Refund Policy

Effective Date: May 20, 2026  |  Last Updated: May 20, 2026

1. Introduction

Cafe Rio ("we," "us," "our," or "the Company") is committed to providing high-quality food products and a satisfying customer experience. We understand that situations may arise where a refund, exchange, or cancellation becomes necessary. This Refund Policy has been created to address those situations transparently, fairly, and in compliance with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act and relevant state regulations.

By placing an order with Cafe Rio through our website caferio-meal.rest or any other ordering platform, you agree to the terms set forth in this Refund Policy. If you do not agree with any part of this policy, please refrain from placing an order and contact us directly at [email protected] to discuss your concerns.

2. Eligibility Conditions for Refunds

Not all orders automatically qualify for a refund. 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 3 of this policy.
• The order must have been placed directly through caferio-meal.rest or an authorized Cafe Rio ordering channel.
• The issue must be clearly documented (e.g., photo evidence for incorrect or unsatisfactory orders).
• The customer must not have consumed the entirety of the food item(s) in question when reporting a quality or accuracy issue.
• The concern must relate to one of the qualifying reasons listed below.

2.1 Qualifying Reasons for Refunds

The following circumstances may qualify you for a full or partial refund:

• Incorrect Order: You received items that differ from what you ordered (wrong items, missing items, or incorrect customizations).
• Food Quality Issues: The food delivered or prepared was spoiled, contaminated, undercooked, or otherwise unsafe for consumption.
• Duplicate Charges: You were charged more than once for the same order due to a technical or processing error.
• Order Not Received: Your order was never delivered or made available for pickup within the estimated time, and no resolution was offered by our team.
• Allergy or Dietary Concerns: You received food containing an ingredient you specifically requested to be excluded, posing a health risk.
• Significant Delay: Your order was excessively delayed beyond the estimated delivery or pickup window without prior notification from Cafe Rio.

3. Timeframes for Refund Requests

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

Requests submitted outside of these windows may not be eligible for a refund. We encourage customers to review their orders promptly upon receipt and report any issues as soon as possible.

4. Non-Refundable Items and Services

Certain items and scenarios are not eligible for refunds under this policy. These include, but are not limited to:

• Orders that have been fully consumed before a complaint is submitted.
• Dissatisfaction based solely on personal taste preferences (e.g., "I didn't like the flavor") when the order was prepared as described.
• Promotional items, complimentary add-ons, or items obtained through reward programs.
• Gift cards, store credit, or loyalty points used in a transaction.
• Delivery fees charged by third-party delivery platforms (please contact the respective platform directly for those charges).
• Orders placed through unauthorized third-party websites or apps not affiliated with Cafe Rio.
• Refund requests submitted beyond the applicable reporting windows defined in Section 3.
• Issues arising from customer-provided incorrect delivery addresses or contact information.

5. How to Request a Refund — Step-by-Step

To request a refund from Cafe Rio, please follow the steps outlined below. Providing complete and accurate information will help us process your request more efficiently.

Step 1: Gather Your Order Information

Before reaching out, collect the following details:

• Your full name and contact information
• Order confirmation number or receipt
• Date and time of the order
• Description of the issue
• Photographs or videos (if applicable) showing the problem

Step 2: Contact Cafe Rio

Submit your refund request through one of the following channels:

• Email: [email protected] — include your order number and a clear description of the issue in the subject line (e.g., "Refund Request — Order #12345").
• Website: Visit caferio-meal.rest and use the Contact or Support section to submit your inquiry.

Step 3: Await Our Confirmation

After receiving your request, our customer support team will send an acknowledgment within 1 business day. This confirmation will include a reference number for your request.

Step 4: Review and Investigation

Our team will review your submission, which may include verifying your order details, reviewing submitted evidence, and consulting with our kitchen or delivery team. This process typically takes 2 to 5 business days.

Step 5: Refund Decision

You will be notified of our decision via email. If approved, we will inform you of the refund method and the estimated processing time. If denied, we will provide a clear explanation of the reason.

6. Refund Processing Times by Payment Method

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

Please note that while we process refunds promptly on our end, final posting times may vary depending on your financial institution. We recommend contacting your bank or card issuer if the refund does not appear within the stated timeframe.

7. Partial Refunds

In some cases, a partial refund may be issued instead of a full refund. Partial refunds may apply under the following circumstances:

• Only a portion of the order was incorrect or missing.
• The food was partially consumed before the issue was identified.
• The issue affected only certain items in a multi-item order.
• A discount, promo code, or reward credit was applied to the original order.
• The order experienced a moderate (not excessive) delay that caused partial inconvenience.

The refund amount in partial cases will be calculated based on the retail price of the affected item(s) only, minus any applied discounts or promotional value. Our team will communicate the refund breakdown clearly when notifying you of the decision.

8. Exchange Policy

Due to the perishable nature of food products, direct item exchanges are generally not available for delivery orders. However, the following exchange-related options may be available:

• In-Store or Pickup Orders: If you received an incorrect item and are present at our location, our team will make every effort to replace it immediately with the correct item at no additional charge.
• Delivery Orders: For incorrect or missing items in delivery orders, we will typically issue a refund or store credit rather than a re-delivery, unless circumstances allow for an expedited replacement.
• Store Credit Option: In lieu of a monetary refund, customers may choose to receive Cafe Rio store credit of equivalent value, which can be applied to future orders through caferio-meal.rest.

Exchanges must be requested within the same timeframes outlined in Section 3. We reserve the right to determine the most appropriate resolution method on a case-by-case basis.

9. Cancellation Policy

We begin preparing orders shortly after they are placed to ensure freshness and timely delivery. As a result, our cancellation window is limited.

9.1 Cancellation Before Preparation Begins

If you wish to cancel your order, you must do so within 5 minutes of order placement. Cancellations requested within this window are eligible for a full refund to the original payment method. To cancel, contact us immediately at [email protected] with your order number and "CANCEL" in the subject line.

9.2 Cancellation After Preparation Has Begun

Once food preparation has commenced, cancellations are generally not accepted, and no refund will be issued. Exceptions may be made at the sole discretion of Cafe Rio in extraordinary circumstances (e.g., a confirmed system error or duplicate order).

9.3 Cancellation by Cafe Rio

In rare situations, Cafe Rio may need to cancel an order due to ingredient unavailability, operational issues, or other unforeseen circumstances. In such cases, customers will be notified promptly and will receive a full refund to their original payment method within the processing times outlined in Section 6.

10. Dispute Resolution Process

If you believe your refund request was incorrectly denied or handled unfairly, you have the right to escalate the matter through our formal dispute resolution process.

10.1 Internal Escalation

Send a written appeal to [email protected] with the subject line "Refund Dispute — [Your Order Number]." Include all relevant documentation, your original refund request reference number, and a clear explanation of why you believe the decision should be reconsidered. A senior member of our team will review your appeal and respond within 5 business days.

10.2 Chargeback Process

If you are unsatisfied with our resolution and believe you have been charged in error, you have the right under U.S. federal and state consumer protection laws to initiate a chargeback through your credit card issuer or bank. We encourage customers to exhaust our internal resolution options before pursuing a chargeback, as we are committed to resolving disputes fairly and promptly.

10.3 Third-Party Mediation

Should internal resolution fail, disputes may be submitted to a neutral third-party mediation service. Both parties agree to engage in good-faith mediation before pursuing formal legal action. Mediation costs shall be shared equally unless otherwise determined by the mediator.

10.4 Governing Law

This Refund Policy is governed by the laws of the United States of America and applicable state laws. Consumer rights under the Federal Trade Commission (FTC) Act are fully preserved. Nothing in this policy limits your statutory rights as a consumer.

11. Consumer Rights Under U.S. Law

As a consumer in the United States, you are protected by federal and state consumer protection regulations. These include but are not limited to:

• The FTC Act, which prohibits unfair or deceptive business practices, including misleading refund policies.
• State-level consumer protection statutes that may provide additional rights depending on your state of residence.
• The Fair Credit Billing Act (FCBA), which allows consumers to dispute billing errors on credit card statements.

Cafe Rio respects and upholds all applicable consumer rights. If you believe your consumer rights have been violated, you may also contact your state's Attorney General office or file a complaint with the Federal Trade Commission at www.ftc.gov.

12. Changes to This Refund Policy

Cafe Rio reserves the right to update or modify this Refund Policy at any time. Changes will be posted on our website at caferio-meal.rest with a revised effective date. Continued use of our services after any changes constitutes your acceptance of the updated policy. We encourage customers to review this policy periodically to stay informed of any updates.

13. Contact Information for Refund Requests

If you have any questions about this Refund Policy, wish to submit a refund request, or need assistance with a recent order, please do not hesitate to contact us through any of the following methods:

This Refund Policy was last updated on May 20, 2026, and is effective as of that date. It applies to all orders placed through caferio-meal.rest and any other authorized Cafe Rio ordering channels.