Refund Policy

At Cafe Rio, we are committed to delivering fresh, high-quality food and an exceptional dining experience to every customer. We understand that situations may arise where a refund or exchange is necessary. This Refund Policy outlines the terms and conditions under which refunds, exchanges, and cancellations are processed. Please read this policy carefully before placing an order.

By placing an order through our website taco-caferio.click or at any of our locations, you agree to the terms described in this Refund Policy. If you have any questions, please contact us at [email protected] before completing your purchase.

1. Eligibility Conditions for Refunds

We want every customer to be satisfied with their experience at Cafe Rio. Refunds may be issued under the following circumstances:

• Incorrect Order: You received an item that differs from what you ordered (wrong item, wrong size, or missing components).
• Food Quality Issues: The food received was spoiled, undercooked, or otherwise unfit for consumption at the time of delivery or pickup.
• Allergic Reactions Due to Mislabeling: You experienced an allergic reaction caused by an ingredient that was not disclosed or was incorrectly labeled on our menu.
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Duplicate Charges: You were charged more than once for the same order due to a technical or payment processing error.
• Order Not Received: Your order was confirmed and paid for but never delivered or made available for pickup.

To be eligible for a refund, customers must provide proof of purchase, including an order confirmation number, receipt, or transaction record. Refund requests submitted without supporting documentation may be subject to verification and may take additional time to process.

2. Timeframes for Refund Requests

To ensure a fair and efficient resolution, refund requests must be submitted within the following timeframes:

Refund requests submitted outside of these timeframes may not be honored. We encourage customers to inspect their orders promptly upon receipt and to contact us as soon as an issue is identified.

3. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds. Please review the following list before submitting a request:

• Consumed food items: Items that have been substantially consumed are not eligible for a refund unless a verifiable quality issue is documented.
• Change of mind: Refunds will not be issued simply because a customer changed their mind about an order after it was prepared.
• Customization errors made by the customer: If a customer incorrectly submitted their order preferences (e.g., wrong toppings, wrong size), the resulting item is non-refundable unless the restaurant failed to follow the stated instructions.
• Promotional or discounted items: Items purchased using promotional codes, coupons, or as part of a special deal may not be eligible for a cash refund; a store credit may be offered at our discretion.
• Gift cards and digital credits: Once purchased or redeemed, gift cards and store credits are non-refundable and non-transferable.
• Late catering cancellations: Catering orders canceled less than 48 hours before the scheduled event time are not eligible for a full refund (see Section 8 for details).
• Third-party delivery fees: Delivery fees charged by third-party platforms (e.g., DoorDash, Uber Eats, Grubhub) are not controlled by Cafe Rio and are subject to those platforms' own refund policies.

4. How to Request a Refund (Step-by-Step)

Submitting a refund request is simple. Please follow the steps below to ensure your request is handled quickly and efficiently:

1. Gather Your Documentation: Locate your order confirmation email, receipt, or transaction record. If possible, take photos of the incorrect, missing, or substandard items.
2. Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: taco-caferio.click
3. Provide Required Information: In your message, include the following:
   • Full name and contact information
   • Order number or confirmation code
   • Date and time of purchase or delivery
   • Description of the issue
   • Photos or supporting evidence (where applicable)
   • Your preferred resolution (refund, replacement, or store credit)
4. Review Process: Our team will review your request within 2 business days. We may contact you for additional information or clarification.
5. Resolution Notification: You will receive a written confirmation of the outcome of your refund request via email. If approved, your refund will be processed according to the payment method used (see Section 5).

5. Refund Processing Times by Payment Method

Once a refund has been approved, processing times vary depending on the original payment method used:

Please note that while we process refunds promptly on our end, the time it takes for funds to appear in your account may vary depending on your financial institution. Cafe Rio is not responsible for delays caused by banks or payment processors.

6. Partial Refunds

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

• Only a portion of your order was incorrect, missing, or unsatisfactory.
• The order was partially consumed before the quality issue was identified.
• A discount, coupon, or promotional credit was applied to the original order, reducing the refundable amount.
• A catering order is canceled within the applicable timeframe but after preparation costs have already been incurred.
• Items were damaged during delivery through no fault of Cafe Rio (e.g., customer accepted a visibly damaged package from a third-party courier).

The amount of a partial refund will be determined by our customer support team based on the specific circumstances of the case. We are committed to being fair and transparent in our assessments.

7. Exchange Policy

For in-store and direct online orders, Cafe Rio may offer an exchange or replacement in lieu of a monetary refund in the following cases:

• Incorrect item received: We will prepare and provide the correct item at no additional charge, subject to availability.
• Missing items: Missing items will be remade and provided to the customer at the next available opportunity.
• Quality issues: If a food item does not meet our quality standards and the issue is reported in a timely manner, we will replace the item or offer a store credit.

Exchanges are subject to the same timeframe requirements as refunds. Customers must report the issue within 24 hours of receiving their order to qualify for an exchange. Replacements are made at the sole discretion of Cafe Rio and are limited to the same item or an item of equal value.

8. Cancellation Policy

8.1 Standard Orders

For standard individual orders placed online or in-store:

• Orders can be canceled within 5 minutes of placement without charge, provided the kitchen has not yet begun preparation.
• Once food preparation has begun, cancellations are not guaranteed, and a refund may not be issued.
• If you need to cancel an order, please contact us immediately at [email protected].

8.2 Catering and Group Orders

For catering and large group orders, the following cancellation terms apply:

All catering cancellation requests must be submitted in writing to [email protected]. Verbal cancellations will not be accepted.

9. Dispute Resolution Process

If you are dissatisfied with the outcome of your refund request, you have the right to escalate the matter. Cafe Rio is committed to resolving all disputes in a fair, timely, and transparent manner.

9.1 Internal Escalation

If your initial refund request was denied or if you believe the resolution offered was inadequate, you may request a review by a senior member of our customer support team. To escalate your case:

1. Reply to the original resolution email with your request for escalation.
2. Clearly state why you believe the initial decision was incorrect.
3. Provide any additional documentation or evidence to support your claim.

Escalated cases are typically reviewed within 5 business days.

9.2 External Dispute Resolution

If an internal resolution cannot be reached, customers in the United States have the following options:

• Credit Card Chargeback: You may contact your credit card issuer or bank to initiate a chargeback in accordance with your card's terms and conditions.
• Federal Trade Commission (FTC): Consumer complaints may be filed with the FTC at www.ftc.gov under the FTC Act, which governs unfair or deceptive acts in commerce.
• State Consumer Protection Agencies: Depending on your state of residence, you may file a complaint with your state's consumer protection office. California residents may also exercise rights under the California Consumer Privacy Act (CCPA/CPRA) where applicable.
• Better Business Bureau (BBB): Complaints may be submitted to the BBB at www.bbb.org.

10. Contact Information for Refund Requests

For all refund-related inquiries, please contact our customer support team using the information below. We are here to help and will respond to all inquiries as quickly as possible.

Our customer support team is available during regular business hours. We aim to respond to all refund-related emails within 1 to 2 business days. For urgent matters, please indicate "URGENT REFUND REQUEST" in the subject line of your email.

11. 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 taco-caferio.click with an updated effective date. Continued use of our services after any such changes constitutes your acceptance of the revised policy. We encourage customers to review this page periodically to stay informed about our refund practices.