Refund Policy

At Cafe Rio, we are committed to providing our customers with high-quality food and a satisfying 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 refunds, exchanges, and cancellations are handled. By placing an order or making a purchase with us, you agree to the terms described in this policy.

1. General Policy Overview

Cafe Rio strives to ensure that every customer receives fresh, accurately prepared food that meets our quality standards. Because food products are perishable and prepared to order, our refund policy is designed to be fair while acknowledging the unique nature of food service transactions. We comply with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act, which protects consumers against unfair or deceptive business practices.

This policy applies to all orders placed through our website at cafess-rio.click, by phone, or in person at our establishment. Please read this policy carefully before placing your order.

2. Eligibility Conditions for Refunds

A refund may be issued under the following eligible circumstances:

• 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.
• Food Quality Issues: The food received was spoiled, contaminated, or in a condition that makes it unfit for consumption.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical error.
• Order Not Received: You did not receive your order and it was confirmed lost or undelivered by our delivery team or third-party delivery partner.
• Significant Preparation Errors: Your food was significantly different from what was described on the menu (e.g., wrong protein, missing a major component of a dish).

To be eligible for a refund, you must contact us within the timeframes specified below and provide adequate proof of the issue, such as photographs of the incorrect or unsatisfactory food, your order confirmation number, and a description of the problem.

3. Timeframes for Refund Requests

All refund requests must be submitted within the following timeframes:

Refund requests submitted after the applicable timeframe will be reviewed on a case-by-case basis and may be denied at our discretion. We strongly encourage all customers to review their orders upon receipt and contact us promptly if there is an issue.

4. 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 will not be issued simply because you changed your mind after placing an order, particularly once food preparation has begun.
• Customization Errors by Customer: If the error in your order was the result of incorrect information or customization instructions you provided at the time of ordering, a refund will not be granted.
• Partially Consumed Food: Food that has been mostly consumed will generally not qualify for a full refund unless a genuine quality or safety issue is reported.
• Promotional or Free Items: Items provided as part of a promotion, coupon, or complimentary offer are not eligible for monetary refunds.
• Gift Cards and Store Credits: Gift card purchases are final and non-refundable, though they may be used toward future purchases.
• Delivery Fees: Delivery fees are non-refundable unless the order was never delivered due to an error on our part.
• Service Charges and Gratuities: Any mandatory service charges or tips added to your order are non-refundable.

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

To initiate a refund request, please follow these steps:

1. Step 1 – Contact Us Promptly: Reach out to our customer support team as soon as you identify an issue. You can contact us by email at [email protected] or by visiting our website at cafess-rio.click.
2. Step 2 – Provide Your Order Details: Include your full name, order confirmation number, date of the order, and the item(s) in question. This information allows us to locate your order quickly.
3. Step 3 – Describe the Issue: Clearly explain the problem you experienced. Be as specific as possible — for example, "I ordered a chicken burrito but received a beef burrito" or "My order was missing a side of rice."
4. Step 4 – Submit Supporting Evidence: Where applicable, attach photographs of the incorrect, missing, or unsatisfactory items. Visual evidence greatly assists us in processing your claim efficiently.
5. Step 5 – Await Confirmation: Our team will acknowledge your request within 1–2 business days and begin the review process.
6. Step 6 – Resolution: Once your request has been reviewed and approved, we will notify you of the outcome and process your refund or issue store credit within the timeframes outlined in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the processing time will depend on your original payment method:

Please be aware that while we process refunds promptly on our end, the time it takes for the funds to appear in your account is subject to your bank or financial institution's processing policies, which are outside of our control.

7. 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 some items in an order were affected by the issue (e.g., one out of three items was incorrect).
• The food was partially consumed before the issue was discovered.
• The issue reported is a minor discrepancy rather than a significant error (e.g., a small portion difference rather than a completely wrong item).
• A discount, coupon, or promotional credit was already applied to the affected items.

The amount of a partial refund will be calculated based on the value of the affected items, minus any applicable discounts already applied. Our team will communicate the partial refund amount to you before processing.

8. Exchange Policy

In many cases, rather than issuing a monetary refund, Cafe Rio may offer to replace or re-prepare your order as a resolution. Our exchange policy operates as follows:

• In-Store Orders: If you dine in and receive an incorrect or unsatisfactory item, please notify your server or a manager immediately. We will re-prepare your meal at no additional charge.
• Pickup Orders: If you discover an error upon returning home, please contact us within 24 hours. We will offer you a replacement item on your next visit or apply store credit to your account.
• Delivery Orders: Due to the logistics involved in delivery, re-delivery of a corrected item may not always be possible. In such cases, we will offer a refund or store credit as an alternative.

Exchanges are subject to item availability. If a specific menu item is unavailable, we will work with you to find a suitable alternative or process a refund for the affected item.

9. Cancellation Policy

We understand that plans change, and we aim to accommodate cancellation requests wherever possible. Please review our cancellation terms carefully:

9.1 Online and Phone Orders

Orders may be cancelled without penalty if the cancellation request is submitted within 10 minutes of placing the order and before food preparation has begun. Once our kitchen team begins preparing your food, cancellations may not be accepted, and a refund may not be available.

9.2 Pre-Orders and Catering Orders

For pre-orders and catering orders, the following cancellation terms apply:

9.3 How to Cancel an Order

To cancel your order, please contact us immediately via email at [email protected] or through our website at cafess-rio.click. Please include your order confirmation number and the reason for cancellation in your message.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, or if you believe your concern has not been adequately addressed, you have the following options for dispute resolution:

10.1 Internal Escalation

You may request that your case be escalated to a senior member of our management team for further review. To do so, please send a written request to [email protected] with the subject line "Refund Dispute – Escalation Request," along with all relevant documentation and your original case reference number.

10.2 Consumer Protection Agencies

As a customer in the United States, you have the right to file a complaint with relevant consumer protection bodies if you believe your rights have been violated. These include:

• Federal Trade Commission (FTC): www.ftc.gov
• Your State Attorney General's Office: Most states maintain consumer protection divisions that handle complaints regarding business practices.
• Better Business Bureau (BBB): www.bbb.org

10.3 Chargeback Rights

You may also have the right to dispute a charge with your bank or credit card issuer. However, we encourage you to contact us directly first, as we are committed to resolving issues fairly and promptly. Initiating a chargeback without first attempting resolution through our support team may delay the process.

10.4 Informal Resolution

We strongly prefer to resolve all disputes directly and amicably with our customers. Our customer support team is trained to handle all refund-related matters with professionalism and care. The vast majority of disputes are resolved quickly when customers contact us directly with their concerns.

11. Fraud Prevention

Cafe Rio takes fraudulent refund claims seriously. Any individual found to be submitting false or exaggerated claims for refunds, including fabricating order issues or misrepresenting their experience, may have their account suspended and may be reported to appropriate authorities. We reserve the right to decline refund requests that we determine, in our reasonable judgment, to be fraudulent or made in bad faith.

12. Modifications to This Policy

Cafe Rio reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on our website at cafess-rio.click and will take effect immediately upon publication. We encourage customers to review this policy periodically. Continued use of our services following any changes constitutes your acceptance of the revised policy.

13. Contact Information for Refund Requests

For all refund-related inquiries, cancellations, exchanges, or disputes, please contact our customer support team using the details below. We aim to respond to all inquiries within 1–2 business days.