Refund Policy

Effective Date: June 21, 2026  |  Last Updated: June 21, 2026

1. Introduction

This Refund Policy ("Policy") applies to all food orders, catering services, gift cards, merchandise, and any other purchases made from Cafe Rio ("we," "us," or "our") through our website caferiotaco.rest, third-party delivery platforms, in-store purchases, or over the phone.

We are committed to providing high-quality food and excellent customer service. If you are not fully satisfied with your purchase, please review the following guidelines to understand your options for a refund, exchange, or other resolution.

By placing an order with Cafe Rio, you agree to the terms set forth in this Refund Policy. If you have any questions, please contact us at [email protected] before completing your purchase.

2. Eligibility Conditions for Refunds

Refund requests will be considered under the following conditions:

• You received an incorrect order that does not match what was placed and confirmed at checkout.
• Your order contained items that were missing from the delivery or pickup bag.
• The food items delivered or prepared were spoiled, contaminated, or otherwise unsafe for consumption.
• You experienced a significant quality issue that materially differs from what was reasonably expected based on our menu descriptions.
• A technical error on our website or ordering platform resulted in a duplicate charge or incorrect billing amount.
• Your order was canceled by Cafe Rio due to unavailability of items, operational issues, or other reasons within our control.
• A delivery order was never received, and there is documented evidence or confirmation from the delivery service that the delivery was not completed.

Refunds will not be issued in circumstances where the dissatisfaction is based solely on personal taste preference, change of mind after preparation has begun, or where the order accurately reflects what was ordered.

3. Timeframes for Refund Requests

To be eligible for a refund, you must submit your refund request within the following timeframes:

Requests submitted outside of these timeframes may not be eligible for a refund. We strongly encourage customers to inspect their orders upon receipt and contact us promptly if any issues are identified.

4. Non-Refundable Items and Services

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

• Consumed or partially consumed food items — Refunds will not be issued for items that have been substantially consumed, unless a verifiable quality or safety issue is identified.
• Customized orders made to specification — Orders where specific customizations were requested and correctly fulfilled are not refundable due to personal taste dissatisfaction.
• Promotional and discounted items — Items purchased as part of a limited-time promotion, at a discounted rate, or with a coupon are generally non-refundable unless defective or incorrect.
• Redeemed gift cards — Once a gift card balance has been applied to a purchase, the redeemed amount is non-refundable.
• Service fees and delivery fees — Third-party platform service fees and delivery charges are non-refundable once an order is placed and confirmed, unless the order was entirely unfulfilled due to our error.
• Catering deposits — Non-refundable deposits paid to secure a catering booking are not eligible for refund if the cancellation occurs within 48 hours of the event date.
• Digital credits or loyalty rewards — Bonus points, digital credits, or promotional rewards applied to an account are non-refundable and have no cash value.

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

To submit a refund request, please follow these steps:

1. Step 1 — Gather Your Information: Collect your order confirmation number, receipt or proof of purchase, the date and time of the order, the specific items in question, and a brief description of the issue.
2. Step 2 — Document the Issue (if applicable): If the issue involves food quality, incorrect items, or missing items, take photographs or retain any physical evidence before discarding the item.
3. Step 3 — Contact Us: Reach out to our customer service team using one of the following methods:
   • Email: [email protected]
   • Website: caferiotaco.rest
4. Step 4 — Provide Details: In your refund request, include your full name, contact information, order number, description of the problem, and any supporting documentation such as photos or receipts.
5. Step 5 — Await Review: Our customer service team will acknowledge your request within 1–2 business days and begin reviewing your case. We may contact you for additional information.
6. Step 6 — Resolution: Once our review is complete, we will notify you of our decision via email. If approved, your refund or exchange will be processed according to the timelines described below.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time required for the funds to be returned to you will depend on your original payment method:

Please be aware that while we process refunds promptly after approval, the actual posting time to your account is determined by your financial institution or payment provider and may vary. Cafe Rio is not responsible for delays caused by banks or payment processors.

7. Partial Refunds

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

• Only one or a few items in a multi-item order were incorrect, missing, or unsatisfactory, while the remainder of the order was fulfilled correctly.
• A food item was partially consumed before the issue was discovered and reported to us.
• A catering order was partially completed but experienced issues with only certain components of the service.
• A discount, coupon, or promotional credit was applied to the original order, and the refund reflects the amount actually paid for the affected items after the discount.
• Delivery or service fees may not be refundable if the majority of the order was successfully delivered and only a portion is in question.

The amount of any partial refund will be determined at the reasonable discretion of Cafe Rio's customer service team based on the specifics of each situation.

8. Exchange Policy

In addition to refunds, Cafe Rio may offer exchanges or order replacements in certain circumstances, particularly for in-store and pickup orders. Exchanges are subject to the following conditions:

• Exchanges are available for incorrect items received in an in-store or pickup order, subject to availability at the time of the exchange request.
• Exchange requests for in-store orders must be made before leaving the restaurant or within 30 minutes of pickup.
• We reserve the right to offer a replacement item rather than a refund for minor errors, such as a missing topping or sauce, when the replacement can be provided promptly and conveniently.
• Exchanges are not available for items that have been consumed, altered, or where the issue is based solely on personal preference.
• For delivery orders, due to logistical constraints, exchanges will typically be offered as a credit to your Cafe Rio account or a full or partial refund rather than a physical replacement delivery.

9. Cancellation Policy

9.1 Standard Online and Phone Orders

If you wish to cancel a standard pickup or delivery order, please contact us as soon as possible:

• Orders canceled before preparation has begun will be eligible for a full refund.
• Orders canceled after preparation has begun may only be eligible for a partial refund or store credit, as ingredients and labor costs have already been incurred.
• Once an order has been marked as "Ready for Pickup" or "Out for Delivery," cancellations are generally not accepted and no refund will be issued.

9.2 Catering Order Cancellations

Catering orders require advance planning and resource allocation. The following cancellation terms apply:

All catering cancellation requests must be submitted in writing to [email protected].

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Cafe Rio provides a structured dispute resolution process to ensure fairness and transparency.

10.1 Internal Escalation

If you believe your refund request was incorrectly denied or inadequately resolved, you may escalate your concern by emailing [email protected] with the subject line "Refund Dispute Escalation" and including:

• Your original refund request reference number or order number.
• A detailed explanation of why you believe the decision was incorrect.
• Any additional supporting evidence not previously provided.

A senior member of our customer service team will review escalated disputes within 5 business days and provide a written final decision.

10.2 Chargebacks and Payment Disputes

We encourage customers to resolve issues directly with Cafe Rio before initiating a chargeback with their bank or credit card provider. If you initiate a chargeback without first contacting us, it may delay resolution and affect your ability to use our services in the future. We will cooperate fully with payment processors during any chargeback investigation.

10.3 Consumer Protection Rights

Nothing in this Refund Policy limits or waives any consumer protection rights you may have under applicable federal or state law. United States customers are protected under the Federal Trade Commission Act and applicable state consumer protection statutes. If you believe your consumer rights have been violated, you may also contact the Federal Trade Commission (FTC) at www.ftc.gov or your state's Attorney General's office.

11. Changes to This Refund Policy

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

12. Contact Information for Refund Requests

If you have any questions about this Refund Policy or wish to submit a refund request, please contact our customer service team using the information below:

Our customer service team is available to assist you and will make every effort to resolve your concern promptly and fairly. We value your business and appreciate the opportunity to make things right.