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FoodPlug Refund and Order Issue Policy

Last updated: September 2, 2026

This policy governs cancellations, missing or incorrect products, substitutions, quality and safety concerns, refunds, replacements, credits, and payment disputes. It supplements the Consumer Terms, Terms of Use, Pricing and Fees, Vendor Agreement, and Product Tax Allocation Schedule.

Nothing limits mandatory consumer rights.

1. How to report an issue

Report the issue through FoodPlug support or the Vendor channel shown in the Order. For perishable food, report as soon as reasonably possible, preferably within 24 hours after pickup or delivery.

The 24-hour target is not an absolute deadline. FoodPlug will consider a later report when delay was reasonable, the issue was latent, safety is involved, or law requires a remedy.

Where a Vendor has recorded an Order as paid outside FoodPlug, FoodPlug may investigate and require the Vendor to refund but may be unable to reverse the transfer.

2. Evidence

FoodPlug or the Vendor may request proportionate evidence, such as the Order number, product, description, photographs, packaging or label, proof of payment, fulfilment details, relevant messages, whether food was consumed, and safety symptoms.

Do not consume food reasonably believed unsafe. Preserve the product and packaging only where safe.

3. Customer cancellation

Before Vendor acceptance, a cancellation and full refund are generally appropriate if no preparation, allocation, or non-recoverable cost has occurred.

After acceptance, a refund may be limited if the Vendor bought dedicated ingredients, allocated inventory, began preparation, dispatched, or made perishable food available. Material restrictions must be disclosed before the Order and comply with law.

4. Vendor cancellation or rejection

If the Vendor cannot fulfil an Order, the Customer must not pay for unfulfilled products. Captured product payment and associated FoodPlug fees will be reversed or credited as required by this policy and law. The Vendor may bear attributable refund or dispute costs.

5. Missing, incorrect, or misdescribed products

A qualifying issue may receive delivery of the missing product, replacement, partial refund, full refund where the issue defeats the Order's primary purpose, or another required remedy.

An unauthorized material substitution may qualify for refund or replacement, especially if it introduces an allergen, violates a disclosed requirement, or materially differs in type, quantity, size, price, or description.

Minor handmade appearance variations do not alone qualify when the product otherwise matches.

6. Quality and safety

Taste preference alone does not ordinarily guarantee a refund. A remedy may be appropriate for credible spoilage, contamination, unsafe temperature, material undercooking, foreign objects, severe packaging failure, or food unfit for normal consumption.

FoodPlug may immediately pause a listing or Vendor during a serious investigation and may notify affected Customers or authorities.

7. Pickup and delivery allocation

  • Vendor failed to prepare or attend: ordinarily Vendor responsibility.
  • Vendor supplied wrong fulfilment details: ordinarily Vendor responsibility.
  • Customer missed a clearly disclosed reasonable pickup window: refund may be limited.
  • Customer supplied an incorrect address or was unavailable: refund may be limited.
  • Vendor-managed delivery failed: ordinarily Vendor responsibility.
  • Third-party courier issue: handled under the applicable delivery terms.
  • FoodPlug system transmitted incorrect information: FoodPlug responsibility to the extent caused by FoodPlug.

8. Platform and payment errors

FoodPlug will correct errors within its control, including duplicate FoodPlug charges, incorrect FoodPlug fee calculation, payment captured when a FoodPlug error prevented transmission, and incorrect Order data generated by FoodPlug.

Bank and provider processing times may delay availability of refunded funds.

9. Customer-caused issues and abuse

A remedy may be denied or reduced for incorrect Customer information, unavailability, failure to follow storage instructions, change of mind after preparation, ordering error where the listing was accurate, missed collection of perishables, fraud, false evidence, duplicate recovery, or policy abuse. This does not limit mandatory rights or safety reporting.

10. Remedy form

A remedy may be correction, replacement, partial refund, full refund, voluntarily accepted FoodPlug credit, or another required remedy. Monetary refunds normally return to the original payment method where possible.

11. Fee treatment

For a full product refund, FoodPlug will reverse the corresponding Platform Fee. For a verified partial refund, FoodPlug will reverse it proportionally.

FoodPlug will address the Customer Marketplace Fee fairly according to the cause and law. If the entire Order is rejected, cancelled by the Vendor, not transmitted because of FoodPlug error, or fully refunded for a qualifying Vendor or platform failure, FoodPlug will ordinarily refund the Marketplace Fee.

Delivery, processing, surcharge, and provider fees are refunded where required by law or where the underlying service was not provided. Third-party costs may otherwise be non-refundable if clearly disclosed and law permits.

Product Tax

When all or part of a taxable product amount is refunded, the corresponding GST/HST or other Product Tax will be adjusted or refunded as required by law.

  • If the Vendor was the legal tax collector, the Vendor remains responsible for the tax adjustment, which FoodPlug may administer through the payment flow.
  • If FoodPlug collected Product Tax in its own capacity as a distribution platform operator, FoodPlug will make the corresponding tax adjustment and account for it in FoodPlug's return.
  • If a Vendor received FoodPlug-collected Product Tax through an external payment as FoodPlug's limited collection agent, the Vendor must return or credit the Customer as directed and FoodPlug will adjust the Vendor Fee Balance or settlement records.

The tax collector shown on the original receipt controls unless corrected under applicable law.

12. Chargebacks

Customers should contact FoodPlug or the Vendor first where reasonably possible. Chargebacks must be truthful. Vendors must cooperate and may be responsible for disputes and costs attributable to their products, fulfilment, conduct, or breach.

13. Contact

FoodPlug E-Services Inc.
19572 Fraser Way, Pitt Meadows, BC V3Y 0A9, Canada
Email: hello@myfoodplug.ca
Subject: Order Issue