Refund Policy

Effective Date: June 14, 2026 | Last Updated: June 14, 2026

1. Introduction

At Cafe Rio, we are deeply committed to delivering a high-quality food experience to every customer. We take pride in the freshness of our ingredients, the care of our preparation, and the satisfaction of every order. However, we understand that situations may arise where you are not fully satisfied with your purchase. This Refund Policy has been established to ensure a fair, transparent, and consistent process for all refund, exchange, and cancellation requests.

This policy applies to all orders placed through our website tastycaferio.click, including online orders for pickup, delivery, and catering services. This policy complies with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act and, where applicable, state-specific consumer protection regulations.

2. Eligibility Conditions for Refunds

We want every Cafe Rio experience to be exceptional. You may be eligible for a refund under the following conditions:

• Incorrect Order: You received an item or order that does not match what you placed. For example, a different menu item, wrong customizations, or missing components.
• Food Quality Issues: The food item received was spoiled, undercooked, overcooked, or otherwise unfit for consumption at the time of delivery or pickup.
• Allergen Concerns: If an item contained an allergen that was clearly flagged during the order process as an exclusion, and the item was prepared incorrectly, you may be eligible for a refund or replacement.
• Undelivered Orders: Your order was confirmed and paid for but never delivered to the specified address and was not available for pickup as scheduled.
• Duplicate Charges: You were charged more than once for the same order due to a technical or processing error.
• Significant Delivery Delay: Your order was delivered significantly later than the estimated time provided, resulting in food that was no longer suitable for consumption.

Refund eligibility is assessed on a case-by-case basis. Cafe Rio reserves the right to request photographic or other evidence to verify any reported issue before processing a refund.

3. Timeframes for Refund Requests

To ensure timely resolution of any issues, refund requests must be submitted within the following timeframes:

Requests submitted outside these timeframes may not be eligible for a full refund, although Cafe Rio will make reasonable efforts to assist customers and resolve issues whenever possible.

4. Non-Refundable Items and Services

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

• Change of Mind: Orders that have already been prepared or are in the preparation process cannot be refunded due to a change of preference or appetite.
• Partially Consumed Items: Food items that have been substantially consumed are not eligible for a refund, except in cases involving documented food safety concerns.
• Customization Errors by the Customer: If an incorrect customization was selected by you during the ordering process, and the item was prepared exactly as ordered, no refund will be issued.
• Promotional or Discounted Items: Items purchased at a heavily discounted promotional rate or as part of a limited-time offer may not be eligible for a refund unless they fail to meet quality standards.
• Gift Cards and Credits: Purchased gift cards and store credits are non-refundable and cannot be exchanged for cash.
• Third-Party Delivery Fees: Delivery fees charged by third-party delivery platforms (such as DoorDash, Uber Eats, or Grubhub) are subject to those platforms' own refund policies and are outside Cafe Rio's direct control.
• Service Fees and Taxes: Processing fees, service charges, and applicable sales taxes are generally non-refundable unless the entire order qualifies for a full refund.

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

Requesting a refund from Cafe Rio is straightforward. Please follow these steps to initiate your request:

1. Step 1 — Gather Your Information: Before reaching out, have the following ready: your order confirmation number, the date and time of your order, your contact information, a description of the issue, and any supporting photos or documentation.
2. Step 2 — Contact Us: Reach out to our customer support team using one of the methods listed below. Email is the preferred method for refund requests, as it allows us to keep a record of your case.
   • Email: [email protected]
   • Website: tastycaferio.click
3. Step 3 — Describe Your Issue: Provide a clear and detailed description of the problem. Include the specific items affected, what was wrong, and your preferred resolution (refund, replacement, or store credit).
4. Step 4 — Submit Supporting Evidence: Attach any relevant photographs of the food, packaging, or receipt. This helps us assess your claim quickly and accurately.
5. Step 5 — Await Confirmation: Our customer support team will acknowledge your request within 1–2 business days and begin reviewing your case.
6. Step 6 — Resolution: Once our review is complete, we will notify you of the outcome via email. If your refund is approved, we will process it using the original payment method or offer an alternative resolution such as store credit or a replacement meal.

