Refund Policy

Effective Date: April 1, 2026 | Last Updated: April 1, 2026

1. Introduction

This Refund Policy applies to all purchases, orders, and transactions made through our website riosscafe.world, our mobile platforms, third-party delivery partners, and in-store at any Cafe Rio location. By placing an order or making a purchase with us, you agree to the terms outlined in this policy.

We encourage you to read this document carefully before completing any transaction. If you have questions or concerns, please do not hesitate to contact our customer support team using the information provided at the end of this policy.

2. Eligibility Conditions for Refunds

To be eligible for a refund, the following conditions must generally be met:

• The refund request must be submitted within the applicable timeframe outlined in Section 3 of this policy.
• The issue must be directly related to the quality, accuracy, or safety of the food or beverage item ordered.
• You must provide proof of purchase, such as a receipt, order confirmation number, or transaction ID.
• The item or order must not fall under the non-refundable categories described in Section 5 of this policy.
• Refund requests must be submitted in good faith, with accurate and honest descriptions of the issue.

Refunds may be approved under the following circumstances:

• Incorrect Order: You received an item that was different from what you ordered.
• Missing Items: One or more items were missing from your order upon delivery or pickup.
• Food Quality Issues: The food received was spoiled, contaminated, undercooked, or otherwise unfit for consumption.
• Allergy Concerns: An item was prepared with an ingredient that you specifically requested to be excluded and this caused a documented allergic reaction or health issue.
• Significant Delay: An order placed for delivery or pickup was excessively delayed beyond the estimated time provided without prior notification.
• Duplicate Charges: You were charged more than once for the same order due to a technical error.

3. Timeframes for Refund Requests

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

Requests submitted outside of these timeframes may be reviewed at our sole discretion, and we reserve the right to decline refunds for late submissions unless exceptional circumstances are documented and verified.

4. Non-Refundable Items and Services

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

• Orders that have already been consumed in full without a reported issue at the time of consumption.
• Items customized per your specific request (e.g., special dietary modifications) that were prepared correctly as requested.
• Promotional or discounted items purchased as part of a limited-time offer, unless the item was defective or incorrect.
• Digital gift cards or e-vouchers once redeemed or used in part or in full.
• Delivery fees charged by third-party delivery services (these are subject to the respective platform's refund policy).
• Service charges, tips, or gratuities included in the bill.
• Orders canceled after preparation has already begun (see Section 9 for cancellation details).
• Dissatisfaction based solely on personal taste preferences, provided the item was prepared according to its standard description.

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

To submit a refund request, please follow these steps:

1. Gather Your Information: Before contacting us, collect the following:
   • Your order confirmation number or receipt
   • The date and time of your order
   • A clear description of the issue
   • Photographs of the item (if applicable, especially for quality or safety concerns)
   • Your preferred refund method
2. Contact Us: Reach out to our customer service team using one of the following methods:
   • Email: [email protected]
   • Website: riosscafe.world
3. Submit Your Request: Provide all relevant details and supporting evidence. Incomplete submissions may delay the review process.
4. Acknowledgment: You will receive an acknowledgment of your request within 1–2 business days confirming that your case is under review.
5. Review and Decision: Our team will investigate your claim and notify you of the decision within 3–5 business days. We may contact you for additional information if needed.
6. Refund Issuance: If your request is approved, the refund will be processed according to the timeframes outlined in Section 6.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes for the funds to reach you depends on your original payment method:

Please note that while we process refunds promptly on our end, your financial institution or payment provider may have their own internal processing times that are beyond our control.

7. Partial Refunds

In certain situations, a partial refund may be more appropriate than a full refund. Partial refunds may be granted in the following circumstances:

• Only one or a few items in a multi-item order were incorrect or missing, while the remainder of the order was fulfilled correctly.
• A food item was of substandard quality but was partially consumed before the issue was identified.
• An order was delivered late, but the food was still received and consumed.
• A coupon, discount, or promotional credit was applied to the original order and the refund amount will reflect the actual amount paid for the affected item(s).

