Refund Policy

Effective Date: March 29, 2026  |  Last Updated: March 29, 2026

1. Overview

At Cafe Rio, customer satisfaction is at the heart of everything we do. We take great pride in preparing fresh, high-quality food and beverages for every customer. However, we understand that there are occasions when an order may not meet your expectations, an error may occur, or circumstances may require a cancellation or refund request.

This Refund Policy sets forth the terms and conditions under which Cafe Rio will issue refunds, process exchanges, or handle cancellations. We strive to be fair, transparent, and consistent in our approach. All refund decisions are made in accordance with applicable United States consumer protection laws, including guidelines established by the Federal Trade Commission (FTC) under the FTC Act.

2. Eligibility Conditions for Refunds

Refunds are evaluated on a case-by-case basis. To be eligible for a refund, one or more of the following conditions must be met:

• You received an incorrect item that does not match your confirmed order.
• Your food or beverage was prepared incorrectly despite clearly stated customization instructions provided at the time of ordering.
• Your order arrived in an unsatisfactory condition — for example, food that was severely undercooked, spoiled, or otherwise unfit for consumption.
• You experienced a significant delay beyond the estimated preparation or delivery time communicated at the time of order, and the delay was caused by Cafe Rio or a platform we operate through.
• You were charged an incorrect amount or charged more than once for the same order due to a technical or billing error.
• Your order was cancelled by Cafe Rio due to unavailability of ingredients or operational issues on our end.

Refund requests that do not meet any of the above conditions may be reviewed at management's discretion, but approval is not guaranteed.

3. Timeframes for Refund Requests

Timely reporting is essential when requesting a refund for food and beverage orders. The following timeframes apply:

Refund requests submitted outside of the applicable timeframes may not be honored. We encourage all customers to inspect their orders promptly upon receipt and contact us immediately if any issue is identified.

4. Non-Refundable Items and Services

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

• Fully consumed orders: Food or beverages that have been fully consumed will not be eligible for a refund unless there is a documented health or safety concern.
• Change of mind: Refunds will not be issued simply because a customer changes their mind after an order has been prepared or is in the process of being prepared.
• Customization errors caused by the customer: If an order issue arises due to incorrect or unclear customization instructions provided by the customer, a refund may not be issued.
• Catering deposits: Deposits paid to secure catering services or large group orders are non-refundable once the planning and preparation process has begun, unless Cafe Rio is unable to fulfill the order.
• Gift cards and store credit: Purchases of gift cards or store credit are final and cannot be refunded for cash.
• Promotional and discounted items: Items purchased as part of a limited-time promotion or heavily discounted offer may be excluded from standard refund eligibility.
• Third-party delivery fees: Delivery fees charged by third-party platforms (such as DoorDash, Uber Eats, or Grubhub) are subject to those platforms' own refund policies and are outside Cafe Rio's control.

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

To initiate a refund request, please follow these steps carefully:

1. Step 1 — Document the Issue: Take clear photographs of the item(s) in question, including packaging and any visible defects or discrepancies. Keep your receipt, order confirmation email, or transaction record readily available.
2. Step 2 — Contact Cafe Rio: Reach out to our customer service team using one of the following methods:
   • Email: [email protected]
   • Website: riosscafe.rest
3. Step 3 — Provide Required Information: When contacting us, please include the following details:
   • Your full name
   • Order date and time
   • Order number or transaction reference (if applicable)
   • Description of the issue experienced
   • Photographs or supporting documentation (where applicable)
   • Your preferred resolution (refund, replacement, or store credit)
4. Step 4 — Review Process: Our team will review your request and respond within 2 business days. We may contact you for additional information or clarification before reaching a decision.
5. Step 5 — Resolution: Once your request has been reviewed and approved, we will notify you of the outcome and initiate the appropriate resolution — whether that is a full refund, partial refund, replacement item, or store credit.

6. Refund Processing Times by Payment Method

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

Please note that Cafe Rio is not responsible for delays caused by banking institutions or financial service providers. If you have not received your refund within the stated timeframe, we recommend contacting your bank or card issuer before reaching out to us for a follow-up.

7. Partial Refunds

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

• Only a portion of the order was incorrect, missing, or unsatisfactory.
• The customer partially consumed the item before identifying the issue.
• The issue was minor and did not render the entire order unusable or unsafe.
• A discount, coupon, or promotional pricing was already applied to the original order, and a partial refund reflects the adjusted value.
• Catering or group orders where only a portion of the items were affected.

The amount of a partial refund will be determined by our management team based on the specific circumstances of each case. We will communicate the partial refund amount to you before processing, and you will have the opportunity to accept or dispute the proposed resolution.

8. Cancellation Policy

Cafe Rio begins preparing food orders promptly after they are received. As a result, our ability to accommodate cancellations is limited to a narrow window of time.

8.1 Online and Pre-Orders

• Cancellations must be requested within 5 minutes of order placement for online or pre-orders.
• If an order has already entered the preparation stage, cancellation may not be possible and a refund may not be issued.
• To cancel an online order, contact us immediately at [email protected] or visit our website at riosscafe.rest.

8.2 Catering and Large Group Orders

• Catering orders may be cancelled with a full refund if cancellation is requested at least 72 hours (3 business days) before the scheduled event date.
• Cancellations made between 24–72 hours before the event may be eligible for a 50% refund of the total order value.
• Cancellations made less than 24 hours before the scheduled event are generally not eligible for a refund, as ingredients and staff resources will have already been allocated.
• Catering deposits are non-refundable in all cases unless Cafe Rio is responsible for the cancellation.

8.3 Cancellations by Cafe Rio

In the event that Cafe Rio must cancel your order due to ingredient unavailability, operational issues, or circumstances beyond our control, you will receive a full refund of any amounts paid. We will notify you as quickly as possible and offer alternative solutions where available.

9. Exchange Policy

Cafe Rio is committed to ensuring you receive the order you intended. If you received an incorrect item, we will prioritize preparing and delivering the correct item to you as quickly as possible.

Exchanges are subject to the following conditions:

• The incorrect item must be reported within the timeframes specified in Section 3 of this policy.
• Exchanges are available for in-store orders when raised immediately with a member of our team at the counter.
• For delivery or takeout orders, we will work to arrange a replacement delivery or offer you the choice of a refund or store credit.
• We reserve the right to decline an exchange request if the original item has been significantly consumed or if the request falls outside the eligible reporting window.
• Exchanges are subject to ingredient and item availability at the time of the request.

10. Dispute Resolution Process

If you are unsatisfied with the outcome of a refund request, Cafe Rio provides the following dispute resolution process:

10.1 Internal Escalation

You may escalate your dispute to a senior member of our management team by contacting us at [email protected] and clearly indicating that you wish to escalate your concern. Please include your original case reference number or the details of your initial request. A manager will review your case within 3 business days and provide a final response.

10.2 Chargeback Rights

If you believe you have been charged incorrectly or that a refund was unjustly denied, you retain the right to file a chargeback with your credit card issuer or bank. We recommend attempting to resolve the issue directly with Cafe Rio before initiating a chargeback, as this allows us the opportunity to correct any error promptly.

10.3 Consumer Protection Agencies

Customers in the United States may also file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov if they believe consumer protection laws have been violated. Customers in California may additionally contact the California Department of Consumer Affairs in accordance with applicable state consumer protection regulations.

10.4 Informal Resolution Preference

Cafe Rio strongly prefers to resolve all disputes amicably and directly with our customers. We are committed to listening, being fair, and finding mutually agreeable solutions. We encourage all customers to give us the opportunity to address concerns before pursuing external remedies.

11. Special Circumstances

Cafe Rio recognizes that extraordinary circumstances may arise that fall outside the standard scope of this policy. In cases involving documented health concerns, allergic reactions attributable to our products, or significant food safety issues, we ask that you contact us immediately and, where applicable, seek appropriate medical attention. We take food safety matters very seriously and will investigate all such reports thoroughly.

Nothing in this Refund Policy limits your rights under applicable federal or state law, including rights related to food safety and consumer protection under the FTC Act or applicable state statutes.

12. Policy Modifications

Cafe Rio reserves the right to update or modify this Refund Policy at any time. Changes will be posted on our website at riosscafe.rest with a revised effective date. Your continued use of our services following any such update constitutes your acceptance of the revised policy. We encourage you to review this page periodically to stay informed of any changes.

13. Contact Information for Refund Requests

For all refund requests, questions, or concerns related to this policy, please contact Cafe Rio using the information below: