Refund Policy

At Cafe Rio, we are committed to providing our customers with the highest quality food and service. We understand that situations may arise where a refund or exchange is necessary, and we want to make this process as straightforward and fair as possible. Please read this Refund Policy carefully to understand your rights and our obligations under applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act.

1. Overview

This Refund Policy applies to all purchases made through our website scafe-rio.top, as well as orders placed in-person, by phone, or through any other authorized channel operated by Cafe Rio. By placing an order with us, you agree to the terms outlined in this policy. We reserve the right to update or modify this policy at any time, and any changes will be posted on this page with a revised effective date.

Our goal is your complete satisfaction. If you are not fully satisfied with your order, we encourage you to contact us promptly so we can work toward a resolution that meets your needs.

2. Eligibility Conditions for Refunds

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

• The refund request must be submitted within the applicable timeframe outlined in Section 3 of this policy.
• You must provide proof of purchase, such as an order confirmation number, receipt, or transaction ID.
• The issue reported must fall within one of the accepted refund categories listed below.
• The order or item in question must have been purchased directly through Cafe Rio or an authorized representative.

2.1 Accepted Refund Categories

We will consider refunds in the following situations:

• Incorrect Order: You received an item that is different from what you ordered.
• Food Quality Issues: The food delivered or served did not meet reasonable quality standards (e.g., food was spoiled, undercooked, or contained foreign objects).
• Missing Items: Part of your order was missing upon delivery or pickup.
• Allergic Reactions Due to Our Error: If we failed to honor a documented allergen request that was clearly stated at the time of order, resulting in an allergic reaction or consumption of an allergen you sought to avoid.
• Order Not Received: Your order was not delivered within a reasonable time frame and was confirmed lost or undelivered by our delivery partner.
• Duplicate Charges: You were charged more than once for the same order due to a technical error.

3. Timeframes for Refund Requests

All refund requests must be submitted within the following timeframes to be considered eligible:

Requests submitted outside these windows may not be honored, though we reserve the right to consider exceptional circumstances on a case-by-case basis at our sole discretion.

4. Non-Refundable Items and Services

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

• Orders where the customer simply changed their mind after the food was prepared or delivered.
• Food items that have been partially or fully consumed without a valid quality complaint.
• Orders where incorrect information was provided at the time of ordering (e.g., wrong delivery address entered by the customer).
• Promotional or discounted items that were clearly marked as non-refundable at the time of purchase.
• Gift cards, vouchers, or store credits once redeemed.
• Orders delayed due to circumstances beyond our reasonable control, including severe weather events, natural disasters, or third-party delivery partner delays.
• Customization requests that were fulfilled as specified by the customer.
• Catering deposits or booking fees (subject to separate cancellation terms in Section 8).

5. How to Request a Refund

We have made the refund request process as simple as possible. Please follow these steps to submit your request:

Step 1: Gather Your Information

Before contacting us, please have the following ready:

• Your full name and contact information
• Order number or transaction ID
• Date and time of the order
• A clear description of the issue
• Photographic evidence (if applicable — e.g., food quality issues, incorrect items)

Step 2: Contact Us

Reach out to our customer support team using one of the following methods:

• Email: [email protected]
• Website: scafe-rio.top

Please include the subject line: "Refund Request – [Your Order Number]" to help us locate your order quickly.

Step 3: Review Process

Our team will acknowledge your request within 1–2 business days and begin reviewing your case. We may reach out for additional information or clarification during this process.

Step 4: Decision Notification

You will receive a written decision regarding your refund request via email within 3–5 business days of our initial acknowledgment. If approved, your refund will be processed according to the timelines outlined in Section 6.

Step 5: Refund Issuance

Approved refunds will be processed to the original payment method unless otherwise agreed upon. Please allow additional processing time depending on your payment method (see Section 6).

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:

7. Partial Refunds

In certain circumstances, we may issue a partial refund rather than a full refund. Partial refunds may apply in the following situations:

• Only a portion of your order was incorrect, missing, or unsatisfactory, while the remainder was delivered and accepted.
• You consumed part of the food before identifying a quality issue, and we determine that a full refund is not warranted.
• A promotional discount or coupon was applied to the original order, and the refund reflects the actual amount paid for the affected items.
• Delivery fees may be excluded from partial refunds unless the delivery itself was the primary issue.

The amount of a partial refund will be calculated based on the price of the specific items affected, minus any applicable discounts. We will communicate the partial refund amount to you before processing.

8. Cancellation Policy

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

8.1 Standard Orders

• Before Preparation Begins: If you cancel your order before our kitchen has begun preparing it, you will receive a full refund.
• During Preparation: If your order is already being prepared at the time of cancellation, we may charge a preparation fee of up to 50% of the order total.
• After Dispatch for Delivery: Orders that have already been dispatched for delivery cannot be cancelled. You may, however, be eligible for a refund upon receipt if the order meets the eligibility criteria in Section 2.

8.2 Catering and Large Group Orders

• Catering or large group orders (typically defined as orders over $200) must be cancelled at least 48 hours before the scheduled delivery or pickup time to receive a full refund.
• Cancellations made between 24 and 48 hours before the scheduled time will receive a 50% refund.
• Cancellations made less than 24 hours before the scheduled time are non-refundable, as ingredients and preparation will have already commenced.

8.3 How to Cancel

To cancel an order, please contact us immediately at [email protected] or visit scafe-rio.top. Please include your order number and the reason for cancellation.

9. Exchange Policy

In some cases, rather than issuing a monetary refund, we may offer to replace or exchange your order. Our exchange policy works as follows:

• If you received an incorrect item, we will prioritize remaking and delivering the correct order at no additional charge.
• If you experienced a food quality issue, we may offer to replace the affected item with a freshly prepared version.
• Exchanges are subject to availability. If a specific item is no longer available, we will offer a refund or a suitable alternative of equal or greater value.
• Exchanges must be requested within the same timeframes outlined in Section 3.
• You are not required to accept an exchange if you prefer a monetary refund, provided your request meets the eligibility criteria in Section 2.

10. Dispute Resolution Process

We take all customer complaints seriously and strive to resolve disputes in a fair and timely manner. If you are not satisfied with the outcome of your refund request, you may escalate your concern using the following process:

Step 1: Internal Escalation

If you disagree with our initial decision, you may request that your case be escalated to a senior member of our customer service team. Please email [email protected] with the subject line: "Refund Dispute Escalation – [Your Order Number]". We will respond within 3–5 business days with a final internal determination.

Step 2: Chargeback Rights

If you paid by credit or debit card and believe you have been charged incorrectly, you retain the right to initiate a chargeback through your card issuer. We encourage you to contact us first so we can resolve the issue directly, as chargebacks may take longer to process. However, we fully respect your right to pursue this option.

Step 3: Consumer Protection Agencies

Customers in the United States may also file a complaint with the following agencies if they believe their consumer rights have been violated:

• Federal Trade Commission (FTC): www.ftc.gov
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your state's Attorney General Office or local consumer protection agency

Step 4: Informal Mediation

Both parties agree to attempt to resolve any disputes through good-faith negotiation before pursuing formal legal action. If informal resolution is not possible, disputes may be submitted to a mutually agreed-upon third-party mediator.

11. Your Rights Under U.S. Consumer Protection Law

As a customer in the United States, you are protected by several federal and state consumer protection laws. The Federal Trade Commission Act prohibits unfair or deceptive business practices, and we are fully committed to compliance. If you are a California resident, you may have additional rights under the California Consumer Privacy Act (CCPA/CPRA) regarding your personal data used during the refund process. For more information about your privacy rights, please review our Privacy Policy at scafe-rio.top.

12. Modifications to This Policy

Cafe Rio reserves the right to modify or update this Refund Policy at any time. Changes will be effective immediately upon posting to our website at scafe-rio.top. We encourage you to review this policy periodically. Your continued use of our services after any changes constitutes your acceptance of the revised policy. If we make significant changes, we will make reasonable efforts to notify you via email or a notice on our website.

13. Contact Information for Refund Requests

If you have any questions about this Refund Policy, need to submit a refund request, or wish to discuss your order, please do not hesitate to contact our customer support team:

Our customer support team is available to assist you and aims to respond to all inquiries within 1–2 business days. We appreciate your patience and your trust in Cafe Rio, and we are committed to making every experience with us a positive one.