Refund Policy

Effective Date: June 24, 2026  |  Last Updated: June 24, 2026

1. Introduction

Cafe Rio operates as a food service business providing meals, beverages, and related dining services to customers across the United States. We understand that occasionally things may not go as expected — whether an order is incorrect, a product does not meet quality standards, or a delivery issue arises. This Refund Policy has been created to ensure transparency and fairness in all refund-related situations.

This policy applies to all purchases made through our website mealcaferio.click, our mobile platforms, phone orders, and any other channels operated by Cafe Rio. By placing an order with us, you agree to the terms outlined in this Refund Policy.

This policy is governed by applicable United States federal and state consumer protection laws, including the Federal Trade Commission (FTC) Act, which protects consumers against unfair or deceptive business practices.

2. Eligibility Conditions for Refunds

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

• The item(s) received were significantly different from what was described or displayed on our website or menu.
• The food or beverage received was of poor quality, spoiled, or not fit for consumption at the time of delivery or pickup.
• You received an incorrect order that did not match your confirmed purchase.
• Your order was not delivered within a reasonable timeframe, and no prior notice was given by Cafe Rio or its delivery partners.
• A technical error or duplicate charge occurred during the payment process.
• Your order was cancelled by Cafe Rio due to availability issues or operational reasons beyond your control.
• Foreign objects or contaminants were found in the food at the time of receipt and reported promptly.

Refund eligibility is assessed on a case-by-case basis. Our customer support team reserves the right to request supporting evidence, such as photographs or order confirmation details, before processing a refund.

3. Timeframes for Refund Requests

Timeliness is essential when submitting a refund request. The following timeframes apply:

Requests submitted outside of these timeframes may not be eligible for a full refund. We strongly encourage customers to inspect their orders immediately upon receipt and report any concerns as soon as possible.

4. Non-Refundable Items and Services

Certain items and circumstances are not eligible for a refund. These include, but are not limited to:

• Consumed food items: If a significant portion of the food has been consumed, a refund will not be issued unless a documented quality or safety concern exists.
• Promotional and discounted items: Items purchased using promotional discounts, coupon codes, or special offers may not be eligible for refunds unless they arrive incorrect or defective.
• Customized orders: Meals prepared based on specific customer customization instructions (e.g., special dietary modifications) are generally non-refundable if prepared correctly as specified.
• Delivery fees: Delivery service fees are non-refundable unless the non-delivery was caused by Cafe Rio or a Cafe Rio-authorized delivery partner.
• Gift cards and promotional credits: Digital or physical gift cards and promotional credits are non-refundable and cannot be exchanged for cash.
• Service charges and tips: Any service charges or gratuities added to your order are non-refundable.
• Orders with buyer's remorse: Refunds will not be issued simply because a customer changed their mind about an order that was correctly prepared and delivered.

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

To request a refund, please follow the steps below:

1. Gather Your Information: Have your order confirmation number, the email address used to place the order, a description of the issue, and any supporting photographs or documentation ready.
2. Contact Us: Reach out to our customer support team through one of the following channels:
   • Email: [email protected]
   • Website: mealcaferio.click — use the Contact or Support form available on the site.
3. Submit Your Request: Clearly describe the nature of your complaint, the item(s) affected, and your preferred resolution (refund, replacement, or store credit). Include all relevant attachments.
4. Receive Acknowledgment: Our team will acknowledge your refund request within 1–2 business days via the email address on file.
5. Review and Assessment: Our customer support team will review your claim, verify order details, and assess eligibility. We may contact you for additional information during this stage.
6. Decision Notification: You will be notified of the outcome of your refund request within 3–5 business days of submission. If approved, refund processing will begin immediately.
7. Refund Issuance: Approved refunds will be processed to the original payment method or via an alternative method if agreed upon.

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 note that while Cafe Rio processes refunds promptly upon approval, your financial institution or payment provider may impose additional processing times. Cafe Rio is not responsible for delays caused by third-party payment processors or banking institutions.

7. Partial Refunds

In some cases, 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 accurately and in acceptable condition.
• A meal was consumed partially before a quality issue was identified.
• An order was cancelled after food preparation had already commenced but before delivery or pickup.
• A promotional discount was applied to the original order, and the refund is calculated based on the actual amount paid.
• Delivery fees or service charges that do not qualify for a full refund are excluded from partial refund calculations.

The amount of a partial refund will be determined by our customer support team based on the specific circumstances of each case. We strive to be fair and reasonable in all partial refund decisions.

8. Exchange Policy

Due to the perishable nature of food products, direct item exchanges are generally not available in the traditional retail sense. However, Cafe Rio may offer the following alternatives as a form of resolution:

• Replacement Orders: If your order was incorrect or of unacceptable quality, we may offer to send a replacement meal at no additional charge, subject to availability and delivery area constraints.
• Store Credit: Instead of a monetary refund, customers may opt to receive store credit equivalent to the value of the affected item(s), which can be applied to future orders.
• Menu Substitutions: If a specific item becomes unavailable after an order is placed, Cafe Rio will contact you to offer a suitable substitution or a refund for the unavailable item.

To initiate an exchange or replacement, please contact us at [email protected] within the applicable timeframe listed in Section 3 of this policy.

9. Cancellation Policy

We understand that plans can change. Our cancellation policy is structured around the stage of your order at the time of the cancellation request:

9.1 Cancellation Before Preparation Begins

If you cancel your order within 5 minutes of placement and before food preparation has begun, you are eligible for a full refund of the order total, excluding any non-refundable service charges.

9.2 Cancellation After Preparation Has Begun

Once food preparation has started, cancellations are evaluated case-by-case. In most instances, a full refund will not be available. A partial refund or store credit may be offered at the discretion of our customer support team.

9.3 Cancellation Due to Cafe Rio's Actions

If Cafe Rio must cancel your order due to operational issues, ingredient unavailability, or other factors within our control, you will receive a full refund within the processing time applicable to your payment method, as outlined in Section 6.

9.4 How to Cancel an Order

To cancel an order, contact us immediately via:

• Email: [email protected]
• Website: mealcaferio.click

Please include your order number and the reason for cancellation in your message. The faster you contact us, the better the chance of a successful cancellation before preparation begins.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request or believe your concern has not been resolved appropriately, you may escalate the matter through the following process:

10.1 Internal Escalation

Contact our customer support team and request that your case be escalated to a senior representative or manager. Please reference your original refund request number when doing so. We aim to respond to escalated cases within 3 business days.

10.2 Informal Resolution

Before pursuing formal dispute resolution, we encourage all customers to attempt to resolve the matter informally with our team. Most concerns can be resolved quickly and satisfactorily through direct communication.

10.3 Chargeback and Payment Disputes

If you have been charged incorrectly or believe a transaction was unauthorized, you have the right to file a dispute or chargeback with your credit card issuer or payment provider under applicable United States consumer protection laws, including those enforced by the Federal Trade Commission (FTC). We recommend contacting us first, as we can often resolve billing disputes more quickly than the formal chargeback process.

10.4 Governing Law and Jurisdiction

This Refund Policy and any disputes arising from it shall be governed by the laws of the United States and the applicable laws of the state in which you reside or in which the transaction was completed. Customers located in California may have additional rights under the California Consumer Privacy Act (CCPA/CPRA) and other state-specific consumer protection statutes.

11. Consumer Rights Under U.S. Law

As a consumer in the United States, you have specific rights protected by federal and state law. The Federal Trade Commission (FTC) Act prohibits unfair or deceptive trade practices. Cafe Rio is committed to full compliance with all applicable consumer protection laws. If you believe your consumer rights have been violated, you may also file a complaint with:

• Federal Trade Commission (FTC): www.ftc.gov
• Your state's Attorney General's office
• Better Business Bureau (BBB): www.bbb.org

12. Changes to This Refund Policy

Cafe Rio reserves the right to modify or update this Refund Policy at any time without prior notice. Changes will be posted on our website at mealcaferio.click with a revised effective date. Your continued use of our services after any changes are posted constitutes your acceptance of the updated Refund Policy. We encourage you to review this page periodically to stay informed about our current policies.

13. Contact Information for Refund Requests

For all refund requests, questions, or concerns related to this policy, please reach out to our customer support team through the following channels: