Refund Policy

At Cafe Rio, we are committed to providing our customers with high-quality food and an exceptional dining experience. We understand that situations may arise where a refund or exchange is necessary. This Refund Policy outlines the terms and conditions under which we process refunds, cancellations, and exchanges. Please read this policy carefully before placing an order or making a purchase.

This policy applies to all purchases made through our website riosscafe.click, in-store, over the phone, or through any authorized third-party platform associated with Cafe Rio. By completing a transaction with us, you acknowledge and agree to the terms described in this Refund Policy.

1. Eligibility Conditions for Refunds

We want every customer to be satisfied with their experience at Cafe Rio. Refunds may be granted under the following conditions:

• The food item received was incorrect and does not match what was ordered.
• The food item was delivered in an unsatisfactory condition, including spoilage, contamination, or significant quality defects that render it inedible.
• The order was not delivered within the stated delivery timeframe, and no prior notice was given by our team.
• A duplicate charge was applied to your payment method for a single order.
• The order was cancelled by Cafe Rio prior to preparation or delivery due to operational reasons.
• An item listed on your receipt was charged but not included in your order.

To be eligible for a refund, customers must contact us within the applicable timeframe described in Section 2 of this policy. Refund requests submitted outside these timeframes may not be honored at our discretion.

2. Timeframes for Refund Requests

Timely reporting is essential for us to investigate and resolve your concern effectively. The following timeframes apply to refund requests:

Requests made outside these timeframes will be reviewed at the sole discretion of Cafe Rio management. We encourage all customers to inspect their orders promptly upon receipt.

3. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds. The following are explicitly excluded from our refund policy:

• Food items that have been consumed entirely or substantially, except in cases of documented illness or food safety violations.
• Orders where the customer provided an incorrect delivery address or contact information.
• Customized or special dietary requests that were fulfilled as specified but the customer changed their preference after delivery.
• Promotional, discounted, or complimentary items received as part of a special offer.
• Gift cards and digital vouchers once they have been redeemed.
• Service fees and platform processing fees charged by third-party delivery services.
• Catering orders cancelled less than 48 hours before the scheduled event date.
• Delays caused by circumstances beyond our reasonable control, including severe weather, traffic conditions, or third-party delivery disruptions.

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

Submitting a refund request at Cafe Rio is straightforward. Please follow the steps outlined below to ensure your claim is processed efficiently:

5. Refund Processing Times by Payment Method

Once a refund has been approved by our team, please allow the following timeframes for the refund to appear in your account, depending on your original payment method:

Please be aware that processing times may vary depending on your financial institution. Cafe Rio is not responsible for delays caused by banks or payment processors after the refund has been issued on our end.

6. 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 the order was incorrect, missing, or unsatisfactory, while the remainder of the order was received as expected.
• The customer consumed part of the order before identifying a quality concern.
• A promotional discount or coupon was applied to the original order — the refund will reflect the adjusted amount paid.
• The order included both eligible and non-eligible items for refund under this policy.
• Catering orders where partial services were rendered before cancellation.

The amount of a partial refund will be determined by Cafe Rio management based on the specific circumstances of the claim. Our team will communicate the refund amount to the customer before processing.

7. Exchange Policy

Cafe Rio is happy to offer exchanges for food items under the following conditions:

• The item received was incorrect and does not match the confirmed order.
• The item has not been consumed or substantially altered.
• The exchange request is made within 2 hours of receiving the order.
• A replacement item of equal or lesser value is available at the time of the request.

Exchanges are subject to availability. In the event that the correct replacement item is unavailable, a refund or store credit will be offered as an alternative. For in-store exchanges, please bring your original receipt and the item in question to our location. For online or delivery orders, please contact us directly at [email protected] to arrange an exchange.

Please note that we are unable to facilitate exchanges for items that were prepared correctly but the customer simply changed their mind after receiving the order. We encourage customers to review their orders carefully before submitting them.

8. Cancellation Policy

We understand that plans change. The following cancellation terms apply to orders placed with Cafe Rio:

Standard Online Orders

Online orders may be cancelled for a full refund if the cancellation request is submitted within 10 minutes of the order being placed and before preparation has begun. Once food preparation has commenced, cancellations will not be accepted, and no refund will be issued.

Scheduled or Pre-Ordered Meals

If you have scheduled a pickup or delivery order in advance, you may cancel up to 1 hour before the scheduled time for a full refund. Cancellations made less than 1 hour before the scheduled time may result in a partial refund or store credit at our discretion.

Catering and Event Orders

Catering orders require a minimum of 48 hours' notice for cancellation to receive a full refund. Cancellations made between 24 and 48 hours before the event will be eligible for a 50% refund of the total catering amount paid. Cancellations made with less than 24 hours' notice are non-refundable, as ingredients and preparation will have already been initiated.

9. Dispute Resolution Process

If you are not satisfied with the resolution provided by our customer service team, Cafe Rio offers the following dispute resolution process in accordance with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act:

Step 1: Internal Escalation

Request that your case be escalated to a senior member of our management team by clearly stating your request in your follow-up email to [email protected]. Our management team will review your claim and provide a final decision within 5 business days.

Step 2: Chargeback Through Your Bank

If you believe you have been incorrectly charged and our team has been unable to resolve your concern, you have the right to initiate a chargeback through your credit card issuer or bank under applicable consumer protection regulations. Please note that initiating a chargeback before contacting our team may delay the resolution process.

Step 3: Consumer Protection Agencies

Customers residing in the United States may file a complaint with the following agencies if they believe their consumer rights have been violated:

• Federal Trade Commission (FTC): www.ftc.gov
• Better Business Bureau (BBB): www.bbb.org
• Your state's Attorney General Consumer Protection Division

Step 4: Mediation or Arbitration

For disputes that cannot be resolved through the above steps, both parties agree to attempt resolution through good-faith mediation before pursuing formal legal action. Arbitration may be used as an alternative to litigation where mutually agreed upon by both parties.

10. Contact Information for Refund Requests

Our customer service team is here to help. If you have any questions, concerns, or wish to submit a refund request, please reach out to us using the contact details below:

Our customer service team is available Monday through Friday, 9:00 AM to 6:00 PM (local time). We strive to respond to all inquiries within 1–2 business days. For urgent matters related to food safety or health concerns, please contact us immediately and reference "URGENT" in your subject line.

11. Policy Updates

Cafe Rio reserves the right to update or modify this Refund Policy at any time without prior notice. Changes will be effective immediately upon posting to our website at riosscafe.click. The date at the top of this page will reflect the most recent revision. We encourage customers to review this policy periodically to stay informed of any changes. Continued use of our services following any modification constitutes your acceptance of the updated terms.

This policy was last reviewed and updated on March 29, 2026, and is effective as of the same date.