Refund Policy

Effective Date: April 30, 2026 | Last Updated: April 30, 2026

1. Introduction

This Refund Policy ("Policy") governs all purchases, orders, and transactions made through caferiomexican.digital or directly with Cafe Rio. By placing an order or making a purchase with us, you agree to the terms outlined in this Policy.

This Policy is designed to comply with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act and, where applicable, the California Consumer Privacy Act (CCPA/CPRA) and state-specific consumer protection statutes.

For any questions related to refunds, please contact us directly at [email protected] or visit our website at caferiomexican.digital.

2. Scope of This Policy

This Policy applies to all transactions conducted through:

• Our official website: caferiomexican.digital
• In-store purchases at any Cafe Rio location
• Third-party delivery platforms where Cafe Rio is listed (subject to additional platform-specific policies)
• Phone orders placed directly with Cafe Rio staff
• Catering orders and bulk food orders placed through our website or customer service team

3. Eligibility Conditions for Refunds

A refund request may be considered eligible under the following conditions:

3.1 Food Quality Issues

• The food received was spoiled, undercooked, or otherwise unsafe for consumption.
• The food did not meet basic quality standards as advertised on our menu.
• Foreign objects were found in the food item.
• The item received contained an ingredient that was specifically requested to be excluded due to an allergy or dietary restriction, and this was clearly noted at the time of ordering.

3.2 Incorrect Orders

• You received an item different from what you ordered.
• Items were missing from your order entirely.
• The quantity of items delivered did not match what was confirmed in your order receipt.

3.3 Order Not Received

• Your delivery order was not received within a reasonable time frame and has been confirmed as lost or undelivered by the delivery service.
• You picked up an order in-store and later discovered items were missing from the bag.

3.4 Technical or Billing Errors

• You were charged more than once for the same order due to a system error.
• An unauthorized charge was made on your account.
• You were charged for items that were listed as unavailable or out of stock at the time of order confirmation.

4. Timeframes for Refund Requests

To be considered for a refund, you must submit your request within the following time frames:

Requests submitted outside of these timeframes will not be eligible for a refund. We strongly encourage customers to inspect their orders upon receipt and report any issues promptly.

5. Non-Refundable Items and Services

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

• Food items that have been fully consumed without prior complaint.
• Orders where the customer simply changed their mind after delivery or pickup.
• Customization requests that were not clearly specified at the time of ordering.
• Promotional items, free add-ons, or complimentary items.
• Delivery fees charged by third-party platforms (these are governed by the respective platform's refund policy).
• Tips or gratuities added at checkout.
• Gift card purchases (except as outlined in Section 11).
• Orders where issues arose due to incorrect delivery addresses provided by the customer.
• Perishable food items that were not stored properly after delivery.
• Special event catering deposits once the event date has passed.

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

Follow these steps to submit a refund request:

1. Step 1 – Gather Your Information: Locate your order confirmation number, receipt, or proof of purchase. Take clear photographs if the issue is related to food quality, incorrect items, or missing items.
2. Step 2 – Contact Us: Reach out to our customer service team through one of the following channels:
   • Email: [email protected]
   • Website: caferiomexican.digital
3. Step 3 – Provide Details: In your message, include the following information:
   • Full name and contact information
   • Order number or transaction ID
   • Date and time of the order
   • Description of the issue
   • Photographs or supporting evidence (if applicable)
   • Your preferred resolution (refund, replacement, or store credit)
4. Step 4 – Acknowledgment: Our customer service team will acknowledge your request within 1–2 business days.
5. Step 5 – Review and Decision: We will review your request and any provided evidence. A decision will be communicated to you within 3–5 business days of acknowledgment.
6. Step 6 – Resolution: If your refund is approved, you will receive confirmation of the refund amount and the expected processing timeline based on your original payment method.

7. Refund Processing Times by Payment Method

Once a refund has been approved, the processing time depends on your original method of payment:

Please note that while Cafe Rio processes refunds promptly, your bank or financial institution may require additional time to reflect the refund in your account. We are not responsible for delays caused by third-party financial institutions.

8. Partial Refunds

In certain circumstances, only a partial refund may be issued:

• Only specific items from an order were incorrect or missing (refund applies only to those items).
• A food quality issue affected only part of a larger order or catering package.
• A promotional discount was applied to the original purchase, and the refund is calculated on the actual amount paid.
• Delivery fees, taxes, or service charges may not be included in a partial refund where the food itself was delivered.
• A catering order where only a portion of the event was impacted by a service failure.

Partial refunds are determined at the sole discretion of Cafe Rio's management team and will be communicated clearly to the customer before processing.

9. Exchange Policy

Where a full refund may not be the most practical solution, Cafe Rio may offer an exchange or replacement as follows:

• Incorrect Items: If you received an incorrect item, we will offer to replace it with the correct item at no additional charge, subject to availability.
• In-Store Exchanges: Exchanges for in-store orders must be requested on the same day and at the same location where the original order was placed.
• Delivery Orders: For delivery orders with incorrect items, we may offer a replacement delivered at the next available delivery slot or provide a store credit of equivalent value.
• Catering Orders: For catering orders, exchanges or substitutions must be requested at least 24 hours in advance of the event date.

Exchanges are subject to current menu availability. If a direct replacement is not available, we will offer an item of equal value or issue a store credit.

10. Cancellation Policy

10.1 Online and Delivery Orders

• Online orders may be canceled for a full refund if the cancellation is requested within 10 minutes of placing the order, before the kitchen has begun preparation.
• Once food preparation has begun, cancellations are generally not accepted, and a refund will not be issued.
• If a delivery cannot be completed due to circumstances within Cafe Rio's control (e.g., restaurant closure, food unavailability), a full refund will be issued automatically.

10.2 Catering and Bulk Orders

10.3 In-Store Orders

In-store orders cannot be canceled once the food has been prepared. If there is a significant wait time issue or an error in the order placed, please speak with a Cafe Rio team member at the counter immediately.

11. Gift Cards and Promotional Credits

• Cafe Rio gift cards are generally non-refundable once purchased.
• Lost or stolen gift cards cannot be replaced unless proof of purchase is provided and the remaining balance can be verified in our system.
• Promotional credits, discount codes, and loyalty rewards have no cash value and cannot be refunded or exchanged for cash.
• If a gift card was purchased due to a documented billing error, a refund may be issued within 30 days of the purchase date upon request.

12. Dispute Resolution Process

If you are dissatisfied with the outcome of your refund request, you may escalate the matter using the following process:

1. Level 1 – Customer Service Review: Submit a written appeal to [email protected] with the subject line "Refund Appeal – [Your Order Number]." Include your original refund request, the decision received, and the reason for your appeal.
2. Level 2 – Management Review: If your appeal is not resolved satisfactorily at Level 1, your case will be escalated to Cafe Rio's management team. You will receive a final written decision within 10 business days.
3. Level 3 – External Dispute Resolution: If the dispute remains unresolved after internal review, you may file a complaint with:
   • Federal Trade Commission (FTC): www.ftc.gov
   • Your State Attorney General's Office
   • Better Business Bureau (BBB): www.bbb.org
   • For California residents, you may also contact the California Department of Consumer Affairs
4. Chargebacks: While you have the right to initiate a chargeback through your bank or credit card issuer, we encourage customers to contact us directly first, as most issues can be resolved quickly without third-party involvement.

13. Consumer Rights Under US Law

As a consumer in the United States, you are protected by several federal and state laws:

• The FTC Act (15 U.S.C. § 45) prohibits unfair or deceptive practices in commerce, including misleading refund policies.
• The Fair Credit Billing Act (FCBA) gives consumers the right to dispute billing errors with their credit card issuer.
• The Electronic Fund Transfer Act (EFTA) provides protections for consumers who pay via debit cards or electronic transfers.
• Residents of California are additionally protected by the California Consumer Protection Laws and may have enhanced rights under the CCPA/CPRA regarding how their personal data is used in connection with refund processing.
• Individual state consumer protection laws may provide additional rights not listed here.

14. Fraud Prevention

Cafe Rio takes fraudulent refund requests seriously. Any person found to have submitted false claims, fabricated evidence, or engaged in any form of refund fraud will be subject to the following actions:

• Immediate denial of the refund request
• Permanent restriction from placing future orders
• Reporting to relevant law enforcement authorities where applicable

We reserve the right to verify the identity of any individual submitting a refund request and to cross-reference claims against order records, delivery logs, and transaction data.

15. Changes to This Policy

Cafe Rio reserves the right to update, modify, or revise this Refund Policy at any time. Changes will be posted on our website at caferiomexican.digital with an updated effective date. Your continued use of our services after any changes constitutes your acceptance of the revised Policy.

We encourage customers to review this Policy periodically to stay informed of any updates.

16. Contact Information

For all refund requests, questions, or concerns related to this Policy, please reach out to our customer service team using the contact details below: