Refund Policy

At Cafe Rio, we are committed to delivering a satisfying dining experience with every order. We understand that situations may arise where a refund or exchange is necessary. This Refund Policy outlines the conditions, procedures, and timeframes that govern refund requests for purchases made through our website mexcaferio.click or at our physical location. Please read this policy carefully before placing an order.

1. General Refund Philosophy

Cafe Rio takes pride in the quality of our food, ingredients, and service. Our goal is to ensure every customer receives exactly what they ordered in excellent condition. If for any reason you are not satisfied with your purchase, we encourage you to contact us promptly so we can make it right. This policy applies to all orders placed online, by phone, or in person.

We operate in accordance with applicable United States consumer protection laws, including guidelines established by the Federal Trade Commission (FTC) Act, and applicable state-level consumer protection statutes.

2. Eligibility Conditions for Refunds

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

• Incorrect Order: You received an item that was different from what you ordered (wrong dish, wrong size, wrong customization).
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food was undercooked, overcooked, spoiled, or otherwise not meeting reasonable food safety and quality standards.
• Allergen Concerns: An item contained an ingredient you specifically requested to be excluded due to a disclosed allergy or dietary restriction, and this was clearly noted at the time of ordering.
• Order Not Delivered: A delivery order was never received despite confirmation of placement and payment.
• Duplicate Charges: You were charged more than once for the same order due to a payment processing error.
• Significant Delivery Delay: A delivery order arrived in a condition that was clearly unusable due to an extreme delay caused by Cafe Rio or our delivery partner's error.

To be eligible for a refund, the issue must be reported within the applicable timeframe described in Section 3 below. Refund requests are reviewed on a case-by-case basis, and Cafe Rio reserves the right to request supporting evidence such as photos of the food or packaging.

3. Timeframes for Refund Requests

Timing is critical when it comes to food-related refund requests. Given the perishable nature of food products, we have established the following timeframes:

4. Non-Refundable Items and Services

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

• Change of Mind: Refunds will not be issued simply because you changed your mind after placing or receiving an order.
• Partially Consumed Food: Items that have been substantially consumed cannot be returned or refunded, except in cases of documented food safety issues.
• Customization Errors by the Customer: If an incorrect customization was entered by the customer during the ordering process and the order was prepared as submitted, a refund will not be issued.
• Gift Cards and Promotional Credits: Purchased gift card balances and promotional discount credits are non-refundable and have no cash value.
• Catering Deposits: Non-refundable deposits made for catering or large group orders, as specified at the time of booking.
• Delivery Fees: Delivery fees are non-refundable unless the order was never delivered due to an error on our part.
• Service Fees and Taxes: Applicable service fees and sales taxes collected are generally non-refundable.
• Third-Party Platform Orders: Orders placed through third-party delivery services (e.g., DoorDash, Uber Eats, Grubhub) are subject to those platforms' refund policies. Please contact the relevant third-party platform directly for such orders.

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

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

1. Step 1 — Document the Issue: Take clear photographs of the item(s) in question, including the packaging, any visible defects, incorrect items, or missing items. This documentation will support your claim.
2. Step 2 — Gather Your Order Information: Locate your order confirmation number, date and time of order, method of payment, and the name used when placing the order.
3. Step 3 — Contact Us Promptly: Reach out to our customer support team via one of the following methods within the applicable timeframe:
   • Email: [email protected]
   • Website: mexcaferio.click
4. Step 4 — Provide Complete Information: In your message or call, include: your full name, order number, date and time of order, a description of the issue, and any supporting photos or documentation.
5. Step 5 — Review and Response: Our team will acknowledge your request within 1–2 business days and may ask follow-up questions or request additional documentation if necessary.
6. Step 6 — Resolution Decision: Once reviewed, we will notify you of our decision via email. If approved, we will process your refund or offer an alternative resolution such as a replacement meal or store credit.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time required to receive the funds depends on your original payment method:

Please note that while Cafe Rio processes refunds promptly upon approval, the actual posting of funds to your account is dependent on your bank or financial institution's processing times, which are outside of our control.

7. Partial Refunds

In some cases, a partial refund may be issued rather than a full refund. Partial refunds may apply under the following conditions:

• Only specific items within a larger order were incorrect, missing, or unsatisfactory, rather than the entire order.
• A portion of the food was consumed before the quality issue was discovered.
• The order was prepared correctly but arrived with minor packaging damage that did not affect the quality of the food itself.
• A promotional discount or coupon was applied to the original order, in which case the refund amount will reflect the actual amount paid for the item(s) in question.
• Delivery charges will be deducted from the refund amount if the food was successfully delivered but a single item is disputed.

The amount of a partial refund will be communicated to you before processing, and you will have the opportunity to accept it or escalate the matter through our dispute resolution process.

8. Exchange Policy

Where a full refund may not be applicable, Cafe Rio may offer an exchange or replacement as an alternative resolution. Our exchange policy is as follows:

• Replacement Meals: If you received an incorrect dish or a dish with a significant quality issue, we may offer to prepare and deliver or make available for pickup a replacement item at no additional charge.
• Item Substitution: If a specific menu item is unavailable, we may offer a comparable substitution of equal or greater value.
• Store Credit: In lieu of a monetary refund, we may offer store credit in the form of a Cafe Rio gift card or account credit, which can be used toward a future order. Store credits do not expire within one year of issuance.
• Exchange Timeframe: Exchanges or replacements must be requested within the same timeframe as refund requests, as outlined in Section 3.

Please note that exchanges are subject to menu availability and may not always be possible. Our team will work with you to find the most satisfactory resolution.

9. Cancellation Policy

We understand that plans can change. Our cancellation policy is designed to be fair while accounting for the nature of food preparation:

9.1 Online and Phone Orders

• Cancellation Before Preparation Begins: If you cancel your order before food preparation has started, you are entitled to a full refund of the amount paid.
• Cancellation After Preparation Has Begun: Once food preparation has begun, cancellations may not be possible, and refunds will not be issued for the prepared items. You may be offered store credit at our discretion.
• How to Cancel: Contact us immediately at [email protected] or visit mexcaferio.click. Cancellations must be submitted as quickly as possible after placing the order.

9.2 Catering and Large Group Orders

• Cancellation 72+ Hours in Advance: Full refund of any deposit or prepayment, minus any non-refundable administrative fee disclosed at booking.
• Cancellation 24–72 Hours in Advance: 50% refund of prepaid amounts. Non-refundable deposits are forfeited.
• Cancellation Less Than 24 Hours in Advance: No refund will be issued for catering orders cancelled less than 24 hours before the scheduled service time.

9.3 Scheduled Future Orders

Orders scheduled for a future date or time may be cancelled up to 4 hours before the scheduled time for a full refund. Cancellations within 4 hours of the scheduled time may be subject to a partial charge.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, you have the right to escalate the matter through the following dispute resolution process:

10.1 Internal Escalation

In the first instance, please respond to the refund decision email and clearly state why you believe the decision is incorrect. Include any additional documentation or evidence. A senior member of our team will review the escalated complaint within 3–5 business days and provide a final internal decision.

10.2 Chargeback Rights

As a consumer in the United States, you retain the right to contact your credit card issuer or bank to initiate a chargeback if you believe you have been improperly charged. We encourage you to contact us first, as we are committed to resolving disputes internally. However, we respect your right to pursue this avenue.

10.3 Consumer Protection Agencies

If a resolution cannot be reached, you may file a complaint with applicable consumer protection authorities, including:

• The Federal Trade Commission (FTC) at www.ftc.gov
• Your state Attorney General's Consumer Protection Office
• The Better Business Bureau (BBB) at www.bbb.org

10.4 Informal Mediation

For disputes that cannot be resolved through the above channels, both parties agree to first attempt informal mediation before pursuing any formal legal action. Mediation shall be conducted in the state where Cafe Rio operates, in accordance with applicable United States law.

11. Special Circumstances

11.1 Food Safety Incidents

If you believe you have experienced a food safety incident, including foodborne illness, as a result of consuming food from Cafe Rio, please contact us immediately at [email protected]. We take all food safety reports extremely seriously. In such cases, we may request medical documentation and will cooperate fully with any investigation by local health authorities. Refunds in such cases will be addressed individually and may include additional remedies.

11.2 Force Majeure

In the event of unforeseen circumstances beyond our reasonable control — including but not limited to natural disasters, public health emergencies, severe weather events, or infrastructure failures — Cafe Rio reserves the right to modify its standard refund and cancellation terms. We will communicate any such changes as promptly as possible.

12. Contact Information for Refund Requests

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

When contacting us, please have the following information ready to ensure a prompt resolution:

• Full name and contact information
• Order confirmation number
• Date and time of order
• Description of the issue
• Preferred resolution (refund, replacement, or store credit)
• Supporting photos or documentation, where applicable

13. Policy Updates

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