6. Refund Processing Times by Payment Method

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

Please note that Cafe Rio processes refunds from our end promptly, but the actual posting of funds to your account is subject to your financial institution's processing times, which are beyond our control. If you have not received your refund within the stated timeframe, please first check with your bank or card provider before contacting us.

7. Partial Refunds

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

• Only one or a few items in a multi-item order were unsatisfactory, while the rest of the order was acceptable.
• The food quality issue was minor in nature and did not affect the overall order experience significantly.
• A catering order was partially cancelled, and a portion of the order had already been prepared or sourced.
• A delivery was significantly delayed, but the food was still delivered and partially consumed.
• A discount, coupon, or promotional code was applied to the order, and only the net paid amount is eligible for a refund.

Partial refund amounts will be communicated clearly to the customer, along with a breakdown of how the amount was determined. Cafe Rio strives to be fair and transparent in all partial refund decisions.

8. Exchange Policy

Where a refund may not be appropriate or necessary, Cafe Rio may offer a replacement or exchange as a suitable resolution. Our exchange policy works as follows:

• Incorrect Items: If you received the wrong item, we will prioritize preparing and delivering or making available the correct item as quickly as possible at no additional charge.
• Quality Issues: If an item does not meet our quality standards, you may request a replacement of the same item or a substitute of equal value.
• Exchanges for In-Store Orders: Exchanges for in-store purchases must be requested at the point of service before leaving the establishment. Our staff will be happy to assist you promptly.
• No Upcharges on Exchanges: If an exchange is warranted due to an error on our part, no additional charges will be applied, even if the replacement item is of slightly higher value.

Exchanges are subject to the same eligibility conditions as refunds and must be requested within the applicable timeframes outlined in Section 3 of this policy.

9. Cancellation Policy

We understand that plans change. Here is how our cancellation policy works:

9.1 Standard Online Orders

Standard food orders placed through our website may be cancelled within 5 minutes of placement, provided that food preparation has not yet begun. Once preparation has started, cancellations may not be possible, and a refund cannot be guaranteed. If you need to cancel, please contact us immediately at [email protected] or through our website.

9.2 Catering and Large Group Orders

For catering orders and large group orders, the following cancellation terms apply:

Extenuating circumstances, such as documented medical emergencies or natural disasters, may be considered on a case-by-case basis. Documentation may be required.

9.3 Subscription or Loyalty Program Orders

If Cafe Rio offers any subscription-based meal plans or loyalty program orders, cancellation terms specific to those programs will be provided at the time of enrollment and will supplement this general policy.

10. Dispute Resolution Process

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

10.1 Internal Escalation

If your initial refund request is denied or you feel the resolution offered is inadequate, you may escalate your concern by sending a written request to our management team at [email protected] with the subject line "Refund Dispute — [Your Order Number]." Please include all previous correspondence and any additional information that supports your claim.

Our management team will review the escalated case within 5 business days and provide a final internal decision.

10.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute charges with your bank or credit card issuer under applicable consumer protection laws, including protections provided by the Fair Credit Billing Act (FCBA). We encourage you to attempt resolution with Cafe Rio directly before initiating a chargeback, as direct resolution is typically faster and more straightforward.

10.3 Third-Party Mediation

In the event that an internal resolution cannot be reached, either party may seek resolution through a neutral third-party mediator. Mediation costs will be shared equally unless otherwise agreed upon.

10.4 Consumer Protection Agencies

You also have the right to contact the following agencies if you believe your consumer rights have been violated:

• Federal Trade Commission (FTC): www.ftc.gov — For complaints related to deceptive or unfair business practices.
• Better Business Bureau (BBB): www.bbb.org — For mediation and business dispute resolution.
• State Attorney General's Office: Each state has its own consumer protection division that handles complaints against businesses operating within the state.

11. Contact Information for Refund Requests

Our customer service team is available and ready to assist you with any refund, exchange, or cancellation inquiry. Please use the following contact details:

12. Policy Updates

Cafe Rio reserves the right to modify or update this Refund Policy at any time. Changes will be posted on our website at tastycaferio.click with an updated effective date. We encourage you to review this policy periodically. Your continued use of our services following any changes constitutes your acceptance of the updated policy.