Refund Policy

Effective Date: April 25, 2026

1. Introduction

At Cafe Rio, we are committed to delivering high-quality food and an exceptional dining experience to every customer. We understand that there may be occasions when an order does not meet your expectations, arrives incorrectly, or encounters other issues. This Refund Policy explains your rights and our procedures regarding refunds, exchanges, cancellations, and dispute resolution for all orders placed through our website, by phone, or in person.

This policy applies to all transactions conducted via caferio-pizza.click and is governed by applicable United States federal and state consumer protection laws, including but not limited to the Federal Trade Commission (FTC) Act and relevant state-level consumer protection statutes.

We encourage you to contact us promptly if you experience any issue with your order. Our goal is to resolve all concerns fairly, efficiently, and with the highest standard of customer service.

2. Eligibility Conditions for Refunds

To be eligible for a refund, your request must meet one or more of the following conditions:

• Incorrect Order: You received items that do not match your confirmed order details, including wrong food items, incorrect toppings, missing components, or wrong quantities.
• Food Quality Issues: The food delivered or prepared was spoiled, undercooked, overcooked, or otherwise unfit for consumption at the time of delivery or pickup.
• Missing Items: One or more items listed on your receipt or order confirmation were not included in your delivery or pickup order.
• Significant Delivery Delay: Your order experienced an unreasonable and excessive delay beyond our stated estimated delivery time that caused the food to be unsuitable for consumption.
• Duplicate Charges: You were charged more than once for the same order due to a technical error or payment processing issue.
• Unauthorized Transaction: A charge was made to your payment method without your authorization or knowledge.
• Allergen or Dietary Restriction Violation: Your order contained ingredients that you explicitly requested to be excluded due to allergies or dietary restrictions, which were clearly noted at the time of ordering.

Refund eligibility will be assessed on a case-by-case basis. Cafe Rio reserves the right to request supporting documentation, such as photographs of the food or a copy of your order confirmation, to process your refund request.

3. Timeframes for Refund Requests

Timely reporting is essential to the refund process for perishable food items. Please observe the following timeframes when submitting a refund request:

Refund requests submitted outside of these timeframes may not be honored. We strongly recommend inspecting your order immediately upon receipt and contacting us without delay if any issue is identified.

4. Non-Refundable Items and Services

The following items, services, and situations are generally not eligible for a refund:

• Orders that have been fully consumed or largely eaten prior to a refund request being submitted.
• Changes in personal preference or taste after the order has been correctly prepared according to your specifications.
• Delivery fees, service fees, and any applicable platform surcharges, unless the order was never delivered.
• Promotional or discounted items that were clearly marked as non-refundable at the time of purchase.
• Orders that were delayed due to circumstances beyond our reasonable control, including severe weather events, natural disasters, or third-party delivery service disruptions.
• Refund requests submitted beyond the specified timeframes outlined in Section 3 of this policy.
• Orders where the customer provided an incorrect delivery address and the food was delivered to the address provided.
• Tip amounts added to your order, as tips are paid directly to our staff and are non-refundable.
• Gift cards and promotional vouchers once they have been redeemed or applied to an order.

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

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

1. Step 1 — Document the Issue: Before contacting us, take clear photographs or screenshots of the problem. This may include photos of the incorrect or damaged food, your order confirmation, and your receipt. Documentation greatly speeds up the review process.
2. Step 2 — Contact Our Customer Support Team: Reach out to Cafe Rio using one of the following methods within the applicable timeframe:
   • Email: [email protected]
   • Website: caferio-pizza.click
3. Step 3 — Provide Required Information: When contacting us, please include the following details to help us process your request efficiently:
   • Your full name and contact information
   • Your order number or confirmation code
   • The date and time the order was placed and received
   • A clear description of the issue you experienced
   • Any supporting photographs or documentation
   • Your preferred resolution (refund, replacement, or store credit)
4. Step 4 — Await Review: Our customer support team will review your request within 1–3 business days. We may contact you for additional information if needed.
5. Step 5 — Receive Our Decision: Once our review is complete, we will notify you of our decision via email. If your refund is approved, we will process it using your original payment method or issue store credit at our discretion.
6. Step 6 — Refund Processing: If approved, your refund will be processed within the timeframes 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 receive your funds depends on your original payment method. Please refer to the table below for estimated processing times:

Please note that while we process refunds promptly on our end, the exact timing may also depend on your financial institution's policies. We have no control over processing times imposed by banks or payment processors once the refund has been initiated from our side.

7. Partial Refunds

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

• Only a portion of your order was incorrect, missing, or unsatisfactory, while the remainder was delivered correctly and in good condition.
• The food item had a minor quality issue that did not prevent it from being consumed, but did not fully meet our quality standards.
• A promotional discount or coupon was applied to the original order, and the refund amount will reflect the actual amount paid for the affected item(s) only.
• A delivery fee or service charge will not be refunded if the majority of the order was delivered correctly and on time.

The amount of any partial refund will be determined by our customer support team based on the nature and extent of the issue reported. We will communicate the partial refund amount to you clearly before processing.

8. Exchange Policy

In many cases, rather than issuing a monetary refund, Cafe Rio may offer to replace the affected item(s) at no additional cost to you. Exchanges and replacements are subject to the following conditions:

• Replacement orders are available for dine-in customers and pickup orders at our physical location.
• For delivery orders, a replacement may be arranged if the original delivery driver is still in the area, or a new delivery may be scheduled depending on availability and practicality.
• Replacement items must be of equal or lesser value to the original item purchased. If you prefer a different item of greater value, you may pay the difference.
• Replacements must be requested within the same timeframe specified for refund requests in Section 3.
• Cafe Rio reserves the right to offer store credit in lieu of a physical replacement if a replacement is not operationally feasible at the time of the request.

We encourage customers to consider an exchange or replacement as it is often the fastest resolution to a food quality or order accuracy issue.

9. Cancellation Policy

We understand that plans can change. Our cancellation policy is as follows:

9.1 Online Orders

• Within 5 minutes of placing your order: You may cancel your order for a full refund, provided our kitchen has not yet begun preparing your items. Please contact us immediately via email at [email protected].
• After 5 minutes or once preparation has begun: Orders that are already being prepared cannot be cancelled and are not eligible for a refund unless there is a valid quality or accuracy issue upon receipt.
• Delivery orders: Once a delivery order has been dispatched for delivery, it cannot be cancelled. Please contact us as soon as possible if you need to cancel before dispatch.

9.2 Catering and Large Group Orders

• Catering orders or large group orders may require advance notice of at least 48 hours before the scheduled delivery or pickup time for a full refund.
• Cancellations made between 24 and 48 hours before the scheduled time may be eligible for a 50% refund.
• Cancellations made less than 24 hours before the scheduled time are generally not eligible for a refund, as ingredients and preparation will already be underway.

To cancel a catering order, please contact us at [email protected] as early as possible with your order number and reason for cancellation.

10. Dispute Resolution Process

If you are not satisfied with our decision regarding your refund request, you have the right to escalate your concern through the following dispute resolution process:

10.1 Internal Escalation

In the first instance, we encourage you to contact our customer support team again and request that your case be escalated to a senior manager or supervisor. Please reference your original refund request number or email thread when doing so. We commit to reviewing escalated disputes within 3–5 business days and providing a written response.

10.2 Chargeback Rights

Under U.S. consumer protection law and the Fair Credit Billing Act (FCBA), you have the right to dispute a charge with your bank or credit card issuer if you believe you have been billed incorrectly or if goods and services paid for were not delivered as described. We recommend attempting to resolve the matter directly with us first before initiating a chargeback, as this often leads to a faster and more satisfactory outcome for all parties.

10.3 Consumer Protection Agencies

If you feel your concern has not been adequately addressed, you may also file a complaint with the following consumer protection bodies:

• Federal Trade Commission (FTC): www.ftc.gov
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your state's Attorney General Office or Department of Consumer Affairs

10.4 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 Cafe Rio operates. Any legal action or proceeding related to this policy shall be subject to the jurisdiction of the courts in the applicable state.

11. Changes to This Refund Policy

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

12. Contact Information for Refund Requests

If you have any questions about this Refund Policy or wish to submit a refund request, please do not hesitate to contact our customer support team using the details below: