Refund Policy

1. Overview

At Cafe Rio, customer satisfaction is our top priority. We are committed to providing exceptional food and service that exceeds your expectations. This refund policy outlines our commitment to resolving any issues you may encounter with your order or dining experience.

This policy applies to all purchases made at Cafe Rio locations, through our website, mobile app, and third-party delivery platforms. We reserve the right to modify this policy at any time, with changes becoming effective immediately upon posting.

2. Refund Eligibility

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

Timeframe Requirements

• Dine-in orders: Refund requests must be made before leaving the restaurant or within 2 hours of your meal
• Takeout orders: Refund requests must be made within 24 hours of pickup
• Delivery orders: Refund requests must be made within 2 hours of delivery
• Catering orders: Refund requests must be made within 4 hours of the event start time

Required Documentation

• Original receipt or order confirmation number
• Valid photo identification for refunds over $50
• For delivery orders: order number from delivery platform
• For damaged items: photographic evidence when possible

Valid Reasons for Refund

• Food safety concerns or contamination
• Incorrect order or missing items
• Food quality issues (cold food, over/undercooked items)
• Service-related problems that significantly impacted your experience
• Allergic reaction due to undisclosed ingredients
• Delivery delays exceeding 45 minutes beyond estimated time

3. Non-Refundable Items and Services

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

• Partially consumed meals: Items that have been substantially consumed (more than 25%)
• Custom orders: Specially prepared items made to customer specifications
• Gift cards: All gift card sales are final (except as required by law)
• Promotional items: Free items received through promotions or loyalty programs
• Beverages: Once opened or consumed, unless there is a quality issue
• Catering deposits: Non-refundable deposits for catering orders (except in case of our cancellation)
• Third-party fees: Delivery fees, service charges from external platforms
• Change of mind: Orders cancelled due to customer preference changes after preparation has begun

4. Refund Process

Follow these steps to request a refund:

Step 1: Immediate Resolution (In-Store)

• Speak with a manager or team leader immediately
• Provide your receipt and explain the issue
• Most issues can be resolved on the spot

Step 2: Contact Customer Service

• Call our customer service line at +1 207-348-6900
• Email us at [email protected]
• Use our website contact form with "Refund Request" as the subject

Step 3: Provide Required Information

• Order number or receipt information
• Date, time, and location of purchase
• Detailed description of the issue
• Preferred resolution (refund, replacement, store credit)

Step 4: Review and Processing

• Our team will review your request within 24 hours
• You will receive confirmation via email or phone
• Complex cases may require additional investigation
• Final decision will be communicated within 3-5 business days

5. Refund Methods and Timeframes

Payment Method Matching

Refunds will be processed using the original payment method whenever possible:

• Credit/Debit Cards: 3-5 business days to appear on statement
• Cash payments: Immediate cash refund up to $100, check for larger amounts
• Gift cards: Refunded to new gift card or store credit
• Digital payments: Processed through original payment app (Apple Pay, Google Pay, etc.)

Processing Timeframes

• In-store cash refunds: Immediate
• Credit card refunds: 1-2 business days to process, 3-5 days to appear on statement
• Bank transfers: 5-7 business days
• Check refunds: 7-10 business days for processing and mailing
• Store credit: Immediate upon approval

6. Exchanges Policy

We offer exchanges as an alternative to refunds when appropriate:

When Exchanges Are Available

• Incorrect orders can be exchanged for the correct items
• Cold food can be exchanged for fresh, hot replacements
• Items with quality issues can be exchanged for fresh alternatives
• Size or customization errors can be corrected through exchange

Exchange Process

• Exchanges must be requested within the same timeframes as refunds
• Original receipt or order confirmation required
• Items should be returned in original condition when possible
• No additional charge for exchanges of equal or lesser value
• Price differences for upgrades will be charged separately

Benefits of Choosing Exchange

• Faster resolution than refund processing
• Immediate satisfaction with fresh food
• Maintains your dining experience
• Available even when refunds may not be possible

7. Damaged or Defective Items

Special policies apply to damaged or defective items:

Immediate Action Required

• Stop consuming the item immediately
• Take photos if possible for documentation
• Preserve the item and packaging for inspection
• Contact management immediately if dining in
• Call customer service within 2 hours for takeout/delivery

Types of Issues Covered

• Foreign objects in food
• Spoiled or contaminated ingredients
• Severely undercooked or overcooked items
• Packaging defects causing spillage or contamination
• Temperature issues (frozen items not properly heated)
• Missing components that affect food safety

Our Response

• Immediate full refund regardless of consumption amount
• Replacement meal at no charge
• Additional compensation for inconvenience when appropriate
• Investigation of the issue to prevent recurrence
• Cooperation with health authorities if required