Last updated: 01-02-2026
This Refund & Cancellation Policy explains how cancellations, returns, and refunds are handled on our platform. By placing an order through our website, you agree to the terms outlined below.
1. Platform Role Disclaimer
Our platform operates as a marketplace and directory that connects customers with independent organic food vendors.
We do not manufacture, store, package, or deliver products. All products are sold and fulfilled directly by individual vendors.
As a result:
- Product quality, preparation, packaging, and delivery are the responsibility of the vendor.
- Refunds and cancellations are governed primarily by the vendor’s policies, subject to applicable laws.
2. Order Cancellation Policy
2.1 Customer-Initiated Cancellations
- Orders may be cancelled before they are accepted or processed by the vendor.
- Once an order has been accepted, prepared, or dispatched, cancellation may not be possible, especially for fresh or perishable items.
- Cancellation availability and timelines may vary depending on the vendor and product type.
Customers are advised to check the vendor’s cancellation terms displayed on the vendor profile or product page.
2.2 Vendor-Initiated Cancellations
- Vendors reserve the right to cancel orders due to:
Stock unavailability
- Stock unavailability
- Operational issues
- Delivery constraints
- Unforeseen circumstances
In such cases, customers will be notified, and any applicable refund will be initiated as per the payment method used.
3. Refund Policy
3.1 Eligibility for Refunds
Refund eligibility depends on:
- The vendor’s return and refund policy
- The nature of the product (fresh, perishable, or packaged)
- The reason for the refund request
Common cases where refunds may be considered include:
- Order cancelled by the vendor
- Product not delivered
- Incorrect or damaged item delivered (subject to vendor confirmation)
3.2 Non-Refundable Items
Unless otherwise stated by the vendor:
- Fresh and perishable items may not be eligible for return or refund
- Products consumed, partially used, or tampered with are not refundable
3.3 Refund Processing
- Approved refunds are processed using the original payment method.
- Refund timelines may vary depending on the payment gateway or bank, typically taking 5–10 business days.
- The platform facilitates communication but does not guarantee instant refunds.
4. Return Policy
- Returns are accepted only if explicitly allowed by the vendor.
- Customers must report return-related issues within the time frame specified by the vendor.
- Return logistics, including pickup or drop-off, are managed by the vendor unless stated otherwise.
5. Dispute Resolution & Support
- If a customer faces an issue with an order, they should first contact the vendor using the details provided.
- If the issue remains unresolved, customers may contact our support team for assistance.
- The platform may mediate disputes but does not act as a legal authority or guarantee resolution.
6. Platform Limitation of Liability
To the extent permitted by law:
- The platform is not liable for vendor actions, product quality, or delivery failures.
- Any disputes arising from product transactions are primarily between the customer and the vendor.
7. Changes to This Policy
We reserve the right to update this Refund & Cancellation Policy at any time. Changes will be posted on this page with an updated “Last updated” date.
Continued use of the platform indicates acceptance of the revised policy.
8. Contact Information
For questions regarding cancellations or refunds, please contact:
Email: [your-support-email]
Website: [your-website-url]
Final Note
By placing an order on our platform, you acknowledge that:
- You understand the platform acts only as a marketplace connector.
- Refunds and cancellations are subject to vendor policies and applicable laws.