Refund Policy

Effective Date: June 12, 2026  |  Last Updated: June 12, 2026

1. Introduction

Cafe Rio ("we," "us," or "our") operates the website caferiomeals.rest and provides food ordering and delivery services to customers across the United States. We understand that issues can occasionally arise with orders, and we want to make the resolution process as straightforward and fair as possible. This Refund Policy governs all transactions made through our platform and is designed to comply with applicable United States consumer protection laws, including the Federal Trade Commission Act (FTC Act) and, where applicable, the California Consumer Privacy Act (CCPA/CPRA) and state-specific consumer protection regulations.

By placing an order on our website, you agree to the terms and conditions set forth in this Refund Policy. If you do not agree with any part of this policy, we encourage you to contact us before completing your purchase.

2. Eligibility Conditions for Refunds

To be eligible for a refund, your request must meet the following conditions:

• The order must have been placed directly through caferiomeals.rest or our official ordering channels.
• You must submit your refund request within the applicable timeframe specified in Section 3 of this policy.
• The issue must fall within one of the qualifying categories listed below.
• You must provide adequate documentation or evidence to support your claim (e.g., photographs of incorrect or damaged items, order confirmation number).

2.1 Qualifying Reasons for a Refund

Refunds may be granted under the following circumstances:

• Wrong Item Received: You received an item that does not match what you ordered.
• Missing Items: One or more items from your order were not included in your delivery or pickup.
• Food Quality Issues: The food delivered was spoiled, undercooked, contaminated, or otherwise unfit for consumption.
• Significant Delivery Delay: Your order was delivered significantly later than the estimated delivery time due to circumstances within our control, and the food was rendered unfit for consumption as a result.
• Order Not Received: Your order was never delivered and is confirmed lost by our system or delivery partner.
• Duplicate Charge: You were charged more than once for the same order due to a technical or billing error.
• Unauthorized Transaction: A transaction was made on your account without your authorization (subject to verification).
• Order Cancellation: You canceled your order within the cancellation window described in Section 8 of this policy.

3. Timeframes for Refund Requests

Timely reporting is essential for us to investigate and resolve your issue effectively. Please note the following deadlines:

4. Non-Refundable Items and Services

The following items and circumstances are generally not eligible for a refund:

• Orders that have been fully consumed or substantially consumed before a complaint is raised.
• Requests based on personal taste preferences, dietary preferences, or changes of mind after the order has been prepared or delivered.
• Delivery fees (except in cases where the order was never delivered or where a delivery error was entirely our fault).
• Service fees, platform fees, or promotional discounts applied to an order.
• Orders placed using promotional credits, free item coupons, or reward points (unless the issue is due to our error).
• Customization requests that were not specified or incorrectly entered by the customer at the time of ordering.
• Refund requests submitted outside of the applicable timeframes stated in Section 3.
• Tip amounts paid to delivery personnel.

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

To submit a refund request, please follow the steps outlined below:

1. Gather Your Information: Collect your order confirmation number, the date and time of your order, your account email address, and any relevant photos or screenshots that support your claim (e.g., photos of the incorrect or damaged item).
2. Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: caferiomeals.rest (use the Contact or Support page)
3. Describe the Issue: In your message, provide a clear and detailed description of the problem. Include:
   • Your full name and email address used to place the order
   • Your order number
   • The specific item(s) affected
   • A description of the issue
   • Supporting photographs or evidence (if applicable)
4. Await Acknowledgment: Our customer support team will acknowledge your request within 1–2 business days and may request additional information to process your claim.
5. Review and Decision: Once we have reviewed your request and any supporting documentation, we will notify you of our decision via email within 3–5 business days.
6. Refund Issuance: If your refund is approved, it will be processed according to the timelines described in Section 6 of this policy.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to appear in your account will depend on your original payment method:

Please note that while we process refunds promptly on our end, the actual timing of when the funds appear in your account may vary depending on your bank or payment provider's policies. We recommend contacting your financial institution if a refund has not appeared within the maximum stated timeframe.

7. Partial Refunds

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

• Only some items in an order were incorrect, missing, or unsatisfactory — a refund will be issued only for the affected items.
• The food quality issue affected only part of the order, and the remainder was delivered correctly and in good condition.
• A delivery was significantly delayed, but the food was still partially consumable — a partial refund may be offered at our discretion.
• Promotional discounts were applied to an order — the refund amount may reflect the discounted price paid rather than the full listed price.
• The customer partially consumed an item before discovering an issue — a partial refund may be assessed based on the portion unconsumed.

The amount of any partial refund will be determined on a case-by-case basis by our customer support team, taking into account the nature and extent of the issue.

8. Cancellation Policy

We understand that plans can change. Below is our cancellation policy for orders placed through caferiomeals.rest:

8.1 Cancellation Windows

• Within 5 minutes of placing the order: You may cancel your order for a full refund, provided the order has not yet entered the preparation stage. Please contact us immediately at [email protected].
• After preparation has begun: Once our kitchen team has begun preparing your order, cancellations may not be accepted, or only a partial refund may be issued to cover items not yet prepared.
• After the order has been dispatched for delivery: Cancellations are generally not accepted once an order is out for delivery. In exceptional circumstances, please contact us and we will evaluate the situation on a case-by-case basis.

8.2 Cafe Rio-Initiated Cancellations

On rare occasions, we may need to cancel an order due to unforeseen circumstances such as ingredient unavailability, technical errors, extreme weather, or other operational issues. In such cases, you will be notified as promptly as possible, and a full refund will be issued automatically within the applicable processing timeframe based on your payment method.

9. Exchange Policy

Due to the perishable nature of food products, we do not facilitate traditional "exchanges" as one might expect from a retail business. However, if you received an incorrect item, we offer the following remedies:

• Replacement Order: Where operationally feasible, we may offer to send you the correct item at no additional charge. This is subject to availability, delivery timing, and your location.
• Account Credit: If a replacement is not feasible, we may offer account credit equal to the value of the incorrect or missing item, which can be applied to a future order.
• Monetary Refund: If neither a replacement nor account credit is acceptable, a monetary refund for the affected item(s) will be processed as described in Section 6.

Please note that all exchange or replacement requests must be submitted within the same timeframes applicable to refund requests (see Section 3).

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund or exchange request, or if you believe your complaint was not adequately addressed, you have the right to escalate the matter through our formal dispute resolution process.

10.1 Internal Escalation

You may request that your case be escalated to a senior member of our customer service team or management by:

• Replying to the email correspondence related to your refund request and clearly stating that you wish to escalate the matter.
• Sending a new email to [email protected] with the subject line "Escalation Request – [Your Order Number]".

Escalated cases will be reviewed within 5–7 business days, and you will receive a formal written response.

10.2 External Dispute Resolution

If your dispute remains unresolved after exhausting our internal escalation process, you may pursue the following external options:

• Credit Card Chargeback: Contact your credit card issuer or bank to initiate a chargeback if you believe you were charged in error or did not receive the goods or services you paid for. Please be aware that initiating a chargeback does not replace or bypass our refund process.
• Federal Trade Commission (FTC): You may file a complaint with the FTC at www.ftc.gov if you believe our business practices violate federal consumer protection law.
• State Attorney General: You may contact your state's Attorney General's office for consumer protection assistance. Resources are available through the National Association of Attorneys General at www.naag.org.
• Better Business Bureau (BBB): You may file a complaint with the Better Business Bureau at www.bbb.org.
• California Residents: If you are a California resident, you may have additional rights under the California Consumer Privacy Act (CCPA/CPRA) and may contact the California Attorney General's Office for assistance.

10.3 Governing Law

This Refund Policy and any disputes arising from it shall be governed by and construed in accordance with the laws of the United States and the applicable state laws where our business is registered and operates. Any legal proceedings arising from this policy shall be conducted in the appropriate jurisdiction within the United States.

11. Fraudulent Refund Requests

Cafe Rio takes fraudulent activity seriously. Submitting a false, misleading, or fraudulent refund request is a violation of our Terms of Service and may result in:

• Permanent suspension or termination of your account.
• Refusal of future orders or services.
• Reporting to the appropriate legal authorities.
• Civil or criminal liability under applicable United States law.

We reserve the right to investigate any refund request that we reasonably suspect to be fraudulent and to take appropriate action accordingly.

12. Policy Updates

Cafe Rio reserves the right to modify, update, or revise this Refund Policy at any time. Any changes will be posted on this page with an updated "Last Updated" date. We encourage you to review this policy periodically to stay informed of any changes. Your continued use of our website and services following the posting of any changes constitutes your acceptance of the updated policy.

For significant changes, we will make reasonable efforts to notify customers via email or through a notice on our website.

13. Contact Information for Refund Requests

If you have any questions about this Refund Policy, wish to submit a refund request, or need assistance with an order issue, please do not hesitate to contact our customer support team using the information below: