Refund Policy

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

By placing an order through our website at cafexrio.top, in-store, or via any other channel, you agree to the terms set forth in this Refund Policy. This policy is governed by applicable United States federal and state consumer protection laws, including the Federal Trade Commission (FTC) Act.

1. Eligibility Conditions for Refunds

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

• Incorrect Order: You received an item that is different from what you ordered.
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food item received was spoiled, undercooked, overcooked, or otherwise not prepared to an acceptable standard.
• Allergic Reactions Due to Mislabeling: If you specifically requested the exclusion of an allergen and the food was prepared incorrectly, resulting in an allergic reaction or potential health concern.
• Order Not Received: Your order was never delivered and has been confirmed as lost or undelivered by our system or delivery partner.
• Duplicate Charges: You were charged more than once for the same order due to a technical or payment processing error.

Refund eligibility is assessed on a case-by-case basis. Cafe Rio reserves the right to request photographic evidence or additional information to process a refund claim.

2. Timeframes for Refund Requests

To be eligible for a refund, you must report the issue within the timeframes specified below:

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

3. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds. These include, but are not limited to:

• Change of Mind: Refunds are not issued simply because you changed your mind after placing an order for food that was correctly prepared.
• Customized Orders: Items that were specially prepared according to specific customer instructions (e.g., dietary preferences, custom toppings) and were prepared correctly are non-refundable.
• Partially Consumed Items: Food items that have been largely consumed cannot be refunded, except in cases of documented quality issues.
• Promotional or Discounted Items: Items purchased at a significant discount through special promotions may be non-refundable unless there is a quality or fulfillment issue.
• Gift Cards and Vouchers: Once purchased, gift cards and promotional vouchers are non-refundable and cannot be exchanged for cash.
• Delivery Fees: Delivery fees are generally non-refundable unless the non-delivery was due to an error on the part of Cafe Rio or its delivery partners.
• Service Charges and Tips: Service charges applied to orders and any tips provided to staff are non-refundable.

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

If you believe your order qualifies for a refund based on the conditions described above, please follow the steps outlined below:

1. Step 1 — Gather Your Information: Before contacting us, please have the following ready:
   • Your order number or confirmation email
   • The date and time of your order
   • A description of the issue
   • Photographs of the food item(s) in question (if applicable)
   • Your preferred refund method
2. Step 2 — Contact Us: Reach out to our customer support team via one of the following methods:
   • Email: [email protected]
   • Website: cafexrio.top
3. Step 3 — Submit Your Claim: Provide all required details as requested by our support team. Incomplete submissions may delay the processing of your refund.
4. Step 4 — Review Process: Our team will review your claim within 2 to 3 business days and may follow up for additional information or clarification.
5. Step 5 — Resolution Notification: You will be notified via email of the outcome of your refund request. If approved, the refund will be processed according to the timeframes listed in Section 5 of this policy.

5. Refund Processing Times by Payment Method

Once a refund has been approved, processing times may vary depending on the original payment method used:

Please note that Cafe Rio initiates refunds promptly upon approval; however, the final processing time depends on your financial institution or payment provider. We are not responsible for delays caused by third-party payment processors or banks.

6. Partial Refunds

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

• Only a portion of your order was missing or incorrect, while the rest of the order was delivered accurately.
• The food item was partially consumed before a quality issue was identified.
• A discount or promotional pricing was applied at the time of purchase, affecting the refundable amount.
• A delivery fee or service charge was paid and the issue relates only to the food items, not the delivery service itself.
• Multiple items were ordered and only one item fails to meet quality standards.

The amount of a partial refund will be determined based on the specific circumstances and the value of the affected item(s) in relation to the total order. Our customer service team will communicate the partial refund amount to you before it is processed.

7. Exchange Policy

Due to the perishable nature of food products, exchanges are handled differently from traditional retail exchanges. The following exchange guidelines apply:

• In-Store Orders: If your in-store order was prepared incorrectly, we will remake the item at no additional charge, provided the issue is reported before you leave the premises or immediately upon discovery.
• Delivery and Takeout Orders: For delivery or takeout orders where an item was prepared incorrectly, we may offer a replacement item to be delivered or picked up at a mutually agreed time, subject to availability.
• Preference-Based Exchanges: Exchanges based solely on personal preference (e.g., you ordered a dish but now prefer something else) are not permitted. In such cases, a new order must be placed at standard pricing.
• Non-Food Item Exchanges: Any merchandise sold by Cafe Rio (e.g., branded items, merchandise) may be exchanged within 14 days of purchase, provided the item is unused and in its original packaging.

Exchanges are subject to product availability at the time of the request. Cafe Rio reserves the right to offer a store credit or refund in lieu of an exchange if the requested item is unavailable.

8. Cancellation Policy

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

8.1 Online and Phone Orders

• Before Preparation Begins: Orders may be cancelled for a full refund if the cancellation request is received before kitchen preparation has commenced. This window is typically within 5 minutes of placing the order.
• After Preparation Has Begun: Once your order is being prepared, cancellations may not be accepted, or a cancellation fee may apply. In such cases, a partial refund or store credit may be offered at the discretion of Cafe Rio.
• Scheduled / Pre-Orders: For pre-orders scheduled for a future date or time, cancellations must be made at least 2 hours before the scheduled order time to receive a full refund.

8.2 Catering and Large Group Orders

• Catering orders or large group orders require a minimum of 48 hours' notice for cancellation to receive a full refund.
• Cancellations made between 24 and 48 hours before the scheduled time may be subject to a cancellation fee of up to 25% of the total order value.
• Cancellations made less than 24 hours before the scheduled time may be subject to a cancellation fee of up to 50% of the total order value.
• No refunds will be issued for catering order cancellations made on the day of the event unless Cafe Rio is unable to fulfill the order.

8.3 Subscription or Meal Plan Orders

If Cafe Rio offers any meal plan or subscription-based services, cancellations must be submitted at least 7 days before the next billing cycle. Cancellations submitted after this period will take effect in the following billing cycle, and no prorated refunds will be issued for the current period.

9. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Cafe Rio provides a structured dispute resolution process to ensure that all customer concerns are addressed fairly and efficiently.

9.1 Internal Review

If you disagree with our initial decision regarding your refund request, you may escalate the matter by requesting an internal review. To do so:

1. Send a written request to [email protected] with the subject line "Refund Dispute — [Your Order Number]."
2. Clearly state the reasons why you believe the initial decision was incorrect and include any supporting documentation or evidence.
3. Our management team will review your case within 5 business days and provide a final written response.

9.2 Chargeback Rights

As a customer in the United States, you have the right to dispute a charge with your credit card company or bank if you believe you have been charged incorrectly. This right is protected under the Fair Credit Billing Act (FCBA). However, we encourage you to contact us first, as we are committed to resolving disputes quickly and fairly without the need for a formal chargeback.

9.3 Consumer Protection Resources

If you feel that your consumer rights have been violated, you may contact the following organizations:

• Federal Trade Commission (FTC): www.ftc.gov
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your state's Attorney General Office for local consumer protection inquiries.

9.4 Governing Law

This Refund Policy and any disputes arising from it shall be governed by and construed in accordance with the laws of the United States of America. Any disputes that cannot be resolved informally will be subject to binding arbitration or litigation in the appropriate jurisdiction, in accordance with applicable federal and state law.

10. Changes to This Refund Policy

Cafe Rio reserves the right to update or modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website at cafexrio.top. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage customers to review this policy periodically to stay informed about our refund practices.

Continued use of our services following the posting of any changes to this policy constitutes your acceptance of those changes.

11. Contact Information for Refund Requests

For all refund-related inquiries, cancellations, or concerns, please contact our customer support team using the information below. We are committed to responding to all inquiries in a timely and professional manner.

Our customer support team is available during standard business hours. We aim to respond to all email inquiries within 1 to 2 business days. For urgent matters, we recommend reaching out via email with a clear subject line indicating the nature of your request.