Refund Policy

Effective Date: May 27, 2026 | Last Updated: May 27, 2026

1. Introduction

Welcome to Cafe Rio. This Refund Policy applies to all food orders, catering services, gift cards, and any other products or services purchased through our website foodcaferio.digital or directly at our locations. By placing an order with us, you agree to the terms outlined in this policy.

We are committed to providing high-quality food and exceptional service. In the event that your experience does not meet your expectations, we encourage you to contact us promptly so we can resolve the matter fairly and efficiently.

This policy is governed by applicable United States federal law, including regulations enforced by the Federal Trade Commission (FTC) under the FTC Act, as well as relevant state consumer protection laws.

2. Eligibility Conditions for Refunds

A refund may be issued under the following circumstances:

• Incorrect Order: You received items that do not match what you ordered.
• 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, contaminated, or otherwise unfit for consumption.
• Allergen Concerns: An item contained an allergen that was not disclosed on the menu or in your order confirmation, and you reported the issue immediately upon receipt.
• Duplicate Charges: You were charged more than once for the same order due to a payment processing error.
• Order Not Delivered: Your delivery order was confirmed but never arrived within the expected delivery window, and no satisfactory resolution was offered by the delivery service.
• Technical Errors: A system error on our website caused an unintended or erroneous charge to your account.

Refunds are evaluated on a case-by-case basis. We reserve the right to request supporting documentation, such as photographs of the received items, order confirmation numbers, or other evidence to verify the claim before processing a refund.

3. Timeframes for Refund Requests

To be eligible for a refund, you must report the issue within the following timeframes:

Requests submitted outside these timeframes may be denied at our discretion. However, we encourage you to contact us regardless of timing — we will do our best to find a fair resolution.

4. Non-Refundable Items and Services

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

• Food items that have been fully consumed or substantially eaten before a complaint is raised.
• Orders where the customer provided incorrect delivery address information.
• Changes of mind after an order has been prepared or dispatched.
• Customized or special-request menu items that were prepared as specified.
• Gift cards after redemption or partial use (unless required by applicable state law).
• Promotional discounts, coupons, or complimentary items.
• Delivery fees charged by third-party delivery partners (these are subject to the respective delivery platform's refund policies).
• Catering deposits when cancellation occurs less than 48 hours before the scheduled event.
• Service fees or convenience charges applied at checkout.

5. How to Request a Refund

To submit a refund request, please follow these steps:

1. Gather Your Information: Before contacting us, have the following ready:
   • Your order confirmation number or receipt
   • The date and time of the order
   • A description of the issue
   • Photographs of the item(s) in question (if applicable)
   • Your preferred refund method
2. Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: foodcaferio.digital
3. Provide Details: In your message, clearly explain the nature of your complaint. Include all supporting documentation and photographs where applicable.
4. Await Confirmation: Our team will acknowledge your request within 1 to 2 business days and may ask for additional information to complete our review.
5. Review and Decision: After reviewing your case, we will notify you of our decision via email within 5 business days of receiving your complete request. If approved, we will initiate the refund process as described below.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your funds will depend on your original payment method:

Please note that while we process refunds promptly on our end, the actual time for funds to appear in your account may vary depending on your bank, card issuer, or payment provider. Cafe Rio is not responsible for delays caused by third-party financial institutions.

7. Partial Refunds

In certain situations, only a partial refund may be granted. These conditions include but are not limited to:

• Only a portion of the items in the order were incorrect, missing, or unsatisfactory.
• The customer partially consumed a meal before discovering the issue and the remaining portion is still available for inspection.
• A catering event was partially executed before cancellation or interruption.
• A discount, coupon, or promotional offer was applied to the original order, reducing the refundable amount proportionally.
• An order was partially delivered, and only the undelivered portion qualifies for a refund.

The amount of a partial refund will be calculated based on the actual value of the affected items, minus any applicable service fees or non-refundable components. We will clearly communicate the breakdown of any partial refund before processing.

