1. Overview
Our Commitment to Customer Satisfaction
At Cafe Rio, we are dedicated to providing exceptional dining experiences with the highest quality Mexican cuisine. We understand that occasionally, circumstances may arise where a refund is necessary. This Refund Policy outlines our commitment to ensuring customer satisfaction while maintaining fair business practices.
We strive to resolve all concerns promptly and fairly, working with our customers to find the best solution for each unique situation. Our policy is designed to be transparent, reasonable, and in compliance with applicable consumer protection laws.
Customer First Approach
Your satisfaction is our priority. We will work diligently to address any concerns and ensure you have a positive experience with Cafe Rio.
2. Eligibility
Conditions for Refund Qualification
To be eligible for a refund, the following conditions must be met:
Documentation Required: Photographic evidence may be requested for quality-related claims to help us improve our services and prevent future issues.
3. Non-Refundable Items
Items and Services Not Eligible for Refund
The following items cannot be refunded:
- Consumed Food Items: Food that has been substantially consumed (more than 50% eaten)
- Custom Orders: Special dietary modifications or custom-prepared items made to specific customer requests
- Perishable Items: Items that have been outside our establishment for more than 2 hours
- Digital Services: Online ordering fees, delivery charges after successful delivery
- Promotional Items: Free items received through promotions or loyalty programs
- Event Catering: Catering services completed and delivered as agreed (unless quality issues reported within 2 hours)
- Gift Cards: Partially used gift cards (remaining balance can be refunded for unused portion only)
- Third-Party Services: Services provided by external delivery partners or affiliates
Exception Policy: Management reserves the right to make exceptions to these restrictions on a case-by-case basis for extraordinary circumstances or customer loyalty considerations.
4. Refund Process
Step-by-Step Refund Request Procedure
Follow these steps to request a refund:
Quick Resolution: Most refund requests are processed within 24-48 hours of approval. Complex cases may require additional investigation time.
5. Refund Methods
How Refunds Are Processed
Original Payment Method
Refunds are processed back to the original payment method used for purchase.
- Credit/Debit Cards: 3-5 business days
- Cash Purchases: Immediate at location
- Gift Cards: Credit restored to card
Alternative Methods
When original method is not available, we offer these alternatives:
- Store Credit: Immediate issuance
- Cash Refund: For purchases under $50
- Check Payment: 7-10 business days
Processing Timeframes
Same Day: Cash refunds at restaurant location
3-5 Business Days: Credit/debit card refunds
7-10 Business Days: Check payments and complex cases
Note: Bank processing times may vary and are beyond our control.
6. Exchanges
Exchange Policy vs. Refund Options
We encourage exchanges over refunds when possible, as they allow us to immediately correct any issues while ensuring you receive the quality experience you expect.
Exchange Preferred For:
- Incorrect food orders
- Temperature issues (cold hot food)
- Missing ingredients or toppings
- Wrong spice level or preparation
- Damaged merchandise
- Size or flavor substitutions
Refund Preferred For:
- Food safety or quality concerns
- Allergic reaction risks
- Service failures
- Long wait times causing missed appointments
- Dissatisfaction with menu item
- Change of mind on large orders
Exchange Process:
Exchanges are processed immediately when possible, with the replacement item prepared fresh to ensure quality. No additional charges apply for exchanges of equal or lesser value. For higher-value replacements, only the difference is charged.
7. Damaged or Defective Items
Special Policy for Quality Issues
We take quality concerns very seriously and have expedited procedures for handling damaged or defective items.
Immediate Action Required:
For food safety concerns, health risks, or severely damaged items:
- Stop consumption immediately
- Contact us within 2 hours of discovery
- Preserve the item and take photos if safe to do so
- Provide detailed description of the issue
Expedited Refund Categories:
- Food Safety Issues: Foreign objects, contamination, spoilage
- Allergic Reactions: Undisclosed ingredients causing reactions
- Severe Quality Issues: Undercooked meat, freezer burn, mold
- Damaged Packaging: Leaking containers, broken seals
Response Timeline:
- Immediate: Food safety concerns
- Same Day: Quality issues reported
- 24 Hours: Investigation completion
- 48 Hours: Refund processing
Additional Compensation: In cases of food safety issues or health concerns, we may provide additional compensation beyond the refund, including medical expense coverage where applicable and legally required.
8. Contact Information
How to Reach Our Customer Support
Our customer service team is trained to handle refund requests efficiently and professionally. We're here to help resolve any concerns you may have.
Primary Contact Methods
+7 495 531-09-50
Available: Mon-Sun, 9:00 AM - 10:00 PM
Ulitsa Varvarka, 6, Moskva, Russia, 109012
Manager available during business hours
Best Practices for Contact
- Have Ready: Order number, receipt, date of purchase
- Be Specific: Describe the issue in detail
- Stay Calm: Our team wants to help resolve your concern
- Follow Up: Reference case numbers for ongoing issues
Emergency Situations
For urgent food safety or health concerns:
Call immediately: +7 495 531-09-50
Available 24/7 for emergencies
Our Commitment
We value every customer and strive to resolve all concerns fairly and promptly. Your feedback helps us improve our services and maintain the high standards you expect from Cafe Rio.
Submit a Refund Request
This refund policy was last updated on January 1, 2026. We reserve the right to modify this policy at any time with proper notice to customers.