Refund Policy

At Cafe Rio, we are committed to delivering high-quality food and an exceptional dining experience to every customer. We understand that situations may arise where a refund or exchange is necessary, and we want to make that process as straightforward and transparent as possible. Please read this Refund Policy carefully to understand your rights and our obligations.

This policy applies to all orders placed through our website (cafes-rios.top), in-store purchases, phone orders, and any third-party delivery platforms affiliated with Cafe Rio. By placing an order with us, you agree to the terms outlined in this Refund Policy.

1. Eligibility Conditions for Refunds

We want every customer to be satisfied with their experience at Cafe Rio. Refunds may be granted under the following circumstances:

• Incorrect Order: You received an item that is different from 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, or otherwise did not meet reasonable quality standards.
• Allergen Concerns: Your order contained an ingredient that you specifically requested be excluded due to an allergy or dietary restriction, and this was clearly noted at the time of ordering.
• Duplicate Charges: You were charged more than once for the same order due to a technical or processing error.
• Order Not Delivered: Your delivery order was confirmed but never arrived, and this was not due to an incorrect address provided by the customer.

To be eligible for a refund, you must notify us within the applicable timeframe described in Section 2 and provide adequate evidence of the issue (e.g., photos of the incorrect or unsatisfactory food, screenshots of duplicate charges, or delivery confirmation records).

2. Timeframes for Refund Requests

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

Requests submitted outside these timeframes may not be eligible for a refund. We encourage customers to check their orders promptly upon receipt to ensure everything is correct and meets their expectations.

3. Non-Refundable Items and Services

While we strive to resolve all legitimate complaints, the following are generally not eligible for refunds:

• Change of Mind: Refunds will not be issued simply because you changed your mind about an item after it has been prepared or delivered.
• Customization Errors by the Customer: If an incorrect order resulted from a customization error made by the customer during ordering, a refund may not be issued, though we may offer a goodwill credit at our discretion.
• Consumed Food: Refunds will not be granted for food that has been substantially consumed, unless a verifiable quality or safety issue is reported.
• Promotional and Discounted Items: Items purchased using promotional discounts, coupons, or special offers may not be eligible for a cash refund. Store credit may be offered instead.
• Gift Cards and Loyalty Points: Gift card purchases and redeemed loyalty points are non-refundable and non-transferable.
• Delivery Fees: Delivery fees are non-refundable unless the order was not delivered due to an error on our part.
• Third-Party Platform Orders: Orders placed through third-party delivery applications (such as DoorDash, Uber Eats, or Grubhub) are subject to the refund policies of those respective platforms.

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

If you believe you are eligible for a refund, please follow these steps to submit your request:

1. Gather Your Information: Before contacting us, please have the following ready:
   • Your order number or receipt
   • Date and time of purchase or delivery
   • A description of the issue
   • Photographs or screenshots supporting your claim (if applicable)
2. Contact Us: Reach out to our customer service team via one of the following methods:
   • Email: [email protected]
   • Website: cafes-rios.top
3. Submit Your Request: Clearly state your issue, provide your order details, and attach any supporting documentation or images. The more information you provide, the faster we can process your request.
4. Receive Confirmation: We will send you an acknowledgment of your refund request within 1–2 business days of receipt.
5. Review and Resolution: Our team will review your claim and may follow up with additional questions. We aim to provide a decision within 3–5 business days.
6. Refund Issued: If your request is approved, your refund will be processed according to the payment method used, as described in Section 5.

5. Refund Processing Times by Payment Method

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

Please note that while we process refunds promptly on our end, your financial institution may require additional time to post the credit to your account. We are not responsible for delays caused by third-party financial institutions or payment processors.

6. Partial Refunds

In some situations, a partial refund may be more appropriate than a full refund. Partial refunds may be issued under the following conditions:

• Only a portion of your order was incorrect, missing, or unsatisfactory, while the remainder was delivered correctly and met quality standards.
• The issue reported affected one item in a multi-item order, and the customer still received and accepted the remaining items.
• 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 items.
• The customer is found to be partially responsible for the issue (e.g., unclear customization instructions).

