Refund Policy

STORE-SPECIFIC REFUNDS

• Refunds and returns are handled by individual merchant stores
• Each store sets their own refund policy
• View store's refund policy in the app before placing your order
• Refund policies vary by store and product type
• Some items (perishables, prepared foods) may not be eligible for refunds

HOW TO REQUEST A REFUND

1. Contact the store directly through the Intershop Go app
2. Provide your order number and reason for refund
3. Store will process refund according to their policy
4. Refunds typically take 5-10 business days to appear on your card
5. Keep your receipt and order confirmation for reference

PLATFORM FEE

• This fee covers technology infrastructure and payment processing costs
• Only the product subtotal and tax are refundable (at store's discretion)
• Platform fee is charged even if you receive a refund from the store

DELIVERY ORDER REFUNDS

Delivery Fee & Tips

• Delivery fees are non-refundable once a Driver has picked up the order and delivery has commenced
• Tips are non-refundable once the Driver has picked up the order
• Platform fees (service fee) are non-refundable once an order has been placed

Product Condition Claims

• Claims regarding missing items, damaged goods, or incorrect orders must be reported within 24 hours of delivery
• Contact support@intershopgo.com with your order number and a description of the issue
• Refund eligibility for product-related issues is subject to review on a case-by-case basis
• Intershop Go is not liable for spoilage, damage, melting, breakage, or deterioration of products that may occur during transit
• Refund requests must be submitted within 48 hours of delivery
• Intershop Go reserves the right to deny refund requests at its sole discretion

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 when a Driver picks up your order
• If no Driver accepts your order before the store's delivery window expires, the hold is automatically released and you are not charged
• If a Driver cancels before pickup, the hold is automatically released and you are not charged
• Payment holds may remain on your account for up to 7 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 accepts the order — no charge will be made
• Once a Driver has accepted the order, cancellation is at Intershop Go's sole discretion
• Once a Driver has picked up the order and payment has been captured, the order cannot be cancelled and no refund will be issued

DISPUTED CHARGES

• Report disputed charges to support@intershopgo.com
• We will investigate and mediate disputes between customers and merchants
• 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 handled by Stripe and the merchant
• Platform is not responsible for chargeback fees
• Fraudulent chargebacks may result in account suspension
• Contact support before initiating a chargeback
• We will work with you to resolve disputes fairly

CANCELLATIONS (PICKUP ORDERS)

• Orders can be canceled before the store begins preparation
• Contact the store immediately through the app to cancel
• Once preparation begins, cancellations may not be possible
• Platform fee may still apply for late cancellations

CONTACT

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