Refund Policy

Effective Date: April 26, 2026 | Last Updated: April 26, 2026

1. Introduction

At Cafe Rio, we are committed to providing our customers with the highest quality food, beverages, and dining experiences. We understand that there may be occasions where an order does not meet your expectations, or circumstances arise that require a refund or cancellation. This Refund Policy has been established to ensure a fair, transparent, and consistent process for handling such situations.

This policy applies to all purchases made through our website at caferiomexican.rest, over the phone, in-store, or through any authorized third-party delivery platforms associated with Cafe Rio. This policy complies with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act, and where applicable, the California Consumer Privacy Act (CCPA/CPRA).

2. Eligibility Conditions for Refunds

A refund request may be considered eligible under the following conditions:

• You received an incorrect item that does not match what was ordered.
• The food item received was of unsatisfactory quality, including items that were spoiled, undercooked, or contained foreign objects.
• Your order was never delivered, and delivery confirmation cannot be verified.
• You were charged an incorrect amount that differs from the agreed-upon price at the time of order placement.
• A duplicate charge was applied to your payment method for the same order.
• The order was significantly late beyond the communicated estimated delivery or pickup time, causing the food to be unfit for consumption.
• A promotional discount, coupon, or gift card was not correctly applied at the time of checkout, and you were overcharged as a result.

To be eligible for a refund, the following general requirements must also be met:

• The refund request must be submitted within the applicable timeframe outlined in Section 3 of this policy.
• You must provide valid proof of purchase, including your order confirmation number, receipt, or transaction ID.
• Where applicable, photographic or video evidence of the issue may be required to process your claim.
• The request must be submitted through one of the approved contact channels listed in Section 10 of this policy.

3. Timeframes for Refund Requests

We operate on a strict timeline for refund submissions to ensure prompt and efficient resolution. Please review the following timeframes carefully:

Refund requests submitted outside of these timeframes may not be honored. Cafe Rio reserves the right to make exceptions at its sole discretion in cases of documented extenuating circumstances.

4. Non-Refundable Items and Services

Certain items and services are non-refundable. Please review the following list carefully before submitting a request:

• Consumed food and beverages: Items that have been partially or fully consumed are not eligible for a refund unless a documented quality issue is reported within the required timeframe.
• Customized or special-request items: Food items prepared with specific customer-requested customizations (such as allergen accommodations or ingredient substitutions) that were correctly fulfilled are non-refundable.
• Digital gift cards and e-gift cards: Once purchased and delivered electronically, gift cards are non-refundable and cannot be exchanged for cash.
• Service fees and delivery fees: Platform or delivery fees charged by third-party services are non-refundable unless the issue is solely attributable to Cafe Rio.
• Tips and gratuities: Any tips or gratuities applied at the time of order are final and non-refundable.
• Promotional or discounted items: Items purchased at a special promotional price or as part of a limited-time offer may be subject to restricted refund eligibility.
• Catering orders canceled less than 48 hours before the event: Partial refunds may apply as outlined in Section 7.

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

To submit a refund request, please follow the steps below to ensure prompt processing:

1. Gather Required Information: Before contacting us, collect your order confirmation number or receipt, the date and time of your order, a description of the issue, and any supporting photographic or video evidence if applicable.
2. Contact Cafe Rio: Reach out to our customer support team using one of the approved methods listed in Section 10 of this policy. You may contact us via email at [email protected] or through our website at caferiomexican.rest.
3. Submit Your Request: Clearly explain the reason for your refund request, including all relevant order details. Attach any supporting documentation, photos, or evidence that may help us assess your claim.
4. Receive Acknowledgment: Once your request is received, you will receive an acknowledgment via email within 1–2 business days confirming that your claim is under review.
5. Review and Decision: Our customer support team will evaluate your request within 3–5 business days. We may contact you for additional information during this period.
6. Resolution Notification: You will be notified of the outcome of your refund request via email. If approved, the refund will be processed according to the timelines in Section 6.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to appear in your account depends on your original payment method. Please refer to the table below:

Please note that while we process refunds promptly on our end, bank processing times are outside of our control and may vary by financial institution. If you have not received your refund after the stated timeframe, we recommend contacting your bank or payment provider directly before reaching out to us.

7. Partial Refunds

In certain circumstances, a partial refund may be issued rather than a full refund. Situations where partial refunds may apply include:

• Only a portion of your order was incorrect or of unsatisfactory quality, while the remainder of the order was acceptable.
• A catering or large group order is canceled between 24 and 48 hours before the scheduled service. In this case, a partial refund of up to 50% of the total order value may be issued, depending on the preparation and ingredient costs already incurred.
• An order was delayed, but ultimately delivered and partially consumed before the issue was reported.
• Promotional items included in an order are found to be non-refundable, reducing the total refundable amount.

The amount of any partial refund will be determined by Cafe Rio at its sole discretion, based on a fair assessment of the circumstances and evidence provided.

8. Exchange Policy

Cafe Rio offers exchanges in limited circumstances for in-store and pickup orders only. Exchanges are subject to the following conditions:

• An exchange may be offered when an incorrect item was prepared and you are present at our location or the order is available for pickup correction.
• Exchanges must be requested immediately upon receipt of the order and before the item has been consumed.
• The replacement item must be of equal or lesser value. If the replacement item is of greater value, the difference will be charged to the customer.
• Delivery orders are generally not eligible for exchanges due to the logistical nature of delivery services. In such cases, a refund or store credit may be offered instead.
• Items with allergen-related concerns will be handled with priority care. We encourage customers with known allergies to communicate their needs clearly at the time of ordering.

9. Cancellation Policy

Our cancellation policy is structured based on the type of order placed:

9.1 Standard Online and Phone Orders

For standard delivery or pickup orders placed through our website or by phone, cancellations must be requested within 10 minutes of order placement to be eligible for a full refund. Once food preparation has begun, cancellations may not be accepted, or only a partial refund may be issued at Cafe Rio's discretion.

9.2 Catering and Large Group Orders

• Cancellation more than 48 hours before the event: Full refund issued.
• Cancellation between 24 and 48 hours before the event: Up to 50% refund may be issued.
• Cancellation less than 24 hours before the event: No refund will be issued, as significant preparation will have already taken place.

9.3 Third-Party Platform Orders

If your order was placed through a third-party delivery platform such as DoorDash, Uber Eats, or Grubhub, cancellation requests must be handled directly through that platform in accordance with their respective cancellation policies. Cafe Rio is not responsible for cancellation decisions made by third-party platforms.

10. Dispute Resolution Process

In the event that you are dissatisfied with the outcome of your refund request, you may pursue the following dispute resolution options:

10.1 Internal Escalation

If you believe your refund request was handled incorrectly, you may escalate the matter by emailing [email protected] with the subject line "Refund Dispute Escalation." Please include your original request details and the reason for your disagreement with the initial decision. A senior member of our team will review your case within 5 business days.

10.2 Chargeback Rights

As a consumer in the United States, you retain the right to dispute charges with your bank or credit card issuer in accordance with the Fair Credit Billing Act (FCBA) or your card's chargeback policies. We encourage you to first attempt resolution directly with Cafe Rio before initiating a chargeback, as we are committed to resolving genuine disputes in good faith.

10.3 Federal Trade Commission (FTC) Complaint

If you believe your consumer rights have been violated, you may file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov. For California residents, you may also seek assistance through the California Department of Consumer Affairs.

10.4 Informal Mediation

Prior to pursuing any formal legal action, both parties agree to attempt resolution through informal good-faith negotiation. If an agreement cannot be reached within 30 days of written notice of a dispute, either party may pursue applicable legal remedies.

11. Contact Information for Refund Requests

For all refund-related inquiries, please contact our customer support team using the information provided below. We aim to respond to all inquiries within 1–2 business days.

12. Policy Updates and Amendments

Cafe Rio reserves the right to modify, update, or amend this Refund Policy at any time without prior notice. Changes will be effective immediately upon posting to our website at caferiomexican.rest. 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 changes. Your continued use of our services following any modifications constitutes your acceptance of the updated policy.