Refund Policy

Effective Date: May 21, 2026 | Last Updated: May 21, 2026

1. Introduction

Cafe Rio ("we," "us," or "our") operates the website caferio-meal.digital and provides food ordering and delivery services to customers across the United States. We understand that issues may occasionally arise with your order, and we are dedicated to resolving them fairly and promptly.

This Refund Policy is governed by applicable United States federal and state consumer protection laws, including the Federal Trade Commission (FTC) Act, and any applicable state-level regulations. By placing an order with us, you agree to the terms outlined in this policy.

For any refund-related inquiries, you may contact us at:

• Company: Cafe Rio
• Email: [email protected]
• Website: caferio-meal.digital

2. Eligibility Conditions for Refunds

We evaluate each refund request on a case-by-case basis. To be eligible for a refund, one or more of the following conditions must be met:

• Incorrect Order: You received an item or order that is different from what you placed. This includes wrong menu items, incorrect quantities, or missing components of a combo or meal.
• Food Quality Issues: The food received was spoiled, contaminated, undercooked, or otherwise unfit for consumption at the time of delivery or pickup.
• Allergen Concerns: An item contained an allergen that was clearly noted as absent in your order, posing a health risk. We take all allergen-related complaints extremely seriously.
• Non-Delivery: Your order was confirmed and charged but was never delivered or made available for pickup within the expected timeframe.
• Significant Delay: Your order was delivered significantly later than the estimated time communicated at checkout, rendering the food unsuitable (e.g., excessively cold or otherwise degraded in quality).
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical error.
• Order Cancelled by Cafe Rio: In the event that we are unable to fulfill your order due to operational issues, ingredient unavailability, or system errors, a full refund will be issued automatically.

Refunds will not be granted based solely on a change of mind after the order has been prepared or dispatched for delivery.

3. Timeframes for Refund Requests

To ensure that your complaint can be properly investigated, refund requests must be submitted within the following timeframes:

Requests submitted outside these timeframes may be declined at our discretion. We encourage 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 are generally not eligible for refunds:

• Orders that have been fully consumed or substantially eaten before a complaint is raised.
• Customization requests that were correctly fulfilled as specified in the order (e.g., extra spice, specific sauces), where the customer simply did not enjoy the result.
• Delivery fees, service fees, or platform surcharges, unless the non-delivery was entirely our fault.
• Promotional items, complimentary additions, or items redeemed through reward points or special offers.
• Orders where the customer provided an incorrect delivery address, resulting in failed or misdirected delivery.
• Digital gift cards or vouchers that have been redeemed or used.
• Orders delayed due to circumstances beyond our reasonable control, including severe weather events, natural disasters, or third-party delivery partner disruptions (force majeure events).

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

To submit a refund request, please follow the steps outlined below:

1. Step 1 — Gather Your Order Details: Have your order confirmation number, the date and time of the order, the items ordered, and any relevant photos of the issue (e.g., wrong item, damaged packaging, food quality) ready before contacting us.
2. Step 2 — Contact Us via Email: Send an email to [email protected] with the subject line: "Refund Request – [Your Order Number]". Include your full name, contact information, order details, and a clear description of the issue.
3. Step 3 — Attach Supporting Evidence: Where applicable, attach photographs or screenshots that support your claim. This may include images of incorrect items, packaging damage, or billing statements showing duplicate charges.
4. Step 4 — Await Acknowledgment: Our customer support team will acknowledge receipt of your request within 1–2 business days and may request additional information if needed.
5. Step 5 — Review and Decision: We will review your request and notify you of our decision within 3–5 business days of acknowledgment. We may offer a full refund, partial refund, store credit, or replacement order, depending on the nature of the issue.
6. Step 6 — Refund Issuance: If approved, the refund will be processed according to the payment method used (see Section 6 below).

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to appear in your account will vary depending on the payment method used:

Please note that processing times are estimates and may vary based on your financial institution's policies. Cafe Rio is not responsible for delays caused by banks or third-party payment processors once the refund has been initiated on our end.

7. Partial Refunds

In some cases, a partial refund may be more appropriate than a full refund. Partial refunds may be offered in the following circumstances:

• Only a portion of your order was incorrect or missing (e.g., one item out of a multi-item order was wrong).
• The food quality issue affected only part of your order, while the remainder was satisfactory.
• A delivery delay occurred but the food was still consumed and deemed acceptable by the customer.
• A promotional discount was applied at the time of purchase, in which case only the amount actually paid for the affected item will be refunded.

