Refund Policy
Your satisfaction is our priority. Learn about our refund procedures and customer commitment.
Overview
At Cafe Rio, we are committed to providing exceptional dining experiences and customer satisfaction. We understand that occasionally you may need to request a refund for our products or services.
This refund policy outlines the conditions, procedures, and timeframes for requesting refunds. We strive to handle all refund requests fairly and promptly while maintaining the highest standards of food safety and service quality.
Refund Eligibility
To be eligible for a refund, the following conditions must be met:
Time Requirements:
- Dine-in orders: Refund requests must be made within 24 hours of purchase
- Takeout orders: Refund requests must be made within 2 hours of pickup
- Delivery orders: Refund requests must be made within 1 hour of delivery
- Gift cards: Refund requests must be made within 30 days of purchase if unused
Required Documentation:
- Original receipt or order confirmation number
- Valid identification matching the payment method
- Photo evidence for quality issues (if applicable)
- Detailed description of the issue or concern
Valid Reasons for Refunds:
- Food quality issues (cold, incorrect preparation, spoiled ingredients)
- Incorrect order items or missing components
- Allergic reaction due to undisclosed ingredients
- Service failures resulting in unacceptable wait times
- Billing errors or duplicate charges
Non-Refundable Items
The following items and services are not eligible for refunds under normal circumstances:
- Consumed food: Items that have been partially or completely consumed (unless due to quality issues)
- Special dietary requests: Custom modifications that were prepared as requested
- Personal preference: Dislike of taste, spice level, or preparation style when ordered as described
- Promotional items: Free items, samples, or promotional offers
- Digital services: Online ordering fees, delivery charges (unless service failure)
- Expired gift cards: Gift cards that have exceeded the expiration date
- Third-party delivery: Orders placed through external delivery platforms (contact the platform directly)
- Catering deposits: Non-refundable deposits for canceled catering orders within 48 hours of event
Refund Process
Follow these steps to request a refund:
Step 1: Contact Us Immediately
Contact our customer service team as soon as possible within the eligible timeframe. You can reach us by:
- Phone: +7 495 646-62-61
- Email: [email protected]
- In-person at our location
Step 2: Provide Required Information
When contacting us, please have the following information ready:
- Order number or receipt
- Date and time of purchase
- Description of the issue
- Photos if applicable (quality issues)
Step 3: Investigation
Our team will investigate your claim and may:
- Review security footage (for dine-in orders)
- Contact delivery partners (for delivery orders)
- Verify order details with kitchen staff
- Request additional documentation if needed
Step 4: Resolution
Once approved, we will process your refund according to our refund methods and timeframes outlined below.
Refund Methods & Processing Times
Payment Method Refunds:
- Credit Cards: 3-5 business days to appear on your statement
- Debit Cards: 1-3 business days to appear in your account
- Cash Payments: Immediate cash refund at location
- Gift Cards: Replacement gift card issued immediately
- Mobile Payments: 1-2 business days to original payment source
Refund Amounts:
- Full refund: Total order amount including applicable taxes
- Partial refund: Pro-rated amount for affected items only
- Service fees: Delivery and service charges included when service failure occurred
- Tips: Gratuities are not refunded unless specifically requested
Exchanges vs Refunds
In many cases, we may offer exchanges instead of refunds, which can provide faster resolution:
Exchange Options:
- Item replacement: Replace incorrect or defective food items
- Store credit: Credit toward future purchases (120% value for inconvenience)
- Menu substitution: Replace with item of equal or lesser value
- Complementary meal: Free replacement meal for significant service failures
When Exchanges Are Preferred:
- Minor order mistakes that can be quickly corrected
- Quality issues that can be resolved with fresh preparation
- Customer preference to maintain the dining experience
- Situations where immediate resolution is possible
Damaged or Defective Items
We take food quality and safety seriously. Special policies apply to damaged or defective items:
Immediate Action Required:
- Stop consumption: Do not continue eating if you discover foreign objects or spoilage
- Preserve evidence: Keep the item and take photos for documentation
- Contact immediately: Report the issue within 30 minutes of discovery
- Seek medical attention: If injury or illness occurs, get medical help first
Our Response:
- Immediate investigation: We will investigate the issue promptly
- Full refund guaranteed: No questions asked for legitimate safety concerns
- Additional compensation: May include medical expenses if applicable
- Process improvement: We use incidents to improve our quality controls
Contact Our Refund Support Team
Need to request a refund or have questions about our policy? Our customer service team is here to help.
Phone Support
+7 495 646-62-61
Available: Mon-Fri 9:00 AM - 6:00 PM
Visit Us In Person
Калужское шоссе, 7 км. от, МКАД, д. 150
Sosenki, Moskovskaya oblast', Russia, 142791
Speak with our manager for immediate assistance