Cafe Rio reserves the right to determine the appropriate refund amount on a case-by-case basis, taking into account all relevant circumstances and evidence provided by the customer.

7. Exchange Policy

In certain situations, we may offer to replace or exchange an item rather than issue a monetary refund. Exchanges are available under the following conditions:

• In-Store Exchanges: If you received an incorrect item during an in-store visit, we will gladly prepare and provide the correct item at no additional charge, provided you notify us before leaving the premises or within 30 minutes of pickup.
• Delivery Exchanges: For delivery orders, we may offer a replacement item to be included in a subsequent order free of charge if the original error was on our part.
• Food Safety Exchanges: If a food safety or quality concern is reported and verified, we will prioritize providing you with a fresh replacement at no cost.

Exchanges are subject to product availability. If the requested item is unavailable, a store credit or refund will be offered instead. We do not exchange items simply because a customer changed their preference after ordering.

8. Cancellation Policy

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

8.1 Online and Phone Orders

• Orders may be cancelled for a full refund if the cancellation request is made within 5 minutes of placing the order, provided the order has not yet entered preparation.
• If preparation has already begun, cancellations may not be accepted, or only a partial refund may be issued at our discretion.

8.2 Catering and Large Group Orders

• Catering orders must be cancelled at least 48 hours before the scheduled delivery or pickup time to receive a full refund.
• Cancellations made between 24 and 48 hours before the scheduled time may result in a 50% cancellation fee.
• Cancellations made less than 24 hours before the scheduled time are not eligible for a refund, as food preparation will already be underway.

8.3 In-Store Orders

In-store orders are generally not cancellable once they have been submitted to the kitchen. If you need to modify your order, please speak with a team member as soon as possible.

9. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Cafe Rio offers a formal dispute resolution process in accordance with applicable United States consumer protection laws, including those enforced by the Federal Trade Commission (FTC) under the FTC Act.

Step 1: Internal Escalation

If your initial refund request was denied or you believe the resolution was inadequate, you may request an escalation review by emailing [email protected] with the subject line "Refund Dispute Escalation." Please include your original case reference number and a clear explanation of why you believe the decision should be reconsidered.

Step 2: Management Review

A senior member of our customer experience team will review escalated disputes within 5–7 business days. You will receive a written response outlining the final decision and the reasoning behind it.

Step 3: External Dispute Resolution

If you remain dissatisfied after exhausting our internal dispute resolution process, you may pursue the following external remedies:

• Credit Card Chargebacks: You may contact your credit card issuer to initiate a chargeback dispute in accordance with your card's terms and conditions.
• Consumer Protection Agencies: You may file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or your state's Attorney General office.
• Better Business Bureau (BBB): Complaints may be submitted to the BBB for mediation services.
• Small Claims Court: For disputes involving amounts within the jurisdictional limits, you may seek resolution through your local small claims court.

10. Consumer Rights Under U.S. Law

As a consumer in the United States, you have certain rights that we respect and uphold. Under the FTC Act, businesses are prohibited from engaging in unfair or deceptive acts or practices. We are committed to fair dealing and transparent communication in all refund-related matters.

If you are located in California, you may also have additional rights under the California Consumer Privacy Act (CCPA/CPRA) regarding the personal information collected during the refund request process. For more information, please refer to our Privacy Policy available on our website.

11. Policy Updates

Cafe Rio reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on our website at cafes-rios.top with the updated effective date. We encourage customers to review this policy periodically to stay informed of any changes. Continued use of our services after the posting of changes constitutes your acceptance of the updated policy.

12. Contact Information for Refund Requests

For all refund-related inquiries, exchanges, cancellations, or disputes, please do not hesitate to contact our customer service team. We are here to help and are committed to resolving your concerns promptly and fairly.

When contacting us, please include your order number, the date of purchase, and a detailed description of the issue. Attaching photographs or relevant documentation will help us resolve your case more efficiently.