceptance of the revised policy.

13. Contact Information

For all refund requests, questions, or concerns related to this policy, please contact Cafe Rio using the following details:

Our customer support team is available to assist you during regular business hours. We aim to respond to all inquiries within 1–2 business days. For urgent matters, please clearly mark your email subject line with "URGENT – Refund Request" to ensure prompt attention.