Refund Policy

At Cafe Rio, we are committed to providing our customers with the highest quality food and dining experience. We understand that situations may arise where a refund or exchange is necessary. This Refund Policy outlines the terms and conditions under which refunds, exchanges, and cancellations are processed. Please read this policy carefully before placing an order or making a purchase.

By using our website cafes-rios.world or purchasing any products or services from Cafe Rio, you acknowledge that you have read, understood, and agree to be bound by this Refund Policy. This policy is governed by applicable United States federal and state consumer protection laws, including regulations enforced by the Federal Trade Commission (FTC).

1. Eligibility for Refunds

Cafe Rio strives to ensure complete customer satisfaction with every order. Refunds may be issued under the following circumstances:

• The order received was incorrect or did not match what was placed at the time of purchase.
• The food item(s) received were of poor quality, spoiled, contaminated, or otherwise unfit for consumption.
• The order was never delivered or was delivered significantly late beyond the estimated delivery window without prior notice.
• A duplicate charge or billing error occurred during the payment process.
• The customer received a product that was significantly different from the description provided on our website or menu.
• The order was cancelled by Cafe Rio due to operational reasons, ingredient unavailability, or technical issues on our end.

To be eligible for a refund, customers must meet the following conditions:

• The refund request must be submitted within the applicable timeframe described in Section 2 of this policy.
• The customer must provide valid proof of purchase, such as an order confirmation number, receipt, or transaction ID.
• The claim must be supported by a reasonable explanation and, where applicable, photographic or written evidence of the issue.

2. Timeframes for Refund Requests

Timely submission of refund requests is essential for us to investigate and resolve issues effectively. The following timeframes apply:

Requests submitted outside of these timeframes may not be eligible for a refund. We encourage all customers to review their orders promptly upon receipt and contact us immediately if any issues are identified.

3. Non-Refundable Items and Services

Certain items and circumstances are excluded from our refund policy. The following are generally non-refundable:

• Consumed food items: If a food item has been substantially consumed and the complaint is based solely on personal taste preferences rather than a quality or accuracy issue, a refund will not be issued.
• Special occasion or custom orders: Items prepared specifically for events, catering orders, or custom dietary requests that were prepared correctly per the customer's specifications are non-refundable.
• Promotional or discounted items: Items purchased as part of a limited-time promotion, clearance sale, or at a deeply discounted rate may not be eligible for refunds unless defective.
• Gift cards and store credits: Purchased gift cards and issued store credits are non-refundable and cannot be exchanged for cash.
• Delivery fees: Delivery charges are non-refundable unless the non-delivery was due to an error on the part of Cafe Rio.
• Service charges and tips: Any applicable service charges or gratuities added to an order are non-refundable.
• Change-of-mind cancellations after preparation has begun: If a customer cancels an order after food preparation has commenced, refunds will not be issued for the cost of ingredients and labor already expended.

4. How to Request a Refund

To initiate a refund request, please follow the step-by-step process outlined below. Providing complete and accurate information will help us process your request as quickly as possible.

Step 1: Gather Your Information

Before contacting us, please have the following information ready:

• Your full name and contact information
• Your order number or transaction ID
• The date and time the order was placed and received
• A clear description of the issue or reason for the refund request
• Photographs or other supporting evidence (if applicable, especially for food quality issues)

Step 2: Contact Our Customer Support Team

Reach out to our customer service team through one of the following channels:

• Email: [email protected]
• Website: cafes-rios.world

When contacting us, please use the subject line: "Refund Request – [Your Order Number]" to help us locate your order quickly.

Step 3: Submit Supporting Documentation

Attach any relevant documentation to your refund request, including photos of incorrect or unsatisfactory items, screenshots of billing errors, or any other evidence that supports your claim. The more information you provide, the faster we can resolve the issue.

Step 4: Await Review and Confirmation

Our customer service team will review your request and respond within 2 to 3 business days. We may reach out to you for additional information if necessary. Once the review is complete, you will be notified of the outcome via email or your preferred contact method.

Step 5: Refund Issuance

If your refund request is approved, the refund will be processed according to the timelines described in Section 5 of this policy. You will receive a confirmation notification once the refund has been initiated.

5. Refund Processing Times by Payment Method

Once a refund has been approved, processing times may vary depending on the original payment method used:

Please note that while Cafe Rio processes refunds promptly, the actual time for funds to appear in your account depends on your financial institution's policies and may take additional time beyond the processing periods listed above.

