Refund Policy

Effective Date: April 1, 2026 | Last Updated: April 1, 2026

1. Introduction

At Cafe Rio, we take pride in the quality of our food, beverages, and customer service. We understand that sometimes an order may not meet your expectations, and we are dedicated to resolving any issues promptly and fairly. This Refund Policy governs all transactions made through our website riosscafe.digital, in-store purchases, and any third-party platforms associated with our business operations.

By placing an order with Cafe Rio, you acknowledge that you have read, understood, and agreed to the terms outlined in this Refund Policy. This policy is governed by applicable United States federal and state consumer protection laws, including the Federal Trade Commission (FTC) Act, which prohibits unfair or deceptive business practices.

2. Eligibility Conditions for Refunds

To be eligible for a refund, your request must meet one or more of the following conditions:

• Incorrect Order: You received an item that does not match what was ordered. This includes wrong food items, incorrect customizations, or missing components of your order.
• Food Quality Issues: The food received was spoiled, undercooked, overcooked, or otherwise did not meet acceptable quality standards at the time of delivery or pickup.
• Allergen Concerns: An item contained an allergen that was clearly excluded during the ordering process, posing a health risk.
• Order Not Received: Your order was confirmed and charged but was never delivered or made available for pickup.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical error.
• Significant Delivery Delay: Your order was delivered significantly beyond the quoted delivery window and the food quality was compromised as a result.

Refund requests that do not meet any of the above conditions may be reviewed on a case-by-case basis at the sole discretion of Cafe Rio management.

3. Timeframes for Refund Requests

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

Refund requests submitted after these deadlines may not be honored. We encourage all customers to inspect their orders promptly upon receipt and contact us immediately if any issues are identified.

4. Non-Refundable Items and Services

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

• Orders that have been partially or fully consumed, unless a quality issue is identified and reported immediately.
• Custom or specially prepared items that were made to order according to customer specifications, where the preparation was carried out correctly.
• Gift cards, promotional vouchers, or store credits.
• Orders where the customer provided incorrect delivery information resulting in non-delivery.
• Dissatisfaction based on personal taste preferences rather than objective quality issues.
• Orders affected by circumstances beyond our control, such as natural disasters, severe weather conditions, or third-party delivery service failures (where applicable).
• Service fees, convenience fees, or delivery charges charged by third-party platforms, unless the order was never delivered.
• Catering deposits after the confirmed preparation has begun.

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

Follow these steps to submit a refund request with Cafe Rio:

1. Step 1 – Document the Issue: Take clear photographs of any incorrect items, quality issues, or packaging problems. Note the specific concerns with your order, including the items affected and the nature of the problem.
2. Step 2 – Gather Your Order Details: Locate your order confirmation number, date and time of the order, and the payment method used. This information is available in your confirmation email or receipt.
3. Step 3 – Contact Us: Reach out to Cafe Rio through one of the following channels:
   • Email: [email protected]
   • Website: riosscafe.digital
4. Step 4 – Provide Required Information: In your refund request, include the following:
   • Full name and contact information
   • Order confirmation number
   • Date and time of the order
   • Specific items affected and the reason for the refund request
   • Supporting photos or documentation (where applicable)
   • Preferred resolution (refund, replacement, or store credit)
5. Step 5 – Await Review: Our customer service team will acknowledge your request within 1 business day and complete the review within 3 to 5 business days.
6. Step 6 – Resolution: Once a decision is made, we will notify you via email or phone. 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 by Cafe Rio, the time required to process and receive the refund depends on the original payment method used:

Please note that while Cafe Rio processes refunds promptly upon approval, the actual time for funds to appear in your account may vary depending on your bank or financial institution's processing policies. Cafe Rio is not responsible for delays caused by your financial institution.

