Refund Policy

Effective Date: May 9, 2026 | Last Updated: May 9, 2026

1. Introduction

At Cafe Rio, we are committed to delivering high-quality food products and an exceptional dining experience to every one of our customers. We understand, however, that situations may arise where a refund, replacement, or exchange becomes necessary. This Refund Policy has been established to ensure transparency, fairness, and a smooth resolution process for all parties involved.

This policy applies to all orders placed online through eat-caferio.digital, including delivery orders, pickup orders, catering orders, and any digital gift card or promotional credit purchases. If you have any questions or concerns about this policy, please do not hesitate to contact our customer support team at [email protected].

2. Eligibility Conditions for Refunds

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

• Incorrect Order: You received items that were different from what you ordered (e.g., wrong protein, missing toppings, incorrect meal size).
• Missing Items: One or more items from your order were not delivered or were absent from your pickup bag.
• Food Quality Issues: The food you received was spoiled, undercooked, contaminated, or otherwise unfit for consumption upon delivery or pickup.
• Significant Delay: Your delivery order arrived significantly later than the estimated delivery window, causing the food to be cold, stale, or otherwise unusable.
• Duplicate Charge: Your payment method was charged more than once for the same order.
• Unauthorized Transaction: A charge was processed on your account without your authorization.
• Order Not Fulfilled: Your order was accepted but never prepared or delivered by Cafe Rio.
• Technical Error: A technical malfunction on our website caused an incorrect charge or an order failure.

Refund requests that do not fall under the above categories will be reviewed on a case-by-case basis. Cafe Rio reserves the right to decline refund requests that do not meet the eligibility criteria outlined in this policy.

3. Timeframes for Refund Requests

To ensure a prompt and efficient resolution, refund requests must be submitted within the timeframes specified below:

Requests submitted after these deadlines may not be honored unless exceptional circumstances apply. We strongly encourage customers to inspect their orders immediately upon receipt.

4. Non-Refundable Items and Services

The following items and circumstances are generally not eligible for a refund:

• Food items that have been partially or fully consumed, unless there is a verifiable quality concern.
• Orders where the customer provided an incorrect delivery address or pickup location.
• Orders that were refused at the time of delivery without a valid reason.
• Promotional items, complimentary meals, or free rewards received as part of a loyalty program.
• Digital gift cards that have been fully or partially redeemed.
• Service fees, delivery fees, and platform surcharges assessed at the time of checkout.
• Orders affected by delays caused by third-party delivery partners beyond Cafe Rio's control.
• Customization requests that were properly fulfilled but did not meet the customer's personal taste preferences.
• Orders placed more than 24 hours past the applicable refund request deadline (except where noted above).

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

To request a refund from Cafe Rio, please follow the steps outlined below:

1. Step 1 – Gather Your Order Information: Before contacting us, have the following information ready: your order confirmation number, the date and time of your order, the items you ordered, a description of the issue, and (if applicable) photographic evidence of the problem (e.g., incorrect item, food quality issue).
2. Step 2 – Contact Our Customer Support Team: Submit your refund request by emailing us at [email protected] or by visiting our website at eat-caferio.digital and completing the contact form. Please use the subject line: "Refund Request – [Your Order Number]".
3. Step 3 – Provide Supporting Documentation: Attach any relevant evidence to support your claim, such as photos of the incorrect or unsatisfactory food, a screenshot of the duplicate charge, or a copy of your order confirmation email.
4. Step 4 – Review and Confirmation: Our customer support team will review your request and respond within 2–3 business days. We may contact you for additional information if needed to process your claim.
5. Step 5 – Resolution: Once your refund request is approved, we will notify you via email and initiate the refund to your original payment method or issue store credit, depending on the situation and your preference.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to appear in your account depends on your payment method. Please refer to the table below for estimated processing times:

Please note that while Cafe Rio initiates refunds promptly upon approval, the actual time for funds to appear in your account is subject to your financial institution's processing schedule. Cafe Rio is not responsible for delays caused by your bank or card issuer.

7. Partial Refunds

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

• Only some items in your order were incorrect, missing, or unsatisfactory, while the remainder of the order was properly fulfilled.
• The food quality issue affected only a portion of your meal.
• A catering order was partially delivered or only some components were below the expected standard.
• A discount, coupon, or promotional offer was applied to the original order, reducing the refundable amount proportionally.
• Delivery fees and other non-refundable charges are excluded from the refund calculation.

