GoChop Cancellation & Refund Policy
This Cancellation & Refund Policy explains how order cancellations and refunds work on the GoChop platform, operated by GoChop ("GoChop," "we," "us," or "our"), available at https://gochop.app and through our mobile applications (the "Service"). This Policy forms part of, and should be read together with, our Terms & Conditions.
GoChop operates as a marketplace connecting customers, restaurants, and independent delivery partners. Because food is freshly prepared, cancellation and refund options depend on the stage of your order.
1. Overview
- You may cancel an order before the restaurant begins preparing it, subject to the cancellation window shown in the app.
- Once preparation has started, an order generally cannot be cancelled, or may be subject to a charge, because ingredients and labour have already been committed.
- Refunds, where due, are returned to your original payment method through our third‑party payment provider.
2. Cancellation by Customers
- Before acceptance / preparation: You can cancel an order at no charge if the restaurant has not yet accepted it or started preparing it. Use the "Cancel Order" option in the app.
- After preparation has begun: Cancellation may not be available. If it is allowed, a cancellation charge (up to the full order amount) may apply to cover food already prepared.
- Cancellation window: The time available to cancel free of charge is displayed on the order screen and may vary by restaurant and order type.
- Cash‑on‑delivery orders that are repeatedly cancelled or refused may result in restrictions on your account.
3. Cancellation by Restaurants
A restaurant may decline or cancel an order for reasons such as:
- An item is out of stock or unavailable;
- The restaurant is closed, at capacity, or unable to fulfil the order; or
- The delivery address is outside its serviceable area.
If a restaurant cancels an order you have paid for, you will receive a full refund for that order.
4. Cancellation by GoChop
We may cancel an order where:
- Payment cannot be verified or completed;
- We suspect fraud, abuse, or a violation of our Terms;
- No delivery partner is available; or
- Circumstances beyond our control prevent fulfilment (for example, severe weather or operational issues).
Where you have paid and the order is cancelled by us for reasons not attributable to you, you will receive a full refund.
5. Refunds
- Eligibility: Refunds may be issued for orders that are cancelled within the allowed window, not delivered, or delivered materially incorrect (for example, wrong or missing items).
- Method: Approved refunds are returned to your original payment method through the payment provider. For eligible cases, a refund may alternatively be issued to your GoChop wallet (where available).
- Timeline: Once approved, refunds are processed promptly, but the time for funds to appear depends on your bank or payment provider and typically takes several business days.
- Partial refunds: Where only part of an order is affected (for example, one missing item), a partial refund may be issued for the affected portion.
6. Non‑Refundable Situations
Refunds are generally not provided where:
- The order was correctly prepared and delivered as ordered;
- The customer provided an incorrect or incomplete delivery address;
- The customer was unavailable to receive the order or did not respond to the delivery partner;
- The cancellation was requested after the applicable cancellation window and preparation had begun; or
- The claim is found to be fraudulent or abusive.
7. Undelivered or Failed Deliveries
- If your order is not delivered due to a fault on our side or the delivery partner's side, you are entitled to a full refund or re‑delivery, at our discretion.
- If a delivery fails because the address was incorrect, you were unavailable, or you could not be reached, the order may be forfeited without a refund.
8. Wrong, Missing, or Unsatisfactory Items
- If you receive the wrong items, missing items, or an order with a genuine quality issue, please report it through the app or to support promptly (ideally within a reasonable time of delivery) and, where possible, include photos.
- We will review the report with the restaurant and, if the claim is valid, issue a full or partial refund or arrange a suitable resolution.
9. How to Request a Cancellation or Refund
1. Open the GoChop app and go to your Orders.
2. Select the relevant order and choose Cancel Order (if still eligible) or Help / Report an Issue.
3. Describe the problem and attach any supporting details or photos.
4. Alternatively, contact us at support@gochop.app.
We aim to review refund requests fairly and respond within a reasonable timeframe. We may need to verify order details before approving a refund.
10. Changes to This Policy
We may update this Cancellation & Refund Policy from time to time. When we make material changes, we will update the "Last Updated" date above and, where appropriate, notify you through the Service. Continued use of GoChop after an update constitutes acceptance of the revised Policy.
11. Contact Information
For any questions about cancellations or refunds, please contact us:
- GoChop
- Email: support@gochop.app
- Website: https://gochop.app
- Address: Takoradi W/A Ghana
