Refund Policy

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

1. Overview

This Refund Policy applies to all purchases made through our website at rioscafes.rest, in-store at any Rio's Cafes location, or through any authorized third-party delivery platforms associated with Rio's Cafes. By placing an order with us, you agree to the terms set forth in this policy.

We take food quality and customer satisfaction seriously. Our policy is designed to be fair, transparent, and compliant with applicable United States consumer protection laws, including the Federal Trade Commission Act (FTC Act) and applicable state consumer protection statutes.

2. Eligibility Conditions for Refunds

To be eligible for a refund, the following conditions must be met:

• The refund request must be submitted within the applicable timeframe described in Section 3 of this policy.
• The order must have been placed directly through rioscafes.rest or at an official Rio's Cafes physical location.
• You must provide valid proof of purchase, including an order confirmation number, receipt, or transaction ID.
• The issue must be supported by one or more of the following valid reasons:
  • You received the wrong item(s) compared to what you ordered.
  • The food item(s) were of unacceptable quality, spoiled, or unsafe for consumption upon delivery or pickup.
  • The order was significantly incomplete (missing items totaling more than 15% of the order value).
  • The order was never delivered or received despite confirmed payment.
  • A verified technical or billing error resulted in a duplicate charge.

Refunds will not be issued for reasons based solely on personal preference regarding taste, spice level, or ingredient substitutions that were clearly stated at the time of ordering.

3. Timeframes for Refund Requests

Timely communication is essential in the food service industry. Please adhere to the following timeframes:

Requests submitted outside these timeframes may not be honored at our discretion. We encourage customers to inspect their orders immediately upon receipt.

4. Non-Refundable Items and Services

Certain items and services are explicitly excluded from our refund policy:

• Gift cards and store credits — These are non-refundable and cannot be exchanged for cash.
• Promotional or discounted items — Items purchased as part of a limited-time promotion, deal bundle, or discount offer are not eligible for refunds unless they arrive damaged, incorrect, or missing.
• Customized orders — Orders that were made with specific customizations at the customer's explicit request (e.g., specific dietary modifications, personalized catering menus) are non-refundable once preparation has begun.
• Delivery service fees — Third-party delivery fees are non-refundable unless the non-delivery was caused by a confirmed error on the part of Rio's Cafes.
• Service charges and tips — Any service charges or gratuity added to the order are non-refundable.
• Orders partially consumed — If more than a reasonable portion of the food has been consumed, a full refund will not be issued. Partial refunds may apply (see Section 6).

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

Follow the steps below to submit a refund request:

1. Contact Us Promptly: Reach out to our customer support team as soon as you identify an issue. You may contact us via:
   • Email: [email protected]
   • Website: rioscafes.rest
2. Provide Required Information: When contacting us, include the following details:
   • Full name on the order
   • Order number or transaction ID
   • Date and time of the order
   • Description of the issue
   • Photographs or evidence of the problem (strongly recommended for food quality issues)
3. Review and Acknowledgment: Our customer support team will acknowledge your request within 1 business day and may ask for additional information if needed.
4. Investigation: We will review your claim, which may include verifying order records, reviewing food preparation logs, and consulting with the relevant team. This process typically takes 2–5 business days.
5. Decision Notification: You will be notified of the outcome of your refund request via the email address associated with your account or order. If approved, the refund will be processed according to the timelines described in Section 7.

6. Partial Refunds

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

• Only a portion of the order was incorrect or unsatisfactory while the rest of the order was acceptable.
• The order was largely complete but had one or two minor missing items of low value.
• The food quality concern applies to only a specific item within a larger order.
• A portion of the order was consumed before the issue was identified.
• A discount or promotional code was applied to the order, in which case the refund amount will reflect the actual amount paid.

Partial refund amounts will be calculated based on the pro-rated value of the affected item(s) as indicated on the original receipt or order confirmation.

7. Refund Processing Times by Payment Method

Once a refund is approved, please allow the following processing times depending on your original payment method:

Please note that Rio's Cafes initiates the refund on our end promptly after approval; however, the actual time the funds appear in your account depends on your financial institution. We are not responsible for delays caused by your bank or payment processor.

8. Exchange Policy

In many cases, an exchange may be offered as an alternative to a refund, particularly for in-store or pickup orders. Exchanges are subject to the following conditions:

• The exchange request must be made immediately upon receipt of the incorrect or unsatisfactory item, while you are still at the counter or within a reasonable time for delivery orders.
• An exchange will be offered for the same item prepared correctly, or a comparable item of equal or lesser value, subject to availability.
• Exchanges are not available for items that were customized at the customer's request and prepared as instructed.
• Exchange requests for delivery orders must be coordinated through our customer support team at [email protected].
• We reserve the right to offer a store credit in lieu of a physical exchange if re-preparation is not feasible at the time of the request.

9. Cancellation Policy

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

9.1 Standard Online Orders

• Orders may be cancelled within 5 minutes of placement for a full refund, provided the order has not yet entered the preparation stage.
• Once food preparation has begun, cancellations will not be accepted and refunds will not be issued.
• To cancel an order, contact us immediately via [email protected] or through the website order portal at rioscafes.rest.

9.2 Catering and Pre-Orders

• Cancellations made 72 hours or more before the scheduled delivery or event date will receive a full refund.
• Cancellations made between 24 and 72 hours before the event will receive a 50% refund.
• Cancellations made less than 24 hours before the event are non-refundable, as ingredients and staff resources will have already been allocated.
• In the case of emergencies or extenuating circumstances, please contact us directly to discuss possible accommodations.

9.3 Third-Party Platform Orders

For orders placed through third-party delivery applications or platforms, cancellation policies are governed by the respective platform. Rio's Cafes is not responsible for enforcing or overriding third-party platform cancellation rules. Please contact the delivery platform directly for cancellations made through their service.

10. Dispute Resolution Process

If you are dissatisfied with the outcome of your refund request, we encourage you to pursue the following resolution steps in order:

1. Internal Escalation: Contact our management team directly at [email protected] and clearly indicate that you wish to escalate your dispute. Include your original case reference number and a detailed explanation of your concerns.
2. Formal Written Complaint: Submit a formal written complaint to our business address. Our team will respond within 10 business days of receiving the written complaint.
3. Credit Card or Payment Chargeback: If you paid by credit card and believe you have been wrongfully charged, you have the right to dispute the charge with your credit card issuer or bank in accordance with your cardholder agreement.
4. Consumer Protection Agencies: You may contact the Federal Trade Commission (FTC) at www.ftc.gov or your state's consumer protection office if you believe your consumer rights have been violated.
5. Mediation or Legal Action: For unresolved disputes exceeding $500 in value, either party may seek resolution through a neutral third-party mediator or, if necessary, through the applicable courts in the jurisdiction of the United States as governed by federal and state law.

We are committed to resolving all disputes in good faith and strive to reach a mutually acceptable solution without the need for formal legal proceedings.

11. Consumer Rights Under U.S. Law

As a consumer in the United States, you are protected by various federal and state laws, including the FTC Act, which prohibits unfair or deceptive business practices. If you are a California resident, you may have additional rights under the California Consumer Protection Act and other applicable California statutes. Nothing in this Refund Policy limits or waives any rights you may have under applicable law.

12. Policy Amendments

Rio's Cafes reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on our website at rioscafes.rest with the updated effective date. We encourage customers to review this policy periodically. Continued use of our services following any changes constitutes your acceptance of the revised policy.

13. Contact Information for Refund Requests

For all refund-related inquiries, please reach out to our customer support team using the contact details below: