Refunds & Cancellations

How Pickup works

Pickup connects you with local shops and restaurants. When you place an order, you are entering into a direct transaction with the merchant. Pickup facilitates the ordering process but is not a party to the payment or fulfillment.

Cancelling an order

You can cancel an order before the merchant begins preparing it. Once preparation has started, cancellation may not be possible depending on the merchant's policy. To cancel, use the order detail page in your dashboard or contact the merchant directly.

Refunds

Pickup does not hold, process, or settle customer payments. Refunds are handled directly by the merchant. If you believe you are entitled to a refund:

1. Contact the merchant directly using the contact information on your order receipt.
2. If you are unable to resolve the issue with the merchant, reach out to us and we will assist where we can.

Pay-at-collection orders

If you selected pay-at-collection, no online payment was made. Cancellation before pickup incurs no charge. If you fail to collect a confirmed order without cancelling, it may be recorded as a no-show under our reliability policy.

Disputes

If you have a dispute about an order, payment, or refund, please contact us through our contact page. We will do our best to assist, though final resolution may require direct communication with the merchant.