Refund Policy

At Cafe Rio, we are committed to providing our customers with high-quality food and an exceptional dining experience. We understand that sometimes things do not go as expected, and we want to ensure that every customer is satisfied with their order. This Refund Policy outlines the terms and conditions under which refunds, exchanges, and cancellations are handled for orders placed through our website at caferiomexican.click or through any of our affiliated ordering channels.

Please read this policy carefully before placing an order. By completing a purchase or placing an order with Cafe Rio, you agree to the terms set forth in this Refund Policy. If you have any questions or concerns, please do not hesitate to contact us at [email protected].

1. Our Commitment to Customer Satisfaction

Cafe Rio takes pride in the quality of our food and service. We prepare our menu items fresh to order using quality ingredients. However, we acknowledge that errors can occasionally occur — whether in the preparation of your order, the delivery process, or billing. Our goal is to resolve any issues fairly, promptly, and in accordance with applicable United States consumer protection laws, including standards set by the Federal Trade Commission (FTC) under the FTC Act.

This policy applies to all orders placed directly through caferiomexican.click. Orders placed through third-party delivery platforms (such as DoorDash, Uber Eats, Grubhub, or similar services) are subject to the refund policies of those respective platforms. We encourage customers who ordered through a third-party service to contact that platform directly for refund assistance.

2. Eligibility Conditions for Refunds

A refund request may be considered eligible under the following circumstances:

• Incorrect Order: You received an item that is different from what you ordered (e.g., wrong protein, wrong burrito size, or wrong dish entirely).
• Missing Items: One or more items from your order were not included in your delivery or pickup order.
• Food Quality Issues: The food delivered or prepared was undercooked, spoiled, contaminated, or otherwise unfit for consumption.
• Allergic Reaction or Health Concern: You experienced an adverse health reaction due to an ingredient that was not disclosed or that was included contrary to your specific instructions regarding dietary restrictions or allergies.
• Duplicate Charges: You were charged more than once for the same order due to a technical error.
• Order Not Delivered: Your delivery order was confirmed but never arrived within the reasonable estimated delivery window, and Cafe Rio is unable to verify delivery.
• Technical Payment Errors: Your payment was processed but no order was generated or confirmed on our end.

Cafe Rio reserves the right to evaluate each refund request on a case-by-case basis. Approval of a refund is not guaranteed and is subject to our investigation and verification process.

3. Timeframes for Refund Requests

To be considered for a refund, customers must submit their refund request within the following timeframes:

Refund requests submitted outside of these timeframes may not be honored. We strongly encourage customers to review their orders upon receipt and to contact us immediately if any issue is identified.

4. Non-Refundable Items and Services

Certain items and circumstances are not eligible for a refund. These include, but are not limited to:

• Food items that have been partially or fully consumed, except in cases of a documented food quality or safety concern.
• Orders where the customer changed their mind after the order has been prepared or dispatched.
• Customization errors made by the customer at the time of ordering (e.g., choosing the wrong size, protein, or add-ons).
• Delivery fees, service fees, and convenience fees charged by our platform or third-party services, unless the non-delivery was confirmed as our fault.
• Promotional items, free add-ons, or complimentary food included with an order.
• Gift cards and any prepaid loyalty credits once redeemed.
• Orders placed through third-party delivery apps — those must be handled directly with the respective platform.
• Refund requests that cannot be verified due to insufficient evidence or information provided by the customer.

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

To initiate a refund request, please follow these steps carefully:

1. Step 1 — Document the Issue: Take clear photographs of the incorrect, missing, or problematic food item(s). Keep any packaging, receipts, or order confirmation emails as supporting evidence.
2. Step 2 — Contact Us: Reach out to our customer support team via email at [email protected] or through the contact form available on caferiomexican.click.
3. Step 3 — Provide Order Details: Include the following information in your message:
   • Full name used for the order
   • Order confirmation number
   • Date and time of the order
   • Description of the issue
   • Photographs or other supporting evidence
   • Your preferred refund method (original payment method or store credit)
4. Step 4 — Await Review: Our customer service team will review your submission within 2 to 3 business days and may contact you for additional information if needed.
5. Step 5 — Receive Decision: You will be notified by email of the outcome of your refund request. If approved, your refund will be processed according to the timelines outlined in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved, processing times vary depending on the payment method used at the time of purchase:

Please note that while we process refunds promptly on our end, your bank or financial institution may take additional time to post the credit to your account. Cafe Rio is not responsible for delays caused by your bank or payment processor. If you have not received your refund within the above timeframes, please contact your bank before reaching out to us.

