Draft · counsel review required · not effective
Refund, cancellation, substitution, and dispute rules
- Working version
- draft-0.2
- Audience
- Customers, sellers, drivers, and support reviewers
A decision framework for failed, changed, cancelled, unsafe, or disputed transactions; amounts and deadlines remain subject to approval.
This source draft is not a published database agreement. It cannot be accepted, relied upon, or used to activate an account or transaction.
Proposed section 1
Before seller acceptance
The final policy must explain when a customer may cancel, when an authorization is released, and whether any disclosed service already performed can be charged.
Proposed section 2
Unavailable items and substitutions
No higher-priced or materially different substitution may be charged without explicit customer approval. The customer's selected fallback—refund, omit, or approved replacement—must control.
Proposed section 3
Seller or platform cancellation
If an eligible seller cannot lawfully or safely fulfill, the affected item or order must be cancelled and funds released or refunded. Responsibility for fees and compensation must follow the approved cause-based schedule.
Proposed section 4
Delivery and quality reports
Missing, damaged, late, unsafe, spoiled, tampered, or incorrect reports require prompt triage, private evidence handling, food-safety escalation when appropriate, and a recorded human decision.
Proposed section 5
Refund method and timing
Refunds should generally return to the original payment method; cash and benefit transactions need separate compliant procedures. The final policy must state processing windows without promising processor or bank timing FOODERCE cannot control.
Proposed section 6
Chargebacks and appeals
FOODERCE must preserve relevant records, avoid duplicate refunds, notify affected parties as appropriate, and reconcile final processor outcomes. Sellers and customers need a bounded appeal path that does not delay urgent safety action.