Refund Policy

Effective Date: June 4, 2026  |  Last Updated: June 4, 2026

1. Introduction

At Cafe Rio, customer satisfaction is our highest priority. We are committed to delivering fresh, high-quality food and a positive ordering experience every time you interact with us through our website caferiomeal.click. We understand that issues may occasionally arise, and we have established this Refund Policy to ensure a fair and transparent resolution process for all customers.

This policy applies to all orders placed online through our website and governs refund eligibility, request procedures, processing timelines, and dispute resolution. By placing an order with us, you agree to the terms set forth in this Refund Policy.

This policy is governed by applicable United States federal consumer protection law, including the Federal Trade Commission Act (15 U.S.C. § 41 et seq.), as well as applicable state consumer protection statutes.

2. Eligibility Conditions for Refunds

Not all situations automatically qualify for a refund. We evaluate each refund request individually based on the circumstances described below. You may be eligible for a full or partial refund if:

• Your order was never delivered or picked up due to an error on our part.
• You received the wrong items in your order that were not as described on our menu.
• Your food arrived in an unsatisfactory condition, such as spoiled, contaminated, or significantly different from what was ordered.
• You were charged more than once for the same order due to a payment processing error.
• Your order was cancelled by Cafe Rio before preparation or delivery commenced.
• A technical error on our website caused a duplicate charge or failed to apply a valid promotional discount.
• You have a documented food allergy concern and the order was prepared incorrectly contrary to your specified instructions.

Refund eligibility is subject to review and verification. We reserve the right to request supporting documentation, such as photographs of the incorrect or unsatisfactory items, before processing your refund.

3. Timeframes for Refund Requests

To ensure we can investigate and resolve your issue effectively, all refund requests must be submitted within the following timeframes:

Requests submitted after these deadlines may not be honored. However, we encourage you to contact us regardless, as we will review each case with discretion and good faith.

4. Non-Refundable Items and Services

Certain purchases and situations are not eligible for a refund. The following are generally considered non-refundable:

• Orders that have already been prepared and are ready for pickup — Once your order has been confirmed as prepared, it cannot be cancelled or refunded unless a quality issue is identified.
• Completed deliveries where the customer provided an incorrect delivery address — We are not responsible for undelivered orders due to customer-provided incorrect information.
• Promotional or discounted items — Items purchased at a special promotional price or with a coupon code are non-refundable unless they are defective or incorrect.
• Gift cards and store credits — Gift card purchases are final and non-refundable.
• Customer remorse — Refunds will not be issued simply because you changed your mind after the order was confirmed and preparation began.
• Partially consumed food items — Refunds will not be issued for items that have been largely consumed unless a documented quality or safety concern is raised.
• Delivery fees and service charges — These fees are non-refundable once the delivery service has been initiated, except in cases of our error.

5. How to Request a Refund

To request a refund, please follow the step-by-step process outlined below. Providing complete and accurate information will help us process your request quickly.

Step 1: Gather Your Order Information

Before contacting us, please have the following information ready:

• Your full name and contact information used at the time of order
• Your order confirmation number or receipt
• The date and time of the order
• A clear description of the issue
• Photographs or screenshots (if applicable, especially for quality or incorrect item claims)

Step 2: Contact Our Support Team

Submit your refund request by reaching out to us through one of the following methods:

• Email: [email protected]
• Website: caferiomeal.click

Please include the subject line: "Refund Request – [Your Order Number]" when emailing us. This helps our team prioritize and locate your order quickly.

Step 3: Wait for Acknowledgment

Once we receive your request, you will receive an acknowledgment response within 1–2 business days. Our team may ask for additional information or documentation to support your claim.

Step 4: Review and Decision

Our customer service team will review your request thoroughly. You will receive a decision regarding your refund eligibility within 3–5 business days of your initial request submission.

Step 5: Refund Issuance

If your refund is approved, it will be processed according to the timelines specified in Section 6 of this policy. You will receive a confirmation email once the refund has been initiated.