7. Partial Refunds

In certain situations, Cafe Rio may issue a partial refund rather than a full refund. Partial refunds may apply when:

• Only one or a few items in a multi-item order were incorrect or missing, and the rest of the order was correctly fulfilled.
• The food quality concern applies to a specific item but not the entire order.
• A portion of the order was consumed before the quality issue was identified.
• A promotional discount was applied to the original order, in which case the refund amount will reflect the actual amount paid after the discount.
• Delivery or service fees are not eligible for a refund, but the food cost is approved for reimbursement.

The amount of any partial refund will be communicated to you clearly in our decision email. If you disagree with the partial refund amount, please refer to our dispute resolution process in Section 10.

8. Exchange Policy

Due to the perishable nature of food products, Cafe Rio does not offer traditional item exchanges in the same way that retail stores might. However, we do offer the following alternatives depending on the situation:

• In-Store Orders: If you are dining in or picking up your order and immediately notice an error before consuming any food, please notify our staff right away. In most cases, we will be able to prepare the correct item for you at no additional charge.
• Online Orders — Incorrect Items: If your delivery or pickup order included incorrect items, we may offer to re-prepare and deliver the correct items (subject to availability and delivery area) or issue a refund for the affected items.
• Store Credit as Alternative: In cases where re-preparation is not feasible, we may offer store credit equivalent to the value of the affected item(s), which can be used toward a future order on caferiomexican.click.

All exchange requests are subject to the same eligibility conditions and timeframes described in Sections 2 and 3 of this policy.

9. Cancellation Policy

We understand that plans change. Our cancellation policy is as follows:

9.1 Online Orders

Online orders may be cancelled within 5 minutes of being placed, provided that our kitchen team has not yet begun preparing your order. To cancel an order, please contact us immediately at [email protected] with your order confirmation number. Orders that have already entered the preparation stage cannot be cancelled, and no refund will be issued for cancellation requests received after preparation has begun.

9.2 Catering and Large Orders

For catering orders or large group orders (typically defined as orders exceeding $100 in total value), the following cancellation terms apply:

9.3 Scheduled Future Orders

If you have placed an order scheduled for a future date or time, you may cancel it up to 2 hours before the scheduled time for a full refund. Cancellations made within 2 hours of the scheduled time are not eligible for a refund.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Cafe Rio encourages the following dispute resolution process in accordance with applicable United States law, including the FTC Act's consumer protection provisions:

1. Step 1 — Internal Review Request: Email us at [email protected] with the subject line "Refund Dispute — [Your Order Number]." Provide a detailed explanation of why you believe the initial decision was incorrect and include any additional evidence. Our management team will conduct a secondary review within 5 business days.
2. Step 2 — Escalation: If the secondary review does not resolve the matter to your satisfaction, you may request escalation to a senior customer relations representative by clearly stating so in your follow-up email.
3. Step 3 — Chargeback Rights: As a consumer in the United States, you retain the right to dispute charges with your credit card issuer or bank through the chargeback process under Regulation Z (for credit cards) or Regulation E (for debit card transactions). We recommend exhausting our internal process first, as chargebacks may delay resolution.
4. Step 4 — Consumer Protection Agencies: You may also file a complaint with the Federal Trade Commission (FTC) at ftc.gov/complaint or with your state's Attorney General's office if you believe your consumer rights have been violated.
5. Step 5 — Informal Mediation: For disputes involving amounts exceeding $500, both parties agree to attempt good-faith informal mediation before pursuing any formal legal action.

11. Chargebacks and Fraudulent Claims

Cafe Rio takes fraudulent refund claims and unauthorized chargebacks seriously. If we determine that a refund request was made in bad faith, or that a chargeback was filed without first attempting to resolve the issue through our customer service channels, we reserve the right to:

• Dispute the chargeback with the relevant financial institution and provide evidence of the valid transaction.
• Suspend or permanently ban the associated account from placing future orders on caferiomexican.click.
• Pursue recovery of funds through appropriate legal channels if the amount in dispute warrants such action.

We ask all customers to engage with us honestly and in good faith. We are committed to resolving all legitimate disputes fairly and quickly.

12. Policy Updates

Cafe Rio reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on this page with a revised effective date. We encourage customers to review this policy periodically. Your continued use of our website and services following any changes constitutes your acceptance of the updated policy.

13. Contact Information for Refund Requests

For all refund-related inquiries, cancellations, or disputes, please contact our customer support team using the information below. We aim to respond to all inquiries within 1 to 2 business days.

When contacting us, please include your order confirmation number, the email address used to place your order, and a clear description of the issue. This will help us process your request as efficiently as possible.