The partial refund amount will be calculated based on the price of the affected item(s) as listed on your order confirmation. Any applicable taxes associated with the refunded item(s) will also be returned.

8. Exchange Policy

In lieu of a monetary refund, Cafe Rio may offer to replace your order or specific items under the following conditions:

• The incorrect item can be replaced with the correct item within a reasonable time, and you are available to receive the replacement.
• A quality issue is identified and a fresh replacement can be prepared and delivered or made available for pickup promptly.
• Both the customer and Cafe Rio agree that a replacement is a suitable resolution.

Replacements will be offered at no additional cost to the customer. If a replacement is not feasible due to item unavailability or logistics constraints, a full or partial refund will be issued instead.

Please note that exchanges or replacements are subject to ingredient and menu item availability. Seasonal or limited-time offerings may not always be available for replacement.

9. Cancellation Policy

We understand that plans can change. Our cancellation policy is as follows:

9.1 Cancellations Before Order Preparation

If you wish to cancel your order, you must do so within 5 minutes of placing the order, before food preparation has commenced. To cancel, contact us immediately at [email protected] with your order number. If the cancellation is processed in time, a full refund will be issued.

9.2 Cancellations After Order Preparation Has Begun

Once the kitchen has begun preparing your order, cancellations may not be accepted. In exceptional circumstances, we may offer a partial refund or store credit at our discretion. This policy exists because food preparation involves the use of ingredients and staff resources that cannot be recovered once the process has started.

9.3 Cancellations After Dispatch

Orders that have already been dispatched for delivery cannot be cancelled. If you have a concern upon delivery, please refer to the refund eligibility criteria outlined in Section 2.

9.4 Cancellations by Cafe Rio

In the event that Cafe Rio must cancel your order due to unforeseen circumstances (e.g., ingredient unavailability, kitchen closure, system outage), you will receive a full refund and prompt notification via email.

10. Dispute Resolution Process

If you are dissatisfied with the outcome of your refund request, you have the right to escalate your concern. We encourage all customers to first exhaust our internal resolution process before pursuing external remedies.

10.1 Internal Escalation

If you believe your initial refund request was handled incorrectly or unfairly, you may request an escalated review by contacting us at [email protected] and clearly stating that you are requesting an escalated review. Please include your original case reference number and any additional information you wish to provide. A senior member of our team will review your case within 5–7 business days.

10.2 Chargeback Rights

Customers who paid by credit or debit card have the right to initiate a chargeback through their card issuer if they believe a charge was unauthorized or that goods or services were not delivered as promised. We encourage you to contact us first, as chargebacks can take significantly longer to resolve and may affect your account standing.

10.3 FTC and Consumer Protection Agencies

If you believe that Cafe Rio has engaged in unfair or deceptive practices, you have the right to file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or with your state's Attorney General office. We are committed to full compliance with all applicable United States consumer protection laws.

10.4 Informal Dispute Resolution

Before initiating any formal legal proceedings, we request that you contact us directly to allow us the opportunity to resolve your concern informally. We value our customers and are committed to reaching a fair resolution in good faith.

11. Store Credit Option

In some cases, instead of or in addition to a monetary refund, Cafe Rio may offer store credit to your account. Store credit can be used toward future orders on caferio-meal.digital and does not expire within 12 months of issuance. This option may be presented to you during the refund process, and acceptance is entirely at your discretion.

12. Fraudulent Claims

Cafe Rio takes the integrity of its refund process seriously. Any customer who is found to have submitted a fraudulent, exaggerated, or misleading refund claim may have their account suspended, their refund denied, and may be subject to further action in accordance with applicable law. We use order tracking, delivery confirmation, and internal records to verify all claims submitted to us.

13. Amendments to This Policy

Cafe Rio reserves the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to caferio-meal.digital. We encourage customers to review this policy periodically. Continued use of our services after any modifications constitutes acceptance of the updated policy. The effective date at the top of this page will reflect the most recent revision.

14. Contact Information

For all refund, cancellation, or dispute-related inquiries, please contact us using the details below. Our customer service team is available to assist you during business hours.