Refund Policy

Effective Date: May 2, 2026 | Last Updated: May 2, 2026

1. Introduction

At Cafe Rio, we are committed to delivering high-quality food and a satisfying dining experience to every customer. We understand that there may be occasions when an order does not meet your expectations or when circumstances require a cancellation or refund. This Refund Policy sets out the conditions under which refunds, exchanges, and cancellations are handled for orders placed through our website at eat-caferio.click.

This policy applies to all online orders, whether for pickup, delivery, or catering services. We encourage you to review this document thoroughly so that you are fully informed of your rights and our obligations as a food service provider operating under applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act.

2. Eligibility Conditions for Refunds

Refund requests will be 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 order arrived in an unsatisfactory or unsafe condition due to a preparation or handling error on our part.
• Your order was never delivered or made available for pickup within the estimated timeframe, with no prior notice from our team.
• A duplicate charge was processed for a single transaction.
• A technical error on our website caused an unintended or unauthorized charge.
• Your food contains a confirmed allergen that was not listed in the item description and was not disclosed at the time of ordering.
• A catering order was significantly different in quantity or composition from what was agreed upon.

Refund eligibility does not apply in situations where the customer simply changes their mind after a food order has been confirmed and prepared, or in cases where customization requests were submitted incorrectly by the customer.

3. Timeframes for Refund Requests

To ensure your refund request can be properly assessed, all claims must be submitted within the following timeframes:

Requests submitted after these deadlines may not be honored unless exceptional circumstances are demonstrated. Cafe Rio reserves the right to make exceptions at its sole discretion in cases involving health, safety, or verifiable technical errors.

4. Non-Refundable Items and Services

Certain items and services are not eligible for refunds under any standard circumstances. These include:

• Consumed food items: Orders that have been substantially consumed are not eligible for a refund unless a documented food safety concern is reported promptly.
• Correctly fulfilled custom orders: Items prepared exactly as specified by the customer in the order instructions are non-refundable.
• Promotional and discounted items: Items purchased as part of a limited-time promotion, special discount, or bundled deal may not be individually refunded unless there is a confirmed error in the order.
• Delivery fees: Third-party delivery fees, platform service fees, and convenience fees are generally non-refundable once delivery service has been initiated.
• Digital gift cards or vouchers: Once activated or redeemed, digital gift cards and promotional vouchers are non-refundable.
• Gratuity or tips: Any gratuity added at checkout is non-refundable.

5. How to Request a Refund

To initiate a refund request, please follow the step-by-step process outlined below:

1. Step 1 — Gather Your Order Information: Locate your order confirmation email, which includes your order number, date of purchase, itemized list of products, and the amount charged. This information is required to process your request efficiently.
2. Step 2 — Document the Issue: If your refund request involves a wrong item, food safety concern, or quality issue, take clear photographs of the item(s) in question. This documentation will help us assess your claim faster.
3. Step 3 — Contact Our Support Team: Send a refund request to our customer service team via email at [email protected]. In your message, include:
   • Your full name
   • Your order number
   • The date and time of your order
   • A detailed description of the issue
   • Supporting photographs (if applicable)
   • Your preferred refund method
4. Step 4 — Await Confirmation: Our team will acknowledge your request within 1 to 2 business days and may follow up with additional questions to fully evaluate the situation.
5. Step 5 — Resolution and Processing: Once your refund request is approved, we will initiate the refund using the applicable processing method. See Section 6 for processing timeframes by payment method.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your funds depends on the payment method used at checkout. The following are estimated processing timeframes:

Please be aware that while we process refunds promptly on our end, the actual time for funds to appear in your account is subject to your bank or payment provider's internal processing timelines, which are outside our control. If you have not received your refund within the stated timeframe, we recommend contacting your financial institution first before reaching out to us.

7. Partial Refunds

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

• Only a portion of your order was incorrect or unsatisfactory, while the remaining items were fulfilled correctly.
• An item was partially consumed before a legitimate issue was identified.
• A catering order was partially fulfilled due to supply limitations, and only certain items were unavailable or incorrect.
• A promotional discount was applied to your order, and the refund is calculated based on the actual amount paid rather than the full list price.
• Delivery was completed but significantly delayed, warranting a partial refund of the delivery fee at management's discretion.