The amount of a partial refund will be determined at the discretion of our customer service team based on the specifics of each case. We are committed to fair and reasonable resolution in all instances.

8. Exchange Policy

In many cases, particularly for in-store or pickup orders, we may offer to replace an incorrect or unsatisfactory item rather than issue a monetary refund. Our exchange policy is as follows:

• Exchanges are available for incorrect or defective items reported at the time of pickup or during dine-in.
• Replacement items will be prepared and provided promptly at no additional cost to the customer.
• Exchanges for delivery orders are handled on a case-by-case basis, and we may offer either a replacement delivery or a refund depending on feasibility and circumstances.
• Exchanges are not available for items that have been substantially consumed.
• If an exchange is not possible or practical, a refund or store credit will be offered instead.

9. Cancellation Policy

We understand that plans can change. Our cancellation policy is designed to be as flexible as possible while accounting for the perishable nature of food products and preparation costs.

9.1 Standard Orders (Dine-In and Pickup)

• Orders canceled immediately after placement (before preparation begins) are fully refundable.
• Once food preparation has begun, cancellations may not be eligible for a full refund. A partial refund may be considered depending on the stage of preparation.
• In-store orders cannot be canceled once food has been served.

9.2 Pre-Orders and Catering Orders

• Catering or large group orders may be canceled for a full refund if notice is provided at least 48 hours prior to the scheduled fulfillment time.
• Cancellations made between 24 and 48 hours before the event may receive a 50% refund or store credit.
• Cancellations made less than 24 hours before the scheduled time are generally non-refundable due to the cost of ingredients and preparation already incurred.
• Exceptions may be made for documented emergencies. Please contact us as soon as possible in such cases.

9.3 Delivery Orders

• Delivery orders may be canceled for a full refund if the cancellation is made before the order is accepted and dispatched to our kitchen.
• Once the order has been accepted and preparation has begun, standard cancellation terms apply.
• For orders placed through third-party delivery platforms, the cancellation policy of that platform will also apply.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, you have the right to escalate the matter. We are committed to resolving all disputes in a fair and timely manner.

10.1 Internal Escalation

If your initial refund request is denied or you feel the resolution offered is inadequate, you may request that your case be reviewed by a senior member of our customer service team. To do so, reply to your original correspondence and request an escalation. We will respond within 3 business days with a final determination.

10.2 Chargeback and Payment Disputes

You have the right to contact your bank or credit card issuer to initiate a chargeback if you believe you have been incorrectly charged. Under the Fair Credit Billing Act (FCBA) and applicable consumer protection laws, you may dispute billing errors with your financial institution. We encourage you to contact us first to resolve the matter directly before initiating a chargeback, as this allows for a faster resolution.

10.3 Consumer Protection Agencies

Customers in the United States may also file a complaint with the following agencies if they believe their consumer rights have been violated:

• Federal Trade Commission (FTC): www.ftc.gov
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your state's Attorney General Office for state-specific consumer protection matters.

10.4 Governing Law

This Refund Policy is governed by the laws of the United States and any applicable state laws where the transaction takes place. Any disputes arising under this policy shall be subject to the jurisdiction of the applicable state courts in the United States.

11. Food Safety and Health Concerns

If you believe a food item caused a foodborne illness or posed a serious health risk, please contact us immediately. In addition to processing your refund, we take food safety very seriously and will conduct an internal investigation.

You are also encouraged to report serious food safety concerns to the U.S. Food and Drug Administration (FDA) at www.fda.gov or your local health department. Your safety is our highest priority.

12. Changes to This Policy

Cafe Rio reserves the right to update or modify this Refund Policy at any time. Changes will be effective upon posting to our website at riosscafe.world. We encourage you to review this policy periodically to stay informed of any updates. Continued use of our services following any changes constitutes your acceptance of the revised policy.

13. Contact Information

For all refund requests, questions, or concerns related to this policy, please reach out to our customer service team: