Refund Policy

At Cafe Rio, we are committed to providing our customers with the highest quality food and service. We understand that sometimes issues arise, and we want to ensure that every customer has a satisfying experience. This Refund Policy outlines the terms and conditions under which we accept refund requests, process returns, and handle disputes. Please read this policy carefully before placing your order.

This policy applies to all purchases made through our website cafessrio.click, via phone, or in person at our location. By placing an order with Cafe Rio, you agree to the terms set forth in this Refund Policy.

1. Our Commitment to Customer Satisfaction

Cafe Rio takes great pride in delivering fresh, high-quality food to our customers. Every order is prepared with care and attention to detail. However, we recognize that there may be occasions where an order does not meet your expectations due to errors, quality concerns, or other unforeseen circumstances. In such cases, we are dedicated to making things right in a fair, timely, and transparent manner.

Our refund policy is designed in accordance with consumer protection standards applicable in the United States, including guidelines enforced by the Federal Trade Commission (FTC) under the FTC Act. We encourage all customers to review this policy carefully and reach out to our team if they have any questions or concerns.

2. Eligibility Conditions for Refunds

Not all refund requests will be eligible for approval. To qualify for a refund, the following conditions must generally be met:

• The order was placed through official channels: cafessrio.click, by phone, or at our physical location.
• The refund request is submitted within the eligible timeframe outlined in Section 3 of this policy.
• The issue is verifiable — such as an incorrect item delivered, missing items, food quality problems, or order errors caused by Cafe Rio staff.
• The customer provides sufficient information, including proof of purchase (order confirmation number, receipt, or payment record).
• The food item has not been substantially consumed (more than 50% eaten) unless the complaint relates to a quality or safety concern discovered upon consumption.
• The request is submitted in good faith and is not part of a pattern of repeated refund claims that suggests misuse of our policy.

3. Timeframes for Refund Requests

Timely reporting is essential when it comes to food orders. Due to the perishable nature of our products, we have established the following timeframes for submitting refund requests:

Requests submitted outside of these timeframes may not be eligible for a refund. We strongly encourage customers to inspect their orders upon receipt and report any issues as soon as possible.

4. Non-Refundable Items and Services

Certain items and services are not eligible for refunds under any circumstances. These include:

• Customized orders: Food items that were prepared according to specific customer instructions (special dietary modifications, custom ingredients, etc.) and meet those specifications are generally non-refundable.
• Consumed orders: Items that have been substantially consumed (more than 50%) are not eligible for refunds unless a food safety or quality issue is documented.
• Change of mind: We are unable to issue refunds simply because a customer changed their mind about an order after it has been prepared.
• Promotional and discounted items: Items purchased using promotional discounts, coupons, or special offers may not be eligible for full refunds unless there is a genuine quality or error issue.
• Gift cards and store credit: Purchased gift cards and store credit balances are non-refundable and cannot be exchanged for cash.
• Delivery fees: Third-party delivery fees may not be refundable if the delivery was completed successfully by the delivery service provider.
• Service charges: Any service fees applied at the time of ordering are non-refundable once the order has been accepted and processing has begun.

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

Submitting a refund request is simple. Please follow these steps to ensure your claim is processed efficiently:

1. Gather Your Information: Collect your order confirmation number, receipt or proof of payment, the date and time of your order, and any relevant photos or documentation of the issue.
2. Contact Us: Reach out to our customer service team using one of the following methods:
   • Email: [email protected]
   • Website: cafessrio.click
3. Describe the Issue: Provide a clear and detailed description of your concern, including what was wrong with your order, how it differs from what you ordered, and any other relevant details.
4. Submit Supporting Evidence: Attach photos of the food item, packaging, or receipt if applicable. Visual evidence greatly helps our team assess your claim accurately.
5. Await Confirmation: Our team will send you an acknowledgment of your request within 1-2 business days.
6. Review and Decision: Our team will review your claim and may follow up with additional questions. A decision will be communicated to you within 3-5 business days of your initial submission.
7. Refund Issuance: If your refund is approved, it will be processed according to the timelines outlined in Section 6 of this policy.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to appear in your account will vary depending on your original payment method:

Please note that processing times are estimates and 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 on our end.

7. Partial Refunds

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

• Only a portion of the order was incorrect, missing, or unsatisfactory, while the remainder of the order was acceptable.
• The food item was partially consumed before the issue was identified.
• A discount or coupon was applied to the original order, and the refund will be calculated based on the actual amount paid.
• The quality issue was minor and does not warrant a full refund in the reasonable judgment of our customer service team.
• The order was part of a bundle or meal deal, and only one component requires a refund.

In all cases of partial refunds, our team will communicate the reasoning and the refund amount clearly to the customer before processing.

8. Exchange Policy

Where feasible and appropriate, Cafe Rio may offer an exchange or replacement as an alternative to a refund. Exchanges are subject to the following conditions:

• The replacement item must be of equal or lesser value to the original order.
• Exchanges are only available for orders placed directly through cafessrio.click or at our physical location.
• The exchange must be requested within the same timeframes applicable to refunds as outlined in Section 3.
• For in-store orders, exchanges may be processed immediately during the same visit if the issue is identified upon receipt.
• For delivery or pickup orders, a replacement meal may be offered at the next available opportunity, subject to availability and operating hours.

If a customer prefers a refund over an exchange, that preference will be respected and processed according to this policy. We will never force an exchange in lieu of a refund if the customer's issue qualifies for monetary reimbursement.

9. Cancellation Policy

Our ability to honor cancellations depends on the stage at which your order is being prepared. Please review the following cancellation guidelines:

9.1 Online and Phone Orders

• Cancellation within 5 minutes of placing the order: Full refund issued if the order has not yet entered the preparation stage.
• Cancellation after preparation has begun: Refunds are not guaranteed once food preparation has started. A store credit or partial refund may be offered at our discretion.
• Cancellation after order is ready: No refund will be issued once the order is marked as ready for pickup or has been dispatched for delivery.

9.2 Catering and Large Group Orders

• Cancellation 72 hours or more before the event: Full refund of any deposit or prepayment.
• Cancellation 24–72 hours before the event: 50% refund of the total order value.
• Cancellation less than 24 hours before the event: No refund will be issued as food preparation and procurement will have already commenced.

To cancel an order, please contact us immediately at [email protected] or visit our website at cafessrio.click. Timely communication is essential to ensuring the best possible outcome.

10. Dispute Resolution Process

If you are unsatisfied with the outcome of a refund decision made by our customer service team, you have the right to escalate the matter through our formal dispute resolution process.

10.1 Internal Escalation

Submit a written dispute to our management team via email at [email protected] with the subject line "Refund Dispute – [Your Order Number]". Include a full description of your concern, the original refund decision communicated to you, and any additional evidence supporting your claim. A senior member of our team will review the matter and respond within 5 business days.

10.2 External Resolution

If an internal resolution cannot be reached, customers in the United States may pursue the following external avenues:

• Credit Card Chargeback: If you paid by credit or debit card, you may contact your card issuer to initiate a chargeback under the Fair Credit Billing Act (FCBA) where applicable.
• Federal Trade Commission (FTC): You may file a complaint with the FTC at reportfraud.ftc.gov if you believe our practices violate consumer protection laws.
• State Consumer Protection Agency: Depending on your state of residence, your state's attorney general office or consumer affairs division may also be able to assist.
• Better Business Bureau (BBB): You may file a complaint through the BBB at www.bbb.org.

We prefer to resolve all disputes amicably and encourage customers to work with us directly before pursuing external remedies.

11. Food Safety Concerns

If you believe you have experienced a food safety issue, including illness, the presence of a foreign object, or an allergic reaction related to our food, please contact us immediately at [email protected]. Food safety matters are taken with the utmost seriousness and will be escalated to our management and food safety team without delay.

In such cases, we may request that you preserve any remaining food and packaging for inspection purposes. You may also report food safety concerns to your local health department or the U.S. Food and Drug Administration (FDA).

12. Policy Updates

Cafe Rio reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on our website at cafessrio.click with a revised effective date. We encourage customers to review this policy periodically. Continued use of our services after any changes constitutes your acceptance of the updated policy.

13. Contact Information

For all refund-related inquiries, cancellations, disputes, or general questions, please contact our customer service team using the information below:

Our customer service team is available to assist you and aims to respond to all inquiries within 1–2 business days. We value your business and are committed to making every experience with Cafe Rio a positive one.