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:

7. Partial Refunds

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

• Only one or a few items in your order were incorrect or missing, while the rest of the order was satisfactory.
• A portion of your meal was consumed before a quality concern was identified.
• A discount, coupon, or promotional credit was applied to the original order, and the refund is calculated based on the amount actually paid for the affected items.
• The issue reported only partially affected the overall order experience.
• Delivery fees are non-refundable, so the refund amount will reflect the food cost only.

The amount of a partial refund will be communicated to you during the review process, and you will have the opportunity to accept or escalate the decision to our dispute resolution process described in Section 10.

8. Exchange Policy

Due to the perishable nature of food products, direct exchanges are generally not available for completed orders. However, we offer the following alternatives when an order issue is confirmed:

• Order Replacement: If your order was incorrect or unsatisfactory, we may offer to prepare and deliver or make available a replacement order at no additional cost, subject to your location and operational availability.
• Store Credit: In lieu of a monetary refund or replacement, we may offer store credit equivalent to the value of the affected items. Store credits can be applied to future orders placed through caferiomeal.click.
• Menu Item Substitution: If a specific menu item is unavailable and was included in your order, we will contact you before processing to offer a comparable substitute or cancel that item and refund you accordingly.

Exchange requests must be submitted within the same timeframes outlined in Section 3 of this policy.

9. Cancellation Policy

We understand that plans change. Our cancellation policy is designed to be as flexible as possible while acknowledging the realities of food preparation timelines.

9.1 Order Cancellation by the Customer

• Within 10 minutes of placing the order: You may cancel your order for a full refund if preparation has not yet begun. Contact us immediately at [email protected] with your order number.
• After 10 minutes or once preparation has begun: Cancellations are generally not accepted. If preparation has started, the order is considered final and non-refundable.
• Scheduled future orders: If you placed an advance or scheduled order, you may cancel up to 2 hours before the scheduled preparation time for a full refund.

9.2 Order Cancellation by Cafe Rio

We reserve the right to cancel orders in exceptional circumstances, including but not limited to:

• Unavailability of ordered items or ingredients
• Operational closures or technical outages
• Suspected fraudulent transactions
• Inability to complete delivery due to address issues

In all cases where we cancel your order, you will receive a full refund to your original payment method within the applicable processing timeframe.

10. Dispute Resolution Process

If you are not satisfied with our refund decision, we provide a structured dispute resolution process to ensure your concern is addressed fairly.

10.1 Internal Escalation

If you disagree with the initial decision on your refund request, you may escalate the matter by sending an email to [email protected] with the subject line "Refund Dispute Escalation – [Your Order Number]". Please include your original refund request details and a clear explanation of why you believe the decision should be reconsidered. A senior member of our team will review your escalation within 5 business days.

10.2 Chargeback and Credit Card Disputes

You have the right to dispute charges with your credit card issuer or financial institution under the Fair Credit Billing Act (15 U.S.C. § 1666 et seq.). However, we strongly encourage you to contact us first, as we can often resolve issues faster than a formal chargeback process. Initiating a chargeback without first contacting us may result in delays and does not guarantee a faster resolution.

10.3 Consumer Protection Agencies

If your dispute remains unresolved, you have the right to file a complaint with the following agencies:

• Federal Trade Commission (FTC): www.ftc.gov or 1-877-FTC-HELP
• Your state's Attorney General consumer protection office
• Better Business Bureau (BBB): www.bbb.org

10.4 Governing Law

This Refund Policy is governed by the laws of the United States. Any disputes arising under this policy shall be subject to applicable federal and state consumer protection laws. We are committed to complying with all applicable legal obligations, including the FTC Act's prohibition on unfair or deceptive trade practices.

11. California Residents

If you are a resident of California, you may have additional rights under the California Consumer Privacy Act (CCPA) and the California Consumer Protection statutes. For any refund-related matters involving your personal data, please refer to our Privacy Policy available on caferiomeal.click. California consumers may also contact the California Department of Consumer Affairs at www.dca.ca.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 with a revised effective date. We encourage you to review this policy periodically. Your continued use of our services after any changes are posted constitutes your acceptance of the updated policy.

13. Contact Information for Refund Requests

For all refund-related inquiries, please contact our customer support team using the information below. We are here to help and will do our best to resolve your concern promptly and fairly.