Refund Policy

STORE-SPECIFIC REFUNDS

• Refunds and returns are handled by individual merchant stores
• Each store sets their own refund policy
• View store's refund policy in the app before placing your order
• Refund policies vary by store and product type
• Some items (perishables, prepared foods) may not be eligible for refunds

HOW TO REQUEST A REFUND

1. Contact the store directly through the Intershop Go app
2. Provide your order number and reason for refund
3. Store will process refund according to their policy
4. Refunds typically take 5-10 business days to appear on your card
5. Keep your receipt and order confirmation for reference

PLATFORM FEE

• This fee covers technology infrastructure and payment processing costs
• Only the product subtotal and tax are refundable (at store's discretion)
• Platform fee is charged even if you receive a refund from the store

DELIVERY ORDER REFUNDS

• If your order is cancelled before a Driver picks it up, the full authorization hold (including delivery fee and tip) is released
• Once a Driver has picked up the order, only the product subtotal and tax may be eligible for refund (at the store's discretion)
• Claims for missing items, damaged goods, or incorrect orders must be reported within 24 hours of delivery to Officialintershopgo@intershopgo.com
• Intershop Go is not responsible for product condition during transit (spoilage, damage, melting, breakage)
• Refund requests for delivery orders are reviewed on a case-by-case basis
• Intershop Go reserves the right to deny refund requests at its sole discretion

DISPUTED CHARGES

• Report disputed charges to Officialintershopgo@intershopgo.com
• We will investigate and mediate disputes between customers and merchants
• Stripe's dispute resolution process applies to all payment disputes
• Provide order number, date, and detailed explanation
• Response time: 24-48 hours

CHARGEBACK POLICY

• Chargebacks are handled by Stripe and the merchant
• Platform is not responsible for chargeback fees
• Fraudulent chargebacks may result in account suspension
• Contact support before initiating a chargeback
• We will work with you to resolve disputes fairly

CANCELLATIONS

• Orders can be canceled before the store begins preparation
• Contact the store immediately through the app to cancel
• Once preparation begins, cancellations may not be possible
• Platform fee may still apply for late cancellations
• Delivery orders may be cancelled at any time before a Driver accepts the order
• Once a Driver has accepted a delivery order, cancellation is at Intershop Go's sole discretion
• Once a Driver has picked up the order and payment has been captured, the order cannot be cancelled
• Authorization holds for cancelled delivery orders may take up to 7 business days to be released by your bank

CONTACT

Refund support: Officialintershopgo@intershopgo.com
Response time: 24-48 hours
Hours: Monday-Friday, 9 AM - 6 PM Central Time