Refund Policy

1. General Policy

Because StanDeliver facilitates orders from independent Vendors rather than selling food directly, refund eligibility depends on the situation. We aim to make this fair and fast for Customers while accurately reflecting that the food itself is prepared and fulfilled by the Vendor.

2. Eligible for a Full Refund

• Order not fulfilled. If a Vendor is unable to prepare your order (out of stock, kitchen closed, technical failure) and it is canceled before preparation, you will receive a full refund automatically.
• Order not delivered/picked up. If your order was paid for but never delivered or made available for pickup within a reasonable window of the event, contact support within [24 hours / X days] of your order for a full refund.
• Duplicate or erroneous charge. If you were charged more than once for the same order, or charged an incorrect amount due to a platform error, the difference will be refunded.

3. Reviewed Case-by-Case

• Wrong item or missing item. Contact support with your order number within [X hours] of delivery. We will coordinate with the Vendor to issue a partial refund for the incorrect/missing item, a credit, or — where feasible — a replacement item.
• Food quality or safety concern. Report immediately to StanDeliver support and, if urgent (suspected foodborne illness, allergic reaction), seek medical attention first and notify Venue staff on-site. StanDeliver will route quality/safety reports to the Vendor and Venue and may issue a refund at its discretion while the underlying safety issue is addressed by the Vendor, who bears primary responsibility for food safety.

4. Not Eligible for Refund

• Change of mind after an order has been accepted and preparation has started.
• Delays caused by normal event conditions (crowds, weather, concession volume) where the order was ultimately fulfilled.
• Reports made after [X days] from the order date, except where required by law.

5. How Refunds Are Processed

Approved refunds are issued to your original payment method through Stripe or Square, typically within [5–10] business days depending on your bank or card issuer. The platform service fee portion of your order may be non-refundable in cases where the Vendor, not StanDeliver, was responsible for the issue — this will be disclosed to you at the time a refund is issued.

[Attorney/ops note: confirm exact fee-refund handling against your live Stripe Connect / Square OAuth configuration — whether the platform fee is automatically refunded alongside the Vendor's portion, or requires a separate manual step, since this affects what you can honestly promise here.]

6. How to Request a Refund

Contact StanDeliver support at [email protected] or through the in-app support option, with your order number and a description of the issue. We aim to respond within [X hours/business day].

7. Vendor-Specific Policies

Individual Vendors may have additional policies for exchanges or in-person resolution (e.g., bringing an incorrect item back to the stand during the event) — where available, this is often the fastest resolution and StanDeliver support can help facilitate it.

8. Contact

Refund questions: [email protected]