Refund Policy

Effective Date: April 22, 2026  |  Last Updated: April 22, 2026

1. Introduction

This Refund Policy applies to all customers who place orders, make reservations, purchase gift cards, or engage with any service offered by Cafe Rio, accessible at cafenrio.rest and at our physical location(s) across the United States. By placing an order or using any of our services, you acknowledge and agree to the terms set forth in this policy.

We are committed to delivering high-quality food and excellent customer service. However, we understand that issues may arise, and we have established this policy to address those situations in a fair and transparent manner. This policy is governed by applicable United States federal and state consumer protection laws, including the Federal Trade Commission Act (FTC Act) and applicable state regulations.

If you have any questions about this policy, please contact us at:

• Email: [email protected]
• Website: cafenrio.rest

2. Eligibility Conditions for Refunds

Not all purchases automatically qualify for a refund. The following conditions must be met for a refund request to be considered eligible:

2.1 Qualifying Circumstances

• The order received was incorrect (wrong items delivered or prepared).
• The food item(s) were spoiled, contaminated, or otherwise unfit for consumption at the time of delivery or pickup.
• A confirmed duplicate charge was processed for a single order.
• The order was never received, and non-delivery has been confirmed by our team or the third-party delivery service.
• A significant portion of the order was missing, and this was verified by our customer service team.
• A technical error on our platform (cafenrio.rest) resulted in an incorrect charge.
• Catering or group orders that were cancelled within the allowable cancellation window (see Section 8).

2.2 Non-Qualifying Circumstances

Refunds will generally not be issued in the following situations:

• Customer simply changed their mind after the order was prepared or delivered.
• The order was placed incorrectly by the customer and has already been prepared.
• Dissatisfaction based on personal taste preferences that do not indicate a quality defect.
• Delay in delivery caused by circumstances beyond our control (traffic, weather, third-party delivery issues).
• Partially consumed items returned without a valid quality complaint.
• Failure to pick up a scheduled order within the designated pickup window (unless due to an error on our part).

3. Timeframes for Refund Requests

Timeliness is critical when submitting a refund request. The following timeframes apply:

Requests submitted outside of these timeframes may not be honored. We encourage customers to inspect their orders promptly upon receipt and contact us immediately if any issues are identified.

4. Non-Refundable Items and Services

The following items and services are explicitly non-refundable under all circumstances:

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

To initiate a refund request, please follow these steps carefully. Incomplete requests may result in delays.

1. Step 1 — Contact Us Promptly: Reach out to our customer service team as soon as possible within the applicable timeframe. You may contact us by email at [email protected] or by visiting our website at cafenrio.rest.
2. Step 2 — Provide Order Details: Include the following information in your request:
   • Full name and contact information used to place the order
   • Order number or confirmation number
   • Date and time of the order
   • Method of payment used
   • A clear description of the issue or reason for the refund request
3. Step 3 — Provide Supporting Documentation: Where applicable, attach photographs of the incorrect, spoiled, or missing items. This significantly assists our team in reviewing and resolving your request quickly.
4. Step 4 — Await Confirmation: Our customer service team will acknowledge receipt of your request within 1–2 business days and may reach out for additional information if necessary.
5. Step 5 — Review and Decision: We will review your request thoroughly and notify you of our decision within 3–5 business days of receiving all required information.
6. Step 6 — Refund Issued (if approved): If your refund is approved, it will be processed to the original payment method within the timeframes outlined in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved, please allow the following processing times depending on your original method of payment:

Note: Processing times may vary depending on your financial institution. Cafe Rio is not responsible for delays caused by banks or payment processors once the refund has been initiated from our end.

7. Partial Refunds

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

• Only a portion of the order was incorrect, missing, or defective.
• A large order was partially consumed before a quality issue was discovered, and only the affected portion qualifies for a refund.
• A catering or group order was cancelled after partial preparation had already begun.
• A promotional discount was applied to the original order, and the refund will be calculated based on the actual amount paid.
• A service fee or non-refundable component is included in the total order amount.

The amount of any partial refund will be determined by our customer service team on a case-by-case basis and communicated to the customer before processing.

8. Cancellation Policy

Customers wishing to cancel an order must do so within the following timeframes to be eligible for a full refund:

8.1 Standard Orders (Dine-In / Takeout / Delivery)

Standard food orders may be cancelled within 5 minutes of placement, provided that preparation has not yet begun. Once preparation has started, cancellations will not be accepted and no refund will be issued.

8.2 Catering and Large Group Orders

8.3 Online Orders Placed Through cafenrio.rest

Online orders may be cancelled through your account or by contacting us directly at [email protected]. Cancellations are only accepted before the order status changes to "In Preparation." Once the order is being prepared, it cannot be cancelled and no refund will be issued for the food items.

9. Exchange Policy

Due to the perishable nature of food products, we do not offer direct item-for-item exchanges in the traditional retail sense. However, in cases where an incorrect item was provided, we will offer one of the following remedies at our discretion:

• Replacement: We will prepare and deliver the correct item at no additional charge if feasible within a reasonable timeframe.
• Store Credit: A credit equal to the value of the incorrect item will be applied to your Cafe Rio account for use on a future order.
• Full or Partial Refund: In cases where replacement is not feasible, a refund for the affected item(s) will be issued.

The appropriate remedy will be determined by our customer service team in consultation with the customer. We aim to resolve all such situations promptly and to the customer's reasonable satisfaction.

10. Dispute Resolution Process

We hope that all concerns can be resolved directly with our customer service team. However, if you are not satisfied with the outcome of your refund request, the following dispute resolution process applies:

10.1 Internal Escalation

If you are not satisfied with the initial response from our customer service team, you may request escalation to a senior manager. Please clearly indicate in your communication that you wish to escalate your concern. We will respond to escalated matters within 5 business days.

10.2 Chargeback and Payment Processor Disputes

Customers have the right to dispute a charge with their bank or credit card provider if they believe a transaction was unauthorized or if a legitimate refund was not honored. Under the Fair Credit Billing Act (FCBA), credit card holders have the right to dispute billing errors. We encourage customers to attempt to resolve disputes directly with us before initiating a chargeback, as this allows for faster resolution.

10.3 Consumer Protection Resources

If you believe your consumer rights have been violated, you may also contact the following agencies:

• Federal Trade Commission (FTC): www.ftc.gov or 1-877-FTC-HELP (1-877-382-4357)
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your State Attorney General's Office for state-specific consumer protection claims
• Better Business Bureau (BBB): www.bbb.org

10.4 Governing Law

This Refund Policy is governed by the laws of the United States of America and applicable state laws. Any disputes arising from this policy shall be resolved in accordance with applicable federal and state law. The FTC Act governs our obligations with respect to unfair or deceptive trade practices.

11. Policy Amendments

Cafe Rio reserves the right to modify this Refund Policy at any time. Any changes will be posted on our website at cafenrio.rest with an updated effective date. Your continued use of our services after any modification constitutes your acceptance of the updated policy. We encourage you to review this page periodically to stay informed.

12. Contact Information for Refund Requests

For all refund requests, cancellations, exchanges, or related inquiries, please contact our customer service team using the information below. We strive to respond to all inquiries within 1–2 business days.

This Refund Policy was last updated on April 22, 2026. © 2026 Cafe Rio. All rights reserved. | cafenrio.rest