Refund Policy

Effective Date: July 18, 2026  |  Last Updated: July 18, 2026

1. Introduction

At Cafe Rio, we are committed to providing our customers with fresh, high-quality food and an exceptional dining experience. We understand that there are occasions when an order may not meet your expectations, and we want to make sure every concern is addressed fairly and promptly.

This Refund Policy outlines the terms and conditions under which refunds, exchanges, and cancellations are handled. By placing an order through our website caferiomex.click or at our establishment, you agree to the terms described in this policy. Our practices are consistent with applicable United States consumer protection laws, including guidelines set forth by the Federal Trade Commission (FTC).

If you have questions about this policy, please contact us at [email protected] before completing your purchase.

2. Eligibility Conditions for Refunds

Cafe Rio will consider refund requests when the following conditions are met:

• The order was placed directly through caferiomex.click or at our physical location.
• The item received was significantly different from what was described on the menu or website at the time of ordering.
• The food item was incorrect — meaning the wrong item was prepared or delivered.
• The food item was found to be of unsatisfactory quality due to preparation error or contamination.
• The order arrived in a condition that made it unfit for consumption (e.g., damaged packaging, spoiled food due to our handling).
• A duplicate charge was applied to your payment method for a single order.
• The order was not fulfilled or delivered, and no substitute was provided.

Refund requests that do not fall under the above conditions will be evaluated on a case-by-case basis at the sole discretion of Cafe Rio management. We reserve the right to deny refund requests that do not meet the eligibility criteria outlined in this policy.

3. Timeframes for Refund Requests

To ensure a fair and timely resolution, all refund requests must be submitted within the following timeframes:

Requests submitted beyond these timeframes may not be eligible for a refund. We strongly encourage customers to inspect their orders upon receipt and contact us immediately if there is an issue.

4. Non-Refundable Items and Services

The following items and services are generally non-refundable:

• Food items that have been fully consumed.
• Orders where the customer changed their mind after the food was prepared.
• Custom or special-request items that were prepared exactly as specified by the customer.
• Promotional or discounted items, unless defective or incorrectly prepared.
• Delivery fees charged by third-party delivery platforms (these are subject to the respective platform's refund policy).
• Tips and gratuities already processed.
• Digital gift cards or e-vouchers that have been partially or fully redeemed.
• Catering deposits after the cancellation deadline has passed (see Section 8).
• Orders that were delayed due to circumstances outside our control (e.g., traffic, weather, third-party courier delays).

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. Step 1 — Gather Your Information: Before contacting us, please have the following information ready:
   • Your full name and contact information.
   • Your order number or receipt.
   • Date and time of the order.
   • Description of the issue (incorrect item, quality concern, etc.).
   • Photographs of the item if there is a quality or packaging issue (highly recommended).
2. Step 2 — Contact Us: Submit your refund request using one of the following methods:
   • Email: [email protected]
   • Website: caferiomex.click
   Please use the subject line: "Refund Request – [Your Order Number]"
3. Step 3 — Provide Documentation: Attach any relevant evidence to support your claim. This may include photos of the incorrect or damaged item, screenshots of your online order confirmation, or a copy of your receipt.
4. Step 4 — Await Confirmation: Once your request is received, our customer service team will send you a confirmation email within 1–2 business days acknowledging receipt of your request.
5. Step 5 — Review and Decision: Our team will review your request and notify you of our decision within 3–5 business days of receiving all required documentation.
6. Step 6 — Refund Issuance: If your refund is approved, it will be processed according to the timeframes described in Section 6 below.

6. Refund Processing Times by Payment Method

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

Please note that while Cafe Rio processes refunds promptly on our end, the final posting of the refund to your account is subject to your financial institution's policies and may take additional time. We recommend contacting your bank or card issuer if you do not see the refund reflected within the stated timeframe.

7. Partial Refunds

In certain circumstances, Cafe Rio may issue a partial refund rather than a full refund. Situations where a partial refund may be appropriate include:

• Only a portion of the order was incorrect or unsatisfactory (e.g., one item in a multi-item order).
• The food was partially consumed before the issue was identified.
• A minor customization error was made that did not significantly affect the overall order.
• A discount or promotional code was applied that affects the refundable amount.
• Delivery fees, taxes, or service charges are excluded from the refund when the issue is specific to a single menu item.

The amount of a partial refund will be calculated based on the value of the affected item(s) minus any applicable fees that are non-refundable. Our customer service team will communicate the partial refund amount to you in writing before processing.

8. Cancellation Policy

We understand that plans can change. Please review our cancellation policy carefully:

8.1 Standard Online Orders

Online orders for pickup or delivery may be cancelled within 5 minutes of placement, provided that food preparation has not yet begun. Once food preparation has started, we are unable to cancel the order or issue a refund based on a change of mind.

To cancel an order, please contact us immediately at [email protected] or through our website at caferiomex.click. We will do our best to accommodate your request if timing allows.

8.2 Catering Orders

Catering orders are subject to the following cancellation schedule:

All catering cancellations must be submitted in writing via email to [email protected] with your catering order number and event details.

9. Exchange Policy

Due to the perishable nature of food products, Cafe Rio does not offer traditional product exchanges. However, we do provide the following remedies in the event an order is unsatisfactory:

• Replacement Meal: If an incorrect item was prepared or the food was of unsatisfactory quality, we may offer to prepare and provide the correct item at no additional charge, subject to availability.
• Store Credit: In lieu of a monetary refund, we may offer store credit in the form of a gift card or promotional credit that can be applied to a future order.
• Partial or Full Refund: As outlined in Sections 6 and 7 of this policy.

The remedy offered will depend on the nature of the complaint, the circumstances surrounding the order, and the discretion of Cafe Rio management. Replacement meals must be collected within a reasonable time frame and may not be available for all menu items.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Cafe Rio provides the following dispute resolution process:

10.1 Internal Escalation

If your initial refund request was denied or you feel the resolution was unsatisfactory, you may escalate your concern by emailing [email protected] with the subject line: "Refund Dispute Escalation – [Your Order Number]". Please include a detailed explanation of why you are dissatisfied with the initial decision and any additional supporting documentation.

Our management team will review your escalation and respond within 5–7 business days.

10.2 Chargeback and Credit Card Disputes

Customers always have the right to contact their bank or credit card issuer to dispute a charge. However, we encourage customers to work with us directly before initiating a chargeback, as this allows us to resolve the issue more quickly and efficiently. Initiating a chargeback without first attempting resolution through our process may result in delays.

If a chargeback is initiated, Cafe Rio reserves the right to provide evidence to the financial institution regarding the transaction and the steps taken to resolve the matter.

10.3 Third-Party Mediation

In the event that a dispute cannot be resolved through internal escalation, either party may request mediation through a neutral third-party mediator. The cost of mediation will be shared equally between both parties unless otherwise agreed.

10.4 Governing Law

This Refund Policy is governed by the laws of the United States of America and the applicable laws of the state in which our business operates. Any legal disputes arising from this policy shall be subject to the jurisdiction of the appropriate courts in the United States. Consumer rights as protected by the Federal Trade Commission Act are fully honored.

11. Third-Party Delivery Platforms

If your order was placed through a third-party delivery platform (such as DoorDash, Uber Eats, Grubhub, or similar services), please note the following:

• Refunds for orders placed through third-party platforms are subject to those platforms' own refund and dispute resolution policies.
• Cafe Rio is not responsible for issues arising from delays, errors, or service failures on the part of third-party delivery couriers.
• We recommend contacting the third-party platform's customer support first for orders placed through those services.
• If the issue is confirmed to have originated from our kitchen (e.g., incorrect item prepared), we will work cooperatively with the platform to resolve the matter.

12. Modifications 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 to caferiomex.click. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage customers to review this policy periodically to stay informed of any changes.

Continued use of our website or services after any modification constitutes your acceptance of the updated Refund Policy.

13. Contact Information

For all refund requests, inquiries, or concerns related to this policy, please contact our customer service team using the information below:

Our customer service team is available to assist you Monday through Friday, during regular business hours. We aim to respond to all inquiries within 1–2 business days.