Refund Policy

Customer Satisfaction Commitment

At Cafe Rio, we are committed to providing you with the highest quality Mexican cuisine and exceptional dining experience. We understand that sometimes things don't meet your expectations, and we want to make things right.

This refund policy outlines the terms and conditions under which refunds may be requested and processed. Please read this policy carefully before placing your order.

Refund Eligibility

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

• Timeframe: Refund requests must be made within 24 hours of order delivery or pickup
• Proof of Purchase: Valid receipt or order confirmation number required
• Product Condition: Food items must be substantially untouched (more than 80% remaining)
• Valid Reason: Legitimate reason such as food quality issues, incorrect order, or food safety concerns
• Contact Requirement: Must contact our customer service team before discarding the item

Non-Refundable Items & Services

The following items and services are not eligible for refunds:

• Consumed Food: Items that have been substantially consumed (less than 80% remaining)
• Custom Orders: Special dietary modifications or personalized menu items
• Catering Deposits: Non-refundable deposits for catering events (after 48 hours)
• Gift Cards: Purchased gift cards cannot be refunded for cash
• Late Requests: Refund requests made more than 24 hours after delivery/pickup
• Change of Mind: Simply not liking the taste (without food quality issues)
• Third-Party Delivery: Issues caused by third-party delivery services

How to Request a Refund

Follow these simple steps to request a refund:

1. Contact Us Immediately: Call us at +1 207-348-6900 or email [email protected]
2. Provide Details: Share your order number, contact information, and reason for refund
3. Photo Documentation: If requested, provide clear photos of the food item
4. Retain the Item: Keep the food item until instructed by our team
5. Review Process: Our team will review your request within 2 business hours
6. Resolution: We'll contact you with our decision and next steps

Refund Processing Methods

Approved refunds will be processed using the following methods:

• Original Payment Method: Refunds are typically issued to the original payment method used
• Credit Card Refunds: 3-5 business days to appear on your statement
• Cash Orders: Cash refunds available in-store with valid receipt
• Store Credit: Alternative option for faster resolution (no expiration date)
• Gift Card Purchases: Refunded back to the original gift card

Exchanges vs. Refunds

We offer flexible options to ensure your satisfaction:

• Item Exchange: Swap for a different menu item of equal or lesser value
• Store Credit: Receive credit for future orders (faster than refund processing)
• Remake Service: We'll prepare a fresh version of your original order
• Partial Refund: For orders with multiple items, we can refund specific items

Damaged or Defective Items Policy

For damaged, defective, or incorrect orders, we provide immediate resolution:

• Immediate Action: Contact us right away for fastest resolution
• Full Refund: Complete refund for incorrect or severely damaged orders
• Free Replacement: Fresh meal prepared at no additional cost
• Delivery Issues: Refund or replacement for cold, spilled, or damaged delivery orders
• Food Safety: Immediate full refund for any food safety concerns
• No Questions Asked: Priority handling for legitimate quality issues