Refund Policy

Effective Date: April 3, 2026  |  Last Updated: April 3, 2026

1. Introduction

At Rio's Cafes ("we," "us," "our," or "the Company"), we are committed to providing our customers with high-quality food and beverage products and an exceptional dining experience. We understand that sometimes things do not go as planned, and we want to make sure our customers are treated fairly in all circumstances.

This Refund Policy governs all purchases made through our website at rioscafes.click, over the phone, or directly at our establishment. By placing an order with us, you agree to the terms outlined in this policy. This policy is intended to comply with applicable consumer protection laws in the United States, including regulations enforced by the Federal Trade Commission (FTC) under the FTC Act.

If you have any questions or concerns about this policy, please do not hesitate to contact us using the information provided at the end of this document.

2. Eligibility Conditions for Refunds

We want every customer to be completely satisfied with their order. Refunds may be issued under the following circumstances:

• Incorrect Order: You received items that are different from what you ordered.
• Missing Items: One or more items from your order were not included in your delivery or pickup.
• Food Quality Issues: The food or beverage you received was of unsatisfactory quality, including but not limited to undercooked food, spoiled ingredients, or food that poses a health concern.
• Allergen Concerns: You received food containing allergens that you specifically indicated should be excluded from your order, and this was confirmed at the time of ordering.
• Order Not Delivered: Your delivery order was never received, and this has been confirmed by our delivery tracking system or delivery partner.
• Duplicate Charges: You were charged more than once for the same order due to a technical or billing error.
• Service Failure: Our kitchen or team made a significant error in preparing your order that results in it being unusable or unsafe for consumption.

Refund eligibility will be assessed on a case-by-case basis. We reserve the right to request supporting evidence, including photographs, order receipts, or other documentation, to process your refund request.

3. Timeframes for Refund Requests

To be eligible for a refund, you must notify us within the following timeframes:

Requests submitted after these timeframes may not be eligible for a full refund. However, we will review each case with care and may offer partial refunds or store credit at our discretion.

4. Non-Refundable Items and Services

Certain items and services are not eligible for refunds under any circumstances. These include:

• Consumed Food and Beverages: Items that have been fully or substantially consumed are not eligible for a refund unless a safety or quality concern is reported immediately.
• Customized Orders: Food items prepared with specific customizations (e.g., special dietary modifications, personalized cakes, custom catering menus) that were prepared correctly per your instructions.
• Promotional or Discounted Items: Items purchased as part of a limited-time promotion or discounted offer, unless the item was defective or incorrect.
• Gift Cards: Purchased gift cards are non-refundable and cannot be exchanged for cash.
• Delivery Fees: Delivery and service fees are non-refundable once the order has been dispatched, unless the delivery was entirely our fault.
• Loyalty Points or Rewards: Points or rewards redeemed as part of a loyalty program cannot be refunded or reversed.
• Change of Mind: Refunds will not be issued simply because a customer changes their mind after an order has been prepared or dispatched.

5. How to Request a Refund

If you believe you are entitled to a refund, please follow the steps below to submit your request:

1. Step 1 – Gather Your Information: Before contacting us, please have the following information ready:
   • Your full name and contact information
   • Your order number or receipt
   • The date and time of your order
   • A clear description of the issue
   • Photographs or supporting evidence, if applicable
2. Step 2 – Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: rioscafes.click
3. Step 3 – Submit Your Request: Provide all required information and explain the nature of your issue. Include any photographs or documentation that supports your claim.
4. Step 4 – Await Confirmation: You will receive an acknowledgment of your request within 1–2 business days. Our team will review your case and may follow up with additional questions.
5. Step 5 – Refund Decision: We will notify you of our decision via email within 3–5 business days of receiving your complete refund request. If your refund is approved, the refund will be processed according to the timeline described in 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 some situations, a partial refund may be offered rather than a full refund. Partial refunds may apply in the following circumstances:

• Only some items in your order were incorrect or missing, while others were received satisfactorily.
• The food quality concern applies to only a portion of your order.
• A catering or group order was partially fulfilled correctly.
• You submit a refund request outside the standard timeframe but within a reasonable extended period.
• A promotional discount was applied to your original order, and the refund is adjusted to reflect the discounted price paid.
• Delivery fees or service charges are partially refunded due to delays caused by our service but where partial delivery was completed.

The amount of any partial refund will be calculated based on the value of the affected items and the nature of the issue. We will communicate the partial refund amount to you prior to processing.

8. Exchange Policy

In many cases, we prefer to resolve issues by offering an exchange or replacement rather than a cash refund. Exchanges are available under the following conditions:

• The item you received was incorrect and a replacement can be prepared and delivered within a reasonable timeframe.
• A missing item can be dispatched to you or made available for pickup at your convenience.
• A food quality issue can be resolved by remaking the item according to our quality standards.

Exchanges are subject to the availability of ingredients and menu items at the time of the request. If we are unable to fulfill an exchange due to availability or logistics, a refund will be offered instead.

To request an exchange, please follow the same steps outlined in Section 5 and indicate that you prefer an exchange over a refund. Our team will do our best to accommodate your request promptly.

9. Cancellation Policy

We understand that plans can change. Below is our cancellation policy based on the type of order:

9.1 Standard Online or Phone Orders

• Orders may be cancelled within 5 minutes of placement for a full refund, provided the order has not yet begun preparation.
• Once food preparation has begun, cancellations will not be accepted, and no refund will be issued.
• If you need to cancel, please call us immediately or use the cancellation option available on our website.

9.2 Catering and Advance Orders

• More than 72 hours before the scheduled order time: Full refund issued.
• Between 48 and 72 hours before the scheduled order time: 50% refund issued; remaining 50% retained as a cancellation fee.
• Less than 48 hours before the scheduled order time: No refund will be issued, as ingredients and preparation will have already commenced.
• In the event of an emergency, we will review cancellation requests outside the above timeframes on a case-by-case basis.

9.3 Delivery Orders

• Delivery orders may be cancelled before the order is marked as "preparing" in our system.
• Once an order is dispatched with a delivery driver, cancellations cannot be accepted.
• If a delivery order cannot be fulfilled due to circumstances on our end (e.g., out-of-stock items, delivery area issues), you will receive a full refund.

10. Dispute Resolution Process

We genuinely hope that any issues can be resolved quickly and amicably through our standard refund and customer support process. However, if you are not satisfied with the outcome of your refund request, you have the right to escalate the matter using the following process:

10.1 Internal Escalation

If you feel your initial refund request was not handled properly, you may request an escalation by contacting us at [email protected] and including the subject line: "Refund Escalation – [Your Order Number]". A senior member of our team will review your case within 5 business days and provide a written response.

10.2 Chargeback Rights

As a consumer in the United States, you have the right to dispute a charge with your bank or credit card provider if you believe a transaction was unauthorized or if a merchant has failed to fulfill its obligations. This process is known as a chargeback. Before initiating a chargeback, we encourage you to contact us directly to resolve the issue, as chargebacks can be a lengthy process for both parties.

10.3 Third-Party Mediation

If our internal escalation process does not resolve the dispute, both parties agree to attempt resolution through a neutral third-party mediator before pursuing any formal legal action. Mediation costs will be shared equally between both parties.

10.4 Legal Recourse

If mediation fails, disputes may be submitted to the appropriate courts in the jurisdiction where our business operates, in accordance with applicable United States federal and state laws, including consumer protection regulations enforced by the Federal Trade Commission (FTC).

11. Third-Party Delivery Platform Orders

If you placed your order through a third-party delivery platform (such as DoorDash, Uber Eats, Grubhub, or similar services), your refund request may need to be directed to that platform, as they process their own payments and refunds independently.

We encourage you to contact us as well, so we can work with the platform to resolve your issue as quickly as possible. However, Rio's Cafes has limited control over refund decisions made by third-party platforms.

12. Health and Safety-Related Refunds

Customer health and safety are our top priorities. If you believe you have experienced a food safety issue related to our products, please:

• Stop consuming the food immediately.
• Seek medical attention if necessary.
• Contact us immediately at [email protected] with details of the issue.
• Retain any remaining food product, as this may assist in our investigation.

We take all food safety complaints seriously and will conduct a thorough internal investigation. A full refund will be issued in confirmed cases of food safety failures on our part.

13. Modifications to This Policy

Rio's Cafes reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on this page with a revised "Last Updated" date. We encourage you to review this policy periodically to stay informed of any changes. Continued use of our website or services after any modifications constitutes your acceptance of the updated policy.

14. Contact Information

If you have any questions, concerns, or wish to submit a refund request, please contact our customer support team using the details below: