Refund Policy

HOW REFUNDS WORK

Intershop Go — not the Store — is the merchant of record for every order, and actually holds your payment. When you report an issue, we forward your complaint to the Store that fulfilled your order, and the Store's assessment of what happened (for example, whether an item was genuinely out of stock or a substitution was reasonable) generally determines whether a refund is granted. Any approved refund is issued by Intershop Go through Stripe — the Store never refunds you directly.

We reserve the right to independently review, and where necessary override, a Store's determination on a refund request, including where we believe it necessary to comply with card network rules, respond to a payment dispute, or otherwise resolve the matter appropriately.

HOW TO REQUEST A REFUND

1. If items are missing, damaged, or otherwise incorrect upon delivery, contact us at officialintershopgo@intershopgo.com within 48 hours of delivery
2. Include your order number and a description of the issue
3. We forward your request to the Store, and review the outcome as described above
4. Approved refunds are issued to your original payment method and typically take 5-10 business days to appear on your statement

SERVICE & TRANSACTION FEE, DELIVERY FEE & TIPS

• Only the item subtotal and tax are eligible for a refund
• Fees are disclosed to you in the app before you place your order — the fees shown at checkout for a specific order are the fees that apply to that order
• New users currently receive an automatic waiver of the service & transaction fee and delivery fee on their first completed order, determined automatically based on your account's order history

DELIVERY ORDER REFUNDS

Order Substitutions and Adjustments

Once a Driver has accepted your order and before pickup, they may reduce an unavailable item's quantity, apply a documented price adjustment, or substitute a comparable item from the Store's catalog — a normal part of fulfilling a curated-catalog order, not an error. Your final charge may differ from the total shown at checkout as a result. Any price change requires the Driver to record a specific reason, visible to you in your order history. The combined effect of every edit on a single order is capped at ±100% of what was originally authorized on your card.

If an addition pushes your total above the original authorization, the extra amount may be charged as a second, separate transaction on your saved payment method — your statement could show two charges for one order. If you're dissatisfied with a substitution or adjustment, contact us within 48 hours of delivery to request a refund review.

Product Condition Claims

• Claims regarding missing items, damaged goods, or incorrect orders must be reported within 48 hours of delivery
• Contact officialintershopgo@intershopgo.com with your order number and a description of the issue
• Refund eligibility for product-related issues is reviewed as described under "How Refunds Work" above
• Intershop Go is not liable for spoilage, damage, melting, breakage, or deterioration of products that may occur during transit
• A refund is calculated from your order's final item list (after any Driver edits), not the original checkout total, and covers subtotal + tax only

Payment Holds (Authorization Holds)

• When you place a delivery order, an authorization hold is placed on your payment method — this is not a charge
• Your payment method is only charged once a Driver has finished shopping and finalized your order
• If your order is cancelled before it's finalized, the hold is released and no charge occurs
• Payment holds may remain on your account for a few days depending on your bank or card issuer, even after release by Intershop Go
• Intershop Go is not responsible for bank processing times regarding the release of authorization holds

Delivery Order Cancellations

• You may cancel a delivery order at any time before a Driver has finalized (captured) it — even after a Driver has accepted it — and no charge will be made
• Once your order has been finalized and payment captured, it cannot be cancelled, though you may still contact us about issues as described above

IN-STORE PICKUP

In-store pickup is not currently offered — all orders are fulfilled by delivery. If pickup is re-enabled in the future, pickup-specific refund and cancellation terms will be disclosed here.

DISPUTED CHARGES

• Report disputed charges to officialintershopgo@intershopgo.com
• We will investigate and, where a Store is involved, review the matter as described under "How Refunds Work" above
• Stripe's dispute resolution process applies to all payment disputes
• Provide order number, date, and detailed explanation
• Response time: 24-48 hours

CHARGEBACK POLICY

• Chargebacks are processed through Stripe against Intershop Go, since Intershop Go is the merchant of record
• Fraudulent chargebacks may result in account suspension or termination
• Contact us before initiating a chargeback — we want the chance to resolve the issue directly
• We will work with you to resolve disputes fairly

CONTACT

Refund support: officialintershopgo@intershopgo.com
Response time: 24-48 hours
Hours: Monday-Friday, 9 AM - 6 PM Central Time