Refund Policy

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

1. Introduction

This Refund Policy applies to all purchases made through our website riosscafe.top, in-store at our location, or through any authorized third-party delivery platforms affiliated with Cafe Rio. By placing an order with us, you agree to the terms outlined in this policy. We are committed to resolving all refund and exchange matters in a fair, transparent, and timely manner in accordance with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act and relevant state regulations.

If you have any questions about this policy before making a purchase, please do not hesitate to contact us at [email protected] or visit our website at riosscafe.top.

2. Eligibility Conditions for Refunds

To be eligible for a refund at Cafe Rio, the following conditions must be met:

• The refund request must be submitted within the applicable timeframe described in Section 3 of this policy.
• You must provide proof of purchase, such as an order confirmation number, receipt, or transaction ID.
• The issue must fall within one of the accepted refund reasons listed below:
  • The order received was incorrect (wrong items delivered or prepared).
  • The food was found to be spoiled, undercooked, or otherwise not fit for consumption upon delivery or pickup.
  • A duplicate charge was processed for the same order.
  • The order was never received despite confirmation of successful payment.
  • A technical error on our website or payment platform caused an unintended transaction.
• The customer must not have substantially consumed the product if the claim is related to quality, unless the issue was not apparent until partial consumption (e.g., discovering a foreign object within the food).
• For online orders, the refund request must be associated with a valid account or verifiable contact information used at the time of purchase.

Refund eligibility is assessed on a case-by-case basis. Cafe Rio reserves the right to request photographic evidence or additional documentation to support a refund claim.

3. Timeframes for Refund Requests

To ensure prompt resolution, refund requests must be submitted within the following timeframes:

Requests submitted outside these timeframes may not be honored. However, we encourage you to reach out regardless, and our team will review your situation with care and good faith.

4. Non-Refundable Items and Services

Certain purchases and circumstances are not eligible for refunds. These include, but are not limited to:

• Consumed food items: Any food item that has been fully consumed without a reported issue during or immediately after consumption.
• Customized or special-request orders: Items that were prepared specifically to the customer's instructions and fulfilled correctly as requested.
• Promotional or discounted items: Items purchased at a special discount, as part of a promotional offer, or using a coupon code, unless they were defective or incorrect.
• Delivery fees: Delivery charges are non-refundable unless the delivery was never made or significantly delayed without notice from Cafe Rio's end.
• Tips and gratuities: Tips added voluntarily at the time of checkout are non-refundable.
• Gift cards: Once activated and used, gift card balances are non-refundable in cash unless required by applicable state law.
• Third-party platform orders: Orders placed and fulfilled through third-party apps or delivery services (such as DoorDash, UberEats, Grubhub, etc.) are subject to those platforms' own refund policies. Cafe Rio cannot process refunds for orders placed through third-party platforms directly.
• Missed pickup orders: If a customer fails to pick up a pre-paid order within 60 minutes of the scheduled time without prior notice, the order is non-refundable.

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

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

1. Gather your documentation: Collect your proof of purchase, including your order confirmation email, receipt number, or transaction ID. If applicable, take photographs of the food item in question.
2. Contact us directly: Reach out to our customer support team via email at [email protected] or through the contact form on our website at riosscafe.top.
3. Provide required details: In your refund request, please include the following information:
   • Full name and contact information used for the order
   • Order number or transaction reference
   • Date and time of the order
   • A clear description of the issue or reason for the refund request
   • Any supporting photographs or documentation (if applicable)
   • Your preferred refund method (original payment method or store credit)
4. Receive an acknowledgment: Our team will acknowledge your request within 1 to 2 business days via email. You will be assigned a case reference number.
5. Review and resolution: Our team will review your request and may follow up for additional information. A final decision will be communicated within 3 to 5 business days of acknowledgment.
6. Refund issuance: If your request is approved, your refund will be processed according to the timelines listed in Section 6.

6. Refund Processing Times by Payment Method

Once a refund is approved, the processing time depends on the original payment method used:

Please note that while we process refunds promptly on our end, the actual time for the funds to appear in your account may vary depending on your financial institution or payment provider. Cafe Rio is not responsible for delays caused by banks or third-party payment processors once the refund has been initiated on our end.

7. Partial Refunds

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

• Only a portion of the order was incorrect or unsatisfactory, and the remainder was received correctly and in good condition.
• A customer partially consumed a meal before discovering an issue, and the portion consumed did not contribute to the complaint.
• An order was partially delivered or fulfilled, with some items missing.
• A promotional discount or coupon was applied to the original order; the refund amount will reflect the actual amount paid for the item(s) in question.
• The customer accepts a partial refund as a goodwill gesture after negotiation with our customer service team.

The amount of any partial refund will be communicated clearly to the customer before processing, and the customer will have the opportunity to accept or continue disputing the matter before a final decision is made.

8. Exchange Policy

Given the perishable nature of food products, Cafe Rio handles exchanges on a case-by-case basis. We are committed to making things right if an order error occurs on our part.

8.1 In-Store Exchanges

If you dine in and receive an incorrect or unsatisfactory item, please notify your server or a member of our team immediately. We will prioritize replacing your item at no additional charge. Exchanges must be requested before leaving the premises.

8.2 Online Order Exchanges

For online pickup or delivery orders, if you receive an incorrect item, please contact us within the timeframes listed in Section 3. We may offer a replacement on your next visit or order, a store credit, or a refund depending on the situation. Physical return of food items is generally not required for exchanges unless specifically requested by our team.

8.3 Non-Exchangeable Scenarios

Exchanges will not be offered for items that the customer simply changed their mind about after ordering, or for customized orders that were correctly prepared per the customer's specifications.

9. Cancellation Policy

9.1 Online Orders

You may cancel an online order for a full refund if the cancellation is made within 10 minutes of placing the order and before the kitchen has begun preparing it. To cancel, log in to your account on riosscafe.top and select the cancellation option from your order history, or contact us immediately at [email protected].

Once food preparation has started, cancellations may not be possible, and a refund will not be issued. If the kitchen is unable to accept the cancellation, we will notify you promptly.

9.2 Catering and Group Orders

Cancellations for catering orders or large group pre-orders are subject to the following schedule:

A deposit paid at the time of catering booking is non-refundable if cancellation occurs within 24 hours of the scheduled event date.

9.3 In-Store Orders

In-store orders that have already been placed with the kitchen cannot be cancelled after submission. Please review your order carefully with your server before it is placed.

10. Dispute Resolution Process

If you are dissatisfied with the outcome of your refund request, Cafe Rio provides a structured dispute resolution process to ensure all concerns are addressed fairly and in compliance with applicable federal consumer protection laws, including the FTC Act.

1. Step 1 — Internal Review Request: Email us at [email protected] with the subject line "Refund Dispute — [Your Order Number]" and provide a detailed explanation of why you believe the decision was incorrect. Our management team will conduct a secondary review within 5 business days.
2. Step 2 — Escalated Management Review: If the internal review does not resolve the dispute to your satisfaction, you may request an escalated review by senior management. This process may take an additional 5 to 7 business days.
3. Step 3 — Mediation: If a resolution cannot be reached internally, both parties may agree to use a neutral third-party mediator. Mediation costs will be shared equally between the parties unless otherwise agreed upon.
4. Step 4 — Chargeback / Bank Dispute: You retain the right to file a chargeback with your credit card issuer or bank if you believe a charge was unauthorized or a product/service was not delivered as described. We encourage you to attempt resolution with us before pursuing a chargeback to avoid unnecessary delays.
5. Step 5 — Legal Remedies: Nothing in this policy limits your rights under applicable federal or state consumer protection laws, including your right to file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or your state's consumer protection agency.

11. California Residents — Additional Rights

If you are a resident of California, you may have additional rights under the California Consumer Privacy Act (CCPA) and the California Consumer Protection regulations. For information about your data rights, please review our Privacy Policy available at riosscafe.top. Regarding refunds specifically, California law may afford you additional remedies if a product or service was materially misrepresented. Please contact us directly to discuss any such concerns.

12. Changes to This Refund Policy

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 you to review this policy periodically. Continued use of our services after any changes constitute your acceptance of the updated policy. For significant changes, we will make reasonable efforts to notify customers via email or a notice on our website.

13. Contact Us

If you have any questions, concerns, or wish to submit a refund request, please contact our customer support team using the information below. We are committed to responding to all inquiries promptly and professionally.