Refund Policy

At Cafe Rio, we are committed to delivering a satisfying dining and ordering experience to every customer. We understand that there are occasions when an order may not meet your expectations, and we want to make the process of requesting a refund as straightforward and transparent as possible. Please read this Refund Policy carefully before placing an order through our website at cafexrio.digital or through any other channel we operate.

This policy applies to all purchases made through our online ordering platform, in-person transactions, and any third-party delivery services directly managed by Cafe Rio. By placing an order with us, you agree to the terms outlined in this Refund Policy.

1. Eligibility Conditions for Refunds

We want every customer to be fully satisfied with their experience. A refund may be issued under the following circumstances:

• Incorrect Order: You received an item that is different from what you ordered (e.g., wrong protein, wrong size, missing customization).
• Missing Items: One or more items from your order were not included at the time of delivery or pickup.
• Food Quality Issues: The food you received was spoiled, undercooked, overcooked, or otherwise not fit for consumption.
• Allergen Concerns: An ingredient you specifically requested to be excluded was included in your order, posing a health or allergen risk.
• Order Not Received: Your delivery order was never delivered within the estimated delivery timeframe and was confirmed as lost or undelivered by our records.
• Duplicate Charges: You were charged more than once for the same order due to a technical or processing error.
• Service Failure: A significant failure in service occurred that directly impacted the quality or completeness of your order.

Refund eligibility will be assessed on a case-by-case basis. Cafe Rio reserves the right to request supporting documentation, including photographs of the food received, order confirmation numbers, or receipts, before processing a refund.

2. Timeframes for Refund Requests

To ensure a fair and efficient resolution process, refund requests must be submitted within the following timeframes:

Requests submitted outside these timeframes may not be eligible for a full refund. We strongly encourage customers to inspect their orders upon receipt and contact us immediately if any issue is identified.

3. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds. Please review the following list carefully:

• Change of Mind: Refunds will not be issued simply because you changed your mind after placing or receiving an order.
• Partially Consumed Food: If more than 50% of the food item has been consumed, it will not be eligible for a refund unless a documented food safety concern is raised.
• Customization Errors by the Customer: If you selected the incorrect options, toppings, or modifications at the time of ordering, we are not liable for a refund.
• Promotional or Discounted Items: Items purchased as part of a limited-time promotion, bundled offer, or discount code may be subject to separate terms and may not qualify for a standard refund.
• Gift Cards and Store Credits: Purchases of gift cards are non-refundable. Store credits issued as compensation are non-transferable and cannot be redeemed for cash.
• Catering Deposits: Non-refundable deposits paid to secure catering services or large group orders are not eligible for refund once confirmed, except where Cafe Rio cancels the service.
• Delivery Fees: Delivery fees paid at the time of order are generally non-refundable unless the delivery failure was caused entirely by Cafe Rio or its delivery partners.

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

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

1. Step 1 — Gather Your Information: Locate your order confirmation number, receipt, or transaction ID. If applicable, take clear photographs of the incorrect, missing, or substandard food items.
2. Step 2 — Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: cafexrio.digital
3. Step 3 — Describe the Issue: In your message or form submission, clearly explain the nature of the issue. Include the following details:
   • Full name used when placing the order
   • Order confirmation number or receipt number
   • Date and time of the order
   • Specific item(s) involved in the complaint
   • A detailed description of the problem
   • Any photographs or supporting documentation (if applicable)
4. Step 4 — Review Process: Once your refund request is received, our team will review it and respond within 2 business days. We may contact you for additional information during this review period.
5. Step 5 — Resolution: After reviewing your case, we will inform you whether your refund has been approved, partially approved, or denied. If approved, we will initiate the refund to your original payment method or issue store credit, depending on the situation.

5. Refund Processing Times by Payment Method

Once a refund has been approved, processing times will vary depending on the payment method used at the time of purchase:

Please be aware that while we process refunds promptly on our end, the time for funds to appear in your account is ultimately determined by your bank or financial institution. We are not responsible for delays caused by banking processing times beyond our control.

6. Partial Refunds

In certain situations, a partial refund may be issued rather than a full refund. Partial refunds may apply when:

• Only one or a few items in a multi-item order were affected by the issue, and the remaining items were satisfactory.
• The food item was partially consumed prior to the discovery of the quality issue.
• The order issue was a result of both a customer error and a preparation error, where shared responsibility is determined.
• A complimentary item or discount was already applied to the order, and the refund amount is adjusted accordingly.
• A promotional or reduced-price item is involved, and the refund is calculated based on the actual amount paid rather than the full menu price.

