Refund Policy

1. Overview

At Cafe Rio, we are committed to providing exceptional dining experiences and quality food products. We understand that sometimes circumstances may require a refund, and we want to make this process as smooth and fair as possible for all our valued customers.

This refund policy applies to all food orders, catering services, and products purchased through our restaurant, online ordering system, or delivery partners. We believe in transparency and want you to understand your rights and our procedures regarding refunds.

Our goal is to resolve any issues promptly while maintaining the highest standards of food safety and customer service. If you have any concerns about your order, we encourage you to contact us immediately so we can address your needs.

2. Refund Eligibility

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

• Timeframe: Refund requests must be made within 2 hours of order pickup or delivery for food items
• Proof of Purchase: Valid receipt, order confirmation, or transaction record required
• Food Safety: Perishable items cannot be returned once consumed or taken from premises
• Order Issues: Wrong order, missing items, or quality concerns qualify for refunds
• Service Problems: Significant delays, incorrect preparation, or unsatisfactory service
• Health Concerns: Food allergies or dietary restrictions not properly accommodated
• Packaging Issues: Damaged, contaminated, or improperly sealed food items

We reserve the right to verify the validity of refund requests and may require photographic evidence for certain claims.

3. Non-Refundable Items and Services

The following items and services are not eligible for refunds under normal circumstances:

• Consumed Food Items: Any food that has been partially or fully consumed
• Custom Orders: Specially prepared items made to customer specifications
• Catering Deposits: Non-refundable deposits for confirmed catering events (within 48 hours)
• Gift Cards: Purchased gift cards cannot be refunded for cash
• Promotional Items: Free items or promotional offers included with purchases
• Third-Party Delivery: Delivery fees charged by external delivery services

Exceptions may be made in cases of food safety concerns or significant service failures at management's discretion.

4. Refund Process

To request a refund, please follow these simple steps:

5. Refund Methods and Timeframes

Refund processing times depend on your bank or payment provider. Cafe Rio processes approved refunds within 24 hours.

6. Exchanges Policy

We offer exchanges as an alternative to refunds for certain situations:

7. Damaged or Defective Items

We take special care when handling damaged, contaminated, or defective food items: