Refund Policy

At Cafe Rio, we are committed to providing our customers with the highest quality food and service. We understand that situations may arise where a refund or exchange is necessary, and we have established this Refund Policy to ensure a fair and transparent process for all our valued customers. Please read this policy carefully before placing an order or making a purchase.

This policy applies to all purchases made through our website rios-cafes.click, in-store purchases, and any orders placed via third-party delivery platforms associated with Cafe Rio. By completing a purchase with us, you agree to the terms outlined in this Refund Policy.

1. Eligibility Conditions for Refunds

We want every customer to be fully satisfied with their Cafe Rio experience. Refunds may be granted under the following circumstances:

• Incorrect Order: You received an item or order that does not match what you purchased or requested.
• Food Quality Issues: The food item received was spoiled, undercooked, contaminated, or otherwise unfit for consumption.
• Missing Items: Part of your order was missing upon delivery or pickup.
• Allergen Concerns: You received food that contained an allergen you explicitly requested to be excluded, resulting in a documented adverse reaction or a reasonable safety concern.
• Duplicate Charges: You were charged more than once for the same order due to a technical or processing error.
• Order Not Delivered: Your order was confirmed and paid for but was never delivered or made available for pickup within the promised timeframe.

To be eligible for a refund, customers must provide sufficient evidence supporting their claim. This may include photographs of the food item, screenshots of the order confirmation, or a written description of the issue. We reserve the right to assess each refund request on a case-by-case basis.

2. Timeframes for Refund Requests

Timely reporting is essential for us to properly investigate and resolve your concern. The following timeframes apply to all refund requests:

Refund requests submitted outside of these timeframes may not be honored. We strongly encourage customers to inspect their orders upon receipt and contact us immediately if any issues are found. Requests submitted after the applicable window will be reviewed at our sole discretion.

3. Non-Refundable Items and Services

Due to the perishable nature of food products and the operational requirements of our business, the following items and situations are generally non-refundable:

• Food items that have been fully consumed or substantially eaten prior to the complaint being made.
• Orders where the customer simply changed their mind after the order was prepared or delivered.
• Customization requests that were fulfilled exactly as specified by the customer but the customer is dissatisfied with the result of their own customization choices.
• Promotional, discounted, or complimentary items provided at no additional charge.
• Catering deposits once food preparation has commenced.
• Gift cards or store credit balances once they have been redeemed or used.
• Delivery fees charged by third-party platforms (these are subject to the respective platform's refund policy).
• Taxes and government-mandated fees associated with your purchase.

4. How to Request a Refund

We have made the refund request process as straightforward as possible. Please follow the steps below to submit your request:

1. Step 1 – Gather Your Information: Before reaching out, collect the following details:
   • Your full name and contact information
   • Order number or receipt number
   • Date and time of purchase or delivery
   • A clear description of the issue
   • Photographic evidence (if applicable)
2. Step 2 – Contact Us: Reach out to our customer support team through one of the following channels:
   • Email: [email protected]
   • Website: rios-cafes.click
3. Step 3 – Provide Details: In your message or communication, clearly describe the problem you experienced, including all relevant information gathered in Step 1. The more detail you provide, the faster we can process your request.
4. Step 4 – Wait for Confirmation: Once we receive your request, we will send you an acknowledgment within 1–2 business days confirming that your case has been opened and is under review.
5. Step 5 – Review and Resolution: Our team will review your request and may contact you for additional information. We aim to resolve all refund inquiries within 5–7 business days of receiving complete information.
6. Step 6 – Refund Issued: If your refund is approved, it will be processed according to the payment method used, as outlined in the next section of this policy.

5. Refund Processing Times by Payment Method

Once a refund has been approved by our team, please allow the following estimated processing times depending on your original payment method:

Please note that while we process refunds on our end promptly, your bank or financial institution may take additional time to post the credit to your account. We are not responsible for any delays caused by third-party financial institutions. If you have not received your refund within the stated timeframe, please contact your bank before reaching out to us.

6. Partial Refunds

In certain situations, a partial refund may be issued rather than a full refund. Partial refunds may apply under the following conditions:

• Only a portion of the order was incorrect or unsatisfactory while the remainder was acceptable.
• The customer partially consumed an item before identifying a quality issue.
• A catering or large order was partially prepared or delivered.
• A discount or promotional code was applied at the time of the original purchase, in which case the refund will reflect the actual amount paid.
• The issue reported does not fully justify a complete refund based on our assessment of the evidence provided.

The amount of any partial refund will be determined at our discretion based on the specifics of the situation. We will always communicate clearly with the customer regarding the refund amount and the reasoning behind any partial refund decision.

7. Exchange Policy

Due to the perishable and time-sensitive nature of food products, traditional exchanges (returning a product and receiving a different one) are generally not applicable. However, we do offer the following alternatives in situations where an exchange would otherwise be appropriate:

• Replacement Item: If you received an incorrect item, we may offer to prepare and deliver or make available the correct item at no additional charge, depending on your proximity to our location and order circumstances.
• Store Credit: In lieu of a cash refund, we may offer store credit equivalent to the value of the item in question, which can be applied toward a future purchase at Cafe Rio.
• Complimentary Item: In some cases, particularly for in-store experiences, we may offer a complimentary item of equal or lesser value as a gesture of goodwill.

Exchange requests must be made within the same timeframes as refund requests outlined in Section 2. All exchanges are subject to availability and manager approval. We reserve the right to offer the most suitable remedy based on the nature of the issue.

8. Cancellation Policy

We understand that plans can change. Our cancellation policy is designed to be as flexible as possible while accounting for the operational realities of food preparation:

8.1 Standard Orders

• Cancellation before preparation begins: If you cancel your order before our kitchen has started preparation, you are entitled to a full refund.
• Cancellation after preparation has begun: If your order has already entered the preparation stage, cancellation may not be possible. In such cases, store credit may be offered at our discretion.
• Cancellation after dispatch (delivery orders): Orders that have already been dispatched for delivery cannot be canceled and are not eligible for a refund solely on the basis of cancellation.

8.2 Catering and Large-Group Orders

• Cancellations made more than 72 hours before the scheduled event or pickup time: Full refund of any deposit paid.
• Cancellations made 24–72 hours before the scheduled event: 50% of the deposit will be refunded.
• Cancellations made less than 24 hours before the scheduled event: No refund of the deposit will be issued.

To cancel an order, please contact us immediately via email at [email protected] with your order number and cancellation request. We will make every effort to accommodate your request, but we cannot guarantee cancellation once preparation has commenced.

9. Dispute Resolution

We are committed to resolving all customer concerns in a fair and timely manner. In the event that you are not satisfied with the outcome of your refund request, the following dispute resolution process applies:

9.1 Internal Escalation

If you believe your refund request was not handled appropriately, you may request an escalation to a senior member of our management team. Please send an email to [email protected] with the subject line "Refund Dispute – Escalation Request" and include your original case reference number, a summary of your concern, and the outcome you received. We will respond to escalated disputes within 5 business days.

9.2 Consumer Protection Resources

As a business operating in the United States, customers also have the right to seek assistance from the following consumer protection resources if an internal resolution cannot be reached:

• Federal Trade Commission (FTC): You may file a complaint at reportfraud.ftc.gov. The FTC enforces consumer protection laws under the FTC Act.
• State Attorney General's Office: Depending on your state of residence, you may file a complaint with your state's Attorney General office regarding unfair or deceptive business practices.
• Better Business Bureau (BBB): You may submit a complaint via the BBB's online portal at www.bbb.org.

9.3 Chargebacks

While you always have the right to contact your bank or credit card issuer to dispute a charge, we ask that you first attempt to resolve the issue directly with us. We take chargebacks seriously and will cooperate fully with any investigation initiated by your financial institution. Unwarranted chargebacks may affect your ability to place future orders with Cafe Rio.

10. Policy Amendments

Cafe Rio reserves the right to update or modify this Refund Policy at any time without prior notice. Any changes will be effective immediately upon posting to our website at rios-cafes.click. We encourage all customers to review this policy periodically to stay informed of any updates. Continued use of our services following any changes to this policy constitutes acceptance of the revised terms.

11. Contact Information for Refund Requests

For all refund-related inquiries, please contact our customer support team using the information below. We are dedicated to resolving your concerns promptly and professionally.

When contacting us regarding a refund, please include your order number, the date of your purchase, a detailed description of the issue, and any supporting documentation or photographs. This will help us process your request as efficiently as possible.

Our customer support team is available to assist you Monday through Friday, 9:00 AM to 6:00 PM (local time). We aim to respond to all inquiries within 1–2 business days.