Effective Date: March 2026
This Refund Policy governs all refund, credit, cancellation, and chargeback matters related to orders placed through the Pick and Chop platform (“Services”). By placing an order, you agree to this Refund Policy.
1. Marketplace Role and Responsibility
Pick and Chop, LLC (“Pick and Chop”) operates a technology marketplace connecting customers with independent restaurants, grocery vendors, and delivery providers.
Vendors are solely responsible for food preparation, product quality, packaging, substitutions, and inventory availability. Delivery providers are solely responsible for delivery execution.
Refund determinations are made at Pick and Chop’s sole and absolute discretion.
2. Refund Request Window
All refund requests must be submitted within 24 hours of confirmed delivery.
Requests submitted outside this window may be automatically denied.
3. Required Documentation
To be eligible for review, customers must provide:
- Order number
- Detailed description of the issue
- Clear photographic evidence (if applicable)
Failure to provide sufficient documentation may result in denial of the request.
4. Non-Delivery Claims and Sworn Statements
If a customer claims an order was not delivered, Pick and Chop may rely on proof-of-delivery evidence including:
- GPS location data
- Timestamp confirmation
- Driver confirmation records
- Photographic proof-of-delivery
If delivery is confirmed through objective evidence, the refund request may be denied.
Pick and Chop may require the customer to submit a written and signed sworn statement affirming that the order was not received. Submission of false statements may result in account termination and referral to appropriate authorities where fraud is suspected.
5. Address Accuracy and Delivery Location Errors
Customers are solely responsible for providing accurate delivery addresses and delivery instructions.
No refunds will be issued for orders delivered to the address provided at checkout, even if the address was entered incorrectly by the customer.
6. Missing, Incorrect, or Damaged Items
Refunds may be considered only for documented missing, incorrect, or materially damaged items.
Refunds are limited strictly to the value of the affected item(s) and do not include:
- Delivery fees
- Service fees
- Taxes
- Tips
7. Food Quality and Subjective Complaints
Subjective dissatisfaction based on taste, temperature preference, texture, seasoning level, or personal expectations does not qualify for refund.
Refunds for quality concerns require objective evidence of spoilage, contamination, or product defect.
8. Grocery and Perishable Goods
Due to the perishable nature of grocery and food items, refunds for perishable goods may be limited or denied unless clear evidence of spoilage or damage is provided.
Items marked as perishable, prepared food, fresh produce, dairy, meat, seafood, or temperature-sensitive goods may be non-refundable once delivered unless legally required otherwise.
9. Substitutions
If substitutions were authorized during checkout, refund requests based solely on substituted items may be denied unless the substituted item is materially defective.
10. Late Delivery
Delivery times are estimates only and are not guaranteed. Refunds are not issued solely due to late delivery unless the delay is extraordinary and directly attributable to a confirmed platform failure.
11. Cancellations
Orders may be canceled only before vendor acceptance or preparation begins.
Once preparation or fulfillment has started, cancellation is not permitted and full charges apply.
12. Refund Method
Approved refunds may be issued, at Pick and Chop’s discretion, as:
- Platform credit (default method)
- Partial refund to original payment method
- Promotional credit
Platform credits may expire in accordance with applicable law.
13. Chargebacks
Initiating a chargeback without first contacting Pick and Chop may result in:
- Immediate account suspension
- Permanent account termination
- Blacklisting from future use of the platform
Pick and Chop reserves the right to dispute chargebacks using proof-of-delivery, sworn statements, and transaction records.
14. Abuse, Fraud, and Blacklisting
Pick and Chop reserves the right to:
- Limit refund eligibility
- Deny refund requests
- Require additional verification
- Suspend or permanently terminate accounts
- Blacklist customers from future transactions
Patterns of excessive refund requests, repeated non-delivery claims, or suspected fraudulent activity may result in permanent removal from the platform.
15. Arbitration of Refund Disputes
All disputes arising out of or relating to refunds shall be resolved exclusively through binding arbitration in accordance with the arbitration provisions set forth in the Terms of Service.
You waive any right to participate in class actions or class-wide arbitration relating to refund disputes.
16. Limitation of Liability
Under no circumstances shall Pick and Chop’s total liability for any order exceed the amount paid for that specific order.
17. Modifications
Pick and Chop reserves the right to update or modify this Refund Policy at any time without prior notice.
18. Contact
Pick and Chop, LLC
Email: [email protected]
Website: https://pickandchop.com