Refund Policy

Effective Date: April 9, 2026 | Last Updated: April 9, 2026

1. Overview

At Cafe Rio, we take pride in the quality of our food and services. We understand that issues may occasionally arise, and we are dedicated to resolving any problems fairly and promptly. This Refund Policy applies to all transactions made through our website (scafe-rio.digital), mobile ordering platforms, in-store purchases, and catering or event orders.

This policy is governed by applicable United States federal and state consumer protection laws, including the Federal Trade Commission (FTC) Act, which prohibits unfair or deceptive acts or practices in commerce. For customers residing in California, additional rights may apply under the California Consumer Privacy Act (CCPA/CPRA) and California's consumer protection statutes.

By placing an order with Cafe Rio, you acknowledge that you have read, understood, and agreed to the terms of this Refund Policy.

2. Eligibility Conditions for Refunds

To be eligible for a refund, the following conditions must generally be met:

• The request must be made within the applicable timeframe described in Section 3 of this policy.
• The issue must be reported with sufficient detail, including your order number, date of purchase, description of the problem, and, where applicable, photographic evidence.
• The food item or order in question must meet one or more of the following criteria:
  • The order was incorrect (wrong items delivered or prepared).
  • The food was of unacceptable quality (spoiled, contaminated, or significantly different from what was described).
  • The order was never delivered or significantly delayed beyond the stated delivery window without prior notice.
  • A billing error occurred, resulting in a duplicate charge or an overcharge.
  • The order was cancelled within the eligible cancellation window described in Section 8 of this policy.
• The customer must not have consumed the majority of the food item before reporting the issue, except in cases where the defect could only be discovered upon consumption (e.g., foreign objects in food, undercooked items).

3. Timeframes for Refund Requests

Timely reporting is essential for us to investigate and resolve issues effectively. The following timeframes apply to refund requests:

Requests made outside these timeframes may not be eligible for a refund, except in extraordinary circumstances at the sole discretion of Cafe Rio management.

4. Non-Refundable Items and Services

The following items and services are generally non-refundable:

• Fully consumed food items — Orders that have been fully consumed without a reported issue at the time of consumption are not eligible for a refund.
• Customized or special-request orders — Food items made to a customer's specific customization are non-refundable unless they fail to meet the agreed specifications.
• Promotional or discounted items — Items purchased at a special promotional price or as part of a limited-time offer may not be eligible for a refund unless the item is defective.
• Gift cards and store credit — Gift card purchases are final and non-refundable. Store credit issued as part of a previous refund cannot be redeemed for cash.
• Catering deposits — Non-refundable deposits paid to secure a catering or event booking are not refundable once confirmed, except as outlined in the catering agreement.
• Delivery fees and service charges — Delivery fees and applicable service charges are non-refundable once a delivery has been dispatched, regardless of the outcome of a refund request on the food itself.
• Tips and gratuities — Any tips or gratuities added to an order are non-refundable.

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

If you believe you are eligible for a refund, please follow these steps to submit your request:

1. Gather Your Order Information: Locate your order confirmation email or receipt. Note your order number, the date and time of your order, the items purchased, and the total amount charged.
2. Document the Issue: Take clear photographs of the food item(s) in question, if applicable. Write a brief description of the problem, including what you ordered versus what you received, or the nature of the quality issue.
3. Contact Us: Reach out to Cafe Rio using one of the following methods within the applicable timeframe:
   • Email: [email protected]
   • Website: scafe-rio.digital
4. Submit Your Request: In your message, include the following information:
   • Full name
   • Email address associated with your order
   • Order number
   • Date and time of the order
   • Description of the issue
   • Photographic evidence (if applicable)
   • Preferred resolution (refund, replacement, or store credit)
5. Await Confirmation: Our customer service team will acknowledge your request within 1–2 business days. We may contact you to request additional information or clarification.
6. Resolution: Once the review is complete, we will notify you of the outcome and, if approved, initiate the refund or resolution process as described in Section 6.

6. Refund Processing Times by Payment Method

If your refund is approved, the time it takes to receive your funds will vary depending on the original payment method used:

Please note that while we initiate the refund on our end promptly, the actual time for funds to appear in your account may vary based on your financial institution's processing times, which are beyond our control.

7. Partial Refunds

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

• Only a portion of your order was incorrect or unsatisfactory, while the remainder of the order met acceptable standards.
• A food item was partially consumed before the defect was discovered.
• A catering event was partially completed or a portion of services were rendered before an issue arose.
• A promotional discount or coupon was applied to the original order, and only the net amount paid for the affected item(s) is refundable.
• Delivery charges cannot be refunded when the delivery was successfully completed, but a partial refund is being issued for a specific food item.

The amount of any partial refund will be determined at the discretion of Cafe Rio based on a fair assessment of the circumstances. We will communicate the partial refund amount and the reasoning behind it clearly when notifying you of our decision.

8. Exchange Policy

In many cases, rather than a monetary refund, we may offer to replace your order as a preferred resolution. Our exchange policy works as follows:

• In-store exchanges: If your order is incorrect or unsatisfactory and you are still at the premises, please speak with a team member or manager immediately. We will remake or replace your order at no additional charge.
• Takeout / Pickup exchanges: If you discover an issue with your order after leaving the restaurant, please contact us within 2 hours. We may offer a replacement item at your next visit or upon return to the restaurant, subject to verification.
• Delivery order exchanges: For delivery orders, a direct replacement may not always be logistically feasible. In such cases, we will offer a refund or store credit as an alternative.
• Catering exchanges: Any exchange or replacement for catering orders will be handled on a case-by-case basis as outlined in the applicable catering agreement.

Exchanges are subject to the same eligibility conditions outlined in Section 2 of this policy. We reserve the right to decline an exchange if the issue does not meet our eligibility criteria.

9. Cancellation Policy

The following cancellation terms apply to orders placed with Cafe Rio:

9.1 Standard Online and Phone Orders

• Orders may be cancelled for a full refund if the cancellation is requested within 5 minutes of placing the order, provided that food preparation has not yet begun.
• Once food preparation has commenced, cancellations may not be accepted, and no refund will be issued for the cost of the food items.
• To cancel an order, please contact us immediately via email at [email protected] or through the ordering platform used.

9.2 Catering and Event Orders

• More than 7 days before the event: Full refund of all amounts paid, excluding non-refundable deposits as specified in the catering contract.
• 3–7 days before the event: 50% refund of the total order amount, excluding the non-refundable deposit.
• Less than 3 days before the event: No refund will be issued. The full amount is forfeited.
• Same-day cancellations: No refund will be issued under any circumstances unless the cancellation is due to an emergency beyond the customer's control, as determined at Cafe Rio's sole discretion.

9.3 Force Majeure

In the event that Cafe Rio is unable to fulfill an order due to circumstances beyond our control — including but not limited to natural disasters, severe weather, public health emergencies, or supply chain disruptions — we will provide customers with a full refund or the option to reschedule without penalty.

10. Dispute Resolution Process

We aim to resolve all refund and service disputes amicably and efficiently. If you are not satisfied with the outcome of a refund request, you may escalate the matter using the following process:

1. Step 1 — Internal Escalation: Contact us again at [email protected], referencing your original refund request and explaining why you are dissatisfied with the resolution offered. Your complaint will be reviewed by a senior member of our team within 3–5 business days.
2. Step 2 — Formal Written Complaint: If the issue remains unresolved after internal escalation, you may submit a formal written complaint. We will provide a final written response within 10 business days.
3. Step 3 — External Dispute Resolution: If you remain unsatisfied, you have the right to pursue the following external options:
   • File a complaint with the Federal Trade Commission (FTC) at reportfraud.ftc.gov.
   • File a complaint with your state Attorney General's consumer protection office.
   • California residents may contact the California Department of Consumer Affairs or seek remedies under the California Consumer Protection Act.
   • Initiate a chargeback through your credit card issuer or financial institution if you believe an unauthorized or erroneous charge has been made.

11. Third-Party Delivery Platform Orders

If you placed your order through a third-party delivery platform such as DoorDash, Uber Eats, Grubhub, or a similar service, please be aware of the following:

• Refund requests for orders placed through third-party platforms must be submitted directly to that platform, as payment was processed through their system.
• Cafe Rio does not have access to payment details for third-party platform orders and cannot process refunds directly for such orders.
• However, if your complaint relates to food quality or preparation errors on our part, we encourage you to contact us as well so that we can improve our service and address any food safety concerns.
• Each platform has its own refund and dispute resolution policy, which will govern those transactions.

12. Food Safety Concerns

If your refund request is related to a food safety issue — such as finding a foreign object in your food, experiencing symptoms of foodborne illness, or receiving food that appeared to be contaminated — please take the following steps in addition to submitting a refund request:

• Preserve any remaining food as evidence if it is safe to do so, and photograph it clearly.
• Seek medical attention if you are experiencing symptoms of foodborne illness.
• Contact your local health department or the FDA's MedWatch program if you believe a serious food safety violation has occurred.
• Notify us immediately at [email protected] so that we can conduct an internal investigation and take corrective action.

Food safety incidents are treated with the highest priority, and we take all such reports seriously.

13. Amendments to This Policy

Cafe Rio reserves the right to update or modify this Refund Policy at any time without prior notice. Changes will be effective immediately upon posting the updated policy to our website at scafe-rio.digital. The "Last Updated" date at the top of this page will reflect when the most recent changes were made. We encourage customers to review this policy periodically. Continued use of our services following any changes constitutes your acceptance of the revised policy.

14. Contact Information

For all refund requests, cancellations, complaints, or general inquiries related to this policy, please contact us using the information below: