Refund Policy

Effective Date: June 4, 2026  |  Last Updated: June 4, 2026

1. Introduction

This Refund Policy applies to all food orders, beverages, catering services, and related purchases made through our website (caferiomeal.rest), mobile platforms, in-store transactions, or any other official Cafe Rio sales channels. By placing an order with us, you agree to the terms outlined in this policy.

We take customer satisfaction seriously. Given the perishable nature of food products, our refund process is designed to be fair, transparent, and efficient. We encourage you to read this policy carefully before placing your order.

This policy is governed by applicable United States federal and state consumer protection laws, including the Federal Trade Commission Act (FTC Act) and relevant state-level consumer protection statutes.

2. Eligibility Conditions for Refunds

A refund or replacement may be issued under the following circumstances:

• You received the wrong item(s) that differ from what you ordered.
• Your food arrived in an unsatisfactory condition — spoiled, contaminated, improperly prepared, or otherwise unfit for consumption.
• Items were missing from your order and were not delivered.
• Your order was significantly delayed beyond the estimated delivery or pickup window and the food quality was adversely affected as a result.
• You experienced an allergic reaction or health concern directly attributable to incorrect ingredients being used, contrary to your stated dietary requirements at the time of ordering.
• A technical error or duplicate charge occurred during the payment process.
• Your catering or large group order was cancelled by Cafe Rio due to circumstances on our end.

3. Timeframes for Refund Requests

Timeliness is essential when dealing with food-related concerns. The following timeframes apply to refund and complaint submissions:

Requests submitted after these timeframes will be reviewed at our sole discretion, and we cannot guarantee approval of late submissions. We strongly encourage customers to inspect their orders promptly upon receipt.

4. Non-Refundable Items and Services

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

• Change of mind: Refunds will not be issued if you simply change your mind after an order has been prepared or delivered.
• Customization errors by the customer: If the error in preparation was due to incorrect information provided by you during the ordering process, a refund may not be granted.
• Partially consumed meals: If a significant portion of the meal was consumed prior to reporting an issue, a full refund may not be available.
• Complimentary or promotional items: Free items provided as part of promotions, loyalty rewards, or discounts are not eligible for cash refunds.
• Delivery fees and service charges: Third-party delivery fees, platform service charges, and convenience fees are non-refundable unless the delivery was entirely our fault.
• Digital gift cards: Purchased gift card balances are non-refundable and non-transferable for cash unless required by applicable state law.
• Expired promotional offers: Discounts or offers that were not applied at checkout due to expiration or improper entry are non-refundable after order completion.

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

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

1. Step 1 — Contact Us Promptly: Reach out to our customer support team within the applicable timeframe (see Section 3) via email at [email protected] or through the contact form on caferiomeal.rest.
2. Step 2 — Provide Order Information: Include your full name, order number or confirmation code, date and time of purchase, location (if dine-in or pickup), and the email or phone number associated with your account.
3. Step 3 — Describe the Issue: Provide a clear and detailed description of the problem. Explain what was wrong with the order, the item(s) affected, and how the issue impacted your experience.
4. Step 4 — Attach Supporting Evidence: Where applicable, attach photographs of the food item(s), packaging, or receipts. Visual evidence greatly helps us resolve your request quickly and accurately.
5. Step 5 — Await Confirmation: Our customer support team will acknowledge your request within 1–2 business days and may follow up with additional questions if needed.
6. Step 6 — Resolution: Upon review, we will notify you of the approved resolution — whether that is a full refund, partial refund, store credit, or a replacement order. Refunds will be processed according to the timelines in Section 6.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to reflect in your account depends on your original payment method:

Please note that processing times may vary depending on your bank or financial institution. Cafe Rio is not responsible for delays caused by third-party payment processors or financial institutions. If you have not received your refund within the stated timeframe, please contact your bank 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 when:

• Only a portion of your order was incorrect or unsatisfactory.
• You received most of your order correctly but one or two items were missing or wrong.
• You consumed a significant portion of a meal before identifying an issue.
• The issue reported does not rise to the level of a full order failure but still warrants compensation.
• A catering order was partially delivered or partially completed.

The amount of any partial refund will be determined at our discretion based on the circumstances, evidence provided, and the value of the affected portion of the order. We aim to be fair and reasonable in all partial refund determinations.

8. Exchange Policy

In many cases, rather than issuing a monetary refund, Cafe Rio may offer to replace the incorrect or unsatisfactory item(s) with the correct order or a comparable alternative. Our exchange policy works as follows:

• In-store exchanges: If you are dining in or picking up your order, a replacement can often be prepared immediately. Please inform a staff member or manager right away.
• Delivery order exchanges: For delivery orders, we may offer a replacement on a future order in the form of store credit equivalent to the value of the affected item(s).
• Catering exchanges: For large-scale catering orders, any adjustments or replacements must be coordinated with our catering team in advance or discussed within 24 hours of the event.

Exchanges are subject to availability. If an item you originally ordered is no longer available, we will offer a comparable substitute or issue a refund for that specific item.

9. Cancellation Policy

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

9.1 Standard Orders (Pickup and Delivery)

• Orders may be cancelled for a full refund if cancelled within 5 minutes of placing the order and before preparation has begun.
• If preparation has already started, cancellation may result in a partial refund or store credit only.
• Once an order has been dispatched for delivery or is ready for pickup, cancellations are generally not accepted.

9.2 Advance and Pre-Paid Orders

• Cancellations made 48 hours or more before the scheduled order date will receive a full refund.
• Cancellations made between 24 and 48 hours before the scheduled date will receive a 50% refund or full store credit.
• Cancellations made less than 24 hours before the scheduled date are generally non-refundable, though store credit may be offered at our discretion.

9.3 Catering Orders

• Cancellations made 72 hours or more before the event date will receive a full refund.
• Cancellations made between 24 and 72 hours before the event will receive a 50% refund.
• Cancellations made less than 24 hours before the event are non-refundable due to the preparation and staffing costs already incurred.

To cancel an order, please contact us immediately at [email protected] or call us directly. Cancellations must be communicated directly to Cafe Rio and not to third-party delivery platforms unless your order was placed through a third-party service.

10. Dispute Resolution Process

If you are unsatisfied with the outcome of your refund request, you have the following options for escalating your concern:

10.1 Internal Escalation

Contact our customer support team and request that your case be escalated to a senior team member or manager. Provide your original case or ticket number along with additional information or evidence that supports your claim. We will review escalated cases within 3–5 business days and provide a final determination.

10.2 Chargeback and Payment Disputes

You retain the right to dispute any charge with your bank or credit card provider. However, we ask that you contact us first and allow us the opportunity to resolve the issue before initiating a chargeback. Chargebacks filed without prior communication may delay resolution and could affect your ability to place future orders with Cafe Rio.

10.3 Consumer Protection Resources

If you believe your consumer rights have been violated, you may file a complaint with the following authorities:

• Federal Trade Commission (FTC): www.ftc.gov
• Your State Attorney General's Office — Consumer Protection Division
• Better Business Bureau (BBB): www.bbb.org
• Consumer Financial Protection Bureau (CFPB) for payment-related disputes: www.consumerfinance.gov

10.4 Governing Law

This Refund Policy and any disputes arising from it shall be governed by the laws of the United States and the applicable laws of the state in which Cafe Rio operates. Any legal proceedings shall be conducted in the appropriate jurisdiction as determined by our registered business location.

11. Changes to This Refund Policy

Cafe Rio reserves the right to modify this Refund Policy at any time. Any changes will be reflected with an updated "Last Updated" date at the top of this page. We encourage you to review this policy periodically to stay informed of any updates. Continued use of our services after changes have been posted constitutes your acceptance of the revised policy.

Significant changes that materially affect your rights will be communicated via email (if you have an account with us) or through a prominent notice on our website.

12. Contact Information for Refund Requests

For all refund-related inquiries, cancellations, or complaints, please reach out to our customer support team using the contact details below. We aim to respond to all inquiries within 1–2 business days.