7. Partial Refunds

Cafe Rio may issue a partial refund in situations where only a portion of an order was affected by the reported issue. Partial refunds may apply under the following circumstances:

• Only specific items in a multi-item order were incorrect or of substandard quality.
• A portion of the order was consumed before the quality issue was discovered, and the complaint is verified.
• An order was partially delivered, and the missing items cannot be replaced.
• A promotional discount or coupon was applied to the original order, affecting the refundable amount.
• Delivery fees or service charges are non-refundable while the food portion qualifies for a refund.

The amount of a partial refund will be determined based on the value of the specific affected items relative to the total order value, minus any non-refundable fees or charges.

8. Exchange Policy

In many cases, Cafe Rio prefers to offer a replacement rather than a monetary refund, particularly for in-store or immediate delivery situations. Our exchange policy is as follows:

• Incorrect Items: If you received the wrong item, we will gladly prepare and deliver or provide the correct item at no additional charge, subject to availability.
• Quality Issues: If your food item does not meet quality standards, we will prepare a fresh replacement upon request and confirmation of the issue.
• In-Store Exchanges: For in-store purchases, exchanges must be requested at the time of the visit or within 1 hour of pickup. Please bring your receipt or order confirmation.
• Delivery Orders: For delivery orders, if a replacement is offered and accepted, we will make every effort to deliver the replacement within a reasonable timeframe based on operational capacity.

Customers may choose between a replacement and a refund. Cafe Rio will honor the customer's preferred resolution where possible, subject to the eligibility conditions outlined in this policy.

9. Cancellation Policy

We understand that plans can change. Our cancellation policy is designed to be as flexible as possible while accounting for food preparation and operational logistics.

9.1 Standard Orders

• Cancellations before preparation begins: Full refund issued. Orders can typically be cancelled within 5 minutes of placement if preparation has not yet started.
• Cancellations after preparation has begun: Refunds may not be issued, or only a partial refund may be available at management's discretion.
• Cancellations after order dispatch (delivery orders): Refunds will generally not be available unless the order was not delivered.

9.2 Catering and Large Event Orders

• Cancellation more than 72 hours before the event: Full refund of the deposit and any payments made.
• Cancellation between 24 and 72 hours before the event: 50% of the total order value may be retained as a cancellation fee.
• Cancellation less than 24 hours before the event: The full deposit and up to 100% of the order value may be non-refundable, depending on preparation already completed.

To cancel an order, please contact us immediately at [email protected] or through our website at riosscafe.digital. Cancellation requests must be submitted in writing via email for documentation purposes.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Cafe Rio provides a structured dispute resolution process to ensure fairness and transparency.

10.1 Internal Escalation

If your initial refund request is denied or you are dissatisfied with the offered resolution, you may request an escalation review by contacting us at [email protected] with the subject line "Refund Dispute – Escalation Request." Our management team will review the matter within 5 to 7 business days and provide a final written response.

10.2 Chargeback Rights

Customers retain the right to dispute charges through their credit card issuer or bank in accordance with applicable laws and card network rules. However, we encourage customers to contact us directly before initiating a chargeback, as we are committed to resolving issues amicably and efficiently.

10.3 Consumer Protection Resources

If you believe Cafe Rio has engaged in unfair or deceptive trade practices, you may file a complaint with the following agencies:

• Federal Trade Commission (FTC): www.ftc.gov or 1-877-382-4357
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your applicable State Attorney General's Office for consumer protection complaints.

10.4 Informal Mediation

Prior to pursuing formal legal action, both parties agree to attempt to resolve any dispute through good-faith informal negotiation for a period of at least 30 days. Disputes not resolved informally may be subject to binding arbitration or litigation in the courts of competent jurisdiction in the United States, in accordance with applicable federal and state law.

11. Policy Updates

Cafe Rio reserves the right to modify this Refund Policy at any time. Any changes will be reflected on this page with an updated effective date. Continued use of our services following a policy update constitutes your acceptance of the revised terms. We encourage customers to review this policy periodically.

12. Contact Information for Refund Requests

For all refund inquiries, cancellations, or exchange requests, please contact Cafe Rio through the following channels: