Refund Policy

Last Updated: June 12, 2026

1. Introduction

Welcome to Cafe Rio. We take pride in delivering fresh, high-quality food and beverages to every customer. We understand that issues can occasionally arise, and we are committed to resolving them fairly and efficiently. This Refund Policy applies to all purchases made through our website at freshcaferio.click, over the phone, or at any of our physical locations within the United States.

By placing an order with Cafe Rio, you agree to the terms and conditions set forth in this Refund Policy. If you have any questions, please contact our customer service team at [email protected] before making a purchase.

This policy is governed by the laws of the United States, including applicable consumer protection regulations enforced by the Federal Trade Commission (FTC) under the FTC Act, as well as any relevant state consumer protection statutes applicable to our business operations.

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, including wrong food items, incorrect toppings, or missing components of your meal.
• Food Quality Issues: The food received was undercooked, overcooked, spoiled, contaminated, or otherwise did not meet basic quality and food safety standards.
• Allergic Reactions or Undisclosed Ingredients: You experienced an adverse reaction due to an ingredient that was not disclosed despite your prior notification of a food allergy or dietary restriction.
• Order Not Delivered: Your delivery order was never received, and this has been confirmed through our internal order tracking system.
• Significant Delay: Your order was delivered significantly later than the estimated delivery time, causing the food to be in an unacceptable condition upon arrival.
• Overcharge or Billing Error: You were charged an amount greater than the confirmed order total displayed at checkout.
• Duplicate Charges: Your payment method was charged more than once for the same order.

Refund eligibility is determined on a case-by-case basis by our customer service team. We reserve the right to request supporting evidence, such as photographs of the food received, order confirmation numbers, and other relevant documentation, before approving any refund.

3. Timeframes for Refund Requests

To be considered for a refund, requests must be submitted within the following timeframes:

Refund requests submitted outside of these timeframes may be denied at the discretion of Cafe Rio. We strongly encourage customers to inspect their orders immediately upon receipt and contact us as soon as possible if any issues are identified.

4. Non-Refundable Items and Services

Due to the perishable nature of food and beverages, certain items and services are not eligible for a refund:

• Orders that have been fully consumed or largely eaten before a complaint is raised.
• Food items that were prepared correctly according to the order specifications but were refused or disliked by the customer due to personal taste preferences.
• Promotional items, complimentary add-ons, or items received as part of a special offer at no charge.
• Orders where the customer provided incorrect delivery information resulting in non-delivery.
• Service fees, delivery fees, and tips paid to delivery drivers (unless the order was never delivered).
• Catering deposits once food preparation has commenced (see Cancellation Policy below).
• Gift cards or store credit purchases.
• Orders affected by customer-initiated modifications after the order has been confirmed and preparation has begun.

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

If you believe you are eligible for a refund, please follow these steps to submit your request:

1. Gather Your Information: Locate your order confirmation number, the date and time of your order, the payment method used, and the email address associated with your account or order.
2. Document the Issue: Take clear photographs or videos of the food received if the issue is related to food quality, incorrect items, or packaging problems. This documentation significantly speeds up the review process.
3. Contact Customer Service: Reach out to our customer service team through one of the following channels:
   • Email: [email protected]
   • Website: freshcaferio.click (use the Contact Us form)
4. Describe the Problem: In your refund request, clearly explain the nature of the issue, including what you ordered versus what you received, the extent of the problem, and any impact it had (e.g., health concerns, inability to consume the food).
5. Submit Supporting Evidence: Attach any photographs, screenshots of your order confirmation, or other relevant documentation to your refund request email or submission form.
6. Await Confirmation: Our customer service team will acknowledge receipt of your request within 1–2 business days and inform you of the next steps.
7. Review and Decision: Our team will review your request, which may include contacting you for additional information. You will receive a final decision on your refund request within 5–7 business days of submission.

6. Refund Processing Times by Payment Method

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

Please note that while we process refunds on our end promptly, the actual time for funds to appear in your account may vary depending on your financial institution or card issuer. Cafe Rio is not responsible for any additional delays caused by banks or third-party payment processors. If you do not see your refund within the stated timeframe, we recommend contacting your bank or payment provider directly.

7. Partial Refunds

In certain situations, Cafe Rio may issue a partial refund rather than a full refund. Partial refunds may be applied in the following circumstances:

• Only one or a few items in a multi-item order were incorrect or unsatisfactory, while the rest of the order was delivered correctly.
• The food quality issue affected only a portion of the order.
• A delivery was significantly late, but the food remained in acceptable condition and was partially consumed.
• A promotional discount or coupon was applied to the original order; in such cases, the refund will reflect the actual amount paid rather than the full retail price.
• A partial refund has been mutually agreed upon as a fair resolution between the customer and Cafe Rio customer service.

The amount of a partial refund will be calculated based on the price of the affected items, including applicable taxes. Partial refunds will be issued through the same payment method used for the original transaction, unless otherwise agreed upon.

8. Exchange Policy

Due to the nature of our products as fresh, perishable food items, we do not offer direct food-for-food exchanges via delivery or online orders. However, in cases where an incorrect item was delivered, we will endeavor to provide one of the following resolutions at our discretion:

• Re-delivery: We may offer to re-deliver the correct item at no additional charge, subject to availability and operational capacity at the time of the request.
• Store Credit: We may issue store credit equivalent to the value of the affected item(s), which can be applied to a future order at freshcaferio.click.
• Full or Partial Refund: As outlined in Sections 2 and 7 of this policy, a refund may be issued for the affected items.

For in-store orders, if you identify an issue with your food before leaving our premises, our staff will work to correct your order immediately at no additional cost to you. Please bring any concerns to the attention of our staff at the counter before departing.

9. Cancellation Policy

We understand that circumstances can change after an order is placed. The following cancellation terms apply:

9.1 Standard Online and Phone Orders

• Cancellations must be requested within 5 minutes of placing your order to be eligible for a full refund, as food preparation begins promptly after order confirmation.
• Cancellation requests made after food preparation has begun may not be eligible for a full refund. A partial refund may be considered at the discretion of Cafe Rio.
• Once an order has been dispatched for delivery, cancellations will not be accepted, and no refund will be issued for the food cost. Delivery fees may be refunded at our discretion.

9.2 Catering and Large Group Orders

• Catering orders must be cancelled at least 48 hours before the scheduled event or pickup/delivery time to receive a full refund of any deposit paid.
• Cancellations made between 24 and 48 hours before the scheduled time will result in a 50% refund of the deposit.
• Cancellations made less than 24 hours before the scheduled time will forfeit the entire deposit, as ingredients and staff resources will have already been committed.
• In cases of documented emergencies (e.g., hospitalization, natural disaster), Cafe Rio will review cancellation requests on an individual basis and may offer store credit or a partial refund as a goodwill gesture.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, Cafe Rio provides the following dispute resolution process:

1. Step 1 — Internal Escalation: If your initial refund request has been denied or you disagree with the resolution offered, you may escalate your concern by replying to the refund decision email and requesting a supervisor review. Please include the phrase "Escalation Request" in the subject line. A senior customer service representative will review your case within 3–5 business days.
2. Step 2 — Written Complaint: If the escalation does not result in a satisfactory resolution, you may submit a formal written complaint to us at [email protected]. Include all relevant order information, previous correspondence, and a detailed explanation of your concern. We will respond within 10 business days.
3. Step 3 — External Resolution: If the matter remains unresolved after completing our internal dispute process, you may have the right to seek assistance from the following external bodies:
   • The Federal Trade Commission (FTC) at ftc.gov for consumer protection complaints.
   • Your state's Attorney General Consumer Protection Division.
   • The Better Business Bureau (BBB) if Cafe Rio is registered as a member.
   • Your credit card company or bank for a chargeback process, if applicable, in cases of billing disputes.

Cafe Rio is committed to good-faith efforts to resolve all customer disputes in a timely and fair manner. We value your business and strive to maintain the highest standards of customer service.

11. Chargebacks and Payment Disputes

We strongly encourage customers to contact us directly at [email protected] before initiating a chargeback with their bank or credit card issuer. Filing a chargeback without first attempting to resolve the issue with Cafe Rio may result in a delay in resolution and may affect your ability to place future orders with us.

If a chargeback is filed without prior communication with our team, we reserve the right to respond to your financial institution with evidence of order fulfillment, including order confirmation, delivery records, and any prior correspondence. We will always cooperate fully with financial institutions in the investigation of legitimate disputes.

12. Consumer Rights Under U.S. Law

Nothing in this Refund Policy is intended to limit or override any rights you may have under applicable United States federal or state consumer protection laws. This includes, but is not limited to:

• Rights under the Federal Trade Commission Act (FTC Act), which protects consumers against unfair or deceptive acts or practices in commerce.
• State-specific consumer protection statutes that may provide additional rights depending on your state of residence.
• Rights under the California Consumer Privacy Act (CCPA/CPRA) for California residents, particularly as they relate to refund-related data we process.

If you believe that any portion of this policy violates your consumer rights, please contact us immediately so we can address the concern.

13. Policy Updates

Cafe Rio reserves the right to update, modify, or amend this Refund Policy at any time. Any changes will be effective immediately upon posting the updated policy on our website at freshcaferio.click. We encourage customers to review this policy periodically to stay informed of any updates. The date at the top of this page will reflect the most recent revision.

Continued use of our services after any changes to this policy constitutes your acceptance of the revised terms.

14. Contact Information

If you have any questions, concerns, or would like to initiate a refund request, please do not hesitate to contact our customer service team using the information provided below. We are dedicated to responding to all inquiries promptly and professionally.