6. Partial Refunds

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

• Only a portion of the order was incorrect or of poor quality, while the rest of the order was satisfactory.
• The customer consumed a significant portion of the order before identifying a quality issue.
• The issue reported had a minor impact on the overall order experience, and full compensation would be disproportionate to the problem.
• A discount, coupon, or promotional credit was already applied to the original order, and the refund amount reflects the actual amount paid.
• Delivery delays occurred but the order was ultimately received by the customer.

The amount of a partial refund will be determined at the discretion of our customer service team, taking into account the nature and extent of the issue reported. Customers will be notified of the partial refund amount before it is processed and may discuss the determination with our team.

7. Exchange Policy

Cafe Rio offers exchanges for eligible orders under the following conditions:

• If you received an incorrect item, we will arrange for the correct item to be prepared and delivered or made available for pickup at no additional charge, subject to availability.
• Exchanges must be requested within 24 hours of receiving the order.
• The incorrect or unsatisfactory item may need to be returned or made available for inspection by our team in the case of in-store pickup orders.
• Exchanges are subject to ingredient availability. If a requested item is unavailable, a refund or store credit will be offered as an alternative.
• Exchanges are not available for items where the customer has changed their mind about their selection after the order has been prepared.

To request an exchange, please contact our customer service team using the contact details provided in Section 4 of this policy.

8. Cancellation Policy

Customers may cancel an order subject to the following terms and conditions:

8.1 Online and Phone Orders

• Cancellation within 5 minutes of placing the order: A full refund will be issued if the order has not yet been transmitted to the kitchen for preparation.
• Cancellation after 5 minutes but before preparation begins: A full refund may be issued at Cafe Rio's discretion, depending on the status of the order.
• Cancellation after food preparation has begun: No refund will be issued, as ingredients and labor have already been allocated to fulfill the order.

8.2 Catering and Large Group Orders

• Cancellation more than 72 hours before the scheduled delivery/pickup time: A full refund will be issued.
• Cancellation between 24 and 72 hours before the scheduled time: A partial refund of up to 50% of the order total may be issued.
• Cancellation less than 24 hours before the scheduled time: No refund will be issued, as significant preparation and resource allocation will have already occurred.

8.3 Cafe Rio-Initiated Cancellations

In the event that Cafe Rio must cancel an order due to unforeseen circumstances such as ingredient shortages, equipment failures, staffing issues, or other operational challenges, a full refund will be issued to the customer within the applicable processing timeframe.

9. Dispute Resolution Process

If you are dissatisfied with the outcome of your refund request, Cafe Rio provides a structured dispute resolution process to ensure that all concerns are addressed fairly and promptly.

Step 1: Internal Review

If you disagree with the initial decision made by our customer service team, you may request an internal review by contacting us at [email protected] with the subject line: "Refund Dispute – [Your Order Number]". Your case will be escalated to a senior member of our team for re-evaluation. You will receive a response within 5 business days.

Step 2: Mediation

If the internal review does not resolve the dispute to your satisfaction, both parties may agree to engage in good-faith mediation with a neutral third-party mediator. Costs associated with mediation will be shared equally between the parties unless otherwise agreed upon.

Step 3: Chargeback and Payment Processor Disputes

Customers who have made a payment by credit card or debit card retain the right to initiate a chargeback through their financial institution if they believe a charge was unauthorized or that goods or services were not delivered as described. We encourage customers to contact us before initiating a chargeback so that we have the opportunity to resolve the issue directly. Chargebacks initiated without prior contact may result in the temporary suspension of a customer's account pending resolution.

Step 4: Legal Remedies

In the event that a dispute cannot be resolved through the above methods, customers and Cafe Rio retain the right to pursue legal remedies available under applicable United States federal and state laws. Nothing in this policy limits your statutory rights as a consumer under applicable U.S. consumer protection laws, including protections provided by the Federal Trade Commission (FTC) Act.

10. Consumer Rights Under U.S. Law

This Refund Policy does not limit or override any consumer rights you may have under applicable United States federal or state law. Depending on the state in which you reside, you may have additional rights regarding refunds, cancellations, and dispute resolution. We encourage you to familiarize yourself with your local consumer protection laws.

If you are a California resident, you may also have rights under the California Consumer Privacy Act (CCPA) and the California Consumer Protection Framework. For more information about your rights, please visit the California Attorney General's website or contact our team directly.

11. Policy Amendments

Cafe Rio reserves the right to modify, update, or amend this Refund Policy at any time without prior notice. Any changes to this policy will be effective immediately upon publication on our website at cafes-rios.world. We encourage all customers to review this policy periodically to stay informed of any updates. Your continued use of our services following the posting of changes constitutes your acceptance of the revised policy.

12. Contact Information

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

Our customer service team is available to assist you and is committed to resolving all refund-related concerns in a fair, timely, and professional manner. We value your business and appreciate your trust in Cafe Rio.