Refund Policy

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

At Cafe Rio, customer satisfaction is at the heart of everything we do. We take great pride in the quality of our food and the experience we deliver to every guest. However, we understand that situations may arise where a refund or exchange becomes necessary. This Refund Policy has been established to ensure a fair, transparent, and efficient process for all parties involved. 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.

1. Eligibility Conditions for Refunds

To be eligible for a refund from Cafe Rio, the following general conditions must be met:

• The refund request must be submitted within the applicable timeframe described in Section 2 of this policy.
• The order must have been placed directly through our official website at caferio-newhot.click or through an authorized Cafe Rio ordering channel.
• Valid proof of purchase must be provided, including your order confirmation number, receipt, or transaction ID.
• The issue must be clearly described and, where applicable, supported by photographic or video evidence (e.g., wrong item received, food quality concerns, damaged packaging).
• The refund request must not fall under the non-refundable category as described in Section 4 of this policy.

Refunds may be granted in the following 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, undercooked, or otherwise unfit for consumption upon receipt.
• Allergic Reaction Due to Incorrect Preparation: If you notified us of a food allergy at the time of ordering and the item was prepared in violation of that specification, you may be eligible for a refund. Please note that we strongly encourage all customers with severe allergies to contact us directly before ordering.
• Order Not Delivered: Your order was confirmed but never delivered or made available for pickup within the confirmed timeframe.
• Duplicate Charges: You were charged more than once for the same order due to a technical error.

2. Timeframes for Refund Requests

Timely communication is essential for us to address your concern properly. The following timeframes apply to refund requests:

Requests submitted outside of these timeframes may not be honored. We encourage all customers to inspect their orders promptly upon receipt and report any issues as soon as possible.

3. Non-Refundable Items and Services

The following items and circumstances are not eligible for a refund:

• Consumed food items: If the food item has been partially or fully consumed and the complaint is solely based on personal preference (e.g., taste, spice level), no refund will be issued.
• Change of mind: Refunds will not be granted simply because you changed your mind after placing an order or after food has been prepared.
• Customized orders: Food items that were prepared according to specific customer customization requests are non-refundable unless the preparation deviated from the confirmed specifications.
• Digital gift cards and promotional credits: These are non-refundable and cannot be exchanged for cash.
• Late requests: Refund requests submitted beyond the eligible timeframes outlined in Section 2 will not be processed.
• Third-party delivery fees: Delivery service fees charged by third-party platforms (if applicable) are not within Cafe Rio's control and are non-refundable by us.
• Orders affected by customer error: If the customer provided incorrect delivery information or was unavailable to receive the order at the confirmed time, no refund will be issued.

4. How to Request a Refund – Step-by-Step Process

To request a refund, please follow these steps carefully:

1. Step 1 – Gather Your Information: Locate your order confirmation email or receipt. Note your order number, the date and time of the order, and the specific item(s) involved in the issue.
2. Step 2 – Document the Issue: If possible, take clear photographs or a short video of the incorrect, damaged, or missing item(s). This documentation significantly helps us process your request faster.
3. Step 3 – Contact Our Support Team: Reach out to us using one of the following methods:
   • Email: [email protected]
   • Website: caferio-newhot.click
   When contacting us, please include: your full name, order number, description of the issue, and any supporting photos or documentation.
4. Step 4 – Review Process: Our customer support team will review your request within 1 to 3 business days. We may reach out to you for additional information if needed.
5. Step 5 – Resolution Notification: Once a decision has been made, we will notify you via the email address associated with your account or order. If your refund is approved, you will receive confirmation along with the estimated timeline for the refund to be processed.

5. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes for funds to appear in your account depends on your original payment method:

Please be aware that while Cafe Rio initiates refunds promptly upon approval, the actual posting of funds to your account is subject to your financial institution's own processing times, which are beyond our control.

6. Partial Refunds

In some situations, a partial refund may be more appropriate than a full refund. Partial refunds may be issued under the following circumstances:

• Only certain items in your order were affected by the issue, while the rest of the order was correct and satisfactory.
• A portion of the food was consumed before the issue was identified.
• The order was partially delivered or partially incorrect.
• A customization request was only partially fulfilled incorrectly.

