Draft under legal review; the binding version is the one published in the app.

Cancellation and refund policy

Last updated: 2026-09-19

1. Before the shop accepts

You can cancel for free in the app as long as the shop has not accepted the order.

2. After acceptance

Once the shop accepts, preparation starts and the app no longer allows cancellation. Contact support; Admin may cancel before the courier picks the order up when there is an acceptable reason.

3. Cancellation by the shop or the platform

If the shop rejects the order or does not accept it in time, or Admin cancels it, the order is cancelled and you owe nothing.

4. When you can get a refund

If you paid for an order that turns out incomplete, wrong, damaged or never arrived, open a support request within 24 hours with details and photos where possible. After review we may approve a full or partial refund.

5. How refunds are paid

Because payment is cash, an approved refund is paid in cash or by bank transfer within 7 business days and recorded in the app with a payment reference.

6. Not refundable

Orders received intact and as described, perishable items after being received intact, and orders refused without a reason.

7. Refusing deliveries

Repeatedly refusing correct orders or not being at the address may lead to account suspension.