The specific amount of a partial refund will be calculated fairly and communicated to you before it is processed. You have the right to dispute this determination through our dispute resolution process described in Section 9 of this policy.

7. Exchange Policy

In certain situations, rather than issuing a monetary refund, Cafe Rio may offer a replacement or exchange as the preferred resolution. Our exchange policy works as follows:

• Incorrect Items: If you received the wrong item, we will prepare and deliver (or make available for pickup) the correct item at no additional charge, subject to availability.
• Missing Items: Missing items from an order may be fulfilled as a replacement on your next order or delivered promptly if the circumstances allow.
• Quality Concerns: If a food item does not meet our quality standards, we may offer to replace it with the same or a comparable item.

Exchanges are subject to availability and may not always be possible, particularly for time-sensitive orders or out-of-stock items. In such cases, a refund or store credit will be offered instead.

8. Cancellation Policy

We understand that plans can change. The following cancellation terms apply to orders placed through our platform:

8.1 Standard Online and Mobile Orders

• Orders may be cancelled for a full refund within 5 minutes of placement, provided the order has not yet entered the preparation phase.
• Once an order is confirmed as being prepared in our kitchen, cancellations are no longer accepted, and no refund will be issued.

8.2 Scheduled or Pre-Orders

• Pre-orders and scheduled orders may be cancelled with a full refund up to 2 hours before the scheduled pickup or delivery time.
• Cancellations made less than 2 hours before the scheduled time may be subject to a cancellation fee of up to 50% of the order total.

8.3 Catering and Large Group Orders

• Catering orders must be cancelled at least 48 hours in advance for a full refund of any pre-payment made (excluding non-refundable deposits).
• Cancellations made between 24 and 48 hours before the scheduled event will receive a 50% refund of the pre-payment.
• Cancellations made less than 24 hours before the event will forfeit all pre-payments made, including any deposits.

9. Dispute Resolution Process

If you are dissatisfied with the outcome of your refund request, or if you believe your concern was not adequately addressed, you have the right to escalate the matter through our dispute resolution process.

9.1 Internal Escalation

Contact our customer support team at [email protected] and request that your case be escalated to a senior team member or manager. Please reference your original refund request number or case ID when escalating. We will respond to escalated disputes within 3 business days.

9.2 Chargeback Rights

As a consumer in the United States, you have the right to contact your credit card issuer or bank to initiate a chargeback for qualifying transactions. Under the Fair Credit Billing Act (FCBA) and relevant consumer protection provisions enforced by the Federal Trade Commission (FTC), consumers may dispute charges that are unauthorized, fraudulent, or related to goods or services not received as described.

We encourage customers to attempt to resolve disputes directly with us before initiating a chargeback, as we are committed to finding fair resolutions. However, we fully respect your legal rights as a consumer.

9.3 Third-Party Mediation

If an internal resolution cannot be reached, both parties may agree to seek resolution through a neutral third-party mediator. The costs of mediation will be shared equally unless otherwise agreed.

9.4 Applicable Law

This Refund Policy is governed by the laws of the United States and the applicable state laws where the transaction took place. Any legal proceedings related to this policy shall be conducted in the appropriate courts of jurisdiction.

10. Consumer Rights Under U.S. Law

Cafe Rio respects the rights of all consumers under applicable United States federal and state laws. Relevant protections include:

• Federal Trade Commission (FTC) Act: Prohibits unfair or deceptive acts or practices in commerce. Cafe Rio is committed to honest and transparent business practices.
• Fair Credit Billing Act (FCBA): Provides consumers with the right to dispute billing errors on credit card statements.
• State-Specific Consumer Protection Laws: Depending on your state of residence, you may have additional consumer rights. For example, California residents may have additional protections under the California Consumer Privacy Act (CCPA/CPRA) and California's consumer protection statutes.

Nothing in this Refund Policy is intended to limit or override your statutory rights under applicable law.

11. Policy Updates

Cafe Rio reserves the right to update, modify, or revise this Refund Policy at any time. Changes will be effective immediately upon posting to our website at cafexrio.digital. We encourage customers to review this policy periodically to stay informed of any changes. Continued use of our services after any updates constitutes acceptance of the revised policy.

12. Contact Information

For all refund requests, questions, or concerns related to this policy, please contact our customer support team through any of the following channels:

Our customer support team is available to assist you and strives to respond to all inquiries within 2 business days. We value your business and are dedicated to ensuring every interaction with Cafe Rio is a positive one.