Refund Policy

Effective Date: May 28, 2026  |  Last Updated: May 28, 2026

1. Overview

Cafe Rio ("we," "us," or "our") operates through our website caferio-fresh.click and is committed to delivering fresh, high-quality food products and services to every customer. Because we deal with perishable food items, our refund process differs from standard retail policies. This document outlines the circumstances under which a refund may be granted, how to request one, the applicable timeframes, and how disputes are resolved.

This policy applies to all orders placed through our website or any authorized ordering platform connected to caferio-fresh.click. By placing an order with Cafe Rio, you agree to the terms outlined in this Refund Policy.

2. Eligibility Conditions for Refunds

Not every situation qualifies for a full or partial refund. We evaluate each refund request individually and fairly. A refund may be granted under the following conditions:

• You received an item that was incorrect — meaning it does not match what you ordered.
• Your order arrived in a damaged or spoiled condition that was clearly caused during preparation or delivery.
• A food item was missing from your order and was not delivered.
• You experienced a quality issue such as undercooked food, foreign objects in the meal, or items that were clearly inedible.
• Your order was not delivered within the estimated timeframe and you were not informed of the delay in advance.
• A duplicate charge occurred on your payment method due to a system error on our end.
• You cancelled your order within the permitted cancellation window (see Section 8 below).

To be eligible, you must submit your refund request within the timeframe described in Section 3 of this policy. Requests submitted outside the eligible window may be denied.

3. Timeframes for Refund Requests

Because food products are perishable, time is a critical factor in our refund process. The following timeframes apply:

Requests submitted after these windows have expired may not be eligible for a refund. However, we encourage you to contact us regardless, as we reserve the right to make exceptions on a case-by-case basis at our sole discretion.

4. Non-Refundable Items and Services

The following items and situations are generally not eligible for refunds:

• Orders that have been fully consumed before a complaint is filed, unless a genuine quality or safety concern is reported.
• Items where the customer changed their mind after the order was prepared and dispatched.
• Customized or special preparation orders made according to specific customer instructions, where preparation was completed as requested.
• Promotional items, free add-ons, or complimentary items included in a meal.
• Digital gift cards or store credits once they have been redeemed.
• Orders where the customer provided an incorrect delivery address and the order was delivered to that address.
• Delays or issues caused by third-party delivery services outside our control, unless Cafe Rio assumes responsibility for the delivery.
• Food items that the customer is allergic to, if allergy preferences were not communicated at the time of ordering despite being given the opportunity to do so.
• Combo deals, bundles, or meal packages where only a portion of the bundle is disputed without valid cause for the full order.

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

To initiate a refund request, please follow the steps outlined below. Providing complete and accurate information will help us resolve your case as quickly as possible.

1. Step 1 – Gather Your Information: Locate your order confirmation number, the date and time of your order, and the email address used to place the order.
2. Step 2 – Document the Issue: If your complaint involves a damaged, spoiled, or incorrect item, take clear photographs of the product as evidence. This will significantly speed up the review process.
3. Step 3 – Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: caferio-fresh.click
4. Step 4 – Provide Your Claim Details: In your message, clearly state:
   • Your full name
   • Your order confirmation number
   • The item(s) in question
   • A clear description of the issue
   • Any photos or supporting evidence
   • Your preferred resolution (refund, replacement, or store credit)
5. Step 5 – Review Process: Our team will review your request and may follow up with additional questions within 1–2 business days.
6. Step 6 – Resolution: Once your claim is approved, your refund, replacement, or store credit will be processed within the timeframes described in Section 6.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive the funds depends on your original payment method. The following estimated processing times apply:

Please note that these timelines begin from the date the refund is approved and processed on our end. Additional delays may occur due to your bank or payment provider's internal processing times, which are outside our control.

7. Partial Refunds

In certain circumstances, a partial refund may be issued rather than a full refund. Partial refunds may apply when:

• Only a portion of your order was affected (e.g., one item out of several was incorrect or missing).
• An item was partially consumed before the issue was identified.
• The order was delivered late, but within a reasonable timeframe, and you accepted the delivery.
• A promotional discount or coupon was applied to the original order, and the refund reflects the actual amount paid for the item(s) in question.
• Damage to the item was minor and did not significantly affect the overall quality or safety of the food.