The amount of a partial refund will be calculated based on the price of the affected item(s), minus any applicable delivery fees or service charges already rendered. Cafe Rio reserves the right to determine the appropriate refund amount on a case-by-case basis.

7. Exchange Policy

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

• The exchange request must be made within the same timeframe requirements as a standard refund request (see Section 2).
• The replacement item must be available at the time of the request.
• Exchanges are applicable to the same item or an item of equal value.
• Exchanges for catering or bulk orders may require additional time for preparation and must be coordinated directly with our support team.

If an exchange is not possible due to availability or operational constraints, we will process a full or partial refund as applicable.

8. Cancellation Policy

We understand that plans can change. The following cancellation terms apply to orders placed through caferio-newhot.click:

8.1 Standard Orders (Delivery or Pickup)

Standard food orders may be cancelled and fully refunded only if the cancellation is requested before the order enters the preparation stage. Once food preparation has begun, cancellations may not be honored, or only a partial refund may be issued to cover unprepared items.

8.2 Pre-Orders and Scheduled Orders

For pre-orders or scheduled future orders, cancellations must be submitted at least 24 hours before the confirmed delivery or pickup time to be eligible for a full refund. Cancellations made within 24 hours of the scheduled time may be subject to a cancellation fee or may not be eligible for a refund.

8.3 Catering Orders

Catering orders require a minimum of 48 hours advance notice for cancellation to receive a full refund. Cancellations made within 48 hours of the catering event may result in forfeiture of any deposit paid, and the remaining balance may be refunded at Cafe Rio's discretion. All catering cancellation requests must be submitted in writing to [email protected].

9. Dispute Resolution Process

If you are unsatisfied with the outcome of your refund request, we encourage you to follow the dispute resolution steps outlined below before pursuing any external remedies:

1. Step 1 – Request an Escalated Review: Contact our support team at [email protected] and request that your case be reviewed by a senior member of our customer service team. Please reference your original refund request number and provide any additional information that may support your case.
2. Step 2 – Internal Appeal: You may submit a formal written appeal outlining the basis of your dispute. Our team will conduct a thorough secondary review within 5 business days and provide a final written response.
3. Step 3 – External Resolution: If the matter remains unresolved after completing the internal dispute process, you may:
   • File a complaint with the Federal Trade Commission (FTC) at www.ftc.gov.
   • Contact your state's Attorney General's consumer protection office.
   • File a chargeback claim through your credit card issuer or financial institution in accordance with their terms and applicable federal regulations, including those under the Fair Credit Billing Act (FCBA).

10. Chargebacks and Fraudulent Claims

We take fraudulent refund claims and unauthorized chargebacks seriously. If a customer files a chargeback with their financial institution without first attempting to resolve the issue directly with Cafe Rio, we reserve the right to dispute the chargeback and provide all relevant order and communication records to the issuing bank.

Customers found to have submitted fraudulent refund claims or to have acted in bad faith may be subject to suspension of their account and may be prohibited from placing future orders through our platform.

11. Consumer Rights Under U.S. Law

This policy does not limit your statutory rights as a consumer under applicable United States federal and state law. Depending on your state of residence, you may have additional rights under local consumer protection statutes. Cafe Rio complies with all applicable consumer protection regulations enforced by the Federal Trade Commission (FTC) under the FTC Act, as well as relevant state-level regulations.

Nothing in this Refund Policy is intended to waive or limit any rights you may have under applicable law that cannot be contractually waived.

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 caferio-newhot.click with an updated effective date. Continued use of our website and services following any changes constitutes your acceptance of the revised policy. We encourage you to review this page periodically to stay informed.

13. Contact Information for Refund Requests

For all refund requests, questions, or concerns related to this policy, please contact our customer support team using the details below:

This Refund Policy was last updated on July 8, 2026. Thank you for choosing Cafe Rio. We value your trust and are committed to making every experience with us a positive one.