Refund Policy

Effective Date: June 24, 2026 | Last Updated: June 24, 2026

1. Introduction

At Cafe Rio, we are committed to delivering a satisfying dining and ordering experience to every customer. We take great pride in the quality of our food, the freshness of our ingredients, and the reliability of our service. However, we understand that there may be occasions where an order does not meet your expectations or an issue arises that requires resolution.

This Refund Policy outlines the conditions under which refunds, partial refunds, exchanges, and cancellations may be granted for orders placed through our website at mealcaferio.rest. This policy complies with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act and relevant state regulations.

If you have any questions or concerns about this policy, please do not hesitate to contact us directly before placing your order so we can address them in advance.

2. Eligibility Conditions for Refunds

Cafe Rio will consider refund requests under the following circumstances. A refund may be issued if:

• The order received was significantly different from what was described on the menu or confirmed at checkout.
• The food item delivered was incorrect (wrong item, wrong size, or wrong customization).
• The food was found to be spoiled, contaminated, or of an unacceptable quality upon delivery or pickup.
• The order was never delivered and no reasonable explanation or redelivery was provided.
• A duplicate charge was applied to your payment method for the same order.
• A technical error on our website or payment platform resulted in an incorrect charge.
• A confirmed allergy was not honored despite being clearly communicated at the time of ordering, and this resulted in a health concern.

Refund requests that do not fall within the above categories will be reviewed on a case-by-case basis at the discretion of Cafe Rio's management team. We reserve the right to deny any refund request that does not meet the eligibility criteria outlined in this policy.

To be eligible for a refund, customers must:

• Provide proof of purchase (order confirmation number or receipt).
• Submit the refund request within the applicable timeframe stated in Section 3.
• Provide a clear explanation and, where applicable, photographic evidence of the issue.

3. Timeframes for Refund Requests

Refund requests must be submitted within the following timeframes to be considered valid:

Requests submitted after the applicable window has passed will not be eligible for a refund. We strongly encourage customers to inspect their orders promptly upon receipt and contact us immediately if any issues are identified.

4. Non-Refundable Items and Services

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

• Consumed food items: Orders that have been substantially consumed are not eligible for a refund based solely on personal taste preferences.
• Change of mind: We do not offer refunds because a customer has changed their mind after the order has been prepared or is in transit.
• Customized orders: Specially prepared, customized, or personalized orders that were made to exact specifications cannot be refunded unless there is a clear error on our part.
• Promotional or discounted items: Items purchased using promotional codes, discounts, or as part of a special deal may not be eligible for a full refund unless a qualifying issue exists.
• Delivery fees: Delivery and service fees are generally non-refundable unless the non-delivery of the entire order is confirmed.
• Gift cards and vouchers: Purchased gift cards, vouchers, or credits are non-refundable and cannot be exchanged for cash.
• Orders affected by customer error: If an incorrect delivery address or incorrect order details were provided by the customer, Cafe Rio is not responsible for issuing a refund.

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

If you believe you are entitled to a refund, please follow the steps below to initiate your request:

6. Refund Processing Times by Payment Method

Once a refund is approved, the time required for the funds to appear in your account will vary depending 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 is dependent on your financial institution. Cafe Rio is not responsible for delays caused by banks, card processors, or third-party payment providers.

7. Partial Refunds

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

• Only one or a few items within a larger order were affected by a qualifying issue.
• A portion of the order was consumed before the issue was identified, but a genuine problem existed.
• A minor discrepancy occurred that did not significantly impact the overall order quality or experience.
• A promotional discount or coupon was applied to the original order; the refund will reflect the actual amount paid for the affected item(s).
• Items were delivered late, but were still received and are otherwise acceptable in quality.

The amount of a partial refund will be determined on a case-by-case basis by our customer service team. We will always communicate the proposed partial refund amount before processing it and invite the customer to respond if they disagree.

8. Exchange Policy

Due to the perishable nature of food products, Cafe Rio does not offer traditional item-for-item exchanges in the same way a retail store might. However, we may offer the following alternatives depending on the nature of the issue:

• Order replacement: If an incorrect item was delivered and the issue is reported within 2 hours, we may offer to prepare and deliver the correct item at no additional charge, subject to availability and operational feasibility.
• Store credit: In lieu of a monetary refund, customers may be offered store credit equivalent to the value of the affected item(s), which can be applied to a future order.
• Complimentary item on next visit: For minor issues, we may offer a complimentary item or discount on a subsequent order as a goodwill gesture.

Exchanges and replacements are offered at Cafe Rio's sole discretion and are subject to item availability, kitchen hours, and delivery zone restrictions.

9. Cancellation Policy

We understand that plans can change. Please review our cancellation policy carefully:

9.1 Online Orders

• Before order confirmation: Orders may be cancelled at any time before they are confirmed by our system without penalty.
• Within 5 minutes of confirmation: If you contact us within 5 minutes of receiving your order confirmation, we will attempt to cancel the order and issue a full refund, subject to kitchen status.
• After 5 minutes of confirmation: Once an order has entered preparation, it generally cannot be cancelled. If cancellation is possible, an administrative fee may apply.
• After the order is prepared or dispatched: Orders cannot be cancelled once they have been prepared and dispatched for delivery. No refund will be issued in this case unless a qualifying issue arises upon delivery.

9.2 Catering or Pre-Order Cancellations

• Cancellations made more than 48 hours before the scheduled order time will receive a full refund.
• Cancellations made between 24 and 48 hours before the scheduled time will receive a 50% refund.
• Cancellations made less than 24 hours before the scheduled time are non-refundable.

To cancel an order, please contact us immediately at [email protected] and reference your order number.

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

If you believe your initial refund request was not handled fairly, you may request an escalation to a senior member of our management team. To do so, reply to the original refund communication and include "ESCALATION REQUEST" in the subject line. Our management team will review the case independently and respond within 5 business days.

10.2 Good Faith Mediation

We are committed to resolving all disputes amicably. If an internal resolution cannot be reached, both parties agree to first attempt good faith mediation before pursuing any formal legal action. Mediation may be conducted remotely via email correspondence or a scheduled call.

10.3 Chargeback Notice

We strongly encourage customers to contact us directly before initiating a chargeback with their bank or card issuer. Initiating a chargeback without first attempting to resolve the issue with us may result in the suspension of your account and may complicate the resolution process. We are committed to working with you to find a fair solution.

10.4 Governing Law

This Refund Policy is governed by the laws of the United States and applicable state laws. Consumer rights protected under the Federal Trade Commission Act and relevant state consumer protection statutes remain fully intact and are not limited by this policy.

11. Consumer Rights

Nothing in this Refund Policy is intended to limit or override any rights you may have under applicable federal or state consumer protection laws in the United States. If you are a California resident, you may have additional rights under the California Consumer Privacy Act (CCPA/CPRA). Please refer to our Privacy Policy at mealcaferio.rest for further details regarding your data rights.

We are committed to treating every customer fairly and in accordance with all applicable laws. If you believe your consumer rights have been violated, you may also contact the Federal Trade Commission (FTC) at ftc.gov or your state's Attorney General office.

12. Changes to This Policy

Cafe Rio reserves the right to update or modify this Refund Policy at any time. Changes will be posted on this page with an updated effective date. Continued use of our website or services after any changes have been made constitutes your acceptance of the revised policy. We encourage you to review this page periodically to stay informed about our refund practices.

13. Contact Information for Refund Requests

If you have any questions about this Refund Policy or wish to submit a refund request, please contact us using the details below. Our customer service team is ready to assist you and will respond as promptly as possible.