1. Nature of Perishable Surplus Food
Good to Share facilitates the pickup of perishable food items that have specific shelf lives and pickup time windows. Because food prepared for evening collection cannot be re-reserved past closing hours, cancellations are subject to specific operational rules.
2. Customer Cancellations
Customers may cancel a reservation without penalty up to 2 hours prior to the start of the scheduled pickup window. Once the 2-hour window commences, the merchant has packaged and allocated the item, and cancellations cannot be initiated through the app.
3. Merchant Cancellations & Unavailable Items
If a merchant is unable to fulfill a confirmed reservation due to unexpected spoilage, premature stock exhaustion, or early closure:
- The merchant must immediately mark the order cancelled in their portal.
- A 100% full refund of the reservation payment is automatically triggered to the customer.
4. Food Quality or Discrepancy at Collection
Customers must inspect their items at the time of pickup before leaving the merchant’s premises. If the item provided is demonstrably spoiled, materially misdescribed, or contains an undeclared allergen, the customer should decline the pickup and report the event immediately through the Complaints section. Validated claims will be refunded in full.
5. Uncollected Orders (No-Shows)
If a customer fails to arrive during the designated pickup window without prior cancellation, the merchant is entitled to dispose of or reallocate the perishable item in accordance with safety guidelines. No refund will be issued for uncollected orders.
6. Refund Processing Times
Approved refunds are processed to the customer’s original payment method within 5 to 7 business days, depending on bank and payment network clearing schedules.