Refund Policy

Effective Date: April 8, 2026  |  Last Updated: April 8, 2026

1. Introduction

At Cafe Rio, we are deeply committed to delivering a high-quality dining and ordering experience to every customer. We take great pride in the freshness and preparation of our food, and we strive to ensure complete satisfaction with every order placed through our website or in-store location. However, we understand that there are occasions when a refund or exchange may be necessary.

This Refund Policy explains the conditions under which refunds, partial refunds, exchanges, and cancellations are granted, as well as the process for submitting a refund request. This policy is governed by applicable United States federal and state consumer protection laws, including regulations enforced by the Federal Trade Commission (FTC) under the FTC Act.

If you have any questions about this policy, please contact us directly using the information provided at the end of this document.

2. Eligibility Conditions for Refunds

To be eligible for a refund, your request must meet the following criteria:

• The refund request must be submitted within the applicable timeframe described in Section 3 of this policy.
• The order must have been placed directly through our official website (scafe-rio.click) or at one of our physical locations.
• The item(s) in question must be defective, incorrect, or significantly different from what was described at the time of ordering.
• You must provide valid proof of purchase, such as an order confirmation number, receipt, or transaction ID.
• The issue must not have been caused by customer error (e.g., incorrect customization choices submitted by the customer).
• Food items must not have been substantially consumed before the complaint is raised. Refunds are not available for items that have been more than 50% consumed unless a documented quality issue is identified.

Cafe Rio reserves the right to review each refund request on a case-by-case basis and may request additional information or photographic evidence to support a claim before approving a refund.

3. Timeframes for Refund Requests

Refund requests must be submitted within the following timeframes to be considered eligible:

Requests submitted after these timeframes will not be eligible for a refund unless exceptional circumstances can be demonstrated and verified at the sole discretion of Cafe Rio management.

4. Non-Refundable Items and Services

The following items and services are not eligible for refunds under any circumstances:

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

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

1. Gather Your Information: Collect your order confirmation number, date and time of purchase, item(s) in question, and a clear description of the issue. If applicable, take photographs of the food item(s) showing the defect or discrepancy.
2. Contact Cafe Rio: Reach out to our customer support team via email at [email protected] or through the contact form on our website at scafe-rio.click. Phone contact may also be used if available during business hours.
3. Submit Your Claim: In your message, include:
   • Full name and contact information
   • Order number or receipt reference
   • Description of the problem
   • Preferred resolution (refund, replacement, or store credit)
   • Photographic evidence (if applicable)
4. Await Confirmation: Our customer service team will acknowledge your request within 2 business days and may follow up with additional questions or requests for documentation.
5. Resolution Decision: Once the review is complete, you will be notified of the outcome within 5 business days of initial submission. If your refund is approved, you will receive information on how and when the refund will be processed.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive the funds will depend on the original payment method used:

Please note that while Cafe Rio initiates refunds promptly upon approval, the time it takes for the funds to appear in your account is determined by your bank or payment provider and is beyond our control. If you have not received your refund within the stated timeframe, we recommend contacting your financial institution before reaching out to us.

7. Partial Refunds

A partial refund may be issued in the following situations:

• Only a portion of the items in an order were incorrect or defective, and the remaining items were received satisfactorily.
• A food item was partially consumed before a quality issue was identified, and the issue is verifiable.
• The customer received a correct order but reported dissatisfaction with taste or personal preference — in such cases, a goodwill partial refund or store credit may be offered at the discretion of management.
• An order was partially fulfilled due to item unavailability, and no prior notification was provided to the customer.
• A discount or promotional code was applied, and only the net amount paid is eligible for refund.

The amount of a partial refund will be calculated based on the value of the affected item(s) relative to the total order and the extent of the issue reported. Store credit may be offered as an alternative to a monetary partial refund.

8. Exchange Policy

Cafe Rio is pleased to offer exchanges in circumstances where an incorrect item was prepared or delivered. Our exchange policy is as follows:

• Incorrect Items: If you received an item different from what you ordered, we will arrange to replace the item at no additional charge. You may be required to return or dispose of the original incorrect item and provide confirmation.
• Defective or Unsatisfactory Items: If an item fails to meet our quality standards upon reasonable inspection, we will offer an exchange for the same item or a comparable menu item of equal or lesser value.
• Availability: Exchanges are subject to item availability. If the original item is no longer available, a refund or store credit will be issued instead.
• In-Store Exchanges: For in-store orders, exchanges must be requested at the point of purchase on the same day. Please speak directly with a Cafe Rio team member or manager.
• Online Order Exchanges: Exchange requests for online orders must be submitted via email to [email protected] within 24 hours of delivery or pickup.

Exchanges are not available for items that were customized to specific instructions and prepared correctly according to those instructions.

9. Cancellation Policy

We understand that plans can change. Our cancellation policy is designed to be fair while accounting for the nature of freshly prepared food orders:

9.1 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 food preparation has begun. Once preparation has started, cancellations are generally not accepted, and a refund will not be issued.

9.2 Catering and Bulk Orders

For catering and large bulk orders, the following cancellation terms apply:

9.3 Pre-Ordered Meals and Scheduled Pickups

Pre-ordered meals and scheduled pickups may be cancelled up to 1 hour before the scheduled pickup time for a full refund. Cancellations made within 1 hour of the scheduled pickup time will not be eligible for a refund, as food preparation will already be underway.

9.4 How to Cancel

To cancel an order, please contact us immediately at [email protected] with your order number and cancellation request. Cancellations made via phone or in-person at our location during business hours will also be accepted if submitted within the applicable window.

10. Dispute Resolution Process

If you are not satisfied with the outcome of a refund request, Cafe Rio is committed to resolving disputes fairly and efficiently. The following process outlines the steps available to you:

1. Step 1 – Internal Review: Submit a formal written complaint to [email protected] clearly stating the nature of your dispute, the refund request previously submitted, and the reason you believe the outcome was incorrect. Our management team will review your complaint within 7 business days.
2. Step 2 – Escalation: If the issue remains unresolved after the internal review, you may request escalation to a senior management representative, who will respond within an additional 5 business days.
3. Step 3 – Third-Party Mediation: In the event that internal resolution efforts are unsuccessful, both parties agree to attempt resolution through a mutually agreed-upon, neutral third-party mediator prior to pursuing formal legal action.
4. Step 4 – Consumer Protection Channels: You have the right to file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or your applicable state consumer protection agency if you believe your consumer rights have been violated.
5. Step 5 – Legal Action: If all other avenues have been exhausted, disputes may be resolved through binding arbitration or in the appropriate court of law as governed by the laws of the United States and the state in which Cafe Rio operates.

11. Chargebacks and Payment Disputes

We strongly encourage customers to contact us directly before initiating a chargeback with their bank or credit card provider. Chargebacks initiated without prior communication may delay the resolution process and could affect your ability to place future orders with Cafe Rio.

If a chargeback is filed, we reserve the right to provide your bank or card issuer with documentation related to your order and any prior communications in order to dispute the chargeback if we believe it is not warranted. Fraudulent chargebacks may be reported to the appropriate authorities.

12. Changes to This Refund Policy

Cafe Rio reserves the right to update or modify this Refund Policy at any time without prior notice. Any changes will be effective immediately upon posting to our website at scafe-rio.click. 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 updates.

Continued use of our website or services following any changes to this policy constitutes your acceptance of the revised terms.

13. Contact Information for Refund Requests

For all refund requests, cancellations, exchanges, or general inquiries related to this policy, please contact us using the following details:

When contacting us, please include your full name, order number, date of purchase, a description of the issue, and your preferred resolution. Providing complete and accurate information will help us process your request as quickly as possible.