8. Exchange Policy

In some cases, rather than issuing a monetary refund, we may offer to replace or exchange an item. Our exchange policy is as follows:

• Incorrect Items: If you received the wrong menu item, we will prepare and send the correct item at no additional cost, subject to availability and operational hours.
• Quality Issues: If a food item does not meet our quality standards, we may offer a replacement of the same item or a comparable substitute.
• In-Store Exchanges: Exchanges for in-store orders must be requested at the time of purchase or immediately upon discovering the issue before leaving the premises.
• Online Order Exchanges: Exchanges for online orders must be requested within the timeframes outlined in Section 3 above.

Please note that exchanges are subject to ingredient and menu item availability. If an exact replacement is not available, we will work with you to find a satisfactory alternative or process a refund instead.

9. Cancellation Policy

9.1 Standard Online Orders

For regular online food orders placed through foodcaferio.digital:

• Cancellations requested within 5 minutes of placing the order may be honored if the kitchen has not yet begun preparation.
• Once an order has entered the preparation stage, it cannot be cancelled and no refund will be issued unless the order qualifies under Section 2 of this policy.
• To request an order cancellation, contact us immediately via email at [email protected].

9.2 Catering and Large Group Orders

For catering orders and large group bookings:

• More than 72 hours before the event: Full refund of all amounts paid, including any deposits.
• 48 to 72 hours before the event: Refund of 50% of the total order value; deposits are non-refundable.
• Less than 48 hours before the event: No refund will be issued. Store credit may be offered at our discretion.
• Day of the event: No refund or store credit will be provided.

9.3 Subscription or Meal Plan Cancellations

If Cafe Rio offers subscription meal plans or recurring order services:

• Subscriptions may be cancelled at any time through your account settings on our website or by contacting us directly.
• Cancellations made before the next billing cycle will not be charged for the upcoming period.
• Cancellations made after the billing date will take effect at the end of the current paid period — no mid-cycle refunds will be issued unless required by applicable law.

10. Dispute Resolution Process

We are committed to resolving all refund-related concerns quickly and fairly. If you are not satisfied with our initial response, the following escalation process applies:

1. Step 1 – Internal Review: Contact our customer service team at [email protected] and request a secondary review of your case. Please include your original case reference number and any additional information you wish us to consider.
2. Step 2 – Management Escalation: If your concern remains unresolved after the initial review, you may request escalation to a senior manager. We will endeavor to provide a final response within 7 business days.
3. Step 3 – Chargeback or Payment Dispute: If you are unable to reach a satisfactory resolution through our internal process, you retain the right to initiate a chargeback with your bank or credit card issuer in accordance with their policies. We comply fully with all chargeback procedures and will respond promptly to any such disputes.
4. Step 4 – Consumer Protection Agencies: You may also file a complaint with consumer protection authorities, including:
   • The Federal Trade Commission (FTC) at www.ftc.gov
   • Your state's Attorney General office
   • The Better Business Bureau (BBB) at www.bbb.org

11. Third-Party Delivery Platform Orders

If your order was placed through a third-party delivery platform (such as DoorDash, Uber Eats, Grubhub, or similar services), please be aware that:

• The refund and dispute process may be governed by the respective platform's own policies.
• You should contact the delivery platform's customer support as your first point of contact for delivery-related issues.
• Cafe Rio is not responsible for refunds related to delivery delays or errors caused solely by third-party delivery services.
• For food quality issues on third-party orders, we encourage you to contact us directly as well, so we can investigate and improve our service.

12. Fraud Prevention

Cafe Rio takes fraudulent refund claims seriously. We reserve the right to deny refund requests that we reasonably believe are fraudulent, abusive, or made in bad faith. Customers who repeatedly submit false or exaggerated claims may have their accounts suspended or permanently banned from our services. We cooperate fully with law enforcement and payment processors in cases of suspected fraud.

13. Changes to This Policy

We reserve the right to update or modify this Refund Policy at any time. Changes will be posted on our website at foodcaferio.digital with an updated effective date. Your continued use of our services after any changes constitutes your acceptance of the revised policy. We encourage you to review this page periodically to stay informed of any updates.

14. Contact Information

If you have any questions, concerns, or refund requests, please do not hesitate to reach out to our customer support team:

This Refund Policy was last updated on May 27, 2026. All rights reserved by Cafe Rio.