In all partial refund situations, Cafe Rio will clearly communicate the approved refund amount and the reasoning behind the partial refund decision. If you disagree with the determination, you have the right to escalate your case through our dispute resolution process outlined in Section 10.

8. Exchange Policy

Cafe Rio is pleased to offer exchanges in applicable situations as an alternative to a refund. An exchange allows us to replace an incorrect or unsatisfactory item with the correct item at no additional cost to you.

Eligibility for Exchanges

• You received the wrong menu item or the wrong customization (e.g., wrong protein, incorrect allergen accommodation).
• The replacement item is available at the time of the exchange request.
• The exchange request is made within 2 hours of receiving your order for delivery or pickup orders.

How to Request an Exchange

To request an exchange, contact our customer support team at [email protected] as soon as possible after identifying the issue. Our team will coordinate with the nearest Cafe Rio location to arrange the replacement. Please note that exchanges are subject to item availability and geographic limitations. In cases where an exchange is not feasible, a refund or store credit will be offered instead.

9. Cancellation Policy

Cafe Rio understands that plans can change. Our cancellation policy is designed to be as accommodating as possible while accounting for the perishable nature of our food products and the operational needs of our kitchen staff.

Standard Delivery and Pickup Orders

• Cancellation within 5 minutes of placing the order: A full refund will be issued, provided the order has not yet entered the preparation stage.
• Cancellation after 5 minutes but before preparation begins: We will make every effort to cancel the order, but a full refund cannot be guaranteed. Please contact us immediately at [email protected].
• Cancellation after preparation has begun: Refunds will generally not be issued once the kitchen has begun preparing your order. At our discretion, store credit may be offered.

Catering Orders

• Cancellation more than 72 hours before the event: A full refund will be issued.
• Cancellation 24–72 hours before the event: A partial refund of up to 50% of the total order value may be issued, as ingredients and labor may have already been allocated.
• Cancellation less than 24 hours before the event: No refund will be issued, as the order will have already been prepared or is in active preparation.

Digital Gift Card Orders

Digital gift card purchases may be cancelled within 7 days of purchase, provided no portion of the gift card value has been redeemed. Once redeemed, gift cards are non-cancellable and non-refundable.

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 your concerns are addressed fairly and promptly.

Step 1 – Internal Escalation

If your initial refund request was denied or you received a partial refund that you believe is incorrect, you may escalate your dispute by emailing [email protected] with the subject line "Refund Dispute – [Your Order Number]". Please include all relevant documentation, including your original refund request, the response received, and any additional evidence supporting your claim. A senior member of our customer support team will review your case within 5 business days.

Step 2 – Chargeback via Your Financial Institution

If our internal escalation process does not resolve your dispute to your satisfaction, you have the right to contact your bank or credit card issuer to initiate a chargeback under the Fair Credit Billing Act (FCBA) or other applicable consumer protection regulations. We encourage customers to attempt resolution through our internal process before pursuing a chargeback, as this allows us to address the issue more efficiently.

Step 3 – Consumer Protection Agencies

Customers residing in the United States also have the right to file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or with the consumer protection office in their respective state. Cafe Rio is committed to complying fully with all applicable U.S. federal and state consumer protection laws.

Step 4 – Alternative Dispute Resolution

In the event that a dispute cannot be resolved through the above channels, Cafe Rio and the customer may agree to pursue mediation or binding arbitration as an alternative to litigation. Any such proceedings shall be conducted in accordance with the laws of the United States and the applicable state in which the customer resides.

11. Food Allergy and Safety Disclaimer

Refunds related to confirmed food safety or allergen incidents will be processed with the highest priority. Cafe Rio may request documentation such as a medical report or photograph of the offending product to facilitate the investigation.

12. Modifications to This Refund Policy

Cafe Rio reserves the right to update, modify, or amend this Refund Policy at any time. Any changes will become effective immediately upon posting to our website at eat-caferio.digital. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage you to review this policy periodically to stay informed of any changes. Continued use of our services after any modification constitutes your acceptance of the updated policy.

13. Contact Information for Refund Requests

For all refund inquiries, cancellation requests, exchanges, or dispute escalations, please contact the Cafe Rio customer support team using the information provided below. We are committed to responding to all inquiries promptly and professionally.

This Refund Policy was last reviewed and updated on May 9, 2026. Cafe Rio is dedicated to ensuring every customer has a positive experience, and we appreciate your trust in choosing us for your dining needs.