GoChop Refund Policy
This Refund Policy explains when and how refunds are issued on the GoChop platform, operated by GoChop ("GoChop," "we," "us," or "our"), available at https://gochop.app and through our mobile applications (the "Service"). It should be read together with our Terms & Conditions and our Cancellation & Refund Policy.
GoChop operates as a marketplace connecting customers, restaurants, and independent delivery partners. Because meals are freshly prepared, refunds are assessed on a case‑by‑case basis according to the criteria below.
1. Overview
- Refunds are issued only for eligible orders, as described in this Policy.
- Approved refunds are returned to your original payment method through our third‑party payment provider, or, where available and agreed, to your GoChop wallet.
- We aim to resolve refund requests fairly and promptly.
2. Refund Eligibility
You may be eligible for a full or partial refund if:
- You cancelled the order within the allowed cancellation window, before the restaurant began preparation;
- The restaurant or GoChop cancelled an order you had already paid for;
- Your order was not delivered due to a fault on our side or the delivery partner's side;
- You received the wrong items, missing items, or an order with a genuine quality or safety issue; or
- You were charged incorrectly (for example, a duplicate charge or an amount that does not match your order).
Valid claims should be reported promptly, and — where relevant — supported with details or photos so we can review them with the restaurant.
3. Non‑Refundable Situations
Refunds are generally not issued where:
- The order was correctly prepared and delivered as ordered;
- You provided an incorrect or incomplete delivery address;
- You were unavailable to receive the order or could not be reached by the delivery partner;
- The cancellation was requested after the cancellation window and preparation had already begun;
- Change‑of‑mind occurs after an order has been prepared or delivered; or
- The claim is found to be fraudulent, abusive, or unsupported by the order records.
4. Refund Methods
- Original payment method: Refunds are normally returned to the card, mobile‑money, or account used for the original payment, processed by the payment provider.
- GoChop wallet: For eligible cases, or where you prefer, a refund may be credited to your GoChop wallet (where this feature is available) for faster use on future orders.
- We do not issue cash refunds for online (prepaid) transactions.
5. Refund Timeline
- Once a refund is approved, we initiate it promptly.
- The time for the funds to appear depends on your bank, card issuer, or payment provider and typically takes several business days (commonly 3–10 business days, depending on the provider).
- Wallet refunds (where applicable) are usually reflected immediately after approval.
6. Partial Refunds
Where only part of an order is affected — for example, a single missing or incorrect item — we may issue a partial refund for the affected portion rather than the full order value.
7. How to Request a Refund
1. Open the GoChop app and go to your Orders.
2. Select the relevant order and choose Help / Report an Issue.
3. Describe the problem clearly and attach any supporting photos or details.
4. Alternatively, email support@gochop.app with your order number and the reason for the request.
We may need to verify order and payment details before approving a refund. You will be notified of the outcome of your request.
8. Disputes
If you disagree with a refund decision, you may contact our support team to have the matter reviewed. We will consider the order records, restaurant and delivery information, and any evidence you provide before making a final determination.
9. Changes to This Policy
We may update this 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.
10. Contact Information
For any questions about refunds, please contact us:
- GoChop
- Email: support@gochop.app
- Website: https://gochop.app
- Address: Takoradi W/R Ghana
