Refund Policy

1. Overview

At Cafe Rio, customer satisfaction is our top priority. We are committed to providing exceptional food quality and dining experiences. This refund policy outlines the conditions and procedures under which refunds may be requested and processed.

We stand behind the quality of our products and services. If you are not completely satisfied with your purchase, we will work with you to resolve any issues in accordance with the terms outlined in this policy.

2. Refund Eligibility

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

Timeframe Requirements

• In-store purchases: Refund requests must be made within 2 hours of purchase
• Online orders: Refund requests must be made within 24 hours of order confirmation
• Catering orders: Refund requests must be made at least 48 hours before the scheduled event
• Gift cards: Refund requests must be made within 30 days of purchase if unused

Product Condition

• Food items must be substantially untouched (more than 75% remaining)
• Items must be returned in original packaging when applicable
• Temperature-sensitive items must be returned within safe handling timeframes
• Custom or specially prepared items may have different conditions

Proof of Purchase

• Original receipt or order confirmation
• Valid payment method information
• Photo identification for cash transactions over $50
• Order number for online or app purchases

3. Non-Refundable Items

The following items and services are not eligible for refunds:

• Consumed Food Items: Items that have been substantially consumed (less than 75% remaining)
• Special Event Catering: Orders cancelled less than 48 hours before the event
• Custom Orders: Specially prepared items made to customer specifications
• Promotional Items: Free items received through promotions or loyalty programs
• Digital Services: Mobile app premium features or digital gift card purchases after redemption
• Third-Party Delivery: Orders fulfilled through third-party delivery services (subject to their policies)
• Expired Gift Cards: Gift cards that have passed their expiration date
• Perishable Items: Items returned outside of safe food handling timeframes

4. Refund Process

To request a refund, please follow these steps:

Step 1: Contact Us

• Visit our restaurant location at 2944 E 12th St Unit A, Austin, TX 78702, USA
• Call our customer service at +57 197 633 3391
• Email us at [email protected] with your order details

Step 2: Provide Information

• Original receipt or order confirmation number
• Detailed description of the issue or reason for refund
• Photos of the product if quality-related
• Preferred refund method

Step 3: Return Items (if applicable)

• Bring items back to the restaurant in original condition
• Items must be returned within the timeframe specified for each product type
• Our staff will inspect items to verify condition

Step 4: Processing

• Refund requests are reviewed within 24 hours
• Approved refunds are processed within 2-5 business days
• You will receive confirmation via email or SMS

5. Refund Methods

Refunds will be processed using the following methods:

Original Payment Method

• Credit/Debit Cards: 3-5 business days for funds to appear
• Cash Payments: Immediate cash refund at restaurant location
• Mobile Payments: 1-3 business days (Apple Pay, Google Pay, etc.)
• Gift Cards: Refund issued as store credit or new gift card

Processing Timeframes

• In-store refunds: Immediate for cash, 24-48 hours for card processing
• Online refunds: 2-5 business days depending on payment method
• Bank processing times may vary and are outside our control
• Refunds over $500 may require additional verification time

6. Exchanges Policy

We offer exchanges as an alternative to refunds in certain circumstances:

Exchange Options

• Same-value menu item substitution
• Store credit for future purchases
• Upgraded item with price difference payment
• Gift card equivalent to purchase value

Exchange Conditions

• Must meet same eligibility criteria as refunds
• Exchanges must be completed within the same business day when possible
• Store credit never expires and is transferable
• Exchange value cannot exceed original purchase amount without additional payment

7. Damaged or Defective Items

Special procedures apply to items that are damaged, defective, or do not meet our quality standards:

Immediate Action

• Stop consuming the item immediately
• Preserve the item and packaging for inspection
• Take photos if possible for documentation
• Contact us immediately at +57 197 633 3391

Quality Guarantee

• Full refund for any item not meeting our quality standards
• Replacement item at no charge
• Additional compensation may be provided for significant issues
• Investigation of quality control procedures to prevent recurrence

Health and Safety

• Any suspected food safety issues receive immediate priority
• Full refund plus medical expenses if applicable
• Incident documentation for health department if required
• Follow-up to ensure customer wellbeing

8. Contact Information

For all refund requests and customer service inquiries, please contact us using the methods below: