FoodPlug Refund and Order Issue Policy

Last updated: July 23, 2026

This policy explains how cancellations, missing products, incorrect Orders, quality concerns, refunds, replacements, credits, and payment disputes are handled on FoodPlug.

It supplements the Consumer Terms of Purchase, Terms of Use, and Vendor Agreement.

Nothing in this policy limits non-waivable consumer rights.

1. Start with FoodPlug support

Customers may report an Order issue through FoodPlug’s available support channel.

FoodPlug may coordinate with the Vendor, review platform records, request evidence, and administer a remedy.

For direct manual payments, FoodPlug may be unable to reverse the transfer and may require the Vendor to issue the refund.

2. Report issues promptly

Report an issue as soon as reasonably possible after pickup or delivery.

For perishable food, prompt reporting helps preserve evidence and protect public safety.

FoodPlug may consider a late report where delay was reasonable, the issue could not have been discovered earlier, or applicable law requires a remedy.

3. Information we may request

FoodPlug or the Vendor may request:

Order number.
Product involved.
Description of the issue.
Photographs of the product and packaging.
Receipt or proof of payment.
Pickup or delivery details.
Relevant messages.
Whether any product was consumed.
Symptoms or safety concerns.
Other information reasonably necessary to assess the claim.

A request for evidence will be proportionate to the issue.

4. Customer cancellation

Before Vendor acceptance

A Customer may request cancellation before acceptance. Where payment has already been collected and no preparation or allocation has occurred, a full refund will generally be appropriate, subject to payment-provider processing.

After Vendor acceptance

Cancellation may be limited where the Vendor has purchased ingredients, allocated limited stock, begun preparation, or incurred non-recoverable costs.

The Vendor must clearly disclose material cancellation restrictions.

After preparation or dispatch

Made-to-order or perishable products may be non-refundable after preparation or dispatch unless there is a product, safety, fulfilment, or legal issue.

5. Vendor cancellation or rejection

Where a Vendor rejects or cancels an Order it cannot fulfil:

The Customer should not be charged for unfulfilled products.
Any captured product payment must be refunded.
FoodPlug will address its Marketplace Fee according to the Pricing and Fees page and applicable law.
The Vendor may be responsible for related refund or dispute costs.

6. Missing products

A missing product may qualify for:

Delivery of the missing product, where practical and accepted by the Customer.
Partial refund for the missing product.
Full refund where the missing portion defeats the primary purpose of the Order.
Another remedy required by law.

7. Incorrect products or unauthorized substitutions

An incorrect product or material unauthorized substitution may qualify for replacement or refund.

The Customer should not be required to consume or accept a replacement that introduces an allergen, violates a disclosed dietary requirement, or materially differs from the ordered product.

8. Materially misdescribed products

A product may qualify for a remedy where it materially differs from the description, quantity, size, pack count, price, ingredient statement, or other representation relied on when ordering.

Minor variations in handmade food appearance do not automatically qualify where the product otherwise matches the description.

9. Quality complaints

Taste preference alone does not ordinarily guarantee a refund.

A remedy may be appropriate where there is credible evidence of:

Spoilage.
Contamination.
Unsafe temperature.
Material undercooking.
Foreign objects.
Severe packaging failure.
Product unfit for normal consumption.
Another material quality defect.

10. Allergen or safety complaints

Do not consume food you reasonably believe is unsafe.

FoodPlug may immediately suspend a listing or Vendor while investigating a serious complaint.

The Vendor is responsible for accurate allergen information, cross-contact warnings, safe preparation, and regulatory cooperation.

FoodPlug may notify affected Customers or authorities where reasonably necessary or legally required.

11. Pickup and delivery issues

Refund eligibility may depend on the cause:

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

12. Platform or payment errors

FoodPlug will address errors within FoodPlug’s control, such as:

Duplicate platform charges.
Incorrect Marketplace Fee calculation.
Payment captured where FoodPlug failed to transmit the Order because of a platform error.
Incorrect Order data generated by FoodPlug.

Payment-provider and bank processing times may affect when funds become available.

13. Customer-caused issues

A refund may be denied or reduced where the issue resulted from:

Incorrect contact, address, or pickup information supplied by the Customer.
Customer unavailability.
Failure to follow storage, reheating, or consumption instructions.
A change of mind after preparation began.
Ordering the wrong product where the listing was accurate.
Fraud, abuse, or a false claim.
Failure to collect a perishable Order within a disclosed reasonable window.

This does not limit mandatory rights.

14. Remedy form

Depending on the issue, FoodPlug or the Vendor may provide:

Correction.
Replacement.
Partial monetary refund.
Full monetary refund.
FoodPlug credit accepted voluntarily by the Customer.
Another legally required remedy.

Refunds are normally returned to the original payment method where possible.

15. Fees

The treatment of FoodPlug Marketplace Fees, platform fees, processing fees, delivery fees, and taxes is described on the Pricing and Fees page.

A Vendor-funded product refund does not automatically mean every third-party processing fee is recoverable.

FoodPlug will not retain a fee where doing so would violate applicable law.

16. Chargebacks

Customers should contact FoodPlug or the Vendor before initiating a chargeback where reasonably possible.

A chargeback does not replace the Customer’s obligation to provide truthful information.

Vendors must cooperate with legitimate payment disputes and may be responsible for chargeback costs attributable to their conduct.

17. Abuse prevention

FoodPlug may restrict accounts or deny discretionary remedies where there is evidence of:

Repeated false claims.
Manipulated evidence.
Coordinated fraud.
Duplicate recovery through refund and chargeback.
Threats or harassment.
Deliberate exploitation of Vendor or platform policies.

FoodPlug will not use abuse controls to deny mandatory consumer rights.

18. Contact

FoodPlug E-Service Inc.
Email: hello@myfoodplug.ca
Subject: Order Issue