Refund Policy

Effective Date: April 30, 2026 | Last Updated: April 30, 2026

1. Introduction

Cafe Rio ("we," "us," "our," or "the Company") values every customer and strives to deliver high-quality food and an exceptional dining experience. We understand that issues may occasionally arise with your order, and we want to make the resolution process as smooth and transparent as possible. This Refund Policy applies to all purchases made through our website caferiomexican.top, over the phone, or at our physical location(s) in the United States.

This policy has been established in compliance with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act, and any relevant state regulations governing food service businesses. By placing an order with Cafe Rio, you agree to the terms outlined in this policy.

2. Eligibility Conditions for Refunds

We want every customer to be completely satisfied with their order. Refunds may be issued 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 you received was spoiled, undercooked, overcooked, or otherwise not prepared to a safe or acceptable standard.
• Allergic Reactions or Undisclosed Ingredients: You experienced an issue related to an ingredient that was not disclosed or that was included contrary to your specific customization request.
• Failed or Duplicate Payments: You were charged more than once for the same order, or your payment was processed but the order was never fulfilled.
• Order Not Delivered: A delivery order was confirmed and paid for but never arrived at the designated delivery address.

Refunds will not be issued for matters that fall outside of these categories unless determined at the sole discretion of Cafe Rio management on a case-by-case basis.

3. Timeframes for Refund Requests

Timely reporting is essential in the food service industry due to the perishable nature of our products. Please adhere to the following timeframes when submitting a refund request:

Refund requests submitted after these deadlines may not be honored. Cafe Rio reserves the right to request supporting documentation (e.g., photos of the food, screenshots of payment records) to verify claims.

4. Non-Refundable Items and Services

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

• Food items that have been consumed in full or in part, except in the case of a valid quality or safety complaint.
• Custom-made or highly personalized food orders where the preparation instructions were followed correctly.
• Orders where the customer provided an incorrect delivery address or was unavailable to receive the delivery.
• Catering deposits once food preparation has commenced.
• Gift cards, promotional credits, or loyalty points that were redeemed as part of a transaction.
• Delivery fees charged by third-party delivery platforms (where applicable).
• Dissatisfaction based on personal taste preferences, provided the order was prepared accurately as requested.
• Requests submitted outside of the designated timeframes listed in Section 3.

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

To request a refund, please follow the steps below:

1. Contact Us Promptly: Reach out to our customer service team as soon as possible within the applicable timeframe. You may contact us via email at [email protected] or by visiting our website at caferiomexican.top.
2. Provide Your Order Details: Include your full name, order number, date and time of the order, the items in question, and the nature of your complaint.
3. Submit Supporting Evidence: Where applicable, attach photographs of the food received, a screenshot of your payment confirmation, or any other documentation that supports your claim. This helps us resolve your request more efficiently.
4. Await Confirmation: Our team will send you an acknowledgment email within 1–2 business days confirming receipt of your request.
5. Review and Decision: Our customer service team will review your request and may follow up with additional questions. A decision will be communicated to you within 3–5 business days.
6. Refund Issuance: If your refund is approved, it will be processed according to the timelines outlined in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the processing time 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 financial institution's policies. Cafe Rio is not responsible for delays caused by banks or third-party payment processors.

7. Partial Refunds

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

• Only a portion of the items in your order were incorrect or missing, and the remaining items were received in satisfactory condition.
• A food quality complaint applies to one specific item in a multi-item order.
• The order was partially consumed before a quality issue was identified.
• A delivery delay affected only part of your order (e.g., catering orders where some items arrived late).
• A promotional discount or coupon was applied to the original order, and the refund is calculated against the discounted price paid.

The amount of a partial refund will be calculated based on the price of the specific items or services affected. Our team will communicate the exact refund amount at the time of resolution.

8. Exchange Policy

Due to the perishable nature of food products, exchanges are only available under specific circumstances and are subject to availability. Exchanges may be offered in the following cases:

• Incorrect Item Received: If you received the wrong item and the correct item is available, we may offer a replacement rather than a refund.
• In-Store Orders: Exchanges for in-store dining or pickup orders may be handled on-site at the discretion of the manager on duty, provided the issue is raised immediately.
• Catering Orders: For large catering orders, replacement items or substitute dishes may be offered if an item is unavailable or if a quality issue is identified at the time of delivery.

Exchanges must be requested within the same timeframes as refunds (see Section 3). Cafe Rio reserves the right to offer a store credit or account credit instead of a physical exchange where logistically necessary.

9. Cancellation Policy

We understand that plans can change, and we will do our best to accommodate cancellation requests. Please review the following cancellation terms:

9.1 Standard Orders (Online and Phone Orders)

• Cancellations must be requested within 5 minutes of placing the order, as food preparation typically begins immediately.
• If the order has already entered the preparation stage, cancellations will not be accepted, and a refund will not be issued.
• To cancel an order, contact us immediately at [email protected] or call us directly.

9.2 Catering and Large Group Orders

• Catering orders must be canceled at least 72 hours (3 business days) before the scheduled delivery or pickup time to receive a full refund of any deposit paid.
• Cancellations made between 24 and 72 hours before the scheduled time may result in a partial refund of up to 50% of the deposit.
• Cancellations made less than 24 hours before the scheduled time will result in forfeiture of any deposit paid, as ingredients and preparation will have already commenced.

9.3 Scheduled Future Orders

• Orders scheduled for a future date may be canceled up to 24 hours before the scheduled time for a full refund.
• Cancellations within 24 hours of a scheduled future order will be treated as standard order cancellations.

10. Dispute Resolution Process

If you are not satisfied with the resolution provided by our customer service team, Cafe Rio offers the following dispute resolution process:

10.1 Internal Escalation

You may request that your case be escalated to a senior manager or the customer relations department by indicating your request in your email to [email protected]. Please include your original complaint reference number. Senior management will review your case and respond within 5–7 business days.

10.2 Mediation

If an internal resolution cannot be reached, both parties agree to first attempt resolution through good-faith mediation before pursuing any formal legal action. Mediation may be conducted through a mutually agreed-upon mediator or a recognized mediation service in the United States.

10.3 Consumer Protection Agencies

Customers in the United States have the right to file complaints with the following consumer protection bodies if they believe their rights have been violated:

• Federal Trade Commission (FTC): www.ftc.gov
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your state's Attorney General Office or Department of Consumer Affairs.

10.4 Chargebacks

Customers who initiate a chargeback through their bank or credit card provider without first attempting to resolve the issue with Cafe Rio directly may be subject to a review of their account. We strongly encourage customers to contact us first, as most issues can be resolved quickly and amicably without the need for a chargeback process.

11. Amendments to This Policy

Cafe Rio reserves the right to amend, update, or modify this Refund Policy at any time without prior notice. Changes will become effective upon posting to our website at caferiomexican.top. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage customers to review this policy periodically to stay informed of any changes. Continued use of our services after any modification constitutes your acceptance of the updated policy.

12. Contact Information for Refund Requests

For all refund inquiries, cancellation requests, or questions regarding this policy, please contact our customer service team using the information below: