Refund Policy

Effective Date: May 17, 2026

1. Introduction

At Cafe Rio, customer satisfaction is our highest priority. We are committed to providing fresh, high-quality food and a seamless ordering experience. We understand that there are occasions when an order may not meet your expectations or circumstances may require a cancellation or refund. This Refund Policy explains the conditions under which refunds, exchanges, and cancellations are available, as well as the procedures you must follow to request them.

This policy applies to all orders placed through our website meal-caferio.click and any other affiliated online ordering channels operated by Cafe Rio. Please review this document in its entirety to understand your rights and responsibilities as a customer.

2. Eligibility Conditions for Refunds

Not all purchases are automatically eligible for a refund. To qualify for a refund, the following conditions must generally be met:

• The refund request must be submitted within the applicable timeframe described in Section 3 of this policy.
• The item(s) in question must be defective, incorrect, or significantly different from what was described at the time of ordering.
• The food item(s) must be uneaten or substantially unconsumed at the time of the complaint, unless the issue is discovered upon first consumption (e.g., a foreign object or spoiled ingredient).
• The customer must provide adequate documentation, including photographic evidence, order confirmation details, and a clear description of the issue.
• The order must have been placed and paid for directly through meal-caferio.click or an authorized Cafe Rio ordering platform.
• The issue must not be a result of customer error, such as selecting incorrect items, incorrect delivery address, or special instructions that were not clearly communicated.

Cafe Rio reserves the right to evaluate each refund request on a case-by-case basis and may request additional information before making a final determination.

3. Timeframes for Refund Requests

Timing is critical when submitting a refund request for food-related purchases. Because the nature of food products is perishable, we enforce strict timeframes for all refund submissions:

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

4. Non-Refundable Items and Services

Certain purchases and situations are not eligible for refunds under any circumstances. These include, but are not limited to:

• Fully consumed food items where the complaint is based on personal taste preferences rather than a genuine quality or safety issue.
• Promotional or discounted items purchased under a limited-time offer, unless the item was defective or incorrect.
• Gift cards and store credits — these are non-refundable and non-transferable once issued.
• Catering deposits once the catering event preparation has commenced.
• Orders modified after placement where the customer requested changes via phone or in-person that were successfully communicated and executed.
• Delivery fees and service charges are non-refundable once the order has been dispatched, except in cases where the delivery was not attempted.
• Tip amounts voluntarily added at checkout are non-refundable.
• Digital menu items or subscription meal plans once access or first delivery has been fulfilled.

5. How to Request a Refund (Step-by-Step)

To initiate a refund request, please follow the steps outlined below. Incomplete submissions may result in delays or denial of the refund.

1. Step 1 – Gather Your Information
   Collect your order confirmation number, proof of payment (receipt or bank statement), and any photographs or documentation supporting your claim. Photos should clearly show the issue (e.g., incorrect item, damaged packaging, foreign object).
2. Step 2 – Contact Cafe Rio
   Reach out to our customer support team through one of the following channels:
   • Email: [email protected]
   • Website: meal-caferio.click
   In your message, include your full name, order number, date and time of the order, the specific item(s) in question, and a detailed description of the issue.
3. Step 3 – Attach Supporting Evidence
   Upload or attach any relevant photos or documents. This evidence is critical in helping our team assess your request quickly and accurately.
4. Step 4 – Await Review Confirmation
   Our customer support team will send an acknowledgment of your request within 1 business day. We may follow up with additional questions or requests for clarification.
5. Step 5 – Receive Decision
   We will review your case and provide a final decision within 3–5 business days of receiving all required information. If approved, refunds will be processed according to the timelines described in Section 6.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive the funds will depend on the original payment method used at checkout. Please review the table below for estimated processing times:

Please note that while Cafe Rio initiates refunds promptly upon approval, actual receipt of funds may be subject to the policies and processing times of your bank or financial institution. We are not responsible for delays caused by third-party payment processors or financial institutions.

7. Partial Refunds

In certain situations, a partial refund may be issued rather than a full refund. Partial refunds may apply in the following circumstances:

• Only a portion of the order was incorrect, missing, or defective, while the rest of the order was received and consumed as expected.
• The customer partially consumed the food before identifying the issue, making a full refund impractical.
• 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 food quality issue affected only part of a combo or bundled meal.
• Delivery fees may be partially refunded if the order was partially fulfilled.

Partial refund amounts will be calculated at our discretion based on the nature and extent of the issue reported. Customers will be informed of the partial refund amount before it is processed.

8. Exchange Policy

Due to the perishable nature of food products, traditional exchanges (returning a food item for a different one) are generally not possible for hygiene and safety reasons. However, Cafe Rio offers the following exchange accommodations where feasible:

• In-Store Exchanges: If you are dining in or have picked up your order in person and immediately identify an issue (wrong item, missing ingredient, etc.), please notify a staff member right away. We will do our best to remake or replace the item at no additional cost.
• Delivery Order Corrections: For delivery orders where an incorrect item was sent, we may offer to send a replacement item in lieu of a monetary refund, subject to availability and delivery feasibility.
• Catering Orders: Exchange requests for catering orders must be submitted at least 48 hours before the scheduled event. Last-minute exchange requests are subject to availability and may incur additional charges.

All exchange requests are subject to management approval and must comply with the timeframes outlined in Section 3.

9. Cancellation Policy

We understand that plans can change. Our cancellation policy is designed to accommodate reasonable requests while accounting for the preparation time required for food orders.

9.1 Standard Orders

• Cancellation within 5 minutes of placing the order: A full refund will be issued if the order has not yet entered the preparation stage.
• Cancellation after preparation has begun: No refund will be issued, as ingredients have already been allocated and preparation time has been invested.
• Cancellation of a scheduled/future order: Orders scheduled for a future date or time may be cancelled up to 2 hours before the scheduled time for a full refund.

9.2 Catering and Large Group Orders

• Cancellation more than 72 hours before the event: Full refund of deposit and any payments made.
• Cancellation between 24–72 hours before the event: 50% refund of total order value; the deposit is non-refundable.
• Cancellation less than 24 hours before the event: No refund will be issued. The full order amount will be charged.

To cancel an order, please contact us immediately at [email protected] with your order number and reason for cancellation. Cancellations submitted via email will be timestamped according to the time they are received in our system, not the time they are sent.

10. Dispute Resolution Process

If you are dissatisfied with the outcome of your refund request or believe your case has not been handled fairly, Cafe Rio provides a structured dispute resolution process to address your concerns.

10.1 Internal Escalation

You may request an escalation of your case to a senior customer service representative or manager by clearly stating "Escalation Request" in the subject line of your email to [email protected]. Escalated cases will be reviewed within 5 business days, and a final internal decision will be communicated in writing.

10.2 Chargeback Rights

As a consumer in the United States, you have the right to initiate a chargeback through your bank or credit card issuer if you believe you have been charged erroneously. We encourage customers to attempt to resolve issues directly with Cafe Rio before pursuing a chargeback, as our team is committed to finding fair resolutions. However, we fully respect your right to exercise this option as protected under federal banking regulations.

10.3 FTC Complaint

If you believe your consumer rights have been violated, you may file a complaint with the Federal Trade Commission (FTC) at ftc.gov. The FTC Act protects consumers from unfair or deceptive business practices, and we take compliance with these standards very seriously.

10.4 California Residents

If you are a California resident, you may have additional rights under the California Consumer Privacy Act (CCPA/CPRA) and other California state consumer protection laws. These rights include the ability to file complaints with the California Department of Consumer Affairs or the California Attorney General's office.

10.5 Informal Negotiation

Before initiating any formal legal proceedings, both parties agree to attempt in good faith to resolve any dispute through direct negotiation. Customers are encouraged to contact us in writing with a detailed explanation of the dispute. We will respond within 10 business days with a proposed resolution.

11. Fraudulent Refund Requests

We use order tracking, photographic review, and customer history analysis to detect patterns of misuse. Our commitment to a fair refund policy depends on the honest participation of all customers.

12. Policy Amendments

Cafe Rio reserves the right to modify, update, or revise this Refund Policy at any time without prior notice. Any changes will be effective immediately upon posting to our website at meal-caferio.click. The "Effective Date" at the top of this page will be updated to reflect the most recent revision. We encourage customers to review this policy periodically to stay informed of any updates. Continued use of our services after a policy update constitutes acceptance of the revised terms.

13. Contact Information

For all refund inquiries, cancellations, disputes, or questions related to this policy, please reach out to our customer support team using the contact details below. We are dedicated to resolving your concerns promptly and professionally.

This Refund Policy was last updated on May 17, 2026, and applies to all transactions made through meal-caferio.click and affiliated Cafe Rio ordering platforms. This policy is intended to comply with all applicable United States federal and state consumer protection regulations, including but not limited to the Federal Trade Commission Act and applicable state law.