Cancellation and refunds
Fresh food ordered against real demand needs clear, fair rules. Here they are.
You are not charged until a sale closes
When you order, nothing is taken from you while the sale is open. Payment only applies once the sale closes and your order is confirmed. This is the simplest protection: no confirmation, no charge.
If a producer's minimum is not reached
Each producer sets a minimum order. If that minimum is not reached when the sale closes, that part of your order is automatically cancelled and you are not charged for it. You carry no risk for demand you cannot control.
Cancelling your own order
While the sale is open, you can remove items or empty your cart freely. After confirmation, you can still cancel a confirmed order before pickup day, as long as the sale has not been finally settled with the producer. Once a producer has prepared your order for distribution, it can no longer be cancelled, because the food has been made for you.
Refunds for confirmed orders
If you are charged for an order that is then cancelled on our side (for example a producer cannot deliver), you are refunded in full. Refunds are issued through the original payment method.
Missed pickups
Because the food is fresh and produced specifically for your order, a missed pickup cannot always be refunded. If you cannot collect, tell your host as early as possible and we will try to find a fair solution, such as holding the order or arranging another collection.
Quality issues
If something is not right with what you received, contact us within a reasonable time with the details. We work with the producer to put it right, through a replacement or a refund depending on the case. Our aim is that you only ever pay for food you are happy with.
How to reach us
For any cancellation or refund request, use the contact page or speak to your host on distribution day.