The amount of a partial refund will be calculated based on the proportional value of the affected item(s) relative to the full order total, after accounting for applicable taxes, fees, and promotions.

8. Cancellation Policy

Due to the nature of fresh food preparation, cancellations must be made promptly after an order is placed. The following rules apply to order cancellations:

• Cancellation within 15 minutes: Full refund issued to your original payment method.
• Cancellation after 15 minutes (preparation not started): A partial refund may be issued at our discretion, minus any preparation costs already incurred.
• Cancellation after preparation has begun: No refund will be issued, as ingredients and labor have already been committed to your order.
• Scheduled future orders: These may be cancelled up to 2 hours before the scheduled delivery or pickup time for a full refund.

To cancel an order, please contact us immediately via email at [email protected] with your order number and cancellation request.

9. Exchange Policy

In lieu of a monetary refund, Cafe Rio may offer an order exchange or replacement in the following situations:

• You received the wrong item and prefer the correct item to be sent instead of receiving a refund.
• A food item was unsatisfactory in quality, and you would like the same item re-prepared and re-delivered.
• A missing item from your order can be sent as a replacement delivery or added to your next order at no additional charge.

Exchanges are subject to availability. If the requested replacement item is unavailable, a full refund for that item will be issued instead. Replacement orders will be delivered within a reasonable time, depending on your location and our delivery schedule. We do not offer exchanges for items that have been fully consumed or for issues reported outside the eligible timeframe.

10. Dispute Resolution Process

If you are dissatisfied with the outcome of your refund request, or if you believe your request was handled incorrectly, Cafe Rio provides a structured dispute resolution process to ensure fairness.

Step 1: Internal Escalation

Contact our customer support team at [email protected] and request an escalation of your case to a senior customer service representative. Please include your original ticket or case reference number, a summary of the issue, and the reason you are disputing the initial decision.

Step 2: Formal Written Complaint

If escalation does not resolve the issue to your satisfaction, you may submit a formal written complaint via email to [email protected] with the subject line: "Formal Dispute – [Your Order Number]". We will acknowledge receipt of your complaint within 2 business days and provide a written resolution within 10 business days.

Step 3: Third-Party Mediation

If your complaint remains unresolved after the internal escalation process, you may seek resolution through third-party mediation. Under the Federal Trade Commission (FTC) Act, consumers in the United States have the right to report unfair or deceptive business practices to the FTC at ftc.gov.

Additionally, you may file a complaint with your state's consumer protection office or the Better Business Bureau (BBB). Cafe Rio is committed to resolving disputes in good faith and will cooperate fully with any such proceedings.

Step 4: Chargeback Notice

If you initiate a chargeback through your bank or credit card provider before exhausting our internal dispute resolution process, we reserve the right to contest the chargeback and provide evidence of our compliance with our stated refund policy. We strongly encourage customers to contact us first, as most issues can be resolved quickly and directly.

11. Consumer Rights Under U.S. Law

This Refund Policy is designed to comply with applicable United States federal and state consumer protection laws, including but not limited to:

• The Federal Trade Commission (FTC) Act — which prohibits unfair or deceptive acts or practices in commerce.
• The Electronic Fund Transfer Act (EFTA) — which governs electronic payment transactions and dispute resolution.
• The Fair Credit Billing Act (FCBA) — which provides protections for credit card billing disputes.
• State Consumer Protection Laws — applicable to the state in which the transaction occurs.

Nothing in this Refund Policy is intended to limit or waive any rights you may have under applicable federal or state law.

12. Policy Updates

Cafe Rio reserves the right to modify or update this Refund Policy at any time. Changes will be effective upon posting to our website at caferio-fresh.click. We encourage customers to review this policy periodically. If material changes are made, we will notify customers by posting a notice on our website or by sending an email to the address associated with your account.

Continued use of our website or placement of orders after changes to this policy constitutes your acceptance of the updated terms.

13. Contact Information

If you have any questions, concerns, or wish to initiate a refund request, please do not hesitate to reach out to our customer support team using the contact details below:

Our customer support team is available to assist you with all refund-related inquiries. We are committed to responding to all messages within 1–2 business days and to resolving your issue as efficiently as possible.