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Refund Policy

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GrubDeli Refund & Resolution Policy

Effective Date: June 2026
Last Updated: June 2026

This Refund & Resolution Policy explains how GrubDeli Canada Inc. (“GrubDeli”, “we”, “our”, or “us”) handles refunds, order issues, credits, and dispute resolution for orders placed through the GrubDeli platform.

Our goal is to provide a fair marketplace experience for:

  • Customers,

  • Vendors,

  • and independent Riders.

By using the GrubDeli platform, you agree to this Refund & Resolution Policy.

1. General Refund Principles

Refund eligibility depends on:

  • the nature of the issue,

  • supporting evidence,

  • Vendor confirmation,

  • Rider delivery records,

  • platform data,

  • and applicable laws.

Refunds, credits, replacements, or account adjustments may be issued at GrubDeli’s discretion after review.

Not all orders qualify for refunds.

2. Situations That May Qualify for Refunds or Credits

Customers may be eligible for a full or partial refund, replacement, or account credit in situations including:

  • order not delivered,

  • incorrect order received,

  • significant missing items,

  • duplicate charges,

  • confirmed payment processing errors,

  • damaged items,

  • or verified food safety concerns.

Resolution outcomes may vary depending on:

  • order status,

  • delivery confirmation,

  • Vendor preparation records,

  • and Rider delivery information.

3. Situations That May Not Qualify for Refunds

Refunds or credits may be denied in situations including:

  • change of mind after order preparation,

  • incorrect delivery information provided by the customer,

  • inability to access the delivery location,

  • unattended leave-at-door deliveries after confirmation,

  • delays caused by weather or traffic,

  • minor temperature variation during transit,

  • subjective taste preferences,

  • or misuse of the platform.

Orders that have already been prepared, dispatched, or completed may not qualify for cancellation or refund.

4. Reporting Order Issues

Customers should report issues as soon as reasonably possible after delivery.

Reports may be submitted through:

  • the GrubDeli app,

  • customer support,

  • email,

  • or approved support channels.

Customers may be asked to provide:

  • order details,

  • photographs,

  • delivery information,

  • or additional supporting evidence.

Failure to provide sufficient information may affect refund eligibility.

5. Investigation & Review Process

GrubDeli may review:

  • Rider GPS data,

  • delivery confirmation records,

  • Vendor preparation details,

  • customer communications,

  • photographs,

  • and platform activity logs

to investigate reported issues.

Additional information may be requested from:

  • Customers,

  • Vendors,

  • or Riders.

Resolution timelines may vary depending on complexity and response times.

6. Refund Methods

Approved refunds may be issued through:

  • the original payment method,

  • GrubDeli account credits,

  • promotional credits,

  • or alternative approved methods.

Financial institution processing times may vary.

Certain promotional credits, discounts, or bonuses may be non-refundable.

7. GrubDeli Credits

GrubDeli may issue account credits instead of monetary refunds in certain circumstances.

Credits:

  • may be promotional or operational,

  • may be subject to expiry terms where disclosed,

  • are non-transferable,

  • and cannot be redeemed for cash unless required by law.

8. Vendor & Rider Responsibility

Vendors remain responsible for:

  • product preparation,

  • packaging quality,

  • order accuracy,

  • and inventory availability.

Independent Riders remain responsible for:

  • lawful delivery conduct,

  • reasonable care during transport,

  • and delivery completion procedures.

Where operational issues are caused by Vendors or Riders, GrubDeli may take internal corrective action in accordance with platform policies.

9. Special Product Categories

Certain categories may involve additional restrictions or legal requirements, including:

  • alcohol,

  • pharmacy items,

  • regulated products,

  • age-restricted items,

  • or specialty deliveries.

Some products may be:

  • non-returnable,

  • non-refundable,

  • or subject to additional verification requirements.

Deliveries involving restricted items may require:

  • government-issued identification,

  • signatures,

  • or recipient verification.

10. Fraud Prevention

GrubDeli reserves the right to:

  • investigate suspicious activity,

  • deny fraudulent refund claims,

  • limit refund eligibility,

  • suspend accounts,

  • or permanently restrict platform access.

Examples may include:

  • repeated refund abuse,

  • false claims,

  • chargeback misuse,

  • account manipulation,

  • or platform fraud.

11. Chargebacks

Customers are encouraged to contact GrubDeli support before initiating payment disputes or chargebacks.

If a chargeback is initiated:

  • account access may be temporarily restricted,

  • order activity may be reviewed,

  • and supporting documentation may be provided to payment processors.

Repeated abusive chargebacks may result in account suspension or permanent closure.

12. Service Interruptions & External Factors

GrubDeli is not responsible for delays or disruptions caused by:

  • severe weather,

  • traffic conditions,

  • emergencies,

  • internet outages,

  • Vendor operational issues,

  • or circumstances beyond reasonable control.

13. Subscription & Vendor Billing Refunds

Vendor subscription fees, advertising services, promotional products, or operational tools may be subject to separate billing and cancellation terms.

Certain fees may be:

  • non-refundable,

  • prorated,

  • or governed by Vendor Agreements.

14. Limitation of Liability

To the fullest extent permitted by law, GrubDeli’s liability relating to refunds, credits, or order disputes shall be limited to:

  • the applicable order value,

  • or amounts paid through the platform where legally required.

GrubDeli shall not be liable for:

  • indirect damages,

  • lost profits,

  • emotional distress,

  • business interruption,

  • or consequential losses.

15. Policy Updates

GrubDeli may update this Refund & Resolution Policy periodically.

Updated versions become effective upon posting to the Platform.

Continued use of the Platform constitutes acceptance of revised policies.

16. Contact Information

GrubDeli Canada Inc.
📍 Unit H13A, 260300 Writing Creek Cres, Balzac, AB T4A 0X8
📧 refunds@grubdeli.ca
📞 (825) 745-5325

17. Acceptance

By using the GrubDeli platform, you acknowledge that you:

  • have read,

  • understood,

  • and agreed to this Refund & Resolution Policy.