The amount of any partial refund will be communicated to you during the review process before it is finalized. You will have the opportunity to accept the partial refund or escalate the matter as described in Section 10 of this policy.

8. Exchange Policy

Due to the perishable nature of food products, traditional item exchanges are not available for most standard orders. However, Cafe Rio will make reasonable accommodations in the following scenarios:

• Wrong item received: If you receive an item that is different from what you ordered, we will arrange for the correct item to be prepared and provided to you as soon as reasonably possible, subject to availability and operating hours.
• Catering substitutions: For catering orders, if a specific menu item becomes unavailable, our team will contact you prior to the event date to discuss comparable substitute options.
• In-store exchanges: For orders placed or picked up at a physical location, our in-store team may offer immediate replacements at their discretion for verified preparation errors.

Exchanges are subject to our standard operating hours and menu availability. We are unable to guarantee the availability of all menu items at all times. Where an exchange is not feasible, a refund will be offered as an alternative.

9. Cancellation Policy

We understand that plans can change. Our cancellation policy is structured to be fair to both our customers and our kitchen operations:

9.1 Standard Orders (Pickup and Delivery)

Because food preparation typically begins shortly after an order is confirmed, cancellations for standard orders must be requested within 5 minutes of placing the order to receive a full refund. After this window, our kitchen team may have already begun preparing your items, making a full cancellation difficult.

• Cancellations requested within 5 minutes: Full refund issued
• Cancellations requested between 5 and 15 minutes: Subject to review; partial refund may apply
• Cancellations requested after 15 minutes or once preparation is complete: Generally not eligible for a refund

9.2 Catering Orders

Catering orders require advance planning, staffing, and ingredient procurement. The following cancellation terms apply:

To cancel a catering order, please contact us as soon as possible at [email protected] with your order number and the reason for cancellation.

10. Dispute Resolution Process

If your refund request is denied or you are dissatisfied with the resolution offered, Cafe Rio provides a structured dispute resolution process to ensure your concerns are addressed fairly and transparently.

Step 1: Internal Review Request

You may request an internal review of the decision by replying to the email correspondence in which the denial was communicated. Clearly state why you believe the decision was incorrect and include any additional supporting documentation. Our team will re-evaluate the case within 3 to 5 business days.

Step 2: Escalation to Management

If the internal review does not result in a satisfactory outcome, you may escalate your dispute to our management team. Send a formal written complaint to [email protected] with the subject line "Formal Dispute — Order #[Your Order Number]." Management will respond within 5 business days with a final determination.

Step 3: Chargeback Rights

If you have made a payment using a credit card or debit card and believe an unauthorized or erroneous charge has occurred, you retain the right to initiate a chargeback through your card issuer. We encourage customers to contact us first, as chargebacks can often be resolved more quickly through direct communication. However, we respect your right to seek resolution through your financial institution in accordance with applicable United States federal regulations and the FTC Act.

Step 4: Third-Party Mediation

In the unlikely event that a dispute cannot be resolved through internal channels or via your financial institution, you may seek resolution through an independent consumer mediation service. We are committed to engaging in good faith with any mediation process as required by law.

11. Food Safety Concerns

If you believe that a food item received from Cafe Rio has caused or poses a risk to your health, please take the following steps immediately:

1. Seek appropriate medical attention if required.
2. Retain the food item and its original packaging if possible.
3. Contact us immediately at [email protected] and describe the concern in detail.
4. You may also report food safety concerns to your local health authority or the U.S. Food and Drug Administration (FDA) at www.fda.gov.

Food safety complaints are given our highest priority. We take all such reports seriously and will conduct an internal review promptly. Refunds related to verified food safety incidents will be processed as a matter of urgency.

12. Modifications to This Policy

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

13. Contact Information

For all refund requests, cancellations, or questions related to this policy, please contact our customer support team using the details below:

This Refund Policy was last updated on May 2, 2026 and is effective as of the same date. It applies to all transactions conducted through eat-caferio.click and is governed by the applicable consumer protection laws of the United States, including the Federal Trade Commission (FTC) Act and any applicable state consumer protection statutes.