Refund Policy

Overview

At Cafe Rio, we are committed to providing exceptional Mexican cuisine and outstanding customer service. Your satisfaction is our top priority, and we stand behind the quality of our food and service. This refund policy outlines our commitment to addressing any concerns you may have with your dining experience or purchase.

We understand that occasionally issues may arise with your order, and we want to make the resolution process as straightforward as possible. Our team is dedicated to working with you to ensure every visit to Cafe Rio meets your expectations for authentic, delicious Mexican food served with genuine hospitality.

Eligibility

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

• Timeframe: Refund requests must be made within 24 hours of your purchase or dining experience for dine-in orders, and within 2 hours for takeout or delivery orders.
• Proof of Purchase: You must provide a valid receipt, order confirmation, or payment record as proof of your transaction with Cafe Rio.
• Valid Reason: Refunds are granted for food quality issues, incorrect orders, service problems, or other legitimate concerns that affected your dining experience.
• Product Condition: For packaged items or retail products, items must be unopened and in original condition unless the refund request is due to quality issues.
• Payment Method: Original payment method information must be available for processing the refund.

Non-Refundable Items

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

• Consumed Food: Items that have been substantially consumed cannot be refunded unless there was a quality issue discovered during consumption.
• Custom Orders: Special orders or customized items made to specific dietary requirements or preferences cannot be refunded due to taste preference.
• Gift Cards: Gift cards and promotional credits are non-refundable but can be exchanged for equal value.
• Catering Deposits: Catering service deposits are non-refundable within 48 hours of the scheduled event date.
• Delivery Fees: Third-party delivery fees charged by external delivery services are not refundable by Cafe Rio.
• Promotional Items: Items received as part of promotional offers or discounts may have different refund terms.
• Alcoholic Beverages: Once served, alcoholic beverages cannot be refunded unless there is a quality issue.

Refund Process

Follow these steps to request a refund from Cafe Rio:

1. Contact Us Immediately: Reach out to our customer service team at +1 207-348-6900 or visit the restaurant location where you made your purchase as soon as possible after identifying the issue.
2. Provide Order Details: Have your receipt, order number, date and time of purchase, and specific details about the issue ready when you contact us.
3. Explain the Issue: Clearly describe the problem with your order or dining experience. Our team will ask questions to better understand the situation.
4. Review and Approval: Our management team will review your request and determine the appropriate resolution, which may include a full refund, partial refund, or store credit.
5. Refund Processing: Once approved, your refund will be processed according to our refund methods and timeframes outlined below.
6. Confirmation: You will receive confirmation of your refund processing via email or phone, including expected timeframe for the refund to appear in your account.

Refund Methods

Refunds are processed using the following methods and timeframes:

• Credit Card Refunds: Refunds to credit or debit cards typically take 3-5 business days to appear on your statement, depending on your financial institution.
• Cash Refunds: For cash purchases, refunds are provided immediately in cash at the restaurant location where the purchase was made.
• Digital Payment Refunds: Refunds for payments made through digital wallets (Apple Pay, Google Pay, etc.) are processed within 1-3 business days.
• Gift Card Credit: In some cases, we may offer store credit in the form of a Cafe Rio gift card, which can be used immediately for future purchases.
• Online Order Refunds: Refunds for online orders are processed to the original payment method within 5-7 business days.

Exchanges

In many cases, we prefer to resolve issues through exchanges rather than refunds to ensure you still enjoy our authentic Mexican cuisine:

• Food Exchanges: If your order was incorrect or didn't meet quality standards, we'll gladly prepare a replacement item of equal or lesser value at no additional charge.
• Immediate Resolution: For dine-in customers, exchanges can often be processed immediately while you wait, ensuring minimal disruption to your dining experience.
• Future Visit Credit: If an immediate exchange isn't possible, we may provide a credit for a future visit equivalent to your original purchase.
• Upgrade Options: In some cases, we may offer to upgrade your replacement order as a gesture of goodwill for the inconvenience experienced.
• Catering Exchanges: For catering orders, exchanges must be arranged at least 24 hours before the scheduled delivery or pickup time.

Damaged or Defective Items

We take special care to ensure all food items meet our quality standards, but if you receive damaged or defective items:

• Immediate Reporting: Report damaged or defective items immediately upon discovery, preferably before consuming any portion of the order.
• Documentation: If possible, take photos of the damaged items to help us understand the issue and improve our processes.
• Full Refund Guarantee: Items that arrive damaged, spoiled, or significantly different from what was ordered are eligible for full refunds regardless of consumption.
• Quality Investigation: We investigate all reports of damaged or defective items to prevent similar issues in the future.
• Expedited Processing: Refunds for damaged or defective items receive priority processing and are typically completed within 24-48 hours.
• Additional Compensation: In cases of significant inconvenience, we may offer additional compensation such as gift cards or credits for future visits.

Contact Information

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